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68 Reviews & Complaints
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Non-Customer Service
Posted by Chrisj1025 on 10/28/2012
Poor customer service, an attitude to boot. Telling us we should have purchased a "protection package" for another $5.95 a month. Already spending more than needed because the "bundle" is supposed to save us money, ha! Don't think so. Time to start shopping for a new provider, see ya Cox! Sadly we've wasted way to many years as a customer....
     
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Unfair
Posted by Carmgraphics on 03/10/2012
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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Posted by sabletaz on 2012-03-10:
I would switch, they obviously don't care that you've been with them for over 19 years.
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Basic\Expanded Service
Posted by Juladams648 on 08/14/2011
Today I went down to the Cox Store to return a box and to find out how I could lower my bill from $184 to around $100. I was informed that in order to get the HD channels I must have the Expanded Service. After several times of asking the guy at Cox to help to get to around $100, he says 'oh, you don't have a discount on your bundle'. So, he immediately gives us a $14.99 discount. After all this our bill is only $40 lower not the $80 or so we needed. He finally told us that we should call the retention department and they should be able to help us. That was a bit irritating, as I'm at the store why should I have to call someone. I finally just gave up and left. Then as I'm driving home I thought about the fact that I have been paying the full price for the last 9 months. So, I'm asking them to credit my account $14.99 for the additional 8 months and I will also talk to the retention department. It seems like such a scam...the pricing is like a really big secret they can't tell anyone. I'm extremely fed up and I'm really tired of them sucking my money away! So, be careful with the HD and make sure you are getting the proper pricing.
     
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Posted by Anonymous on 2011-08-14:
Cox cable prices are pretty high. I have no idea why the workers in the store are no longer able to do the work the 'retention' folks can. They use to be really helpful. Now, not so much.
Posted by jonthethird on 2011-08-14:
Every time a basketball player gets a $50 million contract, cable tv rates go up .10. If the carriage contracts with ESPN, for example, did not call for mandatory carriage in the lower 36 in all expanded basic tiers, IF the cable companies could put sports in a premium tier, the price of expanded basic would drop significantly.
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100.00 Cashback Rebate Scam
Posted by Robme3g851 on 05/24/2011
On Jan 6, 2011 I had my cox service installed, TV internet and phone. I was told I would get the rebate form in the mail for the 100.00 rebate. after about 4 weeks I did receive the rebate form, I filled it out (made copies) and copies of my first 2 bills. Going into June now and the website to check the status of my refundstill says "processing". I call the cable company and speak to a bleep. He proceeds to tell me that I don't qualify for the rebate anymore because I stopped being a customer while they were continously "processig" my rebate from Feb. Today is May 24th. I switched to Verizon 3 weeks ago. Why should that matter? Did it have conditions on the rebate form? NO. Was I obligated to remain a cox customer to get the rebate? NO That sure wasn't any stipulation. Well now when I check the status page on the website low and behold now I don't qualify for the rebate. You tell me, sure sounds like a scam to me. Anyway I contacted Wavy TV ten and the link on the back of their bill http://www.scc.Virginia.gov/puc/inq.aspx. I let them both know that Cox isn't standing by their rebate.

Somehow decided they can change the rules and its okay. Well I'm not okay with that. If you look up complaint regarding rebates from cox (or lack of rebates) their are hundreds of them. I challenge someone at cox cable to step up and do the right thing.
     
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Posted by Alain on 2011-05-25:
You may find filing complaints at
http://www.fcc.gov/complaints
and
http://ftc.gov/bcp/consumer.shtm
useful, as well.
Posted by robme3g851 on 2011-05-26:
I wrote the complaint several days ago, got a call back from a higher up at Cox I know Im not supposed to name names but she was able to correct the situation and is expediting my refund to me. She just called me a few minutes ago. She wants anyone that is having issues not getting prommised rebates from whatever rebate program to call her at 757-222-8436, her first name is Kathy. thanks.
Posted by kayla on 2013-12-13:
I too had the same issue, and although I got my Cox service June 6, 2013, I have yet to recieve my $100 gift card/ rebate 6 months later. And after spending more than 6-8 hours on hold throughout my days off in Oct/ Nov, I was only compensated $50 off my bill which I only owed $132, yet they owed me $100!! Really?? After talking to several people in different levels of management, no one could help me!! I was told last week it will arrive in 4-6 weeks.. So 7-8 months to fulfill a rebate that is supposed to come after 30 days.. COX is a money hungry company that doesn't Value their customers.
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Out right fraud
Posted by Jawn bouy on 05/11/2011
LAS VEGAS -- On my first move three months ago Cox deleted all my emails on a Friday at 5pm. These were reinstated after a complaint and then deleted the next day. I then got a email from cox that all info had been deleted 2 months prior. This is a provable lie. Next, I move into a house and had the service installed and was up and running. The tech warned me that Cox would probably make me buy a new modem. My response was "this ones working fine". His reply was that it would probably get 'zapped'. Sure enough the next day my service was disconnected. The new service tech brought in a new router before he even started diagnostics. In the end he said the router had gone bad. Last but not least, my last address was a 'roomate account which Cox claimed to have no record of and would not be billed for. I checked my account today and they fraudulently billed me $170. So now cox has taken a $65 dollar account and turned it into $400. This is blasphemy. Absolute fraud. And you know what? I have it all recorded on video tape. See you in court Cox.
     
