TiffanyR
Former Moderator
Joined 13 years ago
User Profile
User Widgets
Contributions
Re: Programming interruptions
Hello All, Our video engineers are aware of this issue with commercials being inserted unexpectedly. We are currently working on a resolution. We thank you for your patience and apologize for the inconvenience it has caused. In the interim when this happens, you should be able to move away from the channel and come back to resume regular viewing.101Views0likes0CommentsRe: Don't want Yahoo!!!
Hello Danielhammer, We appreciate your feedback. We do not charge for email service. It is a free service that was included with the Internet. As of a couple of years ago, Cox stopped offering this free service to new or existing customers. If you had an email address with Cox prior to that date, then you retained the ability to keep that email, but no new email addresses could be created. You do have the option to not transition your email to Yahoo and transfer your Cox email content to another provider. Check out https://www.cox.com/residential/support/transfering-cox-email-content-to-another-email-provider.html for more information. If you do decide to not transition to Yahoo, you will eventually lose access to the cox.net email address. You can find more information about the email transition at https://www.cox.com/residential/support/coxnet-email-transitioning-to-yahoo.html .712Views0likes1CommentRe: Don't want Yahoo!!!
Hello Danielhammer, To ensure the best email experience possible for our customers, we have decided to transition the email service and support of your cox.net email to Yahoo Mail. This transition lets you keep your unique email address, messages, folders, calendar, and contacts. Yahoo Mail will continue to offer the advanced support and enhanced protection for your email. I understand that change can be hard. We will work with Yahoo to provide a seamless transition for our cox.net email customers.835Views0likes4CommentsRe: Poor service is an understatement
Hello Rglancey, I am truly sorry to hear that you have had internet issues over the past 17 hours and have not received any updates. Have you been told if there is an outage or not? Outages don't usually last for that long. We would be happy to take a look into what's going on with your service. When you have a chance, can you email my team at cox.help@cox.com with your name and address to allow us to investigate?97Views0likes3CommentsRe: At my wits end
Hello 27Val27, I am sorry to hear that you have had a poor experience when contacting us. It sounds like the issue is with a charge for equipment that you do not have. We do care and would be happy to look into that charge with you. Can you email my team at cox.help@cox.com with your name, address, and an explanation of your concerns? The purpose of the Cox Internet Forum is to allow customers to discuss technical topics related to residential Cox High Speed Internet services with other customers. If you need help with billing or other account-specific issues, please reach us on Twitter at @CoxHelp, visit us on Facebook, or at cox.help@cox.com.66Views0likes0CommentsRe: Prepaid return label?
Hello Mindspring, We no longer offer prepaid labels for returning equipment. There are a couple of options available to you though. You can return the equipment to one of our Retail stores. To find the locations and hours, check out https://www.cox.com/local/search . You can also return the equipment to any of over 4,500 UPS store locations. You can find store locations at www.theupsstore.com/locations . You would need to allow up to 7 days for the equipment to be shipped from UPS to us. With either of these options, I would recommend keeping a copy of the return receipt. The one from UPS will have the tracking number on it. You can find out more at https://www.cox.com/residential/support/returning-your-cox-equipment.html1.4KViews1like1CommentRe: $100 fee technician
Hello CurtB, Further investigation shows that there was a recent change. As of January 23, 2024, Cox Complete Care (CCC) customers are eligible to have the $100 pro-connect conversion fee waived. Customers must maintain their CCC subscription for at least 90 days. The documents at https://www.cox.com/residential/support/cox-complete-care.html and https://www.cox.com/aboutus/policies/completecare-terms.html have been updated with the recent change. To answer the question, as of January 23rd, CCC does cover the fix of an existing outlet as long as a wall fish is not required or anything else listed under excluded serves in the Complete Care Terms of Service. Prior to January 23, CCC would not apply to the account until 30 days after a self-installation. This would not matter if the customer was new or an existing customer adding a new service.143Views0likes0CommentsRe: $100 fee technician
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."58Views0likes0CommentsRe: $100 fee technician
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.56Views0likes1CommentRe: $100 fee technician
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.92Views0likes3Comments