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Cox Is The Worst Cable Company Ever
Posted by Mr_ritenow on 06/06/2009
LAKEWOOD, OHIO -- Talk about horrible service and horrible customer service....The company first of all bills you a month in advance for services you haven't even used. How can you bill me for something I haven't even watched yet.? I was paying almost 80 usd a month for service, I had no movie channels or any special service. They charge you for basic cable, digital cable and something they call a digital expansion pack. which included no movie channels DVR service internet or any special features what so ever. I feel as if 80 dollars is too much for basic cable service. The customer service they have is HORRIFIC the representatives are rude.

At times I felt as if they just hire anyone because almost every representative couldn't understand my concerns with my bill they also never want to transfer you to a supervisor due to the fear of losing there job from being rude and the inability to help the customer with there problems.

With that said I would never recommend Cox communications to anyone not even my worst foe.
     
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Posted by Soaring Consumer on 2009-06-06:
If you mean basic cable as in just the less than 100 channels that you get without their digital box (with the guide and on-demand programming and such), $80 for basic cable is way too much.
Posted by Anonymous on 2009-06-06:
Something does not add up here. We pay less than that and have multiple premium channels, HDTV, DVR etc. Mr Ritenow, you need to get into your local Cox business office and find out what's up. SC is right you're paying way to much if that's really all you're getting.
Posted by Anonymous on 2009-06-06:
I have basic expanded cable which is about 45 a month, even that is high for basic. I would check with them like super said.
Posted by DigitalCommando on 2009-06-06:
Maybe Cox is the only game in town and reams people. When the dishless cable satelite boxes hit the market, the prices on cable and dish based system will hopefully come down.
Posted by Anonymous on 2009-06-06:
It seems like every other month I’m getting hit with a increase by cox over stupid shyt. It pisses me of but they are the only game in town.
Posted by DigitalCommando on 2009-06-06:
Sorry, meant to say "When the dishless satelite receiver boxes come out..." You won't need cable or a dish to get high def.
Posted by Suusan B. on 2009-06-06:
I just looked up COX pricing for Lakewood, Ohio and it is as follows: COX Standard Cable $50.99, COX Limited Basic $8.30 and the lowest digital add-on (Digital Gateway)is $11.24 - - the total is $70.53 before taxes and surcharges so $80 per month is about right. In addition, all cable and telephone companies bill one month in advance.
Posted by Anonymous on 2009-06-06:
That is just to much money for cable.
Posted by Anonymous on 2009-06-06:
It gets expensive if you do not bundle their services together.
Posted by Suusan B. on 2009-06-06:
COX disclosed their pricing (minus taxes & surcharges) for the cable service you have prior to your having it installed. If you felt that $80 per month was too much for their digital cable service then this is something you should have considered before installation. And no - - I do not work for COX Communications.
Posted by DigitalCommando on 2009-06-06:
The nice thing about cox is that you can cancel at any time, upgrade or downgrade your services at any time. In my city the most basic cable package gives you all of your local stations for $13.00 per month. The next package is the expanded. It includes an additional 55 channels for 37.95 a month. You need to call a rep and get that amount under control.
Posted by Suusan B. on 2009-06-06:
COX pricing is different in various parts of the country tha they serve. I'm in Southern California and pay a little under $50 per month (plus taxes & surcharges which really add up)for basic cable and expanded service - - not digital.
Posted by Anonymous on 2009-06-06:
Cox HDTV still beats the hell out of DirecTV or DISH trapping you into a 24 month contract for $100+ per month. Plus we don't have a bunch of crap hanging off the side of our house or on our roof.
Posted by Anonymous on 2009-06-06:
I hope they invent something soon were you can just pay for your channels ala carte. Cause half of the crap I have I do not even watch.
Posted by Anonymous on 2009-06-06:
Wally, they have been talking about that for a couple of years now. Since basic cable is almost a utility in many areas many cities would like to see it happen even though they share in the revenue and it might decrease their share. Most city governments hate DISH and DirecTV because they really don't have a way to tax the companies.
Posted by Anonymous on 2009-06-06:
why should I have to pay for 9 Spanish channels which I never watch.
Posted by Anonymous on 2009-06-06:
I get all my Spanish for free living here in az.
Posted by Anonymous on 2009-06-06:
Because the Spanish speakers have to pay for 100 channels they don't watch, LOL.
Posted by Nohandle on 2009-06-06:
Some folks might end up telling you to contact your local franchise authority. Save yourself the time. They get a cut so as far as I'm concerned that is a waste of your time. I have Comcast and their service is excellent in this area. I would love to pick and choose as to the stations I receive but no dice. I receive all those swell stations I have no interest in just to have the honor of watching the few I enjoy. No premium stations at all with my package. I did have HBO, which I never watched except for a few episodes of John Adams, disconnected several months ago for a savings of $10.00 a month. I am still able to receive HBO. Go figure that one.
Posted by Anonymous on 2009-06-06:
I would LOVE it if the cable companies would let us pick and choose the channels we pay for. I can't complain about Cox's prices. They've been very good to me.

