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Cox Communications Inc Cable Consumer Reviews

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Cox won't fix my broken Cable internet
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

EL CAJON, CALIFORNIA -- I hope those who are working with issues can get support with Cox. Apparently, I have had the worst time of my life trying to get them to fix my issues. Here is a brief re-cap of what recently happened…
Cable internet service went down, not internet and none of my cox services were working. I was working from home and use my internet at home as an essential way to get my work done. I then called Cox cable, the tech had me reboot my modem over and over (close to 10 times). Signal never came up until 2+ hours later. I ended up missing my work deadlines because of this and put my work in real jeopardy. Eventually it came back and the modem was finally getting a steady signal. But upon further inspection, my router died. It was never rebooted and it was left on the whole time. It also important to mention my router is on a UPS and would not be powered off or surged unless it was physically done. I did some trouble-shooting, and discovered that the many reboots may have surged the router on the wan line over the Ethernet from the modem. I wasn't sure, but being a Network engineer of 20 yrs, I tested it out. I put a volt meter on the Ethernet from modem. Everything seemed fine. But upon recreating the issue, I rebooted the modem, and an electrical surged seemed to come out of the modem. This is very unlike anything I've seen before. So I tested it again, again, and again. Each time with the same results.
I called and reported this faulty modem to Cox cable. They opened a ticket to replace the devices. But within an hour (when I followed up) they closed it. I asked for an explanation, they shared that there is no electricity over Ethernet. Being a Network engineer of 20 years and a BA in Electrical Engineering, I knew they gave me a wrong justification. Plus, the volt meter is net and very accurate. Cox also refused to trouble-shoot more and denied having a tech to check it out. Refusing by means of the issue is resolved and not more of Cox's resources can be spent on this. I was very upset to hear this. So I filed a complaint. The tech who filed it also arranged to have a tech come out, since I was unjustly denied this before. A few days later I called to check on the complaint, just to find out that there was no action done, and an executive Cox representative decided to cancel my onsite tech request. Wen I spoke to another rep, he said I was right, that the modem does transmit electrical signals over Ethernet to the router. And that the modem will probably need to be looked at…. Since the router was previously destroyed I had borrowed an older router to work from home with. But it also was surged from the modem. I performed the same tests again and saw the electrical surged from the modem each time it rebooted. I then tested this from a friends house who has cox. His modem did not send an electrical surge when powered on/off. So I know mine was defective. I then consulted a snr Network Engineer from a IT company. They analyzed this and confirmed the issue and said I need this modem replaced asap.
I called Cox again, spoke to another agent and shared what was happening. I also shared how an Executive Cox representative seems to block all my requests to have a tech come onsite to test the modem. I asked for a complaint to be filed and a solution be set in place. He did this and offered a small credit in response of the bad customer service I had been receiving and setup for a tech to come out.
Later, the executive Cox representative (Brian) called me and aggressively shared how he was denying any techs to service my house. And that he had reversed my credit for bad service. I argued, complained and denied everything. Even changed the reported issue that I had previously reported. I was very upset how he handled himself, and thought of it as an attack, unprofessional, and very negative. I politely shared how I can't handle this type of conversation with him, since I'm at work. And said I had to go and hung up. The entire time he was practically yelling at me and talking over me as I excused myself from the conversation.
Now I find myself with 2 broken routers, 1 broken modem, and ow customer service to trouble-shoot or make amends. I've never been treated like this by a company and find the customer service to be unprofessional, highly negative, and really have no interest in assisting with problems that their equipment is causing.

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Failed Agreement **AGAIN**
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

OKLA, OKLAHOMA -- My economy package was up for the 12 months, so I called on 11-15-16 to discontinue service unless they could offer me another low cost package for another 12 months due to my low income. Josette was so friendly and said "I am so good at my job. I really think you're going to love this package I have made for you. He said "you will have all the channels you had on the economy package plus you will have TLC and approx. a 100 more channels and your internet speed will go up to 50." I hesitated for a moment and explained to Josette that I have been told things in the past by Cox and they do not follow thru on their promises.

So forgive me but I am going to make 100% clear on what you say you're going to give me and for the amount so that there is no confusion when I get my bill. So I repeated back to Josette everything above that he said at least 5 times and Josette was laughing saying, "Yes I told you, I was good" and again reassured me all for the cost of $105.00 a month good until Nov 2017. So finally feeling that everything was very clear I thank him for this package and hung up.

The next day, 11-16-16, I noticed that every channel that he promised was only working in bedroom but not in living room. So I called C/S and noticed that the recorded info did not give out the correct amount due so when Jasmin answered I explained "well first off I was calling because of channel not working" so she rebooted and that problem was solved. But now is when all the deceitful lies start taking place. I explained to Jasmin that the recording was stating my bal. would be $139.95 and I was told just yesterday by Josette that I would be getting this package for $105.00 a month for 1 year.

