Cox Communications
Reviews and Complaints

I've already submitted a complaint to COX over a week ago and have yet have heard a response from them. Since I got COX installed I have been turning my TV to where TV Land will come up as 'Unavailable at this time' or 'Temporarily off air'. If I'm watching for over a certain length of time it will tune out to 'Temporarily unavailable' or telling me to 'order' TV Land. Each time I've contacted them, they would have me unplugging the boxes in both my rooms to reset them and pushing buttons. I've informed COX that I'm disabled and it's difficult for me to keep going back and forth from room to room. I got to the point where it became impossible due to my health becoming worse. This has been going on for two years now. I've had representatives tell me they'll call me back after they do a few things on their end but never do. They'll also have me pushing buttons that ended up messing things up more, I always repeat what they tell me to do so I don't make a mistake. Last month I called them yet again with yet the same issue. The Technician still couldn't figure out what was going on and well after a half hour said he was going to send someone to look at it. I find it hard to believe that I'm the 'only person' that has this issue. When the Technician came he couldn't figure out what was wrong and told me that it could be my main box that is causing the issue and should probably be replaced. He went to his truck but came back with a new remote instead, telling me to keep the other as a spare. He then took his tablet and did a few things and told me I had a bad signal and he increased it, then started telling me some other gobbely-[censored] and showed me his tablet and told me some more gobbely-[censored] and showed me his tablet saying "See? It was this way before I did anything." Expecting me to take his word of how it looked or was before he did anything. Nothing that he did resolved the issue, nor did he even bother to check to see if anything did. I pay paperless and am on Auto- pay, so unless I check my account, I don't know if I'm charged anything more. I went to my account the next month and noticed a jump in my bill, when I went to check out my account for an explanation, it wouldn't go beyond a certain date. When it finally did, I discovered I was charged for a Service Charge! I contacted them due to 'I' didn't request a Service Call, it was because 'they' couldn't figure out what they were doing! The Service Technician had mentioned giving me a new box but obviously didn't have one so didn't bother and said he did things without proof he even did. Then on top of it all, never even resolved the issue! I request my account be credited the $75.00 and to contact me but of course they never did either. So now I'm here. I'm going to copy this message so I can submit it to COX and to the BBB and see if something gets done then. After two years of this going on I'm frustrated. I have checked my new COX bill and noticed I wasn't credited for the Service Call that COX did. By the way COX decided to come out and then charge me, it's as though they can just tell 'anyone' that is having issues that they're going to come out to see if they can fix the issue, then not even address the issue, tell the customer they did something they have no proof in even doing just so they can make an easy $75.00 Service Call fee. No offense but I feel what COX did was pull a SCAM!

I have a contract with Cox for the TV for 2 years. Now Cox is discontinuing stations that are not in HD unless I rent boxes for each of my TV's. So in the middle of my contract they will cut station selections unless I rent their special receivers for each TV. They want me to honor my contract while they won't honor what I signed up for. I've dealt with Cox for many years but they finally push me to the edge. This is the biggest switch and bait I've ever seen. Very disappointed in these tactics of Cox. Do they think the public is stupid? Just talked with Direct TV that will have HD on all my TV's with Internet and it's saving me $45 per month. Cox, you have a lot of explaining to follow!

On 02-20-16 I was quoted monthly price while speaking with sales agent. She did not advise me until after bill discussion that there would be $10 a month fcc charge. Then account specialist advised me my monthly bill would actually be $18 more than what sales specialist quoted. Very sneaky and dishonest. Forget it, I'll stick with what I have.

I been having issues with COX customer services... In the past I had to deal with rude person (laughing at my frustration - during a college basketball game, I had few friends over to watch the game but the cable signal keep dropping, saying signal lost, so I called their tech service about the issue, and the customer service agent laughed. I asked for a manager, she put me on hold and no one came back for over half hour... I send a email but nothing happened.)

Today, I got a message from their automated machine, saying they need to talk to me about something important, so call them back... and I did. Before speaking to anyone from the company, I had to jump through automated questions and answers as usual (and did not have the one I need, so selected billing items). It stated my new bill and due date is March 7th (today is February 19th) and when someone finally came on the line, I told her about the message and asked her about what it is about. Her answer is "I don't know, but you probably have to pay a bill". I asked her back when is it due. Without even checking, she flat out "right now". I know she is lying so I asked her check. She put me on a hold, and few minutes later the line got disconnect.

This is COX customer service... crap as usual. I'm paying over $180 per months for three services and this is on going problems with COX. When ever there are issues with their services, they just act as it's not their problem.

