Cox Communications
Reviews and Complaints

Cox Is the worst ISP in America! They illegally throttle service and block vpn use! They need to be shut down for their criminal tactics! They systematically throttle your service to the point were the internet is not even usable all because you want to protect yourself and use a VPN service! If u think these [censored] will help you would be wrong.. Cox has the worst customer service in the industry! Their customer service employees blatantly and negligently lie about the services they offer and what it provides! These clowns refuse to help you if they find out you are using a VPN service! They block ports just to [censored] with your vpn service! Throttling is illegal and yet this scumbag ISP continues to do it to millions of people because they are a piece of [censored] company. They have an illegal monopoly and consumers no longer have a choice! Of course our government doesn't do [censored] about it either! You have been warned if you think your ISP is bad you have no idea till you use these con artist criminals!do not get cox communications they will illegally throttle and block your vpn! Class action lawsuit is in their future!

I am disappointed with my Cox internet service due to poor communication about unnecessary maintenance on my internet line, performed without my consent and without proper follow-through.

On Wednesday morning May 9th, my neighbor came to my door and informed me that Cox would be in our neighborhood to "bury the lines" and requested I open my back gate. This was the first time I had heard of any maintenance, but I know and trust this neighbor, so I opened the back gate assuming Cox workers would communicate the plan with me before entering my backyard. No Cox employee came to my door during this process. At 10:30 am I lost internet connection, and I assumed this was part of the process and that it would be reconnected. I never noticed anyone in my backyard to ask questions to, but I noticed later that morning that our aerial line was no longer hanging and our internet was still not working.

On Wednesday afternoon, I had still not seen a Cox employee and our internet was still disconnected, so I attempted rebooting the modem and router twice prior to calling Cox. The Cox phone system prompted me to reboot the system again, which I did, prior to connecting me to an employee. At that time (3:30pm), the employee stated that a work order was open for 5pm - 7pm, and that if we did not have service by 7pm, we should call. Due to continued lack of service and rebooting our modem, both my husband and I called at 7pm, and the employee I spoke to said a new work order was placed from 7pm to 11 pm and that we should expect our internet to be back up after that time. She also stated that the outage affected "a larger area than expected". She also stated that this outage was unrelated to the maintenance performed at our house, however I knew this was not the case due to the cut wire in our box. She recommended I download the Cox Connect app, which showed I had internet connection, which I did not, and signed me up for Opt-In text notification on maintenance and outage updates. I never received any Cox texts during this entire process. By midnight, we still had no connection after rebooting our modem.

On Thursday morning when I still had no internet service, I called Cox again, and a nice employee scheduled me for maintenance the next morning, the earliest available time. He stated that he would file a separate maintenance for just our house since the other work orders had not resulted in a change, and he seemed sympathetic to the burden this was placing on me as I was searching for alternate sources of internet to complete final assignments for my Master degree. This morning, Friday morning, a Cox employee came to my house, was very kind and courteous, but was unaware of prior maintenance and was surprised that the line was cut. He asked me if Cox had told me when they would be continuing the maintenance, and I responded that they never told me about the maintenance in the first place and denied the responsibility of the maintenance on my lack of internet service. He came up with a solution to replace the aerial line in our backyard to reconnect our internet. He was prompt, cordial, and sympathetic to the lack of communication about the maintenance. We are now back online due to his problem-solving.

For a communications company, your communication is poor. I was never informed from a Cox employee that maintenance would be performed on my house, nor that the maintenance would not be completed, leaving me without internet for two days during my finals week for my Master degree. The nice Cox employees who answered my call did not receive communication that maintenance was performed at my house or that a line was cut in my backyard. The Cox Connect app that was recommended to me showed that my internet was connected despite the internet line being cut. The nice Cox employee who came out to my house to respond to the maintenance request was also unaware of the original reason for the call and that a line had been cut and not replaced. While I am grateful that my internet is now reconnected, thanks to Leon who gave us a new aerial line to replace our aerial line which was removed on Wednesday, I am frustrated by the lack of communication by Cox Communications, the untimely response to my request, and the burden that lack of internet placed on me during finals week. I am happy to say that now that my internet is reconnected, my first order of business is to file a complaint against your company, and my next is to search for a new internet service provider.

I'm getting charged for all this services and the service is not being provided professionally! My main cable box has not given a visual channel in about two weeks, internet slowed down tremendously, I've turned off the box multiple times, also I am being charge for a cable box I have not used for the entire length of services with COX! I am a paying customer and these example I've wrote about are completely unacceptable! I literally would like to shut off service at this point I would want someone with the ability to fix all these 2 week long issue since starting services with COX. [protected], I don't feel like I should be paying 198.88 for the completely [censored] services! If this is not resolved I promise COX will not get another dime out of me, I'm over there disrespectful retention line yelling at me over the phone (the bill still is going to a collection agency!) Nothing but [censored] service from this company I swear!

