Router upgrade

Pretty sure the installation comes with a router; the Asus RT-AC68U unless I am mistaken. 

First, where do you live? Gigablast is a totally new technology for Cox and is only available in select areas. It also doesn't use a normal cable modem, but a collection of equipment from fiber ONT to a battery backup. It's some what similar to what Verizon does with FIOS. If someone sold you Ultimate internet for Gigablast internet, then I think you deserve a explanation and possible a reimbursement IMO.

So I believe I was scammed by Cox with the postcard telling me that we should get the new modem so we can use the 1GB internet speed that is now in our neighborhood.   Being 76 and not able to sort out the various cables to install ourselves, we pay $60 for a service call to do it for us, as well as hook up a new high speed adaptable router.  In subsequent chat with a cox support person I am told that it is called Gigablast and no, we are not hooked up and it will cost $300, not free as implied by Cox.  I feel taken as well as out $60 for service call and $189 for router to handle new speeds.  No way would we pay $300 for new internet speed.

jean313 said:

So I believe I was scammed by Cox with the postcard telling me that we should get the new modem so we can use the 1GB internet speed that is now in our neighborhood.   Being 76 and not able to sort out the various cables to install ourselves, we pay $60 for a service call to do it for us, as well as hook up a new high speed adaptable router.  In subsequent chat with a cox support person I am told that it is called Gigablast and no, we are not hooked up and it will cost $300, not free as implied by Cox.  I feel taken as well as out $60 for service call and $189 for router to handle new speeds.  No way would we pay $300 for new internet speed.

jean313, 

I don't want you to feel this way! When you have a moment, please email me a picture of the postcard with your account information to cox.help@cox.com so I can investigate. In addition to our new offering of Gigablast Internet service in select areas, we recently increased internet speeds for our Preferred and Premier subscribers; so I suspect you may have needed to upgrade your modem to take advantage of the new speeds available to you. I can't be certain until I review the account. As for the postcard, I'll be able to clear up any misunderstanding once I've reviewed the mailer. Please reference your forum post in your email to us along with your full name, the account holder's name and your complete address with city and state.

I look forward to hearing from you.