To the OP, if you feel you are paying to much go to your local Cox store and see what they will do for you. I get better service speaking face to face with one of the agents. All services like cable, phone and so on charge one month in advance for the basic service. Then they charge you for the extras (pay per view, long distance if you dont have a flat rate plan, etc) on the next months bill. Go down to the store and give it a try. It couldn't hurt and you might walk out with a better price.
Posted by Ladderman on 2010-03-06:
You think Cox is the only one that does this? If so you are so out of touch. Sprint does that with their cell phone service as a few other providers out there. Don't blame Cox and others for something that is common out there.
Posted by Sandra Richmond on 2011-05-22:
We are a military family stationed on VA, we live on Williamsburg, we gave $250.00 security deposit to avoid giving our SSN, we paid each bill on time and full, then our final bill.Cox took our security deposit without explantions and hang up on me each I called about our security deposit. My husband deployed again, then finally I got tired and never hear nothing form Cox, why I can do?
Posted by Sandra Richmond on 2012-01-31:
As today Cox in Williamsburg still cannot explained why they took our $250.00 security deposit, the COX employee on the phone just hung up on me, or said that he/she not access to the records, or put me on hold and forgot about me waiting on the phone, can I stiil recup my security deposit? I got every bill statement with the probe of payment and the copy of the check used for the security deposit. BBB, FTC and may be report this company to JAG to be put on the black list on military posts?
Posted by Peggy on 2012-02-26:
Take them to Small Claims Court. You will probably receive your deposit before the day you have to appear in court.
Posted by jesse on 2013-08-02:
I hate cox. I never even use the word hate but I use it for them. Where I live I can't even use any one else. if you do have a choice don't choose them...
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Cox Gainesville, FL Clear QAM Channels
Posted by Mark Cox on 05/06/2010
GAINESVILLE, FLORIDA -- Cox publicizes on their web site and in the "Gainesville Channel Lineup & Price List" brochure (102736-G-5/10), that "TV sets with a built-in (clear QAM) digital tuner will receive local broadcast channels without equipment rental." The challenge is finding out what these station channels are. My experience with Cox was, after repeatedly calling and e-mailing customer service, they would or could not provide them. For all of those of you out there with a digital TV that want to watch HD broadcasts without a box, here are the channels I have found:
101.5 WESH2DT-NBC Local Weather (480i)
107.102 WUFTDT-PBS (1080i)
107.103 WOGXDT-Fox (720p)
108.1 WGFLDT-CBS (1080i)
108.2 WCJBDT-ABC (720p)
110.1 WNBWDT-NBC (1080i)
114.10 CREATE (480i)
114.11 PBS (480i)
     
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Overcharging me for 26 months by a "digital converter" fee
Posted by April Beltz on 12/18/2009
2312 NORTHWEST 10TH STREET, OKLAHOMA -- (Oklahoma City, OK) I have maintained service with Cox since 2001. Due to the always increasing fees, I decided to get a Netflix account, and terminate my services with Cox. When I called Cox on the afternoon of 12/18/2009 to terminate my service, the customer service representative (whom was very plesant), indicated to me that I needed to bring my cable box and remote into the drop-off location. I told him that I have not had a cable box in over 2 years. He said that the bill indicated that I DID have the equipment, and that I was being charged the monthly equipment fee under the "digital converter" fee heading. He was willing to investigate the bill and I told him I would go locate my receipt and other records and that I would call back later in the day. I went home, located the day I downgraded my service (October 26, 2007) and the receipt for turning in the equiptment (a few days later) and returned a call to Cox. The next customer service technician started off nice, but didn't remain that way. He stated that the bill did indeed indicate that the equipment had been turned in, and that I HAD been overcharged approximately 11.00 a month for about 2 years. He put me on hold to talk to his manager about getting me a credit. The manager was only willing to credit 6 months of overages. He said that it was my fault for not reading my bill. I tried to explain to him that "digital converter" does not indicate to me that I was paying an extra fee for equipment. I have digital cable, so I just assumed that was a fee (in addition to their other numerous misc fees) that pertained to the digital cable, not for a piece of equipment. They are only willing to refund about $60 of the $290 that they owe me.
     
