Cox Communications
Reviews and Complaints

I had phone service with centurylink and paid my bills on time. On may 5, I discovered that some of my friends were not able to call me. On may 6th, I phoned centurylink and asked them why my phone was not receiving phone calls and they said someone called in april 28 and requested the phone service be turned over to cox. I never authorized it. I telephoned cox, and they said they did not have an order to switch the service over to them.
So, on monday, may 9th I phoned centurylink and asked them why they cannot restore my phone service. They explained they did not know why, however, they told me to call voice repair. I went back and forth between customer service, voice repair and could not get any satisfaction. I must have been on the phone for 3 hours. On tuesday, I phoned centurylink again trying to find out how to get my phone ported back from cox to
Centurylink. I was switched back and forth for 4 hours to no avail. On tuesday afternoon around 3:40, my neighbor tried to help and called centurylink, they promised to help, but never restored my service. On wednesday morning, the phone service was restored. I have been paying for unlimited long distance and cannot use it. I keep calling centurylink and they say they have no idea what the problem is. Why?

I did phone cox back in february at which time I was thinking of changing over to them. I cancelled that request on march 3. They told me it was cancelled. One week to ten days after that my phone was not working. I phoned centurylink at that time and was told I must have requested my phone service be switched to cox. I told them I did, but I cancelled on march 3. They did restore my phone service and gave me a $25 credit. Now, after two months cox tried to switch me over without my permission — - this is against the law.

Is there a lawyer who would take this case pro bono. Or, what other options to I have?

I have sent off my rebate 3 months ago I got a email in february saying it was in the mail another month went by so I called them and they said they would re send it but its going through the whole process again i told them i needed the money for my vacation but they could care less there customer service is rediculas NO HELP AT ALL so now i dont know what to do about my vacation but if i do get the check dish here I come. p.s. nothing like getting a winter savings check in the middle of summer.

On 08/03/2010 Cox Communications electronically debited my checking account in the amount of $132.07. I noticed the unauthorized debit a few days later and called Cox Communications to ask them why they took the $ out of my account. I spoke with a customer service representative named Dominic who put me on hold and spoke with a manager to figure out why they had debited that amount from my account for no reason at all. They came up with no answer for me, just told me they would be sending me a refund check in the mail. I have recently cancelled my cable services with Cox because they are outrageously overpriced and I have had repeated problems with them trying to overbill me. I still have my internet through them because there are no other providers in my area. I am set up on automatic bill pay through Cox, this is how they obtained my acct# and routing# to debit my account. I wonder how many other people they stole from besides me. I believe they just take money from people and hoped they do not notice.

What a horrible company to work for. I worked for cox communications' technical support team for a year and a half. They recently hired a new director who knew nothing about technology. Then, to add a few more zeros to the end of her salary she took on another call center located in omaha and laid us all off. The supervisors who were in charge of us were horrible. They were never there, and if they were you could usually find one sleeping at their cubicle. Towards the end of my career with cox, they started making us (Technical support) handle billing and sales calls. I'm a computer geek, not a customer service rep. Basically made all the entry level people work their # off for no benefit while all the hire ups collected extra bank. It's a # company to work for, and I wouldn't recommend to anyone.

My name is Hicham Rhenja, and I have been a loyal Cox customer for at least 8 years. In May of 2010, I discontinued my Cox account due to an out of State relocation, and my final balance was paid in full and all the equipment was returned. On February of 2010, I suddenly discovered a collection from Cox for 237 Dollars upon reviewing my credit report. I immediately paid the balance although I was never notified about it. On March 7th 2011, my wife went to the local Cox store Retail Store at 3316 S. Broadway Edmond, OK 73013 to inquire about the charge, and Shawn from the local store immediately confirmed that the piece of equipment (Old Converter Box) was returned on time when the service was cancelled along with all the other equipment, and He notated the account the same day referencing that all the equipment had been returned on time. On March 8, 2011, I was contacted by a Cox collection representative and his supervisor Rose whose direct phone number is [protected], requesting information from the store about the returned equipment, so my wife returned to the same store, and Shane the store manager provided her with a receipt not telling her that he falsely marked in the system that the piece of equipment was returned the same day on March 8, 2011. The store manager falsely notated the account for same day returned equipment although I never returned any equipment on March 8, 2011. This grave error which caused me to have a collection in my credit report for over six months and dropped my score from 800 to 650 needs to be resolved as soon as possible, and you need to clear this bogus and fraudulent collection from the credit bureaus before I take legal action. If you review the notes from March 7, 2010 entered by Shawn from the local store, you will confirm that all the original equipment was returned at the time the service was canceled in 2010 and that no piece of equipment whatsoever was returned on March 8, 2011.

