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Cox Communications - Technical Support Review

1.4
Details
Not all the people are incompetent but what poor tech support and customer service i have been calling for 5 days and every time you get a different excuse. I end up buying a ney wifi modem and they still cant get working after being a loyal customer for almost 7 yrs i have had enough. They also sId they had some outage and said 5 different times that it would be fixed they wouldn't even check outside to see if something wasn't working, but will send some slob out that trashes your house another week later. POOR IN ALL CASES
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Review
#1010199 Review #1010199 is a subjective opinion of poster.
Service
Cox Communications Technical Support
Reason of review
Poor customer service

Cox Communications - Cox Caused Problem with e-mail; Now Cannot Fix

2.0
Details
On 2/11, Cox informed me my email was not linked to an active internet service account. I had to call them or they would delete the account. I called and was told Cox had changed my account number a few years ago to accommodate a new billing platform but did not link my email account to the new number. Now they are rolling out a new webmail platform and that is why they caught it. I told them this is a business account that generates income; I was told no worries, the email account would linked to my internet account number. This is where trouble starts. They did the linking and immediately thereafter I cannot receive email. I start calling tech services. Three "Tier 2" tickets escalating the problem to the specialty tech team and 6 days later, I still cannot receive email. After being told it takes 24-72 hours for a ticket to be executed on ( I was told this repeatedly, most recently 144hrs after the first fix ticket was processed), I asked to talk with management or I would stop using Cox for my home and business. Nope, not possible I was told. With managements clear indifference - allowing a customer service process that aggregates a situation - why should I continue as a loyal client after 19 years? Magic Jack for phones, my domain provider to host my email, and thank God Google Fiber just arrived in San Diego. No wonder Cox is losing customers.
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Review
#1009876 Review #1009876 is a subjective opinion of poster.
Product
Cox Communications Account
Cons
  • Incompetent e-care specialists or liars
  • Management does not care if i leave
  • Escalation process for unresolved tech issues after 72 hours
Reason of review
Poor customer service
Loss
$3000
Preferred solution
Let the company propose a solution
Tags
  • Email Nightmare

Cox Communications - Customer Care Review

I just moved to a new state and made a quick decision to go with cox for cable/internet/phone. They are the absolute WORST company I have ever had to deal with in my entire life. I have had five missed appointments for my installation and the customer service agents are all liars. The have made promises for scheduled services and even promised to credit my account for not showing up but nothing has happened and they are giving me a hard time just to even cancel my account. Don't go with cox they offer *** poor services ANY other company is better than cox!
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Review
#1009499 Review #1009499 is a subjective opinion of poster.
Service
Cox Communications Customer Care
Reason of review
Order processing issue

Cox Communications - Tyson Employee number 19274

1.0
Details
Employee did not offer any solutions to my issue in regards to cox security alarm system. Employee refused to escalate call to upper level. Employee treated me like I am asking for charity. I am a new cox home security owner. I would not recommend cox home security service to anyone. This was a horrible customer service thus far. Employee did not offer any solutions to my issue in regards to cox security alarm system. Employee refused to escalate call to upper level. Employee treated me like I am asking for charity. I am a new cox home security owner. I would not recommend cox home security service to anyone. This was a horrible customer service thus far.
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Review
#1008673 Review #1008673 is a subjective opinion of poster.
Service
Cox Communications Customer Care
Pros
  • Representative who handled my call
Cons
  • Representative who handled my call
  • Tyson 19274
Reason of review
Poor customer service

Cox Communications in Chandler, Arizona - Cox communication is the worst

1.0
Details
From the installation I knew this was going to be a headache. We were told we would get speeds up to 50, although the minimum is 20, we would be on the high end. We have never had over 24 and our service keeps dropping. It has cost my wife untold wages because of this. We are now told by Cox that the modem they sold us is the wrong one and are going to start charging us rental fees on the equipment they sold us. They also suggest we take the one sold to us...that is wrong and go to the Cox store and rent a new one from them. The email ended with if this doesn't work my wife can go to their store and swap out more equipment for even higher rent. There still is no assurance our speed will increase, but rest assured that our fees will increase. The other complaint is that every time I ask a question that they refuse to answer because it will show Cox to be the cheat they really are, they assign a new person to chat with us. I have 4 emails with no answers as of yet and the questions are mounting. Can someone please direct me to a company that operates on old world honor and integrity. Cox is a rip off company no wonder they only have 1/4 of one star. I wish I had seen this before I started using them.
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Review
#1007791 Review #1007791 is a subjective opinion of poster.
Service
Cox Communications Internet Service
Pros
  • Being with a different company
Cons
  • Incompetent e-care specialists or liars
Reason of review
Poor customer service
Loss
$168
Preferred solution
Cox comes out and runs a hard wire to my wife's office and install the correct modem and our billing doesn't change for 2 full years.
Tags
  • Lousy Cox Communications
Subscribed to Cox in December.Installer took 8 hours, had no idea of how to do his job and also left a mess, wires everywhere, had to get someone to fix his mess. Was told would bury cable within 2 weeks. One month passed so we decided to call them to see when. Told...
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1 comment
Anonymous
#1286117

same problem. cable has been above ground 27 months and it is not my service.

called Atlanta. Absolutely useless. today is 2/13/2017.

FCC is too political. they are in bed with providers.