Have had Cox cable at this address since 1983-had major problems for years until they removed the temporary lines and yes I did complain then also. Now we have had to get the mini boxes (have 4) and have had nothing but trouble with the signals going out ever since. Got tired of calling and continue to do what I have to do with a representative on the phone in addition to trying the reset/start via phone automatically. Gee several channels still go in and out and am forced to watch what I didn't want to see that night. Since you basically control the cable here and have been in this business for this long shouldn't this be under control considering how much we are forced to pay?

I have Cox Internet. I have had a bad rash of internet issues. They keep telling me it is my modem or router. I have a bag full of new routers and modems. They are all good they just do not want to tell me they cannot give me speeds I am paying for. I have to reset my router at least once a day. Every time I call guess what they say to do, Yes reset my router. I upgraded to the highest package to see if this is what I needed. It got worse and slower. I called. Guess what? reset my router. I have all new lines in my house as when I moved in it had none. The guy who came to hook me up said he could not get in my attic after 10 Am . Wow. ran my own wires in attic while he worked down below. Guess what ? I got a $250.00 plus bill for them to wire my house. All I can say is they are liars cheats and frauds.I Hope we get some good competition for them soon Phx AZ needs it for sure.

Taken advantage of.

I recently moved and set up an appoinment over a month in advance of the move to have cable/internet services installed. The first day of the appointment no one showed. Called customer service and the said the technician said he didn't have the correct bit to intall the cable. I was home during the entire 2 hour service window and nobody actually came to my house. I complained to a supervisor and he promised me the technician would be there at the appointed time. The next day no technician. Get a called 1/2 hour after the appoinment saying the rech would be 2-3 late. Told them to still send him not my problem they can't keep their appointments. Technician nevered showed, no call from him or customer service. Still have no service 2 days after I should have service. I left Cox 3 years ago over similar service to go with DISH. They are just as bad as Cox. Ready just to dump cable completely.

I sign up with cox in the beginner of december 2015, a month ago. As so many of their customers out there I have been promised the moon and the stars, based on their wonderful promotion they had at the time and end up with weeds. I asked the agent over and over to assure me about their price lock guarantee. Every time is been state to me the same think: don’t worry it wont be a penny more. The installation process was horrible not because of the technician, because they messed up my order several times. Anyway …at one point was done properly with the bundle I requested, gold bundle. 6 days later I am able to see my statement: $130.00 overcharged. After several hours on the phone, a very nice manager notice the mistake. She adjust everything and assure me to stay worry free. 3 weeks later I am still overcharged, with $20.00 only – this time for the whole 24mo. This time another manager (I did not have patience for regular representatives anymore) told me that the original bundle I ordered, and an entire country could see this offer online, it did not exsist. According with him, my current bill is correct as it is and they never had the promotion I was talking about. Well I told him I have the promotion printed on my desk. His argument now was that there were two gold bundle at the moment. Actually he tried to convince me that what they had silver bundle at the time, now for him was another type of gold bundle. To make the ugly story short I end up in a big bait and switch trick. All they did was to try to justify the overcharge, because now I had to pay for a modem that was included in my bundle and for an extra monthly service... Etc, excuses.. Excuses... Since I knew their phone calls are recorded because they inform you at all times, I asked my right of getting those records, to prove them that what’s happening now is a big scam. This request made the agent to place me on hold and shortly after according with the agent their system experience difficulties and a manager has to call me back. I cant even imagine how many other customers are ripped off out there. Extremely disappointed. I changed my previous provider after almost 7 years because of a wonderful false advertisement and misleading promotion that they deny it now. Too bad for them cause I have it printed.

We had received a flier in the mail offering a Cox bundle package at a good price with a $200 gift card. We called and a gentleman came out to go over the deal. He told us we were locked in for a certain price for a full two years and that the price he quoted would not go up, period. The service agreement we received confirmed this to be true. Well, after our first year, our bundle price went up $48. When we called about this, (after holding and being transferred several times) the woman informed us that the price went up because of a promo we were receiving for the first year only, but no where in our service agreement is this explained and according to her, they are not legally bound to disclose any promo prices on the billing. So their service agreement doesn't have to show that your PRICE LOCK GUARANTEE WILL go up regardless of what you were told and what the service agreement does or doesn't say. So we are stuck with Cox for another 355 days and counting, lost all HBO channels and paying $31 more monthly. We are VERY unhappy with the Switch and Bait, Smoke and Mirrors and Lies told and will NEVER order anything from Cox in the future nor will anyone we know, I will make sure of that. So much for PRICE LOCK GUARANTEE. They Sure know how to increase monthly costs.

