Nealy Vlb

Satisfied customer

Recently upgraded to contour and picked up new boxes Saturday 19 May at the Red Mill location. After signing in and waiting for assistance, I was assisted by Mary, who was extremely professional, courteous and helpful.

After introducing herself she proceeded to help me. Every stage of the transaction was explained thoroughly before she proceeded. She was focused throughout the entire process. It was simply her personal touch, that made the experience one I will always remember.

At the conclusion of the transaction, she shook my hand and wished me a good day.

Something that does not happen these days. She is an exceptional customer service employee.

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Pros:
  • Professional
Reason of review:
Good customer service
Anonymous
map-marker Glendale, Arizona

They dont know how to treat new customers

Each time i set up services had a problems .... Had issues with billing and set up of internet didnt have it for 2 months then once that got ok tried cable was give so many different prices tv and internet prices was crazy way way more then what i pay now ... Customer service was bad they talk over you dont really wanna help the customer especially first time customer... Bad service and bad company .....if you can go to direct tv or dish for lock in price and great service and more for your money deals.....
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Reason of review:
Problems with payment
Sim Xhu

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Verified Reviewer

Terrible

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My experience with Cox communications has been pretty much sub par, using the basic internet package. So one might ask well why don't you upgrade, while in theory that may make sense to some people paying more for something when a company can't even deliver on a basic internet package is absurd to me, even though when i do call to get it fixed or ask why its down again, an adjustment for the time lost and lack of service is not even offered, after going through about three people then you might, might get a few days off your bill. So i write this as a warning for people who might want to use cox as an internet provider, please , please shop around first because you may find another company better for cheaper and one that doesn't jack up there price for no reason.
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Reason of review:
Bad quality
Resolved
Dalisha Mwk
map-marker Chesapeake, Virginia

Resolved: They Won't Let You Downgrade You Service!

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Updated by user Jan 05, 2018

The requested billing adjustment was made to my acct.

Original review Jan 05, 2018
I had a terrible experience today trying to downgrade my service with Cox Communications in Chesapeake, Virginia. The representative was rude, sarcastic and demeaning.

She advised me that people who have purchased the Amazon firestick and want to get rid of their TV service and only keep the internet will be paying the same amount, and that everyone thinks they are saving the world by cutting the cable TV cord. I was absolutely horrified. Her name was Ahnna. At least this is what she told me on the phone.

She went further to say, I would not receive any discount even though I was cancelling my $115 a month TV service, since I don't really watch TV anymore except for movies, and they were not providing movies I wanted to watch. This is why I purchased the Amazon firestick and bought a Netflix subscription for less than $15 a month. This meets my needs along with my internet service. I felt bullied about my own money with this company.

I have been with them for 1 year and never been late or missed a payment. I will be getting a new provider next month.

They can enjoy the last payment they will ever receive from me. Goodbye Cox!!
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Loss:
$115
Pros:
  • Internet speed
  • Provision of service without downtime
  • Being a customer for years until billing makes a mistake
Cons:
  • Billing practices
  • Incompetent e-care specialists or liars
Reason of review:
Would not downgrade my service , lied about me not saving money by downgrading service

Preferred solution: I want a price reduction of my service, I only want to pay for the internet period!

2 comments
Guest

I just had this same experience today. Got rid of the cable to go cordless, since there are now soooo many FREE streaming apps that take up my time when I go to watch something...

I hardly ever even used my Spectrum cable!!! They treated me like trash for trying to downgrade to save money on something I wasn't using for the past year... All I wanted to keep was the house phone and internet, and I got a complete run-around on "why it was stupid and I wouldn't save as much as I thought ($110)... Spent an hour on the phone arguing, was LIED to, got my services taken away, and somehow still ended up with a $30 HIGHER price than what I was quoted?!

OH, and forget being pro-rated!!! They NO LONGER do that, whether you change your service 1 day after your new cycle starts... So now I am paying for A MONTH of services I won't recieve?? Even though I literally waited to change my service the day before my new cycle...

Somehow I still have to pay the old price?? HOW DOES THAT MAKE SENSE?? They charge me on the 30th of the month, but I have a 12 day grace period because that's the original start-up date... So they want my payment for my next month 12 days early!?

I literally hate them at this point. Scam artists.

Guest

The Cox system is set up to frustrate and overcharge, which means no matter how friendly or capable the customer service people, they can only end up costing you more money for less service. What you get is the runaround, and abject apologies, and no refunds.

