New Contributor II
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5 Messages
Bury my service cable
Last week of October 2024 my Gateway blinks red. Technical Support sent out a technician who found a bad service cable and ran a new service cable on the ground. The technician told me that he put in an order to bury said cable in 2 to 6 weeks. it is now the 30th of December.
I chatted online with Cox agent on 12/29/2024 and they wanted to send a technician. But I just wanted to know if an order had been put in. Didn’t know. So I phone called and talked to live agent who also wanted to send a technician and it might cost me $100.00 so again I stated I needed to know if the technician I had in October ordered my cable burial. She checked with communications and the did not see it ordered. So I have to call out another technician and pay him to write an order? Or do I have to bury the cable myself? I am a 76 year old veteran with joint replacement on social security. I have had to move the cable when the mowers come and when ground keepers work the flower garden and trim shrubs. I don’t want me, my family or anyone tripping and falling on that loose service cable in my backyard. I am considering dropping my Cox Cable Internet/TV service if they can’t fix my problem. Any suggestions!!
JulianN
Moderator
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299 Messages
Hello, I am very sorry you’ve not had the best experience with Cox. I understand how important communication and reliable service is. We value your business, and I would be happy to help. Please email us your “full” name, “complete” address, and a copy of your post to Cox.Help@cox.com for further assistance. Thank you!
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ngen247
New Contributor
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1 Message
get the complete care for $10/mo., although it shouldn't be billable because it's between your house and the pedestal, it's Cox being Cox. tell them to send a tech out and you have complete care, the $100 service charge no longer applies, the tech will come out talk to you, and send the order again. keep on them. if they need to send another tech out, go for it, you have complete care... good luck!
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WiderMouthOpen
Esteemed Contributor III
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3.5K Messages
First, don't use chat. They are almost all outsourced overseas, with very little training and following a script. Truck rolls cost Cox money, so they train their employees to avoid them at all costs. This means scaring the customer with the "possibility" of charge no matter what the problem is. Cox Complete Care(CCC) cost 10$ a month and must be kept for 3 months to cover the cost of the appointment. See here for more info. It is only important when there is a likelihood of a charge. In this case, I don't see how that could be possible. Not saying getting CCC is a bad idea, just saying it's overkill IMO.
Second, the person you are talking to setting up the appointment is not applying the charge. If/when the charge is applied depends on how the work order is completed by the technician before they leave your house. The technician enters two resolution codes into their system to complete the work order. Depending on the codes, the account is charged. Sometimes a automated system or a billing rep reviewing the account can override that system, to apply a charge even if the technician tried to use a code that doesn't charge you. Everything before the demarc(where the coax connects to your electrical ground) should be covered by Cox. If you are charge, contact billing and ask for a credit/reversal of the charge. As long as the reason of the appointment and solution was notated in the notes on the account, the billing rep should have no problem giving the credit.
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