Bury my service cable

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.