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Cox Phones Out

WE noticed our phone was out. A number calling us showed on the TV screen, but we could not answer, nor could we call out, no dial tone, nothing, tried all of the "fixes" they have on their website, unplugging phones, only plugging one in, etc. Nothing. We had internet and TV just fine, but no phone. Their "online chat" session determined that we had signal for the numbers on the Screen but that our "modem" was out. We have never had a modem for phone and explained this to them. Last week, when this happened, I noticed Cox trucks all over the neighborhood, and two other neighborhoods in our areas. I spoke with one of their subcontractors, who said the house behind us had the same issue, and that there must be bad wiring in it. These guys were diligently checking all the wires on houses all over the place and could not correct the problems. Mind you this is THEIR OWN CONTRACTORS and their own people. Now, you'd think, with a set-up like they have, with the cable box outside splitting the signal into the phone line for the house, and Cable being out, this couldn't be a wide-spread problem like this, especially without their own people knowing about it. Well, they finally sent someone out to our house, who asked to see our modem. We explained we have never had a modem for telephone, that it comes from the Cox connection box on the back of the house. He disconnected our Cable TV (and hence internet) fiddled around, and determined we are getting no signal. THEN he says, well, we will have to rent or purchase a "digital cable to digital telephone" modem (remember our phone worked fine for YEARS without this) which needs to be connected inside the house with household power! One of the reasons we HAVE a landline phone such as this is that it works WITHOUT household power, or affecting our internet! (The box is a docsis 2.0 internet box, where they recently REQUIRED us, just a few months ago to get a docsis 3.0 internet modem!) So, going to obsolete technology on the internet to switch to "new" unproven technology on the telephone? No thanks. I told my wife, just cancel the service, we do not need or want "digital" telephone. What's even more interesting? THEY NEVER NOTIFIED ANY of their customers of this supposed change, and just suddenly cut it off, and millions of customers are apparently without phone service without switching back to a local telephone company!
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ID
#825097 Review #825097 is a subjective opinion of poster.
Location
Mesa, Arizona
Service
Cox Communications Bundle
Pros
  • You are stuck with them
  • No resolution for multiple months
  • There is no competition
Cons
  • Cutting off our phone with no notice
  • Incredibly slow internet at times
  • Raising our bill every month
Reason of review
Phone is cut off, they wont' fix it.
Preferred solution
Please turn our ANALOG phone back on. We will have none of this "digitial modem telephone" crap. Our current phones have worked fine for years and we do not want this Internet Phone crap.

Mini Box Connection

I just got another mini box and tried to install it myself. However. it's nothing like the first mini box that was sent to me. I am 71 years old and cannot get behind my tv and think that there should not be a charge for installing something that COX requires. That's my opinion and I still do not have my tv connected to the mini box. That's all the words I wish to enter. I don't have 100 words to enter. Having to enter 100 words is ridiculous. I have explained what he issue is and that should be enough!!!!!!!!!!!!!!!!!!
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ID
#824095 Review #824095 is a subjective opinion of poster.
Location
Kenner, Louisiana
Reason of review
Poor customer service

SYSTEMATICALLY OVER BILLING

1.0
Details
Received over charging bills; tried to talk there supervisors but no one comes to the phone. Leaving me hanging on the phone. No one calls back. Tried many times; but frustration is all I get. One of the answering clerks told me I had two account numbers and said someone will contact me…never happened. Massages sent to Cox If this is an abuse complaint site…then am calling you out. STOP SYSTEMATICALLY OVER BILLING CUSTOMERS. YOU ARE OUT OF CONTROL! Received over charging bills; tried to talk there supervisors but no one comes to the phone. Leaving me hanging on the phone. No one calls back. Tried many times; but frustration is all I get. One of the answering clerks told me I had two account numbers and said someone will contact me…never happened.
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ID
#824043 Review #824043 is a subjective opinion of poster.
Location
Las Vegas, Nevada
Service
Cox Communications Customer Care
Cons
  • Scam
  • Inconsistent information and not taking accountability
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

