New Reviewer

Cox Cable pulled a fast one. Part 2

A lesson in the art of "Bait and Switch." Last year, after doing a little research, I decided to go with Cox Cable's bundled service; Internet, phone and cable for one price, one bill. Sounds good and convenient, right? Wrong! As a mature adult, who has been handling business for a long time, I know which questions to ask about the bottom line and fine print. I also asked for quoted prices in writing which I received. The "bait" is where I was told I would have the same price for my services for 2 years, so when my bill came and it was higher, I called. By the way, I have not had the bundled services for one whole year. Here's the "switch": my contract did NOT include cable increases, so until my 'contract' expires, they can go up whenever and as often as they deem necessary. Fair? I don't think so. They have 'deep pockets' I do not. I understand some increases but my paychecks are not increasing so if something has to go, I say good riddance to Cox Cable. I will not pay more money for a service who is deceitful, dishonest and doesn't offer full disclosure to loyal customers. As a side note: Verizon was nice enough to remind me a year has almost passed and if I wasn't happy with my switch, they'd be glad to have me back. You can believe I will have more questions and be wary of anything they try to pull on me. I'll switch as often as I need to in order to stay within my budget.
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2 comments
#513048

I too have a very similar issue regarding the cox bundle. I have noticed my cox bill going up $15 to $20.00 over the last 2 months.

I was told by a very rude CS Rep that my promo had expired this past May and if I tried to cancel any one of my services I would have pay a hefty cancellation fee. Come on Cox....stop stealing from you customers.

#325710

I apologize for any billing problems you have had with our services. If you would like to email me at coxhelp@***.com I'd be happy to investigate this issue further for you.

--CoxTech1

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ID
#254151 Review #254151 is a subjective opinion of poster.
Location
Hampton, Virginia
New Reviewer

Cox Cable pulled a fast one.

This post is the last straw. I intend to post another part which is the red flag that was raised after they pulled the old "Bait and Switch" on me. On Friday, August 8, I remembered I had missed an episode of "Whale Wars," on Animal Planet because the previous Friday, the cable service went out until after 2 AM. I wanted to watch the episode I missed before the new one came on. I went to Cox Cable's On Demand section, found Animal Planet listed in the 'freezone' section, but couldn't watch anything. It said I needed to subscribe. OK, I pay for AP, so thinking something was wrong, I called a tech for help. After he reset my boxes, etc. with no results, an appointment was set up for a technician to come out the following day. On Saturday, Monique from Cox cable called to confirm my complaints. I explained the problem again. To get to the bottom line, after 3 calls from Ms. Monique, I was told that although AP is included in my current cable package, I'm not able to watch AP On Demand, because I don't have a different package that includes a lot of channels I don't want. The cost would be an additional $54+. Just to watch AP? I don't think so! This is absolutely insane, unfair and the last straw for my relationship with Cox Cable. I pay for HBO, Starz and lot of other channels that I can watch On Demand except Animal Planet. Something is wrong with this situation. This is an unfair practice and I don't like it. When I moved here from NY more than 20 years ago, Cox was the only game in town and if I wanted to watch cable TV, I had no choice. I have a few choices now and plan to utilize other options. ASAP!
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ID
#254146 Review #254146 is a subjective opinion of poster.
Location
Hampton, Virginia
Service
Cox Communications Tv Service
New Reviewer

Cox Cable is Worthless

Go with Verizon every time. Why? 1.) The internet drops out tons. Not good if you work from home. 2.) Most folks have cox on your block which means your up/dn load rates suck at peak hours. 3.) They do nothing to help you fix it. They came out three times to my house and NOTHING was solved. Huge waste I shifted to verizon DSL...works like a champ...solid solid solid. 4.) When turning in all of my stuff they never even asked what my reason was for turning in my service. They didn't care. That tells you something right there.
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ID
#253264 Review #253264 is a subjective opinion of poster.
Location
Washington, District Of Columbia
New Reviewer

