Cox Communications
Reviews and Complaints

My name is Carol Griffin my father Raymond Williams is the original Cox customer. In December 2018 he missed a payment for the first time in over 20 years. He is elderly and last August diagnosed with cancer. Because he felt overhelmed with all of the things he's going through, I volunteered to help with bills and other things to make life easier. I initially spoke with a Cox representive on Jan. 4, 2019 about changing my dad's service to my name. I explained in speaking that I wanted to do this if I could be assurred that 1. He would not loose his home phone number, 2. That his service would not be disconnected, 3. That he would maintain the same tv bundle that he currently had. I was assured that all of those things would happen and it would not be a problem. So, I made the necessary changes, felt pleased that I was doing something to help my dad. Days later I got the first bombshell his services were completely disconnected. He not only lost his only form of entertainment his television, his phone and internet were also disconnected. Because his phone is connected to his alarm system he also lost the ability to call for help quickly in an emergency. I wish I could recall the number of Cox representatives I spoke to over a four or five day period (including supervisors) with no resolution. It seemed each person I spoke to was well train in offering reassurrances and apologies, but there seemed to be no connection between what I needed done and the follow through on the Cox side to make it happened. I live about 30 miles outside of Baton Rouge and after spending well over on hour on the phone I was finally connected to a supervisor who informed me after 3 days of searching for anwers that I needed to get a new motem and cable box for my dad (apparently the equipment he currently had was outdated) it took 3 days to get this information. It was a Friday after 3:00 PM, I had to dash to Baton Rouge to get my dad's old equipment before going to the Cox store to get the new. All before closing in Friday evening traffic. Mission accomplished! I got to my dad's house to connect the equipment. It all seemed simple enough, but of course there were problems. I called IT to get help. Again, I had wonderfully courteous service. When we continued to have problems connecting my IT support told me something had to be rebooted on his end and it would take about 30 minutes and he would recall me on my cell phone to continue. I waited an hour with no call back. All the while I'm seeing my emaciated father lying in his chair staring at a black television screen. I called back got another polite IT person who apologized profusely, but of course he was unable to get the phone, television or computer connected. By the time I left my dad's home around 8:30 that Friday night I was in such a state I found myself crying in pure frustration, exhaustion, anger at Cox and guilt for my part in this nightmarish situations.
Well, I did get techs to come out and get the tv connected and computer. His phone was reconnected and his original number returned. I absolutely was prepared to go to war if I was charged a service fee for the visit, but it never came to that and I thought okay, it was the worse experience I have ever had, but at long last (approximately 2 weeks) it was over.
Well not so fast. In February I got an email stating that my account was overdue. I called because I pay my bills usually the same day they come in because I have my personnel bills, my moms and now my dad ( my parents are divorced so I am literally taking care of three households. When I called I was informed that my bill was emailed to me that I would not get a paper bill in the mail (although I paid that way in February), but any way I paid by credit card. The next email was in March I called and attempted to pay by check. I not sure what happened, but a few days later I received an email alerting me that there had been a problem and the payment did not go through. So I immediately called spoke to someone and again gave my checking acct. routing number and account number paid the bill and was done. I got the thank you for your payment email which I wisely decided not to trash. I also noted that the money had been taken from my checking account. This was March 27 and 28. On April 7, I get a text message informing me that my cable service was being discontinued for lack of payment. I thought my God this cannot be happening again! However it was and it is! I called Saturday and spoke to someone in collections who tried to see what had taken place (I could hear her saying Sh** under her breath) as she tried to decipher what had taken place. Monday morning I called again with the information from my bank identifying the draft to Cox on March 28 still that was not enough, so I called my bank and my bank representative told me to call Cox again with her on the line so she could talk to the collection personnel . I did and my Chase bank representative gave him the numbers associated with the draft.
Guess what that still was not good enough. He did give me the email address to recdocs and so I emailed them the information. That was Monday. Yesterday was Tuesday and someone from Cox called my dad with the payment not received we're about to disconnect you threat. He called me in a panic because one he and he trained me to be fanatical about paying his bills on time and because he does not want to go through days with no television, telephone and computer.
The nightmare continues!
I am one step away from contacting the Better Business Bureau to lodge an official complaint against Cox. I am a half step away from cancelling my contract and signing with ATT Uverse or some other provider. My cable service in Gonzales, Louisiana is Eatel and I have never experienced ineptness from Eatel in 25 years like I have experienced with Cox in 4 short, but agonizing months.
I know this email is probably going to email heaven or hell, never to be heard from again, but writing this has been somewhat cathartic.
Carol Griffin
[protected]@eatel.net
Phone number associated with Cox Account [protected]
Best Number to reach me [protected]
Cox Account #[protected]
12731 Magnolia Chase Dr.
Baton Rouge, Louisiana 70810

