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1.2 out of 5, based on 17 ratings and
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How Do You Spell "Nightmare"? Cox
Posted by on
NEWPORT, MICHIGAN -- When I decided to move my business from one location to another in Newport, I investigated both Verizon and Cox to see who had the best rate for my needs: telephone, television, internet. At my prior location, I had a Verizon Centrex system and Cox cable services. Cox convinced me they could save me money, so I gave them the go-ahead. And then the nightmare began.

Based on their promise that their technicians would complete their work between 1 P.M. and 3 P.M. on a Tuesday in February, I scheduled my IT company to move the computer network into the new space at 3 P.M. The first team, evidently, thought this was a residential transfer (!) and decided they were not equipped to do the work. My IT technician showed up as scheduled and did what little he could at that point, as he had no lines to work with.

The next morning another team showed up, stood around with their hands in their pockets and said they would be back after a third team finished running the necessary cable. They disappeared and nobody came back that day, except my IT technician, who happened to be working in a nearby town and decided to stop by to complete the job for me. Right.

All this time I am without telephones, without access to my customers, without access to my website (e-commerce), and I’m spending time outdoors in the freezing cold making all these calls to Cox on my cell phone. When on Friday of the week I decided I had had enough and was virtually spitting blood into the telephone, a dispatcher took the situation seriously and decided she COULD get a team back to my store before Monday. I was staring at a retail weekend unable to service customers -- not a good thing in this economy, and a layer of stress I definitely did not need.

Verizon had in the meantime installed my “four” lines and left the premises the day before. Later on the same day we discovered Verizon had left us with only two of the four lines functioning. To their credit, Verizon sent a technician right away to correct the situation.

Fast forward to the next Friday. Cox had shown up during the week in order to port the Centrex system over to their digital bundle I had purchased. They did that and left for the day. Then I discovered my merchant terminal would no longer work. So I couldn’t scan credit cards and the morning sales (when we were still with Verizon) would not be able to autobatch at 11 P.M. that evening.

Once again I called dispatch, who said a technician would meet me the next morning (Saturday) at 10 A.M. I showed up at 9:15 A.M. and hung around waiting. The technician never showed up, nor did I receive a call from anyone.

At noon, with families visiting our marketplace for the festival we host each year, I finally called dispatch to see where the technician was. The dispatcher was as upset as I over the whole mess that had begun a week earlier, and told me the technician was still on his 8 A.M. to 10 A.M. call and she'd call me right back. I guess my crystal ball was down for the day, otherwise I guess I would have known that, right? She added to my misery by telling me when she called back that the on-call technician wasn’t answering the page.

Long story short, someone finally showed up in the middle of the afternoon and had no idea what to do. He did, however, have the sense to call someone who understood merchant terminals and guessed our problem was the “9” required to access an outside line with Centrex was never removed from the merchant terminal. After calling my merchant service provider’s tech support, we got the problem straightened out and my merchant terminal now works.

As of today, two weeks after the first phase of the nightmare, I still cannot set up my voice mail as I had it before, with separate boxes for store hours, private messages, etc., etc. Although I’ve called telephone support in the commercial division three separate times, I’m left to decay on the telephone while they put me on hold in order to learn on the job. The final insult today was I was told I needed to speak to someone in sales and they would connect me. They actually disconnected me while I waited.

So another weekend is upon us, with another business limping along compliments of Cox, our friend in the digital age. My advice to anyone considering Cox? Run, don’t walk, in the opposite direction. The incompetence throughout that organization is astounding. Nor did I receive a phone call or letter of apology for the loss of sales or the additional stress caused by their mindless work.

One thing all dispatchers and I agree on: Cox has definite problems in levels of expertise among their road crew. Maybe instead of holding customers hostage by stuffing all those cute little commercials with robots down our throats, Cox should consider investing money in training everyone from the CSRs and support staff (who keep us holding far too long on business phones) to the road crews. The one thing that is definitely missing is a simple concept called "courtesy".

Should a business customer have to call 25 times during the course of two weeks?

Then there is the email server that goes down how many times a year? But that's story for another day.
     
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Poor Customer Service
Posted by on
SAN DIEGO, CALIFORNIA -- Friday, March 14, 2008
From: Steven D. Hill (stevehill@cox.net)

Subject: Letter of Complaint

On Friday, March 14, 2008 at approximately 6 pm I called your tech support department in an attempt to resolve an internet issue. I explained to your rep that because of ongoing construction issue that I had physically moved my internet cable from one location to another. The gentleman tried to convince me that I did not have a problem and that everything was OK. That was a little annoying in that I have 20 years electronic experience but I was calm and told him I had a splitter issue and that it had a 7 db loss and that I needed an amplifier to push the signal past the splitter. He told me that everything was fine. So I told him thank you and that I would call back when the problem re-occurred. I waited 15 minutes and called another tech. This time after explaining the gentleman told me you only get one internet connection and that I needed to put the modem back where it originally was. Again, calmly, I explained that I have a 3500 square foot home and running a cable down a hallway did not make sense to me. I suggested that an amplifier would resolve this issue and to my surprise he said sir I understand now what you’re saying and I agree with you. The amplifier will resolve this issue. At that time he made an appointment and explained to me that there will be a charge and that the technician will not collect any money on-site, that the amount due would show up on my next billing and that he would call 15 minutes prior to arriving. That he would be there between 10:00 am and 11:00 am this Saturday, March 15th, 2008.