I said I repeated back to him what he was offering and the cost at least 5 times. I want the recording of our conversation to be pulled up and listened to by a supervisor. Jasmin apologized and said she would write-up a request for this recording to be listen to and a supervisor to call me back.

As of 11-29-16, no call back. So I called Cox but every time I would put in my pin it would hang up on me. So I sent a detailed text and again requested a supervisor to call me back. As of 12-2-16, no call back. I called Cox and s/w Lydia she transferred me to a supervisor. Now speaking with Gary in Virginia, emp# **, I explained all to him and he says, "Yes, I see right here where Josette did right up your package and it was for $105.00 but for some reason later he canceled it and put it back in at this $139 price."

I said I want that recording pulled up and listened to. Your co. can't cont making these false promise! Gary said the only one that can pull up an employee recording is their own supervisor, he will put in this request but it may take Josette supervisor up to 72 hrs to call me back.

As of 12-17-16, no return calls but they did send me a text saying they were going to disconnect my service. So I called Again and s/w Dennis. After he read all the notes, he said "Well before I transfer you over to a supervisor let me at least extend your disconnect date until the 25th of Dec." That will give them time to work on this failed promise. (I thought to myself, "Wow I never called it that but that is exactly what it is and they themselves must have noted it that way." Failed promise.)

Now s/w Doug in retention in Virginia. Now this is the first time someone just came straight out and said "we can not give you what Josette offered you but I assure you he will be reprimanded for this." I said "do you think that in any way should make this Ok? No!" When your employees make up packages and then tell the customer 'and this is the cost I can give it to you for and it is good for one year' that is what it should be. NO excuse.

Where's the integrity of this company. Word of mouth can make or break a company. Yes even Cox Communications. Then I thought I'd give it one more shot to s/w another supervisor. Transfer to Erik in Arizona emp #**. He responded by saying "I don't know why anyone ever told you they were going to have Josette supervisor call you back, there is no way of requesting this."

I said "I have talked to way too many reps and no this is not true. Just another lie. Playing the dumb card. They really just don't care is the bottom line! Like I said, it's not the 1st time this has happened! Is it legal to promise you one thing and then change it after you hang up. Their company states all calls are recorded!

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The Most Dissipointing Customer Service Experience Ever
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ARIZONA -- I have been a Cox customer for over 20 years. My current account says 13 years but I believe that is because when I was married it was in my wife's name. And really it should not matter how long I have been a customer to be able to receive good customer service. Good customer service, this is something I do know about because I have owned two businesses in Arizona for 30 years. In 30 years you really see a lot of good, bad, and ugly.

Unfortunately there has been very little good with Cox in the entire time I have been a customer. To be completely truthful, the only reason I am with Cox at all anymore is because there is not a good alternative for high speed internet in my location and I need this for my business.

Over the years I have stopped using Cox cable TV, home phone, office phone and internet. You can add that up and it comes to a pretty hefty sum of money over time. I have discontinued these services for one reason and one reason only, horrible customer service. After all these years and all the bad things that have happened (I will not list them all but the number is large), I think what has happened today is the most disturbing, disappointing, and maddening. I think as you read what has happened, you may feel the same way.

I certainly urge you all to do the same as me and contact the corporation commission, the newspapers, the TV stations, the radio stations, and certainly post your frustrations to as many online sites as you can find. This will really be the only way that Cox will hear any of this. They have really surrounded their company managers with any authority in an impossible frustrating gauntlet of steps, red tape, non-helpful supervisors with no authority so you just finally give-up trying to get a solution that is good for you, the customer. I have been directly lied to again today by a Cox representative and I knew he was lying when he did it.

So here is my latest story. As I mentioned, I no longer have Cox cable. But a need has come up that I needed Cox cable for a week. Here is the reason. My sister has frontal lobe dementia. She has a routine every day that she does and becomes very agitated when something is not the same. We are repainting her home and putting all new flooring in the home she shares with live in care givers that are there 24/7. It is an older home and was in desperate need of updating. So while the work is being done, she and her live in care giver have moved in with my son and I until the work is done.

We took a lot of time to make sure the room was set up like her room at home, even bringing over many items for the room. We set up the bathroom so it is like hers, got all the same groceries, and more. One thing that my sister does every day is watch the Game Show Network. All day, every day. That and play solitaire on her iPad are the two things she does religiously. Knowing this, I contacted Cox two weeks ago. I explained to them the situation and that my sister was paying over $200 a month for cable at her home and although all I had was Cox internet at the time, I have been a customer for 20 years.

