Forum Discussion

coxPhxCustomer's avatar
coxPhxCustomer
New Contributor
2 months ago

Hidden list of fiber install requirements?

Is there a hidden list of install requirements for fiber? Cox recently added fiber lines to the neighborhood and every time I login, I get an Ad to schedule a free upgrade to fiber. I decided to try this and scheduled a time. Tech comes out today, says there is no conduit from the wall to the structured wiring panel in my laundry room and he can't do the install. 

Tech leaves without so much as a goodbye so I chat with support to see if this is it or they are just sending someone else. They scheduled a new appointment (as a service appt, not an install). Then I get a cancellation of my order. A subsequent chat confirms that the order is supposedly still fine and the tech coming will be able to do an install drop through the side of the house and down from the attic. I'm admittedly skeptical of this. 

Anyway, is there a "hidden" list of requirements to get this installed? Do I need to have conduit to get this service? I don't want to keep wasting my time on this if they are not going to make the most basic effort. . Seems odd to me that they would trench in the fiber lines through the neighborhood then not install in any of the houses because the builder did not add a conduit for them to pull through. 

  • ChrisJ2's avatar
    ChrisJ2
    Moderator
    2 months ago

    Hi, there. I'm so sorry for the difficulty with your fiber install. Please email us at cox.hetp@cox.com with this post, your physical address and Cox PIN. I would be glad to assist you with this. 

  • CurtB's avatar
    CurtB
    Honored Contributor
    2 months ago

    coxPhxCustomer   Would you mind posting back when this is resolved?  A lot of people could be interested in what you find out.  Thanks.

  • ExtraChrispy's avatar
    ExtraChrispy
    Contributor III
    2 months ago

    If this room you're describing does not have any exterior walls they probably aren't going to want to wall fish the fiber.  Most installs I've seen require that the equipment be installed on the inside of an exterior wall.  

  • coxPhxCustomer's avatar
    coxPhxCustomer
    New Contributor
    2 months ago

    Quick update - They sent another tech out but booked it as a service appointment despite expressing concerns in 3 different email replies advising this was an install. Tech advised he could not do the install that day as there was not enough time. He did however look at the setup and confirm that they should be able to do the install without having the conduit by running the cable up the side of the house and dropping it into the structured wiring space. Another install call was scheduled for next week so we'll see what happens.