ContributionsMost RecentMost LikesSolutionsmodem rental fee I moved into a new place last summer, and when looking into transferring services I decided against having a home phone line. When I was discussing this with a live customer service representitive, she asked if I owned the old modem, which I didn't, so she said that for the high speed internet to work I would have to PURCHASE a new modem and turn in the old one (renting wasn't an option). I went by the cox main building and noticed the signs that said to go to the Cox store on Bayou Blvd. I signed in at the store, turned my old modem in to a nice black gentleman at kiosk 1 I would call it, and bought a new Cisco router for around 90 dollars. Looking through my bill, I noticed that the modem rental charge was never taken off. When I brought this up to the billing department, they asked for a receipt because they have no records of it. Seriously? Are there no records of when I spoke to the live representitive, no records of turning the old one in, no records of purchasing a new one? Are the serial numbers on these routers really not recorded in any way? Would the information be under the old address account and they didn't think to check that? Re: Contacted billing support, told to contact billing support.... The in person representitive took the existing modem, even though that one was most likely paid for also. Re: Contacted billing support, told to contact billing support.... Thanks. Anyone know why a customerservice representitive told me it's totally normal to re-order services when there was an active advertising campaignoffered for free and who I can email/write to about it? Contacted billing support, told to contact billing support.... Does anyone know how to email billing support directly? I thought writing to customer support and selecting "billing questions" would be sufficient, but apparently not. Here is a description of my problem at the bottom and how they responded. It should be noted that when I was setting up services at the new home, I was with a Cox representitive "live" that guided me through the process incorrectly. "Thank you for your e-mail. We do apologize for the inconvenience, please contact our billing department and we will be happy to look into this matter for you. Thank you." Cox Communications Online Customer Care Team If you need additional information on other Cox products or services, please visit our web site at http://www.cox.com Original Message Follows: ------------------------ Form Message Subject: Billing Questions Detail: Other billing question First Name: Last Name: Email Address: phoneCode: AlternatePhone: AddressLine1: City: Pensacola State: FL ZipCode: 32506 SSN4: CustomerInquiry: I recently moved across town and paid for professional installation for my high speed internet and television cable service. Right away, I noticed advertisements on TV that said such a service should have been free (Moving? Cox has your back!). Why was I charged for the installation? Also, the technician that performed the service used all existing wires and outlets, compounding my frustration about being charged around 60 dollars. The day after having the services essentially turned on, my modem would no longer work. This had more to do with the fact that I cancelled telephone service and my modem not being fully compatible without a phone line so that is fine, but I was wondering if the modem rental charge would continue on my bill? I purchased a new one at full price at a Cox Solutions center off of Bayou Blvd on 8/1/12. Thank you for your help. ReenterEmail: AccessMyCoxAccount: Yes Over13: Yes