Pro Connect Charges
Hi - has anyone been having issues regarding Pro Connect charges showing up on their bill despite being told by the technician and customer service that the visit would warrant no-charge? We're long time customers of Cox and decided to carry over using them at our new apartment complex. Upon going through self-installation and running into connectivity issues, we called the customer service line for support. Long story short they recommended we have a technician come by to confirm everything's good with the equipment - on this phone call we had them confirm we would not be charged for the visit if the technician does not need to fix anything. We did NOT receive any email confirmation for the appointment, or written information on the details/costs that could be associated with this appointment. The technician came, let us know which outlet the router should've been plugged into, and left within 5 minutes. As part of this, he notified us that we would not be charged and can reach out to Customer Service if anything shows up on our bill. Now, a month later, we're seeing a $100 charge on our bill. Despite receiving confirmation again from the technician and speaking to numerous customer service agents, we're being forced to pay a bill for a service we did not receive and were not notified of prior. Is anyone else having this issue? We're greatly disappointed with the lack of customer support we've received and the inability to honor what we were initially told. It feels deceitful that customer service had recommended a technician coming out for something they could have assisted with when we contacted them, and for us to be stuck with a bill that we were told numerous times would not exist. Putting this here in case anyone else is having a similar issue or has recommendations on addressing. I'd also like to add - we're in a complex that already had Cox Fiber connections set-up. We shouldn't have even had to set up a new router, but the previous tenants took it and we were told there would be no cost to get a replacement set up.
Installing Coax myself
So I moved into this new house on the first and I already had Cox prior to moving in. Since this property was remodeled there are no coaxial connections in the house. I live in San Diego so there are no technicians able to enter the property for who knows how long. I am currently stuck with ATT because they were willing to enter the property to install but they only offer 75mbps which is a major nogo. I am looking at installing the coax myself and run the line outside so a technician can hook up service for me. Does anybody have any tips for specific materials to use? I already know I need fish tape and there are drop boxes in the rooms already.
SB6183 only using two channels
I swapped modems out this morning and upgraded to a SB6183 from a SB6121. Speeds cut in half. There were no wiring changes, just a equipment swap. I checked the hardware status page and am only showing two channels being used. Is there a way to request a firmware push from the Cox servers and ensure that everything on my account is set up for DOCSIS 3.0?
