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Discussion Starter · #1 ·
I'm in the middle of an email exchange with Cox Fairfax customer service.

It started with a *****-letter I sent them about their planned increase of CableCard rental rate from $1.99/month to $4.50/month. See this thread for more details (they have since decided not to change the rate after all).

However, I also mentioned the fact that Cox NoVa persists in charging two digital gateway fees in addition to the two rental charge for two CableCards, even if both cards are installed in a single Tivo.

The CSR pointed this out as "misinformation," and said that Cox charges only one digital gateway fee if two CableCards are installed into a single Tivo Series3 or TivoHD device. All you have to do is tell the sales rep that both cards are for an HD Tivo when you set up the appointment.

This is news to me. I've called their customer service line twice to get estimates on the cost of upgrading to digital service for my Series3 (I'm cable+OTA at the moment). Both times I was informed that I would be charged two digital gateway fees. And I have yet to find a single poster from NoVa in the Cox CableCards thread who is paying only one digital gateway.

So, Cox Fairfax customers: what are you paying for CableCard service to your Series3 or TivoHD?
 

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Discussion Starter · #3 ·
This is what I'm saying!

I responded back saying that, if the CSR could guarantee me that I would only pay one digital gateway fee, I would upgrade immediately. (I'll happily trade $11/mo. for the reliability of CableCard over my spotty-at-best OTA reception.)

She got back to me within an hour that she guarantees that only one gateway fee will be charged and she apologized that I never got the right answer.
 

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If you continue to get stonewalled by a CSR, or a CSR tells you you won't get charged twice but your bill shows differently, write a letter (not email) to the Cox legal group and explain the situation. They have the power and responsibility to correct it.

Cox Communications, Inc.
Law & Policy Group
1400 Lake Hearn Drive
Atlanta, GA 30319
 

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Revolutionary said:
This is what I'm saying!

I responded back saying that, if the CSR could guarantee me that I would only pay one digital gateway fee, I would upgrade immediately. (I'll happily trade $11/mo. for the reliability of CableCard over my spotty-at-best OTA reception.)

She got back to me within an hour that she guarantees that only one gateway fee will be charged and she apologized that I never got the right answer.
Do you have her name? I want to quote her when I call them. When I first got my S3 I complained to Cox on more than one occasion about the double "gateway" charge, even pointing out that their dual tuner DVR only had a single "gateway" charge, but was told each time that the policy was one "gateway" charge per CableCARD regardless of where it was installed.

If I can get this approved, at least I'll get $0.95 back in my pocket after the CableCARD rate increase. I can't wait until FiOS gets to my street...
 

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Revolutionary said:
However, I also mentioned the fact that Cox NoVa persists in charging two digital gateway fees in addition to the two rental charge for two CableCards, even if both cards are installed in a single Tivo.

The CSR pointed this out as "misinformation," and said that Cox charges only one digital gateway fee if two CableCards are installed into a single Tivo Series3 or TivoHD device. All you have to do is tell the sales rep that both cards are for an HD Tivo when you set up the appointment.
I'm STILL paying the double CableCard fee. I formally complained to Fairfax County, who punted it to Cox, and I spoke with Cox "consumer advocate" (who's name I saved but I don't have in front of me this second) who was nice enough, agreed with my point, but basically said that was Cox policy.

Post that CSRs email ... I will so follow-up on that.
 

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Discussion Starter · #8 ·
Sorry for the delay in getting back to this, but I wanted to be sure that my install went smoothly before I posted all of the details you've asked for.

Here are the pertinent excerpts from the CSR's emails:

Cox CSR Email #1 said:
You mention that Cox is "charging two digital outlet fees for CableCARDs installed into a single device", this is misinformation. Currently Cox Communications charges $6.95 for the digital service and $1.99 for each CableCARD ($6.95 x 1 and $1.99 x 2); there is no second Digital Service charge for dual CableCARD devices. . .

Currently Cox does charge an installation fee for CableCARDs for the simple reason that because of the delicate nature of the equipment we are trying to avoid a damaged equipment form incorrectly installed CableCARDs as well as reduce the number of additional technician visits should there be an issue with installation. The installation fee is equal to that of all other installation charges for similar services at a one time charge of $29.99 for both cards installed in the device.


My response:

Me said:
I have twice called Cox to inquire about the fees I would incur to install two CableCards into my dual-tuner Tivo. On both occasions I was informed that I would be charged for two CableCards AND two digital outlet fees. Further, I personally know several Cox Fairfax customers who are being charged two digital outlet fees for the use of two CableCards in one Tivo.
Final CSR Follow-up:

Cox CSR Email #2 said:
We are sorry to hear that you were provided incorrect information. We can say with absolute certainly that the pricing we provided you in this email is correct. When utilizing a Tivo Series # host devise that calls for two (2) CableCARDs, you will be charged $6.95 for Digital Service and $3.89 ($1.99x2) for the CableCARDs per month.

