Customer Service lied and to did the tech
Our internet went out during our last big storm in Edmond. My son and I were trying to get our router to work. We have a desk top computer so we have a router that is about 10 years old. My husband c...
Forum Discussion
Was your previous unit a combination modem and router? You were supposed to be renting this combo unit, but Cox had forgotten to charge you a rental fee every month...for the past 10 years?
Since you have landline service, Cox must freely loan you a telephone modem. These telephone modems are also combination Internet and telephone modems.
Return the new modem/router, get your free issue and purchase a router.
Why'd your bill increase $50? Isn't the rental fee for a Panoramic $10-12 per month?
Since you have landline service, Cox must freely loan you a telephone modem.
Good point! I missed that. I am curious if the old "modem" was actually a phone/internet gateway in bridge mode.
jsuncha The modem you want to trade your gateway for is the TM3402. You might want to double check your router is working before you trade it in though.
It reads like the OP previously had the Panoramic.
Our router and modem were separate pieces of equipment. Router is a NetGear and the modem was small and black. I don't understand why they would take away perfectly functioning equipment and replace it with something else we didn't need. Is it because we are naïve consumers?
The router still works. It was just offline. I was able to login into the router on our computer. My son was walking me through the process over the phone.
The original modem I received in 2011. We have NetGear router that we purchased a long time ago and that still works. The technician took our modem and replaced it with a combo router modem. My husband and I are older, we are not gamers; we just like to read the news on our desk top and a play solitaire. We use wifi for our Roku TV and our lap top. My son (who doesn't live in this state) is going to send me a link to a NETGEAR modem for us to purchase and install so we can take Cox back there equipment. I feel like I'm in a state of panic. I do not know anything about Panoramic. I wasn't aware of it's existence, nothing. I do not know why it increased by $50 or why the customer service person told my husband they will do us a favor and take $25 off it.
What did you mean with "fall through the cracks"?
For Internet service, you had two things: an Internet modem and a router.
The tech took the previous modem and replaced it with a modem/router combo.
You still have the operational Netgear router.
The customer service person told my husband the reason why we haven't been paying for our modem (and these are her words) "we fell through the cracks and sometimes that happens". We stopped making payments on the modem years ago. Equipment charge stopped showing up on our bill.
Yes, the tech took our functioning modem and told my husband our router was bad. I wasn't at home when this took place.
Yes, we still have the functioning Netgear router. I'm glad my husband didn't put it in the trash. He tends to do things like that very quickly. I
Thank you very much for your patients and for all your help. You appreciate you so very much 😃
