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Cox Communications Inc Internet

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Tired of Poor Customer Service From the Folks at Cox Communications
Posted by on
Rating: 1/51
LAFAYETTE, LOUISIANA -- At least 4 years ago my billing address changed due to our home being annexed into the city limits of Breaux Bridge. Every other company I do business with, and there are several, had no trouble correcting this in their system. My wife and I have spoken to at least 9 employees of Cox in an attempt to update address to no avail.

Approximately 3 weeks ago my wife called in to report that we had no cable service. The person she spoke to said others in our area were experiencing similar problems and when others were put back on line we probably would be too. So we stayed an additional 2 days without service. When my wife called back to set up service she was told that no one else in our area had experienced any problems and that the first person she spoke to was just mistaken.

While on the line with service a sales representative, I think his name was Carlton, got on the line and spent about 30 minutes giving my wife a pitch on bundling our service. This is not unusual, we've been pitched a bundle plan just about every time we speak to anyone at Cox. Only later to discover our time had been wasted because the representative pitching hadn't taken the time to know we were in an area that Cox couldn't provide phone service.

My wife brought this to Carlton's attention and he informed her that now we could get the phone service with Cox. To keep what we had and add phone she was told, due to a special promotion would make our bill $137.98 per month for the next 12 months, then it would go up to $162. It was late in the evening and my wife said she would think about it.

I spent a couple of hours during the next couple of days trying to activate the bundle package, as describe by the sales representative and was informed that the offer given was not correct. Later I was able to speak to Mr. Carlton and he informed me that he did indeed make a mistake in his figuring. Upset over the fact that Cox had again wasted our time I asked to speak to his supervisor. After a long wait Amy picked up the phone said she was a "Team Leader" and she would do what she could to make sure I was taken care of, but that it might be best, since I had been on the phone so long already that she call me back the following day (8/15). Well she never bothered to call. Angered, I called myself and left a message on the 17th for her to call me. Today is the 22nd and I still have not received a call from the "Team Leader."

Check my file and you will discover that I have been a long time customer, with a perfect payment history and this is the thanks I get.

Chris Tabor, Breaux Bridge, LA
     
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Overall bad service
Posted by on
HENDERSON, NEVADA -- I have the 3 package bundle at Cox in Las Vegas. What a nightmare! I have phone, internet and HDTV cable. About 2 years ago it started. We've been with them since 1991. My husband passed away so I went down, with death certificate to put it in my name. They assured me, nothing would change. The next month, the bill did NOT autopay, as they had put a dash 1 (-1) on the end of the account and my bank didn't recognize it. Like others, I had to pay a reconnection fee.. but worse, I had to worry that my 805 credit rating might be dinged. From there on in, the nightmare started. And I can't remember all, this is just some. First, I've had techs out to my house 7 times, due to my HD picture FREEZING on certain channels (conveniently, always during an NFL game). Prior to the tech though, I spend 45 minutes each time, having them tell me to unhook all cables (My Sony weighs 378 pounds and is NOT fun to pull out of the cove it's in)..

They then reboot, which takes 12 minutes to fully load. Sometimes it works, sometimes it doesn't, in which case a tech is sent to the house. They first said it was a splitter for the wires that split to my computer... Bing, my internet went down. Luckily, I was smart enough to check the net before the guy left... but he ARGUED with me that he hadn't done anything to cause it.. but I stood my ground and he finally radioed in for help and got it fixed. A few other times, they said it was the metal connector.. They change it, leave, and within weeks it's doing it again. so they bring another tech and replay the scene. One time, they said it was the junction box in the neighborhood, but isn't it suspicious that when I asked 3 neighbors, I was the only one with a problem. Another time, he said my cable box was so hot that he was amazed I could even get the time to display (it sits on a shelf, by itself.. so nothing I did caused it to get hot) Another insane issue. I use their Webmail.

