Cox Communications
Reviews and Complaints

my friend and i went to a carson palmer autograph signing at the cox store at the tempe marketplace, we waited in line for3 hours. Once we got our autograph, we got back in line, but went to the very back of the line, allowing the other people to go in front of us, the man told us that we would get the autograph as the line went fast. As we entered the store in line, the cox woman who was running this, told us we could not get the autograph, that there was no time, even though we were told there was, by another employee, i think this was wrong, and shame on her. Now i know why you are losing customers, when you hire people like this to represent you. I don't know the womans name, but i do have a picture of her, as she is in the picture with me and carson palmer. I am hoping that someone from cox contacts me, at [protected], this is my work number. i have attached the photo of this woman, she is standing behind me

to whom it may concern,

i would like to file a complaints, the tech supports also reset my modem to end the chatting. smh

Rick T.End conversation

Info at 9:45, Nov 12:
Thank you for choosing to chat with us. An agent will be with you shortly.
Info at 9:46, Nov 12:
Welcome to Cox Live Chat Support! My name is Rick T. and it will be my pleasure to assist you.
Tony at 9:47, Nov 12:
hello
Rick T. at 9:48, Nov 12:
Hello, I hope you're having a good day! How may I assist you today?
Tony at 9:49, Nov 12:
well i got disconnected by the tech support
Rick T. at 9:49, Nov 12:
How can I help
Tony at 9:49, Nov 12:
my internet showing that the service interrupted x
Tony at 9:49, Nov 12:
he reset the modem on his end
Tony at 9:50, Nov 12:
and couldnt get back online with the person i was chatting with
Rick T. at 9:51, Nov 12:
I will gladly check on that for you. Let me access to your account to get more information.
Tony at 9:54, Nov 12:
?
Rick T. at 9:54, Nov 12:
For security purposes, please verify your account by providing me with the following information:

1. The 10-Digit Phone Number as it is listed on the account.

2. Your full name as it is listed on the account.

3. Your complete home address where the service is located.

4. The four-digit PIN number listed on the account.
Tony at 9:54, Nov 12:
[protected] tony tran 10627 W Sonora St 0324
Tony at 9:55, Nov 12:
[protected]
Tony at 9:57, Nov 12:
?
Rick T. at 9:58, Nov 12:
Thank you for all the information you have provided. Please wait a moment while I look up your account information.
Rick T. at 10:01, Nov 12:
I have verified that your modem has good signal levels.
Tony at 10:01, Nov 12:
so what does it mean that "Service Interrupted X"
Rick T. at 10:02, Nov 12:
Probably, the page has not refreshed the current status of your internet service
Tony at 10:03, Nov 12:
uhhhh it has been refresh
Tony at 10:03, Nov 12:
i logged off and log back in
Rick T. at 10:04, Nov 12:
Great! I am glad to hear that. If you have any difficulties in the future, feel free to contact us.
Rick T. at 10:04, Nov 12:
I'm glad we were able to resolve your issue today. I noticed you're not taking advantage of our Cox Homelife Service. With Cox Homelife, you can get 24/7 professional monitoring, plus view and control your whole home from anywhere with the Homelife mobile app. Our prices begin as low as $29.99 per month. Would you be interested in setting up a FREE consultation?
Tony at 10:04, Nov 12:
meaning it's refresh but it didnt change the service interrrupted x
Rick T. at 10:05, Nov 12:
let me verify the notes of our engineers here
Rick T. at 10:07, Nov 12:
I'm sorry. Cox's Internet tools Systems are under maintenance at the moment, We are working to fix this as soon as possible.

