Cox Communications
reviews and complaints

I had connection issues since 7/18, called Cox & a service guy came by, they exchanged boxes to black (mine were silver) installed a new wall jack, TV okay for the day, but the very next day same issue. Another service guy came by in a few days basically went thru connections again. Received a bill for DVR because new boxes apparently came with this, an addition I NEVER requested. Called about numerous times. All of your CS Reps insisted "I take a box to local office to remove service," a service I never requested, but now charged for 3 months? I finally took Box in yesterday & they replaced with a new one. I installed it & now same issue on other box "No or weak service." Called again for Service. I've had to call, wait..., unload an entrainment center for the 3rd time I order for them to be able to get to it. Be without service a few days in the process every time, had to disconnect one box, drive to office, reconnect etc. This is your "Customer Service." Seems I'm doing more work than Cox on this issue & I pay a premium price for. Have had many friends stop service & I've remained a loyal customer for many years. I'm VERY disappointed in how all of this has been handled. Gouged for a service for 3 months I never requested & let to pick up the pieces & basically clean up Cox's mess they've created & many days without service I've paid for. Please contact me Peggy Finch, [protected] pin # 1962. 9129 Greenbriar Estates Road Springdale, AR 72762.

Good morning... I am not a happy customer right now. I have been a customer for 32 years! I was contacted by you last month to tell me my 2 year contract was up and in order to keep my bill and services the same, I would need to enter into a new 2 year contract. I asked at least 3 times if everything would remain the same, with no increases my current bill is $140.97 and I don't want to pay a penny more), and I was assured that was the reason for renewing the contract, so that nothing would change. So, in good faith, I did it. Today I receive my bill and it was $180! I called and they said it was because of increases. I told them the above story and they agreed to keep this month at my old rate of $140.97 but the best they could do was another plan which would increase it to $147/month. NO! That is NOT acceptable! I pay enough already and I only have Basic cable and internet! I got rid of my landline and everything possible to get my bill down to $125 last year and here we are again, creeping back up. I am NOT paying more than my agreed monthly amount of $140.97. Your representative promised me that if I signed into another agreement. I have called 3 times and noone will let me speak to a supervisor... I just get the Loyalty Department and they say there is nothing they can do! I am ready to pull this out at this point! Horrible customer service!

I'd like to report a complaint concerning the service I received regarding my Internet issues. First, I'd like to add that the phone agents have been excellent and my complaint is not with them. I first called about my Internet issues and the first agent I spoke with scheduled me an appointment for a tech to come to my house. After a few days of waiting, the tech came out to my house. He describes the issue is likely with my line but could not check it as the neighbors dog was out and in order to replace the line, they'd need to put the dog up and the neighbor was not there to do that so he'd have to come back out another time. So I waited... had a feeling that the tech did not actually schedule to even come back out or have someone else come out to fix my issue so I called tech support again. Ofcourse, Noone scheduled to come back out and fix the issue so I had to schedule for another tech to come out. This tech came out and he was able to fix the line but advised me that the reason for my issue is that the neighbors dog chewed the line and even with replacing, they'll likely chew it again so they'll need to bury the line so the dogs can't get to it. He told us that they couldn't do that then and will have to come back out on 5oct18. It's been a few days since that and I had another feeling to call and followup as I don't think anyone had any intentions of coming back out and fixing my problem. Sure enough, when I called, there was no scheduled appointment for anyone to come back out and bury my line. This is ridiculous.. not sure why it'd need to take so many technicians to fix this issue. There was no urgency and it just felt Noone wanted to work to actually fix my issue. Just put a bandaid on it and hope for the best. Because of all this, I'm gonna be charged much money for this fix and since I work from home, I have had to work in Claremore at my boyfriends apartment while I wait for all this to get resolved. It's been very inconvenient and frustrating.

I have Contour TV and Netflix is a part of that. I do not subscribe to a Netflix account with Cox.

This conversation took place to the best of my knowledge, somewhere around August 27, 2018
I called Cox to report that I was having problems with Netflix showing movies. Message pops up saying "we are unable to show the subtitle at this time. Please make another selection or try back later." I called Cox to report this problem. Representative Denise, states problem could be coming from my modem speed needing to be increased from 50% to 100%. States this would increase my bill by $5.00. Rep. quoted my next bill would increase from $225 to $230. I asked representative for her name again...she said "Denise, I mean Vivian, oh no it's Denise." Through our whole conversation she sounded spacey ie high on something.

When I got my very next bill I see a charge on it; Subscription to Netflix in the amount of $10.99. Total bill $242.99. I did not subscribe to Netflix via Cox Communications. All I can think is this representative may have added this account to my profile as there is no doubt in my mine that I did it.

