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1.4 672 Reviews

Cox Communications Complaints Summary

67 Resolved
604 Unresolved
Our verdict: With Cox Communications's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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8:48 am EST
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Cox Communications poor employee communication and customer service

First of all, when you call these people for a service request, make sure you understand that it will be 3-5 business days before they get to you. That being said, when I first moved to this apartment, I was told that it would be approximately five business days before I could reestablish services at my new address. Fine. I put up with it, and was so thrilled on the day of when my cable and internet were accessible again.
All was well for about a week, and then my cable started to act funky. I could access the guide, but when I clicked on a show, all I could get was a message saying that it was "Temporarily Off Air." I called, and a service technician was sent out--three business days later. He did a wonderful job of troubleshooting, told me that the levels of reception were too low in our apartment, and that another man would have to come out a few days later to put in a new line. NO MENTION OF NEEDING A LETTER OF PERMISSION! Call me ignorant if you'd like, I don't care. I've never had to deal with it before, and it was their job to fully inform me of my obligations in all of this!
So, the second technician came out a few days later. He looked around for a few minutes, THEN told me about needing the letter of permission. He was a little snotty about it too.
I was frustrated, but thanked him for the time.
A few days later, on the day of the THIRD appointment. I was desperate because our internet was going out, too, and as a SAHW with my husband being in the Navy and on frequent underways, I depend on the internet to get everything done. I ended up speaking with a woman in the customer service department. The only thing I wanted to know was if I was under a contract with them. That's all. "Well, ma'am, no, you're not, but may I inquire as to why you're asking?" Just a simple "yes" or "no" would have sufficed! That's MY personal information, and I should NOT be subjected to questioning as to why I want to know!
So, I told her. I told her that if it wasn't resolved on that day, I would be disonnecting my service and switching to Direct T.V. She then informed me that she heard tension in my voice and to make sure that when the service tech came out, to ensure that I very "respectfully" and "politely" explained my concerns. Ooooooooh! I was 36 weeks pregnant at the time, I was babysitting an infant who cries all the time, a five year old, and my daughter is two! Of COURSE I was tense! But I can guarantee that I was polite to her...I was trying to explain to her that I had NO intention whatsoever of taking my frustration out on the service guy as my dad was a contractor who had to put up with @$$holes all the time! No foul language was used, I was speaking to her the same way I would want to be spoken to, because I also recognized that it was NOT her fault that this mess was happening!
What does this woman do? Informs me again that she heard tension in my voice, and again, to be nice and respectful to the technician, and blah, blah, blah...
I cut her off and said "Ma'am, I do NOT need a lecture from YOU on how to treat people! God bless, and have a nice day!" Then, I very nicely and respectfully hung up on her, something I very rarely do.
We now have Direct T.V., and I get our internet through AT&T.
Hey Cox, if any of you read this, know that I would have been a customer of your even now had there been better communications between your workers and me, and had this lady not lectured me the way she did. I was a faithful customer since 2005.
One last thing: I'm 29 years old. I'm not a child. And this woman really overstepped her bounds.

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12:11 pm EST
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Cox Communications fraudulent charges

After an internal upgrade to their service, I was rendered offline for the most part, for over a week. I could not send anything over 256 bytes in size. It didn't matter if it was email, a post on the internet through a website, etc. I contacted their service department and gave them detailed information. They concluded that I needed a tech to visit me. At that time and all subsequent times they did not tell me I would be charged for a service call. The tech showed up, and I told him about what I found out, that I can surf the internet, even get email, but if I try to send anything (A packet for example) over 256 bytes i'm disconnected. He hooked up his laptop, when nuts on the keyboard, and all of a sudden I had a connection. He was even proud to show that to me, again on his laptop. I was mystified. He told me my cable modem was incompatible or fried. I asked if he had a cable modem I could get and cox could charge me the lease fee. He said no but he could sell me his for $50. I thought that was a little odd so I said no. When he started to leave, I noticed my cable modem was still disconnected so I asked him to look and see if it was working now. He told me he was in a hurry but I insisted. After reconnecting my cable modem, all of a sudden, I was able to email and upload.

What the tech didn't know is that I tried everything throughout the week. Cycling the equipment, even trying a friend's cable modem and calling cox to enable it. Same results. I went online to search this anomaly and found that their upgrade turned off some ports on some nodes, and a tech was needed to turn them back on.

End result, cox charged me a $50 service fee for the visit and never gave that money back. I have been fighting with them about it for almost a year.

I don't know where to go to get satisfaction for this but I wish I did. If anyone can give me some suggestions i'd certainly would appreciate it.

The end result after the visit, the linksys cable modem I was using was working fine but my throughput was slow, so I did go buy a motorola surf modem and the throughput was faster. But... I was totally offline, and after the visit, my so-called incompatible modem was working albeit slowly. They messed up on some ports, and charged me for it.

And the fact that they didn't admit to it or take care of me as a customer makes me feel like I was totally taken advantage of.

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susan dettlaff
tucson, US
May 14, 2015 1:26 pm EDT
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3 months ago cox ruined my credit by placing an unpaid balance of 378$ on my credit report. I have been a customer for over 3 years. I pay my bill on time but they never bothered to contact me for what they perceived as a problem. They went for the throat...um I mean credit report. They admit it was entirely their fault, their confusion and promised to remove it in 10 days or less. Needless to say my report still shows me at fault. Never an apology and total rudeness when I call...as if I did something wrong. This last call to them I told them to type this in their notes on me "I fking hate cox" and hung up. I am a disabled retired senior citizen and feel totally raped by this company. If I cancel my service with them now I am afraid this will never be resolved but I don't want to give them another penny. I would rather have no cable/internet than have cox. If this is ever resolved I will cancel them immediately. Shame on you cox picking on little old ladies making these kinds of horrific mistakes! I feel like putting a loaded pistol in my mouth just to make a point. Thanks whoever you are for listening.

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douglas pu
peoria, US
Nov 10, 2014 6:56 pm EST

been subject to it all. it hurts you all..being americans cause i will be leaving your country forever and spending my retirement money else where. pretty sad living in this country you cant even get t.v. internet or a phone and not be subject to criminal behaviour..on that night..there goes another snow bird or restuarant cause really i spent 400.00 a month on meals and entertaiment...property taxes, the list is endless. sorry i tried to come here and support my neighbour to the south...i just can't do it any longer..i guess all those things i heard about americans are true...guys the world hates you cause your companies do this ### all around the world an were all tired of it.

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5:38 pm EST
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Cox Communications no answers to techinal glitch

Our digital phone which cox insists is the best service out there has been making a clicking noise (similar to someone calling in on the other line) every 30-45 seconds. They have logged my complaint numerous times and have had home tech service at my home twice. After resetting modem and house call was assured problem was fixed. It is NOT. Now they are telling us that the problem is widespread throughout Queen Creek and are fixing it as their budget will allow. WHAT? Oh by the way they just raised rates out here by 3$ per month. I guess they have to pay for all that overtime to fix a problem that probably doesn't even exist. Cox won't say anything else about the issue except to be patient. Hard to be patient when no timeline is given or even a 3rd grade explanation as to what the problem even is.