Please check back soon

Thanks for your patience.
Tony at 10:08, Nov 12:
how all the sudden the cox internet tools system are under maintenance
Rick T. at 10:09, Nov 12:
Some of them is in maintenance because they are updating information to accept information from the new modems docsis 3.1
Tony at 10:10, Nov 12:
okay what does that have to do with my modem
Rick T. at 10:10, Nov 12:
Your modem is good
Rick T. at 10:11, Nov 12:
I was meaning that the some of the feature of the internet tools are updating information (maintenance)
Tony at 10:11, Nov 12:
information tools from where
Rick T. at 10:12, Nov 12:
From COX website
Rick T. at 10:13, Nov 12:
Great! I am glad to hear that. If you have any difficulties in the future, feel free to contact us.
Rick T. at 10:13, Nov 12:
Have I completed all of your requests to your satisfaction?
Tony at 10:14, Nov 12:
so with that say i can look at the cox website matineence tools rite
Rick T. at 10:14, Nov 12:
Your modem is working good, that means that you should not have to do anything with it
Tony at 10:15, Nov 12:
okay so why is it saying service interuppted X
Rick T. at 10:17, Nov 12:
As I said previously, the internet tools system is in maintenance
Rick T. at 10:17, Nov 12:
that is the reason you see this there
Rick T. at 10:17, Nov 12:
However
Rick T. at 10:17, Nov 12:
Your internet service is working good
Tony at 10:19, Nov 12:
really, because it been like that for months. and i didnt have the time to bother
Tony at 10:20, Nov 12:
so your internet tools system is in maintenance for that long
Rick T. at 10:20, Nov 12:
this will be fixed in few hours during the day.
Tony at 10:21, Nov 12:
why didnt fixed 3 weeks ago or 1 weeks ago. all the sudden it going to be fix in a few hours during the day
Rick T. at 10:22, Nov 12:
Exactly.
Tony at 10:23, Nov 12:
how long is a couple hours
Rick T. at 10:24, Nov 12:
The engineers do not specific the time
Tony at 10:24, Nov 12:
engineers work on a sunday
Rick T. at 10:24, Nov 12:
Yes.
Tony at 10:25, Nov 12:
what is the number who's can provide better services

11/2/17 - today I was told I will not have e-mail service for up to 3 days. And, it is a Cox issue. This is fraudulent! I've paid for service I am not receiving. I can't NOT pay my bill until its fix, you would turn off my service. I have no words for the lack of consistent service provided by Cox as a 17 year customer. Come on Cox, you can do better!

Disappointed customer, AGAIN...

I agreed to a promotion for a triple bundle for 24 months as a new customer at Cox. The pricing stayed the same for the first 12 months, but I've now been hit with an additional $30 per month added to the product price for the second year of the agreement. I was told by three Cox customer service representatives that this is automatic in all of their promotions, although not revealed in their written promotion details or contracts. I have spent hours pouring over every contract and agreement online and on my bills and communications with Cox and they are correct that it is not written anywhere. What good is a promotion that says $89.99 per month for 24 months with 2 year agreement? I was told today that the price didn't go up. The discount went down. Huh?

Doesn't this sound illegal? What is my recourse? How come they are still in business? Verizon did not do this.

We have nothing but horrible serive since being with Cox. They make so you cannot contact anyone but there worthless customer service department. We have had 4 service calls and no one can fix it. On one of the calls we where told by the technician that he was going to his truck to do paper work and he will be back. He canceled the work order and left notes on the work order said we kicked him out. Had a service call today and they canceled it. Now we have sit home tomorrow waiting for them. I asked to talked to a manager and they tell you we will send them email but they dont have to call you. Cox is the only service provider here. I guess that means you can treat us like crap because we have no where to go. You dont care about your customers!

Good morning. On 10/25/2017 in Fayetteville, Arkansas @ 6:45AM one of your COX trucks # 70078 that resides at 201 Napier in Greenland, AR caused an accident on I49 North bound due to negligent driving from your driver. Your drivers negligence and erratic driving from not paying attention to stopped traffic ahead of him resulted in me hitting another motorist. Your COX truck left the scene of an accident that he created. A police report has been filed #[protected]. I also have dash cam video of this incident. I would like to speak with a local representative and file an official complaint due to this incident. I can be reached at [protected] - Joe Foster

