Charges on New Build Homes
Curious how I can resolve issues my community is having on internet issues. We have houses that have panels with internet and fiber services prewired prior to move in. Whoever installed these prior t...
Forum Discussion
I'm not sure who installed these panels for certain but normally this is done by the builder of the home and often, they simply just don't work. Unfortunately, that leave you as the home owner, responsible for figuring it out. I can say with certainty that Cox does not install any such panels/equipment in homes so it would be natural for there to be a charge to come out and figure it all out.
I appreciate your response, and I’m sure that this is the case and other new build communities. However, I have personally seen a Cox employee with a Cox truck installing the modems in the other homes in my neighborhood. The Cox employee who came to my house to fix the issue was only here for about five minutes and said it was a problem that could not be resolved on our end and was a Cox issue. I would understand a $15 service fee or something to that effect but $100 is a bit much.
Hello, I am very sorry you have 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 at Cox.Help@cox.com for further assistance. Thank you!
I guess it depends on what the technician said means. In your initial post, I saw you describing a home contractor's attempt at installing a smart panel for video/data services which usually results in a hot mess and is not the service provider's problem so I can completely understand why you would not have been able to figure out what you needed to do to get services working.
Now if the technician that was out for the install identified an issue that was outside of the home and not related to any of this smart panel wiring, you have a good case for requesting a credit for the installation as how I believe it's still Cox policy to refund failed self-install fees if the problem was something on Cox's end. I should probably emphasize the if it was on Cox's end of the issue. Just because you couldn't figure it out and needed a technician to help doesn't mean the issue was Cox's fault. That said, good luck and congratulations on purchasing your new home. Considering the amount of money that changes hands in that process, it may be easier to just consider the cost of establishing services part of the process.
Hey thanks for talking me through this extra chrispy. I completely understand where youre coming from. I might be unclear since im sure i was venting at first as to what my problem was. The panel and wiring installed was probably done by the home builder, as this is now common place in AZ homes. Before we signed on the house, as they must have a partnership with Cox, a cox branded modem was pre installed in the panel, which ended up being the problem. I called them twice trying to troubleshoot, and it was determined at the service call that an update was not properly installed on the modem to allow me to self set up. The connection itself was coming into the home properly, the cox modem just wasnt updated. He said there was nothing i could have done on my own to fix it. This same issue has now happened to 3 of my neighbors, which i just find to be a little fishy. I just dont see how you can advertise self set up but a service call is required for multiple families at this point. But hey i get it, and ive been denied enough times to just take my losses at this point. I’ll just have to be mindful when working with them in the future that this could happen. Thanks again!