Completely disgusted in QC
Erik M

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7:19 am EST
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Cox Communications awful company

We had Cox Communications install phone, cable, and internet on December 1st. Since that time we had continuous problems with our internet service being disrupted and we even lost our phone service for 2 days as well. I spent a lot of time on the phone with Cox Communications trying to troubleshoot the problems we kept having with the internet.

In mid-December, after spending several hours on the phone with Cox Communications and LinkSys trying to fix the problem with our router I was finally told by a Cox Communications customer service rep that they would send out a technician to fix our internet service. When we received our bill there was a 100.00 charge for the technician coming out in mid-December.

I was not told there would be a charge to repair our internet service/router problem when I spoke to the customer service rep who scheduled the technician to come out nor at any point when the technician was here. (We continued to have disruptions in internet service after the technician 'fixed' the issue with the router.) I called Cox Communications and finally spoke with a supervisor who finally removed the 100.00 charge.

We were so fed up with the problems we were having that we contacted other internet services to have our service switched over but unfortunately the earliest we could have it switched was the second week in January.
When we received our bill for services for December 1 through December 31 we paid the bill in full.

In January I canceled all of our services with Cox Communications effective January 9th on which date we were switching to another internet/phone/cable service. I also filed a complaint with the Better Business Bureau. The response from Cox Communications stated that we were charged the 100.00 for a technician to come out in mid-December to install internet on a new laptop (which was untrue) and the letter made it sound like they had done us a huge favor by removing the charge.

Their letter went on to state that our services had been disconnected effective January 9th but that our phone service was disconnected on January 23rd (we had a NEW phone service installed effective January 9th along with new internet and cable service with another provider and when I called Cox Communications to cancel our services with them I canceled ALL of our services – internet, cable, AND phone – effective January 9th and was not told when I canceled our services that our phone service would be disconnected on a different date).

Yesterday we received our final bill from Cox Communications. The bill states that we owe 124.00. I called to find out exactly what we owed 124.00 for since we only had service from January 1st through January 9th and the itemized charges on the bill don't match up to the amount they state we owe. I was told there was a previous balance.

A previous balance? We paid our December bill. I was told there was a charge for this, another charge was deducted, there was a charge for something else, something else was deducted, blah blah blah. None of it made any sense. Then I was told we were being charged for the remaining amount owed on the router and adapter. I asked why.

I was told that we owed because we hadn't canceled service within 30 days of activating our service, that we wouldn't have owed anything more on the router and adapter and could have returned them if we had canceled within 30 days. I was never told – not when we called to schedule to have phone/internet/cable service connected or when I called to cancel our services with Cox - that we would have to pay for the router and adapter if we canceled our services after 30 days.

So now we owe for a router and adapter that we aren't using and they won't let us return them. And, in addition, we owe approximately $70.00 for 9 days of service?!?!?!?!? (Our MONTHLY bill was only supposed to be 116.00 for basic phone/internet/basic cable and they're charging us approximately 70.00 for 9 days of service.)

I filed a new complaint with the Better Business Bureau regarding this final bill we just received and am waiting for a response to that.

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DOBIE1
Wichita, US
Jan 05, 2010 11:58 am EST

unsatisfied services of cox communications

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DOBIE1
Wichita, US
Jan 05, 2010 11:57 am EST

IS THERE A WAY TO FILE COMPLAINTS FROM COX SERVICES ALL I GET IS A RUN AROUND YOU CAN CALL EACH TELEVISION SERVICES, WHICH WOULD BE 300 STATIONS THAT JUST SHOWS RERUNS ALL THE TIME AND RAISES PRICES ON YOU

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dream17
, US
Feb 19, 2009 8:45 pm EST

RESOLVED!
I spoke to a Cox Customer Advocate yesterday and again today. She was more than fair and the issues (see my complaint above) that I had regarding my bill have been resolved in a very satisfactory manner.

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1:24 pm EST
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Cox Communications mozilla foxfire

We use mozilla foxfire through cox internet. I am very unsatisfied with mozilla foxfire - we continuously get the message - "mozilla foxfire not responding" - I am quite frankly tired of my computer freezing because of this.

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athomsfere
Wichita, US
Jul 15, 2009 5:01 pm EDT

That has nothing to do with Cox, and everything to do with either your PC or Firefox. Firefox generally is a great browser, but all software has it quirks and issues.

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calisfamus
Phoenix, US
Jul 06, 2009 7:38 pm EDT

Cox cable doesn't fix computers, they only provide signal. You wouldn't ask them to repair the light bulb in your t.v. if it goes out? Mozilla sucks anyway. Download Google Chrome browser and call it a day!

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bajaskier
Fond du Lac, US
Jan 13, 2009 1:45 pm EST
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The problem would be with your service provider and not Foxfire itself.

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1:06 pm EST
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Cox Communications charging for equipment I have not received

Cox has been charging me for an Equipment that i never received. They apparently claim they had it delivered but there is no receipt of that. I get calls from their customer Reps every month for this and i try and explain them the scenario.
Once i had even been to their service centre personally and they said that they will open an research case with UPS or who ever was their delivery agent. However it keeps repeating every time. They will not give me a case id or some sort of ticket number to follow up on this issue.

The standard reply is they will check it internally and get back to me but never hear back and it is the same story every month. Yesterday i got a call from a collection agent for the collection of that money. I have no clue where the equipment was delivered, even if it was.

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RI_Dragon
Central Falls, US
Aug 27, 2012 10:18 am EDT

UPS knows the value of a package. By UPS rules, if the value is under 400., the driver may simply leave the package without getting it signed for. So many times they leave the package outside where anyone can walk by and take it. If the value of the package is over 400. rest assured the driver will not leave it without getting your signature because he will be personally liable for the value of the package . If cox says they sent it, then ask for proof. If you never ordered equipment, then Cox is to blame for sending anything you did not order. By usa postal laws, anything you get that you did not order is yours free. If you did order equipment and cox sent it, then your complaint really belongs against UPS

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9:28 am EST
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Cox Communications refunds missing

Cox seems to overcharge many of their customers, but in my case they continued to charge me after I closed my account (I was assured by a Customer Rep this would not happen).

That was 4 months ago ... they still have not refunded my money, and to try and make me feel better the latest rep I talked to said that "lots of people go through this, one woman is waiting on a $1000 refund and she cannot buy christmas presents" ... no joke! Like that was supposed to make me feel BETTER!

It takes Cox 4-8 weeks to issue a check despite the fact that they can electronically charge your account in minutes (why not do the refunds the same way like most other companies?) ... then they try to tell you it will take another 4-8 weeks to go through the mail - yeah right, what mail service takes that long? When I get a supervisor on the phone I am told that is incorrect (obviously).

After waiting 16 weeks, they've made enough money on your refund's interest that it seems like fraud to me. I still don't have a check and now they're saying they will cancel the old one and send a new one - in 4-8 weeks! I bet they never actually sent the first one.

They also tell me they will have people look into the case and call me back. No one ever calls me back. I think they are just blowing me off and hoping I don't keep calling.

But now I feel so bad for the $1000 woman that I will make sure to call them every day. They take people's money when they know they shouldn't, and then wait months and months to get it back to them.

