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
At 24 months he barely would have paid for the router I went with. (RAX120) It sounded from original post, that OP router had failed. Tech was WRONG in taking customer equipment though, and it should be returned to the OP.
...barely would have paid to not only own, but to own a much better router.
It appears the tech took a combo DOCSIS-eMTA, so it was Cox equipment for tech to take.
if he took an emta, he should have replaced it with an emta, not a pano modem. Tech did wrong.
I am still curious exactly what device the technician took. So far, it has been stated it's a "small black box" that had ethernet and phone coming out of it. Was it a DPQ3212? Or a Arris TG1682 in bridge mode?
It's hard to tell. The "fall between the cracks" quote eludes to Cox forgetting to charge a rental fee and if Cox forgot, it means it was a WiFi unit.
However, the OP could have just referred to the unit as a "router" and the rep didn't bother to look into the account for an equipment history.
I guess it doesn't matter because it had an RJ45 connection, so the OP couldn't have it back.
Tech suspected the router so wouldn't need to replace the eMTA. Tech should have given a choice to replace router. If the tech merely replaced the eMTA because it was an older unit and the router then worked...ta-da!..there would be no $75 charge.
The tech should have been more transparent about costs because costs seem to be the crux of this post, and it caused a lot of needless angst.
