Cox Communications
Reviews and Complaints

I have had numerous technicians to my home regarding intermittent outage for both phone and internet over the last couple years. Last September the last tech to come said the Cox service was completely functioning with no issues and it was my "old" laptop that was causing spikes of slow system because of technology not being up to date. Because I could not buy a new laptop we have put up with the random service interruptions. Well apparently that was just the beginning of failed cable lines by Cox. As of July our service is completely out and still not restored. I have made weekly calls and no one can give me a status or explain what is wrong other than they are waiting on permits. I was told on both dates 8.5.17 and 8.12.17 all permits were secure and turned over to construction and yet no work done. Today I'm told our file was update 8.15.17 stating all permits are NOT in place and no work can be done. I cannot get anyone to call me and explain the status or what the work is and why. Not one other person on my home block is having an outage issues which makes me wonder if they found the full issue. The billing end...a whole additional headache with collection calls for services I have not received! I'm SO frustrated!

I recently just got Cox for my TV & Internet services. I signed up for services on August 3, 2017. And still have not gotten what I am suppose to have. I am very disappointed. I am reaching out to find out what my options are and what can be done to fix the problem or cancel my services of which I haven't even received yet. There was suppose to be a technician coming out to my home in Hampton, Vi. Today which is August 22, 2017 this morning. To fix my services and get them installed properly. I have been working with a representative named Kenneth Pebbles and he is not even doing his job. I have been without cable and Internet for since I applied for the services. But yet I get a bill in the mail to pay for something I still don't have. I have took off work and readjusted my schedule to wait for someone to come out. When then I am told no one will be able to come out because of some type of emergency. Which is totally unacceptable. I was trying to work with them I even gave them extra day to come out but today when they didn't show and I took off work was the last straw. I am emailing you to find out what my options are and what can be done? Because right now this is an inconvenience to me and unacceptable. Please respond to my email.

I have been a Cox customer for 13 year and cancelled today due to lousy customer service. I had been experiencing internet issues for weeks. It got to the point that I had to reboot the Cox supplied modem/router to restore internet service after it had been dormant for awhile. Finally, even after rebooting several times on Friday, 8/18/2017, it wouldn't connect. I called customer service and explained the issue. They checked the connection and said that the modem was bad and I could exchange it at the Cox Solutions store for no cost. I immediately went to the store and exchanged it after an approximate 30 minute wait. It had a few teething issues with wireless, but I got it working. However, on Saturday morning, 8/19/2017, there was no access and despite rebooting both my computer and the modem, I couldn't get access and called customer service again. That rep, after repeated services, said that their trend log noted a large number of complaints and it appeared to be a network issue. I was promised that internet service would be restored by that night. It wasn't, and I called again. This time the tech confirmed that modem was working and talking to their system, but it would not assign an IP address. The solution was to exchange it yet again. However, I was also advised that this was an old unit using an older WiFi frequency range and I'd get better performance with an upgraded modem/router at additional cost! I had been happy with the service so long as I actually had service! Since I was paying for it, I should get it. Since my choice was to have a unit drop shipped to me (2-3 business days), a tech rep assigned to replace it (Monday at the earliest) or go to the store again on Sunday, which is what the rep suggested. Sunday morning I checked their hours and THEY WERE CLOSED ON SUNDAY. Sunday night I received a call that they had scheduled a rep to come out Monday morning at a time I couldn't be home. I opted to speak with a rep to explain the issue and cancel the service call. I then said I would go to the store on Monday, 8/21/2017 and exchange the modem and that with all of the hassles and broken promises, I should get the upgraded unit at no additional cost (it is only an additional $2/month). That rep told me she couldn't give me the upgrade, but I certainly deserved it and she would transfer my call. She transferred me and I got a recording that they were closed and then they hung up without the option to leave a message. Needless to say, I was not happy when I went to the Cox Solutions store today. I explained the situation and was told they would not do anything except exchange the modem for an identical one that they had already admitted was virtually obsolete. Or I could pay for the upgrade. After 13 years with Cox and putting up with their endless false promises all weekend, I deserved better and opted to cancel my service. I'll get it elsewhere even at a higher cost.

