The way service charges work, IF the issue is delivery UP to the home, OR if it's Cox's equipment failure, there is no charge for the visit.
IF the issue is after the point of deliver up to the home, IE, Home wiring, splitters, cables inside the home, wall plate barrel connects, personal equipment, then there is a service charge for the technician.
IF you are a new customer, and did a self install, basically the same rules apply. If it was an issue with delivery up to the home, (known as the D-Mark, (Demarc or Demarcation point)), then you are responsible for a 100$ conversion from Self Install to PRO Install. ALSO, again, if the issue was in fact Cox's equipment, then no charge.
Lastly, IF the modem cannot be reset over the phone, AND you have tried, powering it off, waiting a minute, and the plugging it back in, (Which resets it), then there is a communications issue with the modem, refer back to cables, wires, splitters, wall plate barrel connectors...
To dispute the charges, call and ask to speak to a supervisor. THEY can get the call you originally made pulled, since all calls are recorded, and see what the agent told you over the phone. IF it was promised to be at no charge, they can get the charges reversed. If however the agent did as they were supposed to, they should have advised of the possibility of the service charge if it wasn't an issue with delivery of service to the home, or Cox Equipment failure.
