Forum Discussion

brioche's avatar
brioche
New Contributor
2 days ago

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 long time customers of Cox and decided to carry over using them at our new apartment complex. Upon going through self-installation and running into connectivity issues, we called the customer service line for support. Long story short they recommended we have a technician come by to confirm everything's good with the equipment - on this phone call we had them confirm we would not be charged for the visit if the technician does not need to fix anything. We did NOT receive any email confirmation for the appointment, or written information on the details/costs that could be associated with this appointment. The technician came, let us know which outlet the router should've been plugged into, and left within 5 minutes. As part of this, he notified us that we would not be charged and can reach out to Customer Service if anything shows up on our bill. 

Now, a month later, we're seeing a $100 charge on our bill. Despite receiving confirmation again from the technician and speaking to numerous customer service agents, we're being forced to pay a bill for a service we did not receive and were not notified of prior. Is anyone else having this issue? We're greatly disappointed with the lack of customer support we've received and the inability to honor what we were initially told. It feels deceitful that customer service had recommended a technician coming out for something they could have assisted with when we contacted them, and for us to be stuck with a bill that we were told numerous times would not exist. Putting this here in case anyone else is having a similar issue or has recommendations on addressing.

I'd also like to add - we're in a complex that already had Cox Fiber connections set-up. We shouldn't have even had to set up a new router, but the previous tenants took it and we were told there would be no cost to get a replacement set up. 

Installation
  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor II
    2 days ago
    brioche wrote:

    a technician coming out for something they could have assisted with when we contacted them

    How would someone working in a call center know how your apartment complex is wired? Didn't you ask any neighbors or your landlord before contacting Cox?

  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor II
    2 days ago

    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. 

    • brioche's avatar
      brioche
      New Contributor
      2 days ago

      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. 

      • WiderMouthOpen's avatar
        WiderMouthOpen
        Esteemed Contributor II
        2 days ago

        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. 

  • LatitiaS's avatar
    LatitiaS
    Moderator
    2 days ago

    Hi brioche,

    Customer Service is very important to us and I regret to learn we have left you with such a negative perspective.  When customers elect a self installation, are not able to successfully complete the install and it is within 30 days, there is a potential for a fee to be assessed if a technician is needed to complete the install.  We want to be as transparent as possible and it is indeed troubling to find that you were not advised of the possibility of a fee.  

    Please note, the purpose of our internet forum is to allow customers to discuss technical topics related to Residential high speed internet services with other customers.  If you wish to speak with an agent about your billing, please feel free to send us an email to Cox.help@cox.com.  My team is happy to assist. 

    Cox Support Forum Moderator 

    • brioche's avatar
      brioche
      New Contributor
      2 days ago

      If there's no other resolve, then I hope if anyone has a similar issue in the future and come across this post they're aware that:

      (1) "No charge visits" are not guaranteed regardless of confirmation by numerous Cox employees. 

      (2) A $100 charge will be enacted if a technician comes out regardless of if any service is truly provided.

      (3) Transparency issues and lack of confirmation are at the fault and cost of the consumer. Customer service will continue to give you the run around. Learn from our mistake.