Cox Expands Premium Broadband Tech Support Nationwide

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Cox Communications, looking pull in incremental revenue by helping hapless computer users, has widened its Cox Tech Solutions broadband and PC technical-support service across all markets.

Customers who subscribe to the $14.99 monthly service plan have access to unlimited 24-hour phone and remote log-in technical support as well as discounted in-home services covering up to four computers. Unlike the MSO's regular tech support, Cox Tech Solutions covers third-party computer software and some hardware. Cox also offers a range of one-time services on an à la carte basis.

Cox currently has contracted with PlumChoice, a Billerica, Mass.-based company, for technical support. But "the customer experience is Cox-branded throughout," spokesman Todd Smith said.

The service requires a one-time setup fee of $100, for a technician to remotely perform an initial computer tune-up.

The current iteration of Cox Tech Solutions initially launched in the operator's New England market in late 2010. After positive results and feedback from customers, the company began expanding to other markets last year.

Information on Cox Tech Solutions is available at https://secure.coxtechsolutions.com.

Technicians use phone, online chat and remote-desktop access to give customers step-by-step updates on their progress in resolving issues. Cox offers in-home support for an additional charge.

Cox plans to expand the service later this year by launching additional subscription options for single PC, home networking and other connected devices.

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