Cox Communications
reviews and complaints

I called this (COX) company on Friday January 20th 2023 to find out why my bills were so high and to find out why I was not credited for a 3 week no service. I was transferred to the supervisor, who told me that he could credit the account $81 for the lack of service, he also told me my bill was at $174.00 because of inflation and two of my services went up in price. He transferred me to the loyalty department. The male agent went through my account with me and told me some discounts that would expire in April (I didn't even know I had those services because I do not watch those channels) he told me that my internet box is first gen and the company was at 3rd gen and I should get the new upgrade because it is free. He then transferred me to the department for the upgrade without finishing to find a loyalty for me or telling me he was going to transfer me. The agent in this dept added the box to be shipped out at my consent, she also said it was free except for $1 which gives me the benefit of getting any device in my home repaired by Cox.

I asked to be transferred back to the loyalty dept to understand why this man transferred the call in the middle of the conversation. I spoke with Ede (not the same person that I spoke with previously). Ede told me I was getting a discount of $30.00 on my bill. I later received a text that my bill have increased to $204.00. I asked where this $30 came from, he said it's the ACP. I told him that was not a COX discount that was Federal gov program money. What Cox is doing is increasing customers' bills by $30 then add the Federal gov discount to bring the customer's bill down to the previous amount. Please let me know how to report this to the FTC because this is bait and switch and criminal. Basically, they are taking the federal government money under false pretense of passing it on to the consumer.

I cancelled my internet service on November 17 2022. I moved out of state and no longer needed service. I received my final bill on November 20th and had a credit of $13.50 so no additional payment was due. I never received the refund for my over payment. And two days ago I received a new bill for service for January through February 2023 which states you received a $30 credit from the ACP program on December 31, 2022 and I owed you $16.50 for service for January through February? I haven't had service with you since November 17th and now you are trying to charge me for service which was cancelled 2 months ago. I have chatted and spoke with customer service and now I just received an email stating that I no longer have a credit due to them using it for the recent charges for service for this January bill? What the heck are you trying to pull. This is fraud.. you are trying to get money from me when this account has been closed for months and you are still collecting money from the government ACP program for service that is no longer in use. I want my credit of $13.50 and if I don't hear from someone by tomorrow in regards to this matter. I will be contacting the government ACP program and let them know that you are fraudulently taking money from this program when you shouldn't be! Bonnie Riley bonnie.[protected]@gmail.com [protected]

I have been a customer for years... 17 years at 1702 Heatherbrae dr Phoenix, then I move to 5509 n 64th ave and had service here for 9 years, and then I moved to 2121 w Union hills dr and had service here for 3 weeks. The unprofessional puke that came over to install the service, pulled a long cable from one bedroom all the way to the other bedroom, where my office is, living this extension cable right in the middle of the floor, which causes me to fall on the floor twice hurting my back. I called to complain, and you people sent 3 more ignorant pukes, that could not fix the problem. Then I called Century Link, and they install a new service, and is been wonderful. So I kept the landline with Cox, which is not allowing me to receive calls, I can only make out calls. So today, 1/11/23, I called to cancel the landline service, and some [censored], treated me like I was unimportant and made fun of my foreign accent. This is unprofessional and unacceptable. And I asked him where to bring the cox equipment, he hung up on me... Basically, I have not had any service from this Cox company since I moved to my new place, and you still want to charge me for the services you did not provide for the past 3 weeks... Somebody better call me, so as to avoid a lawsuit...

I called cox cable customer service and billing department to help get my account balance to be correct.

My account is paid in full and on time.

I have Bank statements and confirmation numbers to prove this.

A phone call that shoud have taken 10 minutes took 5 hours.

I repeat... 5 HOURS!

I was tranferred to many different departments including tech dept. and a sales rep who said that she couldn't help me an then hung up on me in mid sentence.

In fact, I was hung up on 4 times in that 5 hour period.

The impression that I got is that your people just didn't feel like dealing with the issue and found it easier to just hang up on me instead of helping me.

Each time, I would have to call back and be on hold for 20 minutes before I could speak to someone again.

One customer service rep told me that he couldn't help me and that I should just pay it again. "Sorry I can't help you. You're just gonna have to pay double this time." Inexcusable!

I want to reiterate. My account is paid in full and on time and I have bank statements and confirmation numbers to prove this.

A phone call that should have taken 10 minutes instead took 5 HOURS.

At the end of the 5 HOURS I was told that everything with my billing is being resolved. The next day I received (via text and email) 4 different bills from cox.

Each one was a different dollar amount and had a different due date.

A few hours later my internet service went out so I had to call cox again.

