Cox Communications
Reviews and Complaints

Hello, to whom it may concern. On Jan. 5th, 2018, I applied for new customer internet service. I did not have to pay a deposit. But I paid a one time $20 activation fee. I was told that I had to call back in the morning to activate it. I called the next morning with the phone number I was provided with. A representative then told me I had to go to a Cox Cable store. So I drove to the nearest store which is a 30 minute drive from my house. When I got to the store I signed in at there check in sheet and waited a half hour to be seen. The representative from the store handed me a piece of paper that explained on how to connect my router and modem. The representative said to just follow the instructions to get my new service activated. I drove home and connected all of the equipment I had. I then spoke to another representative on chat. I was then told that I couldn't activate my service cause of an existing account from the same address. I assumed it was from the prior tenant that moved from the house. I was then told to go back to a Cox Cable store. After I just got home from a Cox store. I asked why I wasn't notified that I couldn't open a new account in the first place. I was given no explanation. The representative said here is a phone number for our loyalty department and that they would compensate me for my incovienece. I was on the chat site for over a half hour. I then called that phone number and spent 1 hour and a half on the phone and still nothing had been resolved. The gentleman I spoke to was very nice and said he would call back later once he got a hold of someone from another department. I called the Cox toll free number an hour later and spoke to a new representative that was trying to help me activate the internet I ordered. The previous tenant left there equipment and I was able to have it transferred to my account. I was told I would have to rent it though. So I was transfered to the automated system so that I wouldn't be charged an additional v$10 fee. The automated system couldn't verify who I was so I had to call yet another representative. They then said I will transfer you to billing. I reached the billing department and it said to call back during business hours and the automated service came back on. It still couldn't verify who I was. So I called another representative. They told me I have to call billing back in the morning. I've spent over 8 hours today on the phone, at the Cox store, and online and still have been given the run around. I'm very displeased with the service I have been provided with and it's extremely unfair. I was promised compensation for my inconvenience and as of now, nothing has been done. My service hasn't even been activated yet and I'm considering on going with another carrier. That is vvery poor customer service. I hope other customers don't have to go through what I did today. Sincerely, Ty Patton. [protected] email- [protected]@yahoo.com 4852 Dorrance Way unit A Carpinteria, ca. 93013

My home took on 6 foot of water in August 2016. I called Cox as well as all of my service providers to cancel services indefinitely due to not knowing how long we would be displaced. We are still not in our home at least for another month. After a year and almost half later I am being charged $400.00 in equipment fees. I was told to send in my proof of flood which I did and that it would be taken care of. We currently only have wifi at our uninhabited home
to use while living on the property in a Fema trailer. 400.00 was added to my bill and service d/c due to me not paying this fee while being told it would be handled. It has never been handled after countless hours on the phone with your customer service people as well as 2 trips to a store. I have done all that was instructed by Cox each time and this is still the end result. You have absolutely failed me as a 30 year devoted customer going through a disaster Shame on you !

I was calling to cancel my internet service with Cox. The agent, Damian, was trying to convince me to stay with their company service with some discounts. After telling him that I was sticking to my decision, he finally did what I asked after I repeatedly tell him my decision more than 3 times. Right when he told me about the status of my account to cancel, he hung up on me before I can ask him to clarify my status and more information on my account.

Jame & Elissa Fant
808 Primrose Ln, Chesapeake VA 23320
[protected]

Cox Cable Boxes returned on 12/21/!7: Still on our Credit Report, please remove off of all Credit Agency and the cost of these cable boxes was CHARGED to our Bank Account in the amount of $1, 423, please refund fees

