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Comedy of Errors
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PHOENIX, ARIZONA -- Do you know what Hell is? Well, I will tell you my hell...my “Hell” is dealing with Cox Communication. I have experienced the most ineffectual and poor customer service since I attempted the small feat of moving my Cox service across the hall to my new apartment in July. .I spoke to a representative in July who asked if I wanted to add Cox Homelife to my account since it was a great product and that they were offering if for FREE. The adage that you get what you pay for should have been high in my memory bank. She told me that I could cancel the service within 30 days if it was not as I expected; I verified with her that canceling the service would not affect my Bundle price Anyways, I get the service and true to form, it is horrible. It has been installed poorly so it chirps every fifteen minutes which is very frustrating. I called back within the allotted thirty days to cancel the service and verified again that my Bundle deal would not be affected negatively because I canceled the Homelife service. Imagine my surprise when I got a bill stating that my service would increase by about….ummmm, 200.00 per month...because I lost the Bundle discount.

I called and spoke to Bosha on September 4th about the increase. And, she said that it was because I lost the Bundle discount which I explained that I was told that it would not be taken but that's neither here nor there, how do I fix it? Bosh said that she would set up an appointment for the 11th to have Homelife reinstalled and to fix the issue. I called back on the 11th when no one came and spoke to a supervisor/manager, Deborah, who explained that Bosha never completed the request so that meant that my husband wasted a half day off since we had to reschedule the appointment for the next week. I then received a bill for 300.00 to install Homelife which I refused to pay because I only got the service because the install fee had been waived. I called again to rectify this and was transferred to the requisite ...deep sarcasm...four associates, one including Tonya who transferred me to another associate, when I asked to speak to a supervisor. I received ANOTHER email with the incorrect installation date so I called and had the date changed to Tuesday, the 24th, from 5 pm until 7pm. I received an email and a phone call today verifying today's erroneous install date. I called and spoke to Andrea, a supervisor, who informed me that they can not install from 5-7 because they would not have complete time to install. This is the epitome of a Comedy of Errors. Cox is hell. I would leave but they have a monopoly in my building. Sooooo, basically, I am going through Hell to have them install a service that is horrible and that I never wanted. Oh, yeah, I just got a late notice for my bill that was supposed to be postponed until they fix this phenomenal mess. Yeah, Cox.

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I was lied to by cox rep, when I signed up.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SAN DIEGO, CALIFORNIA -- In long: I recently got Cox bundle that included TV, internet and homelife security. I initially called to get a bundle service that included TV, internet and a home phone but representative I spoke to sold me on homelife security instead of a home phone, saying it was going to be the same price and the same deal. It was supposed to be $90 but ended being $120 after all fees. He advertised that the services were under 2 year contract but that I can try them for a first month and disconnect if I don't like it. I was especially hesitant about getting homelife security, not knowing if it would work for us. In addition he promised to waive homelife installation fee that I was not happy with, but that never happened. Unfortunately, I had numerous issues with cox services, homelife security was especially difficult to deal with, beeping at all hours e.t.c. When you switch TV channels, you have to wait 5 seconds each time.
So I called to cancel cox services before one month was up. They cancelled TV and internet no problem and transferred me to a separate department to cancel home security. That's when I was informed that there is no one month trial on home security, only on TV and internet, and that I was going to be charged $800 penalty if I disconnect. I still insisted to disconnect and that's when I was told that it is actually $450 penalty. I cancelled the services and asked to speak to a supervisor and asked her to waive these penalties. I explained all my issues, and there were many more than what I just described here. She was not interested that I was lied to three times, conned, misinformed. She said because I signed a law binding contract then she will not waive penalties no matter what. As for the contract that I signed, cox emailed me three separate docusign documents, first, TV and internet and then homelife security, all very long. I've read the first one and just signed the other two. My mistake for not reading the whole thing and just believing what I was told by cox. I'm still hoping that bbb will be able to resolve this for me and get cox to waive homelife penalty fees.
The installation was a nightmare also, a very spaced out individual sat in our house for 5 hours, smelled horrible, made a mess of our various computer cables, broke our private router, kept repeating the same thing over and over again and gave us the wrong info about the services. He told us that we didn't have a recording feature, that we would have to pay extra for it, for starters, which was not correct. Seems like cox sends some random people off the street on the minimum wage to people's houses...
In short: I was basically lied to three times, which in some places would be considered fraudulent. I was told by the agent that I could disconnect all services within one month without any penalties if not satisfied. When I called to cancelled, I was told I would have to pay $800 in penalties because TV and internet you do get to try but homelife security does not have trial period. When I actually cancelled, the penalty turned out to be $450. So he just tried to scare me with $800... To top if off, when I signed up, I was told there would be $49 installation fee for homelife, I did not like it, did not want homelife, so he told me it would be credited on the first bill. It was not. When I called, I was told that they would never be able to waive installation fee, that if was not possible. What??? They lied to you right and left just to sign you up and take your money. BE AWARE!!!