The customer service rep told me that they still have it on record that my bill is high and past due and so cox was probably interupting my service.

after I explained the situation to her my service was restored 1 hour later.

Unprofessional, Untrained, Inept, Rude. Horrendous!

Ok I have been signed up with Cox for only 4 days and I haven't been a me to use my internet at all and when they tried to set me up with a tech after I told them I couldn't pay cuz I'm threw the Acp well when I told them that I couldn't afford it at first I was told that the fee would be waived and also I was informed of a day and time for them to come out on and I aggred to it well then how about when I set the the pin on my account how about the agent at the time told me when I said the pin I wanted he told me is there another one I could use so I gave another one and now there pun set on my account that I have no idea what it is and they won't tell me well then when the appointment for the tech to come out and even had other people hear what they told me they confirmed my appointment for Monday the 2nd of January between 5-7pm well then when the tech department called my phone to confirm my appointment how about they changed the appointment to to the following day on the third between 8-10in the morning and I won't be home and also with the one agent and my pin I feel like he put a random pin to have access to my account anytime he wants and I ahr the home Internet

On 03/09/2019 I moved to another residence. Prior to moving I inquired with a Cox Cable rep regarding potential services but did not order the equipment or approve services as I was moving. Unbeknownst to me equipment was delivered and services rendered fraudulently under my name. I discovered this upon reviewing my credit report. I immediately reported this to Cox Cable and a service rep provided me with an account number that was fraudulently created under my name: [protected]. To-date this account has not been corrected with charges reversed to a zero balance nor has my credit report been updated accordingly.

In late November 2022, I received a collections notice (re: Cox Communications) for an amount less than $20 from March 2021 (which I called Cox regarding on Dec 8, 2022). Prior to moving from AZ, I physically went into the Cox office to have a conversation to ensure that my account balance was paid in full and all equipment was returned when the property was sold (Jan 2021) as I was no longer at that address. I wanted to ensure that all ties to Cox Communication could finally be severed.

When I called Dec 8, 2022 to dispute the latest attempt to charge me additional fees, the system asked me to confirm the address (an address that was not even close to my address). The billing department told me I had a substantial amount due from 2016. I stated that there was no way they would have reinstated an account with me with a previous balance not paid (there was a disconnection of service; then later restarted). I then stated that I was going to contact the FCC, to which the billing person asked who that was. I informed her it was the governing body that they would answer to.

Anyone who has ever been on the consumer side of Cox Communications can relate. You can expect to be on hold for up to 45 minutes, and then be disconnected. You can expect to have poor service, with or without the service agreements, and then have can an unqualified technician arrive (an appointment set far in advance that you then have to reschedule). You can expect to have bills show up MONTHS later, which then you have to go back and dispute. I have screenshots of the amount of time I have spent on hold, only to be transferred for additional hold time, or worse, disconnected. I would recommend any other service than Cox. With a start up company you can expect some glitches. For an established company such as Cox, one would expect better service, not worse.

08/30/2022

I had service with Cox for 12 months. I decided to move back to Kentucky on August 30, 2022 my equipment was turned in to there 91st and Mcdowell office in Avondale AZ. The first issue is they informed me 2 cable boxes were returned but no modem. I'm not sure what there process is with returned equipment but I know for a fact 2 cable boxes and a modem were turned into the office above at same time and same date. I was informed I would have to pay 200.00 for no record of it being returned. I was harassed by the company of course for the money. I finally paid for it not because I owed it but because I didn't want it to go against my credit or keep me from having service at my new home in Kentucky. Now here's where it gets ugly and very non professional for this company. I think about 4 or 5 days after I paid the 200.00 I received an email on October 9th 2022 thanking me for returning the modem. The currant date is November 30, 2022 I am still having trouble and have not been able to receive my 200.00 refund for a modem that was never missing. The process is to receive an email that comes from JP Morgan which takes 72 hrs to process the request. I received the form started filling it out and the address line will not except my address. I call and tell them this form is an issue. They now have to open a ticket for the problem. I wait a few days the payment has been cancelled because of the form. Nobody calls me, I have to call them to question what now. They tell me wait another 72 hrs for a new form. I was also told the form issue may be because I'm doing it on a phone it could be a browser issue. Now its November 30, 2022 I'm trying to fill out the form on my home computer. The form error hasn't changed I still can't enter my address on the address line. What now wait another 72 hrs to complete a form that won't except my address on their forms address line. This is a completely unacceptable process and I don't understand what the problem is with sending me a check in the mail other than they just want to drag the process out till I just give up trying!

For several months one of my TV's has had a problem with the same 4 channels being digitized, going blank, or just not coming in. I would log on, and reset that box. Sometimes it would fix it for a day or two. Then I would do the live chat with Cox personnel, and they would reset it. I asked if I could get a new box to see if that fixed it as it is an old box. Everyone always wanted to just reset it.