I've had a horrible experience with this store, (Cox store 2240 N Rock Rd #101, Wichita, KS 67206) and cox in general. Last year when I returned my equipment at this location they said everything was there, that I shouldn't get charged anything. After moving into my current home. They closed the other account, and told me that my balance was 0, I wanted to make sure. Which I called to talk to a representative at Cox and they mentioned there was a 0 balance. A month ago, I checked my credit history I was sent to collections from my old account. I called Cox to ask what happened that this has to be a mistake, and the guy that was helping me said don't worry about it I'll make sure this gets off your collections. It never happened, so I called back and I was talking to a new representative and he was extremely rude, and said I don't know who you spoke to but this is what you owe and there's nothing we can do to help you. I've been with Cox for 3 1/2 years and I was shocked, and still am that I'm dealing with all of this. I believe that the amount that's in collections right now shouldn't be there. This wasn't my fault. I had to get Internet only now that I can't afford cable. (Being a college student) The young lady that took my equipment this time, I believe her name is bianca was EXTREMELY rude, and doesn't have good customer service skills what so ever. It amazes me that I've been treated this way by Cox employees. I'm extremely unhappy with everything.

Spoke to a sales representative on 8/16/17. He offered me a plan with Cox for a certain price. He quoted that price more than once. He also advised me of what that plan included. I went to the Cox store on 8/17/17 to pick up the equipment and found out that the DVR was not included. I had specifically asked the sales rep on the phone if the DVR was included, and he stated that it was. The representatives at the Cox Store stated that there was nothing they could do. They then tried to sell me a different plan for obviously more money. When you call the Cox Sales Department, it says that the conversations are recorded. Someone at Cox needs to review that sales conversation. To offer someone a sales deal one day, and then tell them that it is not valid the very next day is so low class. Very unprofessional, with a massive lack of honor and integrity.

Good day my name is Terrance Garner a store a mananger at tmobile cell phone store and as a leader I will never treat a customer the way you guys do I reside in Fredericksburg va and my services are currently suspended because a rep gave me false information about my bill I am pissed and my whole subdivision has cox and I will be letting everyone no about the bad experience tht I'm having and hopefully u will loose at least 29 to 39! Customers because of this trust me this isn't wht I call good service

Internet service was interrupted for seven hours, overnight, for maintenance. When the service will be unavailable, why no notice like when your bill isn't paid? I called and spoke with Technical Support and he didn't mention the outage at all. I have an alternate schedule and with deadlines. It would be nice and considerate of you to let customers know if your system is down again/isn't working so other plans can be arranged.
Thanks

Karmen K

Jesus Adrian Corrales date of birth May 10th 1986 6045 s 14 place phoenix Az is an employee of Cox Cable he does technical assistance from home he is also my neighbor I've had many issues with him before I clearly see him and have been told he sells crystal meth through his window and he is a heavy marijuana user everyday I am sick of this and as a Cox Cable customer I do not think this is representation of you guys and women

