Cox Communications
Reviews and Complaints

We started service with Cox last year, I started with complaints as early as November of 2016. Our service keeps going out due to the office building in front of our apt. The service tech came out to inspect the problem and stated that they may have to get a crew out. After a couple of weeks they stated the issue was fixed and another serviceman came to ck cable line and install equipment, the equipment he issued was not on my acct but it was the only box available. Cox changed my plan and billed me incorrectly. I stated I needed the correct box, I had a box sent to me and also received an additional box to send back receiver. I sent both boxes back and have been requesting a new since the end of April. I was told by several CSR's that once I received the box to call and get it connected per (CSR) NaChrissa as I waited a few days as instructed my internet was cut off. I don't know about cable seeing as how we have not watched anything on cable since April. To add insult to injury a box showed up on my door step on 7/18/17. I would appreciate if cox would configure my bill correctly and not be billed for services we never used. As your tech department can advise that we have not had a signal for months. The last CSR sent me a cord and a cable splitter instead of a box. I've been lied to by multiple individuals and the last Supervisor I spoke with on 7/18/17 was of no assistance. I will not let this matter die as I am trying to cooperate with Cox to no avail. I will continue to make complaints and seek legal action due to the stress and lack of cooperation from Cox seeing as I do some of my work from my home.

I was a customer of Cox til I moved. I just had internet but when I moved. I ordered tv, internet and home life. My order was cancelled!Ed twice without notification. I called back but was transfer to another department with the answer. I don't know why you were transfer to me. I was placed on hold for a long time. And when I call back. My address is blocked, say my address is not serviceable. I do know there use to be service in 2012 and when I look on line to see if I get service. It says I can get service. I'm a dialysis patient and trying to have a stress free live. I don't understand what the problem is. Know one has called me. All I get is there is nothing I can do. I don't like the way I was treated between your customer service rep and the technician. I thought I was a good customer cause I always paid my bill a head of time. I guess you don't want me as a customer. Thanks for hearing me, Michelle Noboa

I called to transfer service and was told the bundling package which includes TV, internet, and phone service would cost me $69.99. I even called back to confirm my order. A few weeks later, logged into my account and saw a charge of $242. The billings department said there were billing errors and that the bundling credits were not applied. Thus I was assured a credit of $150. A week later, a debit of $242 was withdrawn from my checking account. I called customer service and this time they offered a $50 credit. I was on the phone for 2 hours talking to 2 different reps but nothing got resolved. Conveniently they did not have records of me calling the week before. Then I was transferred to the cancelling department and a rep offered me $66 on the next month's bill. I asked for the supervisor and he said I can get the basic package for $89.99/mo. In the meantime, there was no refund. I told him that was not what I ordered and he hung up the phone. Seconds later my service got turned off. I called back again and this time I was told there was nothing they could do as my service has already been cancelled. The next day I was able to get a hold of the technician who installed my service and he apologized for what happened. He said he did not add anything to my order, nevertheless he was just there to hook up the device. He told me he went through the same experience with this company. I called customer service to ask for the name of the manager so I can write them a letter but they couldn't even give me a name. I am wondering if anyone has gone through this experience who can offer me some advice? I'd really appreciate your comments. Thank you.

I tried discussing my issue with a member of management but that didn't work out because he made me feel I did something wrong. He fell to see or acknowledge your employee was wrong. Can someone in your cooperate office please give me a call. My name is Wanchella Smith and my phone number is [protected]. I don't feel I should have to leave a company I have been comfortable with for over 7 years because of dishonesty of one of your employees. My account number is 001 7410 [protected]. Please give me a call thanks.

Sent from my iPhone

The simple fact that Cox wants to charge for bandwidth caps is appalling. The pipe (speed) size is finite, but the amount of data available is infinite and they know it. Cox is only attempting to stop people from cutting the so called cable TV cord. I am an I.T. professional and cannot be [censor] in this area of technical knowledge. I tried to speak to a representative and they told me 1TB is sufficient for most customers. Well I am here to tell you I pay the bills and you should never tell me what is sufficient in my house. Again this is an infinite resource and Cox will never get me to pay a dime of overage. I have been a customer for nearly 20 years and have never once called Cox for a refund when i had an outage for an extended period. This is an infinite resource and it is the same as if Cox were to tell me how many hours of TV I am allowed to watch. I will be taking my business elsewhere. I am not here to get what I want for myself but I am making this complaint on behalf of every one of your customers that you are screwing. Also if you have different speeds then why not different caps? I pay for the medium speed plan which means I meet 1TB with ease. This is only watching 4k and HD movies on multiple devices by multiple family members at once. At any given time we have 2 televisions and 1 iPad in different rooms being watched, while online gaming is happening on 2 devices. Once again I do not appreciate your technician trying to tell me what is right for my family.

