Cox Communications
Reviews and Complaints

For the month of June and probably through most of the month of May My internet service has been so poor. I had considered that my lap top was infected with a virus because of the issues I was having trying to go on line and do anything. On 6/13/18 my brother had told me that he thinks that the internet has been completely cut off. He is unable to do anything on his phone, Netflix or Utube. I called the service number and and chatted with someone and we did trouble shooting until nearly midnight. The decision was finally made that I needed to make arrangements for a technician to come out and look at the line. I was at work and my brother was at home when Tech arrived the next day. I was then informed that they found no problem in the home and he had discovered that there was a ingress filter put on my line. The technician could not fix the issue for lack of internet. I called the cox service number and spoke to an employee that said she apologized, and her supervisor would not take my call. I was finally told after a lengthy hold that they were sending another Tech on the 6/16/18. When the tech came out he went through the home inspecting the lines and then went to the street then he was on the phone speaking with someone and he stated that there was a ingress (filter), then he had stated the he had never seen a situation like mine where someone had put an actual "Terminator" on my cable. I am very upset because this lack of communication and the cut off from services that I have paid for is absolutely ludicrous. Cox did not attempted to reach out to me. My account has always been current and paid in full.
Cox caused a huge disruption to my household. My little brother has less that 6 months to live and his only contact with the outside world is dependent on the internet. My brother also has 3 different implants in his chest that sends information to and cardiology monitoring centering via internet when he is unstable and needs to get help from medical personnel.
Cox cable has not communicated to me during the entire process. I am owed a credit for services I paid for and did not receive. One of the technicians kept recommending that I upgrade my internet. At this point it seems as that Cox is using a heavy had on customers with out cause. The ordeal that my brother was put through was not necessary. I still have no explanation as to what had occurred and why. I was considering the upgrade of internet before this event. I feel that Cox is taking advantage of customers and they avoid contact with me. I want an answer and a 60 day refund or credit for service paid but not given. I will take my complaint a lot further if this situation is not address.

I've been paying for services never installed for a year recently found out called cox Las Vegas no resolverme and this is fraud if you never installed my phone services but took my money and only want to pay me 2 months not how it works I pay for services you give me only like either credit or money back been loyal customer and u rather have me leave cox then pay me for services never installed when I realized informed cox and even had to send someone to actually connect phon line

My name is Angela Burton. I reside in Oklahoma City. My internet and phone service as been on the fritz for around 3 weeks. Already had a technician come out, did not fix it. 4 days later another person comes out but this guy doesn't even bring a ladder! I am very dissatisfied with Cox. The prices are to high. As much as I pay each month I expect better service.

I am a victim of domestic violence and I have a Protection from abuse in order I moved into a new home and I have a pending divorce I am writing this complaint to inform you of your employee at the Junction City KS Branch Mary Brantley- Smith is dating my husband and it has been brought to my attention that Mary has given my address to my husband.I feel Mary has violated my rights as a customer and I am very dissappointed. Cox being a fortune 500 company I figured will not allow these circumstances under policy and procedures but I guess I am wrong. I firmly advise that some consequences should be put in order for Mary Brantley-Smith, she should not get away with giving out customers information under the table.Its not good for your company and it's definitely not looking good that your employee Mary is sleeping with my husband. I hope that you have advised to this situation and consequences will be made to ensure my privacy and other customers. Thanks for your time

I would like to submit a formal complaint about an interaction i had with two of your employees, one is a rep name is Jordan badge# B37499 and a supervisor Brian badge#B31510, i feel very mistreated by this two individuals i am appall at the way the speak and disrespect customers, both employees do not! Deserve to work for Cox, they don't know what the meaning of customer service is!, They don't show any respect or any empathy for the customer!, i called to remain a cox customer but instead they disconnected my services and didn't care to keep me as a customer both employees where very disrespectful and rude! I feel very sad and annoyed that cox hires people like this, that instead of providing good customer service they mistreat customers and are very disreptful towards them. Please i hope Cox takes action into this matter, Thank you.!

