Forum Discussion

ruizdsma's avatar
ruizdsma
New Contributor
30 days ago

Cox Technician Visit was promised for free but additional service to bill of $100

I contacted customer service to request that someone restart my modem (which was already in my home) because we couldn't restart it over the phone.  Since I believed it was their responsibility to help me restart it, I asked the representative if the visit would be free, and they confirmed that it would be. However, I found out today, the service charge added to my bill, and no one is willing to correct it. This feels misleading, almost like a bait-and-switch. How can I dispute these charges or request a review of the recorded phone call where I was told the visit would be free? I was also told by the nice gentleman (technician) that the visit was free. I never signed anything as well. 

 

Thank you!

  • JulianN's avatar
    JulianN
    Moderator
    30 days ago

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

  • Darkatt's avatar
    Darkatt
    Honored Contributor
    28 days ago

    The way service charges work, IF the issue is delivery UP to the home, OR if it's Cox's equipment failure, there is no charge for the visit.

    IF the issue is after the point of deliver up to the home, IE, Home wiring, splitters, cables inside the home, wall plate barrel connects, personal equipment, then there is a service charge for the technician. 

    IF you are a new customer, and did a self install, basically the same rules apply. If it was an issue with delivery up to the home, (known as the D-Mark, (Demarc or Demarcation point)), then you are responsible for a 100$ conversion from Self Install to PRO Install. ALSO, again, if the issue was in fact Cox's equipment, then no charge. 

    Lastly, IF the modem cannot be reset over the phone, AND you have tried, powering it off, waiting a minute, and the plugging it back in, (Which resets it), then there is a communications issue with the modem, refer back to cables, wires, splitters, wall plate barrel connectors...

    To dispute the charges, call and ask to speak to a supervisor. THEY can get the call you originally made pulled, since all calls are recorded, and see what the agent told you over the phone. IF it was promised to be at no charge, they can get the charges reversed. If however the agent did as they were supposed to, they should have advised of the possibility of the service charge if it wasn't an issue with delivery of service to the home, or Cox Equipment failure.