Cox Communications
Reviews and Complaints

Beware of Cox homeLife security. This security doesn't work and gives a false since of security. We paid 1, 300.00 for 6 security camera's that don't work most of the time and never record. Over 7 technicians have been out to my home and not one can fix my problems. The last technician that was out to install the new C.V.R. app. on our phones was to no avail. He said it was un fixable ! Cox has denied me a refund and wants me to continue paying them a monthly charge. I have been a policeman for over 35 years and this telling you all, this is system is totally trash !

Got up this morning to work from home on internet at 6 am. Found all Cox services to be down. Have called them 6 times only to be told no outage has been reported but maybe just not enough people have called in yet. Last spoke with someone indicating still no outages reported that it is probably an issue at the house. The earliest they can send a tech out is TOMORROW between 1-3. I do not get paid if I don't work. I have NO Cox services at all. No phone to call 911 in an emergency, no TV, no internet but all their techs are too busy to address an emergent problem until tomorrow. They don't pay for lost wages, told me to use my cell phone if I had an emergency. This is the.same company who won't let me cancel my home phone without raising my bill $50 because of the bundle deal and although the only phone calls I receive on it are unwanted telemarketing calls of some sort, I really really NEED a home phone to call emergency so they can locate me. What a fricking crock!

Terrible just terrible customer support down from the (courtney)loyalty department supervisor to the floor supervisor (Thomas) in the call center. Was told I was scheduled for a repair for an outage that would take two days for a tech to come out. Called back the day prior to confirm and found out the original representative did not schedule a work order at all. After numerous calls the only thing they could do was put "sooner" on my ticket in hopes of expediting the order. I am in Gainesville florida huge college town and somehow they cannot get anyone to fix anything for 3 days? And all they can offer is outage compensation of $25 per day of loss of service. All I wanted is a damn tech to come fix there faulty product. Horrible by far the worst customer service I have ever dealt with in any setting. 0 stars if I could rate it that low. Will be cancelling service with them asap!

This is ridiculous everytime you call nothing is resolved. Called to schedule a transfer of service because I was moving. They scheduled the wrong day, I call back to correct it. The customer service rep never puts it into the system. Call a 3rd time to resolve issue and they schedule for following day. Installers arrive and cox never created the correct work order, so I call again. Assume everything is resolved, nope cox hasn't put through the work order. Staring at an device needs to be activated screen for 45 minutes, so call again. They have no idea how long to resolve the issue to send a digital signal to allows internet and television. Such a monopoly over southern San Diego they dont care about customers time. Were stuck at their mercy of when they feel like doing there damn job correctly. Installers are great, corporate Cox cant do what's required!

I'm a current customer of your internet services. I recently had the service drop from the tap on the pole to my home entry point cut due to construction in my neighborhood. I called for a repair order and a technician arrived a few hours later. I was told by a contractor for Cox that he could only " temporarily" repair the service interruption because the contractor he works for didn't install the service drop.. um ?

August 14th
Approx. 11:40 a.m.

Driver of Van number 15 - 0 3 3 really needs to learn how to use turn signals especially in really bad weather like this.
One thing I cannot stand is when I'm driving behind someone I'm trying to get into a turn lane and then that person just can't decide whether they want to be in the lane there in now or the lane they THINK they want to go into, and then they want to abruptly change the Lane without using the proper turn signal.
I guess you guys can definitely afford the lawsuits over traffic accidents and the expenses in repairing or replacing a vehicle or worse yet, much more personal and important things that just aren't repairable and replaceable . Brother out here sucks so bad that it's almost impossible even see in front of you even if you're going at a slower speed than the speed limit posted and I've got to concentrate on making sure that I don't get hit by some foolish driver or run into him because he/she doesn't know how to use a turn signal?!
I've got the number of that van written down and the next time one of your guys or gals does a lane change of any sort without using a turn signal or any other completely foolish act, I'm going to pull them over myself and I'm going to give him a full piece of my mind and trust me I'm not scared to!
I have no reason to.
My apologies for coming off so abrupt.
But, this was really ignorant.
And thank you or allowing us to express our concerns...

August 13, 2018 around 10:00 a technician came to install my cable in the living room n the first bedroom. The technician said he had to run wires from the master bedroom to the first bedroom. So he did just that . Later he discovered that he couldn't put cable in the first bedroom only the livingroom, instead taken out the staples properly one by one he didn't there was staples on the floor still in the walls, 3 staples got stuck in the bottom of my feet, there some on the floor in the master bedroom and in the first bedroom and in the hallway. He didn't clean after his self in the first bedroom nor in the living room and i am submitting picture very upset. I am sending 10 pics .

