Cogent has its own end-to-end fiber network, allowing us to control virtually every aspect of the customer experience. We monitor the network down to the customer's port, which we check every minute of the day, of every month of the year that we provide service to you.
We are equally diligent in tracking the statics of our support team. We don't want you to waste your valuable time in endless waiting lines. The superior performance of our network and the near-perfect accuracy of our billing allow us to keep call volume low. However, we strictly monitor our call response statistics or resolution time each time. Our commitment is to continually increase the level of satisfaction of our clients. Check the performance of our customer support updated every quarter:
| Customer Service Response Statistics | 3rd Quarter 2024 |
4th Quarter 2024 |
1st Quarter 2025 |
2nd Quarter 2025 |
Four Quarter Average |
|---|---|---|---|---|---|
| Technical Support | |||||
| Average Answer Time for Inbound Customer Service Calls (seconds) - Global |
19 | 15 | 14 | 17 | 16 |
| Mean Time to Repair (hours) - EU | 1.8 | 1.4 | 0.8 | 0.9 | 1.2 |
| Mean Time to Repair (hours) - NA | 2.8 | 2.0 | 1.6 | 2.3 | 2.1 |
| Billing Support | |||||
| Average Answer Time for Inbound Customer Billing Calls (seconds) - Global |
18 | 17 | 18 | 17 | 18 |