Cox Communications
Reviews and Complaints

We switched our cable and internet over to cox from direct Tv when we moved into our new house over 7 weeks ago. We've put in a request multiple times for someone to come back out and bury the cable line in our back yard. My daughters birthday party is Saturday and she will be having a 16 foot blow up water slide and we still have no idea when it's supposed to get buried! We spend ALOT of money monthly for our service and we're happy as far as the service goes, but if the line is not buried by Saturday we will be switching back to Direct TV!

As of next year I have been a Cox user for 30 years. That seems like a long time and with the fact that Cox sends me Thousands of Dollars worth of Promotional Advertising/per year for my family to use the service (check your records)! I pay a considerable amount on a monthly basis for 2 homes, Cox has the gaul to increase my fee's with NO notice to the tune of 20% and my service is not that great. I have to call on frequent basis for them to clear my local cache as the system grinds to a halt! So, you can imagine I've had enough-called Customer Service to return my fees to my previous monthly cost-you can figure how that went. And really the CS guy could really give a hoot if you lose one more long term user! Maybe you can treat other long-term customers in this manner and AT&T will get even bigger.

First off I would like to say my wife and I have been loyal Cox Cable customers for 8 years now in the Tulsa Oklahoma area. We have Ultimate Internet with Cox and get decent speeds when the internet is working properly. Cox has started using internet data caps which is very lame from home service.

What really sucks is they are not treating all customers fairly. We have the top end internet package offered in are area. Well you think the top end package custom would be treated with more perks NOPE every customer gets 1TB of data. You maybe think 1TB of data that's a lot, Well for a gamer and person who has security cameras and streams this is not a lot of data. Some PC games average about 60GB to download. So downloading a few PC games and doing basic stuff quickly eats data.

My biggest complaint about this new change is they don't offer more for the top end internet package. Why give all customers 1TB when they pay less. I think the lower end packages should get 500gbs of data and the higher end ones almost 2tb this would off set the bandwidth on the network or force others to pay more to get more.

When I complained to Cox on the phone I told the rep ill just Switch to at&t yeah ill get slower speeds but at least I can download what I want. He said well they throttle you after x amount of data. OK well I'm fine with that why doesn't Cox throttle then? He didn't have anything to say about that.

Cox cable is the only internet service that I know of charging data overages. The main reason they started this was because so many people canceled tv service for streaming and now they want to make up for that. Not a good way to treat your loyal customers. I'm not going to pay a extra $50 per month to get unlimited data. The plans need to be reevaluating no reason the top high costing internet package should get the same amount of data as the basic package.

My Home Life Security System stopped working in September 2016. A repair technician was scheduled to do a repair but had to be cancelled because of a work obligation I had. I'm on the road working on average 340 days of each year. I told Home Life Customer Service I would re-schedule a repair once I returned home permanently. Until then my service was to be temporarily frozen since it was triggering false alarms and signals couldn't be sent to or received from the device in my home. Over the past twelve months two other attempts to reschedule a repair visit were scheduled but again had to be cancelled because of my job. My home security system service should have continued to be on temporary hold until fixed. At the beginning of September 2017 when I returned home I discovered I had been charged $45.86 monthly for the past twelve months. I called customer service and the agent stated his floor limit / authorization level only allowed him to credit back two of the twelve months. The additional ten months would have to be done by a higher authority. I attempted to contact customer relations/consumer affairs but only got bounced around.

Was sent a cable box via Fed Ex for self install. Tech support went through the motions of setup(try this and this and this...) After a 3 to 4 hour runaround, learned that the cable is not even turned on yet, totally wasted my time, totally pissed me off. Like alot of todays millenial employees, they don't care or want their jobs, so they just go through the motions, doing just the minimum to keep their jobs. I will go on facebook and twitter and let everyone know how i was treated. Its only when people are pushed to the edge of the cliff that they change.

My mother has been without her internet for nearly two weeks after a Cox Technician worked on the pole outside and did something on the side of the house. She actually paid her bill in advanced, and she had called to Cox Cable to receive support for this issue and they ultimately hung up on her. She is a senior citizen and its sickening that this company will spend as much time as possible trying to convince her to buy into a faster internet package that she doesn't even need but when it comes to fixing their service, they hang up on her. So, eventually she was able to schedule someone to come back out but now they want to go inside her home and charge her $80 instead of reimbursing her for no service. It seems quite obvious that their technician messed something up outside and now Cox Cable is making money off of it, scamming elderly people.

