Complaints & Reviews

pay per view charges

I recently reviewed my cable bill and noticed a charge for a pay per view I nor my wife nor my cat had ordered. The title was “1 grl takes’em all”. I honestly had not ordered this movie. I called to complain about it and the lady told me there was nothing she could do about it. She said the only way any pay per view material could be ordered was with my remote. Also they never refunded pay per view or on demand, especially adult material. Of course at this point I could not prove that I had not ordered and watched this movie. I was going to give up but I asked if there where any more ppv orders and she said, “yes, 3 more“. Three more!! I have only lived here 4 months, that’s one a month! Each order was $12.99! So I hung up the phone and called my wife to be sure she had not ordered them. No she hadn’t. I called back ready to cancel all service (I had just canceled cable and kept internet and phone) and give them a peace of my mind. The girl that answered was polite and said that she could not reverse the charges but her manager could. Her manager gladly reversed the charges and told me she had to put a block on pay per view.


I had been charged $51.96 over four months.

There was no way to prove I had not ordered them. It was my word against hers.

Be careful!! Watch your bill!!

  • Me
    Mel May 07, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Has happened MULTIPLE times to us. Exact times when we were in the hospital, no one in the house for weeks on end. Usually adult related ones. Guilty no matter what, at mercy of cox cable. They have no reason to research why since they are getting the money and just don't care. Many of the movies ordered within minutes of each other. Malicious hacking!!!

    0 Votes
  • Gl
    Gloria Jul 26, 2008
    This comment was posted by
    a verified customer
    Verified customer

    It was not malicious hacking. You do realize that your box is your responsibility & whether or not you want to believe it, those movies were ordered from your box. When we credit your account, we LOSE money...we have to pay for those services to the broadcasters.

    0 Votes

fraudulent bait-switch tactics!

I was lured to Cox communications because I was offered a special price for bundled services for a period of one year by the customer service rep I spoke to. This was for Cable TV, Internet, and telephone. When I got the bill it was far more than I had agreed-to on the phone. It took more than an hour to get resolved and even then the bill was not adjusted to the amount I had agreed to pay. I normally would not have carried the matter too much further, but I found out that my Friend, Lynn Wentz had switched to Cox with the same promises of saving money, and agreed on a rate, only to get the bill and a big surprise that it was not was was agreed, and in fact was a LOT bigger. It may be that what we have discovered is an effort by Cox to bait-and-switch customers and then gouge them. In the absence of an up-front contract price it would be hard to prove, but there IS an implied contract in these dealings and possibly a violation of Federal law. I am posting this to see if other customers in VA are experiencing this anomaly. I am sure Verizon's lawyers would love to find more on this story.

  • No
    Nova123 Sep 12, 2014

    I had similar issues with Cox as regards the bait & switch for pricing in VA, with the 1st bill being more than double the amount promised (including taxes & fees) that I confirmed at least 5 times with various customer service reps, supervisors & Level 2 employees. Cheats & liars, basically, this whole company really., , ,

    0 Votes
  • Ta
    Tawanna Frazier Lumpkins Jun 21, 2017
    This comment was posted by
    a verified customer
    Verified customer

    I agree. I am experiencing the SAME issues! Told my bundle would cost me $159.04 per month for a year and at the end of the install it was $288!!

    0 Votes
  • Co
    Cox is a lyer Aug 21, 2018

    I just googled this heading and found your post. The exact same thing just happened to me. My husband got a quote
    for $79.00, when the service rep came to my house suddenly all these fees starting adding up. The price out the door
    was at $127.02 per month. That is nearly twice what we were quoted from the telephone rep. I refused to accept the service and sent the Rep. on his way. A few minutes later some telephone rep from Cox who was clearly calling from a country far away wanted to know why I canceled when I told him he could have cared less. Well GOODBYE CABLE,
    there are far many ways to watch TV and to access the internet. Like I am now with my hotspot on my phone that I have with TMobile. COX SUCKS!

    0 Votes
  • De
    Deekay729 Jul 11, 2019

    They're doing it here, in Ohio too!
    They quoted me 39.99 for basic t.v. only and then sent me a bill for 89.99 and told me that's the prorated amount and that my regular bill will be $115 per month!

    0 Votes

100.00 rebate

I had recently switched to Cox Communications from Century Tel as my telephone provider saying that If I...

Billing fraud

So between jan-feb my roommate tries to order pay per view movies 15 total. Each time he tries to watch them it comes up with service unavailable so he tries back at a later time with same results.

The bill comes and I have $152.25 bill for 15 movies 4 different movies in all which we never was able to watch. The bill comes in April for movies which where tried to be ordered in jan-feb?

