Cox Communications Reviews and Complaints

cox canceled my email ips address and told me I did not have an email with them someone else owned it for the last ten yrs and I was linked to there email, But for 10 yrs I have had the same email and accessed it every day. I got it back after they deleted all my emails. Then they took my husbands email address and told us the same thing only to find out they let someone else read all my husbands emails and my husband had his account for over 10 yrs. They told me my husband no longer has his email and will not get it. I think cox has some issues and big ones at that!!! They say this happens were 2 people have the same acct I have never heard of this and to let someone else access your personal emails what is cox thinking and were is our privacy. I HATE COX COMMUNICATIONS

I have been a Cox customer for more than 15 years. I was watched their prices for various services they provide go up and up, but the service itself to be less than adequate or plain sub-standard for years. Recently I incurred yet another rate increase on the only service I decided to keep from Cox since I cancelled the TV service option, years ago and maintained their High Speed Internet service. They changed my service name (Premier/Preferred) whats the difference, the upstream and downstream service was always blamed on my modem whenever I called to complain over the years, then I got a DOCSIS 3.0 modem and the service speeds still fluctuate based on usage of the shared media on my street. I have been told many times to call and request a service tech to which Cox charges the customer for and the result is always the same, they cannot find anything. I called them recently due to the bill reaching almost 100.00 based on the rate increase, late fees and the like, but I have always pay the bill no matter what the rate changes before this years increase. I opted to settle the bill and downgraded from the supposed 50 MB connection to the 26 -30 MB connection and still get 16-20 during day and night. I paid the agreed upon amount and they send collection notices even after I paid for the service which is still less than adequate and still substandard. Basically my complaint is they charge you a premium fee and provide a less than advertised service, but the billing is A1 #1. If Cox does not upgrade the infrastructure or switches for my part of town, I will have to cancel the service even if it is discounted. They have enjoyed a monopoly in my town of Sierra Vista AZ for years. Millions is not enough profit for American Communication Companies anymore, now they want Billions. I am pissed because they have now problems increasing the rates, but do not deliver the service as advertised. I can receive collection notices when they do not receive 3.00 dollars of a rate increase I never agreed to, but the service I did agree to downgrade to is still substandard to the advertised rates on a consistent daily basis for which I am charged, for years now. If anything I should receive refunds or severely discounted service instead of collections notices for 3.00 portion of a rate increase I did not pay. In America, you should be able to get (what they continuously bombard us with) the advertised service on a daily basis. If you can't provide the service, don't try and bill a customer for over 13 years for a substandard service you can't provide and make it seem like its the customer.

So I messed up on my finances, some commissions of mine didn't get approved on financing before I got paid yesterday. I had called and set up a payment arrangement for them to take out $134.00 on friday and when I saw how short my check was I called to cancel it. I was transfered in 3 different reps and then told that it would be canceled and they even offered to extend the arrangement to the 23rd to allow services til I got paid again. I wake up this morning and my account was charged for the original arrangement. I called to see if they can reverse it due to the fact that their rep promised it was going to be handled. I was told no, that Cox has changed their policy on refunding accounts once payment is received and that they were able to see where the confusion came in and that the payment was processed and sent out before they even opened their doors. I then explained that I would like some sort of compensation due to I was canceling that to ensure my car payment went through (lets face it, car is much more important then cable and internet)and I was told to cancel it through my bank. I explained I have a $25 cancel payment fee for doing so and that I will have to wait to Monday to even get them to do it which means that my payment for my car will get returned, and even if I call it will be Wednesday at the earliest that I will get the money refunded to correct. The rep said "That is not our issue we handle your cable", I then told her that it is her issue because it was a training error or lack of training that would cause her rep to tell me it was canceled when it was not possible to cancel and that if I had been told this I would have had time to contact Wells Fargo to make additional arrangements to pay my car so it didn't come back to them as a surprise and possibly get my vehicle repo'd. She said "We will credit your account for the $25 fee your bank will charge you but that is all". I again expressed my displeasure with this and she said "What do you want sir, what am I suppose to do to fix your mistake". I then just threw out off the top of my head that I would like a credit or a free chanel for a month or something, anything to show that Cox was taking responcibility for their mistake. She pretty much laughed at me and said that was not going to happen. I asked if I could set a date to have my services turned off to allow me to wait till next payday so I could switch services, she then became very defensive and told me that I was threatening to terminate services because I screwed up. What kind of *** employees does this company hire? I am going to every site I can and posting this. Complete and total ***.

