Our Cox Communications internet service has been out since 6AM on Monday Feb 5, 2018. Account number: [protected] Called in for support on Monday Feb 5 and was told a tech would come on Tuesday, the 6th.
Tech could not resolve the issue. Was told others in the neighborhood were having the similar issue. Said the problem was upstream from us in the fiber optic network. Tech called later in the day to say they were still working on it. Tech called again on Wednesday AM and said service was up, problem was a fiber optic card in a distribution panel that needed to be reset.
Service did work, but was slow and a few hours later it failed again. Called tech support again and had another tech setup to come out on Thursday at 1PM. Service came up mid-morning on Thursday, so canceled the tech visit. Service worked through Thursday afternoon and evening.
Friday morning at 6AM service was out again. Called again for tech support, tech to come out on Saturday AM. Tech came and replaced 'ONC'. He called in the have the new 'ONC' linked up, but it wouldn't work. I was told the issue was upstream from us and that similar problem was occurring with others in our neighborhood. He made a few calls and supposedly had a 'critical' flag put on the problem ticket. He said he would let me know what was going on and keep me updated. He did not follow through with that. I received a call from Cox person on Saturday afternoon to do a survey about the call to tech support earlier in the week. Told her that service was still not working. She checked and said there was supposedly work being done. She said she would let me know. Did not receive a call back from her.
On Monday, February 12, the service is still out. Called into tech support again. No existing work ticket existed, so new one issued for tech to come out on Tuesday, February 13th between 8AM to 10AM. Spoke with a supervisor and was told that this tech would be set for 'expedited' so that first available would come out. Received a call from Karen at Cox, who apologized and mentioned the work order in place, but no mention of the supposed 'expedited' status. Said she wait to do anything till tech arrived and I was to call her after the tech left. I told her about the fact that the problem wasn't here but upstream from us, the issues and comments I had with techs the previous week, but it made no difference, she was going to wait for tech.
Tuesday, Feb 13th, the tech arrives and does a few things and makes telephone calls. He said he submitted a ticket to Atlanta for some kind of provisioning problem. Said that 'ONC' won't provision and has 3 others in our neighborhood doing the same thing. Said he would check back with me. So service is not working after 9 days.
The internet issue is a serious one for us. I work on custom databases and for me to do my work, I must have internet access to remotely access my customers computers and do my work. This has been a loss of revenue since Feb 5th. In addition, cell service as this location is very poor. We are able to get 1 bar for signal strength only. There are many places in this location where we have no cell service and as a result we miss calls, etc. To remedy the signal strength problem we also have a cell micro-tower. But that requires internet access to work. So we lose cell service, data plan service and internet service of this failure.