Cox Communications outages

[Derailed]

I just got Cox back today after being out since the 10th.  My issue with Cox is their total lack of customer service during this time.

When you called in all they would tell you is there is an outage and there is no timeframe for repair.  That was it.

At least PSO gave regular updates and so on.  
Nothing came from Cox which is troubling to me.

[T-Town Now]

quote:Originally posted by Conan71

One thing I've learned when you call into customer service with any company is don't be a pr!ck.  Be nice and polite and you can get just about anything you ask for within reason.  If you act like a jerk, expect to be treated like one.

Doesn't apply in Cox's case. I'm usually pretty nice, but after giving them my information several times, being put on hold for long periods, transferred to someone else where you have to start all over again, I get fed up with it. My time is worth something, too. They don't seem to remember that.

When I get good service, I tell them how much I appreciate it, and I make a point of telling them they are an asset to the company they work for. Often, I follow up with a written letter as well.

[patric]

When power was finally restored, I was pleased to find that DirecTv still had all it's satellites in orbit, and the picture just as good as ever.
Word. ;-)

[Steve]

quote:Originally posted by Conan71

I can see how you might be able to go without the phone a few days, but how's that been not being able to play the Hammond? []

It was tough, believe me.  After my power came back on Friday morning and I got the household matters back to normal, I spent most of Friday evening at the organ, playing everything from "Jingle Bell Rock" to Bach.

[Steve]

quote:Originally posted by Wilbur

I just got my Cox services back this afternoon after being without for a week.  Amazing how much I missed the Internet.

But here is my question.  When my electricity goes out, I don't get billed for electricity during that time.  When my ONG goes out, I don't pay for gas I didn't use.  When my water is off, I don't pay for water I couldn't use.  How does that work with Cox?  I didn't have internet/phone/cable for 25% of the month, so does my bill go down by 25%?  Anybody call Cox and ask?  If so, what was there answer?

I am not a Cox customer, but with AT&T land line phone service, they will adjust your bill for outages from the moment you first report the outage to their office until the line is repaired & service is restored, BUT you have to call their billing office and request the adjustment.  They will not automatically adjust your bill unless you specifically request it.

[Wilbur]

Called Cox today, explained the outage problem.  They asked how many days we were out.  They then gave me a credit for each day based on a daily rate (taking my bill and dividing by 30).

Fast and easy and they were pleasant to work with.  No question/hesitation on Cox's part.

Thank you Cox!

[sgrizzle]

Not sure it's worth the $5.83 for me to call.

[grahambino]

quote:Originally posted by Wilbur

Called Cox today, explained the outage problem.  They asked how many days we were out.  They then gave me a credit for each day based on a daily rate (taking my bill and dividing by 30).

Fast and easy and they were pleasant to work with.  No question/hesitation on Cox's part.

Thank you Cox!

i have been very critical of cox in this thread.
however, when i called today to request my credit, it couldnt have been easier.  my experience was in line w/ wilbur.  fast, easy, no questions asked and a 29.33 credit makes me a happy camper.

[jne]

I lost my cox service 1st thing on the Sunday night that the ice began and called ASAP(before I lost electricity).  This Monday evening (week later)I called and talked to a real person that was polite and responsive. She told me that I was already scheduled for a visit on Wednseday between 10 and Noon, and I was glad I called because I needed to crate my dog inside.  Well, I crated the dog in the morning and left work at noon to let her back out.  The line was still laying across my yard, so I called cox.  "Oh, they shouldn't have told you 10-12, we can only tell you down to the day when a service person will be out."  That afternoon, my other half got a call asking if the service had been restored "of course she is standing in front a class full of HS kids and tells them she has no idea if its restored or not. Then that evening when I got home (line still on the ground)  I called again - "We can't say which day someone will be out, that is just an estimate"  When I brought up that I hear a new song every call, the customer service guy started to whine about how he still doesn't have power! So who knows when someone will be at my house and when they do show up, they probably won't do anything because my dog will be out!  I would have a lot more patience if they weren't changing their story to a greater window every time I call.  I'm ready to take a look at digital satellite, I may not be able to get rid of COX yet, but at least I won't be giving them $150 a month anymore.

[Double A]

quote:Originally posted by jne

I lost my cox service 1st thing on the Sunday night that the ice began and called ASAP(before I lost electricity).  This Monday evening (week later)I called and talked to a real person that was polite and responsive. She told me that I was already scheduled for a visit on Wednseday between 10 and Noon, and I was glad I called because I needed to crate my dog inside.  Well, I crated the dog in the morning and left work at noon to let her back out.  The line was still laying across my yard, so I called cox.  "Oh, they shouldn't have told you 10-12, we can only tell you down to the day when a service person will be out."  That afternoon, my other half got a call asking if the service had been restored "of course she is standing in front a class full of HS kids and tells them she has no idea if its restored or not. Then that evening when I got home (line still on the ground)  I called again - "We can't say which day someone will be out, that is just an estimate"  When I brought up that I hear a new song every call, the customer service guy started to whine about how he still doesn't have power! So who knows when someone will be at my house and when they do show up, they probably won't do anything because my dog will be out!  I would have a lot more patience if they weren't changing their story to a greater window every time I call.  I'm ready to take a look at digital satellite, I may not be able to get rid of COX yet, but at least I won't be giving them $150 a month anymore.

I am still without cable. I'll be switching  to ATT, I think I'll get better service and it looks like I'll save money. Anybody else made the switch?

[jne]

quote:Originally posted by jne

I lost my cox service 1st thing on the Sunday night that the ice began and called ASAP(before I lost electricity).  This Monday evening (week later)I called and talked to a real person that was polite and responsive. She told me that I was already scheduled for a visit on Wednseday between 10 and Noon, and I was glad I called because I needed to crate my dog inside.  Well, I crated the dog in the morning and left work at noon to let her back out.  The line was still laying across my yard, so I called cox.  "Oh, they shouldn't have told you 10-12, we can only tell you down to the day when a service person will be out."  That afternoon, my other half got a call asking if the service had been restored "of course she is standing in front a class full of HS kids and tells them she has no idea if its restored or not. Then that evening when I got home (line still on the ground)  I called again - "We can't say which day someone will be out, that is just an estimate"  When I brought up that I hear a new song every call, the customer service guy started to whine about how he still doesn't have power! So who knows when someone will be at my house and when they do show up, they probably won't do anything because my dog will be out!  I would have a lot more patience if they weren't changing their story to a greater window every time I call.  I'm ready to take a look at digital satellite, I may not be able to get rid of COX yet, but at least I won't be giving them $150 a month anymore.

Still laying in my yard...
This is my last day at work, so I guess I'm signing off the interweb until further notice.

[Phireman]

quote:

Do I have your permission to access YOUR account?

Come ON!

Wonder what shyster attorney thought up that hairbrained auto-reply, to further burden us with nonsensical questions?

And, if you just happened to answer NO, what happens THEN?

Sorry, Sir, we can't help you.

The FCC mandates providers of land line telephone service ask these questions.