I explained I was looking for some help in getting cable for a week and completely explained why. I was first told that they could close my sister's account and move her service. Since every time I have moved service with Cox, and I figure that has been about 10 times, they have screwed up the move, I decided that was not the best solution. In addition, that young man was going to charge us installation fees 2-3 times. I asked to speak with a supervisor. After a 35 minute wait, I was connected with someone that said they would have someone call me in the morning.

That did not happen and when I called to try to track that info down, I was told that the previous customer services people, including the supervisor, had not put in notes, so I would have to start the process over and explain it all. After speaking with 3 more people a customer service supervisor apologized and said he would help me. He even said he would give me a free month with a box so it would not cost anything. This is sounding better, right???

My sister moved over to my home last night. Since it was a holiday yesterday I could not get the Cox box until today. I showed up right at 10 am when they open and picked up the box. Got home, box broken, customer service tells me to bring it back, get another. (After troubleshooting and resetting 5 times.) I drive all the way back to Cox, get another box, drive home and hook it up. Not all the channels are working (yep, no Game Show Network). Cox takes me through another hour of troubleshooting. They now say they think someone will need to come out and check the line (did I mention, I thought ahead and actually had them send someone out last week to do that).

They say they cannot get anyone out to our home until late afternoon tomorrow. It is now after 1 pm and remember my sister!!! Not doing well at this point. I explain I really need someone out today, can they please check with dispatch to see what we can do. I was told that I would have to be transferred to a department that can help me. I was then put on hold for 45 minutes. When the gentleman came on the line that supposedly could help expedite the situation, guess what he told me?? He could help either.

After a much more INVOLVED conversation with him, he promised he would contact dispatch and see if we could get something done sooner. (Did I mention that I knew he was lying to me right then?) I asked if he could just put me on hold while he took care of that because in the past when I am told from Cox that they will get on it and someone will get back with me soon. I NEVER get a call back.

At this point, I said tomorrow will not do. In 20 years I have never asked anything like this. I have paid my bill and been a good little sheep. Now I actually need help, compassion, and understanding, action, results. This man told me that someone would call me back and at the very least he would. That call in total was 1 hour and 40 minutes. He never called back, no one ever called back.

I have a sister with a disease that just needed Game Show Network working by today. I was proactive and started this process over two weeks ago. I was proactive again last week having someone come out to make sure everything was ok for when we did get the box. I was proactive today in going to Cox and picking up not one but two boxes. I was proactive but being on the phone today with Cox for about 3 hours total. Cox, what more do you want from a customer??? Are you kidding?? You should ALL be ashamed of yourselves.

And by all, I mean, in no particular order, the employees that could not help me initially, the employees that did not take notes of what was obviously not an important enough call for them, those that said they would call me back TODAY, the management that has put a system in place that make it impossible for me to get customer service, the corporation commission that allows this kind of business practice to go on year after year, the stock holders that do not demand more (because if you did, you would have more business and make more money) and customers like me that put up with this time after time.

Cox, you owe my sister a big SORRY!!! She is the most wonderful, loving, kind person in the world. I certainly feel like I let her down today and have no idea what tomorrow holds. Shame on you Cox. You really should be ashamed as a company and especially those employees that had a direct hand in not helping us.

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

YUKON, OKLAHOMA -- I added cable to my internet service and received the boxes on a Tuesday by Saturday after many calls and transferred at least 20 times our new cable was not hooked up. Also, they had forgot to even send a 4 box that I had ordered. Every time we talked to a representative they did not now why we was calling. Ended up canceling service and mailing boxes back, due to not ever getting service hooked up. Another problem was saying a tech would show up, but he never did. Going back to Dish!

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They will steal from you.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

OMAHA, NEBRASKA -- I have had Cox for internet services for years and in December of 2019 was going to switch my cable over to them from DirecTV. On 12/16/19 the Cox tech came to my house to do the install, after disconnecting everything including my current Cox internet he said he couldn't do the install and another tech would need to come out and do it. At that point I asked him if we at least had working cable and internet as my wife has an in home daycare and I usually work from home, he assured me we did and packed everything up and left, however we did not. I called Cox on 12/16/19 and asked for someone to come out and hook stuff back up and was told they could not so I said forget it just cancel the cable and phone, leave the internet and I will figure out how to hook it up. On 1/21/20 I received a $300+ bill from Cox and called to see what was going on as my bill should be for $112 for just internet. The person on the phone said it was for cable, phone and internet, after over 45 minutes on the phone he said he got it all fixed. On 2/18/20 I received another bill, this time for $711.20. I again called to see what was going on and this time I was being charged for equipment that was never installed and never in my possession, after an hour on the phone they said they escalated it and I would here something back by 2/21/20. That never happened and today 2/28/20 my checking account got hit for the full $711.20, I again called and one person started telling me it was from equipment from 2018 and not 2019 but I let her know that I had the return receipt from 2018 and when the supervisor came on she went back to 2019. I have all 5+ hours of these conversations on recording for proof that they flat out stole my money.

