Cox Communications
Reviews and Complaints

I am very upset about service I have been receiving from Cox - or actually, "not receiving."

I have been a Cox customer for nearly 20 years. Acc #: [protected].
Currently service at 1813 Laurel Road, Oceanside, CA 92054, since 2010. Previous service:1755 Caudor Street, Encinitas, CA, 92024, from approx 1997 to 2010.

Am in the process of moving to a newly constructed house at 1748 Caudor St., Encinitas, 92024.

On Monday June 25, I made the first of 5 phone calls to date to order service at the new house. Each time I have been told that the order has to be reviewed by another department, and someone will call me after that review. I was told to expect a call back in "2 days, " then "7 days, " then "7-10 days", etc.

I have spent a total of two hours on the phone with various representatives during these 5 phone calls.

Still no service! Still no Call back!

Key info:
- 1748 Caudor St., Encinitas is a brand new house, build on a vacant lot, adjacent to my former home at 1755 Caudor St, where I had Cox service for many years.
- Cox service is available on a pole on private property 40 feet from the new house, the same source of service as my former residence at 1755 Caudor St
- 3 separate underground conduits have been run from the pole to the new house
- San Diego Gas and Electric has already run electrical service from the pole to the house
- there is separate dedicated underground conduit ready and waiting for Cox to use

What in the world is going on? What do i need to do differently to order service. I have already followed your procedure - 5 times, with no result to date!

I prefer to have Cox as my internet service provider, but will have to go with one of your competitors if Cox, for whatever reason, is not going to provide service.

Please help. Please escalate. Please do so promptly.

An increasingly frustrated customer,

Keith Kelly
[protected]

My address is 206 Botanic Gardens Dr. Las Vegas NV 89148.
I called to start services 12 days ago. I still dont have abything. I valled several times and spoje to so many employees. I was told that this address cannot have service becuase of an outside conduit that is clogged or damaged. A technician brought the equipment and left it in my house.
My number is [protected]

Hi, about two weeks ago I called Cox because my Internet speed was very slow. I would get a lot of interruption on skype, websites were slow to open. So I went on fast.com and measured my speed and found out it was way lower than the 330Mbps I was supposed to have. A technician came over (a very nice person, professional) at my house and moved my modem upstairs since my home office is upstairs.
The Internet is still very slow, I just tested the speed again and it is at 140Mbps. Also, the technician himself had a chance to see that I could not switch any longer from the two signals downstairs. So right now I am using the 2.4GHz the "farther frequency" but not the 5GHz the "faster frequency". I can switch them upstairs but not downstairs.
The day after the technician came to my house, I received a phone call from a supervisor who assured me that himself and two other supervisors would come over and fix the problem. Well, no one has followed up so far. I am still paying for a panoramic WiFi service but not getting the service right now.

Thank you
best
Rita Schneider

7/10/2018 - Order tv, phone and internet services. I wad told that everything was completed on my end and that the installation was scheduled for Friday, July 13.

7/12/2018 - I called to get an update to ensure that the installation was to occur. I wad told that the order was not complete. After a brief disvussion, I was told that when I placed the order, the Cox representative entered the wrong codes. After fixing the codes, I was told that the price was higher than the one they gave before. I requested to speak to manager. I left a recorded message and the manager suppose to call me within 24-48 hours counting only work days. The manager never called back.

7/12/2018 - On the same, I called back, I was lucky to talk to someone that fix all the codes in my order, and the installation was scheduled for
7/17/2018 between 3:00 - 5:00. I received emails reminding me of the appointment.

7/17/2018 - While waiting for the Cox technitian, I received a phone call to tell me that the technician was 40 minutes late. The technician showed up at 6:20 and told me that I needed to rescheduled because there wad no way to complete the installation at that time, and left.

7/13/2018 - After the technician left, I called Cox, and after talking and answering questions I was told that the installation was scheduled for 7/19/2018 between 8:00 - 10:00 am, and that someone was going to call on 7/18/2018 to ensure that e everything was in order for the installation. NO ONE CALLED.