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Cox Homelife Is a Scam
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NEW ORLEANS, LOUISIANA -- Cox HomeLife security is a scam. We spent over $1,200.00 for 6 cameras 5 months ago and they still don't work. They are unable to fix the cameras and have refused to refund our money. Check out the professional installation they did. Now my wife and I are with no cameras and out $1,300.00. They got us good!!!

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Degraded Internet Service After 25 Years
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PHOENIX, ARIZONA -- My wife and I decided to trim our budget because of cutbacks at our jobs. We both work for the City of Phoenix who are downsizing and doing extreme budget cuts. We decided to return our four Cox converter TV boxes and reduce the TV service to basic.

During the process a young lady by the name of Brittany mentioned that she was looking at our account to try to trim some more charges off the bill. She was doing this to try to pacify my wife and I because she mentioned our internet service.

I interrupted her and told her that there was nothing wrong with my internet service and to just leave it alone. I had five computers, a tablet and two smartphones networked and operating perfect. I also use internet streaming of music and movies. My two daughters' computers are used extensively for homework and the homework website uses animation and video clips to teach.

Brittany continued to sow her seed of wickedness by mentioning that my modem was not up to speed. I told her that it is working just fine and if need be I can replace it and that I was experienced in computer networking. I perceived that Brittany mentioned my internet because she could tell that I stream movies from the internet. Brittany was not happy with me and it was noticeable by her attitude. My internet speed was well over 100kbps before I turned in the Cox TV boxes. After using Cox Speed test Xfinity Speed Test and Speedtest.net, all three tests showed an upload of 7kbps and a download of 5kbps.

This evil person Brittany assumed that I turned in the TV boxes and reduced my service to use other sources. Even if this was so, it's my choice how I use my internet that I pay Cox $64.00 Per month for. I have paid one month for the lowest streaming and bandwidth offered by Cox at the tune of $64.00 per month. I will continue to monitor my connection speed and document it for another month. Afterwards, l will take my research to legal representation and have them document this wickedness with me.

I know Cox next move will be that it's my network, computers, my modem or router is the problem. I've been with Cox for over 25 years and I have not had one hiccup or stumble in service until I turned in the TV boxes and reduced my service with them. I am not obligated to keep Cox pockets happy while my family suffers. If Cox can't stand the heat of Technology, then get out of the arena of technology. Cox - your enemy in the digital age.

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Great Product...When It Works...Which Is Rarely. Horrible "Customer Service"
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NEW ORLEANS, LOUISIANA -- I've been a Cox customer foolishly for about 7 years now. When I was living in an apartment I rarely had problems but when I bought my house 4 years ago and transferred my service there, I've had nothing but problems. Customer service is virtually non-existent and tech support is shockingly inept. Last year I went without internet for over a month because their system showed an "outage in the area." Every time I would call I hear a recording that there was an outage with an updated time for it to be fixed.

After about a week of this I started asking to be transferred to a customer service agent who would just tell me that there was an outage and there was nothing I could do. I had checked with my neighbors on my street who also had Cox and they weren't experiencing an outage (but they also ALL had customer service horror stories to share). To make a long story short it was well over a month before they finally sent a tech out to discover that there was a problem with the outside line to my house (their equipment and infrastructure) that was kicking back into their system and showing an "outage." Barely an apology, basically "Well, sir, our hands are tied by our system."

Fast forward a year (full of more frustrations, long hold times, nickel and dime charges for repairs to their own equipment. I even had a break in and the cameras I paid so much for weren't working and didn't record the crime. So, yeah, that was money well spent.) and it seems history is repeating itself. I'm currently exploring my other options. The problem is I got roped into the "bundle" so it means replacing internet, home security, phone, and cable. However for the nearly $500/month I was paying, it seems like I can do that a la carte with much better rated companies for much less. Don't do what I did. AVOID COX AT ALL COST.

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The Worst Ever
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ARIZONA -- Benson, AZ. We moved 5 miles away from our old address. Called beforehand and updated our new address and received a work order number and a phone number to complete a self install due to the fact we only have internet with Cox. Too easy right? Wrong...

I tried to log on to pay our Cox bill today, but I can't, because for some reason we no longer have an account. There's actually three I was told by one agent for we have no Internet access due to human error. Yet not one tech or supervisor can fix this issue. I was also contacted by a supervisor via phone call and was told there was a discrepancy with our account on Monday. They had the address completely wrong and disconnected someone else's service because of the issue with our account. WTF???

However she informed me that everything would be taken care of and we would have service. Which today is not the case at all, it has been phone call after phone call talking to representatives, supervisors, and technicians. Someone really needs to listen to all the RECORDED phone calls that have been made between myself and Cox and vice versa.

This has been the worst experience ever and is still ongoing. I attempted one last time to speak with a supervisor and the agent transferred me to another agent when I asked specifically for the highest ranking official he could find. I will be leaving a bad review on every site I can so no one ever has to go through what we have gone through.

On a good note the internet service from Cox is standard service and works just fine when you have it. It's the customer service that makes this a shitty company. And it is quite unfortunate for my family that they are the only company available for service in our area.