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Posted by Anonymous on 2009-12-18:
Two years? Yes it is your fault for not reading your statements.
Posted by PepperElf on 2009-12-18:
and not noticing the bill was higher than expected...
Posted by Anonymous on 2009-12-18:
So Cox overcharges a customer for two years and then upon discovering and admitting to the mistake only offers a partial refund and it's the customer's fault? Are you kidding me?
Posted by PepperElf on 2009-12-18:
i'm just surprised it took them that long to notice it

as for getting a refund... that might be pretty hard


i think that would depend .. not on personal opinion on what should happen
but what the law states about situations like that
Posted by Anonymous on 2009-12-18:
First of all in Oklahoma the statute of limitations on this one would be five years but honestly why should that matter. Cox made an error. Cox admitted to the error. Why in the world wouldn't Cox just issue a full refund because it's the right and just thing to do.
Posted by Anonymous on 2009-12-18:
too bad you didn't live in Orange County..I hear there is a Cox office that works miracles
Posted by Anonymous on 2009-12-18:
April Beltz, You might have some luck submitting this one to KFOR's Scott Hines 'In your Corner'. You can call it in at 405-478-6363 or email your complaint to InYourCorner@kfor.com.

I'm pretty sure one phone call from Scott Hines would result in a pretty quick resolution. Good luck!
Posted by Nohandle on 2009-12-18:
Nicely written explanation of what happened and how it happened April. I tend most times to look at the business side of a situation first. It's apparent the business side was wrong here. Had you not been able to locate your paperwork from two years ago would you have been required to pay them for the equipment as well? I expect the answer would be "yes" and there you'd be.

It really is difficult sometimes to decipher a bill from some companies..telephone and cable come first to mind, at least in this area. With the added fees, franchise taxes, state taxes, federal taxes and everything under the sun I can see how someone might not realize he was being charged for some service he wasn't receiving.

Cox was in the wrong here. Once proof of the return had been provided by the customer, credit in full should have been issued. This was an error by Cox not the customer.
Posted by Anonymous on 2009-12-18:
Billing errors happen from time to time so it is the consumers responsibility to pay attention to their monthly statements.
If something looks incorrect then call a CSR and get some clarity.
C'mon Oklahoma, be a little more proactive and stop assuming that these companies are going to audit your monthly statements! TWO YEARS?!
Good luck.
Posted by goduke on 2009-12-18:
I believe the Cox T&C's say that if you have to catch a billing error within 90 days or you can't dispute it. That's probably what they are relying upon. The fact that the OP is dumping them completely is probably why they don't feel a particular need to do anything else.
Posted by JR in Orlando on 2009-12-18:
This situation should be distinguished from one where the customer is provided services which they did not want or know they were receiving, but should have noticed they were receiving when they read their monthly statement. In that case a six month refund for services provided, but not used is reasonable. One cannot sit idly by receiving services and turn a blind eye to its receipt.

Here, however, the op did not receive the services but was billed for it anyway. In this case, whether the op read the bill is irrelevant because she received no service. The op should write a demand letter to Cox, certified return receipt giving them a time period (30 days) to pay the entire amount, and then sue them in small claims if they do not.

Posted by Paul on 2011-05-29:
According to Cox I got my internet service in 2001. I asked for medium speed later when problems accured I asked for service which I got. But here is the trouble I was paying for the medium speed not the slowest so when I went from dial up on a 56k modem and then went to 3500KBPS I thought I was given what I was paying for. Right before my problem began I saw a ad saying 3 different speeds which according to the ad I was at the lowest grade paying 20 bucks for what I thought was my medium speed so 10 years amounted to 2400.00 over charges and they wanted to give me 6 months free service which amounts to 480.00 but they said I should have asked for what speed I was geting and I told the above store rep that I asked for an was paying for the better service so why should I ask what speed I should have when I was told at the relization I wasn't getting what I was paying for was told this is they way it was and I should be happy with the 6 months free.. I was also told that what i was getting was on the bill and I should have read it there but no such thing about speeds was on the bill so now what?
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Cox Cable Discriminates
Posted by Another Cox Victim on 06/13/2012
NEW ORLEANS, LOUISIANA -- I worked for Cox Cable in New Orleans for 12 years. The first 10 years were good. Cox wanted to do well in the cable business. The last two years I was there were hell. Many individuals were fired and replaced with younger people for less money. We lost many good people because of age discrimination. Also Cox management was discriminating by race. I endured two years of terrible discrimination because of my race. Cox turned out to be an unfair, and unsafe company to work for. The general manager for Cox went on to be mayor of New Orleans. He proved to be the racist I accused him of being and was a disgrace and laughing stock of New Orleans. He gained a nationwide reputation for being a racist and a big joke.
     