On 07/22/2017 at around 8PM I was watching UFC Fight Night on Fox when suddenly my TV screen went black. I was still getting sound. The only thing connected to my TV is a Contour Box and power from an APC battery backup. The backup reported NO power surge. I called right away and reported the issue and was told a form was filled out. I waited until Monday 07/31/2017 to call and get a status update. I was told the form was not escalated. That was done and I was told someone would be calling me. I have not heard from anyone yet as of 08/01/2017. A service tech was sent out on 07/23/2017 Tech number 30360. The TV report number is KSR000005537625. I was told over the phone when I called that the service tech would be replacing the defective Contour box with a brand new one. When the tech was here I couldn't help but notice he was very rude to me even though I was very professional and wanted to ask a few questions as to when the TV would be replaced and when we would be getting better internet service Gigablast. But he was very short with me and left. I called service back and let them know that the Contour box was NOT new, It had dust caked inside of the air vents and what appeared to be water damage on the top. It also has a chip out of the bezel on one of the corners. The service tech on the phone told me he was going to have Tech 30360 call me back and have him come back right away and replace the box again. He called me back and I let him know that the Contour box looked used. He assured me it was pulled brand new from out of the plastic and I couldn't believe that. HE then tells me that he wont be coming back over here until he finishes the rest of his shift and it would be 6-7PM before he got back here. I told him that didn't work for me because I wouldn't be here then (My wife and I had plans that night) and that he guessed he wouldn't be coming then. I told him I would be calling dispatch back again and he challenged me to report him. From 07/22/2017-07/26/2017 my internet & TV services were up and down but mostly down in a full blackout. I want credit for the days my service was out. Now Cox Communications want's to cap our bandwidth to 1TB of data for Ultimate Internet users who HAVE TV! I have 2 box's. AT&T offers UNLIMITED DATA with the bundling of a TV box. You see, AT&T understands customers need more data when streaming to multiple TV's through the internet. I've been a Cox customer for over 14 years! I'm very tempted to move my services over to AT&T. I've had it with how Cox is manipulating their customers. Cox Communications also put a web box over the top of everything else on my screen warning I've gone over my data cap. This is intrusion. Invasion of my privacy. I can understand an Email but to put a box up over the top of everything else on my screen is going too far. I called again on 08/01/2017 and was transferred to the Loyalty Dept. and was on hold for over an hour. From 7:00PM until 9:07PM and counting. I'm asking you to offer an unlimited data plan for your TV subscribers. I'm also asking you to get Gigablast in my area. I live in a pretty populated area. There is no excuse for not providing the latest internet service to your loyal customers who have stayed with you through thick and thin. I have no problem paying for unlimited service but you should NOT be charging your TV service customers for data overages. Again, I'm serious about switching to AT&T U-Verse internet at a major cut in bandwidth 25Mbps just to make my point and I won't be the only one. If Cox Communications can't give its customers unlimited data plans, then they will lose me and a lot of its base once this is enforced. UPDATE: As of 08/09/2017 I have yet to hear from them concerning my TV! AVOID THIS COMPANY AT ALL COSTS!

Account #[protected]
I was a visiting Fulbright Scholar at Kansas State University (KSU), Manhattan, KS from late March to 10 July 2017. KSU President's office arranged Cox Communications bundle including landline telephone, TV and WiFi for me at 2115 Buckingham Street, Apt 8, Manhattan KS 66503. I had to make many international phone calls to Australia due to the sudden death of my father back in Australia. In May 2017 I discovered that I was on a very expensive international call plan; I paid the bill on 5/30/2017 and through the account holder, Ms Michelle Broccolo, arranged for a more suitable plan that would cost me 9c/min instead of $1/min for calls to Australia. Expecting that this plan had been implemented I continued to make calls to landlines in Australia. But to my surprise upon ending the Cox service and returning home, I received two massive phone bills for in total $681.45. It appears that Cox did not change the call plan after all, leaving me with a huge bill to pay. I am not impressed and would appreciate it if you could investigate this issue and refund me some of the costs that were incurred.
Yours sincerely, Ralf Dietzgen
You can reach me on

I spent 54 minutes with a representative today who had to escalate the call to his manager, Eric. The subordinate gave me his phone number and extension and promised me he would call me back today before he left to ensure that Eric called me. Eric did call while I was on my phone with a client; he did not leave me his phone extension,
I tried to call the first guy back using the phone number he gave me and it is just another number for Cox...NO OPPORTUNITY TO plug in an extension.

I have chatted online, called, no call backs no resolutions; the chat people only tell customers to call in!

HORRIBLY FRUSTRATING. I own a business for over 25 years; if I treated my customers this way I'd be out of business a long time ago...yes I have a choice of providers but everyone knows that reception with cable is where it is at.