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Posted by yoke on 2011-05-11:
What is a roommate account? If you had an outstanding balance on your other address they will add it onto your new account.
Posted by trmn8r on 2011-05-11:
Good luck in court. I bet Cox has some good attorneys.
Posted by Whiteduck on 2011-05-11:
I bet they don't even show up in court. You'll win a judgement and then, they still won't pay. If you're extremely diligent, you can sue them again to make them pay.

They can do this forever. Lawyers on retainer! Great concept.
Posted by zonie on 2011-06-11:
I hope you win. I admire support your perseverence.
I have never dealt with a worse company
than Cox Cable.
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Raising prices
Posted by Maui2002 on 03/30/2011
NEVADA -- Prices going up. Why? I just got my bill and found my internet service went up $3.00. Three dollars is three dollars. If Cox would quit sending junk mail every other day, they wouldn't need to raise prices. In fact, they may even SAVE A FEW TREES!!!
About 6 months ago I cancelled my cable service. Reason? I got tired of watching commercials. If you don't want commercials, then you pay more for channels that have none. But you still have to pay for the channels that you don't want.
HERES MY 2 CENTS FOR YOU YOUNG ONES. When cable was first introduced, it was based on paying for commercial free channels. Everyone said "YES!". What happened??? Companies PAY (big bucks)to have their commercials aired and we PAY to watch it. And heres another fact to boot yourself. Can you guess who put the satellites up there and whose doing maintenance? Give yourself a pat on the back if your answer is TAX DOLLARS. Again, YOU PAY.
The time to shop around is here.
     
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Posted by Anonymous on 2011-03-30:
I agree Cable is pricey and raising rates is a pain in the ass to the Customer. But cable is a luxury and the alternatives are more costly.

You should also take note allot of networks raise programming rates just about every year and to offset those costs the cable companies pass some of it along to us.


wish they had a al carte option so you could pick the channels you want.
Posted by azRider on 2011-03-30:
tax payers did not pay to put the TV satellites up owned by Directv or dishnet. they were paid for by private money, at very large expense, for a at-profit company's. they were launched with Lockheed-martin boosters (private company) from leased sites from NASA (paid by Lockheed). in the early days cable TV and its pre-cursor( select tv), advertised that they were commercial free. it was clear by late 70's this model was not going to work and they were going to go out of business. opening the cable to advertising provided income streams that allowed the industry to grow. today, because of advertising we now have syfy (hate that name), AMC, TCM, and a host of others that have brought us shows like walking dead, deadwood, boardwalk, monk and pyhsc. all shows that would never exist on free network channel. The cost rises because of inflation, operating cost, union cost or licensing fees. its real simple to solve this issue if you don't like what you pay for. don't buy it, if you do enjoy it, then buy it. the choice of what you spend your money on is always yours.
Posted by DebtorBasher on 2011-03-30:
I was just on their website looking to see if I can find a way to cut down on my Cox Cable...mine was increased $6.00...no way is the programing we get worth the money they charge! Then, they divide up the channel paks so each pack has channels you want. Like the GSN channel that used to be included in one pak is now in a pack you have to pay extra for....yet, they give us all the crappy channels we (or at least most people) never watch. I know they don't have control over the actual programing...but come on...we are paying for channels that run ONE program for an entire day....and they call it marathons. If we can't have a choice of the channels, we should at least have a variety of programs ON those channels. I went through my bill and the offers with a fine tooth comb and can't find any way to cut down on it without losing a good channel here or there. They have us cornered.