Receipt NBR 5628422

[protected] DSA301U

M1087TEM117 CMH3416
M10528TCA729 CM06413
M10623TC0629 CM06416

How are the retail staff trained before they start seeing customers? I visited the store at 3rd St & Bell Rd in Phoenix AZ after going to the corporate location on deer valley rd because the website said I could return equipment to that location only to find I couldn't. I do not drive so I am dependent on public transportation, so I knew this would be a 3-hour event without even the amount time I would spend in the store. I arrived and signed in and watched and observed each of the 3-5 clerks assisted customers. During my 40 minute wait, one of the clerks was with just one customer the entire time. It was apparent he was new because upon my arrival it looked like a manager was helping him, but they he relied on the remaining 3 other clerks in the given area to help him. I noticed who signed in immediately in front of me so I was able to determine when I would be next, so finally one of the clerks finished up with a customer and then another customer walked in and started asking him questions, the clerk didn't call my name and he started helping the guy, after a 40 minute wait, not counting the 2 hours it took me to get to the correct location I was nervous that I would be getting home after dark and I am on a mobility device and it is not safe after dark because I have no lighting to help guide me. So I asked the guy why he was helping the other guy without him having to sign in and wait like the rest of us, his name is Vincent.Torres, at least that is what the card on his workstation read. Then Vincent started aggressively yelling at me saying he was helping him and after that he was going to lunch so he wouldn't be helping anyone. Wow, such unprofessionally, a few things, it was obvious the other guy with the 40 minute customer lacked training and why the first manager didn't stay out there to help him until completion is beyond me, having to rely on other clerks when you have a lobby full of people is extremely frustrating for all the rest of us. Secondly, Vincent has no right to yell or treat customers poorly, I was not rude all I did was ask a question, after he helped that customer he did that knuckle bro thing that was completely inappropriate, this is a place of business, not a sporting event. Overall turning in my outdated equipment turned into a 5-hour ordeal fortunately I was able to arrive home just be dark. I am sorry that Vincent hates his job and the other guy is not trained adequately, but that is not my fault and to get respect you have to give it, and clearly, Vincent does not understand that concept. I kept services with Cox so I am still a paying customer, I have been a customer way before it was called Cox, when it was called dimension cable. Well over 20 years, I hope that Vincent gets a talking to, to remind him or train him on his professionalism.

I came with my own modem router that I had gotten from someone and instead of Cox telling me that they can't replace it they just took it. And tried charging me another one. I tried to get it fixed and everyone is playing dumb saying It wasn't mine to own so thanks for stealing my stuff. I don't know if I was never supposed to own it or what but it wasn't labeled on my account I owned the physical modem/router and I brought it in. They said screw me taking it without even telling me that it wasn't mine to own or they can't switch it out and now everyone is playing dumb saying it was never mine I was renting it when it wasn't even linked to the account. And onto that they are trying to charge me for something I don't even have now. And never had.

I purchased the gigablast package first off I was never informed that it would not come with the router so when his daughter came and installed it he advised me that I needed to buy a 3.1 router so I can use Wifi 3.1 routers on existing only really just for 3.0 I spent $200 on a router because I was told by representatives from Cox over the phone that you did not have a router that was compatible with gigablast a week later I'm watching one of your commercials and it turns out you do have a router that is so fast inexpensive internet throughout the whole house guaranteed but it needs gigablast to work now I'm stuck with a $200 router that I purchased when I should have just gotten the one you guys had but your employees told me that you guys didn't have one and now I don't have WiFi throughout the whole house certain areas of the House of his reach I've been lied to by the employees of Cox already and and I'm spending a lot of money with you guys to be like to I don't appreciate it I will talk to Department of Veterans Affairs because I am a veteran alarm preciate the way I was lied to and deceived

I have had several run ins with your customer service line, all have been bad. I've had sarcastic, rude, and unprofessional associates answer my calls. I've PAID for a service call that made my service worse rather than better, and FYI, I'm not paying for another bogus service appointment for them to NOT fix my issue again. I am going to find another internet provider because any time I call I end up angry and worse off than when I started. Cox is by far the rudest and least customer friendly companies I've ever done business with, and I refuse to spend money to be treated like that!

I got a new BUNDLE package for TV+Internet+Land line in the month of August 2017 and was paying 124 USD. I was told unlimited overseas calling by the sales team as part of this BUNDLE Package.
After 2 months of usage (Please note not the first or second month):I received around 350 USD charges to make calls for country Kenya. My Account # is 001 8610 [protected]
The reason which was told to me was interesting : I was told that I was saying 2 Dollar less than another BUNDLE package hence this country was NOT free. I said ok revise my plan and I started paying 126.62 USD. Despite several followups and tickets raised the charges never got reversed.
Today on 12/11 finally I ordered for cancellation.
My FEEDBACK: This BUNDLE package is having lot of hidden things which sales person will never tell you. Please AVOID COX or be double careful while purchasing any Bundle plan.
I've logged 3 tickets over the time and followed up more than 10 times for settlement but of no use.
Ticket # KSR-[protected] raised on 10/7
Ticket # KSR-00000-6071417raised on 11/7
Ticket # KSR-00000-6125173raised on 11/18
TICKET # CUI-00000-[protected] raised on 11/23
I'm feeling like cheated.

First communicaton -- totally ignored

Phillip D. Lovchik - Artist
3934 No. Athenian Phone: [protected] E-mail: [protected]@yahoo.com
Wichita, KS 67204

August 24, 2017
Dear Cox Cable:

Having terminated my association with your company in July, I was expecting that one of your employees would be coming by to collect the equipment that had been connected to my PC and TV. I planned at the same time to send a check for the amount that I owe you for the last days of service before it was terminated.

