Cox Communications
Reviews and Complaints

.From necessity rather than choice and because of monopolistic companies dominance and control I have been a subscriber to Cox Communications cable and Internet service for some ten years in Las Vegas.

. My experience has been that of constant complaints for over charges, escalating bills, rude customer service, false representation of quoted rates for service, deception and misleading information. all without fair explanation. .

As a disabled senior citizen with excellent rental and bill payment history. i therefor add this complaint to a long list against Cox Communications and other media controlling entities".

|.My current bill for services is $78;.56, i am being overcharged by $59, .34 to - $137.90

Where do I start. Dealing with these people has been one huge headache. I called to find out information about my bill and compleatly got the run around. They will try to tell you that they cant change your account because you are locked into a contract, they dont do contracts there so that is a compleate lie and when they find out that you have already found out information they will be extreamly rude to you. Everytime I ask an employee their name or employee number they rufuse to give it to me. When I ask to speak to a manager or supervisor they give me the run around or simply say that a supervisor cant help me. A friend of mine is paying 70$ for the same bundle I am getting and when I went through the lady she went through I was told to have them unlock my account, when I asked them to unlock it they refused to. They have terrible customer service and are very very rude to the point of just refusing to even help you. I have called numerous times to try to change my account and find out information and everytime I call I hear somthing different. They have never helped me or even answered my questions truthfully. I have every intention of changing cable companies and honestly I should have never went with them in the first place. I have never had trouble with a company like I am having with this one. If you can avoid them, do!

Repeat of the same programs, they will show the program on a Monday and you will watch the same program the next week and the same exact show will be on again. There is no way that evey week you have to be subject to same show if I've seen it once than that's enough. Customers pay cox cable alot of money to have cable network to have to watch the same show over and over, also everything is reality TV and than they still show the samething over on reality TV I would like a better verity and not have to watch the same thing over and over and over again. Please! Help!

3/26/12 9:15 am called cox re: interference and tv picture momentarily going black.
3/27/12 first repair response — advised that monthly billing would be reduced from $120. to $92.46 per mo. replaced splitter
experienced continued problem with reception momentarily blacking out
4/1/12 second repair response — approx 6pm a second splitter (outdoors) replaced and installed lg. black box.
4/5/12 third repair response — experienced continued interference after service call.
4/20/12 fourth service response — finally the problem was resolved. small motorola black box installed.
Was advised on 4/20/12 by "eric" that the monthly bill would be adjusted to $92.27 / mo. bill received was $122. plus
Contacted billing of the over-charge and was instructed that the total would be adjusted on following bill.
5/14/12 next bill debited from accnt. was $122.89
Rather than continuing the promises by cox of an adjustment, we merely terminated service. it's obvious that cox promises to rectify a problem, but refuses to correct it.

That whole company is just full of crap. They make promises they cant keep and charge you for every thing they can get legally. Their favorite 2 words are apologize and sorry. Their favorite phrase is there will be an additional fee for that, which is not that small.

Cox Communications is the most unethical company I have ever dealt with. Not only that, but they have a total lack of concern and respect for their customers. I could fill pages with evidence. But the reason I'm posting this complaint today is because I just found out that the whole time I was signed up for one their "Bundle" packages, I was not getting ANY discount on my services. The reason? I do not have digital cable. That's right. Even though they lead you to believe that if you sign up for all three services - cable TV, telephone and internet - with Cox, you will receive a discount that you would not receive if you did not have all three services, you will NOT get ANY discount or those services unless you have DIGITAL TELEVISION! You will pay the same amount as you would if you only got one or two services from Cox. I called their service rep and demanded to know where that information was when I signed up. He could not tell me and I still have not found it.

Not only that, but they led me to believe my phone service would be cheaper than Qwest. That is, if you don't count the taxes, fees and surcharges they fail to mention! Their cable TV is the biggest rip-off ever. Sixty-seven channels and at least 5 of them are now blacked out. The majority of the rest of them aren't even worth watching. I just cancelled my TV and phone service with Cox. And if I can find another internet service, I'll cancel that also.

