New Contributor III
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33 Messages
Tech Pro Install, now Cox want's me to pay to have them come back for second install...
I inquired about Premier and Ultimate Internet. I was told that I must have Pro Install and a newer modem that supports both. I asked if I ordered Premier, could I upgrade to Ultimate? I was told yes as I was having Pro Install and have the correct modem. Great, I ordered the service and leased the modem. 1 week goes by and I choose to call Cox and have them upgrade me. They say I need Pro Install, yep your right, just had that done a week ago and Im ready for faster speeds!!! Cox said you need another Pro Install and want's to charge me $60. I explained the situation, they said regardless, you must have a second Pro Install if you want Ultimate Internet.
I read everywhere and I don't see anything that indicates I need two Pro Installs to have Ultimate Internet. Maybe I missed it, I'm not perfect.
For those that have Ultimate, did you need two Pro Installs?
Thanks
Accepted Solution
RansZ28
New Contributor III
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33 Messages
11 years ago
Cox has resolved this! Thank you Cox!!!!!!
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Health_Edge
Valued Contributor III
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4.2K Messages
11 years ago
What model modem do you have now? What speeds are you getting?
Also, who told you that if you ordered Premier, you could self install to Ultimate? Who ever said it may be the one responsible in waiving the pro install if its not a technical limitation, like your modem type.
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MichaelJ
Moderator
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1.8K Messages
11 years ago
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RansZ28
New Contributor III
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33 Messages
11 years ago
I have the Netgear CG4500BD.
No one said I could do any self install. I was told that to have Premier or Ultimate, a Pro Install is required and is what I ordered. I had the Pro Install done 6 days ago, but was told to have Ultimate, they need to come to another Pro Install. Two Pro Installs is what has me so confused.
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ChrisL
Former Moderator
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7.1K Messages
11 years ago
Self-installation is currently available for all tiers with the exception of Ultimate in most cases. As silly as it sounds with regards to your particular situation Ultimate would indeed require a professional installation.
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RansZ28
New Contributor III
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33 Messages
11 years ago
Never inquired about self install. Only ordered Pro, they came and installed Pro and no Ultimate Internet.
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ChrisL
Former Moderator
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7.1K Messages
11 years ago
I'm not sure I follow what you mean by "they installed Pro" Professional is an installation method and not a tier of service. From what I can tell it sounds like the installer was there to install Premier Internet.
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