Some time has passed and the equipment is still in a box in my kitchen. Since it is clear that you do not intend to come by to pick up these items, which is odd since I am sure they have some value to you, I have taken it upon myself to deliver them to one of your offices, together with the remittance of what I owe you.

Your company began to lose favor with me when it went digital, depriving me of ready access to TV and saddling me with those pathetic mini boxes (only one of which I was able to get to work). But, as it turned out, I soon found myself with little or no time for watching TV-- during the past 18 months I have watched no TV in my home at all! In light of this and with my monthly bills inching upward - plus the impending addition of rent for the mini boxes - I attempted, early in the year, to alter my "bundle" to reflect my actual usage. I was denied. I was told that, unbeknownst to me, I had entered into a contractual obligation from which I could not disengage without severe penalties. I made one last attempt in early July to alter my service with Cox, which again was denied. By then I was totally fed up and decided to look elsewhere. Good move. I now have the services that I need and use for half the monthly cost that I was paying Cox for the past year.

Find attached my check for the final bill, which includes an "early termination fee" of $24, which, in my opinion, is adding insult to injury. I considered charging you a $24 delivery fee for your equipment, but decided to make a clean break of it.

Check #1265, my acct with Fidelity Bank, written Aug 24, 2017, for balance due of $27.40 for services received during termination period. Regretfully I returned the bill with the payment. Subsequent bill received for period following termination, which was not valid and was not paid. I following letter was sent to Cox Communications.

Phillip D. Lovchik - Artist https://www.flickr.com/photos/20632026@N05/albums
3934 No. Athenian Phone: [protected] E-mail: [protected]@yahoo.com
Wichita, KS 67204

Oct. 29, 2017

Subject: Inappropriate correspondence

To: COX right hand

CC: COX left hand

The accompanied correspondence indicates that the cessation of my association with COX Communications has not been properly recorded or communicated among your various departments. My account has long been settled - all remaining charges were paid and all equipment returned some time ago. Not only are there no outstanding charges but I was issued a refund for overpayment!

Please inform whoever is responsible for generating these irrelevant and bothersome notices to desist.

No response was ever made to either of these letters from Cox Communicatons. Instead they turned the matter, as they saw it, over to a collection agency that has been harassing me ever since. I have ignored this harassment for the most part, but now they are threatening to derogate my perfect credit standing. I want this intolerable harassment stopped by both this collection agency and Cox Communications.

I will be calling again tonight. For the past 3 months I have had to contact COX about my bill because COX disconnects my services because my bills are wrong on mistakes made by COX. Last night 12/7/2017 I had people over to watch the football game and I had no service. I spent a total of 2.5 hours on the phone only to be disconnected twice. My services were put back on during the end of the 2nd quarter of the Falcons/Saints game, but my bill is still unresolved because the last person I was talking to said that there was no one available to resolve it, and they hung up. I spoke to 10 people last night. I was told if the line was disconnected I would receive a phone call back (never did). This process has happened for the past 3 months (look at your notes), and takes me 1.5-2 hours to resolve and for COX to admit its mistake.

I have never asked for anything more but this is crazy having to do this every month, to have service interrupted and having to waste my free time, pointing out the mistakes that were made.

In order for me to continue, I am requesting that my Internet services to be upgraded, my bill to be correct, I want all the premium channels, and my bill to be lowered as a token of appreciation and apology for having to deal with this.

If this does not happen I will contact the BBB, my state's Attorney General to inform them what is going on with your company, and I will switch my services, for the hassle. If COX can fulfill my requirements then I will stay on as a loyal customer.

Again, I will be calling tonight when I get off work, and more than likely I will spend another 2 plus hours dealing with this issue. I apologize for the long note, but enough is enough.

During the day I can be reached by email

Martyn J Harney
45 Wellington Hampton VA, 23666

[protected]@gmail.com

I would like to put in an official complaint about a service technician in San Diego County named Jose S, Tech ID #30269. Jose came to our apartment to do a service transfer when we moved from Orange County to San Diego. We had all our old equipment with us, and when he arrived he told us that his equipment was outdated and that he would give us the newest version. After he completed install, we asked if we should just return the old equipment to the store and he said not to worry about it, and that he would take it with him and turn it in for us. He was very nice, so we didn't think anything of it at the time. But a month later we received a bill for $650 in missing equipment. Apparently Jose never actually returned our equipment.