Ripped off by Cox - They are a disaster

Signed up with Cox 3 months ago (April, 2011) for one of their bundles. Was quoted a price for a 2 year agreement. Sales rep says the HBO is a gift for 3 months. No long distance was offered. I found my own long distance company. Received a letter from Cox a month later apologizing for not offering long distance - would I be interested in their plan. No I said. Since the change I had to get the tech in x 5 - telephone goes dead in mid conversation. Internet not connected several times during the day and night. Reception on TV in one room is distorted (tiling). Techs have come in and changed modem, have run new cables all over my roof - not a thing has changed. I received the latest bill with a charge of over 80 dollars for services. Plus a charge for HBO. Called and explained to gal and she said no problem - canceled HBO and charge. Noticed a week later that HBO still on. Called again and now different gal tells me that I HAVE to use their long distance and that if I cancel HBO, the bundle price as quoted will not exist. I am outraged. Was supposed to get a written "contract" - off course nothing arrived. They are forcing me to use their expensive long distance. What a scam - I never wanted the HBO to begin with but the sales rep was so friendly. Now it is my fault.. their bad customer service was to blame for long distance.. etc. Buyers beware DO NOT get their bundle without a detailed explanation. In the long run this has cost me more than it is worth. Their technology sucks and I cannot recommend anything about them.
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2 comments
#385076

Gotta read the fine print. Thats what its there for.

#335455

Update

Had to get Cox in another x 2 before they were able to settle the tiling and communication issues.

To date, even with letters have not heard a word about the HBO deal. Guess they figure they do not have to reply at all and that I will go away.

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ID
#251773 Review #251773 is a subjective opinion of poster.
Location
Phoenix, Arizona
Service
Cox Communications Internet Plan

Cox telephone international calls

I became a Cox telephone subscriber on April 1. Since that time any international call to either Europe had an echo of the person speaking present. The echo was so severe it was difficult to impossible to have a normal conversation. I have call Cox many times to solve...
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ID
#251657 Review #251657 is a subjective opinion of poster.
Location
Rancho Palos Verdes, California

Terrible service! Don't get The all in one package. When it goes down you are sol for at least 3 day

There service is terrible! Don't get the cable,Internet and phone package! because when it goes down you don't have any of them for at least 3 days before they will schedule an appointment to fix it. It is quit paralizing when it happens. When you ask to talk to a supervisor they just transfer you to another agent that tells you the same lame excuses. What they need to do is hire more people to just take care of emergencies. There are plenty of them, This is the third time it's happened to me in three months.
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ID
#251524 Review #251524 is a subjective opinion of poster.
Location
Studio City, California
Service
Cox Communications Phone Service

Keeps on calling cell phone.

This has been going on sice Dec 2010. I recieve calls on my company cell phone from Cox trying to sell me an upgrade. I have asked numerous times to stop calling me, the calls keep on comming and comming and comming. IT's endless. Call after call, asking them to stop calling me. It never stop. I do not know what to do anymore. I have told them that there would be legal recourse and the calls continue to come. I have no choice now but to begin legal action with them. I'm sure there are enough people out there who are going through this that would be more than willing to join in a class action lawsuit.
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2 comments
#1020877

Every week, Cox calls with an automated message asking ME to call THEM "about my account". I called, they said they'd stop, they still do it.

I can't cancel my internet - Cox is the best there, no question, for my area.

But the phone, with them, that they call on I'm canceling. Maybe they won't find my other numbers.

#771974

well, did you get it started? I have the same thing happening to me!

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ID
#251405 Review #251405 is a subjective opinion of poster.
Location
Ellenwood, Georgia
New Reviewer

BUYER BEWARE Cox Communications

I called cox communications in Phoenix to ask about some up grades I was interested in. Had a good service rep and at the end decided the cost was to high and ended the conversation. A week later cox called me and offered me what I wanted and a significantly different price than what I had been quoted before. I signed up, got the service and when I got my next bill, it was over $40 dollar MORE than what I had been told. After more than 45 minutes of a phone conversation, NOTHING had changed but I got many many "I'm sorry" responses from the service agent. I carefully explained everything that the agent that had called me offered and the prices etc. They were unable to find any written record of the offers made. The long and the short of it, DON'T agree to anything until you have it in writing. Even if you have to go into an office to do it. Don't do it over the phone. I have been with Cox for almost 20 years. What a sad way to treat their customers.
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2 comments
#319531