My name is Eiolonda Farrier my phone number associated with my account is [protected] or [protected], I want to first start out by saying I like cox but the service here lately is horrible. I called to make arrangements in paying my bill which was is to be paid friday june 15th but when I called to make these arrangements the customer service associate was rude. I have been a faithful customer with cox going on 4 years but it has been a problem the last two months. my bill is running over $400.00 dollars each month this is absolutely crazy amount to pay on top of other obligations... i.e food, rent, lights, car payments, insurance. I ask the customer rep if there are other options in paying my bill she got rude again! I was so frustrated I just hung up. if I can get someone to contact me concerning my bill it would be greatly appreciated.

Hi my name is Cody . I've been a Cox Communication customer service for the past 6 years. I've always paid my bills on time. On May 20th my Wi-Fi modem went out. I contacted Cox Communication and let him know the problem. They said they send a check out to look at it and make sure it was bad. I was told it would not be no service charge on this due to equipment malfunction. I got my bill today and there was a $75 service charge for them coming out and changing the Wi-Fi modem out. To take informed us that the Wi-Fi modem was ours. Which came to a big shock to us because we have been paying a Wi-Fi modem rental fee for the last 6 years. So I contacted Cox Communications customer service about my bill and they said there was nothing they could do and there was a $75 charge and we had to pay it. Because we own the modem. When I asked him about the Wi-Fi modem fee charges that we've been paying for the last 6 years. They said we have not been paying them which I have bills that prove that we have. I have to speak to the floor manager on duty and she was no help. She said we have to pay the $75 service charge fee. So we can't do a little favor for a customer that's always paid his bill on time. So I either need to be reimbursed for the last 6 years paying a Wi-Fi modem fee charge or I'll take my service somewhere else. Sincere cody luper. A six-year-old customer to Cox Communication services. Thanks

This is the third time this week that my internet (thought not completely down) is degraded to the point that I can not do much with it (Like play a game).
First time, Internet kept dropping. Took about two hours to fix.
Second time, Internet just went out. Took yet another hour or so for it to come back.
Third time. Download speed is about half (which I can live with for a time) but the upload went to 0 or close enough as to not register on any of the speed test sites.
Outage started about 10:00 (funny how it started exactly on the hour) and their site says that it will take till 03:31pm to restore service.

It is getting to the point that my internet can not be trusted at all.
Lance

Called 5 times since saturday the 2nd of june finally got a tech out on friday the 8th. Diana was a very nice person, put the new cable in to tv's, got our tv's going but said there was something wrong with connector thing hooking the wires in the alley, would have to call some one out for a work order. I asked how long that would take and she didn't know because they were behind also. We still don't have good service digital box keeps going out which causes the tv to stop working. Called again and was told no one working till monday 11th. Hope this issue get's taken care of by then, if not I will call again, and probably receive the same answer's as before. We are willing to wait our turn, but it seems to me you didn't think things through very well to be having such terrible service problems just to switch from analog to digital. I think everyone in douglas az would be happy to have the analog back. I hope you take the time to give credit towards our bill for not providing the great service we are use to receiving from cox thank you very much for letting me voice my opinion ed verdugo and brenda maley

I live in Maderia Canyon in Henderson, Nevada. The internet here is beyond terrible, even at late hours of 12:00 - 2:00 the internet is slow and unbearable. Someone from Cox needs to come to the neighborhood to figure out what is wrong, and how to fix it. Everyone that I know in our neighborhood has bad internet. I have heard from a friend that there is a box somewhere in the neighborhood, that controls the speed of the internet and there is a part that is broken. There are many other internet providers, such as Century Link, and Frontier FIOS, but Cox is by far the worst. Cox needs to come to the neighborhood, fix what is wrong, and all will be alright.

Ive had a cox account for 10+ years. Today I called to find a way to lower my monthly bill as it increased significantly.
Customer services would not access my account as I didnt know my pin# and they said that the last 4 digits of f my socual security # that I provided was not what they had on file
I have bieber set up a pin with cox in 10 years and I never received a larger from cox stating that i need to establish a pin. And I know my social security number. I never would have given coc the wrong lady 4 digits.
I provided my phone # (and was calling from this phone), and offered to give detailed information on my back account & account # that pays the cox bills. but this wasnt sufficient.
I'm hearing that I have to take my time to go to a cox store to resolve this.
I asked to speak to a supervisor and was told the hold would be a while, up to 30 minutes
This is absurd, poor service.
Ive never dealt with such illogical procedures to access a financial account.
I'm considering closing my account over this
Please resolve this