Technician lied that he was here and he was not here and made appointment for the next day at the same time andI call to make a complaint and I'll supervisor said you will give me a technician will immediately come to the house andAnd I had no calls no nothing so I got to wait till tomorrow and I've been waiting all week for an appointment just ridiculous

We are switching from Cox after 14 years of service due to the internet service being sub par. We called cause we are paying for 300MBPS and where recieving 3 MBPS. So we called, had a tech come out. Turns out a splicer was left on a cable outside. Never had cable that I know of but they tried to charge me $82 to remove thier faulty equipment. So I call to have the charge removed, after having to talk to two different people, I finally get this charge removed. My husband comes home that day to no internet. He calls, they try to charge us to send a tech out AGAIN. There is a service outage that will be resolved by 9:30. So we call at 10pm they say issue resolved but suspiciously enough we have no internet. I wait on hold for 15 minutes finally get a half way helpful employee I get hung up on before the issue is resolved. I call back, spend another 15 minutes on hold. Get some one who is like hard reboot again and of course nothing is resolved. Now I have to spend my Sat at home waiting for someone to confirm it's not working and make sure I don't get charged for it. This is why I'm looking into AT&T that and once the fiber is available I'm certainly not coming back to Cox. I guess I can switch while I'm waiting for Cox to fix thier many problems.

I live In Las Vegas. I witnessed a cox driver in the downtown area in a cox vehicle . He was buying drugs . His truck number was 91139! I was repulsed by this image ! He had on a green shirt with the business logo on it . I was walking into a restaurant this morning when I physically saw the tiny needles being exchanged! These are people who we trust in our homes!

We have been Cox customers for years and, generally, have been fairly happy overall with services and pricing. Over the past few years, it has become more and more irritation and frustrating with the fact that I have to call every year when our applied discounts from the customer loyalty department are expiring to apply new discounts just to keep our bill reasonable. I review every year to see if we can reduce our bill and services appropriately and it becomes more and more difficult. We have even added a land line (which we will never use) just to keep a bundled price. This is ridiculous that we can't keep ONE price for our services without having to do this every year. I am looking into the Direct TV service through AT&T (our cell phone provider) and potentially leaving Cox. I don't get the feeling this really matters to Cox which is a shame but it's all the same to me.

More specifically, in a recent event, upon recently moving to a new residence in Roanoke, VA, I spoke to rep proactively who checked the services on our new address and said we should be able to just move our equipment (we have internet and cable tv) and continue using according to the services already set up. That wasn't the case. We ended up having to have a tech come out and run cable, etc. which cost us. Some of that money was refunded, which was appreciated, but then on 7-26-17 I called about the bill online showing $225 due. They had not made an adjustment correctly so they made the adjustment and current bill should be $171. After turning in a couple of our mini boxes we didn't need, the rep said the new, ongoing monthly bill would be about $163 after removing previous discounts ready to expire and applying new discounts.

My recently paid bill was about $193 and I called to find out why and the rep stated that the previous rep misspoke and didn't factor in taxes, etc. Every time I call I get different answers and no one ever seems to know what's going on. Terrible way to run a business and I will make sure everyone in my circle of influence is aware of this. All I have wanted from the beginning is a set price for our services that is fair and reasonable which apparently is not possible without bartering every year. If you cannot resolve this then I will consider this finalized and find another provider who can. Thanks for your time.

John Mark Strother

It is so ridiculous that a Multi million dollar communication organization fails to have a viable disaster plan. It has been three days since hurricane Irma and not one tech has even attempted to call or come and make repairs. For those of us that have children at home, how are we to feel safe with no communication. It really baffles me that their billing system is in tact yet all the other systems are out of whack! I now understand why more people are switching to other service providers. This experience is sickening, I would never recommend them to a friend! When I call no one knows anything or can give me a timeline as to when the services will be restored. I even questioned the rep in regards to their disaster plan and she didn't have a clue!

