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Cox Communications in Hampton, Virginia - 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
Anonymous
#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.

Anonymous
#325710

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

--CoxTech1

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#254151 Review #254151 is a subjective opinion of poster.

Cox Communications in Hampton, Virginia - 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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#254146 Review #254146 is a subjective opinion of poster.
Service
Cox Communications Tv Service

Cox Communications in Washington, District Of Columbia - 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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#253264 Review #253264 is a subjective opinion of poster.

Cox Communications in Phoenix, Arizona - 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
Anonymous
#385076

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

Anonymous
#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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#251773 Review #251773 is a subjective opinion of poster.
Service
Cox Communications Internet Plan
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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#251657 Review #251657 is a subjective opinion of poster.

Cox Communications in Studio City, 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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#251524 Review #251524 is a subjective opinion of poster.
Service
Cox Communications Phone Service

Cox Communications in Ellenwood, Georgia - 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
Anonymous
#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.

Anonymous
#771974

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

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#251405 Review #251405 is a subjective opinion of poster.

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
Anonymous
#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.

Anonymous
#319471

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

--CoxTech1

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#250796 Review #250796 is a subjective opinion of poster.
Service
Cox Communications Phone Service

Cox Communications in Rochester, New York - 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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#250233 Review #250233 is a subjective opinion of poster.
Service
Cox Communications Internet Service
Loss
$106

Cox Communications in Chula Vista, California - 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
Anonymous
#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

Review
#248177 Review #248177 is a subjective opinion of poster.
Service
Cox Communications Customer Care
Loss
$151