Thanks CoxTech1 for the offer, but I think at this time, I am totally shut down and unable to listen to any further justifications to explain away the deception. After speaking with 3 different people at Cox to try to rectify this and hearing over and over "we are sorry" for the misunderstanding etc and the outcome still being basically the same thing, I think it is best to just leave things the way they are and save myself the possible embarrassment of saying something in a heated moment that would not be polite and directed at the wrong person anyway. The fault is NOT with the Tech department, nor probably with a customer service rep, but rather with, in my mind at least, a bait and switch tactic.

Again, thank you though for your effort to be of help.

#319471

I apologize for any billing issues regarding your Cox services. If you could like to email me at coxhelp@***.com I'd be happ to look into this further for you.

--CoxTech1

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ID
#250796 Review #250796 is a subjective opinion of poster.
Location
Glendale, Arizona
Service
Cox Communications Phone Service
New Reviewer

False rebate promotion

Update by user Aug 20, 2011

And so it continues. Here\'s the basic rundown of the past 3-4 WEEKS of trying to buy internet service from Cox. After the intentionally misleading rebate fiasco was finally resolved, which took customer services calls to three separate companies, I still had no Internet service.

I would absolutely go elsewhere, but alas Cox has a high-speed Internet monopoly in the area. So instead I launched a four hour campaign in which I was on hold on the phone the entire time, whilst also tweeting angrily (and publicly) at a group of incredibly unhelpful people. I explained that I wanted a phone number for someone in the United States (because their Indian service reps can hardly comprehend English) in no uncertain terms. What I got was two more Twitter accounts to tweet at, and an email address. I kept up a barrage of online attempts at getting any kind of useful information, to no avail. In the meantime, I never did get anyone to answer the phone, so I quit.

Finally, hours after having given up, Cox actually called me (I had tweeted and emailed them that they clearly did not want my business, so I was switching to DSL). This lady sounded helpful and got service all set up... or so I thought. I paid for the first month up front, somehow knowing there would still be a hassle.

Then, when we went to install the modem in our new apartment, the Internet didn\'t work. Cox said they would send out a technician, and if the error was theirs it would be fixed for free, and if it was ours, we\'d be charged $40! The technician came, saw it wasn\'t working, left our apartment, did something who knows where, came back in and it was working. Clearly their fault. Nevertheless, about 4 days later I got a bill with over $70 of fraudulent charges! They charged me a second time for the first month that I had prepaid, they charged me for the technician\'s trip, and they charged me for the \"television connection\" (we bought only Internet service, and don\'t even have a TV at this point, so figure that one out).

Moral of the story is that everyone Cox is either so wholely incompetent that it is amazing they remember to breathe, or they have business practices in place that purposely prey on their customers, hoping they will get too tired of fighting and just pay, or that they won\'t understand their bills, and just pay. I\'m pretty sure Cox is the latter of these: a scheming pack of lying thieves.

Do everything you can to avoid Cox. If you must make yourself a victim of this terrible company, prepare for a war to protect your money.

