Pro Connect Charges

Hey all, 

I know I'm not the first customer with this issue but wanted to post to spread awareness to something that I haven't seen addressed yet: if you have a technician come to your home to check the cables and they say that the issue is with Cox's infastructure, HAVE THEM NOTATE THAT IN THEIR WORKNOTES or you will be charged $100, regardless on what was told verbally.

The long story: We had joined Cox and had issues with the wifi dropping. After working with tech support through the phone, they had let us know that because they can't resolve the issue virtually, they'll be sending a technician to come over and assess. The technician comes over, great guy, tries all sorts of things in the home only to come back and say that the issue is not with the self install, but with the cables that Cox owns that are outside the home. He puts in a work order with Cox later that week (that an agent was able to find for me but is magically gone once I try to dispute the charge) and confirms with me that because we're letting Cox know about their faulty cables, we will not be charged.

After two unprofessional interactions with the call center (one was with a supervisor who didn't even listen to my issue before transferring us to someone else), I am still stuck with this bill for their failing cables. Oh, and if their cables decide to break again? Guess we're going to be stuck with another $100 charge for trying to get reliable internet.

Moral of the story? Don't use Cox. 

The real moral of the story? If you run into an issue that needs a technician and they say that it's not your fault- GET IT IN WRITING or you'll be charged for letting Cox know that there's an issue with their outdoor lines.