Lathen Guh

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Verified Reviewer
| map-marker New Orleans, Louisiana

Cox Communications - Internet Service Review from New Orleans, Louisiana

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I have had Cox for at least 8 months n have to have someone come out for the same thing every month almost. Each person say they called to have someone else come out to fix the connection between my house and the pole but no one ever come out. Mine you. I pay over $100.00 per month yet get shabby internet service. At this point i feel very disrespected by Cox. I get cable bit no internet and they only give .56 cents credit for a whole month bill. At this point i feel theu should give me a whole month credit. I will be looking into other providers that respect my money and me and legal information. This is appalling. I really am shocked that after all those service calls they still have not sent any pne to fix the cox pole oit front my house.
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Reason of review:
Pricing issue
3 comments
CoxHelp

Hello Ellatenant,

We hope that we can maintain a relationship and want to look into these service issues you are having. The standard industry procedure for crediting an account due to a service outage like yours is to credit from the time you let us know about the problem with active participation through to the time we resolve the problem.

Please email me at cox.help@cox.com with your account information and a link to this complaint so that we can review your account.

Thanks,

Tiffany

Guest
reply icon Replying to comment of CoxHelp

That email cox.help@***.com doesn't exist. I got cox.com/customerservice/help.

When I did click on it, I got a number of telephone numbers however none for help. I can be reached at 504-388-****.

Lathen Guh
reply icon Replying to comment of CoxHelp

I did not have any success with the email you replied with; cox.help@***.com. Please call me at the number I sent under Anonymous.

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Anonymous
map-marker Mesa, Arizona

Charged for not-working equipment replacement

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Unable to fix a constant problem, afterservice opined that it was because I had "old equipment" and they would send out a technician to replace it. A month later I was charged $60 for a service call! I called and complained, but the charge was only rebated by 1/2. Why should I have to pay for THEIR equipment problems? xxxx xxxx xxxx xxxxx xx xx xx xx xx xx xx xx xx xx xx xx xx xx xx xx xx xx xx xx xx xx xx xx xx xx xx xx xx xx xx xx xx xx xx xx xx i
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Loss:
$30
Pros:
  • Speed
Cons:
  • Contract charge if dissatisfied
  • Price
Reason of review:
Problems with payment
1 comment
CoxHelp

If the issue is found to be Cox caused, we do not charge for the service call. I'd like to investigate to see what the results of your service call were.

Please email our team at cox.help@cox.com and include your full name, address, Cox PIN and a link to your post here.

Once your email is received we will be happy to address your concerns. Thank you, Dina

Anonymous
map-marker Phoenix, Arizona

Disconnected Call on purpose

I called Cox in regards to an offer I received in the mail as they are trying to win me back as a customer. The first associate had me on the phone for about 20 minutes and after realizing that she can't process the offer code that is given to me on the letter she transferred me to their Loyalty department where I was on hold for 10 minutes. After getting on the phone with the Loyalty department they started working on processing the offer code and scheduling an installation for me when I got abruptly disconnected. I tried calling the number back but it stated that the office is closed, my best guess is that the associate didn't feel like talking to me when it was past their open time and decided to drop the call. I am very dissapointed that I haven't received a call back and it just goes to show what type of customer service they have. Very negative experience to say the least!!!
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Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Tulsa, Oklahoma

I Would Not Wish Cox Internet On My Worst Enemy.

