Cox Communications
Reviews and Complaints

Cox has the worst possible customer service… Cox has May structural problems with a lack of how to even service customers for simple tasks.. I received a PoD wireless extender and was not informed it would be a charge.. Since the extender was a charge I returned to a Cox store and was told credit would be applied. Credit never happened and after contacting Cox 4x they continue to point fingers at store and store at cox … Cox has lost any sort of understanding how to provide customer service and I appreciate the example of what n ver to do and will use them as the worst company for service in my interviews with various media outlets as well as the speeches I deliver at 5-10 conferences per year

I set up an appointment for a technician to come out today between 3-5, it wasnt even my idea, i have slow speeds alot during the hours of 3am and 7am, i called a cox rep and they tested my connection and they suggested i set up the appointment as she found i had only 27 percent of my speed and my modems light turned red. Anyway i was waiting on them today and all of a sudden i get a text saying my internet service was complete...and i was like NO they didnt even come out they lied, i have cameras and nobody came out? so i called and texted 4 different cox reps and explained to them what happened and they gave me the run around and didnt even let me speak to a supervisor. they wouldnt even give me a credit for my internet being down!

I called a month ago to downgrade my internet as I'm a disabled traumatic brain injury survivor and I explained this to multiple reps, managers, different departments billing, Activation,etc. Dropped extra data so my bill would go to 49.99 a month instead of 99.99. I get my bill today and they charged me more money 49.99 on top of 49.99 they already charged me for last month plus this month bill of 99.99 so they change anything. I'm tired of being taken advantage of because I'm disabled.

Phoenix office. We’ve been dealing with problem with COX’s service since late March. Their service was overpriced. Every month we were paying too much. Finally we called COX business. Only found out there was a dedicated account rep for our business. He came out. I told him the problem that we wished to reduce our bill. He said he’s get back with me after he talked to his manager. NEVER DID.

We started transferring our phone lines to another company in May. We returned all their equipment in June. We didn’t know we had to informed our staff account rep to cancel the services. On July7th, I emailed the rep and his manager. Here we are in Aug. We are still dealing with COX. Their billing was not adjusting the charges meantime. We were getting harassed by COX for the original billing. Now they finally adjusted the bill. I am very upset. I emailed the rep to explain to me why the charges on my current bill since we are only keeping the internet service. I want to verify the adjustments. NO RESpONSE.

BEWARE. If you try to switch or cancel your service with COX, it’s not done quickly, and they hold you to their policy. This takes 2 months for me! I still can’t verify what they adjusted was correct!

Not a good experience. Rep and manager don’t response.

Don’t use COX for your phone line services. There are better ones out there.

Make sure you cancel with business rep assigned to you or it’s not cancel!

We saved $250 a month switching! That’s $3000 a year!

Their service is horrible. One star is too generous!

I have not been able to use my email for three weeks! Tech support has not been able to find the problem.!

To require a government id over the internet such as a drivers license is a threat to ID theft, Whoever created this requirement ought to be fired!

If my email is not working by July 26, I will notify the Better Business Bureau, FTC and the attorney general's office.

I have had Internet service and email with Cox for over 20 years but if I am forced to do the above I will go with AT&T.!