The following is just my opinion and solid information retrieved from the Dark Web on Cox capping customers internet usage. It is also my opinion that FCC complaints are also being filed daily as in other articles. I don’t see how this is legal or even right and all again is just my opinion and believe me when I say, this affects us all. Especially for the ones who cut the cord and stream now. Enclosed is one such complaint:
A little background info. Cox has recently cut the data caps in half for their plans. Since I am on ultimate, I went from having a 2TB cap to 1TB. Cox is also testing out overage fees in test markets and there is speculation that these fees are coming MSO wide. I figured you all might want to know. Also, if you want. Feel free to file a complaint with the FCC and email a complaint to coxcorp.[protected]@cox.com
My email: Cox Communications is testing out data overages in some markets, and it appears they are preparing to expand the program. They have "data limits" associated with plans now, but do not enforce them. This month, they cut their data limits in half. I went from having a 2TB data cap to a 1TB cap for the HIGHEST plan available in my area and pay a premium for it. The only reason they would do this is to prepare for overages, and increase their profit margins. Broadband internet is a utility regulated by the FCC, and artificial profit centers, like overages on a landline, are completely unacceptable. It does not cost Cox a penny more if I use 100GB or 500GB, and any money they would charge me would go directly to their bottom line. I do not have a choice in my broadband internet; Cox Communications is the only provider for my neighborhood that has broadband speeds that support my job and my family’s needs. I cannot disagree any more with the direction that Cox Communications is taking with their internet service.
Cox reply:
Good ¬¬¬¬¬Morning,
I have received your email within the Corporate Customer Relations Department of Cox Communications. I am sorry to hear of your dissatisfaction and I will be sure to share your feedback with the appropriate parties and inform them of your concerns. We appreciate the constructive suggestions on how we could improve as well.
As background, Cox offers a variety of High Speed Internet plans to meet the particular needs of its customers. Monthly data usage calculations are based on the amount of the customer’s downloads, uploads and other Internet activity within their individual monthly billing cycle.
As Internet usage is currently doubling every two years and customer needs evolve, we continue to strive to provide the optimal broadband experience for all our customers. First and foremost, Cox has focused on educating customers about data usage and choosing the appropriate package that best fits their needs for data and speed. Cox also provides the tools customers need to monitor and manage their data plans. For example, Cox’s Data Usage Meter shows customers their monthly data usage at any point in time and the amount of data remaining in the plan for the monthly billing period. This is an easy way to check your household’s total monthly usage. Other online tools are also available to help you better understand and estimate your household’s monthly Internet usage, so that you can proactively manage your activity. For more information on these tools, data usage and plans, please visit www.cox.com/datausage [http://www.cox.com/datausage&h=atpycagz_prgier_jzwchbo_rz5lzsfwfxk7_5xxa14lv3rnb90it5fgjpsytu89fyhw2v9s4kp1wfr8e5zcgc64eu4zz81te4b-l0agnve3tauigh6spu1am_kpmzedryni9hkjli_d-rwdmw2y4186&enc=aznzoiwjct9ltfytj3mg1pglj6q-c8w8fhgf_0gek8ra6cyitanuxilsebue3edkxk9t_px9jszqqfb1eiueclo28yhr1sjjdohbqdlynuwh4outd3b9duxwkih2svjlh8yi5mtwj9-txe2jf6zi_czkx5hefpa9r5hs6z8jd46_16s-lepvshfl01oomarwygwicboegvpsoop4wrfw3s9n&s=1_green]
.
Cox also tailors its data plans for the range of household uses, updating them to keep up with overall customer expectations and market trends in Internet usage. Cox in fact recently increased the usage allowance associated with each of its data plans. With these measures in place, Cox anticipates very few customers (less than 5%) will exceed the amount of data included in their service plan in any given month.
While monthly usage allowances are not new for our Internet service plans, Cox is piloting changes in communities we serve in Ohio to bill for blocks of data used by customers in excess of the amounts allotted under their plans. As mentioned above, Cox offers large amounts of data with each data service plan, even more now with the recent increases, enabling all types of users to choose what plan best fits the needs of their household. We therefore, expect minimal to no impact for the vast majority of our customers.
We hope this information alleviates your expressed concerns. You are a valued Cox customer and if you have any additional questions concerning data allowances or usage billing, please feel free to contact your local Cox Customer Service team.
Sincerely, Cox Corporate Customer Relations 6205B Peachtree Dunwoody Rd. Atlanta, GA [protected] [protected] coxcorp.[protected]@cox.com

Additionally, to cut the monopoly out or any threats, Cox started suing any competitive companies such as Google as stated in the following article:
https://arstechnica.com/…/city-makes-rule-favoring-google-…/

I have had Cox as my internet provider for 3 years, of those 3 years I've maybe had my correct internet for about a years worth of random scattered days. Cox has been to my house more that 15 times and all they do is look around and say its fine. Obviously it is not, and the few times they have actually done any "work" they punched 3 holes in my walls and said its good. Still no working consistent internet. If there was another company that offered internet in my area I'd switch in a heart beat. Garbage company with garbage services, and customer service.