Cox Communications Cancellation Policy Review from South Padre Island, Texas

1.2
Details
DO NOT CALL COX!! Their customer service is horribly awful and so rude!!!! Everytime i have called they either tell me to "hold on" and end up hanging up on me or just try to go around the bush and never answer my question. I tried to even call the spanish line and the lady was absolutely rude and even raise her voice at me when i was just trying to explain my bill to her!!! I can't believe COX doesn't do anything about their rude customer service!!!
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ID
#822000 Review #822000 is a subjective opinion of poster.
Location
South Padre Island, Texas
Reason of review
Poor customer service

STAY AWAY FROM COX

1.0
Details
The short: I was cheated out of a $300 visa gift card They promised to lower my bill by $40 a month. But they actually ended up charging me an addition $10 to my original bill Costumer service was non responsive I now have a $190 cancellation fee The long: I originally signed up for TV, internet and phone for a promotion rate of $152 per month. It was fast internet and all the movie channels…the big TV package. A couple months in to it, I realized we were not watching much TV. So I wanted to see if I could lower my bill by removing some of the TV services. After talking to their representative, we agreed to remove the TV extras (HBO, Cinemax, etc.). By doing this, I was promised a rate of $110 per month plus a credit to my account. The representative advised me not to pay my bill, that they would apply the credit and issue me a new bill. He also assured me that I was still eligible for the Visa gift card. One month later, I get a bill for $160. I call COX to see what was going on. Nobody had a clue. There were a few notes in my file regarding a change to my account but no details. After explaining what had happened, the representative submitted a form to her supervisor and promised a response within 48 hours. The following week, after no response I call COX again. After waiting the average 35 minutes to talk to someone (pretty standard for all of these inquiries) I talk to a representative who can’t help me. She gave me to her manager who, without a beat, tells me that the promised $110 rate is impossible. She then informs me that the change in my account from the previous inquiry raised my rate to $180 and they were giving me a $20 discount. She then rattled off some other discounts she was applying and told me my new bill would be $140. Then I asked about the Visa gift card. She stated that the change in service from the previous inquiry had voided my eligibility for the gift card. She was unwilling to work with me to find a solution that we could be satisfied with. After attempting to talk to her a little more, it was clear that she was unwilling to budge, and did not care about what one of her employees had previously promised. I cancelled all my services. She then tell me I owe $195 for a cancellation fee STAY AWAY FROM COX.
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ID
#821456 Review #821456 is a subjective opinion of poster.
Location
San Juan Capistrano, California
Service
Cox Communications Bundle
Cons
  • Cost and customer service
  • Poor response time
  • Over charging
Reason of review
Poor customer service
Loss
$400
Preferred solution
Let the company propose a solution

Cox Communications Account Review

2.2
Details
It was really good tell my time ran out... bumped me up 30 more a month now it seems even more. Paid faithfully on time until I got my feelers hurt immediately got pay letters and phone calls I'm about to pay you off ...and peace out and I'm taking my big mouth with me to tell everybody
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ID
#820965 Review #820965 is a subjective opinion of poster.
Location
Glendale, Arizona
Reason of review
Problems with payment

Avoid Cox! Failed to show for install, missed 2nd appointment following day.

We have yet to even get our cable/internet installed after almost a week of waiting, and we already have 2 missed appointments by the technicians under our belts! First appointment they claim was "never set" even though we had our account created/ appointment scheduled the same day (a Friday) and we were given a time/date (the following Weds between 10-12) Come weds, no one shows, and Cox claims there was never an appointment set. I suppose we just made up an exact date/time in our head? Seems logical... After informing them that we did have an appointment and had already been waiting 6 days, they told us they can come the following day. Not ideal, but best possible case after they screwed up. (funny how the wait time is shorter this time...hmmmm) Now it's the next day, and no one shows- no call, nothing. Cox claims they came, but "no one was home"... There are major problems with this claim by Cox 1. We live in a secured building with over 600 units. You need a key fob to get in the building, as well as up/down the elevators. Not sure how they would get into the building, let alone to our floor/ front door. If they were let in, they would soon realize they need a key to go up the elevator which means 1 of 2 things needed to happen: A. call us to let you up/in the apartment B. ask front desk to allow you up- in which case, you would knock on the door of our apartment and be let in. If not, you call and we let you in, or front desk calls us and we let you in. 2. No one from Cox ever reached out to let us know they were on their way, arrived, or "waiting" before apparently leaving our complex. Now the next available appointment is for the following Weds... Seriously?? Either the employees are wildly incompetent, or flat out lying. Either way, I am very displeased with our (lack of) service to this point. Be advised- Avoid Cox at all costs.
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ID
#820900 Review #820900 is a subjective opinion of poster.
Location
Del Mar, California
Service
Cox Communications Bundle
Reason of review
Poor customer service