I'm a developer.. I wrote a suggestion that they move their Entertainment Link a little further away, or lesson the size of the 'radio button' so that when we attempt to hit 'SEND MAIL' that it doesn't accidentally click the Entertainment button. Can you believe, I received an email back saying, "We are sorry you are having problems logging in." So I wrote a step-by-step procedure on how to duplicate the problem and sent it straight back to the person who wrote his response. This time, a second tech answers, "We are sorry you are having connection problems." I then hit 'reply' and ask him where in my email does it mention any such connection problems. I'M NOT HAVING CONNECTION PROBLEMS".. I then asked for this to be forwarded to a supervisor.. The supervisor answers, "We are sorry you are having problems logging in." GRRRRRRRRRRRRRRRR

Another problem, I decided to take the 'bundle' package (net, phone, cable) for $99. Well, first off, if you want call waiting, it's an extra $15. I had been paying $30 for my old phone service. With the bundle she quoted, it would have saved me $10 per month.. OK, I CLEARLY asked if any phone worked with their digital service. They said yes. Nope! After the first day, my phone wouldn't dial out. They sent a tech (who always shows up on a different day or time than scheduled) so my teen didn't have a clue what to tell the guy. The tech picks up the phone, says, "She has a dialtone" and writes the ticket as fixed. so, I call them back out. Second guy can't fix it and doesn't know why.. leaves with the ticket 'unresolved'. Now we are in to 12 days without a phone. I finally get a tech on the phone who informs me, those $19.99 phones that I had, do not work.. They have to be X megabite digitals (I think 56mb). I call back to the sales lady and demanded to speak to the VERY person who sold me the package and said all phones worked.

She gave me a $50 credit towards a new phone. Then, after 3 months, my bill jumped up $10. When I called they said, "Oh, that was a 3 month special. I answered, "Why would I have bothered with all these changes and phone outages for a $10 savings only for 3 months." Her reply, "I'm sorry. She should have told you that." Another issue... when I signed up with them, I had a published number with the old company. Using my first initial of my first name so that nobody knew I was a single woman. When the book comes out, they have my full name. So in October, I call and decide to just list it as unpublished. From having worked for a phone company for 4 years, I KNOW there is a deadline to get the info to the phone book company. So I verify that I'm not paying $2.75 per month for unpublished, if I have just missed the deadline. He promises I'm within the time frame. The phone book comes to my house on January 9, STILL WITH MY FULL NAME. This time, I asked to speak to a supervisor. Her and I walk through the whole 2 years of issues.. one by one. She was very kind.. and asked if I would allow her to use my account for training purposes.

Absolutely.. And my whole phone call, prior to speaking to her, was to just stop the unpublished and quit charging me the $2.75.. why pay for something each month once the damage is done? Well, low and behold, I receive a letter in the mail yesterday that says, "Thank you. This is a confirmation that you want your number UNPUBLISHED." First off, didn't any nitwit that looked at this, question why an unpublished number was being requested to be unpublished? HELLO? ANYONE OUT THERE? But more so, don't you think that supervisor would have said, "Hey, let's make sure we do it right this time, being this account is going to Executive Escalations for training?" I then go sit on my couch to watch the evening news...

Low and behold, my picture starts freezing again.. It is so bad that when I called, the automated voice says, "We see you just called today. Is this regarding the same issue you had earlier?" (do they really have a voice recording for people who call multiple times a day?) so after waiting 24 minutes (my new, digital phone has a display of how long you've been on the phone)... a guy reboots me.. and when that doesn't work, he says, "well, until the tech gets their next Wednesday (it's Saturday), there is a trick. Just plug your cable wire straight from the wall, into the TV. You won't have HD anymore, but that will get you through tomorrow's playoff games." So, another tech is scheduled for Wednesday.. that's 8 times in 20 months... equaling, once every two months I have Cox in my house.. maybe I can write them off as dependents... but I'm obviously not 'head of household' as I have no control over nothing.
     
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Ladderman on 2008-03-13:
Sounds like your digital box tiling issue could be due to your internal wiring, or how your lines are being split. Depending how many cable outlets you have, you may or may not have signal issues. Your digital box should not be off the same splitter as your modem, unless you just have the one tv, and modem only. You could have a bad outlet,or a bad line from your pole for example. Those technicians should have a meter to test your signal in the first place. What you need to ask for, and should have a long time ago is a supervisor to look at it themself. That is after you go to the local office to ask for one.
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DMCA Violation - Service Shutoff For Downloading A Copyrighted File
Posted by on
Yesterday my wife says the Internet is down. I unplug the cable modem and the router and then plug them back in. After the light show dies down I give it a test on the iPad. Interestingly enough the web browser got redirected to a message from Cox stating my Internet service has been temporarily disabled due to a Digital Millennium Copyright Act (DMCA) complaint they received. The message went on to explain the DMCA that was signed by Bill Clinton and cited the particular file down load that violated the DMCA. Cox stated that said file must be deleted before the Internet suspension could be lifted and that if said file is not deleted and/or future violations occur my Internet service with Cox will be terminated permanently. Then there was a [Click Here] link to restore service.

