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Thibby82

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Paying Cox Tech to come out to fix a problem with Cox modem?

Can someone please explain why I am paying extra every month to be able to have a tech from Cox come out to fix their own stuff when it decides to not work? Shouldn’t they do that for free? I’m told that anytime they have to come out, it is $75, unless I get this add on for an extra $10 a month. That $10 adds up throughout the year. Why do I have to pay for Cox to come out and fix or replace their own faulty equipment? 

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LatitiaS

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533 Messages

Hi Thibby82,

 

It sounds like there has been some confusion and I would like to clarify.  If the issue is due to Cox owned equipment or a signal delivery issue you will not be assessed a fee.  Feel free to reach out to us on Twitter at @CoxHelp, visit us on Facebook, or email at cox.help@cox.com.

 

Cox Support Forums Moderator 

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Thibby82

New Contributor II

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5 Messages

I was told by your technical department that anytime Cox had to send someone out, (even if it is not my fault) I would have to pay for $75 for it. This had to do with a visit scheduled, that I quickly canceled when I was told this. The tech dept individual said if I paid the roughly $10 a month, I would not have to worry about that issue. I honestly felt trapped into having to add it as we are on the 3rd monitor due to them overheating and just dying out when there are enough outages. 

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Thibby82

New Contributor II

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But please feel free to remove that from my bill since I have been paying for it needlessly now. 

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StephanieS

Moderator

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Thibby82  I'd be happy to take a look at your account.  Please send me an email to cox.help@cox.com and include your full name and address.  I can help!  

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Thibby82

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A message has been sent to you. 

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Darkatt

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If a cox tech has to perform any service from the point of where their cable arrives in your Audit Box, to the inside of your house ANYWHERE, it's a billable service call if you  requested them to come and fix it. That means the cables in, under, around your home, barrel connectors, wall plates, splitters, etc etc. If the issue is the cable up to the home, or their equipment, such as a pano modem, or tv box, then there is no charge. 

ALSO, extended support such as over the phone computer support escalated to Cox Complete Care is also covered, virus removal, how to connect your wireless printer, email issues, and other items, are covered by what is known as CCC, Cox Complete Care. 

If you want the charge for Cox Complete Care to be removed from your account, you will have to call Cox. 

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