We called customer care immediately and filed an official complaint and submitted an inquiry into the matter. After not hearing anything for a month we assumed this matter was resolved. But then sure enough, we received another bill for the missing equipment in November. Unfortunately, that's where the customer service completely stopped. We called Customer Care back several times and even went into our local store for help and everyone said that there was nothing they could do if we couldn't prove what happened. They said that if a tech had taken the equipment he would have given us a receipt. Well... that was not the case with Jose. I understand that as a company, COX has to protect itself from fraudulent claims, but shouldn't you also be looking out for your customers? We were basically called liars and dismissed over and over.

Called to set up internet service at residence when moving instate to AZ from MN. Was told on the phone call that the charge, outside of the monthly service fee, would be a one time $75 installation fee. Technician arrived 11/25 to set up service as planned. I informed him I had a router. He asked if I had a modem. I said no. He installed one. Service works great. Received bill on Saturday, 12/2. Called customer service to discuss the $199.99 purchase modem fee as I was unaware of this fee by COX or that I had to pay anything for a modem as it was not discussed on the phone with set up, nor from the technician doing installation. My past experience as a customer with internet service has not been to pay for a modem. I was informed on the phone 11/25 of this fee or rental fee. The service rep, on 11/25, acknowledged the situation as needing to be addressed by a supervisor due to how this was handled. I was told supervisor was on break and would call in 5-15 minutes. I did not receive a call back from Cox or a supervisor. I called again Monday, 12/4 after work to follow up. I spoke to another customer representative for quite some time as she was trying to reach a supervisor, following review of notes. The customer representative (Shanna) called me back after a few minutes, not a supervisor. She stated she was able to finally reach a supervisor and was told the only way to review the charges of $199.99 would be to return the modem and purchase a modem from a 3rd party. I told her I was aware of this option from Sat, 12/2 conversation with the first customer rep, however, I was under the agreement from him that there was service recovery needed to be done and that a supervisor would follow up to discuss the situation- including, why I was not told these options/charges initially, why the technician installed it without it being on the order (I'm told this is unusual and does not happen), and to review why I am being charged 3X the amount of a modem that is 1/3 cost from a third party (and an updated model of the same modem). The second customer representative 12/4 was apologetic and obviously had no control over the situation and offered $20 to be credited to my account. As I shared with her, I will be reporting this to the better business bureau as I feel this is a scam as well as poor customer recovery. It is completely unacceptable to be charged something unawares, not be given option ahead, and then having no follow up by customer service to remedy the situation. Instead, as the customer, it becomes MY problem for something COX did not do correctly nor offer to fix their error. I have to now go out retrospectively and buy a modem, set it up, and figure out a way to return a modem that got charged to me inappropriately. This is time and money for me. If COX would have had a supervisor call me to discuss this, apologize, and maybe charge me the cost of the 3rd party modem I would have been satisfied as I understand mistakes happen. As a new customer, this is very disappointing as service to the customer is NOT a priority.

Run away, and fast. Don't know what the hell is going on but estimate out of business by 2018. First, no definitive pricing plans on their website. They data mine then give you individual, non-general public, pricing which screams corporate gaming. Next, if you do have an account, in your management section, no prices to what you are paying only itemized list of your services. No way too change your own plan and EVERY OPTION IS ADD OR UPGRADE. So, you have too phone in to change any services which was not always the case. Then you talk to a rep, about your services who has an adversarial attitude as customer service. Their stance is from looking at your account, always, as doing you a favor with whatever they are charging you which you can't determine the price for any individual service, in your account management panel. A horrible, horrible company and experience.

It is rather appalling that a corporation that claims good faith will partake in racist remarks towards it's clientele.The store in question has a representative by the name Alicia Taylor who is a rampant racist individual, the incident concurred in where the representative made a racist remark claiming that I could be related to someone of hispanic heritage based on my " ethnic look" now such statement postulates a racist connotation and shall not be overlooked. Upper management at Best Buy was informed of the many racist incidents this individual has partaken in, nonethless they refuse to take matters into account.When you analyze this closely, it is detrimental to your corporate image as the consummer will refsue to buy your product
Store number 438

They are a 2 hours late.but first they call me and tell me they will be a few minutes late and a hour passes by and i here nothing so i call them and the said they had to rewire some one house.and i here nothing from them i told them i had to pick my son up at two.terrrible service and know i will be late picking my son up from his dad. :( very disappointed.they can expect no tip from me .