I switched to Direct TV in November of 2017. Direct TV told me they would take care of cancelling service with Cox Communications, butI continued to be billed for services in December, so I contacted Cox Communications Service online thru their Customer Chat on the Cox Communication Website. At the time, they told me they understood that I wanted to cancel service, to disregard the bill for December and that my services will be terminated. But in January, I got another bill with charges for December. Again, I contacted them thru their online service and they noted the error and that I had contacted them in December and told me they would fix the situation. I needed to turn in some equipment and they arranged for a serviceman to pick up the Cable Box, which they did. After that, I shouldn't be billed anymore. Then I get a call from a Collection Agency in April 2018 saying I had an unpaid bills from Cox Communications. So I contacted Cox Communications again, this time by phone, and they told me they had no record of me ever requesting to discontinue service and that my service was canceled in February due to unpaid bills. They claimed they had no record of me ever trying to cancel service, nor did they have access to their Online Chat Customer Service communications since that was a separate entity (i.e. still a Cox service, just not accessible by phone Customer Service people). So they completely disregard my previous communications with their Online Customer Service People and act as if they don't count since I never actually called them on the phone. Now, since they have discharged the debt to a Collection Agency, they no longer want to try and fix the situation other than accepting payment. I just want the situation to be resolved, the charges to be reversed and collectors to stop calling me.

I have been with Cox for 23 years. Today I get a bill for a service fee of $75 for a defective mini box, I have to rent from cox in order to get their service. I called tech support and spent a half hour troubleshooting it. I told the service rep it was a defective box. She stated I had to have a tech come and troubleshoot the problem. I have never been charged a service fee before. I called COX about the fee and she stated it was a correct fee, even though I rent the box thru cox and it was defective. The technician, walked in my house. I told him what was wrong. He changed my box and left. Why charge us rental fees on equipment, then charge us service calls on defective equipment. When my contract is over, good by Cox. I had heard a lot of people are cutting cable so this is what companies do now...fees on top of fees.

I called in because I received a call about a payment they didn't receive. After calling 1-800-913-0377, and speaking with operator (30091) and telling him that it's impossible they didn't receive a payment because I always pay the payment with credit card and I always pay it a month in advance. Operator 30091 began to cop and attitude and telling me I owe them $236.00 and my service was going to be shut down if I didn't pay them, I told him to go back in the computer and check and they'll see the payments were made with a credit card and if it's anything I'm paid ahead. Operator 30091 kept giving me an attitude saying he waiting me to tell him when I made these payments, I replied back saying you guys don't have a record of my payments, operator 30091 replied back saying don't tell me how to do my job, I know how to do my job. I told him to lose the attitude talking me now I'm the customer. Instead of doing his job and researching my account properly operator 30091 hung up on me.

I called back and spoke with another rep. who did verify that I was paid ahead.

I've had cox communication cable and internet service for over 14 years and have never had a problem with their customer service division until now. The disrespect, bad service by operator 30091 and his lack of doing his job properly is now forcing me to explore other cable and internet options.

I am a new costumer for cox, just got my account set up for the new costumer promotion and had been paying my bills every month on time & just recently, my account has been charged $184 for the month of april. I had called them in concern of why my account has just doubled the amount that I usually would pay after first month set up fee which would be around 75-80 and its ridicoulous how long I have been on the phone with these people! Transferring me from one person to another not even knowing what the problem is on my account! One rep says that my accounts balance has increased due to credits/rates (that I know nothing about) and then another saying one of my payments has been rejected for the month of april & been made the next day? How confusing can they be? Seems like they don't even know what they are talking about! Yet, they keep telling me they still researching my account and still comes back up with somthing different to what they said earlier? I hate being on the phone and being told to wait for almost 3hours with nothing solved! Its not worth getting services from cox! They do not know how to handle thier bussiness professionally.. Not to mention how they just hung up on me after telling me to hold! Its ridiculous!