Hello, I've been a Cox customer for a few years now. Every year when our bills go up we struggle with cancelling services and going to the new streaming services. My bill changed from one price to another about two months ago. I didn't realize at first but I called customer service and a rep from the loyalty team told me they will lower my bill to $109 before taxes to keep our business. I decided to continue with Cox. Then I had to speak to another manager about something else and he told me the $109 wasn't a correct quote but my bill would be a little higher then that - fine. I still stuck with your services. They told me the bill where the payment shot up would be changed and honored at my new monthly billing price and the late fee waived (4 days late). I'm still getting emails that I owe the increased bill and late charge. I called Cox loyalty team the other day and spoke to two very rude and smug reps: Mike from the Texas Center and his boss is William. He basically told me it is what it is they won't waive the late charge or correct that one bill. The attitude was very smug and un-empathetic. I was clearly upset and frustrated and he never apologized once. Just awful customer service and once again we question why we haven't switched to streaming, yet. My husband works for Merrill Lynch & US Trust and deals with clients who have billions but he told me he would never treat a small time client any different from the high net worth ones. I'm surprised on how Cox treated me this one time. Once again we are thinking about cancelling services because Cox won't waive a $7 late fee to keep a customer.

We are cancelling our Cox Cable Subscription in Oklahoma City as of September 2017. We watch only 2 channeks, TCM and ME TV.
ME TV has been removed from the channel lineup. We already understand that Cox has not reached a satisfactory agreement with Hearst. We are retired and are only interested in old movies and TV shows. Several of our friends only watch ME TV and are also discontinuing their subscription. The fact is that Cox could absorb the cost, which will mean less profit for them. Instead, you are acting as if the customers should bear the burden of your dispute with Hearst.
We are old but not stupid. Your greed will cost you a lot of customers as ME TV is a highly popular channel among those 50 and older. We have YouTube and Netflix and we find many old shows through their services.

Account Number- [protected] (Tyrone Johnson)
The cable was accidentally cut during a sprinkler system installation on August 16, 2017 due to improper marking by the city of Newport News, VA. I contacted Cox Cable and a Technician was scheduled to come out on August 17, 2017 to install new cable and restore service. The Technician restored service on August 17, 2017 and I immediately contacted Cox cable to request a team to have the cable buried. On August 18, 2017, a Technician came out to the house but was not there to bury the cable. No service was provided, but I had the Technician put in the request (work order) to have the cable buried. After calling the service desk on August 20, 2017, we were told the cable would be buried between August 19 and September 5, 2017. I called a week later to inquire about an earlier date and was told by the service desk that we were scheduled for service on September 5, 2017 and the dates could not be adjusted. I requested the service desk have the cable team contact me before they arrived at the house, so that I could ensure the Privacy Fence was open and they would be allowed to bury the cable in the back yard. On September 5, 2017, in the morning I called the service desk to verify the appointment and was told it was still scheduled. I took off work to ensure I was here for the cable burial. I called throughout the day and still received the same answer, but no one from Cox Cable was able to contact the contracted burial team to confirm. It is currently 7:00 PM and not only did the team not show up today, I cannot get an answer from anyone within the entire Cox Cable organization when they will show up. After talking to 3 different service agents from Cox Cable, I was finally given the number to speak to the Field Technician to receive a status of the service. I am still waiting for a status or update. As a Homeowner, paying for a service, I cannot understand why there is no one within the entire Cox Organization that can give me an answer. I understand the service is contracted out, but there should be someone within the organization that should have contact with the contractors providing service. I have taken the time to write this complaint. Because it has been over 3 weeks since the Work order has been submitted and I received a date for service. It is past the date to have the cable buried, so I would like to know what day the team will be out to bury the cable. I would appreciate any assistance you can provide, and hope that this problem can be resolved.

I had moved to a new city Santa Barbara. I want to set up the internet but I couldn't find the cable in my living room. Then, I asked for an appointment which is three days after the moving date. So, I been wait for the worker try to let him help me find the plug of the cable. He came and just say he need to walk into all bedrooms without shoes off. I try to ask and put the paper on the floor instead of just let him walk through the carpet. I don't want to see the carpet getting black by just that dirty food onto it. And he say, "I will never take the shoes off and if I couldn't walk through the rooms, I will leave. I am just want to let him walk through the papers instead of walking through the carpet. He looks like annoying and just left. So, I been waste three days to waits an unbelievable appointment. Two sentence and left, done nothing, not helping. I am really mad and there is no way I can complaint of this situation.

The Worst

3 x now.. on the phone same result Terrible customer service. Horrific

Trapped in my service.. when i ask to reduce my 370 dollar a month bill, they say sorry you have the best deal. 30 mins on the phone, would not let me speak to supervisor.

unfair.. to not offer same packages as are available on the internet..