I contact their customer service and they say it was ordered from the cable box and their records show that the movie was sent to the box, and since I did not call them the moment it happened that we paid for a movie and did not get it the charges would stay. They also threw out a BS comment on why it took 2 months for the charges to show up on my bill. "The receiver can down load the information on purchased movies at any time, though it normally does this nightly". In this case it took 2 months to pull?

So to pretty much cox is charging me 152.25 for 15 pay per view movies i never watched between jan-feb and tried to bill me 2 months later in April for it.

  • Hi
    HimU85 Jul 22, 2010
    This comment was posted by
    a verified customer
    Verified customer

    We were billed twice for the same transaction (not even billed the same amount).

    We had to call them three times to rectify.

    We were made to feel like criminals not valued customers (typical of large corporates).

    They refused to call us back after us asking them!!!

    0 Votes
  • Ll
    ll2014 Dec 05, 2014

    How did you get the charges fixed. This just happened to us, we just looked at our bill we have 21 charges at $12.99 each totally $277.00 and they are all for porn, which we didn't order.We have called a million different phone numbers and nobody can help us.

    0 Votes
  • Jo
    Joe Harlin Jun 03, 2016
    This comment was posted by
    a verified customer
    Verified customer

    I've tried and tried to get a second DVR from Cox but they refuse saying since I don't subscribe to all their services I'm only entitled to 1. So I purchased one my self, the same make and model as the one I have from Cox. When I went to install it, I received a code saying it had to be registered with my cable provider. I called Cox and after a while the Cox help desk told me that since I didn't get my DVR from them I could not use it.

    How in the world do they have the right to refuse me service for something I bought. What's next if you don't buy their TVs you can't watch shows on their network. Maybe next it will be computers on their internet. Thank goodness they haven't figured out how to stop Vonage routers from working.

    What's the difference between a DVR and a video recorder?

    0 Votes

in demand movie rental refund

I had purchased a movie for 3.99 on-demand through cox, doing so I am allowed access to the movie for 24 hours, however at mid-night my account fell past due and the access was not granted due to in-demand disconnected itself. When I called in and asked that they either refund the money I spent or allow me to repurchase at no charge once I paid the bill they have refused. Needless to say this 3.99 purchase became a heated debit that caused me to threaten to disconnect all service (high speed internet and digital cable) but this supv was very politely said he will set up the disconnect. Over 3.99 a customer with a monthly rate of 150.00 all I want is to be refunded the charge of the movie or even half the charge since I lost the purchase due to the in-demand disconnects itself on a past due. I can't understand how he represents the company and will disconnect a customer over 3.99

  • Em
    Employee Oct 06, 2007
    This comment was posted by
    a verified customer
    Verified customer

    When making a complaint, it would be nice if you gave all the information, and not leave out the stuff that makes you seem like the bad guy.

    Your EOD service will not be shut off as soon as your account goes past due. It happens when you get interrupted for nonpayment, weeks (sometimes months depending on your area) after your account goes past due.

    How many warnings did you get for your interruption? 3? 4? I'd be surprised if it was any less.

    If you are told your service is going to get shut off for non payment, why did you not use your free time to call in and pay your bill, rather than order a movie that you knew was going to be interrupted?

    That supervisor did the right thing by agreeing to disconnect your service when you asked. How much you pay monthly quickly becomes irrelevant when you never actually pay it.

    0 Votes
  • Gl
    Gloria Jul 26, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I agree with the reply, your on demand service is the first affected when your account is past due. If you want your services to work, pay your bill.

    -1 Votes
  • Ki
    killi Nov 30, 2010

    You were not disconnected over a 3.99 on demand charge. This company has one of the longest grace periods I have ever seen. Sometimes it is more than three months before they interrupt service. You were disconnected because you don't pay your bill.

    0 Votes

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outgoing email blocked!

The following is an email I sent to Cox. I sent it to Customer Support and Technical Support and here I am weeks later without a response. I know big shocker. But I've done my homework over the last month and I think I bring up some pretty good points. Take a look:

Ok so I've been through level 3 tech support. I understand that there is nothing you guys can possibly do to help me send mail using my cox account. You've blocked port 25 (which has not made one bit of a difference in how much spam I get). All it really says to me is that you don't believe that I'm not a spammer. Instead of blocking my outgoing "spam", you're actually just preventing me from using my email account at work and conducting business with hundreds of contacts. I refuse to use web mail it is ridiculous and antiquated. So I see one of three solutions. 1) Lose a lot of business. I've talked to countless people besides myself who've encountered the same problem and their ready to just switch providers. 2) Conduct a phone interview to verify the legitimacy of these people (such as myself) claiming to use the email account for business rather than spam. If they are on the level then unblock the port for that account. And finally, not as good of an option 3)At least create an apply for PC AND MAC that allows people to import their address books into the Web mail system. I don't like suggesting that but I am dumbfounded that you all have not thought of it yourselves. You are losing Mac customers by the minute. Customers who might I add are willing to pay twice as much for a computer and file in a higher tax bracket. I'm in film production where macs are mostly used and in an office of 200 people I'm finding out that I'm apparently the last sucker still with Cox.