Robert Donovan

I returned my security cameras to Cox store in Midwest City Oklahoma on June 28, 2023. The box that the cameras were in had not even been opened yet & I was told that I was within my 30 days to get a refund for what I paid for the cameras back to my bank account. I was told to call billing (I have a receipt from the associate with all of this information written on it) & ask them to submit a refund ticket back to my original form of payment. I asked before I left that store if I was going to have issues with this & have to hound Cox for my money & the woman & man helping me told me I would not but here we are. So, I called & asked them to do that, the woman I spoke with asked me if I wanted the money to be refunded to my account & I told her yes. She told me that I would receive an email from JP Morgan Chase & I would need to accept it & the money would be refunded to my account within 3-5 business days. She also said that she noted my account. I never got the email from JP Morgan Chase so I called again today, June 29, 2023 to ask how long it would take to receive the email. I was told by 3 different associates that they submitted my refund ticket & it would take about 3-5 days to receive the email. Then, I was transferred again & another woman that "the back end" denied my refund to my bank account. Then, I asked for a supervisor & I was told that the refund was DENIED because they are putting the money towards my Cox bill THAT IS NOT EVEN DUE YET! The money that they took out of my account had nothing to do with my Cox bill. It was for the HomeLife security cameras that I am no longer going to need because I am moving in July. I am LIVID right now. Cox will withdraw money from your account & even though you are within your 30 days to receive a refund to your original form of payment, they think they get to say what they are going to do with MY money. Absolutely NOT. I will call the BBB, blast it on social media & keep this going until my $120.00 is refunded back to my bank account. This is absolutely ridiculous & it sounds to me like your Cox associates need more training because it is obvious that no one knows what is going on or the correct solution to anything. Regardless, I should have listened to my dad & brother when they told me not to go with Cox because I will eventually get screwed over on something. I have screenshots of your 30 day money back guarantee & it won't let me attach them under photos but the fine print says "Purchased equipment must be returned to a Cox owned retail store within 30 days of purchase for a refund by the method used for purchase." EXPLAIN THAT to me, please. I returned the cameras within 30 days so my money should be refunded back to my method used for purchase.

Hi my names Yuriko Rodriguez

I recently checked my credit report and I had an account in collections that came from a fraudulent cox account. I took a screenshot of the information and attached it to this form.

Your system is asking me to provide more information, the only information i have is what on the screenshot. I don't have more information because i didnt open any cox account.

On May 27 ,2022 I was moving from 19645 N 31st Ave. On this date I took the Cox receiver equipment to Cox store at 6070 W. Bell Rd. I waited in line behind an older lady returning a box full of equipment. That lady returned looking disappointed with her box of equipment and left the store. Next I was called to another sales counter which I gave the equipment. This young man was Caucasian wearing glasses, and very tall and thin built. This young man handed a receipt . As I walked away he said, " Hang on to your receipt. " I had never been told this reminder ever. On May 31,2022 I moved from Heritage Deer Valley apartment complex. I had other service issued with Cox Communication like service calls and waiting the weekend plus 3 days. The service technical support even told me I was paying too much for only one tv hooked to the service. I went back to the same store after receiving a bill for unreturned equipment. Their computer system did not show a copy of the receipt I was given. Now a collection company is calling saying I now own $300 for unreturned equipment. They are lying about this. From Linda Johnson

For the last two years, I have been paying a monthly rate of $20 for my internet service. I was pleasantly surprised by this pricing, especially since I did not apply for this rate nor sign a contract specifying such terms. Nevertheless, I appreciated the affordability it provided as an educator on a limited income.

This month I received a bill amounting to $125, which caught me off guard. Disturbed by this sudden increase, I reached out to Cox customer support, where I spoke with five different operators. To my dismay, each operator offered a different "deal," demonstrating a complete lack of consistency in pricing. It is disheartening to encounter such a business practice.

As an educator on a limited income, it is imperative for me to have an affordable internet service that allows me to continue my responsibilities effectively. I request that you reduce my monthly rate to a fair and competitive price. The $19.99 per month rate I had been paying prior to the sudden increase is what I consider reasonable and within my budget. I also urge you to reconsider your pricing structure and refrain from overcharging not only customers like me but also seniors (me) and other educators who are faced with similar financial constraints.

I would appreciate it if you could provide clarity regarding the free government internet plan. I have encountered difficulties in attempting to access this plan through Cox. It is disheartening to witness a lack of transparency and ease in obtaining this essential service. I

I look forward to a positive resolution.

