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Managing Service Appointments

 

Solution

If a customer calls with issues viewing appointments from My Services, follow these steps.
 

    1. Apologize to the customer for the inconvenience and advise the customer that the issue will be reported for handling.
    2. Confirm the correct service window in ICOMS and resolve the customer’s need related to the scheduled appointment.
    3. Report the customer’s Service Appointment error response incident to your supervisor or manager.
    4. Open a UET ticket to Atlanta Support, Enterprise Application Support group.
       

The local supervisor or manager will receive updates of the resolution in UET.

Account Holders and Authorized Users can sign in to their Primary account and manage service appointment using Cox.com or Cox Connect Mobile App.
 

If you've not already created a User ID and Password, sign up for one by registering your account. See Cox.com Account Registration and Preferences.
 

Managing Your Service Appointment using Cox Connect | Managing Your Service Appointment from Cox.com

Managing Your Service Appointment using Cox Connect

Use the following from the Cox Connect Mobile App Home page to cancel, reschedule, or view service appointments online.

1

Log in to Cox Connect using your smartphone or other mobile devices.
 

2

From the Home screen, select Manage Appointment.
 


 

3

From Upcoming Service Appointment, you can select to Reschedule Appointment or Cancel Appointment.
 


 

Managing Your Service Appointment from Cox.com

Use the following from the My Account home page or the My Services home page to cancel, reschedule, or view service appointment online.

Access Service Appointment

  1. Go to www.cox.com.
  2. Click Sign In My Account
  3.  Click Manage Appointments.
      Result: The My Account Sign In page displays.
  4. Sign in using your Cox User ID and Password.
     Result: The Service Appointments page displays. In the upper right corner, there is a gold star burst icon which displays how many service appointments you have.

Cancel a Service Appointment


Important: Installation appointments cannot be canceled online. Contact us for assistance. To cancel a service appointment, follow these steps.
 

  1. On the Service Appointments page, click Cancel Appointment.

Service Appointments window, highlighting Cancel Appointment
 

  1. On the confirmation window, click Cancel Appointment.

Cancel Appointment confirmation window

Reschedule a Service Appointment
 

  1. On the Service Appointments page, click Reschedule Appointment.

Service Appointments window, highlighting Reschedule Appointment
 

  1. Choose the date and time you want for the new appointment by clicking the listed time.
      Result: Your selection is highlighted in blue.
     
  2. Click Finish.

Reschedule Appointment window
 

Result: The new appointment displays in a confirmation window.
 

Reschedule appointment confirmation window

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