Forum Discussion

Dhartx15's avatar
Dhartx15
New Contributor
3 days ago

Bury my service cable

Last week of October 2024 my Gateway blinks red. Technical Support sent out a technician who found a bad service cable and ran a new service cable on the ground. The technician told me that he put in an order to bury said cable in 2 to 6 weeks. it is now the 30th of December. 
I chatted online with Cox agent on 12/29/2024 and they wanted to send a technician. But I just wanted to know if an order had been put in. Didn’t know. So I phone called and talked to live agent who also wanted to send a technician and it might cost me $100.00 so again I stated I needed to know if the technician I had in October ordered my cable burial. She checked with communications and the did not see it ordered. So I have to call out another technician and pay him to write an order? Or do I have to bury the cable myself? I am a 76 year old veteran with joint replacement on social security. I have had to move the cable when the mowers come and when ground keepers work the flower garden and trim shrubs. I don’t want me, my family or anyone tripping and falling on that loose service cable in my backyard.  I am considering dropping my Cox Cable Internet/TV service if they can’t fix my problem. Any suggestions!!

 

 

 

 

 

 

 

 

  • Hello, I am very sorry you’ve not had the best experience with Cox. I understand how important communication and reliable service is. We value your business, and I would be happy to help. Please email us your “full” name, “complete” address, and a copy of your post to Cox.Help@cox.com for further assistance. Thank you!

    • Dhartx15's avatar
      Dhartx15
      New Contributor

      Thank you. Hope the further assistance will be timely.

    • KJ2000's avatar
      KJ2000
      New Contributor II

      Hi, Julian.  The problem is that when anyone emails, chats or calls Cox we get the same old same old responses.  Reset the stupid modem.   Send out the technician.  Get billed a lot of money.  Problems continue.   Cox is clearly being dishonest with its customer base.  There are hundreds of people on these forums that all have the same stories.  And we get the same approved, canned responses from Cox.   So I have paid for everything from the cox box to my home to be replaced.  Wiring. Modem.  Router.  It keeps dropping.   Maybe we can have another tech out to waste my time and charge me money.   Oh by the way I was supposed to have a Cox supervisor out to my home last Friday.  His name was Matthew.  Yah he called me two hours before my appointment and said many people were having troubles and proceeded to cancel the appointment.  

      • Dhartx15's avatar
        Dhartx15
        New Contributor

        I agree that the canned responses don’t really solve much especially if you’re using Chat online. If I get a live agent on the phone with customer support they do a better job understanding my situation. But ultimately they will just send a technician to your home regardless. Whether you have CCC or not if the technician does not close out the ticket properly you will still have to jump through the hoops to find out anything via customer support.  

        COX IF YOU WOULD HAVE THE TECHNICIAN LEAVE A COPY OF THE REPAIRS WITH A REFERENCE NUMBER, (or send an email of this information) THE CUSTOMER WOULD BE ABLE TO GIVE THAT INFORMATION TO CUSTOMER SUPPORT WHEN NEEDED AND ACTUAL CUSTOMER/SUPPORT COULD RUN SMOOTHLY. 

  • ngen247's avatar
    ngen247
    New Contributor

    get the complete care for $10/mo., although it shouldn't be billable because it's between your house and the pedestal, it's Cox being Cox.  tell them to send a tech out and you have complete care, the $100 service charge no longer applies, the tech will come out talk to you, and send the order again.  keep on them.  if they need to send another tech out, go for it, you have complete care...  good luck! 

    • Dhartx15's avatar
      Dhartx15
      New Contributor

      Strongly considering your suggestion.

  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor

    First, don't use chat. They are almost all outsourced overseas, with very little training and following a script. Truck rolls cost Cox money, so they train their employees to avoid them at all costs. This means scaring the customer with the "possibility" of charge no matter what the problem is. Cox Complete Care(CCC) cost 10$ a month and must be kept for 3 months to cover the cost of the appointment. See here for more info. It is only important when there is a likelihood of a charge. In this case, I don't see how that could be possible. Not saying getting CCC is a bad idea, just saying it's overkill IMO.

    Second, the person you are talking to setting up the appointment is not applying the charge. If/when the charge is applied depends on how the work order is completed by the technician before they leave your house. The technician enters two resolution codes into their system to complete the work order. Depending on the codes, the account is charged. Sometimes a automated system or a billing rep reviewing the account can override that system, to apply a charge even if the technician tried to use a code that doesn't charge you. Everything before the demarc(where the coax connects to your electrical ground) should be covered by Cox. If you are charge, contact billing and ask for a credit/reversal of the charge. As long as the reason of the appointment and solution was notated in the notes on the account, the billing rep should have no problem giving the credit.

    • Dhartx15's avatar
      Dhartx15
      New Contributor

      Thank you for your valuable information. I do think I shouldn’t have to pay to get the service cable buried. Some great advise here that I will use. 😀