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Posted by Kewgah on 2012-09-12:
I'm assuming that you're white, when you say discrimination. Cox Hampton Roads is 85% black
Posted by Old Goat on 2013-09-19:
It would be informative to name the general manager/mayor in question so that researchers do not have to guess who he is. Inaccuracies can arise due to mistaken identity.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Customer Service So Bad - Makes You Want to Go Elsewhere
Posted by Littlesixgio on 05/28/2013
NEW ORLEANS, LOUISIANA -- I had to call almost every three months for discrepancies in my bill. I was constantly being charged for MORE than what I was initially offered without any prior notifications. Their response was always that "the promotion that was being offered has expired." The customer service representatives are the most RUDE employees in the entire company - never giving polite responses that even 4 year olds are taught, such as "yes/no sir/ma'am." The customer service representatives also make every simple question seem like the most inconvenient requests.

I would never recommend cox service to anyone simply because speaking with their personnel is not worth it.
Read Company Response
Company Response on 06/25/2013:
Hi Littlesixgio,

Your monthly rate for standard services should not change every month! We do offer promotional rates and specials for different services, usually provided for a limited time frame like 3, 6, or 12 months. Rate increases typically only happen once a year, and are announced in the "News from Cox" section of your bill.

Other than the expiration of a promotional rate, the only variations in your monthly statement will be due to applicable long distance telephone calls and any On Demand/PPV orders.

I apologize that we were unable to provide a detailed explanation of what caused the rate fluctuations, and especially for the way you were treated when you called! That's definitely not the experience I want for any of our customers. If you have further questions, or if I can assist you in any way, please don't hesitate to email my team at coxhelp@cox.com.

Sincerely,
Becky K.
Cox Social Media Support Specialist
     
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Posted by Old Timer on 2013-05-28:
Take your complaint farther up the ladder to a manager in the billing dept. Lucky me, in 25 years with Cox I have never had to put up with any of this type of behavior.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Cox Communications please get your act together!
Posted by Mal723 on 03/31/2012
ENFIELD, CONNECTICUT -- Instead of simplifying the process, Cox Communications makes it impossible to figure out: 1/ what services they actually provide, 2/ who to contact, 3/ where to go to pick up a cable box, 4/ how to install the equipment, 5/ how to figure out what channels you are actually able to receive in the channel guide. There is more, but hopefully this gives any Cox customers or would-be Cox customers the idea. I don't blame the Cox employees, they are nice enough, some very competent, others not so competent. Who I actually blame is the management of the company, and therefore, the CEO [snip] I am sure Cox Communications is a successful, profitable company. But their customer service is terrible. The website lists certain hours an office is open, those hours of a local office are all wrong. One employees tried to sell me a 6 ft. HDMI cable for $63.74, when there was another one that is 12 ft., same quality and compatibility for $19.99. An online chat with technical support hooked me up with a woman who cannot understand basic English. I cannot count how many times I have tried to log in to my account when the website says "server error." Cox Communications is not focused on their customer, but is all about making money-this is fine, but don't the customers deserve better? Maybe it's because in most areas there is a "monopoly" on cable in that town? I have no choice in my town, and the apartment complex where I live doesn't allow satellite dishes, so I am stuck. The quality of the actual connection, whether it's HD or otherwise is excellent-but, the customer service is awful. So, when you deal with Cox Communications, make sure you have a bottle of aspirin or Advil available.
     
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Posted by CoxTech1 on 2012-04-02:
I'd be more than happy to assist with any questions or concerns you have with your Cox services. Please email any questions you have to coxhelp@cox.com and I'll do my best to answer them for you.