Cox does not list all their pricing for their advertised services and does not list the prices associated with the hardware rentals either. This leads to a consistent increase of prices between the initial contact to the "confirmation call" which is really just another attempt to upcharge the services you are trying to order. I had to finally cancel the order altogether when the various fees and changes to pricing, especially for non-listed services/equipment ended up almost $100 higher per month then what it started at.

Went in to the location on rancho in las vegas sign up for new service was quoted 84 dollas for 6 months ( first lie) Employe said the would be on on monday to hook everything up (second lie) about one week later went to hook boxes in house nothing was working called cust service they said that they wernt sure it was even if cable was in the street told me it would be four days before they could come out and the bill would be ajusted (3rd lie) in the mean time i recived my first bill $123 not the price i was quoted and my cable was not even hooked to my house call they said the have no speicals at what they quoted me went on the the intenet with in 5 mins found better prices than i was qouted wow how can a company get away with this

Mclafee security suite provided though dix is garbage. Apparently unfinished and containing bugs. Mine updates several times a day and a pop-up appears in my lower right corner throughout the day stating "your computer is at risk" proceeding, i'm further told, "real time scanning is turned off". Every attempt to turn it on fails as it turns itself off quickly afterward. Mvt is a waste of time. After running it, i'm told I have several unresolved threats and then i'm led to a sales page where i'm offered to purchase their regular security suite. What a joke. Do not get dix internet service if the deciding factor is their free security suite. I am keeping their internet service. It's the fastest most reliable internet service around here regardless of the garbage they peddle along with it or their less than capable customer service department. I found norton 360 is the best security suite available today and worth the price. It is absolutely 1000% superior to the "free" mclaffee junk offered with dix. Once again, "you get what you pay for".

Up until about 6 months ago my cable television service was excellent. I have the cox bundle, with tv, internet and phone service and I pay a very high monthly fee for these services. I am not sure exactly when it started, but suddenly there were cox commercials soliciting new customers on every single channel, nearly every commercial break. I think that cox has too many customers, because my television service quality has deteriorated drastically. I have the dvr service allowing me to record two shows at a time. During the daytime (When many people are at work) my television service works fine. However, almost every evening cox jams up one of the dvr recording signals. So, when I am thinking that I am recording two shows, my dvr is actually recording only one show. This happens every night. I have gotten into the habit of resetting my cable box just before prime time, but when I do that, both channels being recorded become pixilated and the sound becomes full of static, to the point where I cannot understand a ding-dong word.
It is quite obvious that cox does not have the capability to provide service to everyone who has signed up, so they use gimmicks to reduce the ability of customers to use the services that they are paying quite a bit of money for.
Also, my internet is often not available saturdays. Only one light comes on the modem, and I am unable to use the internet all day saturday. When I call cox they tell me that they will send someone out monday, but I always know that I will be able to use my internet by sunday. Poof, it's magic. Why can't I use my internet when I pay for it?

To whom it may concern; plesae forward to the proper department for action!

This is to follow up on the ongoing issue of this $2, 027.17 cox telephone bill that I have been dealing with now for almost a year. I just recently received another notice from cpa your collection agency out of dallas, tx regarding this bill and have not responded back to them yet, but will be here shortly. As I have mentioned in my previous emails, mr. William leblanc ran up these charges in my name. My last communications with cox cable was that a police report was needed in order to pursue mr. Leblanc for the outstanding balance.

After receiving the notice from cpa, I contacted the south windsor police department to fill out a identity theft report and they gave me a case number #p201104209 and then proceeded to tell me that they would file a report, but it was out of their jurisdiction, and to get back in contact with cox communications and they would have to pursue mr. Leblanc criminally for the services that he ran up.

Because the residence is in somers, cox will have to turn this over to the state police in somers that has jurisdiction.In the meantime, I would like to have cpa clear my name from their system and stop sending notices for the outstanding bill. If any negative information shows up on my credit reports, I will be contacting an attorney for further action.

I have done everything that i'm suppose to do according to connecticut state law and everyone has passed the buck and referred me to someone else. This has gone on long enough and I would like for someone in authority there are cox cable to take a look at this and pursue what ever avenues are necessary to rectify this issue, clearing my name and prosecuting mr. Leblanc to the fullest existent of the law, not only for the theft of services, but also for the theft of my identity, and all the aggravation that he has caused.