Let's just sum up Cox internet in a few words; Most atrocious, horrendous, and god-awful internet I've ever had. I think I should put in an actual review though, so let's begin. Before I had COX, I had AT&T as my internet service provider. I had no problems with it at all, until I decided to switch to COX, which was the worst idea ever, and I didn't even know it. After a while of using COX internet, I noticed my connection was just terrible, and it wouldn't matter if I was on my PC, PS4, whatever, it was just bad. It's impossible to do anything that and other person would have no trouble with. 1. Online gaming. Anytime I try to play a game in my free time, I would just rubberband back and forth, over and over again. Eventually, after teleporting randomly, I lose connection, and I have to restart that game in order for it to let me at least connect to the servers. 2. Videos. There's been so many times where I would have to restart the entire video just to watch more of it. I can't watch it in 720p sometimes because the video would skip and eventually stop. 3. Internet browsing in general. It takes so long to load a page completely. On YouTube, it would take so long to load the comments, recommended videos, etc. It seems impossible to do anything. Those are just some of the problems I have with this internet. I do not recommend it if you want just decent internet.
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Reason of review:
Bad quality
2 comments
CoxHelp

Hi, This isn't the impression we want you to have of us! Let me get to the bottom of what's going on with your internet.

When you have a moment, please email me at cox.help@cox.com with your account information, a description of the problem and a reference to this post.

If you prefer, you can also reach us on Twitter at @CoxHelp or visit us on Facebook where we're available from 6am to 3am EST every day. -Colleen

Guest

4. Those annoying commercials.

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Anonymous
map-marker Chesapeake, Virginia

Cox Communications - Deal Review from Chesapeake, Virginia

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They are great with getting the cable and internet set up but God forbid you want to cancel their services because they will get pissed at you for no reason. The representative on the phone pretty much called me a liar about other services from another company i had gotten a great deal on. Very unprofessional if you ask me and it frustrates me because i would have potentially gone back to them in the future but not after the conversation i had with her. She then proceeded to go over their packages over and over and told me i wasnt smart for switching providers and then said well what are we doing bc im not gunna waste my time if you are cancelling. I told her i was cancelling and she said fine then gave me my bill total and hung up on me! So rude and i will never go back to cox!!
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Reason of review:
Poor customer service
1 comment
Guest

COX? Good luck finding someone that understands how a cable box works.

The people they claim are professional repair employees are idiots. I worked for Warner cable for years and when I called for an issue with the $50 per month baseball package, they sent an *** into my home to tell me my 4 Hi-def TVs were the issue. Yeah, right!! But gee, every other channel was perfect.

They provide a service but know NOTHING about how to fix it.

I could have fixed it myself if I had access to their distribution box outside. They might figure it out years from now, but I don't have the patience for idiots.

Anonymous
map-marker Fairfax, Virginia

Cox Communications - Internet Service Review from Fairfax, Virginia

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Cox has constantly douvle charged for service. My billing date is the third day of every month and my due date for payment is the twenty-fifth yet i get charged for two montgs of service when the bill is paid on time. Internet access is constantly going out and the problem is never remedied. Cox by far is the worst overall isp and cable provider in business. Customer service is anything but friendly or helpful. Isn't double billing an unethical practice apparently Cox hasn't received the memo. Legal action should be pursued.
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Reason of review:
Pricing issue
Anonymous
map-marker La Mesa, California

Cox Communications - Cable Box Review from La Mesa, California

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I have the contour boxes and it is the worst thing to ever of been made! I come home from work and just wana relax and watch a show and more than half of the time it freezes not to mention I can barely watch anything I recorded on my dvr cause it either freezes or always says "sorry we are currently experiencing some technical difficulties" I've had techs come out countless and it never fixes the problem. I've heard a lot of other people say they hate it too and even one of the techs said he doesn't know why the still have these.
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Reason of review:
Damaged or defective
Cai Geg
map-marker Tulsa, Oklahoma

Rate hikes

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I signed up for high speed internet 9 years ago, was promised a life time rate of 45-ish dollars a month, in the past 3 years it jumped to 53$ called asked why, nothing. then jumped to 58$, called asked zilch, jumped to 63$ now 66$ I cannot get a straight answer, was offered a promotional deal for 3 months would knock me back down to 53$... basically I say ***, also I am pretty sure i have been paying for / renting their modem when I own my own... please tell me someone else has found a better deal in the Broken Arrow Ok location... because this is ridiculous.. sincerely, one pissed of customer
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Loss:
$20
Reason of review:
Pricing issue

