What’s the difference between these two troubleshooting-request calls to your cable company’s technical support line?
Question No. 1:
“The on-screen program guide on my television connected to the cable box says, ‘No Data.’ Can you fix it?”
Question No. 2:
“My computer connected to your cable Internet service keeps locking up. Can you fix it?”
The first request won’t cost the cable subscriber anything. The second could cost $99.99 for a one-time, over-the-phone service or $249.99 for an in-home visit.
When Shirley Groman of South Windsor recently called her cable provider, Cox Communications, looking for some computer help, she says “a young lady walked me through some steps. When we got to a certain point there was a box and one of the items in it mentioned ‘activation.’ I asked her if this should be clicked and she said that it did not have to be clicked.”
Then, Groman says, she was signed up for Cox’s $99.99 remote charge, the fee for a single troubleshooting call.