Okay, so I knew it wasn't me or my wife who violated the DMCA so I asked the fifteen year old about the particular file. He fessed up then I took his wireless dongle. He said that's not fair I need a computer for my homework. My retort was simply his library card and Nikes. Kid, it's a mile and half I'm sure at your age it'll take you all of 25 minutes to walk there. He started to say something else and I asked do you really want me to hold your HDMI cables hostage? He got the point. I figure with good behavior he'll be back online with cox in a week.

I clicked the restore service link which did immediately restore service kind of like clicking the I agree button for free hotel wireless Internet.

The file in question was a torrent downloaded from some torrent web site. He wasn't quite sure which site and since I did a factory restore on his computer before checking his history we'll never know. Let this serve as a warning to those with Cox Internet that they are very receptive to DMCA complaints and take action upon them.
     
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MRM on 2012-02-15:
Wow! This is why if I'm going to download illegal stuff, I park by a hotel to do my illegal activities and their internet speed (1.2 Mbps) is faster than my DSL!
Churro on 2012-02-15:
MRM, Whose internet would you download it on?
MRM on 2012-02-15:
Churro, I edited my comment above.
Churro on 2012-02-15:
Ah, you're a clever one you are MRM.
MRM on 2012-02-15:
I have Verizon DSL and so far I haven't received any notice. But after this post, it is a real eye opener.
MRM on 2012-02-15:
Just to satisfy one's curiosity heres what I downloaded while I was parked by the hotel:

The Big Bang Theory Season 5

Colombiana

Whitney Houston songs
JISCal2 on 2012-02-15:
I have Cox internet. Good information to know. Thank you, Churro!
tnchuck100 on 2012-02-15:
McDonald's WiFi??
MRM on 2012-02-15:
Mean Mommy! on 2012-02-15:
He hehe! I thought I was the only one who took off wires to discipline. Works doesn't it? All I have to do it reach behind the computer and I've got the sweetest angles around!
yoke on 2012-02-15:
hehehe another way to discipline is to take away batteries. You are not taking away the phone, tv, internet, games, etc...just the batteries needed to work them!
DebtorBasher on 2012-02-15:
I just reach out my hand and tell my niece, 'You know Aunt Basher's rules.' and she hands over her phone...when her work is done, she gets it back. She's a fast little worker when she knows she can't text or check any of her messages until her work is done.
lexophiliac on 2012-02-15:
Who complained and how did they know? *Note to self - From now on download the dirty on the neighbor's pc while they're at work*
Mario The Great on 2012-02-15:
Anytime that someone downloads a torrent from somewhere, it registers a flag with Comcast, Cox, whomever. When I downloaded new releases 2 years ago, Comcast disconnected my internet and then I had to call them as they let me know quite clearly that future violations would result in permanent suspension of my internet service and possible referral to the authorities. Sooooo...I paid 20 bucks a month for city wide wireless and downloaded roughly 100 new movies over a period of 5 months. Never had another interruption from Comcast. :)
MRM on 2012-02-15:

The Diary of the intellectual property kleptomaniac:

I just park by the hotel and download movies, tv shows, and softwares. Depending on the number of seeds on torrent and the size of the files you'll be waiting for a while for the download to finish.

