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Hi! I currently have the Ultimate package in Phoenix area. Have a Docsis 3.1 modem (Netgear CM1000) with 1 bonded OFDM downstream channel (159, 300MHz, SNR over 40dB). I added the gigablast option via cox internet order website and received direction to call to complete.
When I call the sales rep won't complete the order without a "pro install" truck roll for $75. Per reports on dslreports cox forum - a truck is NOT required but some sales reps are demanding it while other sales reps are transitiioning order to complete to trigger a modem provision and all ends up well.
Some would-be-upgraders denied by less-trained sales reps are simply calling in many times to get a 'trained' rep. Is there secret we can use to get the sales rep to execute the order without a trick roll? I hate being the jerk that has to escalate to supervisor and not willing to call in a dozen times to get lucky.. Any hints on how I can to get past the sales rep so pay Cox more money for the upgrade?
Your question wasn't really answered, I don't think Karen gets it (Gigablast for Docsis 3.1 vs Fiber). Try again. If you want Gigablast for Docsis 3.1 and you know you have a good connection (you do) then you do not need professional installation.
This thread has all of your answers.
Thanks Rattler! No the question was not really answered. We are getting a canned response from the Cox reps instead of a true technical report . As indicated in the DSLreports post - MANY in Phoenix are self-installing D3.1 gigablast after calling in. It seems to be "luck of the draw" on sales reps - if you happen to get lucky and contact a trained rep you are good to go. If you get an untrained rep you have to needlessly pay $75 for a useless truck roll.
As xymox1 states " think this is just wrong info.. Back when I first tried this I was told over and over and over again by top level supervisors stuff that only applied to fiber no matter what I told them.There is a serious training gap here that Ciox really needs to address in a emergency manner.In phoenix its completely self service, they only check to be sure you have the right modem then pull the switch.."
I'll wait on giving Cox my extra $20 a month for a service I don't really need until Cox gets everyone up to speed.