Also, we can say that the only time the charge would be different is if when a customer called in it was not specified that the customer was needing the two CableCARDs for a TiVo series 3 device. Of course we can correct that should they call our service center.
She had a sales coordinator call me a day later and we set up the installation. The guy left a couple hours ago. We'll see soon if all of this plays out without hiccup, but at least I have it in writing that I should only pay one installation fee and one digital gateway fee.

Good luck all!
Rev
 

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I called today to see if I could stop paying for 3 digital gateways (I have a SA8300HD and a Series 3). After much back and forth the CSR tell me that there are two cable boxes on my account in addition to the series 3. Since I am only paying for one cable box, I dont know how that can be. I"m told that my phantom cable box will be removed from the bill in 7-10 days and then they can take care of the extra digital gateway charge. we'll see.
 

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I've been following this whole two digital gateways fees for couple of months since I've been getting charged the digital gateway fee twice and I've been looking for a way to have that not happen. I had to call Cox tonight to get them to resend a signal or something to one of the CableCards since it stopped working and asked the person if I should be getting charged for two.

He first said there was a discrepancy between two different parts of my account, one part that said I should only be charged for one digital gateway for the two CableCards in the TiVo and the billing part of my account that had me being charged twice for them.

He was able to go in and make some notes in my account saying I should be charged one digital gateway fee, then said I need to call billing in the morning to make sure they credit my account for the last 9 months that I have been paying two digital gateway fees.

Here's where it gets interesting. He said I should be (after this gets fixed) getting charged two digital gateways BUT that one is largely negated because they apply what they "add a discount code" for which the abbreviation is "cabl cd ao adj" and the service code is 6510. When I say largely negated, I mean that the aforementioned code takes off $5.95 of the $6.95 for the second digital gateway. Essentially I'm now paying $1 for the second digital gateway. While this is less than ideal, I can live with paying $1 for the second digital gateway rather than $6.95

Hope this helps.
 

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So, has anyone in the Cox/Fairfax market who is currently being charged two digital gateway fees for their TiVo actually succeeded in getting the double charged eliminated?

I ask because I sent a message via Cox's online form on Thursday (9/20) referencing this thread and including all of the information about who I spoke with last time. Since then I have heard nothing, nada, zip. I know they got the message because I got the confirmation email. I didn't want to call because I always get the run-around with CSR people on the phone, and this time I wanted a documentation trail.
 

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Discussion Starter · #15 ·
Just call. I got the impression that this is now an issue with them that the CSR's know about. If you get a clueless CSR, ask to speak with a manager, or be transferred to a sales specialist.
 

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I guess I was just a little impatient. I just now received a message from Cox Customer Service. Here are the relevant bits:

Please allow me to begin by apologizing that this error took place.
Initially when the Tivo Series 3 equipment launched it altered the
procedure service representatives used in building accounts. The change
it seems has caused some confusion. We have taken steps to redistribute
the information so this type of issues does not reoccur.

We have reviewed your account and see that the cable cards were
initialized on your account on 9/20/06. We have refunded the $5.95 that
was charged each month for 12 months in the amount of $71.40 + tax of
$5.71. This has been placed as a bulk credit on your account as of
today's date. We have also added the discount code which removed the
extraneous charge going forward.
Woo-hoo!
 

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I just called but had no luck with the second digital gateway fee. The CSR even "checked with others" and said that they do charge a second fee ESPECIALLY if it's a Tivo box!

But I did get a refund of the install fee because the technician left without it all working. I had to call in and get the cards working.

I'll keep trying.

Revolutionary, Thanks for PM!
 

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Discussion Starter · #18 ·
amshah97 said:
I just called but had no luck with the second digital gateway fee. The CSR even "checked with others" and said that they do charge a second fee ESPECIALLY if it's a Tivo box!

But I did get a refund of the install fee because the technician left without it all working. I had to call in and get the cards working.

I'll keep trying.

Revolutionary, Thanks for PM!
Keep us posted.
 

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amshah97 said:
I just called but had no luck with the second digital gateway fee. The CSR even "checked with others" and said that they do charge a second fee ESPECIALLY if it's a Tivo box!
This is the real reason I didn't want to call; poorly trained CSRs seem to be the norm nowadays. The person probably just asked the person in the next cubicle over who received the same training. People who actually put stuff in writing seem to be a bit more careful, because they know their words can come back to bite them.

If you recall the name of that CSR, I would include that in a message to Cox using the on-line form. I believe the same person at Cox dealt with Revolutionary and me, and she has the power to adjust your account.
 

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Got a response last night from the online form. They agreed that I should not be charged the 2nd gateway and they will apply the discount code to subtract that fee.

:)

I did mention this thread and the specific code that CactusMark had mentioned.

Thanks!
 
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