Latrese Cby
map-marker Andover, Kansas

Incorrect phone bill for elderly customer 7 of last 12 months

My 89 year old grandma has service through Cox. She is almost blind, almost deaf and has severe arthritis. She uses her phone to keep in contact with family and for emergency services when needed. Due to her physical limitations we have had to have 411 and International long distance blocked as she was making unintended calls. Each time this first occurred we paid the full bill and then asked Cox to restrict the corresponding service to avoid future issues. 7 out of 12 months she has been charged for these services even though her bill shows they are blocked. I have called each month, spent 30-60 minutes with support, level 2 support, supervisors and etc. Each time they say it is fixed and it may be correct for 1 month and then it happens again. If I wasn't watching her bill she would just pay these; this is just like elder fraud. All we want is someone at the "phone company" to get her phone bill correct; how hard can that be? I need a contact at Cox who cares, will take ownership of this issue and actually resolve it, permanently. How many other people, especially elderly people, is Cox incorrectly billing each month for services they haven't requested or requested to have removed?
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Loss:
$500
Reason of review:
Poor customer service
Cambria Lie
map-marker Las Vegas, Nevada

80 some dollars for a 19 minute long distance call to colombia

80 some dollars for a call to Colombia. I feel taken... And when I complained they told me all they could do was give me free long distance. Why didn't they give me long long distance from the beginning!. I've been with them for two years and I've been paying close to 200 dollars. I have Netflix and if Iget Hulu and Amazon prime I should be set up, right? Also, why do I need a phone? I have a good IPhone. So I would end up paying about 70 or 75 for Internet. I was livid, I wanted to cut the cord right then and there.
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Reason of review:
Pricing issue
1 comment
CoxHelp

Nicbc,

Phone is FCC regulated therefore you must request any services or features be added. If you didn't ask to subscribe to a long distance program, we cannot add it without your consent.

Without a long distance calling package on the account, you would've been charged the regular market rate per minute on that call. If you later decided you wanted to add a long distance program (even after you made the call), we can sometimes re-rate your long distance calls for the previous 30 day billing period to reflect the package pricing you request added. The calling plans however are not normally free. I'd like to review the account to see what happened here & make sure your account is being billed correctly.

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

We'd really like to make sure your account is set up correctly to allow you to call anywhere you wish & help you avoid this type of situation in the future.

Thank you,

Dina

Cox Communications

Anonymous
map-marker Rocky River, Ohio

Cable TV pricey, reliability doesn't justify the cost

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They consistently have networks that aren't available and they say others in the area have reported the same problem. "They're working on the issue." Recently my price jumped by $30 per month. The billing statement said it was because they have added the DIY network to my viewing options and I can now get the Cooking channel in hi def. Neither enriches my life. In order to get my bundled bill down to the more manageable $142 I went to the next lowest TV tier. I still get a bunch of stations I don't want including a number in a language I don't speak. What I gave up was access to ESPN, the Golf Channel and the local Fox sports affiliate that broadcasts my home town major league baseball team. Other communities in this area have other cable provider options. I rent. I'll be moving soon so I have more options than Cox. They have a monopoly on this apartment building and my balcony faces the wrong direction for satellite.
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Reason of review:
reliability and pricing both

Preferred solution: Price reduction

1 comment
Guest

Perhaps we can be of further assistance with any service issues you're experiencing. Please feel free to email us at cox.help@***.com to get started. -Chris

Anonymous
map-marker Oklahoma City, Oklahoma

Cox Communications Internet Review

I pay around $85 for internet that seems to have a outage atleast 2 times a week. *** rediculous my only other option is att who is not near as fast but alot cheaper.
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Reason of review:
Bad quality
Anonymous
map-marker Tucson, Arizona

Billing Department Review

They are liars. I was told i would have my bill lowered. How do they get away with ripping off there customers? With this said, and other customers that get the same treatment, i hope they get their *** together
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Reason of review:
Problems with payment
Anonymous
map-marker Gonzales, Louisiana

