Customer Service lied and to did the tech
Our internet went out during our last big storm in Edmond. My son and I were trying to get our router to work. We have a desk top computer so we have a router that is about 10 years old. My husband c...
Forum Discussion
Was your previous unit a combination modem and router? You were supposed to be renting this combo unit, but Cox had forgotten to charge you a rental fee every month...for the past 10 years?
Since you have landline service, Cox must freely loan you a telephone modem. These telephone modems are also combination Internet and telephone modems.
Return the new modem/router, get your free issue and purchase a router.
Why'd your bill increase $50? Isn't the rental fee for a Panoramic $10-12 per month?
The original modem I received in 2011. We have NetGear router that we purchased a long time ago and that still works. The technician took our modem and replaced it with a combo router modem. My husband and I are older, we are not gamers; we just like to read the news on our desk top and a play solitaire. We use wifi for our Roku TV and our lap top. My son (who doesn't live in this state) is going to send me a link to a NETGEAR modem for us to purchase and install so we can take Cox back there equipment. I feel like I'm in a state of panic. I do not know anything about Panoramic. I wasn't aware of it's existence, nothing. I do not know why it increased by $50 or why the customer service person told my husband they will do us a favor and take $25 off it.
What did you mean with "fall through the cracks"?
For Internet service, you had two things: an Internet modem and a router.
The tech took the previous modem and replaced it with a modem/router combo.
You still have the operational Netgear router.
The customer service person told my husband the reason why we haven't been paying for our modem (and these are her words) "we fell through the cracks and sometimes that happens". We stopped making payments on the modem years ago. Equipment charge stopped showing up on our bill.
Yes, the tech took our functioning modem and told my husband our router was bad. I wasn't at home when this took place.
Yes, we still have the functioning Netgear router. I'm glad my husband didn't put it in the trash. He tends to do things like that very quickly. I
Thank you very much for your patients and for all your help. You appreciate you so very much 😃
The rep was wrong. Customers don't rent modems. Customers have to buy modems. However, Cox does rent modems with a router bolted onto it. If you don't want this combo device, buy your own modem.
Customers can either buy the modem from Cox or purchase an authorized make and model modem from a retail store.
The advantage to purchasing from Cox is you won't have to research which modems are authorized on the Cox network. However, Cox has a page listing all authorized modems.
