Cox Communications Inc - Page 2

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1.2 out of 5, based on 18 ratings and
70 reviews & complaints.
www.cox.com

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

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

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

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

     
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Lying and Price Increase
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

OMAHA, NEBRASKA -- I signed up for Cox Contour in Jan. 2014 at a local Cox store. The customer representative quoted me a price of 142.00 locked in for two years. I get my new bill and find out my price will go up to 225.96 because there were some promotional rates included in my price that I was not told about. If I had been told what my price would increase to, I would not have signed up.

Talking to any Cox representative is like talking to the wall. It seems that they have this complaint so often that they read their response to you from a script. I know because I talked to 3 customer reps and they all repeated the same phrase word for word. What a joke of a company. Go with Dish, Direct TV or any company that is honest. I hate a being lied to.

     
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Worst Customer Service I Have Ever Seen
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WICHITA, KANSAS -- Called over 20 times try to reach a person. CSR answers phone and transfers me to tech support. Then hang up on me. This happened 7 times in a row. Even after got through to a manager I waited 40 mins. Then hang up on me. Still no tech to install device. Was supposed to be here yesterday to reconnect to the pole. Which was disconnected because my bill was late (I was out of town) and I paid reconnect fee and tech could not even connect computers to the internet. Some friend in digital age. More like take money and give nothing!

     
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First Day of Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

JUNCTION CITY, KANSAS -- I just received Cox Cable today and I am already unsatisfied with my services. My channels in my bedroom (HD and Standard) do not work. I called customer service and I was on hold for a good 20 minutes before I was connected to a representative. I'm used to customer service having such long wait times, so I didn't pay it much mind.

When I was connected to a representative he reset my cable box and told us to call back in an hour if it wasn't working. We waited an hour and our services were still out. We called again, waiting another 20 minutes, and we were connected with the same rep, who seemed like he was unsure of what he was doing. He put me on hold while he tried to "fix our problem but the call dropped." I didn't receive a call back. So I called back a third time and was connected with the same gentlemen. He said the call was disconnected and tried to reset my box AGAIN... still nothing.

I asked him if he could please call me back if the call was disconnected again and he assured me he would. The call was DISCONNECTED AGAIN... AND THERE WAS NO CALL BACK. This all happened the day on my first day of service with COX. This was very discouraging. I now have no service and will have to wait until tomorrow to speak with someone. The 24/7 tech support seems to be closed. GO FIGURE. Thank you Cox.

     
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False Advertising and BAIT and SWITCH
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Rating: 2/51

PARMA, OHIO -- I have had Cox cable over a year now. I started out with only cable with one box. I thought I could get a better deal so I contacted other providers for quotes. Not long after I got off the phone with Direct TV did COX contact me and tell me "as a preferred customer we have a special deal for you" - they quoted me at $89.99 price lock guarantee for 24 months if I bundled internet, cable and phone. Well I received my first bill since the change and come to find out I did not get the deal I was promised.. Instead they are charging me $142.47 before taxes!! I think this is wrong and I am Very Upset.

     
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Very Poor Service Along With False Advertisement
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Rating: 1/51

WARWICK, RHODE ISLAND -- I have been a Cox customer since 2009. I have never been late on a payment and I always pay the full amount. I noticed the past year of 2013 they been adding on things that they should not have, such as 411 calls that I never made, mind you I am alone. They also say they will credit your account and never do! When you call them to ask questions they are extremely rude and do not correct the problem. The beginning of this year I was told that I was locked in at 120.00 monthly! NOT! They started charging me more and more!

So one day before my bill was even due I was shut off (their fault). The woman from tech support apologized and then turned my service back on saying "I would not be charged for the shut off." Well I was... I want everyone to know how much they have scammed me and warn others not to go with them!

     
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I Learned Not to Trust Anything They Told Me!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SAN DIEGO -- Two or three times in past years, we received ads from Cox Communications about changing our phone service. Each time, I wrote down all their information their phone reps gave, and each time I called back, their answers changed, so I just wasted my time.