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Anonymous

Hopeless!!

ShrugThe Contour system doesn't work!! Period. GARBAGE to say the least! We've had the contour for less than a year; more system Mal-functions (stoppage of TV, Tel & Internet) and service calls thereof than previous 10 years with the old Motorola router and receiver set. Planning to return the whole system; cancel the contract. (Waiting for other service availability) I don't think Cox knows the solution to the problems; it keeps on sending out service people with some temporary patches, different problem diagnosis every time. FRUSTRATING!! Lately we spent more days without TV, telephone and internet (1,2 or all in that order), than with them. ...and we are paying $200.00 per month!!
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Reason of review:
Bad quality
Anonymous
map-marker Laguna Niguel, California

Cox House visit ends by 911 call!

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Had a house visit appointment today for technical support to come and check my Internet service, the gentleman showed up in time however I was in the other line talking to my dish provider asking about my house visit by them (both were supposed to be at the house by 8:30 AM) the Cox Tec guy #30858 start yielding very loud at me ...”DUDE ..hang up they are not going to tell u the ETA” I told Sir “ I don’t allow people to talk to me this way or address me this way you are in my house please lower your voice or I would have to dismiss you” So he yield” man ....I don’t need this ....listen dude ..if you want me to fix your internet” Again I asked Respect fully for him to leave my house immediately. so he did good let’s see how you will fix it ...Go FXXX YOURSELF” and start going to the front door. I followed him as I can hear my kids coming down the stairs hearing the foul language coming out of his mouth including Fxxx you ...fxxx you. He was at the door by them which was perfect for my security system not only capture what he did but also recorded his Foul language and swears. I was shocked, Frustrated flabbergasted pissed off mad angry confuse disturb did not know what to say what to do especially with the kids looking at Hearing all of this and seeing their dad geting insulted .... He left running of course while I had to ruin my day calling 911 spending time filling reports and explaining to the neighborhood why I have a police officer at my door I will need a good explanation more than just an apology I need justification ...resolution and Swift and clear response to this complain I will demand it ....I will seek it ....a matter of fact I would invest all my time and energy to get my rights and get the attention to the matter .... I will devote it all to my point and let’s see where that will take us
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Pros:
  • Internet speed
  • Representative who handled my call
  • You are stuck with them
Cons:
  • Customer care
Reason of review:
Poor customer service
Al b Obm

Price match guaranteed, later retracted

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I spoke with a kind Rep name Edwin who was able to honor the same rate I paid for my internet. He stated that he would be calling me back in 10-15 mins. He never did. I called back only to find out he signed me up for a package $25 more than my previous rate with out my knowledge. I requested to speak with supervisor to review the call. The supervisor,Nathaniel #34166, refused to review the call. What is the purpose of recorded calls if they can not be reviewed? When I requested to speak with his manage, he would not transfer me and was unwilling to provide info on how to file a complaint and email corporate. He finally provided just an email to customer relations, where all complaints go to die. The call ended with no type of resolution. Truly dissatisfied to realized that customer service does not exist with cox and with supervisors such as Nathaniel, coaching the customer service reps; it never will.
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Reason of review:
Pricing issue
1 comment
Guest

People don’t understand how call centers work. We all don’t work under the same roof.

You might call someone in Texas the call back to Colorado. They can’t just pull up calls like that.

Kruz Nxt

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Verified Reviewer

Terrible product with empty customer service

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After having left this company a few years ago for service I am regretting this decision to have come back to this company. Not even one month into my service with Cox and I have called customer service no fewer than 16 times trying to actually get the service that I was quoted I would have. Between the phone not being ported properly, internet outages already, poo quality on the tv after a rainstorm and your lines getting wet. I am so completely exhausted and on the brink of tears at this point because of the lack of response from customer service representatives and their supervisors. The only response I receive is an "I am sorry you are feeling frustrated." That response is empty and pathetic with that many phone calls and at no point is anyone willing to take the next step to expedite my issues. And I call today asking someone in customer retention to please try to "resell" me on why I should stay with them only to be met with more walls and an even later anticipated date of product to be transferred over than yesterday (Thank you Matthew 35640 for that).
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Reason of review:
Bad quality
bc Rtp

Theft and disonisty

I got contract with cox communications for tv and internet with a 2 year term at 88.00 per month, within 1 year my bill went well over a hundred. and now my bill is over 200.00 per month.

