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Ecwfrk

join:2001-03-02
Fort Smith, AR

1 edit

[AR] Switching to Home office package, Sales issues

Maybe someone can help me with how to get this done smoothly.
I currently have residential TV/phone/Prem. internet and need to switch to the home office Phone/Internet package (having home automation installed, need a business plan for it, long story, not really relevant plus I'll be opening a business around the middle of next year so might as well get ahead of it).

I got contact info for a business rep via the online request form, called and he said there is no home office bundle and tried to sell me a $700/mo business bundle. When I directed him to the HO bundle on the website, he said that was in the residential category and he didn't deal with that kind of thing so I'd have to call residential sales who of course said they don't handle it and I'd need to call business sales again.

I could order through the website but am worried that having existing residential service at the address would cause snafus. And of course I want to keep my TV so cancelling my current service and reordering isn't an option. I'm also really, really busy right now during call center hours and will be for the rest of the year (typing this in the 25 minutes I have available between meetings today, and Sunday is my slow day) and have twice had to drop out of the phone tag game due to my crazy schedule.
Is there someone at Cox who can lead me through switching smoothly? Maybe I called the wrong "business" number (the guy was obviously used to dealing with commercial locations rather than home users) or someone who has done the same thing who can give some pointers on how to get this done without me creating a ton of headaches for myself and Cox?


ajwees41
Premium
join:2002-05-10
Omaha, NE

you should cut and paste this in an email to Cox since you can't wait on the phone.


Ecwfrk

join:2001-03-02
Fort Smith, AR

I've tried that. That's how I ended up talking to the corporate sales guy.
People who monitor website email addresses tend to scan the mails they get for keywords then send the most appropriate form response they have available. They likely saw the words "sales" and "business" and sent me the contact info for the local corporate rep without looking at anything else. Since they tend to answer the same things over and over again, that just becomes second nature.
E-Mail to a generic support address is generally not a great way to try and handle anything that isn't already covered in a FAQ document.


Ecwfrk

join:2001-03-02
Fort Smith, AR

Got a sales guy who found the issue. Apparently when I called my address was incorrectly recognized as a commercially zoned area (It wasn't picking up the "South" part of my address). They've got it sorted now so sales should be able to do the rest.



outwest

@dsn1.net

Yeah, I don't no what all the zoning issues are, but $700 a month is a lot. I've got a business account for $99 a month, no taxes. But I'm not getting paying for top tier speeds, which is maybe what you need. I average around 35 to 36 mbps downloads, 15 to 16 up, which is enough for my needs.

Oh, and if you want them to separate your business and home accounts, good luck! I tried on three separate occasions to have them bill me separately for my accounts, but they never could manage it, so in the end I gave up.


eekthecat

join:2009-10-15
Irvine, CA

said by outwest :

Yeah, I don't no what all the zoning issues are, but $700 a month is a lot. I've got a business account for $99 a month, no taxes. But I'm not getting paying for top tier speeds, which is maybe what you need. I average around 35 to 36 mbps downloads, 15 to 16 up, which is enough for my needs.

Oh, and if you want them to separate your business and home accounts, good luck! I tried on three separate occasions to have them bill me separately for my accounts, but they never could manage it, so in the end I gave up.

Is there a particular package you're using? All I can seem to find under business accounts are much higher priced for FAR lower speeds...


spacefunk
39 going on 12
Premium
join:2003-07-03
Las Vegas, NV
reply to Ecwfrk

Heh good luck there. I got into this Home/Office who knows wtf kind of account it really is and it has been a royal pain in the butt with regards to tech and billing issues. I generally spend about the first 10 minutes of a support call trying to make them stop bouncing me from Cox Residential to Cox business and back and forth etc over the phones until I snap and just tell the tech to TRY accessing my account first instead of just handing me off to the other department. This has gone on for 10 years btw.
--
"You evil bastard! This is your work! You'd better take care of me, Lord... because if you don't you're going to have me on your hands." - Raul Duke, Fear and Loathing in Las Vegas