Frankly speaking, I'm not using services from Cox. And I'm glad I don't, because I know what they are from the inside, since I'm working for Cox. IMHO, main problem with service level is way too much outsourcing and therefore weak control over the quality level. Yes, it's not India or wherever, it's inside US outsourcing, still though terrible. I've seen plenty of records of screwups in database. A lot of them are our own outsourced mistakes, but lots of them are Cox's own employees as well. In fact, it's not uncommon when some knowledgeble guy from outsourced call centers have to rectify issues that were created by Cox people.

A lot of technical issues are caused by slacking contractor techs, but also often by customers not knowing what they are doing and still thinking they are smarter than anyone else, not following properly representative's instructions (damn, how many times I was asking customers to check connections first, they were saying they are fine, but in the end it was found out to be exactly the bad connection issue!) A lot of frustration is caused by Cox sales representatives, who are trying to shove the product down the customers' throats leaving all the headache of disclosing the charges for first tier customer service representatives, many of whom can't understand in full those charges themselves until they've spend at least half year on the phone. And a lot of frustration comes from customers who were barely studying even in already extremely simplistic math classes at school and can't add and substract even with calculator.

I see problem like this: too many poorly educated customers (that's everywhere though) and stupid idea of decisionmakers about many brainless workers being better than few effective specialists.

PS: sorry for bad language, English is not my first.