Forum Discussion

conesae's avatar
conesae
New Contributor
31 days ago

Cut internet cable

Last night there was no Internet. Today as soon as I got back from work checked the outside connection. The cable from the box outside to the inside of the house is cut. Who incurrs in the cost of re...
  • LatitiaS's avatar
    LatitiaS
    31 days ago

    Hi conesae,

    I am sorry to learn of your service loss.  Friday is not an ideal day to be without services.  That is a great question, but to clarify, anything leaving the audit box and wraps around the house is considered customer responsibility.  It might be a good idea to consider adding Cox Complete Care just in case, to avoid repair of a cut line.  Hope this helps! 

    Please send us an email to cox.help@cox.com as soon as you can with your account details so that we can get you scheduled for a visit.  

    Cox Support Forum Moderator 

WiderMouthOpen's avatar
WiderMouthOpen
Esteemed Contributor

It does have protection. It has 1 layer of plastic sheathing, 1 layer of dielectric and several layers of metal shielding. See here for info. However none of that can protect again a tree falling on it or a animal chewing through it. To prevent that, it would have to armor the wire so much that it wouldn't be economical and would weigh too much. Some areas bury the coax underground to further protect it, but then you are affected by water in the ground and people hitting the wire when they are digging for something else. Long story short, stuff happens. 

Did you end up figuring out what took down your line?

conesae's avatar
conesae
New Contributor
31 days ago

In Europe we put cables inside plastic tubbings, I don’t think that is expensive. My guess an animal chewed on it.

  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor
    31 days ago

    Isn't most wiring in Europe underground? If so, it would be in conduit like it is here. Whether wiring is above ground or underground depends on where you live and isn't controlled by the ISP. 

    PS. Getting zoning permission to lay wiring underground is probably the most complicated and expensive part of installing new infrastructure. It's what keeps many ISP from competing with other ISP. 

  • Darkatt's avatar
    Darkatt
    Honored Contributor
    30 days ago

    The answer to your question is, the wiring from the Demarcation point, (Where the Cox cable comes up to the home) forward into the home is the homeowners responsibility for repairs. The cable coming UP to the home is Cox's responsibility. 

    That being said, Cox has a service called Cox Complete care which is 10$ a month will cover the repairs. 

    https://www.cox.com/residential/support/cox-complete-care.html