When I win the multi million dollar lottery, I'mma gonna buy out Cox Cable and offer everyone package deals...a certain price for a certain number of channels and I will let THEM choose what channels they want! YEAH you just wait until the Basher hits that lottery, Man-O-Man!!! Just Wait!!!
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Cox Deletes Your Property
Posted by Nyes on 12/05/2010
I just found out that Cox now deletes any unread email from the inbox after 60 days. The customer service representative I spoke to, didn't even know that was their policy. I asked for a supervisor and he offered me $10, like that will make up for lost messages!
I had been saving confirmations and receipts in my inbox for the last two years after a family illness forced me to travel and having my emails downloaded on the hard drive at home was inconvenient. Some emails from earlier this year were necessary for my IRS report next year and they're gone!
Cox policy says I have 2 gigs of online storage, I'm currently using 5% of that so why can they delete my messages??? Gmail lets me keep unread emails as long as I want and they're free! Cox has horrible policies and uninformed customer service...and I'm not even mentioning having to wait on hold!
     
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Posted by Anonymous on 2010-12-05:
I was unaware that Cox even allowed for IMAP email. Most ISPs are POP3.

Read your service agreement. I'm sure there is something in there about the email policy.

My suggestion: use GMail. They're clearly better, as you stated.
Posted by Anonymous on 2010-12-05:
jabooty is right. I have Gmail and a yahoo account. I have saved information that dates back to 2007 on Yahoo. They have not deleted any information. Thanks for the heads up on the Cox email. Not a fan of them anyway, but I am stuck with them for cable.
Posted by yoke on 2010-12-05:
Why not read the emails and then save them.
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On hold for 38 minutes!
Posted by Scoots on 11/22/2010
FREDERICKSBURG, VIRGINIA -- As stated.. I was on hold for 38 minutes, that is just ridicules in my opinion. I left Verizon because I thought their customer service had gone south, boy do I miss 10 minutes hold time!! All I wanted to do is find out why I was instructed to click the "publish" button and there was clearly no "publish" button on the screen. I bet it would have taken their tech dept 2 minutes to handle my problem, now there going to loose a new customer.
     
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Posted by Anonymous on 2010-11-22:
They prob had high call volume, best thing you could of done was to call back they also have techs u can chat online with.
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Customer Service
Posted by on 11/13/2010
Last week, we turned on the TV and noticed there was no sound. The picture was there but the sound wasn't. We turned to a few other channels. A few had sound, a few didn't. So I called Cox and they said they had just done an upgrade and walked me through fixing the settings on the TV so that all channels had sound. On Monday, my brother turned on the TV and discovered that some of the channels weren't showing a picture. I called Cox again and they said it was our signal and they said they needed to send a tech out. Their tech came to the house the next day, but the problem had fixed itself. All he did was turn the TV on and all the channels were fine. He said there was no charge and left.
Last night, I logged into their website to pay the bill and saw a $49.95 charge for sending the tech out. The guy didn't fix anything! So I called Cox and the CSR said they always charge a fee to send someone out. She wouldn't waive the fee. I asked to speak to a manager. The manager came on and I explained that the tech didn't do anything so why should we have to pay? She said she'd waive the fee if we bought insurance for $5 a month. I put my sister in law on the phone and she explained all the problems we had been having since their upgrade. The manager still refused to waive the fee unless we bought insurance. My sis in law said to cancel our service. The manager put her on hold.
After 20 minutes of waiting, my sis in law handed the phone to me in frustration. After another 5 minutes, someone came back on the line. It wasn't the manager it was a CSR! The manager had put me back to customer service. I explained my situation to the representative and asked to speak to a manager. The representative was very nice and put me thru to a wonderful woman in their Retention Department. I explained for the fourth time what had happened. The woman was very apologetic for everything that had happened. She said the tech didn't write any notes when he came to the house so she was taking my word that he didn't do anything and she waived the $50 fee. I thanked her and told her not to cancel the service.
An hour later, the picture went out on all channels. I called Cox AGAIN and spoke to someone in technical support. The representative reset the system from his computer and all the channels started working. Now why didn't they just do that the first time I called on Monday?
Overall I am happy that I got the fee waived and the channels fixed. I just hate getting the runaround. I am glad Cox did the right thing in the end and they have kept me as a customer.
     
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Posted by Mpiers on 2010-11-13:
Yep, sounds about right. Your experience matches mine on so many levels.

As for loosing sound and/or picture, before calling cox, try turning off the power to your Cable Box, TV, Tivo, Converter, everything. If it's all on a single power bar, turn off the power bar completely. Wait 2 minutes, turn it back on. That works for me about 75% of the time.