I spoke to both a customer service representative and a billing supervisor named Patrick. I expressed that I paid my bill and it didn't go through. I have a memory of doing so but because they waived a late fee for me earlier this year, they wouldn't do it again. The first time was because when I signed up with Cox to begin with, my email's inbox was so inundated with Cox ads pushing me to purchase things I don't want, that I missed the bill. This time, I submitted the payment on-time, but for whatever reason the payment did not go through. Apparently that makes me liable. That is what Patrick said. I wonder if Patrick followed up every time he used his health insurance or credit card or check book. I trust American Express, United Health Care and Wells Fargo will take care of me—but not Cox. It's a shame that I chose to go with a company so unreliable. "I'm sorry you feel that way" doesn't make Cox a better company or make for better customer service. You may as well train your customer service agents to avoid that phrase because we all know they're not sorry, it's just more money for a bad service. You're a wallet-sucking, low quality company with shotty internet service. My parents have had a terrible experience with Cox and now so I have I. There's a reason Cox has such a low rating with Consumer Reports. If there was another service option in my area, I would take it immediately.

I am so tired of Cox Representatives being so rude and unprofessional when I call in for help. I called in the other day because I was having difficulty with my new cable boxes. I went into Cox Cable to return my old boxes for new ones and she didn't give me back my computer modem. Turns out Cindy did it on purpose so that I would have to pay a 35 dollar technician fee. I call the next day and the representative Justin told me it was a shortage in my area and that he wasn't going to send anyone out to help me. I told him I have been having the same problem for 4 days and he ignored me. I feel that if I am paying for cable and internet services then I should get help and not blamed for the problems. Customer service is important for a business. I am tired of the attitudes, laziness, cluelessness, trickery, and rudeness on the phone and in person. Then you wonder why I downgrade my services because I'm paying an arm and a leg to be treated like I don't matter or that I'm wasting their time. Everything with Cox Cable is a fee or extra money. Cox Cable has bad service, their employees are rude and lazy and I'm tired of the young employees who think they know everything when they know nothing. Get it together!

I called today, 11/14/17 around 6:30pm to ask a question about the new service I'm supposed to (supposed to because this horrible customer service already has me reconsidering) have service installed on 11/16/17.

I simply had a few questions to ask about my new service. Instead of receiving answers, I received ATTITUDE. I tried to ask SUSAN to please listen, instead of spewing out sass, and she continued to talk over me. So I hung up.

I called back to hopefully receive someone friendly, and intelligent, but received Susan again. Her bad mood rubbed off on me so I told her "I was really hoping to get someone else" in which she replied "So call back again, [censor]" and hung up on me.

Is this really how your agents talk to their customers? And they must do so, knowing they won't be fired.

I haven't even started my service with COX and already don't want to deal with having to speak to their employees. That's really sad.

Please don't let this slip through the cracks, as SUSAN definitely did not seem to care one bit to cuss at and demean the customer.

Horrible.

Hi:
I was a customer of Cox communication for over 20 years. I moved from my property in Escondido, with Cox cable at that property for about 20 years, on a temporary basis to a condo in San Diego, with Cox cable in that property as well. I have been with a good standing with Cox for well over 20 years. in September of 2017 I move to my current residence in Rancho San Fe. Cox did not offer services at my house in Rancho Santa Fe, due to being a new neighborhood. I switched services to ATT/Direct TV at this time, due to Cox declining to provide services at my new residence. Cox sent me a bill for the hardware that was delivered to my condo at 321 10th Ave in San Diego. I returned all the hardware to their store in Escondido, and I have a receipt of that. I have been harassed by Cox and their collection agency multiple times. In multiple phone calls, spending hours, I have explained the situation for them. Cox has checked their database multiple times and agreed that all the equipment has been returned.
The following is a summary of my transactions and contacts with Cox, describing the issue;
1) On Oct 4th, 2017 the following equipment were returned.
 CSH424H, DTS1100, DTS 2500 and CSX022
2) On Oct 31st, due to Cox phone call, I spoke to Tina and she said all the equipment has been received and my balance is zero.
3) On September 8th, due to Cox phone call, I spoke to Ruth, Mellisa, and Nicole. Nicole being a manager confirmed that all the hardware has been received, started the paperwork to remove the charges on my account.
4) On November 14th, due to Cox phone call, I spoke to Ola in collection, I explained the issue to him, and asked him if I can speak to a manager. He told me there is no manager to talk to me, but he finally transferred me to Rick, who was supposed to be a manager, and after I explained the situation and informed Rick that if charges are not removed, I will fill a complaint with FCC and BBB. Then he hanged up on me.
5) On November 14th, since Rick hanged up on me, to complete my conversation, I called Cox again and spoke to Tammy. After I explained the situation and informed her that either she let me talk to a manager or I will fill a complaint with FCC and BBB she hanged up on me as well.
Based on data presented, I would like to file this complaint against Cox with FCC.
Thanks
Mohammad Akahavain
[protected]