Make sure to bring a cup with you so that you can pee. I try not to step outside of the vehicle while I'm downloading stuff.
madconsumer on 2012-02-15:
this is a most very helpful review!!
clutzycook on 2012-02-15:
Wow. Whoda thunk? And all those torrent sites are up in arms about SOPA and whatever the other now-dead bill was. Shoot, Big Brother has been watching us for over 15 flippin' years!
Mario The Great on 2012-02-15:
I just downloaded Puss in Boots. Pretty funny movie.
MRM on 2012-02-15:
I'll download that movie, Mario based on your recommendation! I could have rented the movie for $2.99 at my local video store but I'll use that to buy lotto.
Mario The Great on 2012-02-15:
LOL - it's a funny movie. Tell me what you think the funny parts are. Have you seen DINNER FOR SCHMUCKS? It's also a funny movie. I keep inviting Huck, Churro, and little to Dinner, but I think they know. The gig is up.
GenuineNerd on 2012-02-15:
The one time I tried to download music MP3's from a P2P torrent site, it ended up putting a nasty virus on my computer...a friend of mine who works in IT was able to remove it. (I had Time Warner Road Runner at the time). Only downloading I do now is from iTunes and Amazon.
MRM on 2012-02-16:
Genuine, how can a MP3 file have virus in it, not unless you downloaded a .exe file and extracted the MP3 file. I have downloaded tons of MP3 files from torrent without being infected by viruses.
Alain on 2012-02-16:
Thank goodness I'm an untalented technogrouch and don't know how to do these things! Good warning, though, Churro to keep me from getting curious!
GenuineNerd on 2012-02-18:
In my case, it was the program I used to download the MP3 files that put the virus and malware on my PC. Not necessarily the MP3's themselves. The tracks I did download came out OK, but I had to uninstall the program I used (I think it was Azureus) because I was getting constant popups, as well as my machine running as slow as molasses after downloading the program. I'd rather pay 99¢ to iTunes or Amazon, or use my turntable or casssette deck to download music, than take my chances with P2P sites.
MrTwobit on 2012-02-26:
So Cox gives away private info on n unproven charge, and then by-passes the court system. Cox should tell DMCA to get a warrant!
Rob on 2012-03-06:
My question is, has no one wondered how they are legally seeing that you have illegal files on your PC? DMCA only allows them to monitor files or email on their servers. So are they holding these illegal files before they send them to you?
fred039 on 2012-05-14:
Cox probably flagged the traffic and send a notice on its own. That fits with them having a person click an "OK, I promise I deleted it" button to restore service. More than likely, they are taking a proactive approach rather than get issued warrants. Afterall, fighting, or complying with those is on their dime. At least until they raise rates to cover it.
Pip on 2013-06-08:
Use a "hide my ip address" software
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Obnoxious door-to-door sales despite "No Solicitors"
Posted by on
This afternoon, I had an encounter with one of Cox’s support contractors who paid an unsolicited visit to my Home that turned unpleasant as it progressed.

Mr. [snip] is a white male likely in his late twenties with dark hair, medium build approximately 145 – 155 lbs. and about 5’ 08” tall. He was wearing business casual clothing, light tan slacks and a light grey polo-style shirt at the time of the visit. Taking times directly from video security recordings, he arrived at 4:53 PM and rang the doorbell – that would be the one 4 inches below the prominent sign that reads: “No Soliciting.”

Mr. [snip] did not identify himself by name, but was wearing a Cox contractor’s badge on his belt that displayed his name and that name was later verified by the officer that responded to my contact. He briefly began the conversation by inquiring about the reception quality and our level of satisfaction with Cox’s service. I confirmed there were no difficulties and we were satisfied with the arrangement and had recently had a representative install tuner cards in a new Tivo and checked levels and settings on the entire system.

For the next six minutes (I finally had to close the door on him to get him to leave (shown at 4:59:40 PM on the recording), he attempted to promote Internet service, phone service, the Cox-type TIVO and so forth. I repeatedly declined specifically stating that I already had five Tivos, we were satisfied with our I. P. provider, we had the on-demand service that met our requirements and I specifically did not want Cox phone service. I finally told Mr. [snip], firmly, NO, and that I had specifically notified Cox we did not want any solicitation by phone or otherwise and that he was in violation of Irvine civil code that forbids solicitation from anyone without an appointment when “No Soliciting” signs (we have TWO clearly visible) are posted. He insisted that since we were a Cox customer, that didn’t apply.

The local ordinance most certainly DOES apply— even more so than us notifying Cox that we do not want solicitations, which we have done. Not only does Cox not honor our request, but their contractor is going to stand there on my doorstep and ARGUE with me that he has every right to intentionally bother us after I have FOUR TIMES IN A ROW told him I was NOT INTERESTED and did NOT want to make any changes!