I moved to a new address and was offered a cable and internet package with free installation and security system for $96 per month plus fees and taxes taking it to a total of $125 per month. My 1st bill was supposed to be about $175 including a $50 initiation fee. However my bill ended up being $338. After an hour with customer service I was told everything would be corrected and to wait a couple of days. I checked after a couple of days and the amount was decreased to $252. Although I was advised to just pay $175, the website wouldn't allow me to pay less than the $252. So I paid it, figuring things would work out on the next bill. It didn't. COX said I underpaid on the first bill so added it to this bill. And I am not getting the price I was quoted of $96 for services. Instead it is $115 because I am paying for the supposedly free security system. So by my reckoning I have already paid for 2 months of service but have only had the service for 5 weeks currently. I am being overcharged by almost $200. This is ridiculous.

I live in Topeka Kansas and have been trying to order Cox cable for my new house. The local Cox office has told me that I am not in the service area even though the map shows that I am well within it. Also there is a COX cable line that runs in front of my house but I have been told there is no service available. How can this be? If possible I would like Cox Cable installed in my house.

If I could get something besides cox I would! Been a customer for over 12 years and all of a sudden my acct could not be found! Same damn phone number and address! Trying to make a payment and can't! Try to pay person (third person)over the phone after they find it and want to charge me $10 ! Your screwup and you want me to pay extra! Umm not! But I'll be damned if I don't make a payment you damn sure could find my acct and shut the [censor] off! Never had a problem paying thru automated before but last couple months! So I'll just wait till the 24hrs is for my number to update in your system then pay it! You get enough of my money for [censor] service and price!

For an entire month now, beginning at the end of June, and continuing all of July, My internet continuously goes out in this area. I am paying for the highest speeds. My son was in the middle of watching tv and cable went out, when you call you get a message about problems in your area we are working on it blah blah. Really? Daily you have to work on this? Why not shut us all down for a day and completely fix it rather than daily work on it. I just got a new work from home job and Im sure I will get fired as soon as I start at this rate. Cox went from being completely reliable to completely unreliable within one month. Fix it!

Breach of Privacy and Security, Sept 9th, 2016, that caused serious problems for me, Couldn't get tenant out due to new account having this address although he was in the eviction process already
Closing my acct with no notification to open, letting a very ill man get through with even asking for password
Trespassing
Fraudulent Activity in billing procedures
Bad business practices, extreme stress and anxiety
at LEAST 80 hours in time all due to this
Business practices are
Causing major undue stress
Refusal to produce all tape of conversation
Raising Prices whenever they want
Doesnt bill customers consistently..
.Putting me into collections yet this matter is still an open matter
insulting treatment, and a few hundred dollars acct credits that are not nearly compensation

Will be adding more

Welcome to Cox Live Chat Support! My name is Marianne R. and it will be my pleasure to assist you.
Marianne R.
at 16:45, Jul 21:
Hi there! How is your week going do far?

David Infante
at 16:46, Jul 21:
Hey, going good. inquiring about ticket CU1000004888545

David Infante
at 16:46, Jul 21:
no one has gotten back to me yet

Marianne R.
at 16:47, Jul 21:
Oh, I understand and I am really sorry David. Unfortunately, Cox systems are under repair at the moment, affecting my ability to have access and make changes to your account. We are working to fix this as soon as possible.Unfortunately there is not an estimated time set yet to solve this inconvenient, However, I could suggest you contact us back in a couple of hours, once again I apologize in behalf of Cox.

David Infante
at 16:49, Jul 21:
that's what the last tech told me, and the one before that?

Marianne R.
at 16:49, Jul 21:
David, I do apologize for the inconveniences you might have had, I know how frustrating it can be.

Marianne R.
at 16:50, Jul 21:
This situation is out of our hands right now.

David Infante
at 16:50, Jul 21:
Can I have a manager call me because this has been going on for 5 days now and I've gotten the same excuse

David Infante
at 16:51, Jul 21:
and someone was supposed to get back to me in 72 hours

Marianne R.
at 16:53, Jul 21:
David, I am sorry you have to go through this, in this case my Manager will tell you the exact same thing since our system is under repair and we can not access to this information until everything is fixed.