Preferred solution: Price reduction

Anonymous
map-marker Lynn, Massachusetts

Will not honor 45 or 60 day webmail access after terminating service

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When canceling service because we were moving I was informed by an agent there would be a 60 day period where webmail would be available. After service was terminated as moved from our house webmail was abruptly terminated. I spoke with 5 different representatives over a 75 minute period and Cox would/could not resolve this. Was informed by tech support they could not fix, was informed by a service agent I should have received 45 days access to webmail, was informed by another agent that I should ask for a seasonal access account for $9 per month, but another agent said that was not available in California. The last agent I spoke with said there is no grace period (there was in the past) and there was nothing that could be done to provide webmail. I was a customer for 15 years.
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Cons:
  • Did not honor committments
Reason of review:
Poor customer service
Anonymous
map-marker Wichita, Kansas

Additional Hardware fee

While moving apartments, Cox Communications left a DOCSIS 2.0 phone modem at my house. I do not have phone service, and I personally own a DOCSIS 3.0 modem. When I called customer service and ask if they would like their hardware back, they said I could keep it although I had no intention of using it. That was last month. This month I have an additional fee of $122 on my bill. It is for the DOCSIS 2.0 phone modem that the technician left at my house. When I called COX about this fee, they informed me that there would be a $20 fee for a tech to come pick up the hardware.
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Loss:
$142
Reason of review:
Problems with payment

Preferred solution: Full refund

1 comment
CoxHelp

I apologize for the mis-communication and additional hassle we are causing. I know how stressful moving is.

Let me see what options are available to get the modem at no charge to you.

Please email me at cox.help@cox.com with the account details and a link to this post.

Stephanie A

Cox Social Media Support Specialist

Anonymous
map-marker Williamsburg, Virginia

Paused on demand show but can't pick up where I left off

I Paused a show that I was watching on demand, then went to resume it but now I can't. Its like I'm paying Cox to screw me. This happens all the time and with the restrictions in place I can't even go back and start from the beginning and fast forward to where I left off. I pay A LOT of money for this *** service.... Also, it takes FOREVER to load anything from the menu pages. In the year 2015 I shouldn't have to deal with this amateur kind of performance I HATE cox!!!!!!!!! HAAAAAAAAAATE them. Shame on you Cox for taking people's money and not living up to your end of the deal. And shame on me for putting up with it this long! I'm done! Netflix, Hulu and Roku for me. Even paying for all three it's cheaper and better than your pathetic "service"... Later!!!!
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Reason of review:
Poor customer service
1 comment
CoxHelp

This is definitely not the experience we want for our valued customers. I use OnDemand all the time and know what a great service is it and I want it to work for you just as I expect mine to work when I get home.

Please email me at cox.help@cox.com with the account details and a link to this post.

Stephanie A

Cox Social Media Support Specialist

Anonymous
map-marker Chula Vista, California

Cox Tv Review

Worst services I ever had should not be call communication, there's none with TV nor people or dvr boxes, I should be paid to have it, Have had problems over a year or so .
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Reason of review:
Problems with payment
Anonymous
map-marker Pensacola, Florida

Cox Communications - Internet Service Review from Pensacola, Florida

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Every time I have to interact with a cox customer service rep it is a nightmare. I stopped using phone to contact a CSR now insist on email only. They still treat me just as bad, but it is easier to forward a record of bad service than recount it to another CSR who could care less. After I asked many times (with no response) to continue only via email, the rep thought it would be cute to give me a number to call the loyalty dept. I could never get paid enough to treat ppl like they treat me. I hate to think of what ppl with disabilities have to go thru.
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Reason of review:
Poor customer service
1 comment
CoxHelp

Hi There,

I choose to work in customer service because I want all of my customers to be treated the way I, myself, want to be treated. I wholeheartedly apologize for the way our representatives have behaved towards you in the past.