7/19/2018 - At 9:00 am, I called and I was told that since the appointment was not confirmed there was not going to any installation. I requested to speak to a manager. The manger told me again that there were no appointments available until 7/24/2018. I requested information on how to submit a formal complaint to the company. The manager told that there was nothing like that at Cox.

If you order service from Cox good luck as they are very unreliable and every time I called, it was like beginning from scratch. Remember no phone number, web site or any form to file a complaint with Cox according to the last representative that I talked to.

ticket number: [protected].
tech support technicians are lack of knowledge and rude, they spun me around for almost 3 hours, passed me from one technician to another, and the last one just hang up and never called back. they are not able to even help me to log in to get my email for my business. I am not really happy with the support. they do not qualify for the jobs they are handling. cox services are bad.

1-I signed up with cox on Nov of 2017 for a bundle Internet, tv and telephone in a condition they must transfer my landline number from current provider, they never did until 5 months later and after I called every month.
2- Also my deal was no bill increase or concealed fees for one year long, that did not happen either the bill kept humping every month from 163 up 169 where they we promise you this is going to be the last adjustment, again they lied kept going up and down 186 to 196.
3- On May of 2018 I called to complain regarding the very slow internet service which suppose to be 300 mbps thst was down to 50 mbps, the agent offered to send a technician to diagnose the cause, then technician showed up and after diagnosing the problem he said the initial installation was bad and there was a loose cable or connection on the outside node.
later on they added a $10 monthly increase for cox customer care which I did not request in the first place, so I canceled the care plan however the next bill they charged me $75 dollars extra for sending their technician to fix their bad service, I called the customer service twice and they insisted that I must pay the $75 charge because I cancelled the care plan (which I did not request in the first place).

I signed of for cox May 10th via a chat it was confirmed that my bill would be $150 a month until I received my bill 5 days later and my bill was $183 Wow! So I immediately got on the phone went to the office and sent a letter. Eventually almost two months later it went to what they call an escalation team (big joke) and they put me on hold weeks saying they. were researching only to come back and say they could not find my transcript (how convenient) which would have proved my case. Now they only want to give me a one time refund of $20. The escalation guy was on some BS. I hope that they loose all their customers. I would not reccomend them to a enemy. Long story short I canceled my previous provider thinking they were better (not). Never think the grass is greener on the other side I am so over them

I contacted cox June 16th to have my services placed on seasonal hold due to me moving. I contacted Cox today to have services start at my new home effective Aug 1st. Long story short I ended up canceling after speaking with the 9th agent! I was hung up on 4 times! Told different information by every agent. Loyalty could not cancel me because I had a balance of $21.79. I paid that to cancel, talked with another loyalty agent named Will who did not do anything to keep me as a customer and canceled me on the spot after waiting on hold for 15 minutes. I'll probably never go back to Cox. Since I started services August of 2017 I've had nothing but problems and I was paying almost $200 a month.

Techs were supposed to install our cable on one of our tv..When they left I was surprised that the TV was unplugged and next thing we know was the back part of my tv had a burnt mark.. My cable is not even set up yet.I called and complain.. They did called me back saying that the techs noted and even took a pic. But they're saying that it was burnt even before they installed it. First of all, how come they said that they notified us but we don't even know about it. They left without saying anything about it. Then they're saying that's why they didn't install it bec. It was burnt, then how come they didn't plug it on the other hdmi port?and cable still not installed. I've been calling back and forth and I feel like this wasn't being addressed properly and it's frustrating..I've been in COX in Cali before but never had a problem like this in Arizona... Plus they left that day without even putting back the board to cover the attic.

I was in the middle of watching a show when suddenly our internet said there's an outage in our area. The storms were last night and we had no problem. Now our internet is out all night?! This is unacceptable. Y'all need to get your [censored] together or at least warn your client that RANDOM OUTAGES happen 2 or 3 times a month. This makes me want to switch companies. I'm not about to stay up all god damn night to watch some tv for some [censored] internet service that's constantly going out. Fix ya [censored].