I moved 5th of May and this has been a nightmare. I gave them my new address as 1215 e Vista Del Cerro Dr apt 1086N tempe az 85281. I moved from 1711 s extension rd apt 2007 mesa 85210. Found out my address is actually 1216 e Vista Del Cerro Dr apt 1086 tempe 85281. I have switched modems 2 times and now I'm being told I was never transferred after a few emails said I have service. Frustrated

This is my 3rd request for this account to be removed I am being Harassed by creditors. this account was opened in my name in Arizona. I talked with some one in customer service department they instructed me to file a complaint which I did I also filed a police report here in Chicago were I live and I have lived here my entire life. I don't know any one in Arizona and I have never even been there I have been a victim of fraud yet I have been dealing with this for years. I filed a complaint with the FTC Report #[protected] police report #JE113630 which I sent all this info to one collection agency yet this continues to be passed on from agency to agency now its back with Berlin & Wheeler-ks again I called them they added this to my credit report on 5/8/23 that states a new account is in collections. I explained the situation to the supervisor there and he instructed me to file another complaint. The account number per cox communications customer service representative is as follows.5476723 would you please remove this from my report Renee Harris if you need any additional info you can contact me at [protected]

For 3 months I have called and driven to all stores in Tucson. I was approved for ACP. Was not able to go thru ID me because your information was WRONG.

About 2 weeks ago I finally reached a very knowledgeable worker. There is a case # in which all the info is notated. Now you have cut off my service and I can’t make any calls from my house because I have a t-mobile booster hooked to modem.

I am 76 years old and I’m very compromised heath. My name is Robin Isaacs, phone # [protected]. Acct pin 1873. Restore my service immediately. If this is not resolved you leave me no choice but to proceed to the FCC. If need be I will hire a lawyer and sue you for damage to my health and causing me to have no phone service in my home and therefore no way to call an ambulance.

Contact me immediately, please. You can message me at my number. My email is [protected]@mindspring.com.

Access to my email account? Resolved today after 5 days of no access, but why did it take so long? They refused to listen to me. They kept transferring me to tech after tech, then told me that the problem is definitely my devices because they can get in to my email account from Nebraska (while I'm in California) and I can't. Yes, I HAD to give them permission to access my email account or else they couldn't "help" me. After several password resets and two techs inside of my email account, they still wanted to reset my router/modem, which would've reset all of my settings, including the High Security setting, which would've reduced security. Fast forward several days, the "supervisor" still insisted that the problem is my devices--that I have malware on them and that's why I'm not allowed to access the website or my account. They wanted me to purchase a tech support plan, reset my router/modem, purchase McAfee, and remotely access my devices. I explained that my router/modem's security is set to high, that my iOS device has Lulu installed, and my phone has Sophos Installed and all of my devices are regularly scanned for malware. I also scan all downloads by a VT API. Then she wanted me to allow access to "provide maintenance on the devices." I told her that I do all of the maintenance on my devices and that there isn't anything that she can do that I can't do. I explained that all I needed is for the Security Dept to allow my IP address to access the website and my account. She insisted that there is no way to access my IP so she couldn't allow access. I asked her how she would remote into my computer and she dismissed that this would give her access to my internal IP, even though all I wanted was for Security to allow access to the website (403's and "access prevented by the security dept.") with my EXTERNAL IP address. After having no access for DAYS (this happens a lot but never this long) and hours of conversation with techs and a supervisor, I was finally allowed access, but only after my security and privacy were compromised for DAYS at the cause of the Cox SECURITY Dept.

I have been a cox customer for years. I've been having a lot of problem with my service and keeping my TV on and my Internet. It's just constant. It's been happening for 23 months now. Go out for 23 minutes. Come back on sometimes it goes out for an hour to two hours and it comes back on I just appointed and if I could find another certain service, I would go to another service I don't know what else to say is that why can't they keep the cable up and running

First of all cox charged me $80 for months I didn't even live in my apartment. They said I didn't cancel it so they charged me anyways . But when I paid their bill I paid for the present month too which wasn't even due yet but my equipment was shut off so I'm paid for service I'm not getting. Then they wouldn't turn it on til I gave them a new address. But since it's two tenant house they wouldn't turn it on cuz he has cox . ? So I said then turn on the equipment using my old address like you said I didn't cancel it for which they said no the new renter in my old apt has has new service there for which I replied the obvious now wait a minute if you're charging me for not turning it off at my old apartment how can you charge someone else too for the same apartment. . And if you hooked some new renter up there you obviously knew me the old renter no longer had service . So give me my 80 bucks back. That's double dipping.