If I hadn't called over and over again, they would have kept my money forever. They might still be trying to, who knows. I may call a lawyer - it's really easy to return people's money to them, but that's not what they want to do.

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11:26 am EST
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Cox Communications cable service

I was without cable service this weekend due to a fail cable box. Customer Service and Tech Support told me to they couldn't do anything until next week. I told them that it was are only HDTV and we were having a football party on Sunday. They didn't care or have fix the problem yet. They wouldn't dispatch a tech until Monday late or Tuesday. They wouldn't transfer me to a manager or return my e-mail to their complaint dept. I have never been treated this bad before with Cox's Customer Service and Tech Support Depts. We are still without TV service at my residence and their no reprecussion to them. I paid over $150 per month for cable/internet services. And yet I get treated like a second class citizen to them.

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Kathrin
, US
Jun 28, 2010 1:37 pm EDT

I am a disabled senior who has been having trouble with missing channels from the converter box. I have been calling for over a month, put on hold for almost an hour one day, and then disconnected when it was discovered that I was calling from a cell phone that wasn't on the contract.

I had difficulties getting up and down the way they wanted me to for the on line digital help line, and when my son came over and helped me to take the box into the COX CABLE service office in Oceanside after another useless phone attempt, I was told that they couldn't replace the box until I went through the on line waiting, ect. again and received an OK from customer service. I've given up even trying any more with these people.

I would think that there would be more help for people with special needs.

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jackedaround
Lake Forest, US
Feb 24, 2011 12:55 am EST
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I've been a cox communications customer since 1997 (14 years). However, it would have ended in 2017 if not for a set of unfortunate circumstances.
Since then their dvr motorola box has been spotty at best. I've had cox out to service it at least once every 6 months. The following issues have been experienced;
1. Pixelation.
2. Poor/no hd service.
3. Recording error (Too many to list) resulting in no program to watch
4. Recording quality so poor the show was unwatchable.
5. Recording quality so poor it was not possible to watch after the errors occurred (Show stops).
6. Recording doesn't happen. It was scheduled. But, when the show started the recording didn't.
7. Some channels (Especially hd) experience excessive pixelation causing the entire channel to drop out.
8. No power to dvr box.
9. Dvr box required re-booting (At least monthly since jan 2017).
10. Dvr would accept re-boot and would indicate power on, but would not turn on.

In short, the dvr equipment (I've had at least 4 of them in the last 7 years) is so unreliable as to be unusable.

My recommendation: if you like standard box or even standard dvr (Haven't used this so can't recommend one way or, another) give it a try. If you like hd service, try someone else. (I am).

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calisfamus
Phoenix, US
Jul 06, 2009 7:30 pm EDT

Cable is a luxury not a necessity or a priority like a telephone. boo hoo!

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11:55 am EST
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Cox Communications awful experience

I've been a customer of Cox Communications for Internet service for several years. I used to have but then got rid of their tv service because it was the only way I could protest their ignoring my complaints that they stop sending me giant amounts of postal ads, which is bad for the environment as it is a big waste of paper.

So on to the current problem. The Cox email service has been down at least six times in the past two months for most of a day. Despite their denying this, I know for a fact that this has also caused lost email. They never have any explanation of what is going on, nor any idea when the service will be restored.

The crowning blow for this truly spectacular series of failures was the tech support(sic) guy telling me just now that 'after all, email is free.' Apparently Cox now has the theory that the $40 a month its customers pay suddenly does not include email.

The other major ISP in this area is Verizon FIOS, but Verizon insists on replacing the landline when they install FIOS, which means if there's a power failure you only have 4 hours of battery time for the 'regular' phone. If there's a flood (this is a low lying area), the batteries get ruined and you have no phone service.

Curses. I am nonetheless certainly going to look for alternatives. Cox really sucks. They are technically incompetent, have uninformed and snotty tech support people, and don't give a damn about their customers.

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Mortimer
, US
Mar 01, 2009 10:51 am EST

Cox sent me an offer for internet services, which I accepted and they sent me a confirmation email with the price of $29.99 for 12 months. They billed me much higher. When I called to complain, they variously said the offer was only good if all offered services were ordered (not true), that it was only good for 3 months (not true), or that I was a current customer and not eligible.

I had previously requested service but had no modem so never had activated service and was not a customer, which they knew. Because they did not notify me that they were reneging on the price they had confirmed to me, they practiced a 'bait and switch'. Despite numerous calls and emails, their terrible customer service never admitted nor corrected this despicable practice.

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And the problem is?
Auburn, US
Jul 07, 2012 9:39 pm EDT
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Oh spare me about the saving the environment statement. I get so much advertisement junk from others just like you that is NOT form Cox, and I don't take it out on anyone. You got a lot of time on your hands if you have nothing better to do is pick on a cable company for ads they send you in the main, when many others are doing the same thing. You should be ashamed yourself.

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bm3
, US
Apr 28, 2009 3:26 am EDT

I agree, they won't stop sending this crap in the mail. I have lived at the same place for over 20 years. I have never had cox and never will. They send me advertisements several times a week. When I called them to my address off their mailing list, they said they can't. They have no way to remove me from their mailing list.

Doesn't that sound crazy. I have begun sending the stuff back as return to sender. In many cases they send stuff without a return address. Hos is that legal?

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runnergurl
San Cl, US
Apr 06, 2009 5:12 pm EDT

AVOID them at ALL costs. COX could not care less about customers or the environment. I have called them zillions asking them to cease all the paper advertisements. The most recent was a 5 X 6 poster that competes with the size of my kitchen wall. It's disgusting.

I'm sure that if I signed up with them, the first thing they would do would ask me if I wanted to go "paperless" and have my bill emailed to me to save paper and reduce my carbon footprint. Ha.

Beth
Beth
Wasilla, US
Mar 27, 2009 2:34 pm EDT

I agree with you. By not admitting or correcting their errors it is totally despicable. What you have described is nothing more than hustling.

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Cox Communications over charges

10-27-2008

Better Business burea

I would like to file a complaint against Cox Communications based on over charging my phone bill over 300%. I called them and complaint about the charges and they have responded in writing that based on their investigations the charges are correct, their finding states that I only requested to have discounted internatinal rate on one of my phone lines. I have responded to their respond in below letter. Is it anything that BBB can do to resolve my problem? I appreciate your help in this matter and please call me if you have any questions. My day number is [protected] ext 205

Cox Communications
29947 Avenida De Las Banderas
RSM, CA 92688

Account Number: [protected]
Phone number: [protected]

Re: NOTICE OF COMPLETION OF INVESTIGATION

Dear Telephony Operations Credit Service Dept. of Cox Communications

I have reviewed your response to my complaint of over-charges of my international calling and I am in complete disagreement and reject your self-serving findings in its entirety. I am therefore withholding the payment of the disputed amount and am prepared to file the necessary complaints with all relevant regulatory and legal authorities.

In summary, your organization has been disingenuous and deceptive with its selling practices and has abandoned all common sense and logical reasoning in justifying its conduct.

