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| - I have been having internet issues for MONTHS, I have replaced my cable modem/router with a COX cable modem/router, a Cox hired contractor came a few weeks ago and replaced my box at the exterior of my home and all the connections and has verified the cable going from the outside to the interior is working properly, he then left and 15min after that my internet dropped again. I immediately called Cox tech support they stated and I quote "the technician will be calling you back in 15min to come back out today to fix your issue". To date that tech has not called me back.
Since then I called on Thursday and scheduled a appointment for this last Sunday, February 28th from 10am-12pm PST. I specifically requested that a Cox technician come and NOT a hired contractor as they could not figure out the issue that is happening. On Friday I got a call from Cox at 5pm asking if they could "come in the next 10min", I explained that I want to keep my Sunday appointment with a Cox technician.
Sunday morning at 12:05pm PST I had not received a phone call and a technician did not come to my home. I called Cox and the support representative told me and I quote "they attempted to call you at 10:30am and CANCELLED YOUR APPOINTMENT". Of course I was extremely frustrated because I did not receive a phone call AND how can they just unilaterally cancel my appointment that I confirmed! She then transferred me to a supervisor who had a completely different story. He stated that "No one attempted to call me, their offices figured out that the technician that was coming to my home was not prepared for what I needed so they cancelled the appointment." Of course I was irate they wasted my day in which I lost wages for working explained this to him and that I needed someone to come to my home. He stated that would not be possible and they would have to come another day. He then gave me his word that he "would be calling me between 830am and 930am Monday morning" and right before we hung up he stated that "the department that cancelled your appointment scheduled someone to come at 8am-10am Monday morning (today). Even more frustrated I asked "How can they unilaterally cancel my appointment and schedule a brand new appointment without discussing this with me." His response was "they seem to have found an issue and maybe they are having a tech go to the box at the street and they may not need to access the interior of your home." I asked him to please make notes in the account to have them come to my home after they complete whatever it is that they are doing to see if the problem would be corrected (my internet goes down every 15minutes on the dot). He stated that he would and again gave me his word that he would not only be calling me Monday morning but he will personally be in touch with me until the problem is fixed.
Now its Monday morning I get a phone call from someone I have never spoken to at 830am PST. They stated that the technician will be at my home at 940am PST and that she will now be my contact and will be calling me in 1 hour to confirm the technician arrived and that they are able to assist with the issue. I asked her to confirm that the technician that will be arriving will be a Cox technician and NOT a hired contractor. She then told me that the request is in BUT she cannot guarantee anything.
NOW its 940am PST, I get another phone call from someone I have never spoken to a Cox and they tell me that the technician will be arriving at 10:15am PST (15min late for the "Appointment").
1015am PST, I get a phone call from the customer service lady that called me at 830am PST. I explained that the technician just arrived. She stated "I am going on my lunch now I will call you in 1 hour."
The technician that arrived was NOT a Cox technician but instead a basic Contracted technician AGAIN! He spent 30min at my home, saw the internet issue but cannot figure out why the internet is dropping and a higher level technician needs to come and check the street and run more tests.
It is now 150pm PST. No call back from the Cox representative that went to lunch and would be calling me at 1115am PST.
I now WASTED my Sunday and Monday for NO REASON and on top of that NO ONE at Cox can follow through on their word and help a paying customer!!!
I am on a very high internet plan of $80 a month and this problem has been happening for MONTHS with no resolve.
I am requesting that you put someone HIGH UP in charge of my account that YOU can trust to follow up and get the right people out to my home to correct this issue.
I don't want a credit, I don't care about a credit. All I want is my internet to work so I can work at home, spend more time with my kids and for Gods sake, if they want to watch Netflix I would love for them to do it without the internet stopping every 15min! My son is 3 years old and when the TV stops EVEN HE KNOWS that the internet went down! This is ridiculous, absurd and the worst customer service I can remember ever experiencin
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