If that doesn't work and you need to have a tech come out, tell them that you DO NOT approve the tech coming into your house. That you ONLY approve them checking the lines outside. As long as they don't step foot in your house, they CANNOT charge you for the call. AND, if they do need to come into your house and they discover the problem was an error on THEIR part (not a matter of a loose wire or something like that), they CANNOT charge you for the service call.

Write down everything that happens when they come out. Get names every single time. You have to make a full record of everything that happens, and get it in writing.
Posted by Anonymous on 2010-11-13:
I failed to mention that when they said they had to send a tech out, I asked what the charge would be and was told that we would only be charged if they had to replace anything. When I told the manager that, she said the rep notated that I was aware of any fees charged.
Posted by Anonymous on 2010-11-13:
I have had Cox give me the runaround on mutltiple ocassions. I haven't given up on them yet either.
Posted by Anonymous on 2010-11-13:
Cox, only charges a fee if the problem is not on their end. Since the tech saw your tv was working properly at the time of entrance the tech prob documented it and the fee was charged automatically.
Posted by Anonymous on 2010-11-13:
Our picture is out AGAIN. I am on the phone with Cox waiting to speak to technical support. Maybe it's time to give up on them
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Cox Customer Service: How To Lose Customers
Posted by Yardlads on 10/03/2010
September 24, 2010 -
Service request submitted for relocation of service, sales representative was helpful and courteous. The transfer of service was set for 10/1/10, and to be a "self install."

Friday October 1, 2010 -
10:00 AM
Phone services were disconnected at the originating address.
2:00 PM
Service was not connected at the destination address. A call was placed to Cox customer service. Cox customer service stated that "self installs" are done no later than 7:00 PM.
8:15 PM
Service was still not connected. Another call was placed to Cox customer service. Supervisor James indicated that the technician was on-site, but could not find the drop - where the connection arrives to the house - and documented that a "professional installation" would be required. The technician neglected to leave a door tag.

Upon looking in the back yard, it was located within 20 seconds - literally, 20 SECONDS!

Supervisor James offered assurances that someone would call the next day (Saturday) to offer further information on the soonest that a technician would be able to come out. At the time Supervisor James said it would be 4 days out (Tuesday).

Saturday October 2, 2010
5:00 PM
By the end of the day Cox had not called. A call was placed to Cox customer service.
A woman representative, utterly unmoved and unapologetic by the poor service experience, caused greater frustration which resulted in a request for the account to be cancelled.

6:45 PM
A second call was placed to Cox customer service. Supervisor Corey was updated on the events that preceded the call, and the status of the installation and the failure on Cox's part to follow up. Corey was most apologetic and understanding (kudos) and promised that he would email the sales department and would see that someone calls the next day (Sunday).

Sunday October 3, 2010
(Still no phone service)
3:15 PM
The day almost over, a call was placed to Cox customer service. Supervisor Dave clarified that the notes had been made on the account and that someone from the sales department was going to call on Monday. When asked why Supervisor Corey would promise that someone would call on Sunday when the sales department is closed, Supervisor Dave said that, "he must have made a mistake."

Supervisor Dave was unapologetic and failed to acknowledge a problem.
A request was made to receive a call from the Supervisor's-supervisor.

Cox has failed to deliver as promised and has mismanaged expectations to astonishing levels in relation to this installation at every point. This is the first of MANY posts/blogs on this issue. Considering it costs 4 to 7 times more to acquire new customers as it does to keep a customer, it is surprising that such poor service exists.

I strongly suggest everyone seeking new service choose another provider.
Cox is the worst.


     
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Posted by CoxTech1 on 2010-10-04:
I apologize for any difficulties in getting your services installed. If you would like assistance getting the matter resolved please feel free to email me at hrd-hsi.newsgroups@cox.com and I'd be happy to do what I can to help.

--CoxTech1
Posted by yardlads on 2010-10-04:
Thanks, CoxTech1.
I'm emailing you now.

Posted by yardlads on 2010-10-05:
It's encouraging to know that people listen; specifically people at Cox Communications.

I am pleased to announce that services were installed on Monday. Furthermore, thanks to the efforts of CoxTech1, I received a call from a manager at Cox who assured me that this case would be evaluated and, where necessary, appropriate action would be taken.

The manager listened, acknowledged and validated - like a good manager should in such circumstances.

Beyond that, the manager offered unsolicited concessions in an effort to reconcile.
This was very much appreciated.

Overall, this is a positive ending to a difficult transition.

Thank you, CoxTech1!
And thank you to the managers that assisted: Corey, Andrew and Yousef.



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