Review
#1007350 Review #1007350 is a subjective opinion of poster.
Service
Cox Communications Installation
Reason of review
Poor customer service

Cox Communications - Deal Review

1.0
Details
I was calling to receive new customer services from them. While looking for just internet, i had found a great deal online for internet and cable. The internet preferred is offered at $59.99 and if you bundle with the basic cable with free hbo, you would only pay $58.99. An entire dollar less than the price of just internet. So of course I decided I would go with that. So I call and ask to change to that deal. It took about 4-5 different people to find the promotion. I'm told to go head and have the internet installed first then Call back to be considered an existing customer to quality for the deal. I get the internet installed and called back. And of course I'm told a whole nother story. They refuse to give me that deal and tell me that there's nothing they can do about the wrong information given to me by the other people(including a supervisor) had given to me. These people seriously do not know what they're doing. All they care about it money, they do not care about their customer satisfaction. Plus the internet they installed is barely working. Horrible over all experience. I'm cancelling services to get att.!
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Review
#1004964 Review #1004964 is a subjective opinion of poster.
Service
Cox Communications Deal
Reason of review
Not as described/ advertised

Cox Communications Receiver Review

I asked for a new box. I have been a customer for 25 years! They gave me a'fixed box.' Seriously? My next call is to direct tv.
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Review
#1004876 Review #1004876 is a subjective opinion of poster.
Product
Cox Communications Receiver
Reason of review
Not as described/ advertised

Cox Communications - They never call you back and constantly change your plan

Tired of my plan changing and 2 year commitments. After 30 years of uninterrupted service with them, I want a plan that does not force me to call in, be on hold and wait for some child to give me the best deal I can get. I'd like the respect of getting the best deal because I'm a valued customer. I refuse to give a commitment. It is time for Cox to give the commitment to giving me, their loyal customer, the best available price without putting me on hold to fight for it. I called the corporate office 4 times and was promised a call back within 24 hours. No such call. No concern. Just endless ads for how I can save...IF I'm a new customer. That's insulting.
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Review
#1004228 Review #1004228 is a subjective opinion of poster.
Service
Cox Communications Bundle
Reason of review
Not as described/ advertised

Cox Communications - OVERCHARGES, poor service, won't answer customer complaints

1.2
Details
I've been a customer for several years (There's no choice in my area .. Cox is sole provider) And between the price increases, the poor service, the bait/switch (they count the HD Channel lineup (Which is exactly the same content/channels of the regular lineup) in their listing of number of channels for consumer viewing .. in REALITY it is HALF That .. ) Changing the service so that they increase the prices by now requiring Boxes on EVERY TV in the house (of course at separate prices .. so if you have 2 tvs, its now DOUBLE The cost) .. The LATEST is an UNANNOUNCED PRICE GOUGING .. Cox Calls it Broadcast Surcharge AND Regional Sports Surcharge (I specifically don't subscribe to sports channels .. I do NOT Want to pay for something I will never use and I DEFINITELY Don't want to pay surcharges for that which I NEVER asked for nor signed up for in the first place) NONE of these ADDITIONAL Price Gouging is even communicated to the customer via any notifications .. it just SHOWS UP IN THE BILL!! When I go to the customer chat upon seeing this PRICE GOUGING And NEW 'surcharges' on the latest bill .. the ONLY ANSWER on their customer service chat is this where the agent ADMITS that it is NOT in my previous bills and I WAS NOT NOTIFIED "I don't see any notice on your previous bills. I do apologize for this inconvenience" (HELLO .. it is an OVERCHARGE and PRICE GOUGING .. not an 'inconvenience' .. I ASKED to have the charges removed) What was the response from the chat line? "I can't remove it. The only way will be by removing the TV essentials pack" (SINCE When is the Sports channels now in 'essentials'? THAT is also not what I signed up for at all! They never were part of my lineup) AGAIN .. I TOLD The agent to REMOVE The PRICE GOUGING OVERCHARGES here's Cox's reply .. "keep the pack and keep the charge" .. "I can't remove the charge." then there is the FACT That they are DOUBLING DOWN on this PRICE GOUGING .. by not just putting it as a line item (Which is only on the printed bill .. NOT in their system (Cox even admits only SOME customers are being gouged in this manner .. that means me)) by PUTTING This 'surcharge' also in the TAXES Section of the bill .. so now instead of this .. "Broadcast Surcharge $4.00 and Regional Sports Surcharge $4.00 for a total of $8.00" THAT is also ADDED to the TAXES portion of the bill .. (meaning that the nature of this NEW PRICE GOUGING is increasing the bill a total of $16 PER MONTH .. yes, PER MONTH!!!) and what was Cox's reply here??? "We introduced the SURCHARGE to better enable customers to track how the increasing costs of carrying sports programming drives the total cost of their TV Service higher above and beyond what would normally be reflected in periodic rate adjustments" (IN OTHER WORDS .. INTENTIONAL DEFRAUDING and PRICE GOUGING of the Customer .. no notice at all to the CUSTOMER .. and they don't care that they are GOUGING The customer) So .. by doing this .. COX increased the Taxes portion of the bill by over 21% .. they doubled down on this GOUGING and DEFRAUDING customers by an additional 6% on the TV Service with UNANNOUNCED SURCHARGES .. DEFRAUDED the customer by counting the same channels of broadcast TWICE (meaning that their lineup is HALF of what you expect .. ) And even with the Required box now on each device -- only HALF the line-up is available at any time (and the quality of the TV service is poor). Add on top of this the lousy customer service and REFUSAL To stop GOUGING customers with increases that basically are intentional FRAUD .. I'll be filing the evidence with the FCC and the State too .. hopefully there will be some prosecution of Cox for this ..
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Review
#1004095 Review #1004095 is a subjective opinion of poster.
Service
Cox Communications Bundle
Cons
  • Promotional scam
  • Adds unannounded surcharges to avoid regulatory reviews process
  • Will not respond to complaints
Reason of review
Pricing issue
Loss
$192
Preferred solution
Price reduction
Tags
  • Cox Communications Cable Scams