I have tried to reason with them but all I get is a larger bill. this is a vary dishonest and thieving co. and I have all the bills and paperwork to prove it. I am a disabled vet and I am on fixed budget and this is beyond me.

The communication industry billing has gotten out of control.

I will cancel this provider and see what is out there. good luck to you all and be carful on your set ups bc

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Reason of review:
Pricing issue
1 comment
Guest

THE reason is cox does not care about their customers and there money problems

Anonymous
map-marker Irvine, California

Cox is awful

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Why do I pay for internet when it is constantly down. I have invested in multiple expensive routers . The connection is constantly dropped, huge lag spikes, and they do nothing about it. Horrible company and they don't care about their customers
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Reason of review:
Bad quality
Andrew N Rou
map-marker East Providence, Rhode Island

Inaccurate Technical Info? Cost passed on to customer

I recently switched from another carrier to Cox. During the process of evaluating my option, I was told that I could use the other carrier's modem to carry their internet signal.

Apparently that was incorrect; mistakes happen, I get it. However, instead of offering me a free modem or a free rental for at least part of my contract, they refused to make any accommodation or adjustment.

Therefore, I had to purchase a modem with my own money to address the situation.

Had I known that I was going to have to incur the additional cost and aggravation involved in trying to address the problem, I would have simply renewed with my old carrier.

Looks like customer service in the telecommunications industry is truly dead. At least you can count on Amazon!

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Loss:
$100
Reason of review:
Poor customer service

Preferred solution: 1 month of free tv and cable service

Mary L Uxi
map-marker Chandler, Arizona

Service stops in the middle of reading emails or i can't access email at all.

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Almost every time I try to access my emails I either get so far and then the character that indicates the computer is searching just goes round and round until I get angry and leave or I do get on to my emails and am in the middle of reading one and at the bottom of page it will say server not available. Just a pain to deal with, have called Cox in the past for issues and they say do this do that and nothing ever seems to work. If you look on the web you will see several site saying if you have trouble accessing your Cox mail you need to change your password. If that is the problem why can I access it some times, but not others and why would the server become unavailable in the middle of reading my emails?
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Reason of review:
internet service does not work properly

Preferred solution: Let the company propose a solution

Anonymous

Cox E Mail sucks

Lately cox email is down or just wont work/ They shoils go back to the

old E mail that worked! At night when I try to check my E mail I get

the response that this site cant be reached!Your Email is to short {{Redacted}}

This day is getting to be to long what about tomorrow or the next day or week or monthYesterday was not a holiday and it kind of sucked just like cox email {{Redacted}}

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Reason of review:
Bad quality
1 comment
Guest

Cox is the WORST webmail provider I've ever seen! Their spam filters are non-existent, and when I try to delete the hundreds of emails that flood my in basket daily it takes the system forever to delete them.

And trying to delete spam and empty your trash bin is a joke.

Plan on spending the entire day doing it. Their customer service is a joke as well, most likely located in some foreign country where they can get away with paying their help peanuts.

nasux

Argggggghhhhhhhhhh

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if the cox regime monopoly could get zero stars i would give them that rating. contacted them 7 times about sudden speed drops and they didnt do *** about it. speeds went from 50/5 to 10/1 all of a sudden without any account changes. they refused to provide any reason at all. a tech was sent but all he did was *** around and claimed the starter speed was correct smh. all cox does is acam people more and more each year. at&t century link and cumcast all refuse to serve my area. they all claimed the address wasnt recognized or some *** these monopoly regimes need to be broken up so theres more competition and cheaper prices
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Reason of review:
Poor customer service

Preferred solution: higher speeds and cheaper prices

Anonymous
map-marker Moore, Oklahoma

You can do better than Cox

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After 35 years and 10 months I finally had to give them the heave - and that’s at $375/month. Too bad, they used to be a pretty good company. In a nutshell, poor service, constantly lost signals, techs that are late or unqualified- the list goes on and on. If you enjoy being on the phone often and long with your cable/internet company....then Cox is for you. Also, if you like shelling out about $400/month, you’ll feel right at home. I have spent an hour and a half over the last two nights with Cox and really got no answer to my question, Why am I paying this much money to you for stuff that doesn’t work?
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Reason of review:
Bad quality
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