Cox Communications - Tv Service Review from Lake Forest, California

2.3
Details
Reception frequently unreliable since switching to Contour. Had to reset box frequently, turned in and exchanged several boxes, channels missing frequently, frequent phone calls to customer service lasting half an hour or longer going through various maneuvers to try to reset and restore service. HORRIBLE business operations and customer service. Phone agents are very polite and patient and make every effort to be helpful but scheduling of service calls and follow-through is atrocious. We were left without any service whatsoever for several days without explanation or response from Cox. When they finally scheduled an appointment they came at a different time which we could not accommodate then told us they could not come back that day not even during the pre appointed time. RIDICULOUS!! Response to escalated problems is POOR, POOR, POOR!!!!!!!!
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ID
#820225 Review #820225 is a subjective opinion of poster.
Location
Lake Forest, California
Service
Cox Communications Tv Service
Reason of review
Bad quality
I just became a cox customer in January.. it is March now and I have probably called them 60+ times, talked to over 100 uneducated people, have been lied to about the product I was receiving and the price of the product, and they took $188 from my bank account that I...
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1 comment
Kyrah
#1135775

We have had so many complaints from our customers.

If you are having any issues with Direct Tv please give me a call at 801-210-9034. I most likely will answer right away, if not- leave a voice mail and I will get back to you ASAP.

I will find a way to solve your problem.

I'm an account manager so I take my customers complaints very seriously.

If you are experiencing and issue with billing, technical support, ect.

I can help you out. Or if you are just unhappy and looking for another service provider I can also help with that as well.

Direct Tv Account Manager,

Marki If you prefer e-mail you can contact me at: Markilnixon@gmail.com

ID
#818936 Review #818936 is a subjective opinion of poster.
Location
Las Vegas, Nevada
Reason of review
Poor customer service

