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Cox Having Trouble Serving Its Customers in Fairfax County, VA

ISPworld reports that Cox Communications is having difficulty providing good customer service to its broadband customers in Fairfax County, Virginia. According to the article:

There seems to be two layers of technical support, a local ? and clueless ? layer working a local help desk from 8 AM ? 9 PM and the more clueful national Road Runner support desk. The trouble-shooting litany (that I can repeat by heart, thereby making me qualified to work the local help desk) is "Unplug your cable modem, wait two minutes. Plug it back in. What lights do you see? Do you see the cable light come on and stay on?"

This is the same kind of advice, masquerading as technical support that Comcast Business Communications provided to CTDATA last weekend, as we reported. It is an example of bad support, regardless of who receives it. But, what we take issue with is the fact that business customers pay up to five times the monthly rate that residential customers pay, and they sometimes receive the same lame troubleshooting advice, especially in off-hours.

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