Did they really say you have to pay $75 to schedule the technician? Or did they say it will be $75 if the technician has to fix your equipment? I've always understood it to mean that if they send a tech out, the tech is going to fix your problem but if they have to fix your equipment then you have to pay. Seems fair enough to me. Are they now charging the fee in advance just to schedule the tech?
Chat support techs don't understand the system. They just have a list of steps to follow and they can see a red light/green light status on your modem. All of this technical stuff about T3/T4/DRW is over their heads. Use phone or e-mail support for anything that requires troubleshooting.
This is the portion of my chat today where he told me that it would be $75 to schedule someone to come out.
02:17:28 PM [Cox Rep Name Hidden]
Since what we've done so far hasn't resolved the issue, it seems the issue is probably with your equipment (gateway/router/modem). For additional help, you might need to speak to your equipment manufacturer. I can check for the phone number if you'd like.
You can also schedule a technician appointment, it has a charge of $75.00.
Interesting. Maybe someone from Cox can chime in on that.
That would be nice since I just got kicked off a business call with a potential client... again. Looked up the logs...
| Aug 11 2020 13:38:46 | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Aug 11 2020 13:38:46 | Critical (3) | No Ranging Response received - T3 time-out |
Sounds like that problem is costing you a lot more than $75 in lost revenue. Might be worth the tech visit even if you have to pay for it.