I was told that I would have someone come out and fix my touch screen to my alarm system because it will not respond to touch and I cannot control it unless I have my cell phone. The support technician was not able to successfully reset my touchscreen over the phone, she mentioned something about broadband. But anyway, I was told on the day that I informed COX of this, that she will have someone out on 10/23/2017 between 8 and 9 AM. That was last week. I received a voicemail on 10/22/17 at 6:04pm stating that someone will be out between 5 to 7 PM on 10/23/17. At first thought, I was like “Who in the world comes to someone’s house when it is dark outside”. But I looked it up online and saw that Cox has an option that you can set up an appointment between 5 and 7 PM. So I thought somebody must have legit thought that was a good idea. I get up at 5 PM for work anyway so that was no problem. It’s now 10/23/17 and at 4:27pm, I received a call from the technician himself stating that he was on his way from a town 15 to 20 minutes from me and that he would be here in a few minutes. I had my alarms set for 4:30 pm anyway. So, I got up and got ready because I was still asleep from working a 12 hour shift, you know saving lives and stuff. Then at 5:06pm, I received a call from a Cox 1-800 number stating that she sent her technician to someone else “who had a 3 to 5pm ‘installation appointment’.” I was like “so does that mean one customer is more important than the other” and she stated, “no, it’s just that the other customer had a 3 to 5 PM appointment and yours is 5 to 7 PM”. So she stated that he would not be to my home until after 7 PM because they had some callouts. After 7PM?!? Really? I am an ER/Trauma nurse and if I told my patients/customers that I could not help them with their ailment because we are shortstaffed, I would not have a job. It is not my fault that you are shortstaffed you do what you have to do to service people in a timely manner. It comes with the job so if something happens, then you have to work extra hard to make up for it. When we are shortstaffed, then I’m just going to have to work extra hard to make should I see everyone assigned to me in a timely manner, and help others as well, that is what I signed up for ! I’m tired afterwards but at least I know I did my job! I’m 25 now, I had this concept down pact when I was 16 working in a daycare. Why is good customer service so hard to get?

Today is 10/23/2017, this morning when staff members of your company came on to the property 2140 Vegas Dr, 89106 at about 10am, I (the manager of the property) happened to be in the restroom at the time that they arrived to my office door. I then heard loud banging from the inside of my office and as I came out of the restroom, there was a short Hispanic man and a very tall black man yanking on my office doors. (They were obviously locked since I was in the restroom and am the only person on sight) They were both rude, but the Hispanic man was extremely rude! I told them that the doors were locked since I was away from my desk, and they didn't need to be yanking on my office doors like that. The Hispanic man then commented with a sarcastic tone "sorry, we didn't mean to hurt your precious ears".
As they continued to do whatever work they had came out here for, they were very loud and seemed to be playing around as if they were children. They appeared to be joking around more than doing their job and moving on. please do not send these two back to our property! They were rude and disruptive.

We have been loyal cox customers for 30+years. We had a hard line telephone for most of that, it was $10/month with no extras. Our house flooded this last year and our hard line was not re-established. Instead cox guys say can not have a hard line now, need a box. So I have been paying apparently $35/month since then and did not know this. I have not even had the box hooked up, it has been in a drawer. The only reason I want a hard line is in the event of a major earthquake or other outage. An outage could easily last for 30 days or more, so I DO NOT WANT A BOX. I just want my dial phone. I turned in my box at the local San Clemente office last Thursday and was told I do not get a refund. The young man behind the counter, Adam, had a very poor communication style bordering on rude. He said I have to pay the $35/month or lose my phone number and that is just the way it is. This seems like coercion! Before the flood it was $10, I have a disaster and now charged $35. Makes NO sense. If cox can not give me a simple hard line I will request ATT to do that. It seems sad that I must leave Cox because of this minor detail.

After many years of using the overpriced service. I cancelled when I sold my home and did my best to settle my bill. I thought I did so several months ago; I had a problem with a returned check from the move.. and was told it was cleared up after submitting a dispute; I asked for email verification- lady said it was ok and she couldn't do that anyways... Turns out it was not clear. Again. Now the automated system says I owe $100 that the agent who seemingly purposely wasted 30min of my time on phone did not resolve. He lied about my previous phone calls with agents saying I agreed to pay the $25 returned check fee. That was from a phone call I received saying everything was settled two months later. Now they cannot say what automated system think I owe 100 for and that scares me. Neither will they submit my complaint or have the "back office" contact me. They will waste your time with this back and forth. Many lies and no resolution when you are trying to do the right thing.