I had a verbal agreement with your agent who called me several months ago to switch my Verizon service to Cox Communications with an international calling rate to Iran of no more than 12 cents per minute. I have been using your services when it worked, to call Iran from the first month that I signed up with you. In fact your international rate was the decisive factor for me to switch from a traditional carrier to you.

I always had one line in my house until your agent offered me a second line for $9.95 per month at the end of our conversation and agreement to switch from Verizon to Cox Communications. I agreed to subscribe to the second line for the purpose of convenience. Accordingly, and as common sense would have dictated I expected that this second line with the same billing and service address and appearing on the same invoice would have the same features and rate structure as my 1st line. However as I have found out my international calling rate on the second line is over 30 times the rate of the 1st line. You be the judge: does it make sense for me not to subscribe to a 2nd line at the same single-family place of residence and on the same account with the same rate? The conclusion can only be one of two things: I am either a complete ###, or your organization is conducting business in bad faith and with fraudulent tactics. I am absolutely convinced that it is the latter.

I plan to discontinue my services with your company and will fight this to make sure that your organization does not continue to take advantage of honest customers. I do business based on mutual trust. Unfortunately your organization has demonstrated otherwise.

Sincerely

Asghar Ghassemy
[protected] (H)
[protected] (W)

cc: Consumer Information Bureau
FCC
Better Business Bureau
City of Palos Verdes

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7:27 pm EDT

Cox Communications technical support

I recently started receiving pop up on my computer, i downloaded a couple of pop up blocker programs that came recommended, But I continue to get pop ups. I had talked to friends and they saaid they too were having problems with pop ups. I called today [protected]) and talked to a very nice tech one rep. She helped the best she could but did mention that they had made an upgrade to the system and had been receiving calls about the same problem. She was unable to help me so she sent me to a level two tech who seemed to be bothered my my call. I explained my problem and his answer was "Sure i can help you with that" It will ost $120.00 and how would you like to pay for that. Well, i was floored! I asked if this was new and his answer was he didnt know. I asked if there is anything they could do and he was silent a bit but then said pay the $120.00 and he will fix it. Since i dont have 120.00 sitting in my pocket just waiting to be spent i guess my last resort is to go to circuit city or best buy and try another pop up program. Lets just say my experience with cox cable was beyond crappy. Tech one is willing to help but if you have to go to a tech two then your screwed unless you cough up the money. Guess i wont call for their help anymore.

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athomsfere
Wichita, US
Aug 31, 2009 5:46 pm EDT

The tier 2 you went to likely wasn't for cable, but for PC repair, and these Pop-ups have nothing to do with you ISP, they are an infection or a byproduct of the sites you visit.

A good AV/ firewal should fix it (You should get McAfee free from Cox) or even try a good forum for PC help, I would recommend www.helponthe.net its free, and the people there are more than willing to fix any problem for absolutely free.

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4:27 pm EDT
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Cox Communications - mcafee security suite false advertisement

I downloaded the free McAfee Security Suite after I was instructed to uninstall any other security programs on my system. McAfee allowed a trojan, virus or worm into my system and now I cannot use my computer. Customer support was no help and their Technical Solutions department wants to charge me $199.00 to come out and fix the problem Cox created. I am VERY DISPLEASED. They have not heard the end of this.

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Cox Communications horrible service

I signed up for Cox about 4 months ago for the bundle pack (phone, internet, and cable). Shortly after I noticed my bill getting higher and higher each month, my boyfriend and I decided to just cancel. We tried calling customer service to ask them why our bill was so high because we didn't use the phone, and we rarely purchased movies. We had all kinds of random service charges that would show up in amounts of $24.99, but they could never tell us what they were for.

I called Cox and told them our decision to cancel and they said that was no problem, we just had to return our equipment and then they would mail us our final bill. I drove to their store and waited in line for about 30 mins just to return everything, and I noticed everyone else was there returning their equipment too. (not surprising) When I finally was able to get to the front of the line the woman behind the desk didn't ask why I decided to cancel or say anything about my bill, she just gave me a receipt. About a week later I got my final bill saying it was due on August 17th. That was fine with me, I just wanted to pay it and be done with it. However, just two days later I recieved a notice in the mail from Cox saying they were going to send me to collections if I didn't pay their bill. I didn't understand because my bill wasn't even due yet. Then the next day I got a bill in the mail from Cox saying that my bill was due August 22nd. I had no idea what was going on so I just figured I would pay the bill by the 17th just to be safe. Well today (Aug 11th) I checked the mail again to find a letter from a collection agency stating that I owe Cox for my final bill!

What the hell is wrong with this company? Why do I have two bills that aren't even due yet, but were sent to collections? I would really advise NOT ordering their service. The reception on the TV goes in and out all the time anyway, and their entire staff is rude! If you are interested in getting their service, just pass. Go with another company, they are just awful!

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Reviewer23377
,
Dec 17, 2015 5:33 pm EST

I contacted Cox Communication regarding my account being drafted when my bill was paid in full and a very disgruntled representative name Lisa in their Collections Dept. hung up in my face instead of transferring my call to a supervisor to address the situation.

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duckguy
Rockwa, US
Feb 09, 2010 3:13 pm EST

I had this problem. One bill was for internet and cable then the second was for the phone by itself.

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disgruntled user 12000000001
Fairfax, US
Jul 04, 2009 2:07 am EDT

Their service is downright s**t. They don't respond to customer service calls in a timely fashion, they get so backed up it takes three days of waiting around for a service tech to come out and service anything (then they try and ignore their policy of 48 hours or $25 knocked off your bill... trust me, they try to sneak it past EVERY time, DONT SIGN THE PINK SLIP SAYING THEY DID THEIR JOB! no matter WHAT the service guy tells you, they will charge you through the roof despite their own f**k ups!).

In the end, the worst part is that I can't even long distance call my fiance on Skype because - get this -- the connection drops constantly, causing him to freeze up, hang, and break up ALL THE TIME. But according to Cox, it's MY fault, even though I have lived several other places and constantly use several free wireless spots at cafes in California, Europe, and Taiwan? Right... it's me and my computer, not your crappy connection!

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QUILL
, US
Mar 31, 2009 1:33 pm EDT

When this kind of thing happens it is well to remember that the voice at the other end of your complaint/request/&c is a little cog in a very large machine and has no authority to more than you detailed as your experience. If you are dissatisfied with your call, do not fold up and creep away; instead, ask politely and firmly to speak to the supervisor, manager, or CEO, &.

You will then be connected to someone that has authority to dig in, help you, and answer your questions. In the rare occasions when this does not happen, then you climb higher up the company tree until you get to someone that can and does help you.

Explosions of anger, such as you use in your message to this public site will do nothing to help your situation, and could make the nicest of staff bristle at being spoken to in such language. Remember, the voice at the other end of the line has done you no harm. They are merely operating a company system that you seem not to have researched before signing up. Honey catches more flies than vinegar, and being civil and pleasant with those in the service line trying to assist you, do not deserve to be subjected to abuse any more than you do.

My experience with Cox, 5 years TV, 'Phone, and HS Modem, has been punctuated with some of the best customer service it has been my happy lot to experience in a very long lifetime.