Currently after 24hrs my internet is still running at under 1mbps, as I write this it is at 0.45mbps. My family pays for 5mbps. Every review states your company is awful, I did not believe this until I started to use your service. In all honesty if you people did not have a monopoly on this area we would switch. Your customers know you don't care, and a day will come when we will have options. Enjoy your money for now. Eventually your company will go down and bankrupt as it should of a long time ago. Also your amazing one star rating all over the internet should be something to be ashamed of. Cox cable is garbage, avoid this company if you can. Or just burn your money in a large pile. Because at least then you can actually watch something happen.

I've been a cox customer for years, I called cox to transfer my internet from Wickenburg, Az to Phx, Az, I made it clean that my monthly payment was $27.50 and that I would transfer my service only IF the monthly fee was going to remain the same, they assure me that it would be the same amount. Yet when they sent me an e-mail confirming the installation date and time cox had also added cable when all I needed was to transfer internet. Since I noticied the bad customer service they had, I decided to give cox a call on 6/27/17 to make sure about the payment, I was surprised when cox told me that the monthly payment went up to $67.00 dlls.I asked the reason why, If all I was doing just a transfer, I didn't add anything else to my account.
All they told me that the dial I had was ended, with is not TRUE because it wasn't a promotion, that was the price because of the kind of internet that I use, all I use internet is for my Dr's.appointments and a few other things.
I Thank You for reading my complain.Have a pleasent day.

Recently, COX iI received an email that cox will be enforcing a data usage limit. After asking a representative about the data usage limits for different internet plans, he told me that the data usage limits are the same, regardless of plan. That's simply ridiculous and a bad business decision.

Customers who are paying for faster speeds should also get higher usage limits, otherwise they'll effectively be penalized for being able to download faster.

My family built a new home. We had service at our previous home (4111 N HWS Cleveland Blvd Omaha NE 68116), had to disconnect as we temporarily lived-in a apartment for 6 months while the build was occurring and the apartment paid for our cable so we only paid for additional services. Upon moving into our new home (17517 Tibbles Street Omaha ne 68116) in January, i was set up with a bundle package for $175. Internet and cable, extra cable boxes, dvr etc.
As you can likely see in the notes in my account, EVERY month since January i have had to call and have my account corrected as for some reason i kept getting billed for individual services and like the customer reps kept stating it should have been a bundle, they would correct it, credit the difference and say there wouldn't be any more issues. Month after month the exact problem repeated itself. FINALLY last month, they got it right and i was billed correctly; HOWEVER, because i had requested NO PHONE service multiple times as we don't have/need/want a phone line, they said they would remove it from my account and would credit me the months i was billed for it. As of last week when i paid my bill i am STILL being charged for the phone service and have NOT received my credit for the past 6 months of phone service. I called again and they told me i needed to call the loyalty department to have it handled. I am tired of calling month after month for this. I have done everything they have asked on my end, have paid my bill on time every month for almost 15 years, and have been more than patient, but have not received the same in return. I have never had problems with COX prior to moving this last time. I just don't understand where the miscommunication is. I don't feel its fair for me to continually having to call and "beg" for my credit to post and for my account to be fixed month after month. All that needs to be done is the PHONE SERVICE DISCONNECTED and my credit to be issued. I don't understand what the difficulty is and why each customer rep i speak to says its handled and it won't be an issue again...but yet its NOT handled and is STILL an issue. I have stayed loyal to cox for 14+ years and all i ask if for my account to be handled promptly and professionally.

The sales representative flat out lied about the services I would receive. My initial bill was so much more than quoted so a tech came and took away the DVR and downgraded me. Your two year price lock is not as any reasonable person would call a price lock since my bill has gone up significantly after a year. The support staff explained to me numerous times how Cox describes "price lock" and I still don't understand what they are talking about. Any normal person views a price lock as meaning that your price won't change. Iv'e spent hours of wasted time speaking to the support staff but have only gotten a small discount of the increase. Iv'e never dealt with such a dishonest company. I just wanted my account cancelled but am on the hook for a penalty. All because Cox won't provide the services I was quoted for the price I was quoted.

As I recently additional phone line but not once was mentioned that that my adding a phone line it will cost me almost 60 dollars per moth. When I tried to cancel the line they told me that they will charge me cancellation fees. More ways of sucking people on something that they could have easily fix. They never once mentioned that they will charge you cancellation fees even if it is just for a short period of mess understanding. Once my contract is up, I will never use cox ever again and I will make sure and let everyone knows to not used cox at all.