March 18, 2019
Christopher Tucker
4917 SE 52ND Street
Oklahoma City, Ok 73159
Account Number 001 6110 [protected]
Account Number 001 611 [protected]

I didn't open up this account at 4913 SE 52nd Street Oklahoma City this is my neighbor address and they opened this account without my authorization or my knowledge. Account Number 001 611 [protected]! This bill was transferred to my address by cox communication and placed and billed to my address at 4917 SE 52nd Street. I have called cox numerous of times and even went into a cox store complaining about this issue only to get passed off like a baton getting transferred from one department to another. I was waiting on the phone 2 and 3 hours waiting for some kind of resolution on this matter. The customer service representative's where rude and mean they even hung up on me while trying to get my issue resolved. This has also been placed on my credit report for $128.00 after this has been reported to cox communication and turned into the Oklahoma City Police as fraud. I just purchased this house at 4913 SE 52nd Street 2yrs ago. The owner before me allowed his friend the next door neighbor at 4913 SE 52nd Street had given him access code to the garage to go into to the house while he went out of town or on vacation! I was told by another neighbor that the owner of the house before me had given him the garage code to the neighbor to have access to house. After all this confusion started with cox cable. I have spent out money burning gas going to police station and filing complaints and running to the cox store trying to get this issue resolved without any resolution! This bill has been placed on my credit report when it shouldn't have due to reporting it to cox as fraud. I am happy about how this very important matter has been handled. The customer service representative where very rude and mean and unprofessional. I started this September 11, 2018 and i cancelled service on October 18, 2018 at 4913 SE 5nd Street and at one point they said I owed over $800.00 which didn't make any sense when I only had cable service since September 11, 2018 and cancelled on the 18th of October. Now their a final bill for $343.30 which I believe is not accurate. Please make the wrong right this has been very confusing and stressful for me due to the next door neighbor committing Identity theft against me and cox wanting to hold me accountable and penalize me for someone else's wrong doing.

Account: #[protected]

Good afternoon. On dec 21, 2018 I canceled cox internet services and was told how to return the equipment. I was also informed at the time that once the box was received by cox I would receive a final billing. I returned the box, paid the next bill but continued to get invoices as if the service was not stopped by cox.

It is now march and I continue to get harassing phone calls and text (I call harassing because I don't even owe for this service) that my bill is unpaid even after numerous conversations. I have been a valued customer of cox communications for 30 years and would appreciate corporate showing me some respect and closing this account which I have been trying to get done since dec 21, 2018. Thank you for your assistance.

Chris klein
1112 lincoln green
Norman, ok 73072

This is a summary of everything I have been told by Cox regarding my Cox

Was told that I could get the top services for 179.00 which included installation.

12/27/18 Spoke with Linda who provided my pin # and reduced my bill to $140.00. Paid. Was also told that my services were downgraded on 12/18/18.

1/20/28 On line customer service with Raylene who said no adjustments to account and directed me to call 1-800-234-3993.

1/23/18 spoke with Bryan who said he'd read the notes and told me it was a campaign error and transferred me to Angel who rude. Said I now owed $395.43 and that 19.24 was due immediately. Paid $19.24

1/23/18 Spoke with Erica who confirmed it was a Campaign Error and transferred me to Mark Employee #99067 who told me my bill was $294 and that was the amount that was recurring. Told me to call back today which I did becauase it takes 5 business days to fix. He also confirmed it was a campaign error.

1/23/18 spoke with Anthony who states he is a supervisor and he confirmed I would only owe 179.66 and that it would take effect immediately and the remainder of the bill would be credited back to me.

