Cogent owns its fiber network end-to-end, enabling us to control virtually all aspects of the customer experience. We monitor the network right down to the customer port, which we check every minute of every day of every month of every year that we serve you.
We are equally diligent in monitoring our support team statistics. We don't want you to waste your valuable time in an endless call queue. While Cogent's superior network performance and near perfect billing accuracy rates keep our overall call volume low, we nevertheless strictly monitor statistics such as call answer time (how long did our customers have to wait?) and mean time to repair (how long until we resolved a perceived problem?). Our commitment is to raise your level of satisfaction to new heights. See our service statistics below (tracked and updated quarterly).
| Customer Service Response Statistics | 2nd Quarter 2024 |
3rd Quarter 2024 |
4th Quarter 2024 |
1st Quarter 2025 |
Four Quarter Average |
|---|---|---|---|---|---|
| Technical Support | |||||
| Average Answer Time for Inbound Customer Service Calls (seconds) - Global |
14 | 19 | 15 | 14 | 16 |
| Mean Time to Repair (hours) - EU | 1.3 | 1.8 | 1.4 | 0.8 | 1.3 |
| Mean Time to Repair (hours) - NA | 2.2 | 2.8 | 2.0 | 1.6 | 2.1 |
| Billing Support | |||||
| Average Answer Time for Inbound Customer Billing Calls (seconds) - Global |
18 | 18 | 17 | 18 | 18 |