Not helpful
argumentative
Rude

It feels like you do not care about your customers.. it feels like a scam.

very very disapointed

I never thought it would come to this.. contacting you here. But the problems that we have dealt with for over 8 years now are still going on and no one is doing a thing to fix it or help us. Over those years, I have made hundreds of complaints of heavy tiling on my TVs, buzzing sounds, screens freezing and I have been told by supervisors, techs, maintenance and so many contractors, so many different "stories" or excuses as to what the problem is. I was told my TVs were junk and I needed to buy new ones. I have been told that my VCRs were causing the troubles.. even when I unplugged them and ran direct lines to the TVs. I was told that my issues were "in my [censor] head" (a quote by a supervisor at my front door after he rolled his eyes at me). I have been told over and over that my house was causing all my issues of not being able to watch anything on TV without heavy tiling and freezing. I have talked to different maintenance guys about this many times and they informed me that Cox knows all about the problems in the neighborhood but they have no intentions of doing anything about it. I am offered credit on my account for a day or a week or even a month for my "inconvenience" but yet my bill keeps getting higher. I called one day about 4 or 5 years ago and the lady that answered the phone to redirect my call, told me that the screen she was looking at, was showing her that the "node" was bad. She said she was seeing it effecting other neighbors too and then she transferred me to the tech dept. When I told the guy what she told me, he got quite "cold" and said that she had no business telling me anything and I was to disregard what she said. This has gone on for years and every time I call to complain about another day or night of TV that I was unable to watch, I am told that they have no plans on coming back out, as they already told me that my house was the issue. They said we have a bad ground somewhere in my walls that is causing a back feed and that I am the one that is causing my entire neighborhoods issues. My neighbors down the next block are also calling and complaining. Neighbors on the other side of us have cancelled service with Cox over the problems that we are being blamed for. More recently when I called, they sent out a contractor. I can honestly say that he was blown away with all the stuff I told him that has been said about us and our house, and he said he was determined to fix it for us as no one should be treated the way we have been... for over 8 years! He replaced the DVR player (its been replaced maybe 6 times or so already), found an issue on the pole (the tap) and in doing more checking, he found out that the node was indeed bad. He told me that he was going to get with the maintenance people or whoever he had to talk to at Cox, and get this taken care of. His meter thing he showed me and the signal was all over the place. I told him that probably 5 or 6 times when someone was on the pole behind our house, they unhooked the drop line at the pole and plugged in their meter. They told me after doing that, that there was a fluctuation in the signal at the pole and in no way was my house doing anything. I have been told too many times that it's in the neighborhood but no one would look for it.. that Cox either had no plans on spending the money or the manpower or time to bother with it. This last guy said it was the node. He said he can see other neighbors hooked up to the same node and all were having the same issues. My last communication with him was Aug 8th and at that point he told me (in text message) that he was waiting for them to do something as they told him they were planning on working on it that weekend. But the "funny" thing is... every time I had someone here that wanted to help us, they told me they were going to stick it out and do whatever they had to, until it was fixed, since no customer should have to go thru what we have dealt with. And after they started to help us, they would "disappear", never to be seen again. It's like someone at the office is not liking his determination and desire to help us, so they tell the person to stay away from us. That is how it seems. Just like this guy. He was "all over" getting to the bottom of our problems and now he is gone. I messaged him this morning asking if he had an update. I am still waiting for a reply. Another person being pulled off of us and told to not come back. Now I am sitting here angry and hurt and let down by a company that does not care about their customers. But they sure will shut our service off for a past due balance. Ours is always past due.. I admit it. Why should I care about a bill when no one cares about the service? So for over 8 years, we have been told its TVs, our house, its in my head, our VCRs, and how no one is going to do anything about it. I have taken little videos with my little flip phone of the tiling, I have taken pictures with my little phone of the TVs messages saying "there is currently no signal to this TV" and many recordings on the DVR showing what I have to see on a daily basis instead of the TV show I am trying to watch and enjoy... all I can say is what the hell do we have to do to get help? Does it require taking Cox to the TV Stations and making a formal complaint with our attorney? I have begged them to do something. And instead I am insulted, put down, made to feel like it's in my head when I know it isn't. My TVs are not causing a neighborhood problem. But I am done.. I have let this go on for 8 years too long. As to what I want for compensation? I want this node fixed, replaced, whatever it takes... to make mine and all my neighbors TVs to work perfectly.. and if it isn't completely the nodes fault, I want them to work nonstop until every single cable line on the poles in this neighborhood replaced until every single person including myself is 100% happy. I am paying a lot of money for service that I am NOT getting so they should be bending over backwards to find the problem and fix it and have happy customers. I have lived in this house since 1985 and I watched Century Link replace all their cable lines throughout this neighborhood. The cable lines on these poles were here before we moved in 32 years ago. They are old and worn out, even tho they keep telling me there is nothing wrong with them, that they last forever. If they had to replace the lines all through my house, then I would think that its past time that those outside exposed to the weather to be replaced too. And for me to have to pay $118 a month to watch TV and not even GET HBO, Showtime or any other "special" channels.. is WAY too much to spend. Especially when Direct TV told me that I can have the exact channels PLUS HBO permanently for $35 a month. I would like an apology letter from Cox for treating me like crap for all these years and maybe a year TV service for free would be good.. and as far as I am concerned, that is a small price for 8 years of crap service. This small video from my old flip is what I have right now available and it is just to show a small, really tiny fraction of what we live with daily. I had hundreds of movies and shows recorded on each DVR that has since been lost when each DVR stopped working. I do have more on the newest DVR I have but I am unable to show you those until I can manage to record them onto this old flip phone. But when I have played them to the different Cox people that have come here, they make excuses and say it's normal because we have analog TVs. But my husband's TV that is in the video is an HD TV and we have used different TVs over the years. The different Cox people have said that it doesn't matter if it is an HD or analog TV. And my one friend down the street bought a brand new HD TV and it has the same issues we have with the signal going away. Thank you for taking the time to read my complaint and I hope.. no, I pray you can give us the help we need and get to the bottom of the problems in this neighborhood. Show us that you at Cox do care, unlike those here in town. (I received an error message saying my video was unable to be uploaded) Thank you..

