Forum Discussion

Dylanww's avatar
Dylanww
New Contributor II
10 months ago

$100 fee technician

Cox says (Cox is not responsible if connection is coming into your home.)  I have just started services and my wall coaxial connection/ outlet for the router needs to be activated.  This will cos...
  • CurtB's avatar
    CurtB
    10 months ago

    Dylanww   Contact Cox again.  Subscribe to Cox Complete Care and schedule a tech visit to fix/activate the outlet that doesn't work.  Ask to have the $100 professional installation fee waived.  Keep Cox Complete Care at least 90 days.  If you cancel before then, Cox will bill for the professional installation fee.  This will get your Internet working at the outlet of your choice and save you $70.  Plus, you'll have CCC for other issues in the first 90 days.  See this post

CurtB's avatar
CurtB
Valued Contributor III

TiffanyR   I understand most of that.  But CCC does cover replacement of outlets.  If OP had never used the word "activate", but had simply contacted Cox to schedule a tech visit to repair an outlet that doesn't work, would Cox have just assumed it was an install without even examining the outlet?   What I'm not clear on is why that's considered an install and not a repair.  What did the OP install?  It doesn't appear he installed the outlet.  He has Cox service for other outlets.  Why would you assume the customer switched provider?

TiffanyR's avatar
TiffanyR
Former Moderator
10 months ago

Hello CurtB, 

Anytime a technician is sent out within the first 30 days of a self-installation, then it is scheduled as a failed self-installation. CCC would not apply to anything other than a service call (which is not scheduled within the first 30 days of installation). I hope that helps. 

 

  • CurtB's avatar
    CurtB
    Valued Contributor III
    10 months ago

    TiffanyR   I understand that.  But you didn't answer my question about why an existing outlet that doesn't work is assumed to be a self-install and not a repair that would be covered by CCC.  OP has other outlets for Cox services.  

  • TiffanyR's avatar
    TiffanyR
    Former Moderator
    10 months ago

    Hello CurtB, 

    I have done some research and there was a recent change. As of January 23, the Cox Complete Care will apply to Pro-Connect Conversations (Failed Self-Installation). Customers would need to maintain CC for at least 90 days for CCC to cover the charge. 

  • TiffanyR's avatar
    TiffanyR
    Former Moderator
    10 months ago

    Hello CurtB, 

    I am sorry that you did not receive my last response. I have included it below. Please confirm if received. 

     

    "I have done some research and there was a recent change. As of January 23, the Cox Complete Care will apply to Pro-Connect Conversations (Failed Self-Installation). Customers would need to maintain CC for at least 90 days for CCC to cover the charge."