After I closed the door I contacted the police. Aside from being annoying and persistent this representative is in clear violation of Irvine Municipal code 2-10-903 which reads: No person shall, without prior appointment, solicit, canvass or peddle upon premises which are posted with a sign or signs stating in substance that solicitors, canvassers or peddlers are not permitted. Ord. No. 49, § 2, 10-10-72; Code 1976, § II. M-1803)

The police inquired if I knew which direction the man was going (door-to-door) when he left and I said I didn’t notice but I’d check. When I located him he noticed me and gave me an odd, questioning look. I answered the unspoken inquiry by telling him that I was very displeased with his persistence and I had called the police so that they could explain the ordinance to him for clarification. He responded by taking out his cell phone and telling me “don’t bother” – that HE was going to call the police to tell them he had, quote: “some kind of pedophile following him”. Those are his exact words.

So not only is this representative obnoxiously persist and disregards our privacy, the local ordinances regarding his visit, my subsequent repeated request to be left alone, but he is insulting and defamatory.

Customers should not have to put up with this kind of thing.
Sincerely,


David P
     
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Anna Molly on 2011-09-22:
You have a no soliciting sign, and it seems you knew your visitor was from Cox. Why even bother answering the door?
To: Anna Molly on 2012-03-14:
The OP only knew he was from cox after opening the door.
blupiano88 on 2013-07-02:
I just had the same experience. I live in Palos Verdes in LA County. Two Cox reps show up at my door during dinner time and were totally obnoxious. While the conversation started out pleasant enough it quickly turned sour when I said I wasn't interested. They could have cared less than they interrupted our dinner. His exact comment was "well what do you want us to do, come back when you're NOT home?" There were more sarcastic remarks to follow. Cox it looks to me like you have some issues with your hiring and/or your sales training practices!!! At minimum a sales person should be polite and courteous not antagonistic or rude. There's other options out there for my business.
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Cox strong-arming people into buying modems from them?
Posted by on
We have Cox cable internet, which we would love except that it goes out for long periods of time, and that it seems like they are scamming people into buying new modems.

We got an email yesterday stating that they have found problems with the model of modem we have and people with this modem should buy a new one from them for a discounted price. Our modem has worked perfectly for over a year and a half, no problems. Until mysteriously, the day after this email is sent to me, our internet goes out completely.

They claim it is because they upgraded their services and now this modem is not compatible. I wanted to know why, if it's caused by something THEY did, that I didn't ask for, that I have to pay for this new hardware. I didn't ask for upgraded service, and am not even really getting much of an upgrade as far as speeds go, with this alleged "update." They said that if we had bought our modem from THEM in the first place, they could've upgraded it for us for free, but since we bought ours elsewhere, there's nothing they could do. That, to me, is a horrible way to treat people who have used your service for over 10 years but just didn't purchase a modem from you.

They also told us that we could keep our modem and it would work fine, so long as we downgraded our service. So, basically, my options are to pay them $40 to keep the service I have, or downgrade to slower internet even though I was having a fine time with the service I had until they decided to blacklist my modem.

After getting the run around from associates at the store and on the phone, we found out that we never even should have gotten the email we did, as the "upgrades" they did shouldn't have affected our service because of the package we have. However, when we went into the store, they were happily selling brand new $40 modems to people without even letting them know that the email was inaccurate and they didn't need it.

They are causing problems ("upgrading") and blacklisting a popular modem to drive sales for their own sponsored brand of modem, more or less, it would seem. And they claim that our modem is "outdated," but it worked perfectly until the day after their email came. I don't think that's a coincidence.

They do have pretty good internet, when it actually works, but I think their business ethics are horrible. I was disgusted as I watched the sales guy sell an elderly man a new modem that he probably didn't even need, just because the guy asked about the email he got. He didn't check his plan or anything to see if he even needed it, just sold it to him and promised him it'd make his internet go faster. He completely took advantage of this man because the man didn't know any better and took his word for it. I am assuming they are making a lot of money off of people who got the email and didn't call to find out that they didn't need a modem and just went in and bought one, just like that poor elderly man.
     
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Weedwhacked on 2010-06-07:
Don't let strong arm tactics make you buy more than you need to. Yesterday I went to my wifes cousin's house and they told me that AT&T advised them that they need a new phone jack to use with their computer for DSL service. We were there for dinner and I went to Walmart and bought a USB network adapter and configured it to their new AT&T gateway. Internet is up and running and I advised them to call AT&T and let them know they do not need another jack. The home is now wirelessly equipped.
CoxTech1 on 2010-06-08:
I apologize for any problems you have been experiencing with the Intenret connection. If you want to email me at hrd-hsi.newsgroups@cox.com I'd be happy to look into this matter further and find out what is going on.

