Cox Communications
Reviews and Complaints

My name is Jackie Woods who on November 3, 2016 was told that with a new two year contract my payment of $135.77 would be set for duration of the two years. At the very end of the proposal to me the Representative said that I would need to call back on November 18, 2017 or sooner (October) to ask about getting my payments possibly less than what he was now offering. After I hung up I noticed the time for me to go to a doctor's appointment. I then followed up by calling Cox asking Marissa to clarify with me the need to call a year before the end of my two year contract when the contract confirms the two year payment of $135.77. Marissa at first denied that there was any info on the promotion I had just some 45 minutes ago accepted. I confronted her with the fact that everything should be recorded and she should be looking at the notes. I then asked to speak with a manager. Marissa returns and by a miracle sees the note for $135.77 but not for a two year contract. Again, I asked to speak with a manager. Jeremy comes on a presented himself as a manager. I gave Jeremy the story and then demanded that the misleading promotion be dropped from my account. Jeremy refers me to the local office. The local office on 5441 E. Broadway 85711 representative Cesar was no help at all and in fact told me that if I dropped the promotion my payment would go over $200 dollars. I demanded to see a manager and Heather DeVera comes over. Heather listened to my concerns and immediately took care of my request of returning my account back to where it was (put Humpy Dumpy back together again before the promotional offer). I told Heather that I have had Cox since 1988 and will make my mind up as to whether or not to keep Cox. Heather then took my payment of $155.77 down to $145.10 awaiting my call with no new contract involved.

I have a $800+ debt for cable service, but I was incarcerated from [protected] I have a VDOC state number to prove it would've been impossible for me to order and receive anything, please remove this debt form your records and notify transfusion, equalfax, ect. of the fraud and removal.

My name is William A. Hilger. I presently live at 4716 South 153rd Street, where I moved on 9/9/16 from 9804 Nicholas Street. My main telephone # is [protected] and my land-line is [protected], but service on those phones is difficult because of my advanced hearing problems.

I have been a Cox customer for many years. Their TV and internet services are quite satisfactory, but I have a somewhat unusual request for how I might be billed for their services, since I am almost 86 years old with the usual health-related idiosynchroncies. I pay for more than one service at more than one address using more than one credit card. They adamantly and arrogantly refuse to satisfactorily handle it, seemingly feeling that one system should suffice for all customers!

Specifically, I request that I be sent a paper billing for EACH bill that they enter for me at my credit card companies and on the internet, even though those bills are for other people's bills at other locations. I have more than enough assets to paya those bills and they are seldom paid late, but my personal records get tangeled up without paper bills to bakc them up! I can not adequately hear and properly respond to telephone calls, and only can do so with US Mail or e-mail corrrespondence! This seems to them to be an undoable and unbearing difficulty for them!

My service went out, talked with 4 different so called tech's. well the last scheduled 2 service calls. Then the system canceled, my service call because there were 2 of them.
Excuse after excuse, this company suck more now than it did 15 years ago.
Now I'm told I have to wait for another day to have them bring out another cable box. How lame do you have to be before you know you SUCK !

Andrea oliver
Account number 001 8610 [protected]
Service at 4211 walnut glen drive, las vegas, nv.[protected]
Phone number [protected]