David Infante
at 16:53, Jul 21:
that's fine, I would still like to speak to a manager please

Marianne R.
at 16:55, Jul 21:

Unfortunately, I can't right now. I present my sincere apologies. Cox systems are under a repairing session at the moment, affecting my ability to review, make changes and research information regarding your account. We are working to fix this as soon as possible, please check back in 30 minutes and a chat agent will be happy to assist you.
I appreciate your patience and comprehension beforehand.
Marianne R.
at 16:57, Jul 21:

David, Are you still there?

Marianne R.
at 16:58, Jul 21:

Without a response in the next minute, this chat session will automatically end. I apologize for any inconvenience this may cause.
Alternatively, you may close this session by clicking the Exit button.

David Infante
at 16:58, Jul 21:
I am actually going to post this to the cox complaints dept

I recently enquired and purchased cox internet and cable over the phone, well when the technician came out he said the salesperson sold me just internet, and i specifically asked about aby specials on cable and internet when I purchased the services, then i had to rent a modem, which was not mentioned over the phone, I was quoted 79.99 plus tax for cable and high speed internet with Free HBO for two years priced locked in.Im extremely upset, this needs to be made right.

It all started june 26th, we had just moved into our home and were ready to set up our cable, internet and phone services. The guy came out and installed everything and he went to connect the cable and everything shorted out. We had to have an electrician out to fix the problem he caused and everything except the cable box was working. So we took the box back to cox that saturday so july 1st? We switched to a new 'upgraded' cable box and tried installing it ourselves and it was still shorting our breakers. So we had a tech come out because when I called to tell cox that I wanted to cancel my cable. The lady I talked to told me I had to have a senior tech out to determine it was unfixing. So we had a guy out july 14th he would connect them and it still shorted out things, so we asked to cancel and he said "okay, well i'll notate on the account I was out and we couldn't get it to go so there will be no charge." that same day I went into a cox store and returned all the cable equipment. I spoke to doug and his manager I don't remember her name, but it was the camel back colonnade location off 19th st. And camel back. I told them I wanted to cancel cable and get home security bundled in instead. So they told me that I can do that and I can either choose to pay $75 for deposit for equipment or I can sign a two year contract that allows them to waive the deposit and everything after tax would be $155 and change, I was like that's $45 less than i'm paying, ok, that sounds good. So I set up a service for the guy to come out and put in the security for july 28th. Then I get the 'agreement' from cox and it says $72 when I was told it'd be like $40 for security by itself, this was july 20, 2017. I called cox I talked to a lady she transferred me cold call (Meaning she just patched me through) first off, I found this kind of rude because it shouldn't have taken a transfer to answer a simple question, secondly because I had to identify myself all over again and tell that person what was going on. The next person didn't know how to help me, so I get transferred again (Cold call and this happens at least five more people). Mind you i'm at work and trying to get that resolved and answered. Finally, I get to another lady she sounds like she's from a different country because she's got an accent. She fixes the bill back to $157 and change; says that it was because the promotion fell off (As she is explaining this to me I get into trouble and am asked to take my call out side because at this point i've been on the phone for a little over 30 minutes and I didn't think it'd take that long to fix the problem). So I go outside and the lady goes hold on and comes back and says it looks like they are charging you extra for cancelling your cable and I ask her to tell me why and as she is I get cut off because I had to go outside. So I went to a place with good reception and called back cold call transferred 3 more times until katie. She said she didn't see anything in the notes about being charged for the cancellation on the cable, but could connect me with someone who could look into it further, I tell her, i'm at work and don't have any more time to be wasting on cox right now. (At this point i'd already been on the phone for a hour! Ridiculous) I go home, I call cox yet again and again i'm transferred cold call even though I ask not to be, but am told they don't have the ability to stay on the line. I talk to shannon, he was so nice and informative I felt bad for yelling at him. It wasn't his fault. He explains there is no contracts on home security. So I ask him what the emails I rec'vd from cox where and he said i'm not sure, but don't sign them. And that what should have happened when I went to store is that I should have paid $75 for security equipment before they set up installation, etc. I told him, that they only mentioned it and that I was told if I did two years I didn't have to pay deposit. So he suggested to go back to store and talk to the manager and have them explain why they said I didn't have to pay it and would notate the account about everything i've said. So I get off the phone with him. He made me feel better, but I was still pretty agitated, so I talked with my brother (He has home life, but is switching to scout security, because cox was gouging him for every penny he had.) he told me about scout security and I decided that I really don't want cox security and at this point if they didn't have good internet and there were more companies in az that offered the same type of internet I would just cancel all of my services with cox and go else where, but at this point i'm stuck. So I called and cancel. July 21, 2017 I went on line to pay my bill and guess what?! My bill is showing that i'm due $700 and change. You know who was livid and so very mad? If you guessed me, you'd be right. I called cox and you know what happened I talked to a lady and she asked if she could transfer me and I said, yes, just don't cold call my transfer because i'm at work and don't have time for games and you know what she did? Cold transferred! What the heck is wrong with your employees! I got transferred to jack and he was very nice and helpful. He told me I got charged for moving the equipment, installation at my new location, cancelling cable and for the security (Which hadn't even been installed yet) I was furious at this point cussing (Which I felt bad about because jack was just trying to help me and I apologized to him) and told jack that i'm sooo mad with cox that the minute google goes live with their internet service, you better believe me and my whole family will be on that train as fast we all possibly can, I might even take some of my friends. Then maybe cox will take their customers more seriously and not take advantage of the fact they are the only good internet around! He did waive all the fees and got it back down to $197 and change and that's all i'm paying and going to pay for this month. If I have to call cox one more time to fix their problem, deal with their crappy employees telling me the wrong thing &their crappy equipment, i'm filing with bbb. Right now, this will also go on yelp and facebook for everyone to see because no one should be treated that way, especially when you are paying a provider for business.
My suggestions: get better customer service representatives except katie, shannon and jack they were very nice and the only ones really wiling to help.
Train these people to not cold call transfer customers, it's ridiculous and a waste of customers time.
Train your employees to tell the truth and have everything they say in black and white so you are not misleading people.
Go back to the way cox used to be, affordable, honest, good customer service and reliable.in the nine plus years that i've been a customer i've never rec'd this type of service and it makes me sick to think cox now takes advantage of people because they can. That's not right.
Oh yeah not to mention the day that I cancelled cable our internet went out and we had a tech out and he said who ever came on to install the first time basically did a half [censor] job and had wires hanging exposed to rain, sun, wind etc. So we now have some one coming to fix that properly. So you also need to train your techs better too.

