Cox Communications
Reviews and Complaints

04-22-2017/ 001 6610 [protected]/ I just got my new bill in from cox, last month it went up 20.00 this month another 30.00 dollars. They give you no warning of increases, my bill last month was 206.39 I sent in 186.00 leaving a bal. Of 20.39 saying I am not paying any more. Their response was past due 20.39 pay immediately or they will cancel my service. The same thing happened two years ago. I could not get my bill lowered until I sent in a complaint stating I was switching to verizon. I got a call back from this very nice person named lisa. She said to call her back march 2017 she was in the resolutions dept. I have tried to reach her, cox tells me no such dept.. The only way you get help is tell them your going switch then they can't do enough for you.

I have so many, many complaints. Cox refuses to give the most basic training to their employees. How many companies' employees will never give their name or id number upon being asked politely over the phone? Upon being asked over and over and over and over again? Why when asked the very simplest of questions such as "what is your toll free 24/7 technical support contact number?" do cox employees always give you an answer that has absolutely nothing to do with the simple question you have asked? Why would you ever want to talk further to someone who is 100% incapable of listening? Why do you have to ask dozens of times before you can talk to their supervisor or manager? Why must they waste 1/2 hour of your time trying to verify that you are a customer after you tell them your very simple question (Needing a 24/7 tech support number for someone else not capable of calling) and not be able to write down your 4 number address correctly, not be able to listen or verify the correct spelling of your street name which is actually very easy, not be able to listen to verify the correct spelling of your 1st name, not be able to correctly look up your cell phone number to verify that you are a customer? If they could have done the last correctly you would not have to waste so much time giving all of the other info repeatedly as the customer service agents they hire can't understand the most basic, simple english.

Worse this whole incident arose as cox was doing technical work in the field so everyone was having connectivity issues. Cox detests its customers. Otherwise they would have sent everyone who might be having connectivity issues due to their technical work a warning or information email. Did they even try to make contact with their customers? Of course not. Cox hates their customers.

Despite being told repeatedly to stop harassing me I have been constantly bothered at all hours of the day and evening by cox salespeople banging loudly on my front door. I had to disconnect the door bell (Not good as there have been emergencies) as I was tired of being woken up over and over and over again by cox salespeople when I was way, way, way too sick to answer the door. Of course no matter how seriously ill one is you never know if it's a neighbor with a medical emergency needing assistance. Always it was cox salespeople littering the condo complex with literature no one wants.

Cox has a monopoly. Wish they would go out-of-business as I have complained repeatedly about these exact same issues to the exec assist to the top level executive office. Think anything was ever, ever done to correct any of the problems? Lol. As I said cox hates its custormers.

Our back door sensor for our home security wasn't working properly and had to be bypassed to secure our home. Set up an appointment for technician to come in the following morning from 8-10am. Technicians showed up (seen through the window) and parked in front of our home then left without knocking while we were waiting inside. Called customer service to find out what was going on and the importance of having our family and home secure. After speaking to field supervisors and others no one was sent to our home. We were given the "I don't know" etc. No one new anything. We asked for a call back before supervisor left for the day to give us an update about getting someone to our home...and of course no call back. Customer service was the lowest, as no one can understand the importance of home security at cox. Looking into another provider as cox showed us what customer service and home security means to them.

This problem has been going on for 3 years. My internet either, doesn't connect, runs slow, or some other problem where I need to call in. Technician after technician has come out (I would say at least 10-15 times, each time fixing the problem momentarily. I've had lines changed, modems replaced at least 3 times, senior technicians assigned and so on. I have been very patient because generally I'm not a complainer and I understand things aren't perfect. Most recently I realized I've been paying for 50 mbservice and only getting around 20. Yet another technician came out. He seemed knowledgeable and he checked all the lines and equipment. He came up with the resolution that there is too much internet traffic and there isn't a problem with equipment or lines. Basically I'm SOL and even though I've been paying for 50 mb service I will only be able to get what I'm getting. I called Cox to downgrade my service which the kept my service and lowered the price. Then I get overcharged and I have to call back. I get my credit and a week later I was charged double what I used to pay. I called in and found I was charged for the technician visit. Another credit was applied.Then, 3 weeks later it shuts down completely again. I call in and another technician is scheduled. At this point I realized I have given $70 something dollars a month for YEARS and I haven't got the service I've been paying for. I feel I deserve my service to work and at least a few years worth or credit for never being even able to preform like I was sold that it would. Not only is this frustrating but I feel like I'm being pacified while they take my money.