I have had service with cox for over 19 years. My problem started over a year ago when my husband retired and we needed to cut back on some things at that time. I called up cox and informed the representative that I needed to change to a less expensive package. The package I had at that time was cox tv essential at a price of $75.99. I was told they could make me a customized channel list. I told them I was primarily looking for around 50 channels to include the history channel, tlc, channel 34, the travel channel, and local news channels. They told us we would need to turn in our dvr and they shut it off. We went to the office and turned in the dvr. All the tv’s in the house did receive 50+ channels and we thought that we were on our way. At the same time we also told them we were having internet problems. They sent out a technician and we were told it was an outside cable and that it was fixed. A little time went by and I had to call again and was told to take my modem to cox and exchange it for a new one. I was told they could see where the old was restarting over and over. We took the modem to cox and exchanged it for a new one. A little while passed and I had to call again with the same problem, only worse. My wi-fi would come and go repeatedly. I have a smart tv and it would show the signal going off and on and it was occurring with my phone as well. I called again and they sent another tech out. He changed some wires and looked at my connections and the tv's and said the signals were all green and it was fixed. So, now I had a new modem and new wiring in the house. The only thing that wasn't new was my wireless router so I also replaced that with a dual band adc1200 wireless router. That did not work so I then went and bought a new wi-fi extender to create a stronger signal, and this did not work either. I have the combined package with phone, internet, and tv.
It was now getting so bad that I could no longer use my smart tv to access the internet. Recently my telephone has been all crackly and no one could understand what I was saying on the other line, and the signal to our cell phones would constantly fail. I went online for help and I tried everything. Then I came to the speed test. I was supposed to be getting up to 150 mgbts but my reading was 12.68 and for downloads 11.66. At this time my husband did several speed tests, sometimes he would have a reading of 30mbs download sometimes 9.8 and on occasion, 50. 50 was the highest we were ever to get.
That brings us to now. Friday july 29, 2016 my husband (Fred) went to get our bill to get the number to call cox again. He noticed on our bill that when we turned in the dvr they did not change our package and we were still paying for the tv essential and not the lesser package. So he called cox and explained what happened on the tv and again discussed the cable. He told them we have never had 200 channels since turning in the dvr and our tv’s only have 50 channels. They asked how the tv's were connected, and he told them we had all flat screens and 1 smart tv that they were hooked up with the cable going straight in to the tv. They then told us, well that's why. They said we needed cable boxes to get the 200 channels. No one ever told us we needed boxes but we asked for them to downsize us to 50 channels and that is what we were getting. We thought everything was good, and they looked back to where we turned in the dvr and could see we never received any boxes. We were never told we needed them. So we asked for the cox advance tv economy package and was told that they were discontinuing that package with 50 channels and had to get the more expensive cox tv essential and needed to get 2 boxes to get the 200 channels we don’t really want but the entire time since we turned in the dvr cox has been charging us for, so for over a year we paid for 200 channels we did not have and that was it on the tv.
Now we come to the high speed internet. I also informed them everything that I have included in this letter regarding the internet speed problem and about what was done and found. He said that he would have a tech come out saturday, july 30th 2016. This phone call was over 2 hours long. I asked if there was any way that I could possibly get some compensation back and he connected me to a girl named denise and I told her the whole story. She informed me that she could only give me $186.00 credit and I told her that I spent over $2, 000 on services this past year with cox and my internet does not work correctly, and I was being charged for 200 channels that I have not had in a year. I asked to speak with a supervisor and she transferred me to an office that she knew was closed. That phone call was about 45 min. I then called back again and was able to speak with a girl named ayana, and again told her my whole story. She was very helpful and connected me with a supervisor named jonas. He was also very helpful, he also said he could only give me a $185.00 credit and said a tech would be out saturday and then another tech would come out to hook up the boxes to the tv's for the 200 channels we were more or less had no choice to get since that was the lowest package now. That call was 45mins. Saturday the tech showed up and said everything was either new or had been changed in the house and was going to look at the box outside. When he came back in he said he took a picture of a kinked line that needed to be straight and was going to show it to his supervisor and they should be out again sometime to fix it soon. He said I had a lot of interference and proceeded to put on modem # 3. He then said all the signals were green and said it was all good. I told him hold on before he left let's do a speed check and it came back at 11.86. His response was that I most likely had too many things hooked up. I told him everything I have was off. He said to try to wire it in instead on wi-fi and I told him we had already tried that and his response was that it was as good as it probably would get. He said I had an appointment sunday to put in the boxes and said he would install them, but my husband told him to give him the boxes and he would put them in himself and had those both hooked up in about 15 minutes. The tv is working but the internet is the same as it has been for over a year. As soon as the tech left my husband called cox once again and this time he talk to a man named dante. He seemed very nice and acted like he was very concerned about the problems we were having and tried to reassure us. He said he had to talk to a supervisor and came back and informed me that he was compensating us and taking money off our bill which was $346.23. He reduced it to $94.04 which we paid with a debit card and the confirmation number is 190443. Dante also told us that he left our file with all the notes and transactions and said not to worry it will be taken care of. He also said if they could not figure out the problem with the internet that they would run a designated new line for the internet and that his supervisor would call me first thing monday morning. I also asked him to send me an email with all of our arrangements and that my balance was zero and he said all I had to do was go in to my cox account and go into pay bill and it would be there. I did go into my account, it shows I paid the $94.04 but still shows a balance is $45.67. Again, I paid over $2, 000 last year for channels I did not have and internet with 11.86 download speed when I am supposed to have almost the highest internet and I am sitting here today monday 8/1/2016 with horrible phone service, internet that is unable to play movies or connect to my smart tv and still paying over $200.00 a month. Dante's supervisor has yet to call, there is no tech capable of finding the problem and I feel like I have just been going in a circle for over a year. I don't know how many hours my husband and I have had on the phone with cox or how many hours we have had trouble shooting with the service and equipment of cox, not counting the new wireless router and extender and my internet continues to go in and out as i'm trying to write this. We are sorry this letter is so long but we have told cox this story and problem for over a year. We are both in our 60s and just want the service we are paying for to work. We have been with cox for 19 years and anything you can do to help us alleviate this situation would be greatly appreciated. We are sorry to say that since we have tried over a year to get our internet repaired, and if we do not have some response or preferably the problem rectified, we will have no choice then to cancel our complete service with cox.