If, as you say, " ... when "high-speed" internet is working the tvs work crystal clear, " then why not leave your Internet connection 'open' all the time. that's what a cable modem is for, and it costs nothing to do so on top of your monthly payment, besides which, you say, it solves your problem of fuzzy TV?

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Ariella
, US
Jan 31, 2009 1:04 pm EST

I must chime in, i found this random searching google, no idea how many see this BUT i have the same BS experience.

COX cable internet and tv are horribley prices..$110 a month for basic tv and basic cable internet WTF!?!?!? and most of the time it doesnt work!

i get no signal to internet and then my televisions look fuzzy they say its a bad modem i say not a chance in hell, i tried 3 modems all the same occurance...OH but when "high-speed" internet is working the tvs work crystal clear...Hm imagine that.

when it drops they go back to grainy and fuzzy.

APPARENTLY they have no techs on duty when i call in, gotta wait a day...A DAY!?!?! are ###ing kidding me? im paying this much for so little and they cant even prompt a support agent out there? what ajoke, i hate cox its horrible, more areas need choices not this nazism communist ### that is cox...and they are what they eat!

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6:43 pm EDT

Cox Communications over head wiring

Cox Communications has left a mess across my property. They were on the property on Monday to fix some sort of breakage in the line. They did not complete their work and left wiring down as low as 3 to 4 feet off the ground across about 2 acres of property. The lines are tagged with streamers over my driveway. When I call, the customer service center only knows how to get a technician here to my house for my service. He said the earliest he can schedule someone is "Tuesday". This is not a home issue with regard to service, it is a safety issue. Any child can pull that wire down. I told him he was putting his company at risk and he stuck with his ability to only schedule on Tuesday. I would hope that Cox could see this is a very UNUSUAL situation that requires more attention than "we will have a tech check it out". When I told him a tech was here yesterday to fix my outage, I was told that no one was here. ? Really?My service was out, I could describe the man...and I am typing this email on Cox service. What is wrong? I was also told that there was no record of Cox trucks being here Monday working on the high wires.

Please encourage people to train representatives to listen carefully before a customer gets this angry. Every once in a while there is a WEIRD problem that someone needs to come out and check. Right away.

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etal
, US
Jul 06, 2013 6:48 am EDT

Cox was grossly negligible by leaving not only a mess, but a fire and safety hazard on your property. In light of the loss of several firefighters in a recent wild fire, this point is driven home. SDGE (San Diego) was faulted for another wild fire due to their neglect of their equipment which was allowed to degrade to the point of being a fire hazard. I would have demanded a supervisor. If the supervisor refused to elevate the situation, then I would have contacted the home office and threatened a small claims action. Chances are, Cox outsource their field techs, but they are still responsible for the company they choose to represent them out in the field. You can also call the Fire Marshall on something like this. They can fine Cox and the subcontractor for violations. You can also contact your area to file complaints against a contract license for what they did. I'm certain if the home office knew they were going to be fine by the fire marshal, they would not hesitate getting someone out there to make things right.

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And the problem is?
Auburn, US
Jul 07, 2012 9:49 pm EDT
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Well that would obviously be a temporary fix as you saw. The technicians can only do so much for what ever happened there in the first place. You never mentioned what happened or maybe you can't. They have to get contractors out there to hang new cable up in the air, and that does not always happed right away depending where it's at. If it's over driveways, then yes they would have no choice to get right on it, but if its where no traffic is, then it could be days. As far ask kids are involved, you keep your kids away, common sense. Cox can't keep mother nature or whoever else from damaging their lines etc. Put your self in their shoes.

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Kaos
Goodyear, US
Mar 30, 2009 1:30 pm EDT
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As Tech Reps they don't have the ability to have someone come out RIGHT AWAY. Doesn't matter if your cable box is on fire and you're running out of your house to avoid the flames. The Customer Support Rep has NO ABILITY to immediately send someone to your home.

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1:01 pm EDT

Cox Communications just awful!

I have used Cox Communications for almost 5 years now under my mothers name. I just recently moved into a new house and out of my mothers and ordered Cox thinking I would be getting a GREAT deal since I was a new customer. Boy was I wrong. First of all the tech that came to install got saw dust all over my new living room floor and furniture. He left all the wires going to the computer, phone and TV in a huge knot and to top it off, the box on the side of my house he left opened with the cover to in on my driveway!
I was so upset to see this when I got home. I called and complained and they told me they would send someone out the next day, did they? NO! I had to wait over the weekend for someone to come and clean up after themselves.
When I thought this was the end of it... boy was I wrong! Next came all the hidden fees. I signed up for a bundle which should have saved me money. It was called the Max View Bundle cause we watch TV quite often. It said on line it should come with free HBO and Cinemax... turned on my TV... neither was on there. The went to use our DVR... didn't work... they gave us the wrong box. So I had to go and pick one up myself and call to have HBO and Cinemax put on.
Then I go to use my phone... no caller ID or call waiting! Is this the stone age? Since when does a bundle that should save you money not include caller ID and call waiting... but instead includes "phone tools" to let you listen to your messages online... I don't want that. I want to see who is calling when I am at home! So call and they charge you extra for that... You would think this would be the end of it... NO! Get my bill and they charge me an extra $10 for Cinemax. I call and they say oh that is right. There are TWO Max View Bundles... one with just HBO for free and the other with BOTH for free but that ones cost an extra $10... so I ask... what would it cost if I switched from the HBO and Cinemax one to just the HBO one with Starz... oh the same... WHAT THE HELL!

Long story short... Cox Communications is a horrible company to have for cable... It is really too bad that they are the ONLY company that I can use in my location other than a dish... it is also too bad that they have the BEST internet around... other wise I would have switched a LONG time ago!

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j clarke
, US
Mar 13, 2011 12:55 am EST

I really don't understand the objection to providing a copy of the death certificate.

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Amanda
,
Nov 12, 2008 7:15 pm EST

Cox is pure garbage. It took them 3 weeks to set up my account because the last tenant returned everything but forgot to turn off his phone line and they could never get ahold of him. So I had to fax and re-fax my lease THREE TIMES. This past night was the worst though, they said to just fax the lease again and they'd call me RIGHT BACK. I asked "are you sure I'll get a call back tonight because I'm waiting here". Oh sure, yup a call right back.

2 hours go by (meanwhile I'm at work waiting past hours because it's the only fax machine I have) and I call back. Oh sorry, the department that can "verify" the lease won't be back until tomorrow and they left 3 hours ago. WHAT THE HELL.

Plus, they charged me $500 for equipment even though I asked them to transfer my account instead of close it. That was a whole other ordeal I needed to get sorted out with them. So unorganized.

Beyond that, I've had to return 3 DVRs in the past because they give you used ones that don't work. Plus Internet is always shutting off and going back on. Pure garbage I tell you. I wish there was another service provider in my area (RI)

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Sarah
,
Oct 17, 2008 8:56 pm EDT

You are so right! I too signed up for the Cox Bundle in July and it was a nightmare. I had to make about 3 dozen calls where I sat on hold each and every time and was put through all of the automated garbage before being connected to a real person. Then I had 6 different service guys out here on six different days before they got everything working "correctly" but that didn't last long! Phone calls didn't come through to me half the time (people told me that my phone rang and rang and I never answered ... well, it never rang on my end!) and on half a dozen long distance calls I was disconnected while in the middle of the call. My TV's were constantly "tiling" ...that's a term I learned from Cox. Of course my connections to the internet were frequently interrupted as well.

