Pro Connect Charges
Hi - has anyone been having issues regarding Pro Connect charges showing up on their bill despite being told by the technician and customer service that the visit would warrant no-charge? We're lon...
Forum Discussion
So basically, the issue was user error and the solution was customer education? I would still consider that chargeable. The customer is responsible for everything past the demarc, where the coax connects to the electrical ground. It was wrong that you were not warned(or rather incorrectly warned), but IMO it was not wrong that you were charged. Tech was trying to be nice and didn't charge you, but then the automated system probably saw the resolution code on the work order and applied the charge.
As for your second statement, you said you have fiber? If so, why are you even using their gateway? Just use or buy your own router. Also, you said the tech showed you which outlet. You mean ethernet or coax outlet? Fiber(FTTP) uses a optical network terminal that turns fiber into ethernet. The hand off in your apartment should be ethernet. If you have multiple working ethernet outlets you must have some kind of network of your own installed in your apartment.
We're using the Cox Panoramic Wifi gateway as it initially came with the unit (as it does all units here) but was taken by the previous tenant. Upon contacting both our leasing office and our local Cox team, we were told the replacement and installation of the gateway would be free as it's standard to every unit.
The only reason we had a technician come out was because customer service let us know they weren't able to support. It was at this point they stated over the phone it would be free for assessment and we'd only be charged at the point in which the technician provides a service, which he did not and he confirmed verbally and after following up on this matter.
If "customer education" is chargeable then I'd hope over-the-phone service would be better equipped to answer questions and support. Yes, we asked neighbors and our on-site maintenance before relying on customer service.
How do you define "provides a service"? They moved the gateway over and plugged it into the right ethernet. Did no one at your leasing office tell you which outlet to use? If there are multiple ones in your apartment, and only 1 is connected to your ONT, what do the other outlets connect to? Sounds like you have a internal network, maybe with a patch panel and switch that needs to be intergraded into your network. Your leasing office should know this process since it's common for them but rather uncommon for support. That is why you got bad support. Is getting bad support bad? Yes. Also I think the local Cox team should have better defined what exactly is included. But I also see fault on both sides. You may not want to hear that from a stranger, however, then maybe you shouldn't be posting on a public forum. Either way, your case is with Cox's billing department. Nothing I say matters. Good luck. Even though I don't see Cox at particular fault, I am always on the side of the customer over the multi-billion dollar company.
Hi WiderMouthOpen,
I appreciate the input and responses here. Thanks to this public forum, we were able to identify other customers with the exact same problem (apartment setup, difficulties with plug-in location, discussion with customer service resulting in tech visit, etc) and were able to reach a resolution on the charges with Cox. We posted here with the intention of identifying others with this issue and thankfully accomplished so, and thankful Cox was able to help out in the end.
