Cox Communications
Reviews and Complaints

I called in 6/09/2017 and spoke to Monica @ extension 773887 regarding my account she was extremely rude and very aggressively with her tone. She sound as if she was lying in the bed and I I called and woke her up Maybe someone need to explain to Monica the importance of customer service and our Money that keeps Monica employed. I will be leaving Cox communication simply because of Extremely Poor Customer service and you can Thank Monica @ extension 773887 ...

I have been customers for you guys for some time now and ever since I moved to my new address your service has been a headache not only I have to constantly call you for my service not working you guys have been screwing me over with my bills and payments, over charging me for my service not even working, your company is suppose to be the best and thats why I moved to you guys, I honestly have to say that COX is the worst company ever! and I just pray you dont victimize other customers like you did me, I dont know who the CEO or the owner of the company is but you should be ashamed of what your company has become.

Called in April 2017 to change the name on our account from my husband's to mine due to death. People I spoke to were very nice and I asked to have my bill lowered as well. Bill does not get lowered, account name change does not take place. Now speak to someone else in customer service - very nice - in May. Does everything with me on the phone, lowers my bill substantially. Two weeks later still not completed. Am without phone for 3 days, am given a temporary phone number for 2 days before I finally speak to a supervisor who thankfully and pleasantly takes care of this for me. Am I done? NO! Receive my bill and it is $300. The account under my husband's name was CLOSED! My NEW account should be considered me as a new customer - because nothing went through easily or on time, they are not giving me new customer discounts or promos. Have been a Cox customer for over 30 years and the loyalty discount was $35.00 - why don't they give the BIG price changes to loyal customers and not new customers?
Totally disgusted at this point!

They want to charge us $77 MORE per month for a cable/internet bundle (Contour & Internet Preferred) than a new customer would pay. We have been customers of Cox for over 10 years. Cox's telephone rep: "That's just how it is"... What a truly crappy way to reward loyalty! And you wonder why people are cordcutting. We can get the same Internet speed for ATT, so... adios!

Salesman knocks on my door Robby James, Henderson, Nevada.
And tells me about this great deal.. I get alot more than i got now. For ALOT LESS! Sign me up! Only one prob... Guy never put in the order correctly at all, And when i tried to tell about him about it on the phone i just kept getting the ((*yeah yeah, Oh i understand, Im here for my customers, Were gonna get you set up right away!*)) You know that whole BS speech.. Long story short Been without cable 4 days now.. 2 days on one TV and still no cable on my other one...No Special channels on the ONE TV i have cable on right now... Exact same internet as i had before ( Not upgraded at all like its supposed to be) All and all horrible horrible experience with this sales rep, Ive had quite a few problems with Cox Communications n such around here... But this one really, really made me angry... Bold faced LIED to... 100 percent ready to cancel my 5+ year service with COX all together..

Starting on May 28th- cox internet was supposed to be installed for new
service at my home- the tech never called, showed, or left a door-hanger etc. So after 2 more phone calls, another tech came out and could not get a new cable in the ground conduit, flushed it with water and could not get the old
cable out so he said it needed a line drop. Ok, so I called again and made
an appointment for yet another tech to do the line drop. They said the maintenance dept would be there between 8am and 5pm (to which I waited 2 more days). No one showed,
called or left anything on the door- we were home both times! I took a day
off from work to deal with this and no one showed or called. So again,
I called and kept calling to get someone to install whatever it takes to
give us Cox internet. The customer service people again, made another
appointment for a line drop-- the date is now June 1st. Again, no one
showed and we were home all day. What does it take to get someone to
do the job they were hired for and take care of their customers?
I apologize for the anger but I want Cox internet for my business-
I can't stand the slow speed of broadband and we in Phoenix, AZ
have no other choices but to go thru Cox for cable internet. "Communications" is in your company's name- I suggest you use some
of the "communications" and get after your departments to work
together and get the jobs done for their customers.
There is no one person to blame for this- it is simply the lack of departments working together and communicating to get the jobs
done. The customer service people did their jobs and it s the
maintenance dept. that needs some talking to.
I live in Phoenix, AZ, my email address is : [protected]@live.com
I still have no internet

I am a customer with Cox for more than 15 years. When I called them last month to open a new account for internet service (moving in same city), the sales person persuaded me to sign up a bundle service (internet, tv, homelife) for $148 per month, no sign up fee, and no binding contract.
When the technician comes to setup everything, I was told I need to e-sign a document for homelife contract (for two years, the price won't show the impact from the bundle price), otherwise the homelife system wouldn't be activated. One week later, I got first bill and saw $100 sign up fee. Then I called them to cancel the homelife and tv, but they said there would be penalty. The phone was transferred from billing department to customer loyalty department. I requested to speak with a manager, and they said the manager would call back, which never happened.