I have screen shots of amounts due on my bill and also payments made. Every bill cycle i get a bigger bill and have to fight to have it fixed! This bill is now $60 higher. I called and spent 2 hours on chat which i also have a copy of and was brushed off and my issue was not resolved. What a waist of my time! Your reps are rude and dont know how to do their job or even care. This is not at all an honest service provider. I need a correct and honest bill just one month atleast. This is why i scheduled cancelation of cox and thats when the offered me to fix my bill and adjust it. Just to take bake there credit a month later and tell me i didnt pay my full previous bill. I have proof and am ready to take this to court

We have been customers of Cox for more than 30 years. We've become used to the games they play with rates and promotions and learned that we have to call the month before the promo rate expires and threaten to cancel our service to which their reply has always been to offer a "new promotion".
I have to credit them for being creative and training their employees to play dumb but they're stooping to new lows.
We have always received paper bills and have made no request to change but stopped receiving bills after February of this year. Knowing a payment was due we made payments in March and April totaling a few dollars more than the monthly bill we'd been paying. Then we receive an email that our account is past due so we went online to sort it out and discovered that the "promotional rate" we were on expired March 1st. Isn't it interesting that the cessation of paper bills coincided with the expiration of the promo period.
We called to discuss it and were told that the change in billing was an automated event and they were sorry for the inconvenience. We then asked to speak with someone about options to lower our monthly bill and the best they could do was offer a new "promotion" that's $20 more a month than we were paying.
I understand that businesses need to profit but an annual increase in rates exceeding 10% far outpaces inflation and the average increase in income for most folks and they've been getting away with it for years!

I all of a sudden have went over a data cap that I wasn't aware that I had. The cap apparently was just added to my account back in November. Cox said they sent out a notification on this but we didn't agree to anything. We apparently have been well under this cap until this month and now were over. Charged 10.00 a gig over. How is this right? We were not given an option to change our plan nor were we aware of the data cap! We haven't done anything different but yet we have used twice has much data this month apparently then is normal. We have had this same plan for years so I never though to look at the bill. I got an email but it looked like other spam emails I have received with a bunch dashes in the email address. I was afraid to open it. I thought I better do so today just in case and it said we had a data cap. I called and was told we didn't have a choice that they just added the data cap. I had the option to upgrade my plan to give us more gigs although we normally only use half of what our supposed cap is. You also can't tell me what we used our data on! How do I know someone is not stealing it! Our cell phone companies can tell us exactly where the data usage comes from! If your going to cap off our usage and charge us more to get more usage on a plan we already had that didn't have caps then we should know what that usage is going too! If I have to worry about paying more for my data then I need to know exactly where its being used!

On November 6th, 2017 I signed up for a Bronze Package with Cox Communications at a rate of $131.22 per month (new customer promotional rate) with a 2 year contract. In late December, I requested a seasonal disconnect ( rate of $31.09) effective Jan1st thou April 11th. Upon returning, I was informed my initial rate had jumped to $ 213.77 as my promotional rate had been terminated and was no longer valid.

My issue is no one informed me that the promotional rate would not extend to the completion of the 2 year contract. Had I known that I would have left the original rate in place and avoided the 63% increase. In a twist of irony, a Cox supervisor stated they have changed their policy effective May 1st to continue promotional discounts during and after seasonal disconnects!

My request is for Cox to honor their 2 year contract and reestablish my initial rate of $131.22.

Walt Hojnacki
Account # 001 5414 [protected]

Not that you even care. Because this happens too much for anyone to assume Cox give a flip about customers. I work from home. I have digital phone service doing customer service from home. it makes it very hard to fix people's technical issues. It happens multiple times a month a week at a time. I'm fed up with horrible service and reps that can not actually fix the problem. Get some professional personal to over look the network and make it stronger as far as infostructure. Please and thank you.

Fox News Channel (51) has been silenced for the second time in my home! All channels work perfectly, both audio and video. Only on Fox News Channel is there no audio. We watch Fox News almost all day. We have 5 televisions. This is the second of our receivers to lose channel 51 audio. A technician replaced the first one; a technician will replace the second one. The question remains: Twice within a month? On separate receivers? Coincidence? I need a phone number to call Headquarters Customer Retention.

I am a 63 year old customer of Cox for 30 years. I lost my husband and my job and have been struggling financially. My cox bill which was reasonable at one time continues to increase even though I never change my service. When I called last September the girl assured my price was set for a year $152.72 Here we are in April and its now $163.88 What I don't understand is new customers are rewarded more than loyal customers like myself. I can't understand why I can't get a price that remains consistent?