Thank you,
Andrea and fred oliver
Http://www.Speedtest.Net/my-result/5521391811

Last month I paid my bill in store with my card. The payment somehow went through to the card on file instead (Ex roommate). The representative made a mistake and applied the payment to the card on file instead of the one in hand. The payment was then cancelled by my ex roommate and I had to call and make another payment over the phone. Long story short I was charged a $25 dollar return payment fee. This was a mistake made by the employee not myself. I contacted billing and talked to the supervisor named trudy. She was extremely rude and didn't help correct the issue at all. I could not even explain what was going on without her interrupting me and telling me that there is nothing she could do. Is that not your job as a supervisor? It was the worst customer service I have ever received. She talked down on me and treated me like a child. If I have to take the time out of my day to fix a problem that was made by the employee then I expect to be treated with respect. Trudy was the rudest person I have ever talked to! Someone should teach her some manners and how to do her job. There is no reason I should call customer service and be treated with such disrespect and not get my problem resolved. As of right now the problem still is not resolved and I am a very angry customer. Thank you trudy for all the help and ruining my day!

Price Lock my @$$. Rate went up more that $30.00 after a year. Here is my agreement we were sent when I signed up.
Price Lock Guarantee
You have entered into a 24 month service agreement with Cox starting on 05/16/2015 in which you agreed to keep Cox Digital Telephone service for the service agreement term. During the service agreement term, Cox agreed not to increase your rate above the non-discounted retail rate as of the date of the start of your service agreement. Those services price protected under your service agreement will be clearly identified on your next Cox bill statement.
If any of the Cox services below are disconnected or cancelled for any reason within the 24 month service agreement term, you will be charged an early termination fee, which will be decreased each month you remain in your service agreement
Called customer service and they said the price hike was because of the so called non-discounted retail rate had went up. When I signed up I asked numerous times if the rate was for 2 yrs and was told YES every time. I worked for GCI in Alaska for many years and a promotional rate meant that your rate did not go up for the time the promotion was in effect. COX is doing something illegal as far as I see it and will be contacting the FCC and the BBB.

Cox cable sells lies and defraud their customers out of their money. They say one thing over the phone about what services (which don't work half the time)they will provide for what price for how long. Then in so small print you need glasses to see you are secretly locked into a two year contract. They say your price locked in (which you pay almost $14.00 for and they still raise the price on you)and well your not. I have called every month about my internet and cable not working after the first month. They never credited my account when my services were not available to my family. So this month was a year and bill went up$35.00. I was told it's because my year was up but I am locked in for two years and I can stop services with them with an added $110.00. I am not even sure how they get away with treating people as they do? I am writing and call the BBB and some government agency about Cox Cable.

My internet service was shut-off today. Because my credit card was recently replaced I though it could have been an issue with the auto-pay. After spending 15' in the phone with a clueless CSR (he asked my phone number twice and after I asked him to repeated back to me -since he couldn't locate my account, he places me on hold and comes back after another 7' asking for my phone number to locate my account- )the systems are down he keeps repeating. At this point I believe him because nobody can be so dumb.
After verifying he was looking into my old account (why do they even bother to offer you to transfer service if they can't manage it) he tells me everything is in order and he will transfer me over technical support, another hold nap until this sweet southern welcomes saying that their system is down too (and I wonder if this company can't even keep their services running how are they gonna fix mine? Anyway after performing the know ritual dancing around the modem and scarifying another 10' maybe? She seemed to have been possessed by some spooky demons, since she start repeating like a brainless parrot zombie "you need to call this number and there is nothing else I can tell you about this account?! Mind you I've on the phone on an off for over 40' at this point verifying everything but a PIN number that I have never set up to begin with.
I do call the freaking number and off course I waste another 10' to end once again verifying everything, going one more time over the fact that I have not set up a PIN number, that the system verifies my account with the last 4 of my SSN and that no, I do not have the one setup by default in my paper bill because I have never gotten one, I chose paperless bill when requesting my service over the phone (why I have to keep explaining this to them at this point I know more about their operations than they do?)
Anyway, the a*** (sorry there is not better adjective for this as***le) starts reciting all this over-rehearsed pseudo-legalish crap that maybe once started like a disclosure to at the end of a 25' call recognize they have been sending very important legal information to an email account that THEY setup for me without never telling me instead of the one I provided and is my only email in my account, same in which I received all my *Thank you for your payment* automated crap along with their spam from hell which you can never successfully unsubscribe from.
Bunch of freaking idiots, having a teenager treating to sue you as CSR, lucky for us AZ does not require consent from the other party to record a call so there you go. Have fun with my BBB complaint cox.