I was caught up on my bill on 7/18 and then started having problemsbwith service last week. I Had no service in the bedrooms. My bill was $70 something and i tried to reboot and still could not restore services. I called back a few days later and the bill jumped to $198 something. At that time i was trying to fix my service and spoke to The first representative said i could be charged $10 a month for to have a techniician come out and then transferred to to someone else that said i could have a technician come out for $70 (flat rate). I then told them told it was okay, that i would figure it out and did. Today my service was turned off and the representative could nit explain how i was caught up on mt bill and then another bill was generated which was $70 something but my bill is now $198. He stated he will transfer to his manager and disconnected the call. I immediately called back and COX was closed

Worst experience in three years of being a customer . i get paid 22 dollars a hr i missed work all because the cancel and researched my appointment without them telling me. I called verizon and they said they can have someone comeout the next afternoon. i will be cancelling my service soon . I pissed when they only offered me a $20 credit after missing over $200 today from work

We have been with Cox for over 10 years. We are on Social Security only. Every time we call them to see what they can do about our rate they tell us they cannot do anything. I had to return equitment to help reduce our bill and keep Internet, but they are still over charging us at $130 a month just for 10Mbs of Internet. Which is rediculous. So we are going with AT&T, because Cox will not work with us. They suck.

I cancelled service with them because I was paying a premium for faster internet and it wasn't as fast as advertised. I was able to get faster service for less than half what I was paying from another provider. I turned in what I thought was all the equipment that I needed to. More than six months later I was trying to get a car loan and discovered an open collections account that originated with Cox cable. I owed some money on some equipment I did not return but I never got a bill from either Cox or the collections agency they sold the account to. I only discovered it when I applied for the loan. I called the number on my credit report, paid the bill in full and received a bill after I had called them. Now I have a mark on my credit report(now at 800) which is still affecting my loan status even tho is shows paid in full. This needs to be removed as I never was contacted about the amount owed.

I'd like to leave some feed back on mine and a friends recent experience with our Cox Location in Hutchinson KS, 1510 E 17th st.

Saturday my room mate went to sign up for internet and had scheduled a turn on date for today Wed Aug 1st. When no one arrived today she called up to corporate and found no records of any kind of service being started for her new home and had to go through the entire process again over the phone. This is really not a surprise as this store frequently advises customers that "wal mart is cheaper" and "signing up on line or by phone is faster and easier"

I've had 2 first hand experiences with this store, the first was to replace a modem that had been ruined by my dogs, This store's personnel flat out told me to goto wal mart to buy a modem. I asked about buying it there anyways to avoid another trip. Their reply was "well we are closing in the next 30 minutes, it really would be better for you to get this at walmart and then call our phone support to get it turned on "

The 2nd experience was when I went to sign up for new service. Again i was sent out of the store with literally nothing and was told to sign up via phone or use the website because "they have better deals and are cheaper" well sure! i will absolutely not sign up with your store since no one around here seems to want to help.

If we had any other provider in this area I would immediately switch as our local branch is completely worthless and continues to astonish me on the how much business they send out their door to wal mart and other electronic vendors. I'm not really sure why corporate would pay for these people to sit around and send business elsewhere but I really think they need a bit more oversight.

On Friday the 27th of July, my roommate and I went into the local cox store: in Tempe Marketplace
2040 E Rio Salado Pkwy Tempe AZ 85281. We were going in to purchase Preferred internet services for our new apartment in Mesa. We were previously with Century Link but our new home didn't support the internet speed we were looking for.
We talked to a representative named Diane. She was very nice/ friendly in demenour, and pointed us towards the Preferred 100mgs Internet. She informed us that to sign up the preferred package would be 89.99/m. She recommended the Preferred machage and Countour Flex TV bundle that would come or to 79.99 so of course we wanted that program.

When we received our first bill, it came out to around 90.56 which was over $10 in broadcast surcharges and taxes we were not informed about. I can understand them, but was not told anything about the charges. We were also informed that this was a 12 month promo but she did not make it clear that it was a contract with an exceptionally large early termination fee.

I called customer service to ask about the $90 bill today (7/31) and spoke to a man in the billing department (I cannot remember his name) who explained what exactly that broadcast surcharge but only after we had been signed up.