Your Cox Cable Office 581 Telegraph Canyon Rd, Chula Vista, CA 91910
This office Is currently following a very shady/dishonest police, I walked in to make some changes to my account and spoke to a staff member Wendy Herrera, as I explained to her what I needed I would request that I be provided with me with a document that would clearly show me the changes, so we could make sure we had a clear understanding, she declined, I asked her to email me the document so I can see the account prior to any changes she declined, I asked he to sent it to my phone she decline, that was 7/5/2018. Today I check my account and she had made changes I had not authorized, I called your loyalty department and was told it should have never happen without proper authorization, every changed should be documented and a signature provided by the customer, I believe this police is dishonest in nature and maybe only implemented at this one office by your management staff. I have been a customer for over 15 years, I can not believe this is how you treat your customers, I will share my experience in social media with my fellow veterans and federal coworker.

V/r
Ismael Montiel

Please call me at [protected] after 11:30 AM today.

Your local area Cox Service area did not return my call

The Cox Cable company has a exposed cable running from a cable termination box to a Town House located in Windsor Locks, Ct
Fox Hollow Drive
Unit # 43
Windsor Locks, CT

I am a Cox user for many years ad my associated phone number is [protected]

The other day while out in my back yard (39 Fox Hollow Dive) I tripped and fell on your exposed cable At 80 years young I was very lucky not to seriously hurt myself.

I have been informed by the Vice President of our Townhouse association that this problem was reported back I 2017 and a work order was generated.

My questions is what are your plans to resolve this hazard as you are clearly open for legal action if someone gets injured and elects to file a complaint.

My e-mail is [protected]@cox.net and I am expecting a phone call to acknowledge this complaint an a follow on e-mail explain when this problem will be resolved.

Sincerely

Vernon E. Geckler
39 Fox Hollow Drive
Windsor locks CT.
[protected]

I've had Cox service for many years and for the last couple of months I lose service on the daily. I run my security cameras and my business laptop off your internet and constantly lose service. I've called and had numerous technicians in my home with all having something different to say and for them "problem fixed". Well that's not the case. I pay over $200 a month for service I am not getting. I called today to ask why I hadn't received a call from a manager or supervisor in which now been more than 2 weeks to get a my bill corrected due to no service. Well I had David from retention state there wasn't nothing he can do but send a senior tech to my home to check the problem and that they would not correct my bill. He suggested I just cancel my services because there is nothing he could do. I asked for a supervisor and waited for 20+ minutes for David to come on the phone and tell me the supervisor Sergio glanced at my account and would only issue $20 but refused to get on the phone. Service has been cancelled now. By far the worst experience I've ever had

Cox won't fix my defective cable modem. It has now destroyed 2 routers of mine and continues to be a problem. I had a 3rd party test Cox's cable modem and confirmed that it ends a power surge on the Ethernet upon reboot. This is very unusual, and determined its a defective modem. I poke to several Cox individuals, some want to help and some don't. But they have now refused additional trouble-shooting of their modem, and have cancelled my onsite tech to check out their modem... I went ahead and filed a complaint, but when I did a followup, it petty much meant nothing. And no action was done. (just a note appended to my account)... One agent gave me a credit on my account after hearing how bad the customer service has been, and decided to send out a tech to trouble-shoot my modem in my home. But they promptly reversed all this and said no such tech will come out, and no credits will be applied... Long story short: I still have a defective modem that is costing me a lot of money in destroying whatever I connect to it. And Cox refuses to look into it.