Replies
The Worst and Terrible Customer Service a Nightmare
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

TUCSON, ARIZONA -- This company has been a nightmare to deal with. For years I only kept the internet service which was fine for good reason because they have always been horrible but was happy at the internet service I was receiving. The moment I upgraded it went smoothly. I got a decent bundle great price they honored it. Then I had to move. They kept my same service agreement and waived the installation fees. This is where all hell broke loose. My bill went from $200 to $1000 then to $800. 3 months it takes them to fix my account at the same time unable to get the appropriate department to fix it instead I'm put through a gauntlet of inept untrained reps clueless “supervisor” who have no clue about their products or services.

Their customer service is so poor a supervisor is always busy. The worst customer service reps ever who have no clue what their services are or what they provide. They are clueless robots who browbeat you with scripted responses and insincere apologies then when it gets too out their depth they hang up on you and you get put through the gauntlet again or worse put you in hold limbo. The worst company and customer service ever. I'm filing a FCC complaint and contacting a lawyer based on all these poor responses. There should be a class action suit on this company for unethical fees and charges. They sell you movies digital copy movies at the same rate as Apple Or Amazon only you don't really own the movies you supposedly purchase.

What they don't tell you or warn you about is that once you don't have Cox service you don't have access to the movies you purchased and supposedly own!!! God forbid you're relocated or move to an area that Cox doesn't have service. Well they took your money and the movies you purchased. That's fraud. They make the customer think they were sold something they really weren't. This is the worst company ever.

Replies
Rude manager Brianna valdiva
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LAS VEGAS, NEVADA -- The store manager Brianna valdiva (had to get her name off her nametag) is extremely rude and disrespectful. Their hours are supposedly 10am-4pm and they closed earlier than 4pm. I asked her for her name and she told me I didn't need to know her name. I'm sitting here 9 months pregnant and due at anytime!! And have been getting the run around about returning this $200 modem since the weekend!! I finally find the place and they close early but yet keep telling people they close at 4pm. This rude lady does not need to run a store and maybe needs further training on customer service

Replies
Never Got Installed
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NICEVILLE, FLORIDA -- I scheduled a brand new service to start in Niceville FL at an apartment that I had just moved into. The appointment was scheduled for a Friday morning. I had called to reschedule it later in the week and even received email confirmation that it had been rescheduled. Come Friday, the tech had not shown up during the allotted 2-hour window so I called Cox- only to discover that no appointment had ever been scheduled - or perhaps more accurately, it had been canceled. Their next available date for an install would be on Monday, so I immediately canceled my account.

There was not even the slightest effort to recover me as a customer or to make it right, which further solidified my decision. Ended up having Century Link do an installation for less than half of the quoted price from Cox. So, thank you, Cox. Your incompetence saved me a good deal of money in the long-run.

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Downgraded my TV cable after 31 years
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SUN CITY WEST, ARIZONA -- This review is for COX TV, Internet, Home line Bundle in general. Not just one store. I have been with COX for quite a while. I now want to change providers. They are getting very expensive, customer service is not helpful and there are always issues with TV transmissions. They keep on giving out promotions which aren't actually a bargain to begin with and when so called promotion ends the price skyrockets. This just happened to me where a promotion I didn't even know I was on ended and my bill would go up $55 a month to where the bundle package was well over $200 a month. So their solution was to drop me to COX economy and take away TV channels I did have. So much for loyal customers. They gave me no other options than to downgrade. No more. I will be with another carrier very soon. Do not use COX

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

SCOTTSDALE, ARIZONA -- Over the past year, I have spent an innumerable amount of time trying to figure out why my cable TV does not always work. I cannot access channels that I pay for and sometimes cannot even turn on my TV. Every time, despite an average time on the phone of 30-45 minutes, I am told that they have no idea what is wrong. They "reboot" the boxes and the situation is temporarily fixed. A couple of weeks go by and then the problem happens again. Again, the same process occurs.

Never is there any kind of solution offered. I am told that I can take all of my boxes to the store to have them assessed yet no other solution is offered to me. I feel that I am paying far too much money for absolutely NO answers!!! I strongly recommend that you take your business elsewhere. Pay another company the same amount and you may get better answers.

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Cox Communications Inc Cable Rating:
Star Empty star Empty star Empty star Empty star
1.2 out of 5, based on 17 ratings and
44 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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