--CoxTech1
ChrisT05 on 2010-06-17:
I had heard that in some parts of the country they are upgrading to the DOCSIS 3.0 standard, maybe that had an effect? although it's supposed to be backward-compatible.
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We have had nothing but problems with the system and the customer service
Posted by on
PHOENIX, ARKANSAS -- I have had to have the box replaced about 6 or 7 times already, so for what they referred to as "A most valued cox bundle customer" they offered me 1 yr free of Cinemax On DEMAND, I called and asked what I had to do, I was told I would get channels 220 to 224 plus 780 and channel 1, I said but if I pick a movie from channel 1 I had to pay, she said no, it is free and included with the Cinemax on DEMAND.
I hung up, I haven't used channel 1 before since I don't pay for movies threw them it is cheaper with Netflix, but what the heck, I canceled my Netflix and started watching the shows on channel 1.
Then the bill came and I owed them $123.00 for the movies on channel 1, this was just from last month, not to include the movies I had watched this month, so it would end up about or over $200.00
I called customer service, told them that I wasn't informed properly, that I had to scroll down and find Cinemax On Demand and only those movies where free, when I was told that Channel 1 was free, and told that it was included in the Cinimax On Demand That I could get the movies on channel one for free.
Basically I was told that I must have misunderstood what was told to me, but he, the billing supervisor, would be willing to take off $100.00 but I would be responsible to pay the rest, I have used Cox Cable for 17 years, and at no time ever purchased a single movie from them until this offer had been given to me, I have had trouble with the computer high speed freezing up, my cable going out, my boxes freezing up, not recording what I had programmed, only recording 1/2 of the show, going through 6 or 7 boxes, and they won't say " Yes there must have been a misunderstanding, we can take that off of your bill, I asked them to listen to the taped recording of the call, and listen to the sales representative and how I could make a misunderstanding because she did not clarify that Cinimax On Demand on channel 1 is the free movies.
He offers me a take it or leave it.
I agree to pay the remaining balance right then or pay the total amount. if they listening to the tape and find me at fault, I said I know she didn't clarify that only Cinemax On Demand, on channel 1 was free, and that I shouldn't have to pay for movies I would have never watched if it were explained properly, that he needed to listen to the tape.
He called me back and said that the sales representative did explain to me that on channel 1, that Cinimax On Demand was free, I said I want to listen to the tape, he told me I had to have a subpoena to get the tape recording, and since I declined on the $100 off of my bill he now will only take $20 off of my bill.
I spend $140 a month for the service and have for many years, and this manager is being obnoxiously rude and a bit snotty, he kept interrupting me, when I told him, "Why would I, all of a sudden, start buying movies after this phone conversation with this sales rep, and only after this phone call, I watched a movie a day, sometimes 2 movies a day, and some of them I didn't even watch the entire movie, I thought they were for free, I just couldn't make this man understand that I needed more proof that I was at fault, and not that his employee didn't explain it properly, I asked specifically if it were for free because my husband kept telling me it's not for free, you will end up having to pay for something, they always get you some way or another.
Well I am, because he just kept telling me it was my fault, and since I didn't take the offer before he listened to the tape I would end up having to pay about $180.
It ended with me asking to be referred to his supervisor, he said this conversation is over and he will have his supervisor call me if that is what I wanted.
After making thousands of dollars from me it is just so remarkable to me that they would be willing to lose me as a customer over a $200 bill.
Can all customers who have been over billed or mistreated get together and take legal action?
     
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Anonymous on 2009-10-14:
The on demand programming that will apply a charge to your account have a dollar amount in the description of the movie. The on demand programming also has a pop up warning screen that says you are about to make a purchase, they list the title of the program/movie and the amount you will be charged. Are you saying that these dollar amounts or warning messages did not display on your TV? If they did I would take that as a warning and call customer service to clarify what the salesperson had offered you.
Ytropious on 2009-10-14:
What would make you this the PPV movies were free? You are getting Cinemax on demand FREE (it's not free to non Cinemax subscribers), there's a special menu for that in channel 1. Also Free zone is where you go to watch stuff for free. I think the customer service rep just thought you had more sense then you did.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Failure and refusal to honor verbal agreements or give written confirmation
Posted by on
Rating: 1/51
OMAHA, NEBRASKA -- 9/27/11 - Got deal from Cox from contract solicitor cold call - one month free premier internet, then $59.60 per month for digital cable plus premier internet - for as long as I have both services. Called Cox again because bill was more than quoted 9/27. Was told the permanent package I was quoted was never available. Was given package with lowest web speed and digital cable for $59.85 including taxes, but it expires in May – see below on 3/29/12. Cox called and offered 24 month price lock on this deal. Took it, expires 3/29/14. $59.85

6/4/12 – Bill not as promised. Rene at Cox gave me cable + net for $49.80 for six months - expires 12/3/12 – tape recorded on phone.