Original review posted by user Jul 20, 2011
Cox communications has had me embroiled in a 4-day ordeal that has involved called the customer service of 3 different companies, and 7 different customer service agents. I was simply trying to set up Internet service, and one of their promotions included a free modem after a rebate. I was doing this online. After giving Cox all of my information, it prompted me to order my free modem. I gave my credit card information, address, etc, and placed an order for an $89 modem with $89 in rebates. On the confirmation screen for the modem purchase there were links to two different rebate forms, but neither form worked. Cox customer service was unwilling to do anything because the modem is technically from a "third-party retail store." Even though the website was branded as Cox, they felt no need to do anything to help. It took Cox 24 hours to find the phone number for the retailer. Then, Cox canceled the Internet service I had just signed up for, which invalidated the rebates I was trying to apply for in the first place. I tried to cancel the modem order with the retailer, only to be told that I had to call FedEx because the shipment was already in the retailers warehouse and the shipment couldn't be stopped. Allegedly I would have the money credited back to my card after they received the return. I called FedEx to cancel the order, but two days later found the modem sitting on my doorstep. What amazes me was that nowhere in this entire ordeal did any customer service agent ever offer to make a call, or take any action for me. The system is clearly designed as a scam to force you to purchase an expensive modem, and then deny you the rebate forms you were promised. The issue still has not been resolved, and it has been four days. I think I am going to have to dispute the entire transaction with my credit card company. The kicker? When all is said and done after a full-week ordeal, or longer, I still won't have any Internet service.
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ID
#250233 Review #250233 is a subjective opinion of poster.
Location
Rochester, New York
Service
Cox Communications Internet Service
Loss
$106
New Reviewer

Cox doesn't look out for good longevity customers...

Cox is a rip off service. Yeah their customer service stinks too... They do offer service quickly but at a rip off price as these people dont care about longevity only new people to take advantage of at a high price...They don't tell you prices go up quickly and once you see the bill your screwed and cannot get out of it. Greed is this company's motto and not good customers who pay on time their bills and stay with them for years of service making them richer. They have no sense for how to be good with good clients...Learn how to keep the good one's happy by giving lower rates for years of service..
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1 comment
#316482

Believe me I know. I work for Directv and switch people over from Cox all day long.

It amazes me how they get away with all of their hidden fee's. Doing business like that is Shady and Cox communications is shady my friend. Call me and I'll get you set up with Direct. Free NFL SUNDAY TICKET for the whole season!

1-866-22-directv ask for Christopher. Thanks and Sorry for all of your troubles

ID
#248177 Review #248177 is a subjective opinion of poster.
Location
Chula Vista, California
Service
Cox Communications Customer Care
Loss
$151
New Reviewer

The Cox bill just keeps getting higher and higher

I've been with Cox as long as they have been available in Omaha. Their ads are always for new customers. Cox's current customers pay up the wazzu for their services. I'm thinking of going with the phone company here that also has internet, cable, and of course telephone. My bill keeps getting higher and I'm tired of their attitude. How about a little help for a long time customer. At my job we give back to our good loyal customers. I've bundled everything you can and I'm going broke with this service. How about a little help here.
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1 comment
#316486

It's incredible how high Cox customers bills can get. I work for Directv and switch people over from Cox all day long.

It amazes me how they get away with all of their hidden fee's. Call me and I'll get you set up with Direct.

1-866-22-directv ask for Christopher. Thanks and Sorry for all of your troubles

ID
#247713 Review #247713 is a subjective opinion of poster.
Location
Omaha, Nebraska
Service
Cox Communications Internet Service
New Reviewer

Dear Cox Communications, give up and apply for a job at McDonald's instead.

Hello World! First, I'd like you to close your eyes for a minute and think about what it might be like to have the crappiest internet service imaginable. Good. Now take that thought and double it. Great. Double it a few more times. Congratulations, you're almost at the level of epic fail that Cox Communications is at every day. Would I recommend Cox? I would go out of my way to recommend to anyone I could that they should use any service EXCEPT Cox. Hence, why I am writing this. I'm trying to save the world from an unmatched amount of frustration and rage. Cox is reliable in one way, and in one way only - the service it provides is reliably unreliable. I have had countless Cox professionals come to the house in an effort to fix their tragic service with little to no success. Not only that, Cox's marketing skills and common sense are heavily lacking. What sets me off the edge is if/when I finally get a rare 10 minutes of working internet (if it even stays up that long), and I attempt to watch a YouTube video (usually one in which I've been waiting all week to get enough service to watch)...then, before the video starts, I have to waste a good 30 seconds of my life watching an incredibly dumb and obnoxious Cox ad about how Cox thinks it's everything it is clearly NOT. Every time I see an ad for Cox it makes me want to blow up the screen with dynamite. Of course, I'm aware that it is not my technology's fault for terrible service, but the level of good service I would receive if I did decide to blow everything up (i.e.: none), would hardly differ from the amount of good service I receive with Cox. Maybe Cox should spend less money on trying to put up a front through utterly annoying ads and more money on working to not be a completely useless company.
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1 comment
#309118

I apologize for any problems you've experienced with the Internet connection. If you would like help getting this issue resolved please feel free to email me at coxhelp@***.com and I'd be happy assist in any way that I can.