I called at 2:54pm CST Saturday June 2, 2018, spoke for 36mins. Customer support Supervisor hung up on me. And main problem is they not gonna refund me for the service I unsubscribed for. There has been 75$ from last year April. Since previous offer expired after 1 yr, bill was $100. I paid 75$ before bill showed up in my account. Then immediately when bill showed up, after listening it was $100, I unsubscribed from the plan & changed to 63$. That day customer support told me that there will be refund of $75-$63. Im asking for this. They r rejecting There is $25 transaction in my bank history. I didn't got clarity on this from them. Leaving that I paid$75 before it showed up online, I can see there is slowness immediately & I remember calling you guys after change of plan for slowness issue.

The thing here is customer support refusing to refund amount $12 for the service which I'm no longer subscribed to. Plz take some action on this. Do Supervisor thinks I can't do anything or Change to other service bcoz Cox is Monopoly at my place?

My details:
NISHANT Kovuri
[protected]
SE Jayel Terrace, Bentonville, AR

I called a Mark from Cox Communication May 21, 2018. I asked to hook up an existing account (turned off in March, 2018) for my Son and I am going to pay via auto payment. It took me well over an hour to get this taken care of. It should of been a very simple transaction. I told Mark at least 5X's it is for Internet only. Mark said a technician still had to come out to my Sons address to hook it up, I kept telling him, I don't understand why since it was just turned off in March. It took Mark 5 tries to get my card to go thru-he kept saying it wasn't me, it was on their end. Obviously, I was getting really nervous repeating my card over and over again. I asked for a confirmation number or account # or something to verify the call. Mark said he doesn't have that and the whole account is set up with my Sons old account #. When I finally got to the automated voice to go over what I ordered, I stopped it because it was saying something about TV and phone, I got Mark again and he said, it's a boilerplate message and just say Yes to each question. So the Tech gets to my Sons house and said he is here to hook up Internet, TV and phone! My Son explained everything and the Tech was super accommodating and gave my Son the Cox number to straighten the whole mess out. Which he did in a matter of minutes. Wonder what my first bill is going to look like?🤬🤬

I put in a request for service almost 2 months ago..had a service date for the technician to come and install service..was supposed to be getting the$89.. bundle of cable and internet.. when the technician showed up he had a poor attitude towards my boyfriend.. and said that he could not do the work until our landlord signed agreement for a new line to be ran.Now we rescheduled had another repersentive come over and look at getting us a better package deal so we agreed to add the home phone with the understanding that our bill would be about$120 taxes and fees.. after our first bill came it was over$250!.. I have called and complained to customer service More than 5 times now and my bill is still not correct yet..it's now almost$500.. with late fees and taxes and I have paid $291 at the beginning of the month..not including another$200.. Last month.. I have also called about taking off the phone services from our account and keep getting the run around with it.. I'm going to be calling and complaining again tomorrow and I'm sure that again no one will be able to fix our billing issue and get the correct bundle pack price!.. cause believe me if I'm going to be paying over$200 a month for service then I would hope that I have premium channels or something like that.. but we don't!.. that is a bunch of crap!

We have been customers of Cox for 10 years plus, went to pay our bill and was told we owed over $800.00 when our bill is normally $160.00...said we got offered a package that was just for new customers not existing customers so due to the person that works for Cox making a mistake we have to pay for it! They made us pay over $600.00 before they would even attempt to help us, was transferred over 6 times, told it was our fault and we need to pay it. We had to pay the $600.00 in order to get any help and they said they would credit our bill or give us our money back, we didn't make the mistake but we have to pay for it like we did! This needs to be taken care of quickly and correctly by Cox!

As a near 30-year customer of Cox Communications, my MOM has been very happy with the service and support Cox has provided over the years. In fact, she really enjoys her current bundle package. Within the past few weeks, my MOM's bundle package expired resulting in a billing increase. Being home-bound and on a fixed income, every cent counts. On 5-21-18, 5-22-18, and again on 5-23-18, I contacted the Cox Communications "Loyalty" Department and neither agent, although very professional, was unable to assist in lowering my MOM's monthly bill. In fact, because of current promotions, any adjustments would only increase her monthly bill. As one may can imagine, this has becoming frustrating. All too well, I know about policies and the importance of adhering to them. Conversely, I know the value of maintaining customer relationships. I'm reaching out to you to see if someone can take an additional look at my MOM's situation/billing to see if the previous promotion can get re-applied or if my MOM qualifies for a Senior Citizen discount. Your attention and consideration to this matter will be much appreciated.