Called Cox last month to see if they could get my bill down to around 125.00 - 130.00 where it was before the promotions expired and they where able to get it down to 130.00 plus tax and better internet download speeds which was great or so I thought. This month I get the bill and it's 227.36. So I called and after being transferred to the loyalty department they where not able to get the bill to 130.00 plus tax. Could not find where the Loyalty department person last month had come up with that price. After arguing for a long time the best they could do was 148.66 plus lowering my internet back down to 150 download speed. They transferred me to a billing person to see if they could get my 227.36 bill from last month down to at least the 148.66 and after arguing for a long time with Katrina trying to get her to understand it's not my fault the Loyalty person I talked to last month didn't do her job right. I should not have to pay for something that they were suppose to take care of last month. But Cox would not make it right and take my bill down to at least the 148.66. This is the worst customer service I have ever had to deal with. Katrina was never rude but would not do anything to make this right. I asked them to pull the recorded conversation from last month and fix this. She said they would pull it and give it to the supervisor to talk with the person on how to better handle in the future but that does not help me. I SHOULD NOT HAVE TO PAY FOR THERE MASTAKE PERIOD! AND THEY SHOULD HAVE ADJUSTED THE BILL. BOTTOM LINE IS THEY DO NOT VALUE THERE CUSTOMERS.

I am appalled at the pricing of the bundle I received. I had Comcast before and wish I could have kept them. Unfornutely, they do not service where I am. With Comcast, I had over 1, 000 free movie channels to choose from on demand, all the documentaries were free to watch, and the record 6 DVR was standard with the receiver and only cost $8.00 a month.
I pay nearly $20.00 more a month with Cox than I did with Comcast, and do not even get 1/3 of what I got when I had Comcast.
Channels that should be included are not and cost $12.00 more a month to add them.
I am considering getting Directtv instead. They have much better pricing for their bundles.
Cox's pricing is a bit ridiculous I must say.

I signed up with Cox because there was a promotion. Then there is a rebate. I called and was told to go to a website and register. Then I am told you have to pay your bill for 3 months. Then I called now for the 3rd time and I am told that the system did not show I was registered. The representative did what was needed and now I have to wait another 4 to 6 weeks. That is [censor] customer service and not appropriate for Cox to do to their customers. That should have been an automatic submission when registering. I am a very dissatisfied customer and think these types of tactics speak volumes of disrespect for the consumer.

Amaris, employee # 51389, was extremely rude and disrespectful today over the phone. She said, "you can just go online, sir. I am not going to repeat myself. I don't know how to make myself any clearer." This was after she told me all I needed to do was turn in my cable boxes, then later said, "oh, yeah, the remotes too." I asked what else needed to be turned in. She said I would just need to go into the store to find out. It was not only her tone and lack of ability to help me, but her flippant attitude was extremely snooty and rude. It is hard to image that this type of employee could represent a large company like Cox. I have two Master degrees and this "teenage, flippant attitude" was as about as disrespectful as can be. Very disappointing.

This is second week that I have tried watching the NASCAR cup race and the program is breaking up. The other channels on my TV work just fine so this tells me it is you! Fix the problem. It happened on June 2 and now June 11. I watched the xfinity race yesterday and it was fine so fix it please If I need 350 This irritating in this day and age with the availability of quality TV. Do something Do something If it is this way next week I will be more upset than I'm am now. I am an old lady and you made me angry.

I have had Cox Communications for over a year. Never had any issues with how much internet was used. Now I am being charged for going over my internet, in which I just found out that I even had. It is already enough to try and have unlimited data with a cell phone company, now I have to be in fear of having to pay extra everyday now. My whole house runs on internet and everyone in my house is in school where classes needs to be accessed everyday. All gaming systems need to be hooked to internet and so does the laptops we have. I don't think that it is fair to have a data cap and then be charged 2 late fees each time you are late. That is just crazy. Then when you call in about it, no one knows anything or they sound like they don't want to be a work. Then in the middle of conversations, you hear a new voice because you have been transferred. I am not sure if this whole data cap is just a trial but I really feel that with the way technology is going and how everything requires internet, that data cap should not even exist. It is going to cause a lot of unhappy customers such as myself and a lot of complaints.

We are trying to get WiFi and Fax at a new build location (building a new house and builders need wifi and fax line). We first called on 5/23/17 to get set up - Order conf number [protected] - no one showed. Then we rescheduled them to come out and he came out and said they thought it was service being moved and they couldn't do that- we called again and it was a miscommunication with the people contracted with cox. Got it set up again for today - they came out and now we are being told there is no power close to site and that a poll would need to be set up! The technician said he would tell our builder when that would happen before leaving and left! I am back on phone and still we have no service and are waiting again. This is beyond frustrating and honestly unacceptable the time this is taking.