Should you have any questions please feel free to contact me at this email address. I will be forwarding a copy of this on to the connecticut office of consumer protections, and cpa.

This is some what it says under connecticut state law regarding idenity theft: sec. 54-1n. Complaint by victim of identity theft. Law enforcement agency's responsibilities. Any person who believes that such person's personal identifying information has been obtained and used by another person in violation of section 53a-129a of the general statutes, revision of 1958, revised to january 1, 2003, or section 53a-129b, 53a-129c or 53a-129d may file a complaint reporting such alleged violation with the law enforcement agency for the town in which such person resides. Such law enforcement agency shall accept such complaint, prepare a police report on the matter, provide the complainant with a copy of such report and investigate such alleged violation and any other offenses allegedly committed as a result of such violation and shall, if necessary, coordinate such investigation with any other law enforcement agencies.

10.3-1 identity theft - - & sect;§ 53a-129a, & sect; 53a-129b, & sect; 53a-129c, and & sect; 53a-129d
Revised to april 23, 2010
Note: this instruction is for crimes committed on or after october 1, 2009. For the instruction for crimes committed before that date, see instruction 10.3-1a in the archive.
Note: identity theft is defined in & sect; 53a-129a. The degree of identity theft depends on the value of the items obtained and the age of the victim. See & sect; 53a-129b (First degree) ; & sect; 53a-129c (Second degree) ; & sect; 53a-129d (Third degree).
The defendant is charged [in count __] with identity theft in the (First / second / third) degree. The statute defining this offense reads in pertinent part as follows:
A person commits identity theft when (He/she) knowingly uses personally identifying information of another person to obtain [or attempt to obtain] , in the name of the other person, (Money / credit / goods / services / property / medical information1) without the consent of such other person.
For you to find the defendant guilty of this charge, the state must prove the following elements beyond a reasonable doubt:
Element 1 - knowingly used personal identifying information of another person
The first element is that the defendant knowingly used the personal identifying information of the complainant. A person acts "knowingly" with respect to conduct or circumstances when (He/she) is aware that (His/her) conduct is of such nature or that such circumstances exist.
"personal identifying information" means any name, number or other information that may be used, alone or in conjunction with any other information, to identify a specific individual including, but not limited to, such individual's name, date of birth, mother's maiden name, motor vehicle operator's license number, social security number, employee identification number, employer or taxpayer identification number, alien registration number, government passport number, health insurance identification number, demand deposit account number, savings account number, credit card number, debit card number or unique biometric data such as fingerprint, voice print, retina or iris image, or other unique physical representation

thank you for your help

Michael perry

from: michael perry
To: cox ecare new england
Sent: wednesday, december 7, 2011 7:49 pm
Subject: re: general questions (Kmm9096485v79858l0km)

keith:

Thank you for getting back to me and I understand that cox has policy in place to verify individuals identity when they call into make adjustments on their accounts. Why cox doesn't record all phone calls 100% is something that baffles me, and is something that cox should maybe address.

At this point I plan to contact the dpuc and not go back and forth with the somers police, and cox cable. All I can say is that connecticut state law says that if you believe you have become a victim of identity theft, you have the right under state law to file a report and have it investigated.

Its unfortunate that I find myself in this position, but I guess this is what is going to take to clear up the $2, 000 telephone bill that the accuser ran up in my name, and now I have a collection agency that is going to post this on my credit report if it is not rectified soon.

Michael perry

from: cox ecare new england
To: "[protected]@yahoo.com"
Sent: wednesday, december 7, 2011 6:19 pm
Subject: re: general questions (Kmm9096485v79858l0km)

dear michael perry:

Thank you for your reply.

Please note cox is not giving anyone a run-around. We do not record 100% of our customer calls. We have the proper processes and policies in place to verify customer accounts and protect the privacy of our customers. According to the information you provided, your roommate called cox and pretended to be you and provided your information to access your account to make changes, unbeknown-st to you and to cox. Based on this information, to pursue this matter further, you would need to file a police report. If the police open an investigation to look into the matter, they may contact cox directly. If they require access to our internal documents, they would need to subpoena cox for the information.

