Cox Launches Premium Tech Support In New England

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Cox Communications has launched a premium technical support service for broadband customers in Connecticut and Rhode Island, offering unlimited phone and discounted in-home services for $14.99 per month.

The revamped Cox Tech Solutions (CTS) service is available only in New England right now. The operator previously offered Cox Tech Solutions in several markets through the end of 2008 but phased it out because "customer response in the challenging economy caused us to refocus on our core businesses and the expansion of our bundle to include wireless," Cox spokesman David Deliman said.

Since then, Cox "continued to hear from customers that advanced technical support is of interest to them, so we're launching a new version of Cox Tech Solutions on a pilot basis in New England," Deliman added.

Customers who subscribe to the $14.99 monthly service plan will have access to unlimited phone and remote log-in premium 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.

The subscription requires a technician visit to a subscriber's home to perform an initial computer tune-up, which carries a $99.99 fee.

Cox is working with a third-party vendor, Billerica, Mass.-based PlumChoice, to provide support for some features. However, "Cox is ultimately responsible for our customers' experience," Deliman said, noting that CTS is a Cox-branded offering.

In addition, Cox New England customers have the option of subscribing to a higher level of CTS service, which includes: resolution of computer crashes and removal of viruses or spyware; installing and configuring new PC applications or peripheral devices; configuration or repair of home networking; and resolution of operating system or software error messages.

As part of the Cox Tech Solutions program, the MSO is offering PC Healthcheck, a free tool that lets customers maintain optimal performance on their PCs and provides access to advanced technical support if necessary.

Information on Cox Tech Solutions is available at www.coxtechsolutions.com.

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