Coleen,
You have proved my case - a company shill with no technical awareness, trained to divert attention from the problem by blowing off the customer and trying to shunt them into channels where the problems and customer abuse are not publicly visible - a long-standing COX response to quality of service and customer support issues. Telephone support gets you to a queue that is hours long waiting for a response; email gets nothing but a list of phone numbers to get into the wait-for-hours queue. And if you wait it out, you get the same BS that casts the problems as user equipment / stupidity and NEVER, NOT POSSIBLY a REAL COX PROBLEM - the idea and support person training being to 'dispose' of the customer issue as rapidly as possible without requiring COX to do anything substantive about the problem!
COX - its all in the name! (Say it again...)
"Technical Support" was about blaming "stupid users", getting them off the line, out of the queue, out of the company's hair because it was cheaper than dealing with the REAL problem.
This really seems to sum up much of Cox's technical support in practice... at least at a corporate level. I have a history of attempting to hash out issues mostly with peripheral internet features and get the sense that, while some of the Cox support may sincerely want to render service, they are kept as much in the dark as customers; functioning as placebo buttons at best and more cynically, as up selling agents whose job is to find any reason to dispatch service personnel as a pretext to charge the service fee.
The cable industry as a whole is composed of a very few companies and since we are to regard corporations as people (with human rights), those companies are little more than self-entitled, condescending bullies. This refers to the companies themselves and not necessarily the people working for them.
I'm an internet and phone customer- having cut the TV cord years ago- after learning that my limited basic package rate included money to be paid to professional sports. The approach to internet issues reflects the very same mind set. The problem is that cable companies in general are not beholding to a customer base that would have any choice, but to whomever grants them exclusive access to given area. Until that business model can be changed things are not going to improve for us.
Yup, a captive audience so Cox is free to provide as poor of service as they want. This is a great example of why socialism is such a failure, by the way.
Cox $ùx, cant say it enough.