9/15/13 Modem ceased working. Called Cox. Was told I had to buy a new box. Found one on Amazon and ordered it. Installed it and still had problems, so called Cox. 9/20/13 got two year price lock at $71 from Cox with 4 Starz channels free and 5X faster internet speed. This was because I had to buy new modem/router for $150 from Amazon when I should have gotten one for free!!! Lady I talked to had been with Cox for 25 years – Joanna. Requested written confirmation – was told it wasn’t possible. Professional troubleshoot and install set up for 9/27/13.

10/21/13 - Bill came – not as promised. Talked to Amy in Customer Retention. Got HD box plus 1-70 plus Stars plus BTN plus other assorted channels with insurance and Essential Internet with price lock guarantee (no price hikes for two years, other than those listed below) for two years: First six months $99.63 including tax (through 4/21/14) Then $109.63 for the next six months (4/22/14 through 10/20/14) Then $124.10 for the next year (10/21/14 through 10/20/15) (this is the regular price, so going forward after two years, it should only go up a little, if at all, EXCEPT have to cancel Starz or will be billed for movie channel at regular rate!!! Requested written confirmation – was told it wasn’t possible. Recorded conversation.

3/10/14, got a bill for $105.80. Called and talked to David in Customer Retention. Said I wasn't price locked on internet and price expires 3/21/14. He said it was impossible to give me the deal I was promised. Gave me a credit of $6 for current bill to bring it down to $99.80. Gave me yet another new deal for internet and cable with supposedly same exact terms, except bill will be $107.40 starting with April 2014 bill through October 31, 2014. Then bill will go up to $122 through October 26, 2015. He said he would make detailed notations in case something happened again, but could not give me anything in writing, as usual. Recorded conversation.
     
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jktshff1 on 2014-03-12:
A verbal agreement is as good as the paper it's on.
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Tired of Poor Customer Service at Cox Communications
Posted by on
MACON, GEORGIA -- I am ticked off at Cox Business Services for my Certified Public Accounting Practice. Cox cable billed me $114 in erroneous charges last month, and I called to get the bill adjusted. I spoke with a lady who identified herself as Sharika on February 16, 1011 at 4:00 pm. For one thing my monthly rate jumped to about $128.18 per month. I had signed a contract with a Cox Sales Representave by the name of Steve on June 7, 2010 at my Business located at 4145 Hartley Bridge Road with two phone lines and Internet serivice at a rate of $100.60, now all of a sudden when I got my lines finally reconnected in January 2011 the rate has jumped. I have some sort of cox connect service fee in the amount of $26.11.

I sent a certified letter to the billing address for Cox to New Orleans, LA and got the signed green card back where it was signed for on February 22, 2011. Sharika at first told me the overcharge for my bill dated February 9, 2011 was for extra features for the amount of $114. Then she could not explain what the extra features were for, and then she told me after I debated with her for sometime that she woudld take care of the $114. Now, I waited to pay for the bill waiting for the adjustment of $114 on my bill. However, I got a new bill today for a total due of $415 because the $114 has not came off. I am getting billed for a late charge I suppose on the prior months bill that I did not pay waiting for correspondence from the company. I am trying to email Steve McGann as he was listed online at a company that has email or inmail accounts set up. However with that company after I went to the trouble of signing up, this company wanted a fee for me to email Steve!

It is aggravating that Cox Communications is not set up for customers to email their person who sets up their business phone lines and Internet Services. I have been dealing with Cox Cable, since I moved to Macon, Georgia in 1981. The Company is a monopoly in the area, and their representatives are not educated who answer the phone when I call 478-784-8000. The service center at Presidential Pkwy in Macon, Georgia did not have my personal information in the computer, and when I went over there to pay my personal cable bill last week, I had to have a guy by the name of Josh take my payment because I could not access my information at the Kiosk. Now, usually, I was told, you have to pay an extra $3.95 or so for a representative to take your payment at the service center. Ridiculous!