Now that was service! Right up to the point he was stopped by his supervisor that told him that this was a video issue and that I would have to call sales on Monday from 8 am to 5 pm. I admit I was frustrated and asked to speak to his supervisor. After 10 minutes Shawn came on the line. Now to be clear, Shawn was at all times professional, but he would not be moved. I attempted to explain to him that a few years ago this issue came up, the tech came to my home, installed the amplifier and cable and all this was accomplished on a Saturday. I told Shawn I strongly disagreed with his position and was there anything he could do to help and again he would not be moved.

I have been a Cox customer for many many years and Every time I called your company they did everything possible to resolve my issues until I spoke with Shawn. I so do not understand why a technician could not have come to my home as scheduled this Saturday, do you?

I hope I have not been disrespectful toward anyone in your firm as that is not my intention.
I use ALL the Cox services, from your phone to the internet and up to now have been very satisfied. Thank you for your patience and time.

Very Respectfully,

Steve Hill
stevehill@cox.net
     
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Anonymous on 2008-03-15:
Wow. You sound very nice and proffessional for an upset customer. As a manager myself (for another company) I would be more than willing to help if you are as nice as you sound in the complaint. However, also as a manager, many times my hands are tied by NEW regulations due to the insurmountable dishonesty. Many times the only way to bypass this is to keep climbing the manager ladder until there is someone whose job would be unaffected by bending rules. If this supervisor had the capability do so, then he would not want the complaint to go to his supervisor. As a customer you have a right to request a reasonable satisfactory solution but keep in mind the supervisor may have had to stop the technician for reasons he may not be able to disclose. My suggestion: Go up ONE level, tell them calmly that you are not satisfied, and suggest a solution like maybe a credit. That is usually pretty easy and if they won't, it may be time for another company. Good luck!
Ladderman on 2008-07-04:
With experience dealing with that, the reason why he did not want you to move that modem is hopefully when you were first installed, they spevifically hooked your cable/telephone modem a certain way to get the most signal to you. They do not want your modem to run through an amplifier, because Cox as all cable companies have had issues with reliability hooked up like that. That amplifier should be at all costs used after the spitter that feed's your modem. Cox does NOT want you to have continuing issues. That is why they hook things up a specific way. The person on the phone should have just sent out a tech in the beginning, to switch around your splitter configuration for the room you now wanted the modem in. Plus those technicians have to check for return noise to make sure you don't have an issue with the outlet you want that modem to work off of. Not doing those things could cripple your reliability of service you pay dearly for. If you want all you pay for, the only right way to have things done is to have their technician personally come out & check your levels, and document everything. When things try to get done without tech's being called out, that is when things fall apart, and you as a paying customer deserve more. If you run into this again by moving your modem again. Call them. Sure you may work, but those guys can find issues that are not affecting you yet. Why not have something repaired before it causes you a problem? I hope everything is better now.
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Lying and price increase
Posted by on
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
Posted by on
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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kristine on 2013-12-26:
That's what exactly happened to me...but they have a good tv commercial...anyway :-(
I always pay my bills on time,, but I always have poor internet signal.
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First Day Of Service
Posted by on
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
Posted by on
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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Weedwhacked on 2013-07-19:
Did you get anything in writing that says $89.99? If not, its your word against theirs.
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Very Poor Service Along With False Advertisement
Posted by on
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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Chris on 2013-07-09:
I think I'd be upset too if all that was going on with my bill. I want to take a look and see what I can due to help. If you still need assistance I can be reached at coxhelp@cox.com.

-Chris
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I Learned Not to Trust Anything They Told Me!
Posted by on
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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Becky on 2013-07-02:
Hi Walt,

Yikes! One of my biggest pet peeves is when someone (or, as in your case, a company) fails to keep their word. I wholeheartedly apologize! I haven't heard that long distance is a requirement in our bundled offers, but we should definitely have provided that info in the beginning. I would like the opportunity to investigate this issue for you! Please email me at coxhelp@cox.com so I can make this right!

Sincerely,
Becky K.
Cox Social Media Support Specialist
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Run Around and High Prices
Posted by on
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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Easy Pay Nightmare
Posted by on
Rating: 1/51
EAST WINDSOR, CONNECTICUT -- Never ever Use Easy-Pay!!!!
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 easy pay. 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 easy pay with this company and they had no intentions of ever crediting me anything. No one told me it would take 30 days to cancel easy pay 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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yoke on 2013-04-12:
The billing department in CT is awful with Cox. Had an issue a few months ago where they said I was a month behind. I knew I was not since I looked at my banking statement and saw that the amount was taken out a week before the due date. I was told that it can take up to 3 weeks of batches for it to show up on my account. Cox is the one that is a month behind in crediting some accounts, not the customer.
Mathew on 2013-11-13:
I don't recall signing up for easypay, but I'm on it. I've searched their site and there's no option to cancel it. Now I know that I'll have to call to cancel and hope this nightmare doesn't happen to me.

I'm paying for my mother's cable via Cox. The one thing I notice is that their so-called "Premium" channels are all commercial channels. I live in New Jersey where Premium means commercial free. I'm appalled that they're charging so much for channels choked full of commercials. It's a ripp-off.
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