$100 fee technician

I know because my roommate has cox cable for their room and everything works fine. Also my gateway router is working and at previous residences I have had to pay this fee to have cox come out and activate a wall outlet and it took less then 10 minutes. 

I would like to be able to do it myself but I don’t have electricians tools or experience or the wiring schematics. 

So you want Cox to work on your wiring for free? I don't agree that is reasonable. Isn't the norm in the industry either. Just my opinion though.

I get it. But I am not saying I want cox to come out and (work on whole house wiring) but to come out and simply activate an existing cable outlet. There is a difference and I feel $100 is excessive to charge the end user in this specific situation not all situations 

Does CCC cover failed self installs? I thought it didn't. ::edit:: Nevermind. Colleen already answered.

I knew that CCC doesn't cover a failed self-install, which would be the case if OP installed the coaxial connection/ outlet.  But do we know that?  If he needs an existing outlet activated, how would that be any kind of self-install?

Colleen said: "Wiring inside the home falls to the responsibility of the homeowner or resident."

That's not what Cox Complete Care documentation says.

Internal Wiring

• Repair and replacement of inside cable coax/telephone wire damaged by normal wear-and-tear and animal chews. Includes wiring from the internet and telephone modem into the dwelling.
• Replacement of installed or existing fittings, splitters, amplifiers, and outlets.

Cox Complete Care

The rep. keying the order doesn't know how the wiring inside the house is set up or where the OP is going to be putting the modem/gateway. All they check for is if service have been activated before at the house. Since technicians don't disconnect people anymore, they assume a self install will work. Also, since self install are free, they use them more to avoid push back from the customer. As you can see here, some don't want to pay for a professional install.

CurtB 
Since we no longer disconnect the home when a customer ends service activating the new service and hooking up the equipment yourself is the self-install, which is free. There are many factors that could cause the customer's preferred outlet not to work.  As examples, there could be a different outlet that's active, another service provider could have taken over the home wiring -- disconnecting the home from our network, it could be a bad connector. We won't know until we get out there. 

Don’t need a professional install what’s needed is for cox to activate the service inside the customers home.

Infrastructure includes going from outside to inside the home to your customers. No customer is going outside their home sitting on their front lawn with a router to use your service. Cox is making its customers pay for their service infrastructure period. 

I would like to be able to do it myself but I don’t have electricians tools or experience or the wiring schematics. 

Infrastructure includes going from outside to inside the home to your customers. No customer is going outside their home sitting on their front lawn with a router to use your service. Cox is making its customers pay for their service infrastructure period. 

That makes no sense. from outside the home, (Demarcation point), to inside the home, is the homeowner responsibility. I would LOVE to hear you tell the power company that the outlet in your home isn't working and they need to come and make sure it's getting electricity. That's inane. There is NO voltage going through the cable, and only the center wire conducts an RF signal, (Like an antenna wire), so you could literally buy a cable wire with ends on and and pull it through the house yourself if you wanted to. Or just pull a new cable and put the ends on yourself. It takes a whopping 2 minutes to learn how to do that. Doesn't require a degree in rocket science. 

That being said, if you are unable to pull a cable and put on the ends yourself, pay the 100$ get it done right, and then add Complete Care and you are covered. OR, you can wait 31 days, add Complete Care, and they will come fix it all up, you just end up paying a month of service you couldn't use. Your choice. 

After30 days. (one month) it's no longer considered under self install. 

https://www.cox.com/aboutus/policies/service-protection-plan-terms-and-conditions.html

The following are EXCLUDED from coverage under the Plan:

• Fees associated with installation, removal, relocation of, or change to, Cox Services.
• Failed Self Installation
• Installation or relocation of jacks or outlets.
• Wiring panels (Smart Homes) or complex wiring.
• New wall fishing or wall hole punches.
• Wiring that supports a competitor's service offering, or wire signal interference in internal wiring caused by competitor’s equipment.
• Repair or replacement of Customer-owned equipment (equipment may be covered by a warranty if purchased from Cox) and wire that connects such equipment.
• Truck roll charge for swapping or changing out Cox equipment.
• Maintenance or repair of Category 5 cable unless installed by Cox.
• Computer configuration assistance.
• Wiring repair or replacement due to remodeling of the premises.
• Repair or replacement of remote control or batteries.
• Installation of home entertainment systems & related equipment.
• Wiring damage caused by vandalism, fire, flood, earthquake, Acts of God, gross negligence or willful damage.
   

Does that help?

Darkatt wrote:

After30 days. (one month) it's no longer considered under self install.

Where was that documented? Not that it matters.  Failed Self Installation isn't listed among the items EXCLUDED by Cox Complete Care.  It's not included anywhere in the document.  The word "Self" is found once. "...necessary authority to legally bind yourself to this Agreement...  Failed Self Installation is not found.

The website you referenced was "Cox Service Protection Plan Terms and Conditions", last updated over 9 years ago (9/17/2014).  That was superseded by "Cox Complete Care".  It wouldn't have answered my question anyway.  The only 30 days reference was to prior written notice provided before material changes in Terms and Conditions of the plan.  It made no mention of repairs for the first 30 days after any install.  Current documentation for Complete Care Terms of Service | Cox Communications was last updated (1/23/2024).