Unfortunately at this time we are unable to do anything additional until a police report is filed.

sincerely,

Keith l.
Cox e-care specialist
For online support, please visit http://www.Cox.com/support/

original message follows: —

Now, I feel like i'm getting the run around. I was in contact with the somers state police yesterday and was informed that I need to start this action on your end, because they didn't feel that it was an identity theft case. It is my understanding that all the phone conversations that come into cox cable to do anything on a customers account is recorded go prevent things like this from happening.

according to connecticut law, i'm in my legal right to file a police report http://www.Ct.Gov/dcp/cwp/view. Asp?A=1629&q=289488&pm=1 if I believe that I have been a victim of identity theft, which I believe I have and have it investigated.

Just because you live with someone doesn't mean that they have the right to change anything on your personal accounts without your authorization.In my opinion once something like this is brought to the attention of a company like cox cable, they should have a legal obligation to start an internal investigation and report the findings to the state, or local police departments upon the request of the victim, especially when they talked to a cox representative over the phone not some automated computer system.

I understand that your hands my be tied, but I don't want to be caught up in the run around attempting to rectify the problem. I will wait to hear back from you, before I forward this complaint on to the department of public utility controls that regulates like cox cable.

If this is not something that is in cox cables policies, it might be something that the company may want to consider adopting, and maybe the state should adopt this as part of their identity theft bill.

Thank you,
Michael perry

From: cox ecare new england
To: "[protected]@yahoo.com"
Sent: wednesday, december 7, 2011 11:19 am
Subject: re: general questions (Kmm9095511v74605l0km)

dear mr. Perry:

We are sorry to hear about the unfortunate circumstances you are facing with your account. We are required to follow specific verification procedures when accessing customer accounts. Additionally customers may access their own accounts by entering unique account information via our automated phone system and website.

Once an account is verified by an account holder or authorized user, we have access to make changes and provide account information to the verified party. If your roommate used your identity to gain access to your account and made changes to it, the only way to seek retribution for this would be to file a police report against them for identity theft. Unfortunately our hands are tied on our end and we are unable to remove the outstanding charges from your former account without an active identity theft case number from your local police department.

Sincerely,

Rodney l.
Cox e-care specialist
For online support, please visit http://www.Cox.com/support/

previous reply follows: —

Thank you for getting back to me on this matter. Please inform the appropriate personnel that I would like to have a identity theft case open on this matter if possible once you have had chance to look into the matter.

Once again thank you!

Michael perry

from: cox ecare new england
To: "[protected]@yahoo.com"
Sent: tuesday, december 6, 2011 5:27 pm
Subject: re: general questions (Kmm9085760v89623l0km)

dear michael perry:

Thank you for your recent e-mail to cox regarding general questions for
Other.

We truly apologize for any inconvenience this has caused. Due to the
Nature of this inquiry, we have sent a request to our collections
Department for further assistance. A representative will contact you via
E-mail or by telephone if additional information is needed.

thank you again for contacting us via e-mail. Please let us know if we
Can be of further assistance.

sincerely,

Rodney l.
Cox e-care specialist
For online support, please visit http://www.Cox.com/support/

original message follows: —

form message
Subject:
General questions
Detail:
Other
First name:
Michael
Last name:
Perry
Email address:
[protected]@yahoo.com
Phonecode:
[protected]
Alternatephone:
[protected]
Addressline1:
104 berry patch
City:
South windsor
State:
Ct
Zipcode:
06074
Ssn4:
6632
Customerinquiry:
To whom it may concern: my account has been involved in a civil case
Over the last 10 months. I recently contacted the connecticut state
Police to file a identity case, but was told that because I was a
Roommate of the individual that I was attempting to file a case on it
Was not an identity case, and I continue with my civil case. I strongly
Disagree, due to the fact that individual called cox communication
Pretending to be me over the phone and changed the phone service in
Order to run up a telephone bill of $2, 025.17 that is now in the hands
Of a collections agency (Cpa) out of dallas, tx reference #[protected].
From what I understand, all communications are recorded in the event
That someone is pretend to be someone else, which in my opinion is
Identity theft, regardless what the state police may think. Under the
Connecticut state law, it states that if you believe that you have been
A victim of identity theft, as a resident of the state you have a right
To file a case. This case might have to be started on the side of cox
Communication. They informed me that I should get in contact with cox
Communication to see if they would be able to help me in this matter.
William leblanc is the person that this case is aimed at residing at 203
South road somers, connecticut please get back to me at your earliest on
This matter. The best way to contact me is via email
[protected]@yahoo.com thank you for your help! Michael perry
Reenteremail:
[protected]@yahoo.com
Accessmycoxaccount:
Yes
Over13:
Yes