Constantly scamming and posting hidden fees on your account. Always check your statement thoroughly. Customer service agents lie and promise you deals and rebates and then charge you for them on your statement. Then of course when you call and try to resolve the issues the agents dont know what you are talking about and dont care.In my case I was even hung up on by the poorly trained staff. I would not recommend this service period. I would suggest dish network instead!

Cox cable in fort smith arkansas. had converter box stolen, turned in police report, said we were responsible for the 400 dollars to replace the cable box, so evidently crime does pay, because the thief isnt out 400 bucks. would certainly like to do business with cox but i am unwilling to pay for a cable box that a thief broke into my home, took everything i owed including this high price cable box that im sure didnt cost 400 dollars to begin with. i am through with cox cable i assure you. direct tv here i come.

In June I signed up for an Internet/Phone package with Cox with automated billing to a credit card. I took careful notes at the time. Upon recently reviewing the credit card record in detail, going back 5 months, I found that I had been also billed $52 a month for TV/cable. It didn't pop out because I also use this card for business expense and there are many items. I never ordered cable TV or even discussed it. I sent a message (it took a long time to get a reply) and Cox refused to do anything except to credit the most recent month. Don't do business with these people. Don't sign up for any "special offers". I have Direct TV in another residence and I am a satisfied customer. Arrogant management, inattentive service, except when they are signing you up. I am also filing a complaint with the CA Dept. of Consumer Affairs.

Here is an actual chat log with cox, about their rates for high speed internet. Note that they cannot provide service to the address I gave, even though it is actually the address of cox in my area!

System:
Attempting to connect you with an operator...
System:
Edwin has entered the conversation.
Edwin:
Hello, bundle and save with the cox triple play! It includes digital cable, high speed internet and digital phone.
Edwin:
Pleased to have you on chat. How are you doing today?
Bubba:
Ok
Edwin:
How can I assist you today?
Bubba:
The cheapest rate for high speed internet is listed at $46.95. I know others have gotten a lower rate. Is cox trying to discourage new customers?
Edwin:
Sure, I can assist you with that bubba.
Edwin:
In order to locate the best promotions in your area, may I please have your complete address (Including apartment or unit number if applicable) with zip code?
Bubba:
No. Just use my zip: 85022
Edwin:
I apologize for inconvenience, I will be unable to pull up the information without your complete address.
Edwin:
Is there anything else that I could assist you with?
Bubba:
So, the answer is yes, cox is trying to discourage new customers. Correct?
Edwin:
I completely understand and apologize for the inconvenience.
Edwin:
But I will be unable to pull up the information without your complete address.
Edwin:
May I please have your complete address (Including apartment or unit number if applicable)?
Bubba:
Off to qwest I go...
Edwin:
Is there anything else that I could assist you with?
Edwin:
It’s been a pleasure being able to assist you today. Thank you for visiting and have a wonderful day.
Bubba:
Yes, you can answer the question. Is $46.95 the lowest rate you have? It is a simple question.
Edwin:
I am very eager to help you, but I will be unable to pull up the information without your complete address.
Edwin:
I understand your concern but we do not use address collected for marketing purposes. They are solely used to assist our customers with any questions they might have.
Edwin:
May I please have your complete address (Including apartment or unit number if applicable)?
Edwin:
Are you there?
Edwin:
Are you still there?
Bubba:
1101 e. Bell rd., phoenix
Edwin:
Thank you. Please hold one moment while I confirm services in your area.
Edwin:
Is there an apartment or unit number?
Bubba:
No
Edwin:
Thank you. Please hold one moment while I confirm services in your area.
Edwin:
Thank you for your patience.
Edwin:
Unfortunately at this time cox does not offer any services in your area. I apologize for the inconvenience.
Bubba:
Ha! What a crock.
Edwin:
Is there anything else that I could assist you with?
Bubba:
The question is: is there anything at all that you are able to assist with?
Edwin:
Bubba, cox does not service all the areas.
Bubba:
The address I gave was the old address of cox!
Edwin:
Unfortunately at this time cox does not offer any services in the address provided.
Bubba:
I know, it never has! Ha!
Edwin:
I apologize for the inconvenience.
Edwin:
It’s been a pleasure being able to assist you today. Thank you for visiting and have a wonderful day.
System:
Edwin has left the conversation.
System:
All operators have left the conversation. Conversation has ended!

