New Contributor
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2 Messages
Service Appointment Charge of $60
Hi, I recently moved to San Diego, and without much of a choice, installed Cox in our apartment. The signal was terrible, dying every couple hours, and many times turning the modem on and off didn't change anything.
I decided to hire the next level of Internet speed, hoping to be considered a consumer 'a little higher' in the food chain, and guess what? It didn't change.
I called COX to ask them to fix it, after all, I hired a working internet service. They said someone was coming, and indeed, a technician came, said the signal was low, and put up a device to improve the dB (not a neat job, I had to rearrange the cables properly). A few days went by, and the problems continued. I started to learn to live with the fact that I needed to reset the modem and router every couple hours, which is certainly not what I have experience in both Denver and Chicago with Comcast.
Parallel to that, I signed a VPN service, that helped the connection incredibly, but I can't explain why.
I just received the Dec 10 bill here (Due Dec 30) and realized we got charged for $60 for the Service Appointment. My question is: FOR WHAT REASON? It is certainly shameful for a company to charge an extra that is almost a couple months of service for basically trying to fix the exact service it is not delivering.
(Besides that, we have been having problems about the automatic payment, but will try to set it up one more time.)
I would certainly like for this service fee to be cancelled before the Due date. Thank you.
- Arthur
Health_Edge
Valued Contributor III
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4.2K Messages
11 years ago
Was the internet a self installation? If so, and a technician is required within 30 days of that self installation, then the trouble call is considered a professional installation and charged accordingly, unless it was caused by a Cox issue. What did the technician do or fix when he/she was at your house? The wiring mentioned, was that inside or outside the house? Also, if the installation was not done to your satisfaction, then you should atleast get a technician out to your house for free, or reimburse the install fee all together IMO. The final call would be in the hands of Cox billing though. Maybe give them a call?
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marminn
New Contributor
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2 Messages
11 years ago
Yes, my internet was a self installation.
I certainly know it was caused by a Cox issue, because the internet was working like it shouldn't be, with connection being lost every few hours.
The technician did not fix the problem completely, he added a 15 dB signal booster / Subscriber Amplifier" COMMSCOPE, and, as mentioned, the problem wasn't fixed until days later, when I started using VPN.
I suppose COX customer support doesn't read the forum? I can't get support through the forum? Amazing. But thanks for the tip about this 'fee' that was charged but wasn't mentioned on the phone when I called.
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StephanieA
Former Moderator
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1.9K Messages
11 years ago
The purpose of the Cox Internet Forum is to allow customers to discuss technical topics related to residential Cox High Speed Internet services with other customers. If you need help with billing or other account specific issues, please reach us on Twitter at @CoxHelp, visit us on Facebook at https://www.facebook.com/coxcommunications, or at cox.help@cox.com. Since this post isn't technical, I will be locking this thread.
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