--CoxTech1

ID
#247403 Review #247403 is a subjective opinion of poster.
Location
Burke, Virginia
Service
Cox Communications Internet Service

My internet got kicked off the internet

Called cox cable today i have been having wireless for two months and for some reason i couln't connect. When i called the women said i didn't have wireless on my computer. Well cox hooked it up it worked fine for two months. I paid for a computer store to help me since she told me it was my computer not cox cable. the only thing i had to do was shut my computer down and restart it now it works. What kind of losers do they have working for them!!!!! Plus she had an atitude. Why do we put up with cox cable with peple who feel like when you call you are bothering them. I don't need this from something you pay alot for each month. She tried to make me feel *** for calling.
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ID
#246978 Review #246978 is a subjective opinion of poster.
Location
New Orleans, Louisiana
Service
Cox Communications Internet Service

Cox Communications = worst service ever

Cox Communications provides the worst service I have ever encountered. Their home phone service barely works and costs a fortune. Their "new, upgraded" voice mail service literally does not work. I spoke with a representative and they informed me that it was fact, voice mail will not record any messages and they are unaware of a solution to date. Yet, I am still charged for services that do not work and which I did not want in the first place. The charge for service is outrageous and the company is inflexible. They do not care if you are satisfied as long as they are being paid.
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3 comments
#455643

Cox is a joke when it comes to service. I have been with them for 10 years and all of a sudden I'm being changed hundreds to call New Zealand, my home country. I call the wonderful people at cox, who transfer me to accounting(6 MINUTE WAIT), then transfer me to Tech support (10 minute wait), then finally transfer me to phone service (8 minute wait)...now by this time I'm a little on edge and trying to be nice to the lady who does not have a good grasp of the English language...and she says, looks like I made a change to my account? Now I explained to her I have had the same international service for years...LONG STORY SHORT, they are not helping me with the past changes, just adding the international fee back to the account....

Oh the joy of being "shafted by Cox"!!! AGAIN!!!!

moving to new service in the summer!!

Any ideas out there? need a bundle TV, PHONE, INTERNET.

Thanks for listening. :(

#311990

July 13, 2011

DearCoxTech 1:

My wife and I moved into our new home on Friday, May 13, and contacted our long distance carrier, TELNA, in Henderson, Nevada on Monday or Tuesday, May 16 or 17. TELNA asked that we wait 48-hours before using TELNA long distance service. We started using TELNA as our long distance carrier on May 19.

We received a bill from Cox Communications dated June 11 for $1,523.72, mostly for long distance calls at $3.50 per minute to Ukraine and Russia where my wife has relatives and friends. I contacted Cox technical support who said they received no request from TELNA and show no listing for TELNA in their references. They asked that I call TELNA and get the PIC and LPIC numbers for their use. I did so and furnished the PIC and LPIC numbers to technical support.

Cox insist I owe them for the long distance calls at $3.50 per minute although TELNA is a registered long distance carrier associated with Global Crossing. I'm now connected through TELNA but must pay hundreds of dollars to Cox for an apparent Cox oversight in maintaining their reference records. Can you help and reply?

William R. Barnwell

371 W. Calle Del Estribo

Sahuarita, AZ 85629

(520) 344-****

barnwellbillb@***.net

#307980

I apologize for any difficulties you're experiencing with our serivces. Please feel free to email me at coxhelp@***.com if you would like any assistance getting these or other issues resolved.