First, I am a current subscriber to Cox Cable television services. While I am not ecstatic about the service, its signal glitches and its cost, I am more or less satisfied with the basic quality of the service itself.

My issue? I have been considering trying the cable internet for a number of months and have perused the site referenced here a number of times because of the offer of $24.99 (for 12 months) for the service usually offered at 49.99 per month. I have looked at the "terms of offer" pages for hidden charges or conditions a number of times as well and finally decided to give it a try today.

I clicked on the chosen service plan, arrived at the individual plan page with the offer clearly stated to be $24.99 for 12 months, and the $49.99 price struck through. I once again reviewed the terms page, went back to the offer page, clicked the order now button... and arrived at a page with the price... $49.99 at the top and at the bottom, as the offered price.

I contacted cox through on line help, was told they did not handle this type issue, was given 800.234.3993 to contact, waded through the automated prompts and was finally told by the employee "we do not handle this. I will give you the e offer department... 877.644.8387". The person I got after the prompts was not the right person and handed me off to the 'right person'. Things got more interesting from there.

The e-offer person, when asked why would a web site offering service at $24.99 lead to a 49.99 offer, explained that the page was showing how much the lucky consumer was saving! When asked why such confusion was needed and why would anyone who could clearly read $24.99 above the order now button, see $49.99 on the order completion page, with no reference to the previously offered 24.99 hit the submit button and complete the order in faith rather than visual evidence?

The e person repeatedly told me I did not get what I saw on the page. I told him I was looking at the page as we spoke, there was no reference to $24.99 on the page, and I had loaded the page several times already with the same result. He indignantly said "scroll to the bottom of the page!", to which I replied, "I am looking at the bottom of the page, and it says $49.99 just as it does at the top of the page". After several exchanges during which I told him, "I have trouble believing I am the only person who has viewed this page with this difficulty, though I am probably one of the few who, despite the task of simply contacting Cox about this problem, was until now still willing to purchase the service".

At this point I would like to report how much better things worked out, but... Mr. E-order gave me some unintelligable mumbo jumbo about my viewing settings or something keeping me from seeing what was on the same page he was viewing! I asked him how that solved my problem when I was sitting on the page while talking to him, had gone back and forth several times while doing so, and still was seeing what started the conversation in the first place. His response? GOODBYE SIR! CLICK! My response? This letter and the decision to increase my internet speed somewhere else.

Can you say Bait and Switch? At the very least, not a well executed set of codes in the offer pages, and a worst set of people "backing" it.

I dropped my Verizon home phone line a couple years ago for the Cox home telephone service. It was only $9.95 a month compared to about $30 a month for the Verizon line. I had every single cable channel, HDTV Internet the works from Cox. I did notice that my monthly bill had soared over $200 a month and inquired numerous times as to why it was so high... Only after disconnecting a bunch of services and going through a detailed review of my bill did I discover the $9.95 phone service was really over $45 a month! I have disconnected it now and am seeking a rebate of the over charge... Whatever you do, don't sign up with Cox Communications for anything if you don't have to.

I am slapped with extreme return payment fees - 239% of the original bill!

My monthly internet bill is $40.99 and I am signed up for the automatic payment on my credit card. Last month, I lost my wallet and had to block my credit card. Unfortunately, the next day was the due date and the automatic payment failed.

Then, I got this bill with $97.81 for the credit card denial ($44.48) and returned payment fee ($50). This is 239% of my original monthly payment. This is extremely unjustified. If they see the credit card had problem, they could have sent email to me, just like Netflix did! I could fix my credit card information on Netflix thanks to their smart warning. On the contrary, Cox communications takes advantage of this unfortunate situation and charges $97.81 on top of my original bill.

