Forum Discussion

Dylanww's avatar
Dylanww
New Contributor II
10 months ago

$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
    10 months 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

Darkatt's avatar
Darkatt
Honored Contributor

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
Valued Contributor III
10 months ago

 

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
    10 months ago

    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
      Valued Contributor III
      10 months ago
      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.

      • TiffanyR's avatar
        TiffanyR
        Former Moderator
        10 months ago

        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.