COX INTERNET SERVICE IS TOTALLY UNRELIABLE. CUTS OUT ALL THE TIME AND EVEN WHEN WORKING IS SUPER-SLOW. COX IS A MONOPOLY PLAYER IN MANY PARTS OF OMAHA, SO THEY COULD CARE LESS ABOUT SERVICE AT ALL. THE S.E.C. SHOULD UP COX AND THE CABLE AND CABLE INTERNET MARKET FOR THEIR HORRIBLE MONOPOLISTIC PRACTICES -- TOTAL RIP-OFF! It should be no surprise to receive sub-par service when you have a situation where the customer has no choice whatsoever in cable internet providers -- and of course these guys all donate to the local politicians so nothing ever changes. Completely sickening.

Was convinced by sales rep at cox Store to upgrade to the new DVR host for whole home DVR service. $29 to install and it doesn't work!!!! Had a tech come back out, his response was just to wait for the supposed upgrade in August and maybe, just maybe that would fix it. This was in June! ON Demand is lame at best and shuts down if you dare try to pause it during a show. Another problem is missing episodes. Calls to fix this the CSR response was that "because it is a FREE service, we don't offer any credit or support when it doesn't work" Really???? ON Demand is a MAJOR selling point by Cox. I finally was offered a $29 credit per month for 12 months from the retention department. I got my credit, but they INCREASED my Advanced TV Preferred portion by $25. No mention of this by the retention department. So basically a $4 credit disguised as a 29 credit. Cox must really think I am ***. I guess I am for still being a customer. Cox needs some cable competition to up its game. They are a rip off service and know they can get away with it. COX IS THE WORST!!!!

Recently, we moved to an area which Verizon FIOS does not service. Lacking any real option, we switched to Cox. Big mistake. First, the installation was a nightmare. We set up the original date and were told that someone would need to be at the house from 8 a.m. until 12 noon to wait for the installation crew. On the assigned day, I took my pregnant self and my three kids to the new house (we were not living there yet) and waited around. At about 10 a.m., we received a call from the company that they were running behind and had to reschedule for the next day. Same four hour block. Day two of waiting, and I receive a call at noon saying that due to overbooking, they are (once again) running behind. Two hours later, they finally show up...without the correct equipment. Thankfully, another serviceman was up the street and had extra equipment in his vehicle, because I was understandably pissed. So after the installation was complete, I expected to have no additional issues. Within two days, the whole house DVR stopped working. We called and were told to simply reset the box. Three days later, the receiver in the upstairs bedroom stopped working. Again, we were told to restart the receiver. When the receiver went out again, we stopped calling. 32 days after installation, our service was turned off abruptly. We called Cox, only to be told that we had had service for almost 60 days, we had not paid our bill (that we had never received), and we owed over $400 (after being told it would be around $90 per month). We didn't have $400 at the time, so we worked out a payment plan with the associate on the phone and gave them $50. The VERY NEXT DAY, our service was turned off again. We called Cox, only to be told that the payment plan from the day before was null and void because the associate didn't have the authority to make that agreement. I demanded to speak to a supervisor. Three hours later, the supervisor finally calls me back, tells me she doesn't care what her associate promised, demands I pay the remaining balance, and hangs up when I state I don't have the money. Then, they turned off the phone. A week later, I have the money and pay the bill. At that time, I am informed that I have been charged $50 in a reconnection fee. Enraged, I tell the lady on the other end that I was charged far too much for one month of service that had never worked correctly. She informs me that it is not her department and I can complain to whoever I want, but I still need to pay the $50 to have my service restored. I pay the fees and immediately put in a complaint to the corporate office (to which I have never received a reply). Our service is restored within two hours, but none of the receivers work. I reset all the receivers, and they still don't work. I wait until the next morning, reset all the receivers, and they still don't work. I call Cox, spend one hour on hold, am transferred three times, and end up speaking with someone in Ohio who tells me that the DVR problem is across all states and should be resolved within the next few weeks. I complain about the fact that my service has NEVER worked since it was installed, and the man credits me $20 for one DVR. Three months later, and we are still regularly resetting our receivers to regain service. Our cable has never worked correctly since installation. Our internet is sporadic, at best (we've called half a dozen times on this as well). Our calls to Customer Service are handled rudely and never result in the problem being corrected. Worse, we are being charged over $180 per month for service that doesn't work correctly. Needless to say, we're about to give Cox the boot and start streaming our TV. We'll get internet elsewhere as well, since it is so obvious that our business is not important. (On a side note, we have been told numerous times that if we were "established" customers, Cox could help us with the bill. Sadly, the ten years of previous cable that I had and the five that my boyfriend had do not count toward our being "established," as they were at different addresses.)