I have been a Cox Customer for 15 years but after this weekend I am not sure if I can Continue my service with Cox. On Friday October 20, I returned my Cox DVR to the Cox store in Topeka Kansas to a representative named ZAY. I had already received a replacement box in the mail. I set it up and it was working fine when I left the house Saturday morning to return the DVR. When I got to the store I told Zay I was returning the DVR. He intern turned off all my cable boxes at my house. When he had told me what he had done he said he reset it and everything was working fine. I asked him twice before I left the store if everything was working At my house. He told me three times yes everything was working. When I got home from work Friday evening I found that indeed none of the boxes I had were working and Had no Cable. I spent over two hours with two customer service reps trying to get my cable back on but to no effect. I was told the earliest a tech to come out would be Sunday the 22nd. On Saturday, October 21 I made three attempts to contact someone at the Cox store in Topeka. No one to this day has taken the time to contact me. A customer service tech came out Sunday and Replaced my cable box. When I asked what was wrong he couldn't tell me or wouldn't tell me. My complaint is valid and I'm really upset with the fact that the Cox store in Topeka never took the time or the courtesy to call me back about my problem. It's my believe that when ZAY turned off my cable he knew that I could not be re-connected or turn back on. I have an offer to go with AT&T was 200 channels telephone and Internet service for $74 a month for two years. I am seriously considering that offer. If this is the way your stores treat cops customers, it's time for a change. This is not the first time I've had an issue with Cox service but I can promise you this will be the last time. I want to know what you can do about this. I know that losing one customer will not hurt your company but I can tell you I will spread the word about your poor service and alert Cox and perspective Cox customers. You seem to have a monopoly in Topeka Kansas and basically have no competition. Is this the way you treat customers? I would like to be contacted about this and explain more in detail. Thank you.

1) Was not sold as 3 year contract would never have signed it
2) Was not told it couldn't be changed out as a bundle offer
3) Didn't ever want it - was told it was a $3/mth add on to the cable and internet we wanted
4) when I called in to change it to phone (having also explained that it only worked for a month and then they were going to charge to fix it) they said we couldn't swap it out as it was a 3 year contract
5) I found the contract it is 2 years
6) The attitudes of the sales rep and the customer service reps are deplorable. ie. the customer service phone homelife team not trying to help or solve the issue just saying you signed a contract live with it and the sales rep won't return calls.

Very unhappy cox customer.

Not to mention the number of internet service outages we experience is off the charts. I have logged them all and the low speeds. Totally unsatisfactory.

On 14 Oct 2017 I waited for a scheduled [protected] first time internet connection to my residence. When no one showed or called by 1100 I called the office which I had visited on 11 Oct to set up the installation with solutions specialist Charles Fowler. After not receiving a call back I drove the 20 miles to the office and contacted another specialist, Haley Davidson, who after accessing my information, informed me my installation was cancelled by the back office; that I needed to present 2 picture ID's; and pay $75 before the installation would be rescheduled. I reluctantly complied. No call from whoever cancelled the scheduled installation, my Saturday was spent waiting almost 6hrs for someone who was not coming and then making a 40 mile round trip to correct a problem not of my making. My name is Kevin Andersen, the only number Cox has provided me is the new work order, [protected]. My address is 6021 Skyview Circle N. Van Buren, AR. My initial response was to contact the Better Business Bureau but I'll give this a try first. Thank you.

Acct # [removed]
Acct Holder: [removed]
Phone: [removed]

I am writing in regards to my recent installation on 10/13/17. I ordered the Gold Bundle online with the ultimate internet speed option. I chose the telephone and internet (no wifi) modem. At the time of the install the tech informed me that this modem could not support the internet speed I selected. I am not sure why I would be allowed to select this option at the time I placed the order without receiving a prompt informing that this did not support my internet selection. Please see attached screen shot to show the modem selection screen. As you can see, there is nothing informing that the modem would not work. The tech informed me that I could purchase a modem that supports the speed I selected for $180 through Cox or I could use the $9.99/month panoramic wifi modem. I already had my own router because it offers better wifi range than the one Cox offers. Because of this I had to go out and purchase my own modem and return the one that the tech allowed me to temporarily use. (he informed that I would have to return it or would be charged the $9.99/month).
I find it to be inconvenient and unacceptable that I was not informed at the time of order placement that the modem I selected does not support the internet speed I selected.. In fact, I do not even think you should be allowed to select the two options together. This caused me to have to spend either $180 on your modem or go out and purchase my own which was $97.99 - a charge I was not anticipating. I will say that the technician I had was great and quite helpful but I am disappointed with the other aspects of my experience with Cox. I now have such a bad taste in my mouth because of this experience that I am not even sure I would like to continue my service.

At least once a week I have to reset my wifi because it drops the signal down to 5- 6 mb download speed when I am paying for 100 mb download speed. I contacted tec support and said that I would be charged 75.00 for a person to bring out and swap to a new unit. The person that I talked to on the phone said that they did see a signal issue on there end. Why should I have to pay for a defective piece of equipment. If you got a defective tire put on you car it would be replaced for free. I been having nothing but problems with cox cable. 2 months ago I got double billed, befor that I had another wifi that was only putting out 10-15 mb when at that time I was paying for 50mb download speed. I am now paying for a 100 mb wifi that is defective. I'm on a limited income and can not afford any more. I'm already paying about 155.00 a month for what I have. This whole service has been a pain in the butt and i'm thinking of getting comcast> maybe they wont screw with me. Please have it replaced at no charge since its your defect problem not mine.