Tomorrow will be third time that I will return and replaced my Cisco DVR from Cox cable. This stupid machine has been a headache for us and our family for a long time but no one at Cox cable has been able to figure out on how to fix this problem. For several times a day, the DVR without warning will reboot by itself and will come back on after a few minutes. We pay extra to be able to record programs on it but every time we return it back for a replacement, all the show that we previously recorded is gone. For many years Cox Cable pride themselves with their pro active customer service but if the problem is equipment and they have not done anything to fix it for several years now (but continue to sell additional equipment like the mini digital boxes), no matter they have the best customer service in the world, they simple suck!

My name is Matthew im disabled and on a fixed income. I was wanting the sports package special you advertised for $7 a month added to the package i already have but im told i cant have it unless i go up a level that means i have to pay $46 a month more to get the package everyone else is getting why am i being punished for having the lesser package im a elderly person all i want is to be able to watch the nba playoffs. Justin one of your chat people was rude to me and disconnected me without saying anything he just said i couldnt get it and disconnected me is this how cox treat the elderly or any one as for as that matter. Its not right if im willing to pay $7 a month more to get the package why deny me that you are still making money why make me go up a package t o enjoy the the special. This happened on 5/14/2016

Just realized I have been charged since August for DVR service I never ordered. Cancelled those services log time ago Nov 2014. Theft and deception. I have made many, many payment arrangements and have been shut off anyway. April 2 Man assured me I would not get shut off see payment arrangement for Monday Shut me off that night. Not the first time not the 10th.. I have had many reactivation fees taken off over the years. too many. Even after being reassured it would not happen. I have to borrow money to get my service back and they screw up my finances. I want credit for the DVR charges. I have been a customer for 10 yrs.

I complained cox many times that I have been having problem of very poor speed (3-5mbps) for three months which should be 15mbps. For the 15mbps speed I initially paid $34.99, it worked well. Then after one year they increased it to 54.99 and again after two months $56.99 for the same speed (15mbps). Since they increased the price I never got good speed (maximum 10mbps and average 7mbps). For this, I also complaint many times to customer care they always suggested to plug out and in the cable but it never worked. Finally, after three months tech visited and told about the broken line connection. So I had to pay ($56.99 X3) for poor speed and also reason for causing the frustration.
I ask cox to upgrade my service essential to preferred for 12 months and for the same amount $56.99 as I already have paid lot for no speed.

I had Cox services for six months in Tucson. They were the only game in town until Century Link came in with their fiber optic grid. I endured six months of lousy service. Pixellated TV screens, Internet slowdowns and random outages, being on hold forever, talking to someone who didn't speak English - it was maddening and nobody at Cox gave a hoot. So I finally switched a couple of weeks ago and what shows up in my mailbox? A final bill with a $192 early termination fee. I haven't decided how or if I'm going to pay, but I'm thinking a box full of coins might be in order here.

Over price, under deliver then charge early termination when the dissatisfied customer finally bolts. Helluva business model.

I have been calling and complaining about very slow internet speeds for over three weeks. I pay for high speed service and I'm supposed to be getting 150mbps and when I first called cox I was only getting 4mbps. They came to my home and changed every cable in my home and the service tech even fell through the ceiling of my house when he was working in my attic. A claim was filled for the damage and I have yet to hear from cox about fixing the giant hole in our guest bedroom. I have had more then a dozen techs and 3 supervisors at my home since and they replaced the cable from my home to the pole down the street and still horrible internet of less then 35mbps which by the way is the fastest I've received to date. Every time I call I get the same song and dance about lets reset you system and do a reboot. I have the fastest modem on the market in an Arris 6190 SURFboard with 32 channels and my router is a Linksys MAX Stream. Now the part that upsets me is every time a tech or supervisor come out to my home they tell me they need to refer my problem back to maintenance because they can't figure out why my signal is so bad and that I should hear from someone in 24hrs only to never hear anything and when I call I find out my ticket has been closed out like the problem was resolved. I'm fed up with Cox service and all the lies and crap they keep feeding me. I called and filled a claim for a refund and was told I would hear from someone regarding the claim within 72hrs and wouldn't you know its been a week and no one has ever called.