Since Cox Communications is the only 'services' in our area with all three services available. Verizon isn't here yet, they sure are missing an opportunity! Cox services cable tv, internet and phone are the 'bait & switch' Bundle Services, guaranteed discounts for 'two years'. We didn't need telephone at all but the 'tv/internet' Bundle was more than if we included the phone service that we've never used. The first two years were to be $ 99.00 (plus tax), we signed on - however, immediately the billing within two months, said we owed $ 786.! (Error) It took three months, hours upon hours to get the billing corrected. Even so, the bill kept 'creeping' with additional charges, services we did not apply or include or change. Constant personal visits to their Williamsburg branch to personally correct. A year into the service, we had to move to another home (same service area) and were told that we could suspend service during the move, reconnect and our contract/fees would be credited. Not so, we had to pay almost $ 300 for 'cancelled services', even though we re-connected Cox. Their new Contour services did not work properly at our new home, from the very first day - it took three service calls --and they billed us for them. It took another month to get the billing resolved, but it still cost us way over the amount promised/contracted for - promising us $ 136 per month. Immediately, bills creeping up again, with added charges, non existent fees services that we did not want or use - $175 per month within 6 months. Calling again in July 14, 2015, I spoke to customer service who promised to resolve (Melissa), and did so, correcting all the overcharges, service charges, fees, and our BUNDLE cost $ 136. (tv/internet, plus telephone we don't use), guaranteed until October 31, 2016 (time frame for completion of our initial 2 year contract). She even called on August 3, to make sure the correct billing was received (YES!), and we paid that amount for September and October. Today I received our November bill, and it's now $ 166! The bill looks the same services, except HBO is now on it for $ 15.99, and our BUNDLE DISCOUNT IS LESS. (I am assured by customer service however, that it is credited back in the invisible Bundle Discount). I am informed that we are in year 2, so our invoices will now be $ 166 per month until October 31, 2016, ( a total of $ 360 now including the phone we don't want but if I drop the phone our package will escalate to $ 184). I was online and on the phone with four representatives who told me we have the best discount that Cox offers to ANYONE. If they check their own website, they would know that's not true. And we are receiving the 'loyalty' package to keep us as customers. Also not true, there's no loyalty for long term really... Even though I have the notes, and a voicemail message recording from Melissa that guaranteed our $ 136 until completion of our Bundle contract, to earn our loyalty, during horrendous services delivery and billing --we're back to simply no choices in competition here, and the FCC doesn't really seem to care about correcting monopolies.

I have had cable and internet services with Cox for 6 months now. This is the second time my services have been disconnected. The first time I called and told them I never received a bill which should have been emailed. They asked if i wanted to switch to a paper bill system and I replied with request for both so I would be sure to get a bill in some way. The representative said that wasn't possible so I asked for paper billing. A month later I received a phone call informing me that the bill was past due. I called to tell them I haven't received my bill again. The representative said I should have received an email and I replied that I called a month prior and switched to paper billing and she told me it wasn't in the notes on my account. Getting really frustrated at this point I asked if she could please fix this problem and she informed me that she personally went in and set it up the way I asked. She also told me that the late fee would be removed and she was sorry this happened. I was pleased and ready to continue my services. I received a paper bill a week later. This was 3 months ago and i have not received a bill since. They called again a month later and I told them I can't answer my phone at work to please call my wife because she pays the bill and we still haven't received it. She said she changed the contact number to my wife's phone but they keep calling me not her. They also still charged me a late fee and reconnect fee. It was disconnected again today and the billing department is closed but I spoke with tech support and explained that this has been an ongoing issue and I'm really unhappy that they can't fix something this simple. She replied that I should have received an email bill and once again I had to say "No, I'm set up for paper billing" she said she would go in and fix it, then told me when she tried to click paper billing it told her it was already set up for that. Now, how can it be set for both, and not receive either of them? This is completely unacceptable and I'm sure I will be charged another reconnect fee and late fee because their system is faulty. Doesn't seem right to me. I'm to the point that if my services are not back on today along with this issue being resolved with a guarantee, I will cancel the service and switch to a competitor. You can't do this to the loyal customers who keep you in business.

I received a mailer from Cox stating that I could receive the Cox Bronze Bundle which included 230 channels, HBO and Stars premium channels, and 50mps internet all for $99.99 a month plus fees, taxes and extras (HD/DVR) for 24 months. I was guided via chat and the chat transcript verifies my monthly payment would be $128 per month. Period. The following morning I received a call from their agent that arranges installation. What? According to my order that I did through their website, I was confirmed to have service installed on Friday, October 16 between 9am and 11am. But this woman on the phone said that I needed to provide some more information. Long story short, she informed me that my monthly payment was only locked in at the $128 per month for 12 months, not 24. I was COMMITTED for 24 months, but the payment would increase month 13-24 by $30 plus tax. Bait and switch.