delete replyreply forwardmoveprint actions nextprevious

I ordered a cox bundle in july 2011 because my year was up and it was time to renew.In september my landlord informed me that beginning december 1 my rent would be increasing by $75 bucks which is something I could not afford nor did I want to as I was already overpaying. I gave my landlord notice that I would be leaving november 30th. I found a place that unfortuantely fell through at the very last second. Called cox and all my other utilities to inform them that instead of transferring I would be cancelling as I was now homeless but as soon as I found a place I would call for services. Cox actually charged me $80 for an early termination. I have been with them since they arrived in newport rhode island and had I had a home I would have them now. They did offer to let me pay for services that I did not have so I wouldn't lose my account and get this charge (Seriously pay for something you don't have?) anyway, found a house dec 3rd and verizon just completed everything. I will never go back to cox under any circumstances. My situation worked out as I knew it would but what about people who are losing their jobs and homes, this is cox's way of treating customers? I'm all for paying what I owe but since that bill is in advance they would've had owed me money without that fee. (Guess I just answered my own question). Shady and corporate greed at it's finest. Bring on some cable, medical insurance, electric and gas competitions to knock cox blue cross and national grid down a peg!

I tried to return my box, remotes and cancel service. The closest office to me was in west warwick, the business office. The warwick store was closed due to the flood. I was refused at the desk along with a line of people who wanted to pay their bill or change service and we were told that we had to go to the cranston store and that there was nobody in that entire building that could help us. With gas at 3.00 a gallon plus my time and everyone else's. It just seems like they are so arrogant that they don't care about losing customers. I know they have lost me for good and everyone I can tell to change I will.

I brought in a converter box to upgrade to a dvr converter box for a standard definition television. The old converter box has 2 in/out connections on the back for your television and your dvd player. I asked for a dvr converter box that would also hook up to my dvd player. She gave me the yellow, red, and white, cords and said this will work. When I hooked it back up, my cable did not work. I was on the phone with the cox technical support for almost 1 hour and he said that she gave me the wrong converter box. That there are 2 types. He scheduled a service person to come the next day with the correct converter box, free of charge. When he arrived, he did not come with any converter box. He said that he could use the yellow, red, and whiter cords and connect them to the front of my tv and that would fix my problem if I didn't mind watching the tv on video 1 and the dvd play on video 2. I said that would be fine. When I received my bill I was charges $20.00 for the service call and $9.99 for the yellow, red, and white cable cords. When I spoke to billing, she said that I would need to bring in the set of yellow, red and white cords to have the $9.99 charge removed. I explained that if I did that, my cable wouldn't work. She said well, that's what you have to do. We always charge a $9.99 one time fee for the cords.

I really do not like cox cable whatsoever. I feel as if they are monopolizing cable television and it is not right! We had switched to at&t u verse and loved it. However, when hockey season came around, they could not get a contract with center ice because cox has that contract. Because my husband is a huge hockey fan, we reluctantly switched back to cox for the center ice pakcage. If they can't get you one way, they will get you another. I think it is a shame!

