Why do I HAVE to have a service tech?
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 r...
Forum Discussion
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 @CoxHelp, on Facebook, or by email at cox.help@cox.com.
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.
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.
Were you asking me or the moderator?