--CoxTech1

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ID
#246687 Review #246687 is a subjective opinion of poster.
Location
Tempe, Arizona
Service
Cox Communications Phone Service
New Reviewer

Cox Communications continued billing to a closed account not current account

I had a foster child that ran my bill up April/May 2010. Cox terminated cable and internet services phone services remained on and a secondary account was created so that phone service would remain on. They would not work with me for a payment arrangement. So I returned the equipment and again the representative at the Cox location created a second account for the phone service alone account number beginning with 002. I made payments to the 001 account on the following dates 5/14; 5/28; 6/11; 6/25; 8/6; 8/20; 9/36; and final payment on 9/17. I made payments to the 002 account on 6/25; 7/9; 7/23; 8/6; 8/20; 9/3; 9/17; 10/1; 10/15; 10/29; 11/12; and various dates through the end of February 2011. I had a credit balance on this account of $29.48 which on June 16, 2011 Cox moved this credit to the charged off amount of $99.17 by way of a statement as "new charges." Effective March 2011 I had my phone transferred to Verizon due to the consistent billing problems with Cox Communications. On Saturday, July 2, 2011, after speaking with the Billing account Rep LaQueida, Billing Supervisor Ninfa after being placed on hold for a very extensive time for them to review the account These two persons have found and acknowledged that Cox continued to bill charges to the 001 account which was closed the end of May or beginning of June 2010.At the same time that the 001 account was closed, a 002 account was created for my phone service to remain active and all billing for phone services from that day forward would be billed to the 002 account. The representative at the Cox Communications Center told me at this time to begin using the 002 account number which I did for the phone services and I have payment histories to prove this. Cox continued to bill what they considered long distance charges to the 001 account as they were made prior to the creation of the 002 account. Which I was fine with once I called and inquired as to why charges were still accruing to this account. The balance owed on the 001 account I made bi-weekly payments until the balance given to me was paid in full with the last payment sent electronically on September 17, 2010 in the amount of $43.50 during this time the charges for the active "phone" the 002 account were being made timely. With all balances on the statements paid. I even had credit balances where I paid more than the monthly balance due on several occasions. When I pulled my credit report in 2011 I found that there was a charge off bad debt on my credit report. When I called Cox Communications to inquire what this was they informed me that it was for charges made on my telephone on September 2010 and it is showing that these charges were billed to the 001 account which to my knowledge was a closed account. I asked on numerous times throughout my conversations why were these charges billed to the 001 account which was a closed account and to this day cannot get a logical answer. I have asked them to remove the charge off from my credit report and allow me to pay the balance off as it was their administrative error that the amount was not billed to the proper account so that I could have made timely payment on the said charges. They are not willing to remove the hit from my credit report but they would still like payment. When I pay this bill amount I still have the hit on my credit report which still counts against me even though I have paid my bills that I knew about with the account numbers given to me by Cox Communications. This non willing attitude from the representatives from Cox Communications is the exact reason that I left them altogether and wen to another provider. Billing Supervisor transferred me to the collections department and I spoke with a Ms. Campbell who assured me that if I paid the bill the hit would still remain on my credit report after stating that she understood my point of view but there was nothing that she could do. She told me that she would have her Supervisor call me back within 24 to 48 hours and that the person returning my call would be either Ms. Watson or Ms. Moore and at the same time she would send my concerns to the Cox Corporate Liaison Ms. German who would also contact me so that I can discuss this further. Remedy requested: Allow me to pay the balance owed and remove the charge off from my credit account as it was an administrative error on behalf of Cox Communications billing the wrong account (001) which I paid off. This pay off was verified with a representative upon receipt of last payment from balance given to me in May 2010 at the Cox Communications Service Center. It was not my fault that it was billed to another account as I made payments to my phone account as billed by Cox. They are NOT willing to work with me on a reasonable settlement for their error.
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1 comment
#311305

Excellent blog! I definitely love how it’s easy on my eyes as well as the facts are well written.

I am wondering how I might be notified whenever a new post has been made.

I have subscribed to your rss feed which need to do the trick! Have a nice day!

ID
#246638 Review #246638 is a subjective opinion of poster.
Location
Norfolk, Virginia