Cox phone number member [protected]
cox client number 001 8501 [protected]
Incident begin since it was installed on July 13, 2015
Resolution bill me the incorrect amount for the months and they promised me internet deals they can not keep

Detail Descriiption
Problem 1
Since day one cox came to my house and used my dish (TV Cable) cables instead of installing their own. After a month cox reembersed me with the amount Dish charge me to reinstalled the cables.

Problem 2 (ongoing)
The agent who attended me told me I was going to get a $20 internet deal and I will have to pay 3 time $106 for home security equipment. In the first bill Cox charged me 10 dollars more for internet.

I called Cox to tell them the rate and they promised me that it would only be $24.99 for internet and I agreed with the price and they even gave me the campain number (AC152OS12U). 3 Calls later speaking with agents and manager said they will give me the $24.99 deal and they submitted the ticket for that campain twice. They also were charging me $156 for the 3 times fee for home security.

Last week September 14, 2015 I spoke to billing (Lian and Greg) and loyalty (Carlos and Chinaia) agents and managers and they said they were not able to do the $24.99 deal because the computer didn´t let them do it. Carlos lower the rate for $8 from the bill and manager I was going to pay 39.19 for the internet and that she will be giving me a $30 credit for all the troubles I had had. Gollagle me I thought my problems were going to be solved again.

To my surprise on this bill they are going with the original errors and said I owe from previouse bills and that I owe 244.94. I do not see the $30 credit and I do not owe from previouse bill and they say I owe 155.68 when I´m supposed to owe $106 for the home security equipment.

I´m very upset so I will call tomorrow and see if we can fix this errors.
When is this nightmare going to end?

I called Cox in June regarding account number [protected], canceling my Niceville, FL, service as I was moving to Pennsylvania. I was told I did not have to return the modem, as it was mine. I paid my last bill of $38.98 on July 20, 2015. Since then, I have received several bills. I called Cox and was told the modem must be returned and that it did not belong to me. I informed Cox about the incorrect information I received and was told they could do nothing about it. I then received a bill for $145.13 from Credit Control Corporation of Newport News, VA. When I called again, I was informed by the customer service person that I owed the money. I asked to speak to a supervisor and got Adrian, who would not provide his last name, and was given the same information. I asked to speak to his supervisor and was transferred to Carol, whose ID number was 35714 and who also refused to provide satisfaction. She said she would send me a box to return the modem I had been told I did not have to return, but would not guarantee that all charges would be removed. I want the fees removed and any fees charged by the credit company to be borne by Cox. I will return the modem when I empty my storage unit Sept. 21.

I took Cox service in 2012 with rental modem. I was been charged 6.99 every month for the same as per plan. In July 2013, I then purchased a modem from third party who was also using cox. I was unable to use that modem on my account as that modem was register to that sellers account. I then had a conference call with Cox (Me, Cox and the seller) who then transferred the ownership of the modem to me by sharing the serial number, MAC, etc and then cox modified the configurations on their side so that i was then able to use the modem. I was enjoying my internet service with no billing issue (as it was my own modem, i was no more charged for rental charges of $6.99 every month). Now, in April 2015, i relocated to Columbus where they do not have their service and hence I had to disconnect service with them. Since then they are now following up with me saying that it is their modem and i have to pay them or return the modem.
1) if it was their modem then why was i not been charged monthly rental for last 2 yrs, since July 2013 ?
2) If the seller cheated on me, then why did they didn't shared / allowed the transfer of modem over the conference call in July 2013?
3) why are they now realizing after 2 yrs that it is their modem, which is totally wrong...
It is clear that they want to harass me and try to get some money from me as I am no more their existing customer.

Friends, they have forwarded this to recovering agent and I really need guidance from you all to come out of it cleanly and also COX should know that this isnt the ethical way of doing business. Please suggest / help .

I have been with Cox Cable since they opened their doors. In May after having many issues with cable and internet always going our and the price I was paying, $250 a month no fancy recording equipment, I decided to look somewhere else. I went with Direct TV/ATT. So far the only difference I am seeing is a savings of $150 a month, more premium channels, . more regular viewing channels, fancier equipment, and I am able to record from any room. The list goes on. High speed internet too. I called Cox to see when I might expect my refund...it has been a month. They want paid up front when you install but you must wait 8 to 10 weeks from date of disconnect for a refund. Very poor business practice. I will never go back to Cox Cable! Who can afford them!

Moving overseas so i called cox to set up cancellation of my phone and internet service. Was told that my email account would stay active 65 days after cancellation which would allow me time to change email addresses. Wrong! My account is frozen as of cancellation date and i have no way of accessing my email. If i would have had the correct information i would have taken care of things sooner. Not pissed at the policy, pissed that their representatives are giving out wrong information. They need to better train people on their policies.