Would I recommend Cox Bundle? NEVER! I used most of my cell phone minutes just phoning COX to report problems! Thank goodness my cell phone is from a different company.

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aaron posey
,
Aug 21, 2008 3:33 am EDT

same thing happen to me same thing this is horrible

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2:27 pm EDT

Cox Communications incorrect billing using autopay

This is only my point of view of this major communications conglomerate, but with that being said, I believe they should be brought up on charges. If you take anything from this tale, it should be & ldquo;do not sign up for autopay with cox!”

My story starts in a rather benign way with purchasing cox communications to supply my tv and internet access to my household. I have had them for years since they were my only choice. (Can we cay monopoly?) only recently my husband and I reviewed our bill to find that we were paying a lot more and getting way less compared to various new satellite communication companies. We thought what could be better than getting more and paying less in this newly monetarily restrictive climate. Making the decision to change from cox to satellite tv we made the calls and settled on a new provider. All that was left was to call cox and cancel. Sounds simple enough, right?

Here is where cox’s dark noxious cloud settled over our household.

On a saturday afternoon, after 5 pm, I called cox to cancel my account. They tried to argue that I never called in to complain about the service so why should they need to cancel my service. Working in a service industry, this was absurd to me! Why would I need to justify my dislike of a product to get it canceled? I don’t want it any more… I have moved on… this is a break up and no we can not be friends… this it is in my right to cancel? After the cox representative forced me to come up with some bogus answer involving conspiracy theories, aliens and the need to wear tinfoil hats, she finally let me cancel the service. [this reason for canceling was for my amusement only; we all know aliens come through the toaster ;)] I had five days to return their battered cable boxes and I would even be getting a refund of $75 for part of the month.

Monday morning, I got up and doing my usual monday routine I grabbed coffee and got on line to read the news and check my bank account. The need for coffee became no longer needed when I found that cox had gone into my checking and withdrew over $600 for no viable reason. After getting the household off to summer camp and work I got on the phone with cox to ask them the ever elusive question of & ldquo;what the hell!”

After speaking with a high number of doltish ###ic representatives I was finally transferred to the credit department. The credit departments response boils down to & ldquo;oops, so sorry, this debit is our fault, but we will refund your money in 5 to 7 days”. It has always amazed my how they can withdraw funds overnight but it takes an act of congress to put the stolen money back.

It is now wednesday and still the account sits empty of the $600+ so I being proactive decide to call them and check on the progress. The all new doltish representative tells me they are waiting on the collection of the cable boxes to even process the & ldquo;oops, so sorry, this debit is our fault, but we will refund your money in 5 to 7 days” deposit. When I exclaim, in a slightly panicked and pissed off state, you have your stupid boxes and remotes I am once again placed on hold. After what felt like 10 minutes, she came back with the comment of & ldquo;oh, here they are. We can process your refund now”. It is everything I can do to maintain my composer and not release a tirade of expletives and adjectives that would probably just make her ears bleed.

Now, maybe to you $600+ is not that much money but to our household it was to cover groceries, gasoline and the power bill for the house let alone a little bit a cushion till payday. Now I find myself pawing through the pantry looking for anything I can put together and call dinner (In the looses sense of the word) and coasting the best I can if I have to drive anywhere to save every drop of gas I can till either cox replaces the money they stole or payday, which ever comes first.

Thank you for reading my rant and I hope at the very least you do not sign up for autopay with cox. (Or cancel before it’s too late).

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cox cable
Las Vegas, US
Jun 10, 2014 4:43 pm EDT
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You are not going to like this.To begin with, you have enough commercials on TV and very, very loud I wear hearing aides and even if I turn them all the way down it still is very, very loud.Next, I get enough commercials on TV, I would like it if you people would be be nice and TAKE THEM ALL OFF.It's a pain in the butt when you are doing something and be cut off from a ---- commercial.A long time ago, last year around this same time I was sending a long note and to a very close friend when my screen went to a light brown, stayed that way for a very long time and when I finally got my screen back guess what was on it, A COX CABLE COMMERCIAL and I ended up losing the whole d--- thing.Can I send another one?He passed away soon after that.I was into the V.A. portion trying to find something and kept being interrupted from stupid COMMERCIALS.It's VERY, VERY ANNOYING.I bought this thing to get away from all the loud and dumb things on tv.SO, IT IS A PAIN TO KEEP CORRECTING WHAT I AM DOING.I'M TO D--- OLD TO GET AGGREVATED BECAUSE OF WHAT YOU PEOPLE ARE DOING.Thanks for listening, I hope this does some and I don't mean filling up the waste basket.

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BOB MULLAY
, US
Apr 19, 2011 11:05 am EDT

Take heed, do not put Cox Communications on bank auto pay!

I just took them off. One of the girls from Cox tried to convince another girl at my financial institution to release money from my account. It almost happened but I changed to another banking institution just in time!

San Diego area.

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12:08 pm EDT

Cox Communications unfair practices

Dropped channels that were originally included in my basic package. Tuesday morning I had TMC on channel 60 and a program guide on channel 69, and Tuesday evening they were gone! Also other things like the History channel and Animal Planet and several others were on some other station number so without a program guide they are difficult to locate. When I called the company they told me that in order to continue getting TMC I would now have to up grade my package for an additional cost of $20.00! No warning. nothing, just oh, you'll have to pay more now to get what we promised in your original package.

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6:34 am EDT
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Cox Communications Poor customer service

Over the years I have dealt with cox communications because it is the only cable company available in my area unless I use satallite. I would not recommend this company to anyone because they use hidden fees that aren't apparent until the bill arrives. I have been charged for "free installation" and then when I complained they use special terms to rationalize why I got charged. My last straw came today when I spent half an hour on hold trying to cancel my internet service and never got through. Just for the sake of seeing what would happen, I hung up, and instead of going through the automated "cancel service" route I went to "change of service". Much to my frustration, the "sales" position picked up the phone within 2 rings. I would expect these rediculous antics from a shady credit card company!

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Kelly
,
Aug 06, 2008 10:43 am EDT

Signed up for service on 3-25-08; Called on 5-25-08 because had never received a bill; was informed that I was in the process of cut-off due to lack of payment. Never did receive information as to what happened to the bill. Asked for another billing and was informed that the June bill had already been sent and was provided balance. Finally received July bill with past due payment. Paid billing and was informed that amount due on 8-16-08 would have to be paid by 8-6-08 or service would be disconnected. This was a "courtesy" to help me get caught back up. Customer service was rude, unhelpful and would make no allowances for their billing errors. I have canceled my services. I will use sat. services from now on.