It's all a game to them

How many times can they disconnect or route the call to an incorrect dead end before it becomes either a custom and habit OR an intentional game or sport? Cox customer service representatives appear to delight, from the entry level to the supervisor and manager, at tormenting me - - when I'm already aggravated by substandard delivery of the services they promised? Shouldn't there be rules? Like huge fines if one customer has been disconnected or has had to call back on the same problem over 12 times in an hour? When does the unfulfilled promise to "call you back if we get disconnected" ever become compensable? Oh, I know that they can hang up on you for cursing at them. Or for yelling. After all, they have sensitive ears. No - - eleven hang ups and re-routes where I was assured that the call HAD to be transferred to someone else who could better help me only to have it mis-routed or disconnected. Or, in the middle of the tech talking to me the disconnect occurs. Or, I am told to hold while they check on my account (apparently they cannot both simultaneously talk on the phone to you AND look up your customer information simultaneously so as to necessitate not needing to place me on hold to see what occurred on my case already). So - 11 hangups means 11 times repeating my complaints OVER and OVER and OVER again, only to get transferred to a dead end that doesn't go anywhere. So didn't have cable operating properly for one week and scheduled an in-home visit. Got a credit on the account which was the maximum allowable, supposedly of $40. Then in-home visit never appeared. Didn't know I needed a confirmation number to prove that you were coming. Would be nice if it was your habit and custom to send an email confirmation every time an in-home is scheduled but that would be too professional. So never get "proof" of visit before. Now, it becomes obvious, that in addition to calling customer service, have to document everything that they promise you and do throughout the entire call because they are not there to help you. They are there to make your miserable experience even more miserable. They are there to make sure that it is NOT easy. And that you know that you mean nothing to this company that they could train their employees to treat you like that and that there are no remedies. In one call, the level one person who answered the call refused to transfer the call to a level 2 supervisor (who I had last been talking to before the call was disconnected) until I again repeated to this level 1 person the reason for the transfer so she could decide whether or not it was appropriate. And then even when I make specific requests that the account be annotated with the call details, most times nothing is - -after 12 calls on my end, the call history only had 3 documentations. There is obviously no oversight in what gets added or deleted. Work orders for home visits are never documented and can be canceled without repercussion. Who cares that I spent 2 hours waiting for a tech to arrive who was never going to arrive because the work order was deleted? So then Tiffany, the last tech I worked with (c'mon - who believes that Tiffany is the real name and not a work assigned pseudonym, like a *** name) anyway - - we'll continue to call her Tiffany because that's the name she gave me - - she promised me over 10 different times that she would follow back and call ME back after the Tech who was scheduled to arrive the following Saturday arrived and fixed the problem. She never did. But I'm skipping most of the fun. See ,despite being a customer for 17.5 years and despite having received quite a few credits to the account for COX inability to provide the service they promised to provide (or, in some instances, stealing from me), Tiffany now tells me that she can't give me another credit to the account - - for the time from Thursday when the tech didn't arrive and I called about the problem - until Saturday when the tech was scheduled to arrive. Reason being - - they hadn't failed to deliver the services yet. Even though they new they were broken. Even though they knew they hadn't fixed it yet. Instead, I'm supposed to pay them FIRST, even without them giving me adequate services, and then, after I Pay, then they refund or credit my account. Not before. And she's telling me this like it's always been a rule and she didn't just make it up. Like I didn't just get a credit from Thursday to Thursday for the cable that was out before the original visit was supposed to have occurred and I didn't get that credit on Monday - midway through the week. But no - - each person who answers the phone tells me different rules that apply. It's always different. Whatever they make up. I've learned my lesson and I won't call without recording them from start to finish and through all the hangups and disconnects. I have to plan at least two hours to call to get a refund and a tech visit. And why? The torment I am put through is only because I insist on a refund. Through this bullying they hope to deter refunds. Refunds when they did not deliver the services they promised they would. So - - they want to bully you into letting them get full price from you even though they gave you less than full service. And they make you really PAY if you are going to get a refund. So much so, you will think twice next time before you dare to ask for such a thing. So - the above just described the most recent of exploits by Cox. But let's go back a few years before I was aware this website existed. I purchased a router from Frye's. Had the receipt to prove it. Gave it to Cox service tech when he was fixing related problems to intall. He unplugged the old router (of a different manufacturer and blend) from where the ac connected to the device and then used the ac from the former device in my new device. I kept losing cable intermittently and nobody could figure out why for the longest time - until another techie came 6 months later and discovered the ac plug didn't match the router. So the correct cord was connected. Then, Cox started charging me for the router as if I bought it from them. I did not. I bought it from Fry'es. They charged me three monthly installments. I called after the first. They apologized. Took it off. Then next month, I got another charge. They took it off again. Promised me that would be the last. Then, next month I got another charge. Again, they took it off. Promised me it was all done. Month FOUR - - now it should've only been a three month installment agreement, but now it is four months that it is appearing on my bill?? So Fourth month I was really pissed. More than the other three. But four months in, they are still taking money from me and making me call them back and go through the miserable automated phone system and repeat myself and endure hangups and disconnects, all to get them to give me back money they never should've taken from me in the first place. So, after four times they did this, I asked for a credit. Cox claimed they didn't owe me anything because they fully refunded the (false and fraudulent) charges (eventually). But what if someone sticks their hand in my pocket, grabs my cash, and runs down the street. I chase after them, and after a few blocks catch them and get my money back. Am I "even"? Hardly. I should've been able to go about my day without chasing that person to get my money back and that time is compensable. Maybe if Cox had to pay each and every time they made a mistake - - without the customer even asking first - - maybe then they would have more incentive to actually get it right. Now they appear to only have incentive to want to make your life miserable for requesting a refund to keep you from ever asking for refunds. I'm tired of Cox treating me like this and am taking steps to divest myself of the company and find alternative providers to the services I seek.
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ID
#818920 Review #818920 is a subjective opinion of poster.
Location
San Diego, California
Reason of review
Problem with delivery