Here's the transcript from my call with cox last night when everything went out. estimated time to reinstate - 5pm, pst. actual time of reinstatement, 1am the next day. totally unacceptable.

General info
Chat start time apr 11, 2017 11:44:06 pm est
Chat end time apr 12, 2017 12:00:14 am est
Duration (actual chatting time) 00:16:08
Operator raymond h.
Chat transcript
Info: thank you for choosing to chat with us. an agent will be with you shortly.
Info: welcome to cox live chat support. my name is raymond h., it's my pleasure to assist you today!
Raymond h.: hello john.
Raymond h.:
Good evening.

Raymond h.:
I do apologize for this inconvenience.

Raymond h.:
I'm happy to help. let's take a look.

Raymond h.:
To better assist you, I will need 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.

John whitcombe: thanks raymond. [protected] john d whitcombe, 261 rocky point road, palos verdes estates, ca 90274
Raymond h.:
Thank you for all the information you have provided me. this will take me a moment while I look up your account information.

Raymond h.:
I verified the information and right now there is an outage in your area which is affecting other customers as well, currently, our technicians are working on the outage, as you are a valuable customer to us I hope you understand that we are here in order to solve this as soon as possible.

John whitcombe: raymond, I know there is an outage. I am asking about the nature of the outage and steps taken to address.
John whitcombe: at present, because of the outage, my house is insecure, my phone is disabled, my alarm system will not communicate with police and my cameras are not functioning. this is a serious problem.
Raymond h.: I do apologize for this inconvenience.
John whitcombe: what is causing the outage?
Raymond h.:
Hopefully this will be resolved soon.

John whitcombe: what is the nature of the outage?
Raymond h.:
That information was not provide in the report sorry

John whitcombe: please find a representative who can answer the question.
Raymond h.:
The information is not posted in the field report, unfortunately, this is the report that all agent get just said we have an outage and they are working to resolved the problem as soon is possible.

John whitcombe: how can I get a transcript of this conversation?
Raymond h.:
Click in the + icon

John whitcombe: unfortunately, the cox home security is a failure. I hope cox tries to make this right with customers. at $350/month, very poor support. internet has failed all day.
Info: the chat transcript will be sent to: [protected]@gwtllp.com at the end of your chat.

I've been trying to get someone out to my apartment for 3 days now. Someone was supposed to come by 4/7/17 to set it up. Someone canceled my work order. I paid $75 to have someone set it up so why did I have to go to the cox store and get the self installment kit. Called still don't have internet. Was supposed to have someone check the connection 4/8/17. They called my boyfriend instead of me where I am the the account holder. I have no idea how they got his number. Today, 4/9/17, a technician was supposed to come out between the hours of 8-10 am to find out why I still don't have internet and when I call they tell me that no one is coming to my apartment until 1-3. This is ridiculous. I have work that I have I do on line with deadlines in 3 days, I do not have time to play phone tag and still not have the service that I paid For.

I called cox at 6:50pm today and spoke with a rep name Kelsey ID#34388 and she was extremely rude .I called to see if i could get a payment arrangement on my bill because service had been suspended and i didnt want them to come out and completely disconnect it at the pole so i called after work to see if she could set a arrangement up however she was extremely rude stated she spoke with me earlier and she not setting up an arrangement until the past due is paid and services couldn't be restored however i never asked to restore service i just wanted to make sure they were not going to come out and disconnect it at the pole I never spoke with this young lady today but she stated i did and had a nasty attitude and perceived to hang up the phone.Please check the call log because i literally had not called cox today and spoke with her.she was extremely rude i never received such bad customer service and if this is how you guys treat your customers i never wanna do business with yall and will be sure to tell other never to do business with yall either also they can disconnect the service completely and i will go else where because this is just ridiculous with agents speak to people in this manner maybe she is mad because the bill is past due but I have had health issues and wasnt able to work so i just started back working and I will pay the balance in full next friday and would like them to disconnect service at my residence for good

I returned my Cox DVR to the Cox store located in surprise Arizona, per our agreement when I cancelled my TV service. Now I am being charged 350$ for equipment that I already returned. I called Cox support and they can't get ahold of anyone ant the store and I can't either. Horrible business practices. No one cares at this company. Shady and illegally Operation.

