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COX sent a letter saying this: "Get the Internet speed you deserve with a modem upgrade on us.... Follow instructions at COX.COM/UPGRADEMYMODEM to get your replacement at no additional cost." My modem is an older one, not capable of using the whole 150 Mbps I pay for each month. COX knows that. But I have learned never to accept anything COX says as truth. Sure enough, when I visited the URL, COX wants me to pay $179 for a modem, with a $20 credit for installation which costs $20. See, they've known all along that I purchased the modem myself. So the letter is just baloney, except without any nutritional or other value than to add to the mass of a landfill.
I called the number on the letter: 844-228-9156, and they didn't see how I could get the modem I own replaced for free. She said to go into a COX store to see if they would do it. I'm not going to waste my time. If COX kept their word, it would be the first time. I don't see it as an actual possibility. I wish I could get something other than Century Link's pathetic 1.5 Mbps where I live. I'd switch in a heartbeat.
I just followed your instructions, Maria, and will post COX's response here once I hear back.
It looks as though COX has placed an order for a new modem for me. I can't say for certain, but I will post again when I see what happened, or if I am charged for anything. I would post the contents of the eMail with the subject "Cox Order Processed", but it doesn't really say much. Well, I just got a second, identical eMail with a different work order number. I hope COX doesn't send two modems.
One puzzling thing about both of these is the line: "Ready for Use Immediately: Shipping and Handling".
In my case I recently received a letter from Cox offering a free modem upgrade to replace my old SB5101U DOCSIS 2 modem which I had for seven (7) years. I received a new FREE SB6183 DOCSIS 3 modem from Cox.