Why do I HAVE to have a service tech?

Question

I have to call multiple times to have Cox reset my modem that they "can't find" because I bought it personally because I could never get theirs to work. When I called today the agent was absolutely rude and said they HAD to have a service tech come to my house . . It's $75 for them to tell me they don't know or it's gonna be my brand new modem that I know works perfectly. However she told me today that there is no outage and she can only tell if there is an outage if a tech comes to look. But all the time slots are filling up fast.Now my internet is back to working for now. But any idea who works in the ark city area ? Because after 9 years of fighting to have the Internet I pay for to work, I think it's time to cut ties with a company that doesn't care about it service&nbsp;

colleend · Answer

troeder I can see how having to call would be frustrating. We are unable to reset your modem if it is not connected to our network. Without having a tech out it would be impossible to guess what might be the cause as we are unable to check each connection point remotely, like a tech onsite can do. Depending on the root cause of the issue, there may be a charge of $75 associated with the visit. If the problem was caused by Cox equipment or signal delivery on our network you would not be charged. It is the technician's determination to waive the fee if the problem was caused by Cox equipment or signal delivery. Please see https://www.cox.com/residential/support/cox-complete-care.html to learn about Cox's solution for coverage of repairs and advanced technical support. If you have any questions or concerns specific to your account I would recommend reaching out to us directly so the details can be discussed privately. We would never want you to share account specific information in a public forum. We're available on Twitter/X at&nbsp;@CoxHelp, on&nbsp;Facebook, or by email at&nbsp;cox.help@cox.com.
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widermouthopen · Answer

Colleen, how would the problem be impossible to guess? How is anything impossible to guess? How would you troubleshoot this problem if you were having problems with your internet? Would you have to look up your modem in your own tools? I am really not trying to be a jerk here because you're actually one of the few moderators here who help. I will try to help the user with basic troubleshooting in an attempt to both save the user time, money and effort and possibly cost for your company. I will not try to understand you're troubleshooting anymore though. However, if you would like to discuss this, please post on the thread I made on the issue. Thank you and have a nice day.

widermouthopen · Answer

What kind of problems with your internet are you having exactly? Why did you have to reset your modem and why did you have to contact Cox to reset your modem? Usually un plugging the power and plugging it back in does the same thing. What kind of modem and router do you have? What kind of troubleshooting have you or Cox tried so far? Has a Cox technician been out already?

troeder · Answer

If all the technicians available spots are filling up quickly ... Wouldn't you say there is an issue in the area? Asking a serious question, because to me that's where I'm at with it. I've found a new Internet provider and will cancel as soon as the new one is installed. I've fought with Cox for 9 years and it's just not worth it anymore.&nbsp;

troeder · Answer

We had no issues until it we were trying to watch something and all of a sudden it went out. I went and unplugged and replugged in and it was blinking but wouldn't stay solid. Got on the cox app and rest it from there, worked for 15 min then cut out. Did this back and forth until the app wouldn't let me reset anymore and told me to call a technician. No I am not calling a technician because they always tell me it's on my end and I'm not paying for the bull anymore. When it works perfectly fine until all of a sudden it doesn't. But it's back to working fine today so I'm gonna say it's them having issues, but won't say it's an outage.&nbsp;&nbsp;