Today cox sent out an installer from their sub-contractor Pratt Communications to install a DVR at another unit in my building. The tech disconnected my HSI line while I was working on a remote location through VPN.
I verified that the modem is not receiving any signal through the configuration page. The only item in the logs was code T05.0 (sync failure) followed by T202.0 (Lost MDD Timeout).
I mentioned to the Pratt tech that my HSI had no signal while he was installing the other service. He then left with my line disconnected. When I called cox support, I was told that there aren't any open time slots available for today and that I would have to schedule a window tomorrow. When I brought up the fact that I signed a 3 year contract, it included a SLA, they escalated the ticket for today at an unknown time.
Meanwhile, I have a server that is supposed to be undergoing maintenance that will have to be pushed back another week because someone decided to shortcut an installation and not test their work. And I'm losing money and reputation for incomplete work.
Does someone care to remind me why exactly I'm paying the extra money for a SOHO connection when the SLA is not honored?
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