I called Cox Communication this date, 09/25/18, spoke to representative Trevor, who stated that I must have subscribed to it via Cox. I told him I did not. I asked him to remove it and he stated he could not. Informed me that I would have to call Netflix to have them take care of this. We went round and round, still states he could not remove it. I requested the number to Cox's complaint department. Stated there was none. He gave me number to Netflix. He also told me that I could deduct the $10.99 from bill amt. and pay the $231.98, which I did. I requested to know if I would be billed a late fee; he said no, if amt. was under 20.00.

I need Cox to rectify this error and reduce my bill. I have had so much trouble with Cox as they continue to increase and increase in their
fees. Please help me resolve this matter.

First, let me begin by saying that I despise Cox Cable, and when I voice my disdain with them on the phone, to have them tell me, " We understand your frustration and appreciate having you as a customer", feels like having someone patronize me, and it's so condescending. Cox is just the lesser of three evils.

On April 16, 2018, I went to the Cox service center at 12:55pm according to my receipt (that I have recently located.) Up until that time, I had canceled all services except Internet for the prior 4 months. So, on April 16th, I turned in all of my equipment and closed my account with "Stephanie", Return tech #xxx41 and voiced my complaint about all of the "hidden fees" and the charges that I had incurred for a cable box that I never had, cable that I had canceled 4 months prior, and past due fees that should not have been on there and the bundle price that I had been quoted. Stephanie went into my account, notated everything under "WS ID XXXDEV", made the adjustments to my FINAL bill, turned in ALL of my equipment for the account xxxxxxx5505, and I paid the balance of $79.98.

Stephanie then gave me the phone number for CUSTOMER LOYALTY and said that if I ever chose to come back to Cox Cable, to call XXX-XXX-X444 and mention the bundle price of $88.78 and that they could set up a new account when I moved.

When I moved into my new house a month later, I called Cox Cable. set up a new account and they came out with new equipment and did a new install with a complimentary install fee. A month and a half later I received a bill with a past due amount of $401.53! When I called Cox Cable, a VERY rude woman would not listen to me AT ALL, and at that time, I did not have access to my receipt from 4/16/2018. She said to me verbatim, "No one has the power to get rid of a balance forward." I told her what had happened, or tried to, anyway, but she would not stop talking long enough for me to talk. She said, "If you don't pay, your service is getting cut off."

I went back to the Service Center and spoke to the service rep, and she in fact told me that yes, I should not have had a balance forward. Cox Cable is NOTHING but a bunch of bullies who monopolizes the Telecom Industry.

I decided I would start a business from home and called Cox to see if I could have a phone line which would block the call waiting feature. I was told it would be no problem. All I needed to do was go into my online account and turn call waiting off. That is what I did and it worked beautifully. However, a couple of months ago, I began thinking it was a fluke that a call would come through while I am handling my business. Finally, I realized the calls were coming through and I was no longer to see the feature in my account to turn call waiting off. I called cox and first heard, "Ma'am, you control the call waiting, we don't ." An argument ensued. I hung up. Again, the calls came through. I called and I called. Customer service said it is tech support. Tech support said it is the phone department. The phone department said it was technical support. I got tired and asked for a supervisor. The first supervisor went into my account, changing my password, to show me that I could cut off the feature. That didn't work! (Oh, I never did hear from her supervisor...I guess she was correct when she told me there was no one else although I told her that Cox has someone over you. She did say at that time she would have that person reach out to me, but we can see they run this train like there are no cares in the world!) The second supervisor said, "The only way you are going to be able to remove call waiting is if you downgrade to the economy line." A supervisor!? I downgraded. The calls still came through. I called back to complain (yes, I am pissed!). I researched and found corporate's number. I spoke to someone named Tammy. Although she was nice, she could not take care of my problem. She had a Dustin reach out to me who couldn't do anything. There was never a follow-up call to see if I had rectified this problem or a suggestion of what I could possibly do. I decide, hmmmm, maybe I could use a business line. So, after this has been affecting my livelihood, I call to set-up a business line. The person says, "Okay, I am going to send you an email in a couple of minutes. When you get the email, sign it for me and send it back." I waited and waited for the email and received NOTHING! I called back later that evening or the next day, only to hear, "Well, he was working on someone else's case and you have to wait for the person who is over your case to get in touch with you." Day after that, I still didn't hear from the person. I asked can it be assigned to someone else and was told emphatically that it could not. Yes, I am Pissed! Finally, after I still did not hear from this person (5/6 days later), I called back and got a guy who was not "actively listening" and transferred me while I was in the middle of explaining. Really? However, he transferred me to the person who should be directing customer relations. She was awesome! She read through the notes and said, "I'm going to get this done for you. I see in your notes this has been a problem for a while." Rebecca B. (CCI-Southeast) did it for me. She followed up and made sure that I would not continue this charade by going above and beyond her call of duty. This was ridiculous and most of the people in the customer service position along with their supervisor's should be retrained...By REBECCA!