Well this time, they had some package deal with phone service, updated cable TV, and internet service, and this time, the stories did not change, so we agreed to switch. No one showed up for our appointment! No one called to explain! When we left a message for the person who took our order, she didn't call back. A couple of days later, we called for a manager and were told that they had canceled our order! No explanation but to say that they had called us a few days earlier and left a message on our machine saying that we were required to also have our long distance service with them.

First, this was a lie - they left no such message! Second, the phone reps had never told us that we were required to have our long distance service with Cox in order to get the package. Third, there was no justification for standing us up and not calling us back.

You cannot trust what Cox tells you. In fact, when we placed the order, because of past bad experiences, I asked the representative to email to me the details we had discussed. She promised to do so but never did! I imagine that's because with Cox changing their story constantly, she didn't want our understanding to be on record!

     
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Run Around and High Prices
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PENSACOLA, FLORIDA -- We have Cox for cable and internet. It started with high prices, but after a short time the 'special' offer disappears and the price goes up even more. I tried calling to see if there was something they can do to bring down prices. First I'm put on hold for a long time and then I speak to someone who tells me I could get lower prices if I bundled and added a phone. Well, I don't own a landline phone. She told me there was nothing she could do unless I bought a phone and then suddenly I'm talking to someone new who is asking me the same questions again. No warning or reason for the transfer. This lady has no idea why I was transferred.

Next I get someone coming to my door saying he is a Cox Representative and can lower my price. Again it's by bundling but now I don't need to have a phone, just pretend I have one. I set up an appointment with him so my husband and I can discuss this. He shows up 45 minutes late without a phone call saying he'd be late. By that time my husband had to leave. Luckily we'll be moving in a year and can get away from Cox. What a pain trying to work with these people. Extremely high prices for limited service. No professionalism at all.

Company Response 06/11/2013:

Hi There,

I think I'd be just as upset if in your shoes, and I apologize that your experience with us has not met the high standards I wish for all of our customers. Being "cold" transferred is especially frustrating!

If you'd like, I can take a look at what campaigns you may be able to take advantage of and reach out to you to discuss your options. Feel free to email me at coxhelp@cox.com! I'll do everything I can to help.

Sincerely,
Becky K.
Cox Social Media Support Specialist

     
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EasyPay Nightmare
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

EAST WINDSOR, CONNECTICUT -- Never ever Use EasyPay!!! In mid March I noticed that my cable bill was more than a car payment so I called customer service to get rid of a bunch of my services and cancel my EasyPay. My paycheck wasn't getting deposited for 2 days after the bill would have been withdrawn so I just wanted them to send me a bill for balance after the service cancellations. Well they didn't cancel my services and they took the money out anyway so my account ended up getting overdrawn. I called and complained. They assured me that it was a mistake - they would credit my account and they cancelled my service.

Well 1 week later they took the money out again and the whole thing started all over again. Except my account was not credited and my bank account was over drawn again. I called again only to find out that it takes 30 days to cancel EasyPay with this company and they had no intentions of ever crediting me anything. No one told me it would take 30 days to cancel EasyPay when I signed up. Now I am forced to cancel my bank account and create a new one so this company no longer has access to my account. This whole thing has cost me over $200 in overdraft charges.

Oh and by the way I cancelled high speed Internet and reduced it to regular speed Internet... there is absolutely no difference in download speed. Save your money and go to another company. This is not a reputable company.

     
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Unfair
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SAN DIEGO, CALIFORNIA -- Cox Communications keeps raising its prices every month. I called them & removed a service to save a couple of dollars. When I checked my bill a couple of months later they had raised the fee on phone to make up for what I had reduced. I called again & they agreed to drop the price for a few months, when the regular price was reinstated, they just upped the price by quite a bit more again to make up for what little I had saved. They are so unfair and unwilling to work with you. I have been with them for 19 years, I think my only alternative now is to switch.

     
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