I started my journey to try and lower the price of my monthly bill of my internet about a month ago. I went into the store nearest me and spoke to a couple of employees who tried to help me lower my bill. I went in with a bill of a little over $100 hours for 300 speed internet and left paying $70 with the promise that my next bill would be about the same. Well a month later I get a bill and it states that I owe $117 and some change. I go and look at the bill and somehow I have a late statement as well as my regular bill which was about $90. So they must have charged me the wrong price in the store just to satisfy me and make me have a late charge. I then call today and spoke to a representative who advised me that I have something called contour for my app or tablet that I didn't even know about. I tell her I don't want this and the whole point of going in before my last promotion was even up was to try and lower my bill. I went down to 100 internet and my bill went up $30 it was ridiculous. Well she tells me that there is a promotion on there and that we can get the Contour taken off and my bill should go down to about $58 which sounded good to me. She then transferred me to someone who didn't even realize they were getting a transfer call. I explained to her the situation and she then informs me that the discount I was getting was for a bundle and that I had no other options to save money that I should just keep the Contour but she could save me about $2 hours for a modem discount. I specifically asked her if I would have to change modems in order to get this discount and she stated no. I was so upset that I just told her not to change anything and I was tired of being lied to and told different things and I disconnected the call. I then went ahead and pay $120 bill even though I think it's ridiculous that I should have had to pay that so that my internet wouldn't get interrupted. After I calm down for a minute I downloaded the Contour app to see what it was about and I couldn't get it to work. I went to the chat on my Cox app and ask for help. The agent sent me a link on how to work it and that was great I also asked about the modem discount since I had thought about it and $2 savings is better than nothing. I was informed that I would have to downgrade my modem in order to get this discount. Which I had specifically just asked not even 30 minutes ago. I am so tired of talking to 20 different people and getting 20 different stories I would just like to get decent internet at a decent price. I was also told to look into Cox Connect which apparently is internet for $10. This is something I should qualify for as my daughter gets free lunches at her school but then I am also don't qualify for it because I've had this internet in the last 90 days. I don't understand obviously I'm struggling and my daughter gets free lunches so I don't understand why I wouldn't qualify. I'm so frustrated with Cox right now I am tempted to just leave and go over to AT&T. Cheaper internet and I wouldn't have to deal with this BS. I have been a loyal customer with Cox for probably about 7 years now. I have changed addresses a couple of times and I've never had any problems I even had two accounts at one time one for me and one for my father. This is so crazy to me that I cannot get a straight answer from a representative and that everybody has a different story. Totally unacceptable Cox.

Client Acct Number [protected]
Cable was installed on April 26th, I specifically asked the technician if I needed to call about burying the cable that has now been sitting in our yard for 4 weeks. He said "no" he would take care of, when I called to check on May 17th, I was told that "no work ordered had been submitted". We were then scheduled for May 19th(Sat) by 3:30 pm no one had shown up, I called back and was told we had been rescheduled after June 1st. This is very unacceptable and inconvenient, having to move the cable every time we mow, we need landscaping done that is being held up as well. We would like this resolved ASAP. Thank you to Robin for trying to help us.

Cox introduced a "Regional Sports Surcharge", they claim to every account. They will not remove it, even though we were locked into a package price, saying "taxes and surcharges" are not covered by the package price protection. This surcharge increased from $8.00 per month to $13.60 with no explanation or rationale. Is it legal for them to use this loophole to charge even more to their constantly increasing prices?

I also just noticed a new "Broadcast Surcharge" that was added at some point without explanation.

On April 25, 2018 I called cox at [protected] to inquire what the cost would be to add a landline phone and TV cable service to my already existing cox internet service. I had previously disconnected my cox service after being a customer for 17 years. I was told by Javier that I could get all services below $100 not including taxes for the new client bundle TV essential package. I was I would not require any modem for my phone but it would work to just plug it into the wall access. Javier made an instillation appointment for Friday Aprils 27, 2018 between 8-10am and informed me there would be no instillation cost.