Cox should fix the faulty outlet now if OP subscribes to CCC,

In-home tech visits

You're covered for the $75 service call charge (some exceptions apply)
We'll repair and replace fittings, splitters and wiring
Techs can identify bad connections, unauthorized outlets and jacks
We'll verify modems, routers and other Cox equipment
Coverage for Homelife service truck rolls

PLEASE READ CAREFULLY. 75$ service call is NOT a 100$ failed self install tech. 

Darkatt wrote:

PLEASE READ CAREFULLY. 75$ service call is NOT a 100$ failed self install tech. 

Where was that documented?  You need to include links to documentation when you post Cox policy.  It's irrelevant anyway.  OP wants Cox to fix an existing outlet that doesn't work.  CCC covers that.  There's nothing self-install about it.  "Cox Complete Care Terms of Service" includes this:

• Replacement of fittings, splitters, amplifiers and outlets installed or existing in accordance with accepted industry standards, as determined by Cox, regardless of installer or vendor.

OP said: "I would like to be able to do it myself but I don’t have electricians tools or experience or the wiring schematics."  That doesn't sound like he installed the outlet.  OP said the outlet needs to be activated, but he's not a tech.  His roommate has Cox service so it's likely the outlet is activated, but just doesn't work.  We'll probably never know why, but until a tech has examined it, the outlet is just equipment required for Cox service that doesn't work.

Hello CurtB, 

The outlet and the inside home wiring do not belong to Cox. The wiring and outlets belong to the home. In many markets, there are multiple service providers. If a customer were to switch from Cox to any other provider, that provider would connect to the same in-home wiring that we used. If the wiring and outlets did belong to the provider, then self-installations would not be feasible as the lines would need to be switched out anytime someone changes their provider. It would also prevent the homeowner from doing any remodels that might interrupt the wiring in the walls if they belonged to the provider. We cover the service up to the pedestal or the home depending on the configuration. We would not cover anything inside the home. When setting up services, customers have the option to do a professional installation where our technicians can help with inside wiring issues for $100 or they can choose a free self-install. If the service does not work within the first 30 days and a technician needs to come out, that is considered a failed self-installation with a $100 charge. In many cases, if the failure was outside of the home or with our equipment, we would waive the charge. If the issue is within the home or on equipment that Cox does not own (this includes in-home wiring and outlets), then the charge would be applied. The Cox Complete Care only applies to service calls and not to installations. If there was an in-home issue 30 days after the self-installation, a service call would be set up and the Cox Complete Care would prevent the $75 charge as long as there are no new installations (Outlets/wiring/equipment/etc) while the technician is onsite for the service call. I hope that this has helped clear things up. 

TiffanyR   I received another notification of a reply 36 minutes ago, but it's not displayed.  Why are my replies being displayed, but yours aren't?  Whatever you're doing, it's causing your replies not to display in the forum.  If you're attempting a DM, it's not working. 

Edit: The last reply notification disappeared.  You must have deleted the failed DM.

TiffanyR I never did get an answer to my question,

If I wanted Cox to fix an existing outlet that doesn't work, would I have to pay a $100 installation fee even if I have Cox Complete Care that covers internal wiring repair? 

Or does it only apply to new customers?  Before a new customer can pay Cox a monthly fee for services, do they have to pay Cox an installation fee to turn those services on?  Why would a self-installation be considered a failed self-installation if the reason it failed is because of a faulty outlet that would have been covered by CCC if they had already been a customer that subscribes to CCC?  It sounds like a Catch-22.

If you have an outlet, and ALREADY HAVE cox service, for a time period of greater than 30 days, (because the first 30 days is considered new service), and you were to move your cable box or modem to that outlet, and it doesn't work, that would be a trouble call, either 75$ or if you have Cox Complete Care, then it would be fixed at no cost. This is IF there is existing wiring to that outlet. If there is no wiring, OR there was some other service being provided to that outlet, then you would have an outlet activation fee, and if I remember correctly, it's 60$

Anything within the first 30 days of service, if it's a self install, a call for a tech is considered a failed self install, and is converted to a professional install, and incurs the 100$ professional installation charge. 

If you have a Professional install, and have a problem within 30 days of that professional install, then a technician is sent out at no additional charge. 

If you're going to quote Cox policy, post a link to current Cox documentation or don't bother.  I have no way to know you're not referring to old, superseded Cox policy or just vaguely remembering a conversation in a break room 10 years ago.  

Hello CurtB, 

Further investigation shows that there was a recent change. As of January 23, 2024, Cox Complete Care (CCC) customers are eligible to have the $100 pro-connect conversion fee waived. Customers must maintain their CCC subscription for at least 90 days. The documents at https://www.cox.com/residential/support/cox-complete-care.html and https://www.cox.com/aboutus/policies/completecare-terms.html have been updated with the recent change. 

To answer the question, as of January 23rd, CCC does cover the fix of an existing outlet as long as a wall fish is not required or anything else listed under excluded serves in the Complete Care Terms of Service. 

Prior to January 23, CCC would not apply to the account until 30 days after a self-installation. This would not matter if the customer was new or an existing customer adding a new service.