1/30/18 Spoke with Jordan who transferred me to Hope, Employee B25868 to arrange payment arrangements. Paid $150 today and arrangements will be pay $168.79 on 2/18/19.

I think this is just shameful that you are charging a Senior Citizen for your mistake. Please correct my account immediately.

Maureen Pongyan

[protected]

On 1/3/2019 I went to the cox store in chula vista and requested to have a cox bundle installed at my home. At that time I also put in a request to have my current telephone number ported from att to cox. On 1/19/19 the bundle was installed except the telephone number was not transferred and I was assigned a temporary telephone number and was told not to close my att account until the old number was transferred to cox from att. I was told it would take no more than 5 days. On 1/19/19 I called customer service to make sure that the request for transfer was done. On 1/21/19 I spoke to customer service rep stacy who reverified all my info and resubmitted the request to att. I followed up on 1/28/19 and spoke to angelica who told me that the transfer would be done by midnight on 1/28/19. I followed up on 1/29/19 and spoke to sheila and she told me it wasn't done yet. On 1/30/19 I spoke to tom who told me the number had been transferred to cox and would be done on 1/31/19.in the meantime, my subscription to att is still active and I am paying $189.80 per month because your reps are telling me I can't close the att account until the number has been activated by cox. All these delays are not by my causing and I need to pay att $100 or more depending on when cox can do its thing. My name is elliot tung aand my cox account number is [protected] and I live at 401 windjammer circle, chula vista, ca. You can verify my claims by checking the records of this fiasco. I'm a very unhappy cox customer at this time.

At about 3:15pm in Peoria AZ one of your drivers almost hit me twice on lake pleasant parkway and west wing. He was running 70 in a 50 where he almost hit me the first time passing me because he drifted into my lane, blatantly ran through a red light and was doing well over the speed limit in a 40. Then also almost hit me coming to a stop sign. The pick up truck number was 43335.

Like many, I am looking to unplug from regular cable tv services and just go hulu. When I attempt online to solicit a quote for just the internet services (no check box in tv, phone or home security and automation; in fact each of these services is greyed out) I am quoted $99.99 for Cox Internet Ultimate service (300 MBPS down) and surprisingly it quotes the same price for their gigabit service. Since I have my own docsis 3.1 modem, the service quote does not include a monthly rental.

Of course like everything with Cox I had to contact a service rep rather then simply being able to change my service online. Annoying, but I was still hanging in there. Then comes the inevitable wheeling and dealing. I was firm, I just want the service that their website quoted. Under details the quote was crystal clear. It showed 12 months of service at $99.99 for gbps service. But they refused to honor the quoted price claiming the $99.99 price was a bundle price. But the quote was again quite clear. They flat refused.

The supervisor's name is Shadow and her id # is 39455. She said regardless of what the online system quoted, the best she could offer is $119.99 for the gbps service. That is flat out bait and switch.

Today on 01/24/2019, at approximately 0600 I was merging onto the i-17 south when a cox truck ck70333 sped to the right of me trying to pass me. He was not in an actual lane (he was in my merging lane) and he cut me off. He then flipped me off and proceeded to weave in and out of traffic. I was able to get the license plate number since I almost rear ended him as he cut me off.

These types of drivers cause accidents and are a liability the company (ies) they are employed by.

This is unacceptable behavior.

I recently purchased "upgraded" service including a new Panoramic modem/router. The Internet is NOT faster or more pervasive in the residence at all! In fact, it seems to cut off more often. I don't know if the modem/router is not functioning or if it needs to be in another room, but I don't need to be paying less for equally slow and more erratic internet. Jane E. Buikstra

I read that a local channel on my Cox subscription will be done tonight at 11:59. I signed up for Cox not that long ago and didn't know this kind of thing would happen! I expect a lower monthly bill. Each time I want to add something to my Cox, I have to pay for it! Now, you're taking away a channel that should be included in my bill. This is not how business it run! You need to be fair to your paying customers.

