Forum Discussion

ecsc94's avatar
ecsc94
New Contributor
2 years ago

Deamage to sewer line

Just over two weeks ago my sewer line backed up into my home.  After hiring two different plumbing companies to identify and rectify the problem, including a video camera in the line, it was believed to be caused by tree roots even though the sewer snake could not cut through them.  After excavating 30’ of my sewer line and exposing the section with the blockage, we noticed a Cox cable line had been directionally bored through the top of my sewer line, and the cable was causing the blockage. 

I’m now over a week into trying to get Cox to accept responsibility and reimburse me the $8k spent in repairs.  I’ve emailed pics of the pipe with the cable running through, the utility markings from the cable to the Cox box, and contacts for the plumber and utility marker to confirm root cause of the blockage.  Tomorrow will be a week with no response.  

Cox, please just do the right thing.  I’m not asking you to cover damage in my home, nor compensation for the week I had to take off work.  I just want you to cover the damage done to my sewer line and cost of replacement.

If I need to submit my claim through other channels, please direct me accordingly.

Thank you. 

  • LisaH's avatar
    LisaH
    Moderator
    2 years ago
    Hi Ecsc94 . The purpose of the Cox Internet Forum is to allow customers to discuss technical topics related to residential Cox Cable, Telephone and High-Speed Internet services with other customers. This appears as if you may need someone to look into your account personally. We would definitely be able to assist you with this. Please reach out to us on Twitter at @CoxHelp via DM, visit us on Facebook via private message, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started. - Lisa, Cox Support Forums Moderator
    • WiderMouthOpen's avatar
      WiderMouthOpen
      Esteemed Contributor
      2 years ago

      Lisa, could you confirm or deny any of the contacts I gave out? Are they still current?

      • Becky's avatar
        Becky
        Moderator
        2 years ago
        @ecsc94 and WMO, the fastest way to have this addressed is to email my team at Cox.Help@cox.com. We can create an escalation ticket and immediately get the ticket to the team who can address the issue. Emailing bigwigs will put the issue under a spotlight; sure. However, it may take multiple email jumps/forwards before the email gets into the hands of someone who can actually do something to correct the problem. I'm so sorry for the hassle that you've experienced with your sewer line! I've had to excavate my sewer line to resolve a blockage, and it certainly isn't much fun at all. I can definitely assist you in escalating this issue to the correct team. -Becky, Cox Support Forums Moderator
  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor
    2 years ago

    This is a user helping user forum for technical issues. I don't think anyone here can help you. If you want to contact Cox, email them at cox.help@cox.com but I am not sure they handle things like that. Is that the email you used? 

    • ecsc94's avatar
      ecsc94
      New Contributor
      2 years ago

      Ok, thank you.  Wasn’t sure if Cox had anyone here.  No, I have several Cox employee emails I used, but no response.  I’ll include the Cox.help email in my next one.  Thank you, appreciate the help!. 

      • WiderMouthOpen's avatar
        WiderMouthOpen
        Esteemed Contributor
        2 years ago
        Wasn’t sure if Cox had anyone here

        That email goes to the Social Media Team, who moderate these forums, but only when they see fit. Even if one responded, they would probably only give a copy/paste response asking you to email them. I found the number (678) 645-0000 which according to here goes to the Cox’s Executive Offices. Or if you want to go really crazy, try looking up someone from here on LinkedIn. 

  • Darkatt's avatar
    Darkatt
    Honored Contributor
    2 years ago

    Normally the Cox coax line is only about 6-8 inches below the surface of the ground. I REALLY doubt your sewer line is that shallow. Additionally, your sewer line is 4 to 6 inches in diameter. HAD the cable line been bored through the sewage pipe, you would have had sewage draining through that and causing one heck of a stink. Also, since the cox cable is REALLY small compared to the diameter of a sewage line, I fail to see how it could cause a blockage, without causing leakage in the area of the pipe damage.

    Last but not least, before a cable line is run underground, the area gets marked for ALL underground services and pipes prior to running the cable. IF they intersected, the cox cable would have been far above the sewage line, but since the area would have been marked for all underground services, I don't see how this could have happened.