Don't ever subscribe with Cox! This is a fair warning. They're out to get your money, and that's it. I disconnected my Cox service because I moved to an area they don't service. First of all, when I called, I made myself very clear to terminate my service but instead they put 'transfer service' in the system. I found out about it as I was returning all the equipment to the local Cox office. The local store fixed it in the system and even told me that they will give me a credit of $55 that I will be receiving in about 4 weeks. I made that phone call to stop my service a month ago and today, I got an email saying my payment didn't go through. WHAT THE HELL! Why would they try to bill me a month after I stopped the service? I'm telling you, go with other cable/internet services other than COX. They're aweful and they will guarantee to take your money and raise your blood pressure!

To start, this will be my last attempt I make to pay for Cox Services received for January and February 2017, but not before these bills are corrected to reflect the 2-Year Pricelock Guarantee, begun January 2016, that you have thus far declined to acknowledge. Due to your lack of concern on this matter, to include the poor/intermittent services received, and damages to my property, I am no longer a Cox Customer, and all equipment returned. I have already contacted an attorney regarding the damage to my vehicle resulting from the negligence of one of your installers, and was notified yesterday, 3-15-17, by one of your billing representatives, that if I do not make payment to my bill, as is, it would be turned over to a collection agency. I have attempted to get the billing issue resolved for over two months, and that should have been ample time to have this matter resolved, but instead my services were deactivated completely. I can be contacted by calling [protected], or by return email. Any further actions taken by your organization that have a detrimental/derogatory effect towards myself, will result in these matters being resolved through legal action.

I ordered a change in service on Feb 6th because of a cross-town move. On Feb 22nd I called requesting that my existing phone number be transferred to my new address. I was told that it would take up to 48 hrs (when I placed the orig order, I was given the impression that it would be a matter of minutes). Then on the 24th I was told it would take 24 hrs. Then on the 27th I was told it would be another 5 business days. Now on Mar 14th -- NOTHING has been done, other than a series of false promises. Apparently their staff will just LIE to a customer

I called to future disconnect my service as my contract is up two days before the end of my billing cycle, they disconnected me same day so I called to reactivate and they put me on a new billing cycle and are telling me I'm past due. My bill for 2/22-3/21 is due 3/16 and not only are they charging me for that cycle they are now saying it's past due plus trying to charge me at a new rate (non promo rate) from 3/6-4/5. They charged me reactive fees and a late fee...
Not only are they now double dipping but they are charging me at a rate I never agreed to. I'm so disgusted l, I've wasted hours on the phone.
How is this legal?
I'm not paying anything not due to these incompetent ###.
I've already reported Cox to the BBB.
We should all do a class action lawsuit.
Cox needs sued by all of its current and past customers, lets cost them the millions they are trying to cost the American people on a regular basis. They are thieves.

I am furious right now and just want to throw my tv because of your service. I was just on the phone for one hour and then got hung up on after I asked to get transferred back to the loyalty department because I was told a technician would come out for free then the it department said it would cost $75 because it was our fault that our box was old and because they couldn't solve the problem. Great customer service cox Class A company. YRAH right. You are the worst service I have ever felt with and dealing with suppliers on a day basis that is saying lots. Worst part is that there is no one in cox that I can complain to because their website for customer complaints is done. That's one way of ensuring that you will never get any bad feedback.

I noticed my bill increased this month due to a regional sports surcharge. I do not watch any sports. When I called Cox I was told that I couldn't remove the charge that it was applied to everyone. Why am I being charged every month for something I don't use?! The charge should applied to those who have the sports package. I've never watch sports on TV yet I being charged a fee so others can watch sports! It's unfair. I wasn't notified about the surcharge until I received my bill either. I should have been notified before and given the option to decline.

Walking home on the sidewalk to find a Cox Service truck backed wrong into a directional parking space that seems too small for the vehicle size. The tailgate is overhanging more than half of the sidewalk width. There are no cones that would warn anyone of the obvious hazard and handicap person wouldn't be able to pass by without an issue. There is no limitation parallel parking in the area that would eliminate this issue with this truck. It is not the first time this vehicle has parked like this but this incident is the worst.

Thank you

I am have been having great difficulties with my Webmail for about 6 months. As I am speech impaired, I have attempted to utilize the Cox "live chat", without success . The current problem is, I can open my webmail, when I click on Reply, I can't reply. I have taken my computers in to a repair shop, they said that Cox has been having this same issues with other Cox customers. According to them, it has to do with the Cox HTLM code or something to that effect. All that I'm looking for is be able to use what I have been paying for.