Chrislxr
Today at 20:20
Currently the internet charges for my account total at $109.98 per month. 100mb download speed, modem rental and unlimited data. The EXACT same service from Spectrum ( a few miles from my service address) the EXACT same services cost a total of $44.99. Next year when my introductory rate increases to the standard rates my charges will go up to $144.98 per month. A difference of $99.99 and TRIPLE the cost of the nearest competitor. Additionally, Cox requires a 2 year contract in order to receive the discount. Spectrum requires no contract, has no additional charges for modem rental and no additional charges for data caps. That is in no way providing service comparable to that provided by competitors. Data caps have been imposed merely as a means of increasing profit margins in an industry that currently exceeds even the most greedy of corporate excesses. I am requesting that I be provided with the contact information for the franchise authority in my area.
I intend to contact my senators and representatives in both federal and state governments and urge that cable and internet providers be regulated as public utilities. I intend to state my case to the franchise authority and request that the Cox franchise be revoked in favor of another provider. I am considering a lawsuit for price gouging. I have contacted Cox directly, and the response was "this is what you signed up for." You have finally acquired the enmity of an educated consumer. Fix it or face it. Your decision.

Two techs come by my unit, the first is so lazy to look for the coax cable already drilled through the hole of my unit that is there (but refused to do anything about it since there was no proper outlet). Second tech comes by and says that it's improperly wired and he can't wire it through the existing set up (but other units in the apartment complex with Cox have done so previously). Coupled with their comments about "slow" season and being able to reschedule for the next day being a complete fallacy, their customer service and attention to detail is an absolute joke and unforgivable. I have done business with Cox before and they were wonderful to work with but now when I try to do things on my own all they do is complain.

I agreed to a contract over the phone for tv, internet, and phone. I know exactly what they promised me. When I got the bill, they did not give me the contract rate... instead said I agreed to a much larger amount for a longer period of time. The claim to record the conversations, but would not use it to verify my agreement with the cox representative. I have paid the amount I agreed to every month! Now they claim I owe them 100s more and turned off my service.
Not trustworthy! I've spent many hours trying to resolve this with them.

Incident Dates: 11/24/2018 -- 11/25/2018
Customer Number: [protected] (Residential)

Resolution Requests: Upgrade to Platinum Bundle with Voice Premier @ $159.99 price point advertised, $500 pre-paid Visa gift card as advertised, formal apology.

Like the thousands of customers who saw the same Facebook promotion, I was ecstatic that there was a $159.99/month Cox Platinum Bundle with Voice Premier Bundle "Cyber Monday Upgrade" available. I logged into my cox.com account, and I saw the exact same offer, but the website wouldn't let me "upgrade." After chatting with an on-screen agent, I called customer service to add the bundle -- only to be transferred to the internet department (who had never heard of this), and finally to the loyalty department. In total, I spent about 30 minutes on hold just to find out that the Cyber Monday deal was for new customers only, even though the word, "Upgrade" is very prominently displayed on the face of the ad. Any rational consumer who ran across this advertisement would assume it was for existing customers. Nope.

The agent asked me, "Well, you already have a great value, why would you want to switch bundles?" to which I responded, "The platinum bundle includes DVR, and currently my household uses Netflix and Hulu ten times more than our cable because we can't record our shows, and the $500 gift card was a factor also." Needless to say, we got nowhere with this call -- just a bunch of apologies.

So I went back to the cox.com website and chatted with another on-screen agent, Eduardo, who was very kind and thorough in researching the promo as well as my account. He agreed with me (and I have screenshots of this) that this was a misleading advertisement and that he hopes Cox Loyalty will honor the mistake that the marketing department made. As I'd already spoken with Loyalty, I was skeptical in calling them back. So I took these matters up with Chris, the admin of the Facebook page in messenger. His responses indicated that he did not read my concern, he did not understand the problem, and that he wasn't interested in helping or advocating on my behalf. He just told me to call Loyalty but that, "we only give credits for service outages."

So, against my better judgement, I called Loyalty back. Vanessa was very empathetic and agreed that this advertisement was a bait-and-switch tactic used by Cox to get existing customers to shop. She did adequately apologize for the inconvenience, and was courteous enough to at least tell me what other bundles I qualified for and gave me a DVR quote (if the service wasn't $189 additional per month on top of my $139.99 that I currently pay, perhaps this review wouldn't be typed). She informed me that their computers are programmed to only allow for the promo to be applied on new accounts. That's fair, I used to work in customer service -- you're stuck executing what people way over your head have set in motion and dealing with the fallout.