Linda J. Poole
     
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Alain on 2011-03-17:
Go to http://www.reboot.fcc.gov/consumers and click one file a complaint at the right of the webpage. This will add to other complaints about Cox in the FCC's files. Let Cox know you've taken this action, as well.
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Customer Service
Posted by on
I have been with Cox on and off for about 12 years, but at this point, I will never ever go back, and luckily I'm moving in another area. Customer service is more than incredible, with loops in their automated answering service that will drive you out of your mind - absolutely unbelievable that I have to go through several loops and spend 4-5 min on the phone to fine out... The office is closed! Also, several times when I called Cox in the morning, their switchboards were down (now there goes your telephone provider)... it rang twice and then hung up. Again, this happened more than once.

In Dec 2010, I had planned to moved, so I put in a cancellation for one apartment and a connect for the other. The move fell through and I called Cox about 2 weeks ahead of time to let them know. While they confirmed the information and while my current apartment was NOT disconnected, they try to charge me for the new connections ... mmmhh?

Now, in Feb 2011, they charged me $46.99 for their internet alone; however, I was on a special until Feb 23, which was $23.99. I wrote them an email stating that something must be wrong with the bill, it should be more in the $30 dollar range, 21 days at the special and then 7 days at the regular price. They sent me an email back (remember, I can't get through calling them) that the bill is correct and that in month, it actually will be $2.00 more... then they had the nerve to ask if they answered my question. I sent an email right back, stating that No, they did not answer my question, they did not explain my bill to me,...

Well, again, I'm glad I'm moving in another area where they don't have Cox anymore... I wonder why?? At the beginning, this was an outstanding service provider with great customer service, but as so often, they higher the prices, the more customer service goes down the drain (shouldn't it be the other way around? )

Go with the other guys!
     
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Alain on 2011-03-11:
After the run around you got, I'm not surprised you're done with them.
Paula on 2012-09-26:
I didn't last as long as you, either - - I decided when they blocked my internet after charging me for installation and equipment and in their blocking message informed me that I would have to pay the "re-connection" fee
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Cox Communication Sucks
Posted by on
Cox Communications is the worst company I have ever had to deal with. The way they manage their accounts is retarded. If you move they give you a new account number forcing you to register again and again to create a new login. You'd think it'd be much easier to keep the same account info/login and just update the address. So now I have several other logins and account numbers for my old addresses that just sit there, never to be deleted.

So of course when I did move I was given a new account number. I went online to re-register for online account management. When I put the number in that they gave me, it wasn't long enough. It wasn't even close. It just barely made half the digits I needed. Wtf!?!?!?!?!?! F*^%ing idiots.

When I called to set up an appointment to turn on the internet service in the new apartment. They told me that the internet was never turned off from when the previous resident moved out. So clearly I expected the internet to be on when I moved in. All I would have to do is plug my modem in and update the ip address. Nope. No signal. No nothing. They suck.

They're customer service personnel suck and are clueless as to how to do their jobs. The girl on the phone had to keep putting me on hold so she could ask her boss how to do stuff or where things were. It was as if she was new. This isn't an isolated incident either (in reality, she probably wasn't new at all). Most of their customer service is clueless and apathetic. I try my hardest to not call them.

If they didn't hold a monopoly, I would kick their ass to the curb, and maybe curb stomp their face in too (figuratively speaking of course). Speaking of which, they deny with utter impunity that they hold a monopoly. Sure I can get internet service other ways like an air card or DSL. But screw that, I need fast internet. I need cable internet. And point be proven, Cox Communications are the only cable internet service providers in my area. Hell, in my state. I hate them and their dumb, monopolized company.

Ohh, and did I mention they completely screwed my friend over. He tried to turn service off for a deployment and they kept it on and charged him hundreds and hundreds of dollars for late fees and what not. Burn in hell cox. That's right, I won't even capitalize your name cause you don't deserve it.
     
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Kurizumaru on 2011-01-10:
I understand you're frustrated, but when you resort to name-calling, your complaint loses some credibility.

As far as I can tell from your complaint you've moved a bunch of times with them and they change your account info. each time? You've said their customer service sucks, how so exactly?

I fail to see how your friend's issue is related to your own.
trmn8r on 2011-01-10:
Disguised swear words really aren't in disguise.
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