Cox has failed to deliver the bandwidth of 150mbps download speed to us for 4 years. Initially, my fiancé thought she was having issues 4 years ago with her RoKu until I investigated the issue. I tested the speed to the modem and have not received near what we have been paying for all these years. Our download speed is less than 20 and our upload is no more than 1mbps.

I was told by cox that it’s my modem but as an I.T. professional I know that the Docsis 3.0 is rated for higher than the bandwidth that cox should be providing of 150mbps to us. I know this because I’ve used that modem on cox network at a previous residence and it was well beyond what I was paying for. This is not the case.

We were told on the phone by a cox rep (Daniel Jones) that since we have not received the service that cox would be cutting us a check for $960.00 for the years service and apologized. Verified our home address and said it would be in the mail so expect it in 2-5 days.

We have had cox contractors come out, the first contractor ran new RG6 line over 150 feet to the cox box outside in our neighbors backyard. He installed all new hardware on the house and grounded it to the electrical box. Still not receiving even close to the bandwidth we have paid for. A second contractors came out and told us that the RG6 line is hooked up to the wrong box. He found the correct box and ran new line.

We have not been treated well this whole time by cox and they are forcing us to pay for something we have never received. They told my fiancé that she should have called if there was a problem. She doesn’t understand IT like I do and she would have never known that she wasn’t getting what she paid for.

What business tells a customer that they understand their mistake and tells you they will make it right and then take it all back and say tough luck.

We were promised free internet from Cox by our apartment complex. See attached photo. Apartment came with pre installed router we were told all we had to do was call Cox and set it up. We recieved a bill in the mail due less than 30 days after it was set up for $115. When we were promised it would be $70 But that is beside the main issue that it was supposed to be free the first month. Called myself 5 Times this Morning and was given horrible customer Service. Placed on long holds, not willing to understand the issue. Was told to speak to apartment complex about bill, did do as told and apartment referred us back to Cox Because the bill is coming from the company not them.

I would like to complain about an online support agent whose name is Craig with Cox on about 7:20 PM(EST) Oct 7. I have a billing question due to wrong info given by a previous agent who said my previously paid bill already covered till my cancellation date. But I checked on Oct 7 and find out my card was charged again. So I intended to double check through online chatting. Then the agent named Craig was online, he didn't look into my issues at all, not answer my questions properly, in fact, he gave me even more misleading information. When I asked him to give me a representatives number so I can get a clearer answer, he just rudely shut down the chat window. Thus, I wasn't able to get a screenshot of our conversation. Despite that later I was able to chat with a better agent who solves my issues. I'm not satisfied with the attitude coming from the agent whose name is Craig, as he not only gave the wrong information, he attitude and the way he handles things lacks professionalism.

I recently received an email from COX stating that "Your Cox High Speed Internet service currently includes a data plan of 1 TB (1, 024 GB). Beginning 10/05/2017, if you exceed your monthly data plan we will automatically provide additional blocks of data for $10 per 50 gigabytes (GB), as needed." I think that this business behavior is absolutely unacceptable as COX has put in no effort to increase their internet speeds or provide any improvements to their normal services or pricing. The customer is simply being billed more without any true justification for doing so. For a company to not commit themselves legally to support Net Neutrality, improve their internet speeds, or lower their prices and to then charge a $10 per 50 GB is quite frankly insulting. I hereby voice my complaint of COX trying to further take advantage of their customers and squeeze every last cent out of them. If they were not the only internet provider in my region I would quit their service immediately. This blatant price raising and disrespect for their customers has to come to an end.

Needed the router moved for my new job working from home. On the scheduled date, my wife and I sat diligently by the front door waiting through the scheduled time. No show. I called and the dispatcher flat lied and stated that the service rep stopped and rang the bell and no one was home. I stated that was impossible since we were parked a few feet from the front door during the scheduled time and we have dogs that bark if someone walks on the front porch. No one came! Dispatcher stated the color of my house and shutters as proof. Anyone can roll by write down a description and drive in because they are behind schedule and my service was time consuming. They refused to revisit and scheduled five days later. The so called supervisor was useless, insulting, and a liar as well. Given the complaint pattern, these problems are well practiced. Cox charges a ton and just does not deliver.