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

CurtB's avatar
CurtB
Valued Contributor III

TiffanyR I never did get an answer to my question,

If I wanted Cox to fix an existing outlet that doesn't work, would I have to pay a $100 installation fee even if I have Cox Complete Care that covers internal wiring repair? 

Or does it only apply to new customers?  Before a new customer can pay Cox a monthly fee for services, do they have to pay Cox an installation fee to turn those services on?  Why would a self-installation be considered a failed self-installation if the reason it failed is because of a faulty outlet that would have been covered by CCC if they had already been a customer that subscribes to CCC?  It sounds like a Catch-22.

TiffanyR's avatar
TiffanyR
Former Moderator
10 months ago

Hello CurtB, 

Further investigation shows that there was a recent change. As of January 23, 2024, Cox Complete Care (CCC) customers are eligible to have the $100 pro-connect conversion fee waived. Customers must maintain their CCC subscription for at least 90 days. The documents at https://www.cox.com/residential/support/cox-complete-care.html and https://www.cox.com/aboutus/policies/completecare-terms.html have been updated with the recent change. 

To answer the question, as of January 23rd, CCC does cover the fix of an existing outlet as long as a wall fish is not required or anything else listed under excluded serves in the Complete Care Terms of Service. 

Prior to January 23, CCC would not apply to the account until 30 days after a self-installation. This would not matter if the customer was new or an existing customer adding a new service.