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New Contributor
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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
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 |
ChrisL
Former Moderator
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If you purchased your own stand alone cable modem and returned the one provided by us which was used for phone service the rental charges would stop at that point. If you still have the telephone modem however rental charges would continue even if you purchased your own.
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LF4751
New Contributor
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Thanks.
Anyone know why a customer service representitive told me it's totally normal to re-order services when there was an active advertising campaign offered for free and who I can email/write to about it?
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LF4751
New Contributor
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The in person representitive took the existing modem, even though that one was most likely paid for also.
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ChrisL
Former Moderator
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If it's the telephone modem you're saying was picked up that would be normal. Customers are not billed for those unless they are unreturned. They are provided on a loaner basis at no charge so long as telephone service is active on the account. When telephone service is removed the customer either needs to purchase their own modem for Internet or can continue to use ours for a montly rental fee.
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