Cox Mini Box Review

All chanels are not showing, sifi, amc, ex. Whats up with that? What do i do?
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ID
#818151 Review #818151 is a subjective opinion of poster.
Location
Norfolk, Virginia
Reason of review
Bad quality

Poor customer service in your Topeka Kansas store from the only female clerk on March 26, 2016. I did not get her name, but should have.

5.0
Details
We were in your Topeka store today and needed to replace the box for my father who is 89 years old. He had a small box and they wanted to replace it with a box 3 times the size and I questioned it with the clerk and she proceeded to tell me that that was my only chose. She also told me that we could not order a smaller box, that we would just have to wait and see what was delivered to the store. We took the box and after 2 hours on the phone with a COX tech, he determined that the box was defective. He did tell me that he could order a smaller box and have it mailed to my dad's address and that we could go back to the store and get another box today. We did and talked with another clerk and found out that they did have a mini box in store and we could get one of those. I informed him what I had been told earlier and he did not understand why she had misinformed us so badly. WE are now 3 hours into this ordeal and back home to install another box. That install was successful, but I am very upset at her attitude and the lack of knowledge she had and her ability to provide us good customer service. I feel she needs to be reported and retrained in the product you have to sell. I hope you will take the necessary steps in dealing with this matter and would appreciate a response back from you.
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ID
#817883 Review #817883 is a subjective opinion of poster.
Location
Topeka, Kansas
Service
Cox Communications Phone Service
Reason of review
Poor customer service
Preferred solution
Take the necessary steps to retrain this clerk and let her know she has provided poor customer service.. She needs to take care of her attitude and listen to her customers needs.

Exploitive Company

1.0
Details
Update by user Mar 26, 2016

My bill with this company has increased almost 10 percent per year for over a decade.The average US inflation rate since 2006 is less than 2 percent.

The highest was 4.1 percent and the lowest 0.1 percent. How can Cox justify this kind of increase?

Cox Enterprises ranks number 17 as America's Largest Private Company, yet number 5 as the richest family.I'm all for free enterprise, but somehow this seems to indicate an unacceptable face of capitalism.

There is never any discount when the internet is down, and they have extremely poor customer service.

Original review posted by user Mar 25, 2016
My bill with this company has increased almost 10 percent per year for over a decade. The average US inflation rate since 2016 is less than 2 percent. The highest was 4.1 percent and the lowest 0.1 percent. How can Cox justify this kind of increase? Cox Enterprises ranks number 17 as America's Largest Private Company, yet number 5 as the richest family. I'm all for free enterprise, but somehow this seems to indicate an unacceptable face of capitalism. There is never any discount when the internet is down, and they have extremely poor customer service.
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ID
#817393 Review #817393 is a subjective opinion of poster.
Location
Irvine, California
Service
Cox Communications Internet Service
Cons
  • Inflationary pricing
Reason of review
Inflated pricing
Preferred solution
Let the company propose a solution

Cox Communications Internet Service Review

1.8
Details
Cable and internet go down at least once a week. Worst service reliability ever.
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ID
#814848 Review #814848 is a subjective opinion of poster.
Location
Owasso, Oklahoma
Service
Cox Communications Internet Service
Reason of review
Damaged or defective
1.8
Details
Update by user Apr 27, 2016

does cox corporate management even take the time to look at their customers reviews, or do they just let people linger and let their underlings deal with these complaints

Update by user Apr 21, 2016

no it hasn't been resolved or even addressed or responded to by cox, I guess that's the way they...

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ID
#814798 Review #814798 is a subjective opinion of poster.
Location
Mesa, Arizona
Service
Cox Communications Deal
Reason of review
deceptive business practices, poor customer service
Loss
$120