I want these monster fees waived.

Last tuesday I ordered cox tv service to be added to my account, on wednesday morning the cox cable tech showed up on time, he had to hook up the tvs in 4 rooms of the house, and while working in my bedroom, I was standing next to him, till when my baby started crying, I left the room and ran to my son, by the time I he finished, I went back to my bedroom, realized that my jewelery box went missing!
That's outrageous!
That lowlife stole all our jewelery and that's basically all what we had.

Worst company ever! Don't use them if you have a choice of other companies. Hopefully you will be spared the aggravation and headaches, and just outright criminal thievery that cox seems to get away with. They are stealing from me by keeping my overpayment (And reducing it) that I have requested back on numerous occasions.

I only use cox as an isp, only because I don't have a choice of any other isp. I used to have them for cable tv and phone as well but canned those services due to many problems a couple years ago. Now I don't have a choice for internet access so am stuck with this terrible company.

Cox has the worst service I have ever encountered. I overpaid them by accident recently (Thought I was paying another creditor of mine, electronically) and it's taking an act of congress to try to get them to pay my money back (Hundreds of dollars). Cox cashed my electronic check almost 3 weeks ago and now they have been chipping away at my overpayment since it's taking forever to get any cent of a refund from them. If there was another provider in my area, I would switch in a heartbeat. This company has horrendous service to say the least!

If you have a choice of another provider, I highly recommend that you go with another company for tv, phone, and especially internet access. Save yourself the headaches.

Cox Advertised up $300.00 Visa Card Rebate when switching from Dish or any other service... I switched and was all pumped up about it because the way i saw it was I would not only break even but get an extra $100 since i had a $200 cancellation fee with Dish... you make the transaction and they say your eligible... They didnt say anything about a rebate form and i did not receive one in the mail... so 2 + months later i call about it and GUESS WHAT... they are sorry they will send me the information there intent was not to try and have us forget... So yeah now I have to wait for the form and then send it out which they say it will take several weeks to receive... and this is after I have to try and find the rebate form cause they were suppose to email it to me after we got off the phone...GUESS WHAT ...I still dont have it and it has been a couple of hours!

Sometimes i wonder if they do this intentionally... hoping the consumer forgets...,

Att did it to me awhile back saying my rebate form had the incorrect address on there mailer so they never received ... It would not have been processed if I had not checked on it... That is the same thing going on here... they have no information on my rebate and if i would not have called i would have never received it... Thats a lot of money for entertainment and i think they need to realize people dont have to have their products.

As for proof... there is none cause they didnt send the paper work!

In March of 2010, a Cox cable technician unlawfully entered my back yard by climbing over a locked gate and proceeded to cut the wiring that ran along the side of my home. I was unaware of his presence until I heard him hammering on the side of the house. He never knocked or notified me that he was on the premises. He wanted to bury new cable lines. When I refused, he then spliced the cables five times and refitted them with connectors.

This caused me to lose most of my channels viewable with an hdtv. When I complained to Cox, they wanted to charge me $60 extra per month to have my channels restored. Cox has even admitted that the technician acted far beyond the scope of his duties, however they have refused to repair the damage. The green box cable is next door, the filtering of channels is lawfully installed at the box, not on my home. The cables are my property because the house was wired for satellite, not for cable TV for over 20 years. In order to resubscribe to satellite TV, the wiring will have to be redone all over again. Cable companies are deliberately doing this in order to penalize customers who may leave them for satellite. I am interested in a class-action lawsuit. I live in BR, LA. Put an ad at Craigslist list in order find me.

Cox has shut-down my bulk emailing (to clients) without notice or message. The "service" has been down for 5 days now. I've spoken to 2 people on the phone over the last four days, and had online contact as well. No explaination, no help whatsoever. I was forced by Cox to switch to a more-expensive business program (explaining that I needed to email a lot of people). I was assured that would not be a problem. I highly recommend you choose another company if you want business service.