I came home today 5/24 to a large spool of cable on a trailer parked right in the middle of my two year old sod. When I called to find out why it was there (I am not even a Cox customer) The "customer service manager" told me they have a right to do that as they have to keep the utilities going.

This is unacceptable. when I asked the men working on the line (a sub contractor) they said they would move when they got done and laughed as I went back inside.

I understand that Cox is a large company, but this is why I won't even consider using Cox.

I am still looking for whatever governing body that controls this to file a complaint.

Very disappointed, contacting the local TV Stations to see if they can help

cable went out at night in brothers home, he is handicapped and alone. tv is all he has. he had a massive stroke that effected his brain and speaking. i called cox for him the next day 3 times. they said the bill was paid, it a power outage or bad equipment. they tried to send signals twice. did not work, same thing happened in november and a tech had to go out. he had no tv for 3 days then...and again...so if a storm hits like tornado or he needs to take shelter he has no way of knowing...cox could give a ### less about there customers. its all about the money and trips and bonus's. and big fancy homes and cars. i had my call escalated up for priority to a call center in virginia spoke to the rep who handled the conversation, again no guarantee that someone will be there today or tomorrow...this is ###. he was trying to pacify me to get me off the phone as they are told too. i asked for his supervisor it took 45 minutes before the supposed super visor answered the phone...same thing from him and he ended up hanging up on me. so i guess if something happens i will sue them.

your company royally sucks the biggest ###!
your service sucks the biggest ### also.

you people state oh yea we will expedite because of the handicap and medical reasons, yea right you did...what a bold ### lie. this man's heart works 10% and tv is all he has in life while you all rotten ### suck on you fancy ### booze and take your outrageous trips with you r outrageous bonus's you get by screwing every person that does business with you.

people are numbers your company name has gone down hill from when you first started, people dispise how you treat your customers dont you think its about time to get the balls to treat people better than this.

i hope and pray for this to happen to a memer in your own family and you feel it as well...nothing like being hung up on by cox management. thats how you do business

My name is Doug Stark. We have a Cox Acct. under Letitia Stark my wife.
Acct # [protected] Rancho Mesa Ave Las Vegas Nevada.
Contact # [protected]. Acct. under contact # [protected].

For months we have many service interruptions with our TV . Picture freezing, no sound, bad picture, lose of channels, four bad cable boxes to date. Also twice have lost all our recorded movies. Cannot not rewind, fast forward, or record at times. I would say 20 % of the time since we had Cox for 22 months service has be down. Sometimes 24 to 48 hours of no TV service at all.

We always pay Cox on time with auto pay and in return their service is aggravating to say the least. We feel with all the time and inconvenience and no service we should receive at least a 1 month refund of 170.00.

We were moving our phone service and wanted to keep the same number. I was told I had to do this list of things, which I did. We are now on the 5th appt because the Cox technician does not show up for the appt, nor is there a call to cancel said appt. This is a huge hassle to try to keep rescheduling and redoing things that have already been done. I had to do make up time at work because none of the people that I talked to could be bothered to take notes, i.e. do not call the number being set up, as there is no one at that number. I gave them the number to call, but not one of the eight people I talked to bothered to put that phone number in the acct notes.

If it was my choice, we would not be using Cox for phone service at all, as, obviously customer service does not matter to your company.

I submitted my Cox move online may 4th so ahead of time. My actual move in date is May 18th. I called may 16th 2017 to set up a time and they have no record of me submitting anything. I was very frustrated I have the proof. Cox even said I gave them short notice and I didn't! I submitted my cox move may 4th. You guys are very unorganized because I not only did it online I called as well before to inform them I'm moving may 18th to have it switched​ and still they have no record of that? I was already frustrated I gave the confirmation number through email then they finally found it and said yea we see it but nothing was done like it wasn't taken core of? Unprofessional and unorganized! Also the apartment number we are moving to I guess Cox blocked that apartment number due to the previous owners running up the bill and not paying it. Well that's not my problem I had to stay another hour on the phone for Cox to fix this I even had to get my apartment office lady on three way to deal with this because Cox needed a name of the previous owner to fix this block. Why I had to suffer another hour dealing with this is rediculous!