I'm very disappointed when I called I was transferred to another department and told nothing could be done. I am now forced to look to see what other options are available to me as obviously no one seems to care whether I remain as a customer or leave. My cox bill is the most expensive bill I have and I live alone with one tv and no HBO or movie channels. I really think you should consider how you treat your customers

Patricia Dockswell
3036 Yankee Clipper Drive,
Las Vegas, NV 89117
[protected]

I am new to Arizona from Michigan and went online to start service with Cox, I picked all my options I wanted and at the end paid the $20 deposit that they charge after you set all your stuff up and was given a number to call to complete setup. I called to complete the setup and was told I can pick the boxes up whenever just needed my drivers license to pick them up, I work until 8pm and all their stores close at 7pm so I left work to head to the store and there's no wait, I go to the counter and am asked for TWO forms of ID, not a big deal I had my debit card on me so I gave it to her. She types some stuff in and then says "There will be a $50 deposit for the cable box and you never paid the $20 online so I'd have to charge you that as well so it'd be $70" I have a screenshot of the screen after the $20 fee was paid. I was never ever told one time about there being a deposit for the box when I was doing the application online there is a section at the end after you enter your card number stating "If we have to charge or debit more than $20.00 or change your install date, a Cox Customer Care representative will contact you by telephone at (My number)." I was never once told over the phone by that customer service rep that there would be any additional deposits needed. I cancelled my order through them and left. I called customer service back once I got back to work and decided to give them a chance to fix it by waving the deposit and was told that there was nothing that he could do about it and that there would be a deposit required no matter what. The problem that I'm having is not about the money because I totally get the need to charge a deposit from someone who has no credit, my problem is that I was told that all I needed to do to pick up my device was bring my ID in and I'd be given my box and I go to the store and that's not the case at all. I had a total of three issues with Cox before I even full started my service through them I can only imagine the hidden fees and scams that happen in the 12 months of service...

I am pissed off because my in laws are over 40 dollars over because of your [censor] data plan of 1TB, we shouldn't have to upgrade because of you greedy [censor] selfish [censor]. I refuse service with Cox because of your data plan, and would rather have no internet then to work with greedy selfish [censor] like yourselves. You don't cost yourselves 1 [censor]ing cent when we go over, and it's wrong to charge us for a [censor]ing data plan. And in many ways should be illegal to do so.

How can the same shows be shown every day and then even switched to different channels. What company is in charge of this process. There's no luxury in the service if it's going to be no change in listings. I think that it's dishonest to the customers paying for something that they do not receive
The company can entertain customers more. We keep the company going.

When I signed up, I specifically was told this was a 2 year fixed price agreement, that my bill would not go up. I specifically asked about that to hear him repeat it back again, then asked again at the end of the call.

My bill which had a discount in it to reach the agreed to price has now dropped by $20.00 a month thereby increased $240.00 in the second year. Cox Billing said year two the prices go up and said the agent would of told you that, yet they were not on the call so how would they know? I spoke to Cox Billing, they refused to do nothing and decided the increases remain.

My fixed phone bill fluctuated from 34.99 to 35.05 to 36.10 to now 35.10 over a few months, but also was to be a fixed price as part of the bundle.

Moreover, Cox tries to charge you for a technician coming out to repair Cox equipment or services. This was not mentioned in the sale call.

None of this surprises me as cable companies are notorious for not being truthful in sales and their ads. "No contract, no gimmicks, tricks, or surprises..."

I'm not happy with Cox at all and Cox choses to do nothing about it.

Well, I too and not surprised by the gimmicks, tricks, and surprises, the cable industry has a bad reputation.

I pay for Premier internet My connection is down 70mbps down 0.9 mbps and that goes in and out I completely loose connection more then 100 times a day I've been nice I go throw your steps the in home techs always say its a line tech issue its been ongoing for 4 years now I have to start all over each time a new tech comes over all coax and router were replaced in Dec. And Oct before that. They always want to replace new wire don't know why I really just want my internet fixed 4years is way to long to have the same issue

One of Cox's lines came loose during a storm yesterday (13MAR18) and is hanging about a foot off the ground completely blocking my driveway. I couldn't get out to go to work today. When I called this morning (14MAR18) the best "customer support" could offer was an appointment sometime between 8:00 am and 10;00 am on 15MAR18, they to request a higher priority, I considered just cutting the line but, that would have cut off my neighbor as it is still actively providing service to his residence. I realize there are multiple outages due to the storm but, do any of them involve cox's lines blocking all vehicles to a residence? Doesn't Cox think that should be a higher priority than fixing a loose connection at a residence? I called again in the afternoon and got the same story. My neighbor called threes time and got that story. My wife called and got the same story. A few hours I wouldn't have a problem with but, well over a days of missed work? Who's going to compensate me for that? Right now this is the worst customer service (or lack thereof) I have ever experienced and I am seriously considering pulling all my business from cox. Can somebody please do something to fix this so I can go to work and provide for my family?