I'm sorry if this email contains the frustration that I have encountered upon researching the problem created by your company.

One pissed off long time Cox customer.

  • Sc
    Scott Ray Nov 20, 2007
    This comment was posted by
    a verified customer
    Verified customer

    I just want to second this statement... I'm in the exact same boat.
    COX get your ### together.

    0 Votes
  • Su
    suggestion Oct 23, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I just happened upon your post and being that I have a reasonable understanding of how to work around your problem I thought I might offer some suggestions. You have a few different options on how to get around the problem.
    1. Since youre trying to use the email service for a legitimate business purpose, you could pursue the business service that Cox provides. It would provide you with the ability to avoid said blocked port.
    2. If youre not thrilled about coughing up the money to switch over to business service (for what you have made clear is a business purpose), here is a work around. Set up a gmail account and configure it to forward email labeled with your cox email address. Then simply reconfigure your outgoing mail server in outlook to reflect gmail's outgoing server. You should then be able to sent mail regardless of your location.

    0 Votes

cox communications won't stop service of deceased parents

My parents had their ISP, television and phone services through Cox Communications of Phoenix, Az. My father passed away September 2004 and my mother kept all services active. My mother passed away June 2006. I informed Cox of her passing and canceled internet and television services with no problem. As the house had a security system using phone lines I kept the phone active and had the billing transferred to my address. All of these actions were done over the phone with no requested identification of me.

In January 2007, I notified Cox that we no longer needed the phone. I was told that I could not make changes (including cancellation of services) without first showing a copy of the trust showing I was the trustee along with a death certificate. I refused their request for such information. They have continued to send bills (now up to 4 months for a total of over $87) despite repeated notifications that the service is canceled. I have been hung up on 3 times when I insisted to speak to a manager rather than to the lead worker at the call center I was speaking to.

I wrote a letter to corporate and received a letter back from someone identifying herself as a manager but with no phone number; the main phone number to the call center. She also noted in her letter to me that my refusal to provide a copy of my parents death certificates was "frustrating their attempts to help me".

I have called in and gone in-person to cancel services. I have written a 2 page letter to Cox canceling the service explaining in detail the history of this account and that it has been canceled. I am now just returning bills with a note indicating that the account has been canceled due to my parents deaths.

Once there is actual competition of services for High Speed Internet I will cancel Cox as my ISP and television services. Deregulation of the Cable industry has been a slam against the consumer.

  • Be
    Beans Oct 06, 2007

    Around November 2006, there was a change in policy where only people listed on the accounts are able to access the account. This was done to increase security of customer's accounts, and prevent unauthorized changes. It seems like this change occurred between the times when you called to disconnect the cable and internet, and when you called to try to cancel the phone. This is why you were not successful when attempting to disconnect the phone. You simply were not authorized. Obviously situations do arise where customer's do pass away, and leave nobody listed as authorized on their accounts, but there are ways around this, ie. Death Certificates. I'm sure this was explained to you when you called in, probably every time, but i can see why you would leave it out of your complaint, because it makes your post seem less valid. :)

    It seems to me, this situation would have been resolved much sooner had you just brought in a copy of the death certificate when this was suggested to you. I'm not really sure why you would not have done that, as it would be much easier than calling in over and over, and writing letters to the corporate office.

    I personally feel more secure knowing that a person cannot randomly call my phone company, tell them I'm dead with no proof, and have my account shut down. Don't you?

    2 Votes
  • Gl
    Gloria Jul 26, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Agree with the last poster, all it takes is a simple copy of a death certificate & the account can be closed. That's it. You were informed of it, but chose to ignore it. How can Cox know that your parents are deceased if you refuse to bring in records indicating it? Kind of silly, right?

    2 Votes
  • Wa
    Walt Askey Dec 27, 2009

    The above two posters are obviously employee's (and probably supv/mgmt stooges) of cox communications. I have had conversations with other people who have gone through the same difficulties with Cox.
    As a post script when the bill was finally sent to collections and they called I explained the difficulty and situation with Cox and they said they have had this problem before and cleared the debt and I haven't heard from them since.