I haven't received any email since Wednesday May 10th. As of today, May 15th nothing incoming.
Case number: 4620262
My problems began when Cox changed their email application. It's been downhill ever since.
Cox is supposed to be a technology company that appears to be clueless when it comes to dealing with a "known problem".
I get the runaround. 24-48 hours to fix the problem that was 3 days ago.
When I called on Sunday May 14th, the tech said they had just moved the problem to operations.
What is going on?
I'm disgusted and feel I deserve compensation for every day that you're not providing a critical service called Email.
I've had several techs including one of them twice. Totally useless and rude as far I'm concerned.
Since Cox cable email is tied into my iPhone, I can't read my email on the iPhone or what is really distressing is that I can't see my missing emails on the Cox email page.
Maybe it's time to cut the cable even though the thank me for being a loyal customer for 22 years.
This is totally irresponsible and a break down in service, repair and making the customer satisfied.
When can I expect my incoming email.
Outgoing seems to work, although emails sent to me and by me to test the service are not in the in box.
Emails sent from Cox Cable tech also has the same problem. They can't download.
All this, and before your system failed, I got an email touting the new Cox bigger, better, and brighter email.
From what I can see, it is poorly programmed, not intuitive at all and obviously doesn't work. Period!
Will I hear back from you ASAP with an update. The level 2 tech support can't seem to fix it at all.
I'm so disappointed and upset with Cox. I'll continue to post on my Facebook page the status updates. May 15th Still no email!
I expect an answer from you.

Being a customer for 16 years means nothing
On 4/2/17 - I was hospitalized after a fall, ended up with surgery, and congestive heart failure. On 4/15/17 - I was finally released. I received several notices from Cox regarding my bill. Explained to them that I am 69 and on 100% disability. I had filed for the lifeline thou Cox several times, but never heard anything back. I am 69, on total disability and live alone. I fall a lot, and am extremely hard of hearing. I get Medicare and social security only. On May 5, 2017, I explained to them that I could not pay the entire bill, the billing department told me that I had to pay all or nothing. They were ready to disconnect everything. I requested to keep the phone, just paying that portion of the past due at this time. I was rudely informed that since I had a bundle, I had to pay it all or nothing. They wanted me to post date a payment. The last time I did that with them, it was dated for 6 days later when I knew the money would be available, they didn't wait, the check run thou the bank on the same day, then again a few days later, leaving me with $70 over draft fees at my bank.
This morning May 11, 2017, I called Cox to try again to work this all out, and was on the phone with them for almost 2 hours being transferred back and forth, customer service transferred me to a loyalty agent who transferred me to billing, who transferred me to collections, then back to billing. This went on for over an hour and a half. I explained my situation about a dozen times. Each time I was told that I could have it all or nothing since it was bundled, the phone could not be separated.
So at this time, I have no phone, Internet or TV. Being almost 100% deaf I used a caption phone which requires Internet access, so I cannot use this now. I have a cell phone, but living in a mobile home, there is no signal inside. Being on almost complete bed rest, I can't run outside if I need help. If I do use the cell phone, I cannot hear the person on the other end because I need the caption phone to see that side of the conversation.
A friend loaned me a mobile Internet device so that I can use the Internet.
I don't understand why everything is so bundled that they say they cannot separate the different parts of the bill, except that on my paper bill, it is separated. If I can view the bill broken down, why can't they?
I really don't think that this is any way to treat a loyal customer of 16 years. I am totally finished with them. I will not go back to using any of their services, and I definitely will do anything I can to discourage new neighbors from using their services.

Hello,

I recently moved from my apartment in Parma, OH 44134, to downtown Cleveland.
On Friday 4/28/17 I returned the Cox Cable box to the Cox center at 12221 Plaza Dr, Parma, OH 44130. I think it was round about 2.30 pm.

When I handed the Cable Box to the person (Brandon or Brenden), I also handed in two brand new UNUSED cables. This person (Brandon) then just threw out the brand new cables (still shrink wrapped). When I asked him why he was throwing those out instead of using them for another customer, the guy became EXTREMELY AGITATED. There were no other customers behind me, so who knows what this guys problem was. He snapped back that "We recycle everything".

Quite honestly if this is the kind of service Cox offers to the public, I am going to make it my business to NEVER use Cox Cable again.

Thanks for another bad experience by a company which obviously doesn't need my business.

I needed to update my cable modem and was going to purchase one like I have done for many years in the past. I called Cox to verify what modems were compatible with Cox. The representative I spoke to told me that I could get a rental modem from Cox for free because I had a TV, Internet, Telephone bundle. I was told all I need to do is go to a Cox store to pick one up.

Later, that same date I "chatted" online with a Cox representative to see if I could have the modem mailed to me. Again, I was told to take advantage of the "free" rental modem, I would need to go to a Cox store to pick one up. I saved the online chat via screenshots.