When attempting to connect my phone I received no dial tone and called cox again and spoke with Shaniqua in Tech Support whom informed me I do need a modem. I was also informed that my scheduled appt. was not for cable installation but for phone installation. Keep in mind I had been informed I didn't need this. I was transferred to Kourtney

Kourtney scheduled the phone instillation for 3-5 on Friday 27 April, 2018. I had already taken leave time for the initially scheduled appt. However, I had someone wait at my home and the phone instillation was completed. I was informed there was no availability for the cable to be installed at that time. Kourtney also stated that she needed to correct Javier's package and quoted me a different price and package which was higher. I had to explain everything all over and informed her the only reason I was getting a cable and phone was because of the offer initially presented to me. She got the price close and informed me the $70.00 service fee would be credited back to me as they had charged my account. Again, I had been informed this was free.

Kourtney assured me all was corrected and all was well and verified I had not signed up for any contract. I was told that my price would not increase if I called Cox before April 2019 to obtain another promotion. She also informed me she wasn't able to schedule the cable install until the phone install was completed and she would call me back late Friday to schedule this. I did not receive a call on my cell number which is what was provided for communication.

I spoke with Brianna whom again informed me there was no annotation in the system identifying what package Kourtney had provided and after explaining everything again she provided a package for $99.42 which was the Economy package. However, the call was not completed/disconnected and she never called me back. I called back and then spoke to Blake whom again informed me there was nothing in the system identifying what package and price I had JUST being provided so quoted me with taxes $111.81. I was told that I would be charged for instillation, therefore needed to pick up a cable box myself.

I went on vacation the following week, but upon my return I wasn't able to access my internet. I was prompted to activate my modem. I tried that 5 times and each time it wouldn't accept my provided input. Today (5/14/2018) I visited the Hampton Cox store to pick up my cable box and was told by Latoya that the ordered cable box was not compatible with the ordered service. She spoke with the store manager, Melissa whom informed me that because I didn't previously just have internet but some other unrequested tablet app I didn't qualify for a new customer bundle and couldn't be provided the initial essential package at the price provided as their system wouldn't allow it. She further informed me that if I had not had the tablet service on the internet package I would have qualified as a new customer. I forget the name of the service but it allowed cox to be played on a tablet is how it was explained to me. I didn't request this service, nor use this service and was completely unaware I was provided this service. Have I being paying for this?

I was provided a higher monthly fee by Melissa for another package. With each call I have requested to speak to a complaints department and each time was informed there is no such department.

I cancelled all cable service, but kept my phone and internet service (100). However, upon attempting to connect to the internet I was still being prompted to activate my modem which AGAIN it wouldn't allow. I called cox 4 times today in an attempt to resolve this. Initially, I wanted my account number so I could try and self activate and the lady insisted on forwarding me to the internet department and wasn't listening to a word I said. After becoming stern I was provided a 9 digit account number. Upon attempting to place 9 digits in the self activation menu it requested 12 digits so I had to call back. The second person I contacted hung up on me. The third time I called I spoke with Christian but upon transferring lost me. On my fourth call I spoke with Darian whom finally trouble shouted my problem with activating my modem properly. My modem had been working for a LONG time appropriate beforehand.

It shouldn't be this hard to get a quote, arrange and instillation date and be given accurate pricing and information. The time I have spent on trying to resolve this is ridiculous and to date I do not have service as no one could agree on what promotions I qualified for and what type of box was compatible. The above are not all of the names I spoke to, but realized promptly I needed to start documenting dates and names. In summary I was passed from one incompetent employee to another and each one apologized and insisted they had appropriately corrected the prior persons mistakes to my advantage. Each time the price changed or increased and each time after a lonnggg explanation of what I have been informed I was transferred to the loyalty department for resolution. It has been a total cluster ! This complaint is will be sent to BBB if it is not promptly resolved to my satisfaction!

I believe I should be provided the initial Essential starter promotion that I was quoted for the fee provided with free instillation as informed which was $99. sometime. With no contract and the option to reduce the fee again next April as informed with the free cable box instillation as informed. If I wasn't provided such a great deal I would have NEVER agreed to get cable!

Michelle DaBell
[protected]