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Fantastic and Friendly Customer Service!
StarStarStarStarStarBy -
Rating: 5/51

PEORIA, ARIZONA -- We have had Cox as our main internet and television provider for about 3 years - ever since we moved to the Phoenix area. Recently, we downgraded our internet service because we didn't need the incredibly high speed internet we had first ordered when I was working for a company from home and had to have a certain speed dictated by them. The process to downgrade was great and the technician I spoke with was very clear about the costs and what we would get. He was knowledgeable and helpful. Then, a few days ago (after having had nothing but basic local channels all that time) we got something in the mail inviting us to try DirectTV. We looked into the costs DirecTV and called Cox and found that we would not save anything except installation fees if we went with DirecTV. So, we decided that for the savings in hassle and to not have to put an eyesore of a dish on the house we would just go with Cox. We even were told by the sales person that hooked us up with new boxes and turned on our additional TV channels that we could save $30 off the installation fee we were originally quoted by having the boxes shipped and installing them ourselves, so that is what we did.

Now we had to get the service activated on the new boxes. We got one set up on Saturday when the boxes arrived (they arrived two days earlier than estimated arrival - YAY!) But, we weren't able to activate the other until Sunday. The lady that I called and spoke to in the Atlanta, GA location on Sunday was DELIGHTFUL! I wish all technical service people took lessons from her in personality and proper service! Even better than the technician I spoke with on Saturday (who was pleasant and helpful, too) she didn't just try to guess which box we were activating, but had me give her the serial number so she could make sure to activate the right one. And while we were waiting for the activation and for the software to do its thing, she initiated pleasant, fun and caring conversation for the 10 minutes or so that we had to be on the phone. She was sweet, kind and knew her job. Way to go Cox! We're super happy customers!

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Greedy company
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

PEORIA, ARIZONA -- 12-30-2015. I have been with Cox Communications for many years for my cable, computer and telephone needs. Over the years, the price has steadily climbed higher and higher, but in return they provide nothing. I've been paying $136 a month for quite a while. A bit high for the services I'm getting but they said they were extending me a Customer Loyalty price. Really?

So, today I open my Cox bill and it tells me $151 is due, a $15 increase. I called Cox and was transferred to the Customer Loyalty department per my request. Keith, the person I spoke with was actually a pretty nice guy. He told me I was losing my customer loyalty discount and in addition, Cox was raising their rates another $7 a month starting January 7, 2016. Keith told me my bill would be going from $136 a month to about $169 a month. A $33 a month hike, without receiving any extra benefits. Outrageous! Who does rate hikes like that to such an extreme?

I tried negotiating for a better price, but unfortunately, it seemed to be falling on deaf ears. It appears Cox is not so much into customer service or loyalty anymore, but into making the almighty dollar. I am very disappointed in Cox Communications conducting business like this. What a shame. I thought they were better than that.

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Pompousness Provided at Its Best
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ATLANTA, GEORGIA -- This company is overall HORRIBLE! I recommend never starting service with them, because if you have to leave the area you're serviced by Cox, they WILL put you in COLLECTIONS!!! At least, that is what happened to me. I had to move in a hurry and didn't have time to drop off my internet box to a Cox location in Florida.

I moved to a state where there is THANKFULLY no Cox. They had to mail me a prepaid shipping label. In the process of sending my shipping label, they closed my account and sent it to a third party collector!! I returned the equipment, which they have since received and show as the case. These cooks OWE ME MONEY, and they have sent me to collections! What a joke. S.T.E.E.R. C.L.E.A.R.

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Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

OKLAHOMA -- On Feb. 20, 2015 I phoned Cox Communications to make arrangements to have our cable vision and internet service terminated. I spoke with Cox representatives in customer service, billing and tech support and each representative from the respective department confirmed that our account was paid up until March 9 of this year, so I requested that our service be stopped on March 8 as I did not want an outstanding balance due to the fact that my wife has cancer and medical bills are continually increasing.

On March 12, we received a bill in the mail from Cox saying we owed a balance of $86.57. I phoned Cox billing and explained that we had made arrangements to have our service cancelled a day before the date we had been told we were paid up to. The person I was speaking to (**) continually interrupted me when I was trying to explain what we had been told and when I asked if I could speak with a supervisor I was told I could not as none were available. So, I asked if a supervisor could call me back when one was available. I was then told that supervisors do not call customers.

We have been Cox customers for many years but when our services decreased and our charges increased, Cox Communications simply priced themselves out of our house. I have read and heard from numerous sources that in 10 years time, cable TV will be a thing of the past but with the kind of customer service displayed by Cox Communications I wouldn't be surprised to see it happen even sooner.

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Cox Communications Inc Rating:
Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 37 ratings and
89 reviews & complaints.
Contact Information:
Cox Communications Inc
1400 Lake Hearn Dr. NE
Atlanta, GA 30319
404-843-5000 (ph)
404-843-5975 (fax)
www.cox.com
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