I went to a Cox store and was told they knew nothing about a "free" rental modem offer. I showed the saved screenshots to the in-store Cox representative. He said he would provide me a modem and there would not be any charge to my Cox account. I left with the modem he provided, went home and installed it myself.

I just received my Cox bill and there was a $9.99 charge for an Internet and Telephone Modem Rental. I immediately called Cox Customer Service and was told there was nothing they could do to help me. I was told there was no comments in my customer account to indicate a free modem rental and even if there was the promotion was now over.

I was told I could return the modem to a Cox store and would not be charged for the next month after it is returned.

I will be returning the modem today after work.

It is so sad that Cox representatives, from "on-the-phone" support, to the "chat-online" assistance, to the "in-store" representatives all lie to customers or at least try to do something that is not completely upfront and honest.

Why?

Hello, My name is [removed] , And I am writing this complaint regarding unauthorized connection from Cox compan's side. When I moved to the new apartment in Alexandria, Virginia, the coomunity sales representativetold me that they offer disscount to cenect to cos internet and tv services. I called them as i moved in and they immediately took my info by phone, created me some account, but the service itself was never set up because of some technical problems by their side. I did not have any time to schedule a technical visit that is why i said ok, no need, will try other options for my internet.All this happened in august 2015. Allwas good till this year in February, they somehow connected miraculously internet service without my aprove or authority and charged me with a bill of $110. I called them, exolained situation, that i did not ask their service to be provided and i am nit usig the internet and do not live even to that address anymore. They said that i should pay and that is all. I paid cause i do not like to have debt related to my name, and asked to suspend that service and to not charge me anymore again but they are still charging me for no reason. I just want not to charged anymore forecsome services i am not using and i did not use before or ever and if it is possible to void that bill related to my name and to receive my money back cause i paid a service that i did not use just to have no debts! Please help me if you can. Thank you in advance!
My contact email is:
[removed]

My tenant had cox cable installed in September 2016, the cox contractor laid a coax cable on the lawn and said it would be buried shortly. In November 2016 I called and stated that line was still laying on the ground. In March 2017, I called to say line was still on ground and cox stated that ticket showed it was buried. April 2017, my tenant calls to complain and cox sends a tech out to confirm that it indeed it was still laying on the ground. April 19, 2017 a cox contractor was sent out to bury the coax cable. The contractor cut the fence stringer on the fence section, buried the line and left without securing fence panel back. That same day of line being buried we had 35 mile per hour winds and it caused 2 fence posts to snap and cause damage to 2 sections of fence. I had a cox rep and the contractor rep visit me in person at location where they damaged my fence. The contractor, American Cable & Telephone rep assured me that he would have his claims contact me to work things out. I have had no communication from Cox Communications nor American Cable & Telephone since that day.
I have called to inform the local cox communication office that I will no longer allow cox cable into my 100+ properties. In fact, I have made a revision to my lease agreement that states no tenant is allowed Cox Communications on my properties as a service provider.
$525 as an expense for repairs to my fence line will be far less than the revenues that will be lost to cox communications not being able to provide service to my properties.

Today 2 guys came in to install the cable in the ground, we've had a cable exposed till now because the ground was frozen at the time when technician came in and switched everything to contour with new boxes. It's been over 3 weeks since I have called to have this job done and they showed up without the call. They did an ok job, I need to fix my grass and landscaping. They didn't even let me know when they finished to check if everything was working, they just left. Nothing is working, cable, internet and phone, I called the Cox and the person told me that there is nothing they can do, I have to wait till 5/4 for next appointment. The Cox representative explained to that the guys who did the cable are not technicians so it's not their job to check if everything is working. At this point I am beyond being upset, you are sending people that are not qualified to do the job? They leave the customer without checking if they did their job correctly and now they can't send someone tomorrow bc I am not a priority. I got explanation from the supervisor that everyone is booked, they work 8 am to 7pm. I've been with Cox for almost 20 years and this is the worst service I got today, angry, dissatisfied, and very disappointed. Why don't you pay your technician overtime and send them 7 am or after 7 pm to fix the job that you're messed up in the first place. Very unprofessional way to handle this customer who needs the service for work and school.

The Internet and cable service fees provided by Cox should be explicitly stated on the bill with discounts stated. I do not know what campaign special I have and actual service names descriptions do not match list of services when research. Called today and told my rates will increase again on May 13, but if they upgraded internet speed now using some new campaign I can keep my bill cost the same. Also told me a loyalty discount would given but renegged on that once the upgrade was made. sneaky tactics. Taking advantage of customers. Billing should be clearer. Disappointed.