Pro Connect Charges

If there's no other resolve, then I hope if anyone has a similar issue in the future and come across this post they're aware that:

(1) "No charge visits" are not guaranteed regardless of confirmation by numerous Cox employees. 

(2) A $100 charge will be enacted if a technician comes out regardless of if any service is truly provided.

(3) Transparency issues and lack of confirmation are at the fault and cost of the consumer. Customer service will continue to give you the run around. Learn from our mistake.

We're using the Cox Panoramic Wifi gateway as it initially came with the unit (as it does all units here) but was taken by the previous tenant. Upon contacting both our leasing office and our local Cox team, we were told the replacement and installation of the gateway would be free as it's standard to every unit.

The only reason we had a technician come out was because customer service let us know they weren't able to support. It was at this point they stated over the phone it would be free for assessment and we'd only be charged at the point in which the technician provides a service, which he did not and he confirmed verbally and after following up on this matter. 

If "customer education" is chargeable then I'd hope over-the-phone service would be better equipped to answer questions and support. Yes, we asked neighbors and our on-site maintenance before relying on customer service. 

How do you define "provides a service"? They moved the gateway over and plugged it into the right ethernet. Did no one at your leasing office tell you which outlet to use? If there are multiple ones in your apartment, and only 1 is connected to your ONT, what do the other outlets connect to? Sounds like you have a internal network, maybe with a patch panel and switch that needs to be intergraded into your network. Your leasing office should know this process since it's common for them but rather uncommon for support. That is why you got bad support. Is getting bad support bad? Yes. Also I think the local Cox team should have better defined what exactly is included. But I also see fault on both sides. You may not want to hear that from a stranger, however, then maybe you shouldn't be posting on a public forum. Either way, your case is with Cox's billing department. Nothing I say matters. Good luck. Even though I don't see Cox at particular fault, I am always on the side of the customer over the multi-billion dollar company. 

Hi WiderMouthOpen,

I appreciate the input and responses here. Thanks to this public forum, we were able to identify other customers with the exact same problem (apartment setup, difficulties with plug-in location, discussion with customer service resulting in tech visit, etc) and were able to reach a resolution on the charges with Cox. We posted here with the intention of identifying others with this issue and thankfully accomplished so, and thankful Cox was able to help out in the end. 

Wonderful. I am glad it came to a positive conclusion. Do you mind sharing your data? I have been posting here for a long time, before Cox even offered fiber, and I can probably count on my 1 hand anyone posting a issue with FTTP in a apartment. Glad it worked out for you though.

BTW, I hope part of the resolution was using your own router. Cox's gateways are bad with channel selection, specifically in areas like a apartment complex where the wifi bandwidth is congested by so many people close together. Even if you don't pay for the gateway, I suggest buying your own and just keeping there's some place save so you can hook it up if you ever have to call in for support. That goes for any ISP too. Never use their equipment unless you absolutely have to.