    -1 Votes
  • Ki
    killi Nov 30, 2010

    Why don't you just provide them with a copy (photocopy) of the death certificate? You are making this harder than it needs to be.

    2 Votes

messed up home theater setup

We purchased a 46" HD t.v. , had Best Buy set it up for $200 with home theater speakers, dvd player and they set everything up on one remote. The one that Cox provides. Everything worked off that remote. However, the signal from Cox disappeared and we were without television until their tech came out two days later. He installed new connections on the back of the HD/DVR box and added something to our cable box outside. The wires he said were very old. He left, we have no home theater or DVD capability anymore. Whatever he did also undid what Best Buy set up. Called Cox and was told we would have to wait five days until a tech could come to the house to fix what they broke. Called and spoke to many tech reps at Cox and all they could say was they could not get anyone out any sooner. We have been a Cox customer for 20+ years, have t.v., five computers and phone through Cox. We are without the $200 service that Best Buy set up for us and they would charge us for trying to right Cox's inability to service their HD/DVR boxes correctly. I was also told by a Cox tech rep that I could contact the DVD manufacturer. There is nothing wrong with the products it is Cox inexperienced techs they send out. They absolutely refused to help in any way except to say "the soonest is five days until a rep can assist you". So we are now without our $3,000 home theater set up because of their mistakes.

They are in total denial that they could do anything wrong. Try to find a way to contact their corporate offices to lodge a formal complaint - absolutely no info on any type of contact point except the local offices which are the one's who could care less.

illegal billing

We have Cox internet and cable, but Qwest telephone, so on Nov 11, 2006 I switched from Qwest to Cox..telephone service.. well, after they made the switch, we had no telephone service for the first 5 days, finally they sent a technician to fix it, 3 days after we called. Then the phone worked, but the fax line rang several times a day and noone was on the line, so I called again and again, so they sent a different technician twice in 2 days, and it still rang, so we gave up. Now I get my monthly bill, and they added $27 to our bill for "repair"..trying to fix what they installed improperly..so I called them today and they said they would put in that I dispute the charge and let me know the result on Dec. 27th...Is this robbery or what??

no customer skills!

Hooked up digital service and left us with no sound. We payed for Circit City to hook up our up our sound when the TV was delivered and Cox unhooked it and has yet to send a tech that has a clue. This took place Tues November 28th. They scheduled a tech November 30th to fix sound but no one came. They also charged us for a High Speed Internet modem that they forgot to bring and I went to a retail store to pick up and self installed. They have no customer skills and I want what I payed for, Sound!

  • Kk
    K Kraemer Dec 19, 2006
    This comment was posted by
    a verified customer
    Verified customer

    COX COMMUNICATIONS, PHOENIX AZ

    I have been through a three month customer service nightmare !

    August 2006, added high speed internet to my existing service of phone and digital cable. Purchased modem from Cox. Went home and tried to install the product only to find that the original install done by COX three years ago was done incorrectly. Instead of putting an outlet in each room as requested, they put a splitter with co-axe and pulled it into two rooms. When I tried to connect the high speed internet, there was not enough signal to run both the TV and Internet. I called to set up a service call for an single outlet in each room. Two week later a "genius" technician showed up and said " It's a splitter problem, I can't fix this" and left ! I called back and rescheduled another appointment with COX for a outlet installation. The earliest appointment was three week later. In the mean time, I got my monthly bill which included a charge for a service call for $45.00 ! I called back....I was told "We can't take the charge off until the work is rescheduled and completed". I waited for the next technician to show up....(more time off work). This time the technician started running co-axe all over the outside of my house, only to get half way around and state "This bush is too big, and it has thorns. You must remove it before I can complete the work". Fine, I called back and said "I have no internet service, I should not be charged AND as soon as I can get someone to trim the hedge I will call to reschedule for the third time a service appointment". Two weeks later a technician was rescheduled for Sunday "between 1:00 and 3:00". Additionally I was now having issues with my digital TV service, so I called again and asked if they could send someone at the same time as the outlet installer already planned. The answer was "No, it has to be someone else". So that Sunday, I waited for the outlet installer to show up "between 1:00 and 3:00" and the TV person to show up "between 3:00 and 6:00". At 3:00 pm no one had shown up, so I called AGAIN. I was told "He was there and no one was home, he tagged the door and called to leave a message" I WAS HOME AND THE PHONE ON THE ENTIRE DAY. I told them to check the phone records...no one called. I was also informed that because this guy didn't show up...they cancelled the TV call ! THIS MAKES DAY THREE WASTED WITH NO SERVICE. After I calmed down I called back to speak to a manager and was told someone would call me back..no one did. Then I come home from work a couple of days later...my service had been turned off !!!!!! I called again, I was told I was $152.00 past due and service would remain off until I paid (for service I was NOT getting). I called back the next day and asked to speak to a manager....I was connected to the incredibly RUDE Marisa. I was told there never was a service call set up for the prior Sunday "We never set up calls for Sunday", and because I "took so long to reschedule the service call after the "bush to big" guy, they were not going to discount my bill ! So now I'm being told I am a liar and need to pay for service not received !!!!!