On 11/19 I asked again if I could get a new box, I was told one would be sent out to me on that Monday 11/21. On 11/24 I got back on chat to check status. I was told no order was showing for me. I asked again to get one sent back, and went back and forth about how they like me to exchange it at my "local" Cox facility. Where I live my "local" facility is an hour away. She still persisted, but finally said one would be sent. On 11/28 after not seeing any tracking; only an order number I was told again that it is best to exchange these at my local store. I informed her that last year I got a new modem sent to me by the mail and returned the old one, so why couldn't a long time customer get a new box sent the same way. After probably 45-60 mins yet again I gave up.

I am very frustrated. I have kept Cox because I like the channels and the ease of communication and ease to do easy fixes when there is a problem. But in this age where dishes and streaming is becoming the norm I would think a company would do the smallest things to keep their cusotmers other than raising the rates

I've been trying to get my TV service fixed for weeks. You sent out a tech who was impolite and incompetent. The service still stinks. I spent hours on the phone yesterday trying to get help, and your employee "Cliff" actually hung up on me!

I tried again this morning, and your employee Daniel put me on hold, then disconnected me!

This is disgraceful customer service, and useless tech support. Don't you have any professionals over there any more?

Should I contact FCC? That seems to be the only way anyone gets any response out of Cox.

On September 24, 2022, I went to the local Cox store in Warner Robins to see about replacing a cable modem that was no longer working. They agreed it was well past time for a new one and the sales rep told me he had two deals for me - one that dropped my $83/month bill by $20 or a deal which increased my $83/month by $6 and I got five times faster speed than what currently had, plus I got a free camera to use with the app for security and they were waiving the $60 fee if I went with the upgrade plan. I made the mistake of choosing the more expensive plan. I was seriously misled about the speed and the price. My $83/month bill doubled to $161.54. Part of that is the $60 one time charge that was supposedly waived. I am also being charged and extra $15 for the homelife camera that I never installed and do not need since I already have a security system set up (Amazon’s blink) with 6 cameras. I don’t need this extra $15 month one. I want to return the camera and want both the $60 fee removed from my bill and be remove from the $15 homelife plan I would like to go to the cheaper plan

- I went to replace a router. Not get conned into doubling my bill which I cannot afford to spend that much and cannot continue paying that much a month. Thank you for your assistance in helping me resolve this problem as soon as possible. Thank you, Kyle Lord Account # 001 0110 [protected]. I can be reached at Kyle.a.[protected]@gmail.com or at [protected]. Again, thank you for you help.

I spent 1-hour plus in a Cox chat session on 10/2/2022, simply trying to find the Green Bay Packer/New England Patriot Football Game, which was 10/2/2022 at 3:20 PM.

The agent wanted to upsell me to both NFL Red Zone (which is highlights only, not games) and Cox's Sports and Info. Pak. I also called Cox Residential Service Customer Support on 10/2/2022. They said I "should have" gotten the game on CBS (but instead a Denver Bronco game was on).

I was extremely disappointed in your representatives inability to give me answers, and especially in Cox's inability to provide the game. I pay good money for what I believe to be a premium service in Cox Cable. I ALWAYS got the Packer games in the past!

Rick Dost

I've contacted Cox Internet, ACP agents, Assist wireless and Lifeline agents concerning why Acp was removed from my account. I've called Cox at least 12 times with same issue, they have transferred me to incorrect offices, gave incorrect info and referred back to Acp support line(again). Acp confirmed my application is approved & correct on their side referred me back to Cox(again). I spoke with supervisor Barbara at Cox 9/26/22 @ 1:20pm, she giggled, was ignorant, unprofessional no help, then she hung up on me while faking a transfer to billing, the office were she said she's a supervisor. Unprofessional, improperly trained agents including Barbara the supervisor.

I call almost weekly due to buffering slow speed or wifi not working. I'm frustrated & extremely disappointed I don't know what to do next.

I'm only a customer/consumer with Cox which doesn't seem to matter.

I moved to Mesa,AZ about 4 months ago and have since been down no less than 20 with internet service. The techs that are used on the apps ask the same 5 questions which result in the outcome being manually reset your modem and when that doesn't work we'll send a tech in the next 2 days or now magically there is an outage for everyone in your area. The service is a joke and they are not improving.