If you want to save yourself a headache, dont get cox, every fricking month if ou ll find yourself calling customer support for a charge on your bill or like in my case i only and unfortunately still have the internet with them. They are charging me for no pay a month...when clearly my bank account says through zelle i pay for 2 consecutive months twice in any case I HAVE S CREDIT! I for paying you more than what i should. Anyways people try even though theres bad reviews, so i wish you good luck you all.

I had all my business with Cox from years2 1/2 years ago I switched only tv to direct tv since my bill always crept up. On Sept 5th I decided to come back to cox on the 13th I was so frustrated I actually went back to direct tv with in 8 days! That's a nightmare! We never had a day where we had a problem either with pitcure in 1 of. 4 rooms we had to techs out who went thru 4 boxes I was hung up on by a girl in the retention dept constantly shuffled around and disconnected it was terrible. When I returned boxes at cox store no one cared to ask to keep my business they commented how old the main box was All equipment was to be new
I can't belueve how much trouble and stress caused with such horrible service. I'm sorry it's gotten so bad. I was so excited to try the contour

Date of Incident: December 5, 2017
Cox Representative: Donald Nicholas
On the date mentioned above, Cox began charging me an additional $10.00/month for renting the cable modem/router. I contacted Mr. Nicholas to get my money refunded, because I had purchased the modem/router and therefore should not be charged the rental fee. I have contacted Mr. Nicholas on numerous occasions since December 5, 2017 and have not been refunded for the extraneous charges. At this point in time I want my rental fees refunded since December 5, 2017 which total, $100.00. I have email correspondence between myself and Mr. Nicholas to fix this issue but nothing has happened.

No notice why the Show has been not on since sept 11. This is a regular show all my family members watch. the cable lists it but pyramid shows. WHY?
We missed the show for 4 days and there has been no explanation why it is not on and why the substitution?
Please advise if and when this show will resume its programing. And what channel we can watch it on.

Maria van Vianen-Ryder

So this is interesting. I cancelled my "bundle" and opted for just internet. I cut the cord because every year cox keeps raising my rates. So after canceling and returning my cable box, I get a notice from them saying that they'll charge me $7.99 for the modem. I completely forgot that in order to get the bundle discount, I needed to ditch my existing Motorola surfboard modem and use their modem which had phone jacks. I never even had a phone in the house! Anyway, I replugged my old modem and called to activate. They said it wouldn't work because my modem is no longer supported. Fine, I'll go along because my modem was pretty old. So I bought a new netgear cm500 docsis 3.0 modem which said it was cox verified and plugged it in. Called cox to activate and the lady kept asking me to hold because she was having trouble activating it. After a while she comes back on tells me some bs about my modem is too powerful for my current speed. I would have to upgrade my plan to a higher speed. I came unglued and demanded to speak to her supervisor. Her supervisor came online and started apologizing profusely saying she was confused and that it would be fine. My internet works now but I'm still livid and wish I had another option like Fios or att. Unfortunately cox is the only provider in this neighborhood.

I think this company is a total scam you are beating hard working citizens out of there money yes i want my cable and yes i pay my bills but u all take advantage of that i should not have to pay 80.00 extra dollars when u disconnect my cable for 1 day that's a damn rip off rethink how you treat your customers because if it wasn't for us u wouldn't be in business a very disgruntle customer

Worst customer service ever! 9-2-18: Tried "chat" because I couldn't get logged on to my online Cox account. Was asked security question about name of my first pet. I have never owned a pet, but representative said there was an answer there. Since I didn't know the answer, she could not help me and she suggested I call customer care. She gave me a number [protected]. I called and ended up listening to 10 consecutive ads trying to sell services, and then finally a message that the number had been changed! I went back to website to find a customer care number. Called and got help to get logged in; then found I had already been billed (only 2 days after installation) --and the amount was much higher than the promotion bundle I was sold! So, I was transferred to Billing Department. I purchased a bundle for $69.99 to include internet/modem, VOIP phone (and Cox would provide phone), cable/DVR for 24 mos.-- no contract. I was sold this bill of goods by Sam at [protected] on 8/23/18 -- avoid him! My first bill 2 days after installation was $112.75. I learned upon installation that Cox does not provide phone -- Sam just doesn't know his business! Billing department (Shay) could see the $69.99 promotion, but said she couldn't do anything so she sent me to loyalty campaign dept.; loyalty department said that the pricing did not include modem and DVR (even though Sam specifically mentioned those were included in the promotion bundle). Even removing those components from the bill $12.99 and $9.99) doesn't make the bill add up to $112.75? Bait and switch! Now loyalty dept. says they can remove phone (which I didn't want anyway), and reduce bill by $10/mo. -- and that the ports on modem would be inactive, so I could not use those ports? Well, I need at least one of the ports. They say they cannot reduce bill any more than that unless I want to give up DVR. This is bait and switch at its finest! What happened to honesty and integrity? Plus I have now spent an unsuccessful and frustrating 2 hours trying to straighten this out. Finally I got a $2.00 concession (from loyalty dept.) on DVR! WOW! Can anyone recommend a provider with integrity and honesty? I'm looking! I am a very unhappy customer, and it's only been 2 days!