This all took place over the course of a couple of hours, and I was exhausted and ready to get on with my Saturday. As it was a Cyber Monday promotion, I still had time to get this resolved. Fast-forward to today. I was thinking about who else I could speak with, because I wanted to give Cox an opportunity to resolve this issue in-house before going to corporate. The best match for me seemed to be the Retention Department. This was the worst idea I've had yet. The condescending guy on the phone told me various things along the lines of, "Well, if your screenshots are real, why don't you just go down to a Cox store and show them, " and "If you would have just clicked the ad, in the fine print, paragraph 18, you would have seen that it's a new customer promo." This guy works in the customer retention department!

First of all, I tried to send screenshots; Loyalty, Customer Service and the on-screen agents on cox.com cannot chat via email, fax, etc. and there is no option to attach files. I sent them to the FB page admin and they were ignored. Second of all, the Facebook advertisement doesn't have fine print and has "Upgrade today" written on it. Third of all, when I logged into my account, the same promo appears as the FB ad. Fourth of all, to even see the full terms and conditions, you have to be on the screen with the "accept terms and conditions" for the bundle -- so I never had access to the fine print!

So after two days of hassle with Cox representatives, I have not been compensated at all for any of my time, nor for being misled as an existing customer about a promo that I actually can't get. And it seems that the further up that I take this matter, the more that I am talked down to; this is absolutely not the customer service that I would expect with Cox or any company for that matter. Why are you demonizing me when there are thousands of upset customers on your Facebook page complaining about the same false advertisement? Cox as a company is turning a blind eye to illegal marketing tactics, and should be held to a standard in which they honor their promotions to existing customers.

Once this correspondence has been responded to, I will gladly attach all screenshots, call record and other relevant information.

After working an 18 hour shift I come home to find a cox truck parked in my drive. After reviewing CCTV footage he parked there to walk to a nearby restaurant. After being transferred I was told by a customer service representative she was going to transfer me to a department that could take my complaint. Instead she hung up on me after searching for a number to call with complaints and came up empty I get the feeling once again. My small amount of business is not worth their time. This is the same attitude I got when I was a customer.

I cancelled my cox services 7/2018 after being a loyal customer for over 14 years. I was given over $200 back stating I had over paid on my account. The next thing I know I get a collections notice for a bill not paid in 10/2018.

After investigating with cox I was told that the accounting department credited my account with a payment that was meant for another account. Then the error was found and I was billed. I never received a bill. I never moved or changed phone numbers. I did receive a computer generated voice message regarding me needing to call due to changes in my cox services. This was late August. I called the number provided and was told my account was closed and no bills due, everything looked good.

From 10/22 to 11/13 I have been working with the cox collections department on this. 2 requests were made to have this taken back from collections. This request was denied x2 I have close to perfect credit and have NEVER missed any bills- including with cox... for over 14 years. On my last call I was told that it was not accounting that credited the wrong account but a customer who paid it to my account instead of theirs and accounting found the error. This last call I was told bills were mailed to me. I never received any and was never told this on any other calls. I was told that there is nothing I can do and I cannot talk to those that review the requests. They work in the background and do not talk on the phone. I have no idea what each request truly said. I am appalled that a company would not work with a customer in excellent standing but treat them like this coincidently right after they cancelled service. Each person that answers the phone states they are all about customer service. As a company, clearly you are not. My CLOSED account will clearly document all of these issues. It is beyond my understanding how a company can make error after error and make it my issue to deal with and pay for.

I am being charged for equipment I no longer have the cox store on Rancho did not log the equipment and they are saying I need to go back nor did I receive a recipe by choice but I am on camera. Either the employee stole the equipment or they are not doing their job correctly with data entry now they are causing me money going down to their store on the other side of town

Your internet keeps dropping off every day now for nearly two years or more. I file several complaints on this issue and spoke to some guy named Michael in the corporate office I guess several times now and he indicated that I should change out my modem. I did that and it is still doing the same thing. It's not my modem but your crappy service that needs to be updated or fixed. Even my TV keeps losing signal and the picture keeps blurring up. You gonna tell me it's my TV! Fix your crappy service immediately.