Cox Communications - Tv Channel Review from Gonzales, Louisiana

I paid extra for Cox to give me southwest channels. They expect me to believe that the southwest would honestly prefer to watch the Yankees over the returning MLB champs vs. their arch rivals. This among multiple lies to trick us into a contract may lead us into a lawsuit. If not, then I sincerely hope the negative press will suffice. I honestly have NEVER met anyone that has given Cox a positive review...
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Reason of review:
Order processing issue
Anonymous
map-marker Rancho Palos Verdes, California

A frustrated customer

I did not have a contract with Cox. Therefore, on 6/10/15 I spent about one hour on the phone with Gabby who represented herself and was able to change our service and reduuce it by about $70 per month. Then on 6/12 I received a call from a third party representative stating they could not honor this and there must have been a misunderstanding. I spent over an houur today with 4 representatives and finally cancelled our service. It is a sad parody that the utility companies feel they can treat customers in this manner and have no repercussion. A possibility in the 1960's this worked, but not in the 21st century. Kathleen Howden
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Reason of review:
Poor customer service
Anonymous
map-marker Las Vegas, Nevada

Cable Service Review

Was provided the wrong quote and false information. I was given terrible customer service and was hung up on multiple times. Was told to wait for a technician to show and to stay home between 8-5, and the technician never showed up.
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Reason of review:
Poor customer service
Anonymous
map-marker Centreville, Virginia

Terrible customer service

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I HATE Cox! We pay more than $300 a month for phone, high speed Internet, and email. That's not only a hyper-inflated price, but the customer service is TERRIBLE. More than 90% of the time, customer service agents are incompetent!!! I just switched out my old modem with a new HSI Cox modem that was advertised as being easy to replace by the do-it-yourself method. It didn't work. So I called the customer service number. I couldn't understand the first customer service agent because she was mumbling into the phone very rapidly with a very heavy accent. She told me that I had the incorrect password to my account and that she couldn't provide full service ( although I DID have the correct account password); then when she said she activated the new modem, she somehow deactivated my telephone service. It has now taken a huge amount of time to fix the Cox screw-up that left us without telephone service. I had HAD IT with this company!! They are TERRIBLE!! All interactions with them over the past several years have been TERRIBLE!! Unexplained power outages for days with no reimbursements, VERY slow Internet speed though we are being charge for the highest Internet speed available, charges that are unexplained and exorbitant; this company is dishonest and deserves to go out of business! I am canceling my Cox cable. I will purchase only those cable programs I want and will sever my connection to Cox FOREVER!!
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Reason of review:
Poor customer service
2 comments
CoxHelp

That is not how we want our customers to feel. We would hate to see you leave.

Let me see what we can do about your service issues and see if there are any money saving opportunities that you qualify for.

Please email me at cox.help@cox.com with your account information and a link to this complaint.

Thanks,

Tiffany

Lathen Guh

I wonder if we can get a class action suit against them for the high bills and no service most of the time.

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Anonymous
map-marker Olathe, Kansas

Cox Communications - Equipment Review from Olathe, Kansas

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Went in to cox and bought their internet/TV package. I opted to take the equipment home and install myself instead of paying the $40 for a technician. After setting not all up nothing worked at all. I spent 3 hours on the phone with customer support until they concluded nothing could be done and I would be forced to have a technician come out. The catch is they want to charge me $60 for the tech that I am forced to get to fix my equipment... Canceling sounds like an easier and cheaper option to me. Awful service with rude employees on the phone.
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Reason of review:
Poor customer service
1 comment
Guest

We're here to help. Could you email us at cox.help@***.com please?

We'd be happy to assist you further. -Chris

Anonymous
map-marker Phoenix, Arizona

DVR Stopping recording before program is complete

Driving me crazy! Every show is cut off at the very end and I miss the last minute or two of the program.