For the past few months, Cox Communications has increased my monthly service fee each month. When I contacted their (lack of) Customer Service, the attitude of their agent was "our fees have gone up... deal with it" - when I asked to speak with a manager, I was told "they're just going to tell you the same thing". I received an automated email response from Cox telling me that they "care" about their customers and that someone would get back with me - that was several days ago and to date, nobody has attempted to respond. Why is it that there is one ONE cable service provider for my area? If my memory serves me, I had thought that MONOPOLIES were against the law.

The following is an excerpt taken from my conversations w/cox communications and their prime customer/supporter the RI Public Utility Commission.

Me:Hi. I am calling about a couple of issues. How come every few months my bill keeps getting a few dollars higher even tho I made no changes?

Cox: After reviewing your account, you are correct that no changes have been made. We are not raising the prices every few months. However, the PUC gave us permission to raise the costs every august.

Me: I have my bills for an entire year in front of me now and I see raises more often than once a year, in fact it is a 3-4 times a year, it is almost every 3 months.

Cox: Perhaps the phone usage. At times you exceeded the limits of usage and hence extra charges for the phone and perhaps you made long distance calls.

Me: Look, we have cel phones that we use for our long distance calls. So don't go there, as I have said I have all my bills in front of me. So are you suggesting that my bill that I get in the mail is different from your records?

Cox: Send all copies of every bill you have and we will investigate.

Me: You are attempting to stonewall me. Nevertheless my second issue is that I want to downgrade some of my services. I want to downgrade to basic basic, turn in my 2 cable boxes too.

Cox: I can do that for you. However you will be required to pay 180. early termination fee as stated in your contract.

Me: Contract? What contract? I didnt sign any contract or have any knowledge of it. No one told me about any contract.

Cox: When you added anything you were entered into contract and was informed of this at the time.

Me: Well, let me ask you, since I have been with all the same services, no upgrades or downgrades, for over 15 years and have never called you to make any changes, how did you enter me into any contract? So let me get this straight, you enetered people into contracts w/out calling or mailing your intentions to the customer? You did so w/out providing the customer the opportunity to decline the contract and/or opt out? Who gave you the right to do this?

Cox: It is our new policy of practices and procedures. It is in our corporate bylaws.

Me: Oh! So it was cox's own laws of practice. Cox gave themselves the right to do whatever they want and whenever they want then?

Cox: Sir, I must go and deal with other customers, goodbye and ty for calling cox your friends in the digital age.

Me: Hello, is this the PUC?

PUC: How can I help you?

Me: I want to make a complaint against cox communications.

PUC: What is your complaint about sir?

Me: Cox entered me into a contract similiar to a cel phone contract that if I try to cancel or downgrade any of my services I must pay an early termination fee.

PUC: I know about that, there is nothing we can do about it.

Me: Also, cox has informed me that the PUC gives them the right to raise the prices every august, yet the proces are raised every 3 months.

PUC: We dont just tell companies they can raise the prices. They petition us to do so. In the case of cox, each year they petition us to raise the charges in accordance to the rising costs of living. In return, we get a percenatge of the increase as allowed by law.

Me: Wait a minute, people on disability income recieved notice that there will be no increase in their checks because, " The economy and costs of living have not changed and will not change for 3 years", so how do you jusitfy saying that they are given the right to raise there charges due to rising costs of living?

PUC: Sir, if you dont like cox's services, I suggest you find another cable company.

Me: You know darn well that there are no other companies allowed in RI, that cox is the sole cable company for this pittance of a state RI. Furthermore, PUBLIC UTILITIES COMMISSION is supposed to be a tool for the public to take their complaints to regarding any service that you regulate. It looks like that the public has no real recourse, that the PUC is really for the businesses. So if I pay some moneyto the PUC, a 100 grand or so, then do I get rules changed and prices dropped?

PUC: We are in charge of regulating businesses in RI that provide electric, heat and telecommunications.

Me: No, you are in charge of taking pay-offs from companies and in return you give them the right to suck the blood out of the consumer! have a good day, ty for wasting my time.

Decided to upgrade to DVR service and take advantage of a promotion. They had no DVR receivers for pickup at the locale office for 2 weeks finally was able to get one and they said the promotion was over. They gave me the DVR and said to try calling customer service. I called customer service and was told to bad. Now the promotion is back on 2 months later and the still won't honer it. I pay $160 a month and this is how they treat me. I'll be looking for satellite now. Save yourself the headache and just go with satellite.