Forum Discussion

scottrwhite70's avatar
scottrwhite70
New Contributor
2 months ago

5 days no service, no updates.

I fully understand the unique circumstances involved here. It was an opportunity for Cox to raise their level of communication/service with at least the communication piece. I signed up for text updates day 2……not a one has been sent. No time frame, no explanations. 

30 Replies

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  • jackbat74's avatar
    jackbat74
    New Contributor

    4 days since our area outage. Not a single cox truck in the area making repairs. Not text updates only the blanket statement. This is just bad service!!

    • DustinP's avatar
      DustinP
      Moderator

      Hello jackbat74,
      I appreciate how important it is to know when the network will be restored. Thank you for your patience. Although we are normally accurate with our times, occasionally our teams run into unexpected issues which forces us to extend the restoral times. It's possible we may not have an estimation determined, but that can change as crews draw closer to a fix. Should you continue to face an impact once the alert clears, then we can certainly help investigate further. For support, you may email us at Cox.Help@cox.com with your first and last name, complete address, and include a URL to this forum comment of yours.
       

      • jackbat74's avatar
        jackbat74
        New Contributor

        Hello DustinP the information provided is not helpful. Signed up for outage text messages and had one 5 days ago. The lack of information is from Cox is horrible. Still no repair trucks in the area and some of us work from home. Fix our internet.

  • tjarv005's avatar
    tjarv005
    New Contributor II

    I live in Bentonville and since 4 days I have only seen 1 cox truck out working. I have traveled almost every street from bentonville to Roger’s and I have seen only 1 cox truck out working. 

    • iamkeane's avatar
      iamkeane
      New Contributor II

      I haven’t seen one and I’m in Centerton. This is now day 5. I can’t wait till they get AT&T fiber ran here. 

      • JoshuaKirby1's avatar
        JoshuaKirby1
        New Contributor II

        I WISH I had ATnT fiber again. They don't come out to my location in Rogers, but when they do I'm going to jump ship and eat whatever BS loss cox wants just to never deal with their horrible service again. 

    • k_valentine's avatar
      k_valentine
      New Contributor

      Meanwhile, everyone on our street who has AT & T has everything back on. Not being able to get better info, not seeing a single truck in our area, not being able to call and get someone NOT on the chat tells me we need to investigate a switch. 

    • JoshuaKirby1's avatar
      JoshuaKirby1
      New Contributor II

      Because they are a horrible organization who can't relate to anyone's problems. I bet the top guys don't even use their own service. 

  • Alkhemist's avatar
    Alkhemist
    New Contributor

    This is day 6 now. Not one text from Cox giving us an update. Even if there's no way to estimate at this point, why not tell us? Why not tell your customers what happened and why it's taking so long? When this is over, I'm going to Starlink. I suggest others look into this, as well.

    • iamkeane's avatar
      iamkeane
      New Contributor II

      Shoot I don’t think I’ll wait. Need someone reliable and who actually cares about their customers. 

      • Mmdouthit's avatar
        Mmdouthit
        New Contributor II

        Exactly. AT&T neighbors had WiFi as soon as the electricity was back on. Looks like a great time to switch. 

  • Mmdouthit's avatar
    Mmdouthit
    New Contributor II

    I am BEYOND aggravated! Even the City of Bentonville kept us updated and repeatedly gave eta’s as best they could. Coz gives nothing and I spoke with someone yesterday and I’m getting a $5 credit for the days we’ve been without so far. REALLY … why bother. That’s just adding insult to injury!!! 

  • maxtotaljunk's avatar
    maxtotaljunk
    New Contributor II

    Cox deleted my comment which suggested I was gonna switch to ATT. Guess what... I switched. Never looking back. Customer service from Cox is among the worst I have ever experienced. 

  • iamkeane's avatar
    iamkeane
    New Contributor II

    When you email them they say, “They are working on a node that is congested in my area. This is a very tedious job which will take several days. Give me your PIN and I’ll refund you the days you’ve been out.” At least that was more than just, we’re working on it. I just ordered Starlink. 

  • Summersoft's avatar
    Summersoft
    New Contributor

    This has been a difficult situation. We appreciate the hard work required to restore internet to all impacted customers.

    I agree with someone's comment about the text messages we signed up for. Even a message estimating the time to restore would be useful. 

    I understand Cox restoration follows electricity restoration. Can we expect service within x number of days after we have power back? Can we check on specific addresses for an ETA?

    • NicholeC's avatar
      NicholeC
      Moderator

      Hi Summersoft, 

       

       

      I'm sorry you've been without service. In order for us review specific areas, we will need an address. We recommend anyone looking for updates or credits to please reach out to us via email at cox.help@cox.com or via our Facebook or Twitter support, so we can obtain the needed information from you. 

       

      Thank you. 

  • Tflo65's avatar
    Tflo65
    New Contributor

    Day 9, still no service. We have the top internet package + add on for unlimited data. Almost 200$ month for just internet 😱 I hope the credit you are offering our area is equal to the daily rate. 

    To the moderators: We all just want communication. What progress has been made to restore service? Almost all of our area in Rogers/Bentonville/Centerton has been restored, since last week.  The map of outages on the Cox app doesn’t load anything, it’s just a map. 
    I like everyone else have not seen any Cox trucks working on anything. None. 
    For those that have jumped ship…I don’t know of any other option available in the part of Rogers I live in (east out New Hope) 

    • NicholeC's avatar
      NicholeC
      Moderator

      Hi Tflo65,

       

      I'm sorry you've been without service. In order for us review specific areas, we will need an address. We recommend anyone looking for updates or credits to please reach out to us via email at cox.help@cox.com or via our Facebook or Twitter support, so we can obtain the needed information from you. 

       

      Thank you.