I have been a cox customer for 1 week and i am already unsatisfied with my service. When i signed up for cox my original plan was contour tv. I received my bill which is due in a couple weeks and my plan have been changed to cox tv essential that is more expensive with less channels than the plan i originally selected. I spoke with the loyalty department on February 15th and someone was supposed to come out the following day between 3 and 5pm but never showed up. At this point I'm on the verge of cancelling my service.

Since June of 2015 I have had Cox internet service and had a bundled package set up for the premier service. Over the course of the last two years my internet service is consistently up and down daily and at times slow. Today 12 Feb 2017 a technician came out again to check my service and informed me that the modem installed is not capable of reaching the speeds I have been paying for. I am extremely upset over the fact that Cox has been accepting payment for services that I was not capable of reaching for the last two years and they offered me a $54 credit. This is highly unacceptable and I feel that I have been cheated. Whether this equipment was installed inadvertently or not is irrelevant. Taking payment for services I have complained about to Cox while they had the ability to see the improper equipment has been installed the entire time is foul on the part of Cox. Especially when they offered the package for premier speeds and set up the equipment to be installed knowing the equipment installed could not reach the speeds in which I was paying for.

A friend of mine is an elderly widow. Her bill for the bundle (TV, internet and phone) just went to over $190.00 a month. They say she has the Bronze bundle. When I look on line they are offering the Bronze Bundle to new Cox customers for $90 a month, $100 dollars less than they just raised her bill to.
This should be against the law.
This is not just happening with Cox. Every one is doing this: Comcast, DirecTV, Dish, AT&T, etc.
I am tired of these companies punishing their loyal customers and giving these huge discounts to people who bounce around to different service providers.
Perhaps if they level the prices out and give everyone the same, they can do away with this "Robbing from Peter to pay Paul" type attitude.

I've been a customer for several years (There's no choice in my area.. Cox is sole provider)

And between the price increases, the poor service, the bait/switch (They count the hd channel lineup (Which is exactly the same content/channels of the regular lineup) in their listing of number of channels for consumer viewing..In reality it is half that.. )

Changing the service so that they increase the prices by now requiring boxes on every tv in the house (Of course at separate prices.. So if you have 2 tvs, its now double the cost)..

The latest is an unannounced price gouging..

Cox calls it broadcast surcharge and regional sports surcharge
(I specifically don't subscribe to sports channels.. I do not want to pay for something I will never use and I definitely don't want to pay surcharges for that which I never asked for nor signed up for in the first place)

None of these additional price gouging is even communicated to the customer via any notifications.. It just shows up in the bill!

When I go to the customer chat upon seeing this price gouging and new 'surcharges' on the latest bill.. The only answer on their customer service chat is this where the agent admits that it is not in my previous bills and I was not notified

"i don't see any notice on your previous bills. I do apologize for this inconvenience"

(Hello.. It is an overcharge and price gouging.. Not an 'inconvenience'.. I asked to have the charges removed)

What was the response from the chat line?

"i can't remove it. The only way will be by removing the tv essentials pack"

(Since when is the sports channels now in 'essentials'? That is also not what I signed up for at all! They never were part of my lineup)

Again.. I told the agent to remove the price gouging overcharges

Here's cox's reply..
"keep the pack and keep the charge".. "i can't remove the charge. "

Then there is the fact that they are doubling down on this price gouging.. By not just putting it as a line item (Which is only on the printed bill.. Not in their system (Cox even admits only some customers are being gouged in this manner.. That means me) )

By putting this 'surcharge' also in the taxes section of the bill.. So now instead of this..
"broadcast surcharge $4.00 and regional sports surcharge $4.00 for a total of $8.00"

That is also added to the taxes portion of the bill..

(Meaning that the nature of this new price gouging is increasing the bill a total of $16 per month.. Yes, per month!)

And what was cox's reply here?

"we introduced the surcharge to better enable customers to track how the increasing costs of carrying sports programming drives the total cost of their tv service higher above and beyond what would normally be reflected in periodic rate adjustments"

(In other words.. Intentional defrauding and price gouging of the customer.. No notice at all to the customer.. And they don't care that they are gouging the customer)

So.. By doing this.. Cox increased the taxes portion of the bill by over 21%.. They doubled down on this gouging and defrauding customers by an additional 6% on the tv service with unannounced surcharges..
Defrauding the customer by counting the same channels of broadcast twice (Meaning that their lineup is half of what you expect.. )

And even with the required box now on each device - - only half the line-up is available at any time (And the quality of the tv service is poor).

Add on top of this the lousy customer service and refusal to stop gouging customers with increases