Spectrum has put a $[protected]) late bill on my credit report. It happened about 6 months ago. The bill of $499 is for Spectrum cable company that Cox Communications owns. I have lived in Auburndale, Massachusetts (02466) for the last 15 years. The address that the Spectrum bill is for a Squirrel St., in Las Vegas, NV. I have never lived at said address. I tried to resolve this issue with the Collections Agency (SEQUIUM ASSET SOLUTIONS - 1130 Northchase Pkwy, Ste 150, Marietta, GA 30067) with no avail. The first person that I spoke with at Sequim Asset Solutions was a Shantel Jackson and she is the one that gave me the address in Las Vegas, NV. This is my Account Number:449393XX with Sequium Asset Solutions. I have tried to talked with someone from Spectrum but anyone that I talk to at Spectrum sends to one person who then sends me to another person who then sends me to another person and then I am told to contact the Collections Agency. Which I have on numerous occassions but all they want is the $499. They do not care were I live or how long I have lived there. So much for customer service. I am hoping that the BBB can somehow get in touch with either someone from Spectrum who I can talk to so that I can show them a bill or something that I have lived at my present address during the time of the Spectrum cable bill. Or if you can talk to someone in the Collections Agency to see if I can show them that I never lived in Las Vegas, NV. during the time of the cable bill. I do not know what else to do? I am looking to get that collection off of the 3 credit bureaus.

On Tuesday, August 9, 2022 Cox Communication changed my phone and internet service plan without my permission. I never requested or authorized any changes to my Cox plan. I never talked with a Cox salesperson about changes nor was anything ever explained to me by anyone at Cox why they changed my plan. However, after Cox switched me without my consent, I pleaded with several representatives of Cox to be put back on my original plan, which they flat out refused to do, even though they could have. Now, as a senior citizen I have to pay $300.00 more a year for internet and phone service. And your service of late has been terrible. My internet goes out every day.

I realize that for now Cox has a monopoly on internet service in my area. However, slowly but surely, other companies like T-Mobile and AT & T will be coming around with internet service of their own. Everyone has to be patient.

Finally, it's truly disgraceful that Cox bullied me into a plan to which I never consented. Moreover, it's outright shameful that Cox treats their customers like me, a long-time patron, like [censored].

Sincerely,

Dan Batchik

Someone used my social and my first name and a different last name to open a Cox account. Now this account is on my credit report and my score has went down 50 points because of Cox's error. I currently have them as my internet provider so if they would have done a credit checked it should have been a red flag. One because I already have an open account with them and two because if they searched my social they would see the last name the person is using does not match.

i live with daughter Cheryl Caraway Lozier at 73 Rosedown dr desterhan la On june 22nd she called cox to install three bed an one living room the men brought just three boxes. Right now i m spending time with my sick son but i went home last week for the day. i went an checked my room NOW we have two boys there never go in my room. nor my daughter as she is sick on a walker and oxygen my room was a mess they not only disconnected my t v they also disconnected my lift bed why would they do that they move it two feet also.My daughter or myself can not move bed back and connect it again yesterday they came back with the forth box and my daughter showed them what the did my room and they said oh we do not move furniture well no one did it but them im ninty years old and you need to send they back to restore there mess.reach me at 504 485.3842 thank you

I just got off the phone with Cox cable technical support and the individual on the other end was so condescending it really angry to me. I just had a simple problem and should have been corrected in a few minutes having to do with my Internet service. My Internet service is going down about 2 to 3 times every hour for about 30 seconds, working from home it’s getting frustrating. This problem‘s been going on for about three weeks now and I’ve called multiple times but each time Cox cable tells me they are working on my service and that’s why they have a momentary interruption of service. I can understand maybe one or two days but three weeks I believe it’s just the technician unable to fix the problem and/or doesn’t have the knowledge to do so. This phone calls was a little different as the technician on the other end seem not to have the knowledge to do his own job and as I tried to explain the problem to him it just made him get condescending towards myself. In frustration I’ve finally asked him if he could pass me off to a supervisor so I could complain and maybe a supervisor could fix the problem. The technician from Cox cable refused to do so and then literally got rude to me on the phone as he started shouting at me. I’m gonna talk to a supervisor from Cox cable this afternoon but I think I’m gonna to have to go ahead and cancel Cox cable for good as there are other Internet services in Arizona.

Ordered to view Season 2 of "24" advertised as $2.99. Billed as per episode.

So 24 X 2.99. Fraudulent advertising. All other Seasons were free.

Billed $68 plus tax.

I tried to resolve this with my cable provider and they said they had no control of what Hulu or Pay Per View charges. If you look at the ad for SEASON 2 IT states $2.99 for the season not per episode. There is no choice. You can't choose just one episode You have to subscribe to the whole thing. Therefore, I assumed the SEASON 2 was the complete charge of $2.99. I could have purchased a whole year's subscription for less $$$$