And what about my new address? Problem 2 Well I m sitting here at my new residence and this new cox equipment they made me go pick up won't set up. The. Funny thing is when I called and the tech reset it. She was able to control the modem from the office. she shut it on off etc.

Then she turned around and said I have to pay 60 bucks to get someone to come out ? I said I could change outlets she said no I cant it's activated at one outlet. . I declined the 60 charge.and hung up. Then I looked at the app that I was using as directed to easy set up and it was saying to change outlets. Funny the tech told me I can't. The app told me to so I did . But That didn't work go figure so . I went back to the first outlet I tried the one the tech was able to control the modem thru the line and I called support back and suggested since they can control the modem from there end

the line is fine and the signal problem isn't the line here so no charging me 60 it's is a useable line and guess what.

Now she says she can't control the modem from there get it to shut off and on like she did 5 min ago ... before I turned her guy coming out and the added 60 charge . Alot of bull is what this is. First. Refund my 80 for charging me when i didn't even live there anymore and you hooked up new service so you knew I wasn't there using internet anymore. And. 2 Get this sht show sending bullets thru a line then after I decline your 60 bs charge sending a guy out here. For what ? The line was active enough for you to control the modem thru it two min ago til I declined the guy coming out and the added 60 fee Now your bullet won't go thru it like it did 5 min ago? That's a bunch of bull. This whole thing is a bunch of bull . I gotta work remotely. Tomorrow. So figure out what story youre gonna use and get the internet on downstairs here so I can work . Forget the 60 added fee. you were able to shut it on and off from there already indicating the lines finedo your job pls turn it on right so I can work in four hours .

I rent from Ball RV park at 2970 N Anderson Rd, Garden City Kansas.

They provide the people in RVs internet access via wifi.

Last week, my laptop can no longer make VOIP phone calls in or out, including my access to 911 emergency services.

I understand this is not allowed if my phoneline was a business line or used for business services, which it is not. I have a residential phoneline which just stopped working. The VOIP service and I have confirmed, the port needed, #5060 is, is clocked through your Cox network.

I believe this must be in error, as blocking a residence from access to 911 services is a major no no.

I went in to the only office here, and they told me they only deal with Residential Services, and gave me a phone # to call. I explained again, I do not have a cell phone as my residential phoneline works fine for my needs.

They refused to take any message from me to notify your Business Service staff, and also told me "They do not have email addresses for me to use to make contact via email (because my phones no longer work)

I cannot make any phone calls, Email is the only way I can communicate with Cox, my family, friends or request emergency services like 911.

The RV park's internet service is maintained by Cox Communications, as It is a business router providing the residences here access to internet.

Please restore my ability to use my phone servies as I have been using until this recent blocking of port # 5960.

It is my understanding this is a "Restriction of Trade" and 1st Ammendment issue.

My access to the internet needs to be restored in full.

I expect this to be a top priority of Cox Communications as this issue is worthy of my filing a complaint to the FCC and local County Sheriff's office for interfering in whom I choose to do business with as a Resident.

Thanks for your time,

Brian

[protected]@sbcglobal.net

Please help me.

I have a property with 2 houses. One house already had COX. When the other house requested cable, they unhooked the house that already had it. This was explained to the operator during ordering. They unhooked it anyway. I wont even begin to tell how bad the service is at the other house. We had to get AT&T as a backup because my wife needs internet for work and cox is constantly down.