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Dylanww's avatar
Dylanww
New Contributor II
2 years ago
Solved

$100 fee technician

Cox says (Cox is not responsible if connection is coming into your home.)  I have just started services and my wall coaxial connection/ outlet for the router needs to be activated.  This will cos...
  • CurtB's avatar
    CurtB
    2 years ago

    Dylanww   Contact Cox again.  Subscribe to Cox Complete Care and schedule a tech visit to fix/activate the outlet that doesn't work.  Ask to have the $100 professional installation fee waived.  Keep Cox Complete Care at least 90 days.  If you cancel before then, Cox will bill for the professional installation fee.  This will get your Internet working at the outlet of your choice and save you $70.  Plus, you'll have CCC for other issues in the first 90 days.  See this post

CurtB's avatar
CurtB
Honored Contributor
2 years ago
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Darkatt wrote:

inaccurate. CCC will not cover any repairs for the first 30 days after a self install. 

I haven't found any reference to a 30-day CCC failed self-install exclusion documented anywhere except in your posts.  The only 30-day references I found were:

"If Cox does not satisfactorily resolve your claim within 30 calendar days of receiving notice of it, then you may pursue the claim in arbitration."

"You may opt out of this Arbitration Provision (except for the section entitled Jury Trial Waiver) by notifying Cox of that intent within 30 days of the date of this Agreement for current customers. For new customers activating Service after the date of this Agreement, you may opt out by notifying Cox of that intent within 30 days of the date you subscribe to the Service."

"If an award granted by the arbitrator exceeds $75,000, either party can appeal that award to a three-arbitrator panel administered by the same arbitration organization by a written notice of appeal filed within thirty (30) days from the date of entry of the written arbitration award."

I found "30" a total of 7 times in the "Complete Care Terms of Service" document and 3 of them were in the 30328 zip code.  The word "thirty" was found just once (last paragraph).

Complete Care Terms of Service | Cox Communications  Updated 01/23/2024

Where did you come up with that 30-day CCC failed self-install exclusion?

Darkatt's avatar
Darkatt
Honored Contributor
2 years ago
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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?

  • CurtB's avatar
    CurtB
    Honored Contributor
    2 years ago
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    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,

    • Darkatt's avatar
      Darkatt
      Honored Contributor
      2 years ago
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      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. 

      • CurtB's avatar
        CurtB
        Honored Contributor
        2 years ago
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        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.