I called again this time directing my call to the "adding/disconnecting/moving services" department where I talked to Gladys. Again very nice and friendly. I called initially to see if we could possibly take the TV contour Flex service off our account and only pay the 59.99 for Internet. It was then that she informed me that we were contracted in, and could not end without a $250-$300 early termination fee. Which wouldn't make sense as it would be about the same ammount to keep the promo price for the year. HOWEVER she did not inform me that I have 30 days from activation to cancel services without the termination fee. But I hadn't seen that aspect on my bill when talking to her, even though she had all my account information. I just would have like to have been informed about the 30 day cancelation window.

So I read over my bill again after my conversation with Gladys and noticed peerages in two pages of my bill a line written: " you may cancel this Agreement or make changes to your Cox services without paying an early termination fee within 30 days from the start date of your Agreement or 7 days from the date of this bill statement, whichever is later. To cancel or change your services, call us at the number on this bill."

So I called the number on the bill and was connected to another woman, I believe her name was something like Yasmin, it was only after a long conversation with her where I was informed that I could cancel the contour tv flex aspect of our account, but the price for Preferred internet alone would chance to 89.99-I asked her why I couldn't get that same price of 59.99 for Internet and she told me it was because we were new customers. We gat a promo bundle when signing up. SHe informed me that the 59.99 Internet Preferred 100mgs package was a promo price for first time customers, and because I already used my ‘first time discount' (my words) on the bundle we couldn't change it, even though it's only been 4 days. I thanked her for the information and asked hypothetically if we wanted to cancel all services now would what would we have to pay. She informed me it would be a pro rated version of our 90.56 bill. I thanked her and hung up.

Here is my complaint:

My roommates and I felt like we were not given 100% of information at any time in our customer service endevours. Diane at the Tempe Market place location did NOT inform us that because we were new customers, we could get a promotional price on the Preferred Internet package of 100mgs. We did not want TV but because we were given the full pricing for new customers we jumped onto the bundle. And she also did not inform us on the early termination fee, and 30 day non fee cancelation window.

And again we were not informed by Gladys, that although we were contracted into the bundle, we had 30 days to cancel without a fee.

I am disappointed with the lies of omission within this company. Over all the actual demeanor and presentation of the employees are positive. They were nice and pleasant to talk to, however I can't help but feel two-faced and swindled. Even being pointed to read a disclaimer within the store would have been fine, but it all felt fake in retrospect.

I enjoy the quality of the Internet-but the pricing and information about the contractual obligations are disappointing. I am currently talking to my roommates about canceling and I believe will terminate our account within the 30 days. Unless we can transfer to ONLY Preferred internet for 59.99/m for the year.

Thank you for reading this complaint.

I hope his helps your company.

Lauren McKay
454 W Brown Rd 1025
Mesa AZ 85201

As we were walking in a Walmart location we were approached by an employee, he smelt of marijuana and when talking to us you could not help but notice his eyes were very low and red as if he was intoxicated. He was trying to talk us into the perks of fox over Verizon. We could not bare to sit and talk anymore before we walked away he handed us his card and we noticed his name, Michael Jordan, ironically. The only reason we remember is for obvious reasons but we were so disappointed we even dropped his card half way down the isle and just left the store entirely. The way cox has these people in these stores they should be also drug testing and doing frequent follow ups with them. He was working in the Newport news store but we frequent in most of the area and he has also been seen in Yorktown and Gloucester too.

I ordered internet on 07/21/18 to get installed today 07/30/18 from 10am to 12pm my Confirmation number is [protected] I called to ask for the installation time and they told me is for tomorrow my installation, how is the I have the receipt for today and they're computer has it for tomorrow I schedule today because is my only day off, I wait for a week to get installation on my day the I can be home .. I'm a new client and we are starting bad
Diana

We signed up for cable for about 6 or 7 months, and out of the blue we made a payment of 275.45 well for over a week cox kept saying they didn't receive the payment. Then they stole the payment I made and put it towards my dead wife's account that I was not even responsible for. And she has been dead now for over 10 years. And needless to say the sent me a, email saying that I was disconnected and leaving me, with a bill for over 500$ now and they have picked up there equipment also. So it is, illegal so this, has, happened to u . I want to start a class action law suit against cox. No telling how, many people they have done this, to.

In the month of July, I contacted Cox Communication 10 to 11 times regarding the lost of internet service. There have been 4 outages this month that are not factored into the the calls that I initiated about loss of service. I have had a service tech come work on the connections and had to replace the modem that had been replaced in April. This is the worst service ever, if this is indicative of the service that I will receive in the future, I need to start doing my research for another internet provider.