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Brian
,
Sep 02, 2008 4:13 pm EDT

About a week ago our internet access began going out periodically. This is a major issue for us since my wife works at home and relies on the internet access. A couple of calls to Cox finally secured a service appointment 4 days later. This morning, the day of the scheduled appointment, the technician came out, swapped a couple of connector parts and declared the problem solved. And it was solved, for a couple of hours. My wife called back to get someone out immediately (warranty on service maybe, been out once couldn't fix the problem...you'd think that would get priority, right?). Somebody said they would call back at 3 pm. My wife knew she had to step out at that time so she gave the customer service rep her cell number and asked that the call be returned to that number. Well, Cox called back, but they did not call back on the cell phone as requested, instead they phoned the home phone. My wife has called them back but they will do nothing but schedule an appointment for two days from now. Ridiculously unresponsive!

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MEDAKEE
Green Valley, US
Sep 16, 2008 7:36 pm EDT

About one hour ago, my husband called cox communications in tucson arizona to tell them about a piece of their equipment that was not put back together after one of their tech's worked on it in our neighborhood. that is all he wanted to tell them. the woman on the phone told him since the account was in my name first she would not even talk to him. I asked her why she needed to verify the account since it was nothing to do with our account, but this call was for a piece of equipment left apart in front of a house that will be empty until december. anyway, after getting angry at this stupidity, I hung up and tried to call again to see if someone could deal with this issue. I again, had a bad experience. I was put on hold for 6 minutes so the cs rep could verify an account, he told me it was to take me out of the equasion? what kind of crap is that, when all I wanted was someone to fix this piece of equipment that a person left undone. well, now, I have decided to let it go, and if it shorts out or whatever, it is ok, since they do not care about it anyway. do not go with cox, they are stupid, and incompetent cs people!

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WalB77
, US
Aug 24, 2009 6:58 pm EDT

I had a fraud issue with my bank account in June 2007 for which I had to close my bank account and open another one. Part of that was getting all my bills that are automaticly debited from my account swtiched over to my new checking account. The day I closed my account, Cox tried to debit my closed acount for the bill amount, which for obvious reasons didn't go through. The day after my checking account closed, I cancelled the automatic debit from Cox and set an automatic debit request for the new checking account I just opened. The next week I got a very nasty letter from Cox stating that not only was my bill past due but I had to pay it in cash at their office upon receipt of the bill.

I'm not hurting for money, and paying the bill in cash wasn't a problem, but I'm a doctor and finding the time to to go by their office to pay it was a problem. But to make sure I took care of my end, I scrambled find the time during business hours the next day and paid the bill at Cox's convenience. Thinking this was a one-time issue, I didn't think much of it the whole thing until I got my next bill from Cox and got the same "your payment is late and it's due now in cash."

I called customer service to see what the issue was and was told by customer service that my automatic debit was cancelled due to a closed checking account. When I asked the Cox rep what happened to the automatic debit agreement I set up for my new checking account, I got the usual run around with the customer service rep dening that such a thing had never been done, then when she realized that she was miskeying some info and that there really was a request to set up a new automatic debit, she didn't apologize and she told me that I had to be in good standing with my bill, which meant I had to pay my bill at their office. So I again scrambled to find the time and paid the bill. This time after paying the bill, I asked the customer service rep who was assiting me at the Cox office if I was in good standing and if she could ok my automatic debit. She said she couldn't ok the automatic debit, but that I was in good standing and assured me that I wouldn't have a problem with my next bill.

I called the next week just to assure that the automatic billing was set up, and was told "it was not a problem." Wouldn't you know it, the next bill arrived stating the same thing like the previous two, that there was no automatic debit in place, that I needed to pay in cash and it was due now.

Now I have been a customer of Cox Commications in the South Louisiana in some capacity or another for the last 7 years and never had so much as a late payment until now. By now, I am confused and incensed since I was told the automatic debit was not a problem twice. So I call customer service for a third time, get the usual run around again and am told I am not in good standing with my account and that to get in good standing I would have to pay my bill at thier office.

By now, I am a little suspicious of what is going on and the Cox's ability to get this solved correctly as it seems to be an ongoing problem, but not with me as I am consistently doing what they ask me to do when they ask me to. So I reported them to the Better Business Bureau of Baton Rouge for this issue, thinking at least I'll have some record of this whole mess happening.

When I paid the third bill for which I again had to scramble to find the time, I insisted on having someone at an upper level help me. I had the pleasure of having Angel who although provided excellent customer service, managed to perform it such in a way as to insinuate that I was making an issue out of nothing, when I came to find out that the problem was Cox not telling me that I needed to pay not only the money that was due, but also the next month's bill to attain good standing and have the automatic debit request be accepted, and that was discovered only after I insisted on having Cox put the automatic debit in place while I was present at their office.

The worst part about it was that I never heard an, "I'm sorry for your inconvenience" even after I explained numerous times what was a true inconvenience this whole mess was. It took them two months to respond to the BBB complaint saying only that it had been resolved with an insinuation that I had made a premature complaint.

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kyle hall
Chandler, US
Apr 24, 2009 3:29 am EDT

i currently work for cox, but i work in the stores, and i dont want to sit here and say you're all wrong and that we're not a bad company and that we aren't rude. bottom line is the CALL CENTER is rude. i even hate calling them myself! but to be honest i have never had a single complaint in the past 2 years since i have worked in the store in tempe. other cutomer service reps/sales reps int he store i'll admit aren't the best but these people dont seem to care about the customer. i'm born and rasied in england and i've always been taught that manners dont cost a thing! so i use them.
people talking about hidden charges, there only only hidden charges that the rep you talk to dint tell you about where as i'm different i tell you EXACTLY how much your bill is going to be including taxes i'd tell you how much its going to be during and after any promo that would be added to the account, and the thing is, if anything i've ever said turns out to be different i give you my PERSONAL cell phone number so you can call me direct, because i'm like you i'm sick of one person telling me one thing and another person telling me another i wanna speak to the same person everytime and thats what i offer.
PLUS if i ever steer you wrong then you have every right to come into the store in tempe and see me in person i'm not some random call center person who you may never speak to again!

so after all your complaints which i truly do understand and empathize with, as they happen to me to and i'm an employee, bottom line is my name is Kyle Hall my phone number is [protected] and if you want to set up service transfer service or change the name on a service (i cant do a name change if you want to keep the same telephone number) then give me a call and i can set it up for you, I'll guarantee 100% satisfaction and if anything goes wrong i will take full responsibility myself and you also now have my number:) so let me have it give me a call.

p.s. i'm not a billing expert so if i did not set up the service i wont know 100% whats going on with the service so i would try to help the best i can but there are no promises. i'm also not in technical support so i cant instruct you how to set your vcr/dvd/tivo up, or a router or modem. i'm purely sales and general customer service.

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freshmeatz
CB, US
Dec 03, 2008 9:07 pm EST

I used to work for this so called company and trust me they teach these people to be rude to you and only care about two things, getting your money and up scaling your service, anything outside that line they care less about. They live up to the name in their company profile just fine, they are all one huge COX suckers. maax@cox.net

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Felicia Brooks
,
Nov 25, 2008 12:17 pm EST

First off all, I would like to award Gloria with the CUSTOMER CERVICE OF THE YEAR AWARD. Now THAT's how you talk to customers, calling them ###s!