My husband originally set up our cable service over 30+ years ago. When we moved our service from our apartment to our home, I took over paying the bill, as he was losing his hearing, I was given the ability to make changes on the acct without him having to get involved. 2 years ago he passed away and I notified cox about his passing and thought everything was handled on the acct to put it in my name. I'd been paying the acct for the last 20 or so years, so I guess I expected better. To my surprise and immense irritation, they did nothing regarding the acct after advising them of his death. Now that I want to get rid of everything except internet, they decided, oh, we need to put some stupid paperwork through which should have been done when I first told them. I've never been a fan of cox, but this is beyond their normal incompetence. If I had another option for internet that wasn't worst, I'd have cancelled everything.

Their so called customer service routine when wanting to get rid of their services is to irritate, annoy, ask more and more stupid questions to wear you down, to get you off track, to attempt to lure you with more b.s. that lines their pockets and rips off your money. I was once told by a technician that my internet speed was lower than it was supposed to be and for a little more money, they could get it up too the speed that I was already paying for but not getting. Yeah...I don't think so.

I have just gotten back with Cox and very dissatisfied already. I was quoted $60.88 for monthly bill and now I am being told sorry no one told you but your 1st month bill is $152+. If I had not promise my kids internet services I swear I would cut it off. I don't feel the person on the phone care nothing about resolving my problems.
Very Disatified

I'm getting ready to move so I went out to the Cox store near my house to get the transfer ready. As I was out there the person name Brian Glenn had told me I have 1.5 year left on my homelife contract but i had remember that i only have half year left. I notice he wasn't as experienced so I ask him nicely to talk to his supervisor about the matter but he told me his supervisor could not help and I would have to call homelife myself. So after spending 30min there I went home and call homelife and waited about 1.5 hour on hold just for them to tell me that my contract will be up 20 Feb 2019 which is 7 months. So I went back to the store a couple days later to let them know that and instead of appalogizing they told me that's what they see on their computer at the time. A female that work there walk over and look into the monitor and showed him that he was looking into the wrong place and that's when I ask him why couldn't I have talk to the supervisor that day to further help me. The supervisor/Sammy heard the conversation, came over and told me that
( You've talk to homelife so everything is fix so what do you want now. Brian did nothing wrong, he was just giving you an estimated date and if you need a transfer then you have to call homelife) So I was getting an impression from Sammy that he doesn't want do service with me anymore. As I was walking out he said have a good day in a get out of here attitude. I've been going to that Cox store for the past 10 years and they have always been helpful and friendly.
The Cox store I was having problems with is located at
3000 SW 104th St #3, Oklahoma City, OK 73159

On 6/23/18 I called cox communications because I was unable to get a channel on my mini box that I had no problem getting on my main receiver. The technician I spoke with initially noted that my receiver was a little over 9 years old and suggested that we bring it in to the cox store and get a new receiver at no charge. I agreed and within minutes I get a message on my cell phone saying that there would be a $20.00 dollar charge for self installation. I was upset, #1 because I was told that there would be no charge and #2 because I am returning the old equipment and installing the new equipment myself! I called cox back and was going to cancel the change to the new receiver however, the second technician that I spoke with said that he would credit us the $20.00 dollar charge. We went to the store, picked up the new receiver and installed it. I followed the instructions, I have done this so no big deal, or so I thought. I complete the installation and am not getting a full screen and only half of the channels. I call tech support again. The technician tries to reboot the system and tells me there is something blocking her signal and will have to send a technician to my house. Then she proceeds to tell me that there MAY be a charge! At this point I am very upset and ask to speak with a manager. There was nothing wrong with my old receiver and now that I have the new one there is a problem. I wait patiently for a supervisor and explain the situation to him and also tell him that if they cannot send a technician with a guarantee of no charge, I will take all of my cox equipment to the cox store and cancel my service entirely and I said, "because I am done with this crap". The supervisor hung up on me. I did not swear at him, and I don't think that saying I am done with this crap warrants being hung up on. I called tech support back for a 3rd time and again asked for a supervisor. The technician, Joelle, was extremely nice and simply suggested that I unplug my tv to reboot the system. Amazingly, it worked. I had a full screen and all of my channels. I cannot tell you my level of frustration with this process. I have been a cox customer for 38 years. I was very much prepared to disconnect everything and cancel all of my services. Honestly, if I have any more issues, that is exactly what I will do.