We just moved into a new apartment. We had 100mpbs at the last place we were staying at. It was extremely slow. We decided to upgrade the new service to 300mpbs. In order to do so we needed a modem compatible with Cox and their speeds. After researching online we came across a NetgearAC1900 model c6300bd. All the reviews online said it was capable of over 300mpbs and it was even purchased from Cox a year ago with a docsis 3.0. We decided to reach out to the technical support before we made the purchase and Taylor from Cox answered our question. We gave him all the details of the modem and he assured us it would work. We purchased it and called to set it up. Come to find out, the technical guy on the line said it wasn't compatible and we hung up to try again in case he was wrong. The second time we called it was the same thing. The modem was only capable of 100 mpbs. So we just wasted $100 on a modem that doesn't even work with the speeds we want. Don't trust Cox and their services! Will never move to another place where I have to rely on Cox Communications for internet services again!

Myself Avisek Banik moved from Connecticut to Arizona recently. On 7th of August I have taken the new internet connection from COX after getting convinced with a good deal by local COX agent.
I had a chat with them on 5th of AUG morning and they offered me 100 MB connection against monthly 22.99 $ which was an one time offer only. Generally COX is providing 3 connections. 100MB, 15MB and 5 MB connection against 59.99$, 39.99$ and 29.99$ monthly.
As because of that offer only I left other good offers also provided by other service provider and taken COX internet service effective from 7th AUG 2017.
On 21st AUG I received my first internet bill which was 59.99$. Immediately after I called COX customer service, they heard everything. They created one complain (KSR000005702355) and told proper step would be taken against the agent who have given me the offer.
But when I asked for the compensation they said they can't do anything as the offer was void and not provided by COX.
But I got the offer from COX only.
Right now if COX is not considering the scenario, I have to change my connection to lower band (like 15 MB/month) or to change the service provide.
I am not even getting earlier good offer from other service provider also.
Please let me know your decision on that. Accordingly I have to take my steps also.

I recently switched to Frontier communications a month ago.
Then I get a letter from Cox about sending me to collections for an outstanding bill. On 8-22017 I call Cox and find out its for their equipment that is still at our building. I told them to come and get it anytime, so we have an appointment for Cox to come out and retrieve there equipment tomorrow 09-25-2017. Today 09-24-2017 I get hit with a with a phone call from a collection agency saying that we owe a couple hundred dollars for equipment.
These people are stupid!