    I CANCELLED ALL SERVICE WITH COX COMMUNICATIONS AND WILL GO TO THE ENDS OF THE EARTH TO MAKE SURE EVERYONE KNOWS WHAT KIND OF CRIMINALS THEY ARE.

    0 Votes
  • Bo
    Bobby Schaefer May 03, 2007
    This comment was posted by
    a verified customer
    Verified customer

    I couldn't agree more!

    If you want to complain for changes send your complaints in writing to: Kevin Sonoda, c/o City of Scottsdale, 3939 N. Drinkwater Blvd., Scottsdale, AZ 85252 Phone (480) 312-4138

    A letter provides a paper trail so send it certified return receipt. Make sure it is dated and ask for all problems to be settled with in the time frame required by law.

    Make sure all communications are in writing as this gives you the legal leg to stand on.

    0 Votes
  • Mr
    mrs macias Jan 07, 2008
    This comment was posted by
    a verified customer
    Verified customer

    My bill is due the 4th of every month ---- they upgraded me without asking to a higher internet speed ---- upon calling and getting this corrected the associate said i was past my "due date" and would need $40.11 to bring account current to correct the upgraded mistake, which i did on the 14th---- on the 22nd of the month a new bill cycled stating i had not paid $28.53 that was "due" on the 4th ----- upon receiving notice on 5th of the next month that my service was to incur a disconnection fee if $28.53 was not paid in 2 days, i called customer service and got someone who wanted to only explain that it was my fault for not paying the $28.53 prior to 12/22/2007 and naturally i asked to speak with a supervisor ----- i asked the supervisor to specifically explain what the $40.11 paid on 12/14/2007 had been applied to since it was not the $28.53 past due amount and the supervisor said he didn't know since he wasn't the person who had taken the payment (since when do supervisors not assume responsibility for the mistakes of the people under them?) ---- at that point i asked for his manager and he then informed me his only manager had left for the day due to a medical emergency and that she would call me back the next day to resolve the issue ----- this phone call from the manager has yet to come ----- are we to not have cable or internet service, in an effort to protect ourselves from the scams these companies are running??? Is there no type of legal group out there to exploit and right the wrongs cox communications is bestowing on their customers??? Rant over, but hopefully others will speak out against this type of unnacceptable behavior and not just let it slide, so that differences can be made.

    0 Votes
  • Wh
    whine to go w/ my cheese Dec 08, 2010

    About a month ago, my husband's work email started getting thrown in the Spam folder without my knowledge because we use Outlook to open Cox email instead of logging into the web based. I chatted w/ someone who was able to fix it & for about a month or more we were ok. It started happening again & I called but got someone who didn't have skill set to answer or help. She just said, "I can't tell you why its happening & I can't help you". Since I was able to log into the web based email & pull it out of spam filter + check the option "this is not spam" every single time, the support tech thought it was ok. What a pain in my drain. I called the next day & got someone who gave a better explanation: my husband's signature had hyper links to his company's site, facebook, twitter & a facebook "like" button. He removed everything but the company logo so its still happening. I put his address on safe sender's list, not helping.

    0 Votes

took money out of my account

Never pay your bill online through Cox, never. I paid my bill online $124.81 whatever the amount and Cox took out $240.19! Now I could see it if there was one number off, but every number. I believe that they purposely removed that money out of my account. They said that I would be reimbursed within 48 or 72 hours. No reimbursement and now they say that I need to do it from my bank. Which, I will not do because I refuse to put anymore energy into it! I will post this so that perhaps, it doesn’t happen to you…

  • Mm
    MMMMMMMMMMMMMMMMMMM Feb 22, 2010

    sounds about normal operation for Cox.

    they are the worst by far. do not use them unless you have no other option. and if it is the onnly option, then you should move

    0 Votes

service and billing fraud

The following complaint regards possible fraudulent billing, harassment and threats, and refusal to make...