To what address have you been sending your emails?

I’d like to invite you to email my team at Cox.Help@cox.com the next time you need any assistance with your account. I’d really like the opportunity to change your mind about us!

Sincerely,

Becky Kirk

Cox Social Media Support Specialist

Anonymous
map-marker Portsmouth, Virginia

Cox Communications Service Termination Review from Portsmouth, Virginia

Horrible service !!!! We changed from cox to drtv and they were supposed to keep our cable on until the 10th of June, but they never cut it off even though I received a confirmation email that it was ! Now my bill is charged for something they should of turned off!

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2 comments
CoxHelp

I'm sorry about the experience you've had & I regret we could not have maintained our relationship as your carrier. I'd like to look into this for you.

Please email us at cox.help@cox.com and include your full name, the street address where your services were located, the Cox PIN & a link to your post here.

Once this is received we will be happy to address your concerns.

Thank you,

Dina B.

Cox Communications

Guest

As you may know, only telephone service is regulated by the FCC or Public Utilities Commission, so if you're dealing with a cable or internet issue, you'll want to follow my advice (below).

Boiled down, my issue was Cox taking about $200 extra out of my bank account because I was lied to by a Cox telemarketer, and it has taken three months and countless irritating hours on the phone with Cox to no avail. They had my money and weren't willing to give it back until I did the following:

(1) File a complaint with the Better Business Bureau

https://www.bbb.org/consumer-complaints/file-a-complaint/get-started

Cox contacted me within three business days, wanting to resolve my issue

(2) Here is the Resolution Specialist's direct information (for Cox Central Region): Jennifer, Cox Communications Executive Customer Resolution Specialist, Central Region Phone 844-261-**** Fax 877-873-**** Email: ExecutiveEscalationsCEN@***.com (3) Be patient, hang in there, get what is rightfully yours.

GOOD LUCK! :)

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Deloras Rwa
map-marker Roland, Oklahoma

Locked in to a contract

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I have been with Cox Communication for one year. I deeply regret this, but since their early termination charges are prohibitive, I'm locked in for one more year. My rates suddenly increased this month by a little over twenty dollars a month. I called them, thinking that since I was under contract, it must be an error. Contracts go two ways, right? Wrong, I was told that I just didn't read my first bill closely enough. Well, that small print on my bill saying that my rates would increase after a year wasn't read, nor was it helpful since I was already locked into a contract. The first person I spoke to said, "It's not us, it's the government." I wouldn't accept that, so she transferred me to a "retention specialist" who said, "The salesman should have told you, but you could have read it on the website or your first bill but unless you want to pay the early termination charges then your choise is to pay the extra twenty dollars a month and enjoy our great service. You are not getting it cheaper anywhere else." I told him I've been offered several cheaper alternatives from other service providers. He paused and said, "But the fees for termination of your contract or me changing your services are significant if you wish to change your services. One more year to go and I deeply hope Cox enjoys that extra $20 for the next twelve years, because that and the bad customer service lost them a customer that paid on time and rarely complained about any service problems. And I was not allowed to speak to a supervisor, although I requested to speak to one.
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Loss:
$20
Pros:
  • Internet speed
Cons:
  • Customer service
Reason of review:
Problems with payment

Preferred solution: Price reduction

1 comment
Guest

Same thing happened to me. Was about to switch to Dish when they offered me a discounted rate called "Price Lock Guarantee service agreement".

I assumed that this meant the price would remain the same for the entire 2 year period of the agreement. Not so, after the first year the price went up. Called customer service and was told the discount still applied but the base price was increasing. They also said that a further increase was coming next month.

This was never disclosed when I agreed to the deal. This is a really dishonest way to run a business and I hate companies that lie

to their customers.

If their price increases much, next month, they are going to lose a 30 year customer.

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