We purchased a new home in a new development and had cox cable and internet installed on May 30th. The technician that installed the cable and internet informed us that the fiber optic cable outside of the home will need to be buried underground and he could not do it because it was a separate work order and it would need a permit from the city to have the cable buried.
The technician informed us that he already scheduled an appointment through Cox to have the cable buried within a few days and we didn't have to do anything. Two weeks went by and the cable still wasn't buried. We called Cox tech support and they said the work order was already completed and the job was done when in fact it wasn't. All they could do was reschedule the appointment to get it buried. We rescheduled the appointment for the following week and even then, we had no updates or confirmation that a technician was on their way or a timeframe when they would be at our house.
We again called Cox tech support and again they showed that the job was already completed which in fact we had to let them know it was not. Again, all they could do was reschedule the appointment, at this time it was two weeks down the road. This was the third appointment we rescheduled and this time we received an email saying the technician is scheduled to be at our home between 8 am to 10 pm but still no one showed up.
We called the tech support the following day and asked what was going on and why our cable is still not buried. They could not give me an answer. I asked to talk to my manager in charge and even he (Randy B) could not provide me an answer and all he could do is reschedule the appointment. Randy B did inform me that if they don't do it on this 4th appointment, that it needs to be elevated. I told him why can't it be elevated now and he said they first need to figure out why the job is not getting done. I would think after 3 rescheduled appointments, they would have their *stuff together but Randy B provided no help.
It's now July 24th, almost 2 months since we had cable and internet installed and all I want is to get my fiber optic cable buried but no one from the Cox Communication team can seem to help me. What's more frustrating is that our neighbor who live literally right across the street from us moved in a couple weeks ago (July 5th) and they also had cable and internet installed. Their cable was buried just this past weekend. I spoke with the tech who buried our neighbor's cable and asked him why and how come we can't seem to get our line buried. He said he doesn't know and he couldn't do it because the work order was not assigned to him. Please! All I ask is for some support.

On May 29, 2018 Cox communication opened a work order for me #[protected] and this began the process to get the cable buried that was inadequately buried by Cox in 2017.
The work was going to be performed under the Cox contractor, Partners Landscape and Design Inc. on Saturday July 14th 2018. The contracting team arrived in a.m. and began digging the trench in my yard as well in my alley using a dittch-witch. Few hours later it appeared all work was done and the team left.
That evening I went to turn on the pool equipment and I had no power. So I went to the other side of the house to check the fuse box and that's what I saw a big trench in my yard from where the water had leaked from my irrigation pipes and made a ditch. I checked the fuse box, the breakers were not tripped so something was wrong. I sent a text to the contractor letting them know and I heard back from the contractor later Sunday. In the meantime on Sunday 2 Cox trucks were in my alley and I went out to talk with them. What I found out from the gentleman from Cox is that the workers from the day before had cut the feeder line for my neighborhood so nobody had cable in my neighborhood so they were replacing the feeder line. So now keeping track I have a damaged water pipe for my irrigation I have no power to my pool so and no power to my house alarm/smoke alarms. The contractor came on Monday fixed the water pipe on my irrigation system and showed me the issue with the power to my pool equipment. The steel pipe and the wires had been severed so I asked the worker if this was his expertise to fix it and he said he had done it before. Eduardo (contract co supervisor) tried to fix the wiring. He flipped the breaker and nothing worked so he said he had someone that could fix it and I said no I will call my electrician. In the meantime via text I asked Eduardo if he was a licensed electrician and he said no I am not. So if you're keeping up with me here again I have no house alarm hooked up I have no power to my pool. Note: I use my pool every day for medical reasons.
Tuesday my electrician came out assessed the situation and said he would send a team out on Wednesday to fix the situation. The team arrived on Wednesday established electrical to my pool equipment.
The last amount of work to be done is to have the pool equipment assessed to make sure that it hasn't been compromised, my pool equipment is less than one year old and that will be done on Tuesday, July 24, 2018.
I am very unhappy with the additional work that had to be done which caused all of these extra problems it should never have happened and I am very upset about it would like someone to talk with me and let me know how they're going to take care of this to make sure that this will not happen again.

I do believe compensation to me is in order for the stress the situation has caused me. I'm not happy.
Note: I have a number of photos of the damage in this situation,
Sincerely,
Pamela F. Love

I ordered Cox internet on June 25th so it would be set up and ready to go by the time I moved into my new home. It is now the 23 Rd of July and I still have no internet! Apparently they was a lock put on the pole due to the previous tenants standing and they have yet to take it off. I am ready to cancel my service and switch back to AT&T! With me being a new customer I would have thought that this would be a priority. Apparently I have mad a bad decision by switching. I have spent at least 5 hours on the phone trying to get this resolved but the date that it is to be fixed has changed several times. I'm beyond frustrated and am calling to get quotes from different places asap!