So first of all, about 10 days ago, my internet got cut about a week before my bill was due and the only explanation I received was that if I wanted it back, I had to pay $50.99 that were due immediately (total bill $93.49). I had no choice but to pay these $50. Then I went to my bill to pay the rest when it was the due date, and OH SURPRISE, they say I owe $195.99 from past bills not paid and then added a fee for TV reactivation for $20 ! I printed all my bank statement that prove I damn well paid my bills each past month ! And on the cat window, the agent was keeping telling me I owed the month of february and that there was a late fee, then the reactivation fee...but the TV was never deactivated ? I am honestly so sick of their shady business, thank God my contract is over and I will take my business somewhere else. What a shameful company...

I ordered my service online and selected my custom package I ordered 4 mini boxes and 1 contour cable box no DVR. Basic phone service and internet service. My package was 119$ and change plus additional tax, surcharge etc. When products were installed all the boxes were the same but I never saw mini boxes before so I trusted that is correct. I paid my bill which was over 293.00 before due date and it appeared like a bunch of installation, taxes increased and next month would be accurate. When I called in to complain about my internet being slow, and disconnecting I asked about my service and was informed I had the highest premier bundle package available. I would not do that, I couldn't afford that. The rep in the loyalty dept. was rude and my hold time was well over 2 hours all together. I was told that the mini boxes were not yet available in Nevada and that I was upgraded to what was available in my are. How can the be legal? I did not authorize that and the rep accommodated my needs by removing the 4 boxes and ordering 1 dvd for downstairs. I asked to be sent to billing for the credit I was overcharged for of 43$ and change for the upgraded boxes I DID NOT CONSENT TOO! After holding over 20 minutes was offered a $20 courtesy credit. NOOOOO that is unacceptable I did not authorize the upgrade. Horrible that Cox can get away with this. With the live streaming availability they should cherish the customers that do want there service before they are obsolete like Blockbuster Video!

I have been contacting the technical services department for over a year. One of their techs told me the stump outside my rental needed to be replaced and I am still fighting with Cox to get them to fix their cable issues. There is so much feedback I loose telephone service and internet services routinely and it is unusable.

Is it too late for Cox to reconsider transition to “totally digital” signals? Cox cable has just lost what I believe is their last advantage over the satellite companies. By scrambling all the signals and requiring at a minimum a minibox on each TV they have taken away the cable ready feature of TV sets. Satellite companies provide set top boxes for up to four rooms at no extra charge whereas Cox charges $3 or $9 for each box depending on how much of your package you want on each set. The $3 minibox only passes the Starter package channels no matter what extra packages or features the customer is paying for. I waited two years for Cox to run cable into my new subdivision only to face “totally digital” signal transmission a few months after subscribing. I must now seriously consider switching to one of the satellite companies which have the added feature of providing more channels for less cost. The dish is an ugly contraption but we must be practical.

In 2015 Cox used to give access to ALL of the Pac12 markets when streaming on a mobile device or computer. Now in 2016, they are charging the same price and restricting Arizona customers to Arizona and Los Angeles only. The other markets show red-key-icons in the top corner of Pac12's web page signifying that the other (once available at no additional charge) markets are locked out. When I contacted Cox's Tier 2 tech support they didn't know why this changed, said they had several complaints, and told me to email Pac12. Both Cox and Pac12 initially pointed the finger at each other, but I finally got the TRUTH answer from Cox:::::
You are correct. Cox—and all cable and satellite TV providers—choose the channels they want to offer in their channel lineup. The Pac-12 Network has one national network channel and six regional sports network channels. Cable and satellite TV providers can choose to include any (or all) of these seven networks in their channel lineup. Each channel comes at a cost.

Cox subscribes to only two of the seven available Pac-12 regional channels; the two channels that overlap with our geographic service area. Since access to mobile content is based off your Cox TV subscription, our customers were enjoying online and mobile content for the other four Pac-12 regional channels for free.

I am also a big college sports fan, so I can relate to your frustration. I’m sorry that these changes have been so distressing! I have forwarded your posts to our program managers so your voice will be heard.

Becky K.
Cox Support Forums Moderator

****I am utterly irritated that Cox got greedy and only paid/negotiated 2 markets with Pac12 and never advised their customers NOR told their tech support staff, NOR lowered the price for that channel.****
Everyone needs to complain to Cox in an effort to get them to change it back to what it was before!