After 3 yrs of interupted phone service, and multiple complaints to Cox, I was promised a replacement box on my home. Regardless of the fact that this may not have solved the problem, a tech came to my home without the replacement equipment. I had advised Cox that day, that if they did not adequately attempt to fix my problem, I would leave their service. They assured me that they would send another tech out that day with the needed equipment. They never came back even after 3-4 follow-up calls, an empty promises from Cox employees. Three weeks passed, Cox never did call, contact me, or replace the box. So, I marched to another provider. After the new installation, I immediately went to the local Cox store to return equipment and cancel service. They were rude.
Now, here is the kicker. After all this, Cox showed up at my home 3 weeks AFTER disconnect, without permission to INSTALL a brand new shiny box! How can a company come to your home, damage more siding for the installation without permission? Not to mention, there is not one Cox employee that knows who their manager is, or how to contact them! No one seems to know what happened, nor do they think it is a big deal. I am fuming.

What are my options? I am now seeking to resolve these damages.

Please post your complaints about Cox Communications on our Facebook page at facebook.com/coxcomplaints.
Cox recently charged me $2.82 per minute for several international calls to the tune of $750. I was told later that if I had an international plan costing $1.99/mo, my reate would have only been $0.05 per minute. I appealed to Cox and was denied. Cox cut my service several times while I was supposedly on hold, and gave me terrible customer service.
I encourage you to post on our Facebook page to share your issues with Cox to a wide audience.

Cox has the WORST cable service I have ever had. My husband and I have been customers for two years and we've gone through five cable boxes from them, each with it's own set of problems. Now, we have to get a new one because the one we currently have has begun scrambling the channels. Everytime we get a new box from them, we basically have to decide if the current boxes problems are grievous enough to call them about. The reason is because we know that, once they switch the box, the new one will in no way be good and may even be worse the one before. Problems have ranged from scrambled channels to the parental control blocking our access even though it isn't set to the DVR randomly not recording even though it's scheduled to.

We don't have a choice as they are the only cable company that services our neighborhood and we live in an apartment so we can't get a dish. However, if you live in an area with more than one cable provider, I HIGHLY recommend using anyone but Cox. They are the worst.

As ex subscriber/employee of Cox San Diego where the customer service is great I expected the same customer service in Las Vegas. Cox Las Vegas does not honor their oral agreements. They quote you one price and charge you another, don't honor their guarantees, and "some" of the representatives are very rude. At one time I felt Cox Communications had the greatest customer service training that I ever attended and this is after working in a customer service field for the U.S. Navy. Overall, I am highly dissatisfied so I discontinued my service.

For 21 yrs we have had cox cable expanded cable. With it came the tv guide channel. All of a sudden this year it is excluded. you have to add a box for an additional $ 10 a month. Also nesn has the Bruins sometimes and you can watch the Red Sox on HD cox channel .. Last year when that happened you could watch the sox on cox sports channel. This year they got rid of it and surprise surprise you must have an hd box to watch.

Not everyone can afford the extra expense. Cox cable is a greedy company with no consideration to long time consumers.

After dealing with Cox for 5 months now I am absolutely ready to tear my hair out. They are the only available cable company in my area and they know that and take full advantage of that.

Since we've moved in, we've had 5 service calls to our house in which they never solved our problem (we finally just gave up). Whenever a program has a white background it gets fuzzy, it cuts out to a black screen for full minutes at a time and sometimes just doesn't record altogether. All of the above renders our television unwatchable. We cannot get through one program without missing a crucial part.

As for our internet, well I'm lucky I caught a break to type this right now! I had to get an iPhone to ensure internet at all times!

After receiving our last bill we felt totally robbed. Over $200 for a month! We don't even subscribe to HBO, Showtime, etc. After reviewing the bill we realized they had the audacity to charge us almost $100 to send someone to our house to try and fix our problems with our television. Essentially that means that they could become millionaires by giving people faulty service and then charging to come "fix" it.

We went right to Cox and told the associate who told us that the only way we could try to have something like this reversed would be to call. So, we can't get this taken care of at the store, but if we wait on hold 20 minutes that's a sure fire way. We wound up calling and after battling for awhile they removed the charge.

It's been 2 days and our bill is just under a week late of being paid. We wanted to ensure that we got our refund before we gave them any more money. I wake up today and our internet and cable are shut off! A few days late on a payment that was in the process of being altered?

These people are thieves and they are well aware of giving poor customer service. The only other option would be to get satellite. Don't ever use Cox! It's a nightmare!