A technician came out and what he told me is that when the memory gets above 80%, it will start cutting off. Hmmm, doesn't say that anywhere on the site. So, I deleted everything to 10%. Still happening.

WTH???? I tried to extend the recording by 1 minute sometimes 2 but what happens is that it won't let me record another program that starts at the same time the previous should be ending. Thus, making me have to start the 2nd program 1 to 2 minutes late.

This shouldn't be so difficult. Watching an entire program to have the last moments cut off is maddening!

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Loss:
$100
Reason of review:
Damaged or defective

Preferred solution: Price reduction

5 comments
Guest

This happens to me all the time. Ready to go.

Ack to direct tv. So lame!!!!

Guest

COX is not as good as ATT.It did not do it with ATT.I MISS ATT

Guest

When you click Record, look at the list of options. See End Time and simply add 1 minute, or 2 minutes, or anytime you want it to record overtime.

I use this for baseball games that go longer than scheduled. I add 2 hours to those. You can also select a start time a minute or longer before the recording.

It is similar to the old time VCR settings. Choose any recording times within the show you have selected to record.

CoxHelp

I'd like to help! It sounds like you might be recording on a channel where the broadcaster is not matching the programming to the hourly slots.

Let me look into this for you. When you have a chance please send me an email at cox.help@cox.com with the details.

Thanks,

Colleen

Guest
reply icon Replying to comment of CoxHelp

not every channel is off time. it happens with every recording

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Anonymous
map-marker Vista, California

Email Review

Recently lost ALL email history in inbox older than 6/4/15- 3 calls, no answers- just gone. "Technicians are working on Internet" but restoring my inbox isn't part of that- huh? So all inbox emai are just gone?!? Very upset!
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Reason of review:
Poor customer service
Anonymous
map-marker Woonsocket, Rhode Island

Cox Communications Internet Service Review

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The worst company in the world. Channel line up is horrible. I pay 50.00 for cable and they charge me 65.00 for Internet. They should be sued. They are making me pay a month in advance. So i told them that when i turn off the service i will not pay them for the last month. We need to do something its not fair that they are allowed to get awsy with this.
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Reason of review:
Pricing issue
Belal Xqs
map-marker Oklahoma City, Oklahoma

Customer Service

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On Feb.20, 2015 I phoned Cox Communications to make arrangements to have our cable vision and internet service terminated. I spoke with Cox representatives in customer service, billing and tech support and each representative from the respective department confirmed that our account was paid up until March 9 of this year so I requested that our service be stopped on March 8 as I did not want an outstanding balance due to the fact that my wife has cancer and medical bills are continually increasing. On March 12, we received a bill in the mail from Cox saying we owed a balance of $86.57. I phoned Cox billing and explained that we had made arrangements to have our service cancelled a day before the date we had been told we were paid up to. The person I was speaking to (Gordon) continually interrupted me when I was trying to explain what we had been told and when I asked if I could speak with a supervisor I was told I could not as none were available so I asked if a supervisor could call me back when one was available. I was then told that supervisors do not call customers. We have been Cox customers for many years but when our services decreased and our charges increased, Cox Communications simply priced themselves out of our house. I have read and heard from numerous sources that in 10 years time, cable tv will be a thing of the past but with the kind of customer service displayed by Cox Communications I wouldn't be surprised to see it happen even sooner.
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Cons:
  • Customer service
Reason of review:
Poor customer service
1 comment
Guest

Pretty much the same thing happened to me a week ago when I moved from Casa Grande. They are still refusing to cancel my account even though I returned all equipment, verified the billing address and personal PIN number of the account. Now they say I have to send in a formal request in writing.

Anonymous
map-marker Oklahoma City, Oklahoma

Cable Service Review

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After numerous calls to Cox about cable wires running from the middle of the ground to the side if my house, IN THE WALKWAY IN FRONT IF MY GATE. NO ONE SHOWED UP TO TAKE CARE IF THIS. It's ridiculous how many times I called.
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Reason of review:
Poor customer service
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