-Chris
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Not my "friend in the digital age."
Posted by Catvong48 on 12/27/2011
PHOENIX, ARIZONA -- If I could give this horrible company negative stars I would. All the reps are nice and pleasant when there's an opportunity to sell you something but if there's not, they are extremely rude and talk over you. When I signed up for Cox TV I chatted with a lady ( well, she had a female name) and I asked if I would be charged a fee if I moved to an area Cox does not service. She said I would not be charged a fee for early termination. I called in November to cancel my service and the representative says I will be charged a fee and no matter what the circumstances are, there will be the ETF. I asked to speak with a supervisor and I was trying to look for the conversation I had with the lying representative on my computer because I thought I saved it. It was taking too long so I asked the supervisor if he could call me back the following day. He said he had meetings that day but could call me at 2:30 P.M. I gave him my phone number, which is the same on my account, and never got a call from him. Today I called to get this finalized with this horrible company, since I actually had time to wait the 30 plus minutes to speak with someone, only to find out the supervisor who was supposed to call me put in the notes on my account that he called me, nobody answered, and there was not a Voicemail. This is the year 2011, who doesn't have Voicemail??? He is a LIAR as well and now I don't mind paying the ETF to get out of a contract with this company who hires nothing but a bunch of liars! I asked for a credit from November to December and the rep, Lisa, spoke with her supervisor, David, who denied my request because I still have the equipment and because I did not call back to disconnect. Their representative was to call me back but did not! The representative I spoke with today barely told me what to do with the equipment so of course I still have it! Cox is definitely not "my friend in the digital age" because I do not associate myself with liars, thieves, or crooks!
     
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Posted by Alain on 2011-12-28:
You may want to take a look at your states attorney generals consumer protection website, http://www.azag.gov/consumer
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COX TV– terrible service, user-unfriendly interface
Posted by Dobrydy31 on 10/01/2011
We switched to COX recently, but given an opportunity, we would switch in a heartbeat to any other cable company. Unfortunately COX is a monopoly in our area, and they could care less about customer service and general usability of their product.

First, service is very unreliable; in any given time many channels are off air and can’t be accessed. Only free air channels work consistently, so if you like to watch HBO or MSNBC, you may be out of luck. However, they bill for the channels that are not available half the time. In all fairness they should issue refunds to the customers who they shortchange on a regular basis.

Second, the programming guide (the grid) is unusable. You can’t make favorites list for the grid, so even if you have your favorites on TV remote, you will have to scroll through all channels on the programming guide. There is about a thousand channels there that we do not subscribe to, including those off air, but they’re still are in the guide lineup.

There is no other way to find out what’s on. It may not sound as a big deal, but it is extremely frustrating, because you simply can’t find what’s on right now, flipping through hundreds and hundreds of cannels you do not want.

This mess makes it impossible to find out what will be on next – you have to flip through all the cannels. COX does not have picture in picture, so if you switch to guide, you can’t continue watching what you’re watching.

Third, COX constantly rearranges its lineup. However, abandoned channels stay on and there is no way to skip them! So if you flip with your remote, sometimes dozen of empty channels show up with horrible screeching noise before you actually get to watch something. There is no way to get rid of them; they stay in the lineup, sometimes for months which is very aggravating. And when COX migrates their channels, all the numbering changes, without warning, but all these empty channels will show up in your favorites and there’s no way to get rid of them.

COX cable is probably the worst product in the world, but they have very aggressive marketing and they are a monopoly. If you have nay other choice, stay away. The only result of our switching to COX cable is that we are watching considerably less TV, because it is simply impossible to watch!
     
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Posted by Alain on 2011-10-03:
Tell Cox about this via http://ww2.cox.com/aboutus/contact-us.cox
and also report the problems via
http://www.fcc.gov/complaints
http://www.ftccomplaintassistant.gov
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Cox charges twice for the same service.
Posted by Bentnote on 03/25/2011
On my bill Cox charges $ 19.99 for Cox TV Starter and $ 37.00 for Expanded Service.

If you look on the Guide all the channels in the Cox starter are are also listed in Expanded Service. It's redundant. They charge twice for the same channels.

If you have Expanded service why do you also need Cox Starter?
     
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Posted by azRider on 2011-03-25:
I don't have Cox, but I think what they are showing is that in expanded you have all the services in the starter PLUS the extra features of the expanded. so they are not actually charging you twice, your paying $17 more for the extra features. whatever they may be.
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Awful Customer Service
Posted by Ssalon on 01/06/2011
We had cable TV from Cox at 3 locations with 7 to 10 paying customers at each site. We then learned that we qualified for a commercial viewing account with DirectTV, Dish, etc. We asked Cox about and they said no, so we moved. After we shut down the accounts, their customer service team messed up on one of our accounts and didn't close it. For 6 months we have been calling and emailing them. In October a supposed supervisor reviewed our account and said she would call back as they owed us money on one account and we owed on another. we kept calling every month, only once did someone bother to return our call. We have stacks of emails we have sent them with no response for months. Long story short we just received last week a check for the credit on the one account, and now they turned us into a collection agency for the other account that they messed up turning off (which they have verified that they messed up).

AVOID THIS COMPANY. They have no customer service.
     
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