July 17th I returned home and no Internet or cable. I work from home so this was a huge factor! I called customer service rep and she explained to me that they charged me for a modem that I knew nothing about! I cancelled my phone service in December and not one time was i notified or told that i would be charged 7$ rental fee. So they scheduled for a technician to come out to change my modem to the bulk account modem.

Day2
I spoke with my leasing office they said they would have to make another appt so we did. But still no Internet or cable...which means no work!

Day 3
No technician. They said they tried calling my leasing office and they got no answer! My leasing office stated that they were lying! Still no Internet or cable.

Day 4

Technician came out whIle I was working my other job. My appt complex opened my door. I'm in a great mood today because I just know im coming home from my part time job to my full time at home job but still no Internet or cable! I called customer service and explained to one rep but she hung up on me so I got another nice young lady and she tried trouble shooting but nothing work. She theneeds explained that it was an defect in the modem so we would have to schedule another technician out and the earliest time would be on Saturday! So I missed a week of work! I'm burning through my phone data like water (verizon) my question is to cox cable...why didn't the technician make sure everything was working before they left out of my house? Why do you have so many reps thats unqualified? Why am I sitting on my couch in a quiet house with no cable or internet? Why did the rental fee (that I knew nothing about) accumulate to 185.00 until you decide to notify me or cut my service off?