I can honestly say that I have NEVER received worse service from a company other then Cox.

I have been charged outrageous fees. Charged for equipment I NEVER needed. For the past two months I've been charged for cable TV, which would be fine... had I ordered it. I am now being charged $90 a month, for internet that works approximately 70% of the time.

When I called to try and figure out what the hell was going on, I got a real cup drooler on the phone. She tried to tell me that Cox made a mistake, and that I should have been charged for cable since 5/07. (Although the deal was High speed internet with FREE basic cable.) When asked if that meant I would now be charged double (for the same lousy service) because COX jacked up, she actually agreed.

Today, I got a completely different explanation.

I work for one of the top rated Companies in the world... For the second time in a row we have been rated #1 for customer service. I am SHOCKED at the horrific service I have received from Cox. I am requesting to terminate the service (and so are two of my neighbors), I would rather not have internet service at all, then to throw my hard earned money away. Even dial up was better then this crap.

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Chris
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Nov 04, 2008 10:01 am EST

I absolutely agree. Cox billed me over $45 in hidden fees.

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Michael
,
Oct 10, 2008 1:24 pm EDT

Jan,

If you ever read this, I am sorry for the ridiculous experience you had with COX. I'm a technical support rep with cable, and they lied to you when they said they couldn't speak to you. All they had to do was set up an appointment on a former account of an address nearby and it would be taken care of. The only time they can not "speak" with you if you are not on an account is when it's regarding call records, services, equipment on the account, or when asked for a phone number, or the pin number, or ssn on file. We are also prohibited from having anyone not on an account speak to a supervior. The representatives, all be it following orders, need to be more informative and give you the right responses. I am sorry for the unprofessional conduct.

regards
Michael

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marilee frantzen
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Aug 15, 2008 4:41 am EDT

You worked for cox for three years? You must truly have NO SOUL. I've never dealt with a company who shows such disregard for their customers. I am without cable for a week because of a Cox error and I go to the back of the line each time, no priority. Takes 11 minutes to get to talk to a real, live, rude human being. What a joke.

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12:00 am EST

Cox Communications scientific atlanta cable cards

I've been a TiVo subscriber for 11 months and I’m using the HD DR with two Scientific Atlanta cable cards provided by Cox Communications. On four occasions within a six month period one or both of my cable cards have needed to be replaced by Cox. Each time this happens we loose the opportunity to see several programs we thought were being recorded – then we loose our service for the three days it takes for Cox to make the repair – and then someone needs to be home for three or four hours waiting for the repairman. To say that this is an inconvenience is an understatement.

We are not accustomed to buying inexpensive equipment with unreliable performance. Our lifestyle is quite the opposite and this lack of reliable service from a piece of TiVo equipment or Cox Communications is very frustrating. I don’t know whose equipment is at fault – Cox says it’s TiVo and TiVo says it’s the Scientific Atlanta cards. I find it hard to believe that with all the cable subscribers using Scientific Atlanta cards and TiVo in this country that an incompatibility between these two pieces of equipment would be tolerated.

If the problem is with TiVo, I would appreciate some proof of that from Cox to use against them to force their prompt solution. If the problem is with Cox and their Scientific Atlanta cable cards, I want a full credit for my subscription fees for the past six months and to know what is being done to resolve this issue. I’m tired of being in the middle and paying full price for completely unreliable service and subjecting my household to these aggravating annoyances.

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duckguy
Rockwa, US
Feb 09, 2010 3:23 pm EST

Use to be a Tech for cox in virginia. The problem was the cable cards. What was the problem? I have no idea but I hated working with the darn things.

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12:00 am EST

Cox Communications poor internet connection and customer service

This company has the worst customer service possible.

I schedule an transfer of service 1-2 months in advance, left to go to the store, had my mother in law waiting to answer the door. Supposedly, the tech claims he showed up knocked on the door, and left. No note, nothing! I call re-schedule.

The tech shows up, I query him about the previous missed appt, he says he walked around the house and it was going to be a big install and they don't normally do those on Saturday..so it sound to me like he did not really want to do it so he did not really try too hard to knock at the door.

Cable gets Installed, within the next few days the cable stops working. I call wait on the phone for 30 minutes. They can't even find an account for me. It is lost, say they will call back shorty, never call back. I call again get it resolved.

In the next week or so... Internet stops working, call, wait an hour on the phone for help, get someone who can't help, they "transfer" me to another tech, I wait again for an hour - on my cell phone! totally wasting minutes. I ask for a credit. They say I can't be given one. I ask for a manager, I tells me I don't deserve one. I finally get some type of $25 credit.

Nice, my cable has not worked 100%, my internet stops working ( I work from home - its my life blood - they say i'm not losing any money because i can just use a neighbors wireless connection - hmmm...why should i even bother paying for what i get anyhow, right?), i waste hours on the phone trying to resolve any problem i have...

in the end...

Very poor customer service every time i have ever called... except when they were trying to get me to become a customer!

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E
E.
,
Nov 02, 2008 3:21 pm EST

Worst service ever. Cox came to "upgrade" the lines outside my entire apartment as well as those for the individual units...after that my analog no longer worked, so I decided to go ahead and order digital. Picked up my digital cable box only to have it not work...after many phone calls they realized they recently did repairs on the outside and inside lines to my apartment building and that this was the likely source of my problems. After a visit from a rep it turned out it was the outside line, which it took them 2.5 weeks to fix...I still experienced minor-to-moderate problems and called only to be told that it might be the inside line which they just "upgraded." Even though the "upgrade" was just done I was informed that I would be charged for fixing any of the lines. When I told the rep. that this was clearly a result of the line upgrade, I was told "sorry, but you'll still be charged." Scandalous. To date, any time there are issues with the HD channels, I'm told that it's the broadcaster's fault...each time, for each channel. They're terrible; go with FIOS or satellite, even TimeWarner, if you can.

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Jackson Tabby
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Oct 17, 2008 5:57 pm EDT

Cox Internet is absolutely disastrous! In some parts of the Fairfax County, VA Cox has a monopoly over the Internet services. Basically, its Internet is worse than a free dial-up! In addition, Cox is routinely overbiling and its business/customer department is rude, at least. Boycott Cox services!

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Chris
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Oct 13, 2008 10:38 am EDT

In the past 4 days, I have called Cox 4 times due to no phone, internet or cable service.

During the first call, their excuse was that service was out in my area.

Three days later my phone and internet service went out. So I called and they said that service was fine in my area. They tried to fix it over the phone but couldn't. So they said they would try to send a tech. About 15 minutes later the cable went out so I called again. They said they were still trying to get a tech to my house but they weren't sure if they could. A tech arrived but by that time all service was working.

Later in the evening, no internet service again. When I called, they said they couldn't sent a tech for 3 days. I spoke with a supervisor who was positively rude.

This morning, still no internet. I called once again to see if a tech could come out sooner. This time they said that there is an outage in my area and a tech is working on it.

I don't think Cox Communications has any idea what they are doing. But they do know how to say that there is an outage in the again. Don't even try to get a reduction to your bill because you don't have service and have to waste your cell phone minutes calling them. They must have the worst customer service in history

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