Good day. This is Aurelio Angosta. Im complaining about an unexplainable massive data log of 400GB that occur in a day and was charge to my account. I called on Sept. 1, 2018 to ask about any information or data log that occur on Aug. 27, 2018. Customer representative of the company (Cox) had me transferred all over for over an hour but the issue hasn't been resolve instead they made me purchase an extra service to cover for those charges. The internet provider company could not provide me any details about that particular day that may have cause my data limit to go over for this months billing cycle. My desirable solution is request a refund for all the charges due to overages as well as a refund on the extra service they made me purchase.

Cox often has internet outages for the residential neighborhoods it serves lasting several hours. This is unacceptable for people who rely on the internet to work from home. Two of the past 5 work at home days for me have had these outages. Potential customers should be aware of the truth: that they are not committed to access for residential customers. All we get is a robo-apology.

I can no longer record to my Contour 2 box from a remote location like when I am at work. When I try I get the message "no tv service" when I do have the service. I have called customer service five times and have been to a local Cox location and no one can figure out why this is happening. I have reset my combo modem/router, reset the boxes more than once and even turned in my boxes and got new ones. It's still happening. It's obvious to me the Cox computer program is not recognizing I have Contour devices but I can not get any satisfaction.

I set up an appointment on Aug 6, 2018 to have internet installation. Installer informed me that the line needed to be replaced. Called customer service to explain this. On Aug 8, 2018, they sent yet another person out. Thinking that he was the one to replace the line, he could not do the installation because the line had not been replaced. Called customer service that was not helpfull as it was explained that there was a separate dept that replaced lines. Said they put in a work order so that the line would be replaced. Was told this order was put in when I spoke to CS on Aug 6th. Called again to find out the status and was told that a contractor woukd be out to replace the line and they had no idear when this would take place. Called again on Aug 22, 2018 and was told their system reflected that the situation was resolved and the line HAD been replaced. So while in the phone scheduled another appt for the Installer to come back out. On Aug 23, 2018, the installer arrived only to say that he could not install the service because the line needs to be replaced and that I needed to call CS to schedule the line replacement. To date, I stil do not have service.

I have an ongoing problem with my email with Cox. For the last four years my email gets locked out every three to four months. To fix the issue I have to call 'Tech Support' and step them thru the Inter Manager App and direct them to the email tab and have them unlock my email. On numerous occasions I've had to call back on subsequent days to get them to fix the problem they didn't fix the day before. I have been promised that there would be a email tech specialist look into the problem and determine how to keep the email from locking out. To date I have over 15 outages over the four years with most issues requiring more than one call back. The reason I am finally writing on this site is I am experiencing the problem again. Today marks the 5th day in a row I have to call to get them to fix the problem. Whatever they are doing to 'fix' the problem lasts for a couple of hours and then fails again. I have been promised by several Supervisors that an email tech specialist would call me to determine what's needed to fix the problem. They still haven't called. This support is pathetic and a colossal waste of my time (each call averages ~40 minutes - primarily due to the poor quality of the fist line support people that answer the phone). I need a call back and someone to deal with this issue once and for all.

Cox cable continuously will not credit my account with the 1099A even though the use the US Department of Treasury and pay the account mine and others. Cox communications business continues to extort payments from by shutting off my service in actuality payment to the recipient as a charged off debt pursuant to the incorporated in entirety documented evidence provided herein.

All utilities companies knowingly have been sending their (customers) dividends but, in fact, making each recipient believe that dividend was an invoice for services provided by the utilities companies.
this is criminal

I call Ed a year ago and cancelled my cable service. The service rep convinced me to spend $5.99 a month to keep my account active just in case I want to go back to cox cable. I said ok. A year later I find out that they have been charging me $42 a month for the past 4 months because the rate the service rep had quoted me was a special rate that expired after 9 months. They would not give me any credit back. They are thieves! I have no recourse.