Yesterday I called and spoke to a rep about setting up internet in my home. The rep was nice and provided me with a good package deal. I am in the process moving and needed my service installed this Saturday. The rep I spoke to said that it was no problem and scheduled me for Saturday between 11 and 3. I called back later that day and spoke with another rep that confined I was scheduled for Saturday and said I would also receive an email confirming that appointment. I got an email this morning saying I was scheduled for tomorrow. I called and spoke with a rep today and explained the situation. He transferred me to another Dept where I spoke with a technical support rep who told me that the earliest they could get me in was Monday. I explained to him that I could not wait until Monday because I work from home and rely on my internet connection to do so. He then transfer me back to customer service. I then explained the situation again and she told me that I could not even be scheduled until Tuesday! When I expressed my upset about this she laughed at me and rescheduled my appointment for Tuesday. I asked to speak with a supervisor. Her name is janaya. She told me that There was nothing that did be done. I explained to her that because of mistake that was made on Cox's end is now causing me to miss work. She did not seem to be concerned. She offered me a credit of $13. I am quite appalled by this as I am losing out on so much money because of the day's I would have to take off because two different reps gave me incorrect information. She flat out told me that "we are not in the business to give credit for inconvenience". That is just poor customer service. Now I am having to do a self install and I am 8 months pregnant. The behavior of Cox reps is unacceptable. They are rude and unwilling to help or make situations right. I am very dissatisfied and really regretting switching my service to Cox.

Our service was turned on in our new address in april. We have a regular box and a dvr box. From week one our tv's continued to freeze. We were told to trouble shoot ourselves and go to settings, then help, then restart. Then that takes a good 5-10 minutes. This continued to happen nearly every day and sometimes a few times a day. We called and a tech came out and was told to bring new equipment. Well with the hours gap of the appointment my baby couldn't take his regular nap, ok. Then I had to cancel all my errands for the day because the equipment brought didn't work and someone had to bring him more new equipment. After he got both tv's up and running he said "ok, you're good to go, bye." and away he went. Then once my husband came home he goes to watch his fifa recordings (which they don't reply like they sometimes do for the nba, nfl, nhl & mlb) and all recordings were gone! Nobody told us all our recordings would be gone. Nor when I called to complain and scheduled a tech to come out, nor did the tech tell me this could happen when he was here. So I called immediately to try to retrieve all our info. The box was reset (guess he thought that would work), or didn't work, so he scheduled a tech to come out for tomorrow to retrieve our recordings. Then I was transferred to someone else (she said her name was crystal) who not only said that she's not sure why I was transferred to her after retelling the entire story, again, but she acted as if my call was bothering her. She certainly didn't empathize with our situation even after I explained that these games aren't replayed, and that we pay extra for the soccer channels and the dvr. She also stated that a tech coming out can't do anything and there's nothing that can be done. I then had to demand a proper credit to the account since all our shows were gone, we pay extra for the dvr, extra for the extra channels, and extra for the sports channels. Only then did she say she will only credit the account $20! Which I truly found insulting considering how much we pay for a service that has never worked properly and now all the extras we paid for are gone! This is certainly bad business and how you lose customers. And cox gives us an extra "slap in the face" by having rude employees that treat us as if we are bothering them for calling to report extremely poor service! Then when we asked to speak to her supervisor she replied "I am the supervisor." then when I asked to verify that there's nobody she can allow me to speak to over her she replied "no!" I asked for a number I can call, she refused saying there is no number. Then when asked if I can speak to whom ever writes her check, she replied I cannot transfer you to that number. So I asked can I have the number and i'll call myself, her reply was "that phone don't accept calls!" this is all beyond unacceptable, and not how any customer should be treated. Each and every customer should feel like a valued customer and should be provided with professional, knowledgeable and kind customer service. It's bad enough that the service fails and the equipment fails, but then the customer service fails a customer!