New Contributor
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2 Messages
On Demand Charge?
I have a charge for an on demand show which I did not select. I have never ever bought an on demand show ever, I always rent movies from Red box. How can a charge be added to my account if I've never bought the show? The show claims it was bought on Dec 10th. (The show is called a nanny for Christmas) which I have no idea why I would want to watch that show.
Has anyone else had fraudulent charges for shows that they did not purchase on their bill?
Domino
Valued Contributor III
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2.8K Messages
No.
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Becky
Moderator
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4.3K Messages
I'd like to take a closer look at your account to see if I can track on which receiver the movie was ordered. During the ordering process, two-way communication between the cable box and our network acts as a digital fingerprint. So that I can verify your account, please email my team at Cox.Help@cox.com with your name, full address, and account PIN.
If you want to prevent PPV or paid OD content from being ordered, you can set up a parental control PIN code on each cable receiver. Keep in mind, however, that any time the box loses power or goes through a full reboot, the parental control PIN will need to be set up again. We can also set up a permanent block on your account from our end that only an authorized account user can remove. Also, authorized users can call to order a PPV or OD title without removing this block.
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On_Demand_Charg
New Contributor
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2 Messages
I will call this morning. When I attempted to call over the weekend the office was closed.
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Becky
Moderator
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4.3K Messages
Please let us know if we can be of further assistance.
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Bruce
Honored Contributor III
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5.7K Messages
What's the sense of a PIN if an unauthorized user could just unplug the box? Let me understand this, the contributor will have to pay for this erroneous charge, then the unauthorized user could reset the box for another erroneous charge and now the contributor can't create a permanent block because Cox can't answer his/her call. Why not just block PPV services when you initially set up our accounts? Then, if I want to enable PPV service later, I can either do it securely online or, hopefully, with a call. Sounds like Cox will grab up a few free charges before we could secure our accounts.
If you're open 24/365, why would you have a Closed option on your automated system? Even if you chose to have a Closed option, why would your automated system default to it in the event of any "issues?" Why not an alarm or pass-through mode? Sounds like Cox could ignore a few calls before anybody got bored with not getting any calls.
The MAC address of my cable box is a digital fingerprint? Will the MAC address of my cable box lead you to my cable box? Wow...so sleuthy.
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ColleenD
Moderator
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1.7K Messages
Unplugging the box shouldn't cause the PIN to be erased, but certain resets from the office will reset (or remove) user customizations. We can block PPV services when the account is set up, but only if requested.
I don't have the details on the issue with our automated system so I honestly can't speak to what caused the "we're closed" message, and while technical support and automated phone payments are available 24 hours a day, not all departments maintain the same hours. It may be that our default for issues with automated payments is to transfer the customer to an agent; but if it is after hours for our Billing Team at the time of the customer's call I could see how that would generate a message saying we are closed.
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Bruce
Honored Contributor III
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5.7K Messages
While discussing the PIN for cable boxes, is there a default PIN after a reset?
I created a PIN when I initially setup my current cable box but since then, Cox and I have reset, rebooted and recycled my occurrence multiple times to troubleshoot various issues. I know the PIN but my box rejects it. I know the PIN because it's the 4-digit model number of my awesome speakers.
Would there be a default PIN on my Cisco 4642HD?
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StephanieA
Former Moderator
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1.9K Messages
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Bruce
Honored Contributor III
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5.7K Messages
T'was 0000. New PIN set. Thanks.
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