ARIZONA -- Benson, AZ. We moved 5 miles away from our old address. Called beforehand and updated our new address and received a work order number and a phone number to complete a self install due to the fact we only have internet with Cox. Too easy right? Wrong...
I tried to log on to pay our Cox bill today, but I can't, because for some reason we no longer have an account. There's actually three I was told by one agent for we have no Internet access due to human error. Yet not one tech or supervisor can fix this issue. I was also contacted by a supervisor via phone call and was told there was a discrepancy with our account on Monday. They had the address completely wrong and disconnected someone else's service because of the issue with our account. WTF???
However she informed me that everything would be taken care of and we would have service. Which today is not the case at all, it has been phone call after phone call talking to representatives, supervisors, and technicians. Someone really needs to listen to all the RECORDED phone calls that have been made between myself and Cox and vice versa.
This has been the worst experience ever and is still ongoing. I attempted one last time to speak with a supervisor and the agent transferred me to another agent when I asked specifically for the highest ranking official he could find. I will be leaving a bad review on every site I can so no one ever has to go through what we have gone through.
On a good note the internet service from Cox is standard service and works just fine when you have it. It's the customer service that makes this a shitty company. And it is quite unfortunate for my family that they are the only company available for service in our area.
HAMPTON, VIRGINIA -- To start, we were given a phone number before we moved in which we gave to everybody, from friends to government agencies. Got to our new home and had a new phone number. The tech. didn't give a hoot! What he also didn't give was instructions or info. about new phone system, and its features, or the TV and its features.
Luckily, we had the need to call a new tech. by the name or Daryl **, an independent Cox Contractor. The young man fixed all our problems, even got our promised phone number back. I would be cursing the Cox name if it weren't for Daryl. The tech than Cox sent just went thru the motions. He didn't care if we were satisfied or not. Not a good representative for Cox at all. Thank goodness for Daryl!
SIERRA VISTA, ARIZONA -- I have a huge complaint that my bill went from $54.99 to $82.99 from last month to this month. No warning, no nothing. I am on paperless bills and happened to look at the email as soon as I got the bill. Glad I did! A $28 increase is ridiculous. When I called and asked about it, they explained after having the $54.99 promotion for almost a year they could not offer that price any longer, but would be willing to see what they could do. I explained I wanted to cancel the account. The associate placed me on hold and came back with the offer of $59.99.
If they can give these offers, why not continue the $54.99 in the first place or offer the $59.99 instead of jumping it all the way to $82.99? I asked why I was not told my bill would be increasing and was explained it is not policy. This could be extremely stressful for families who live paycheck to paycheck or who could not afford to pay this kind of difference and hadn't noticed the increase in time. For me, it caused me to cancel my service with Cox and you to lose a customer. My payments were always on time. Why punish and increase the bills of those loyal customers? I would think you would want to reward them instead.
Now that we know how the business works, I cannot say we will be ever returning and will be highly recommending those we know with Cox to consider switching companies. Instead of focusing on the increasing of payments and screwing over loyal customers, you should focus on making the services we are already paying for better and with less outages.
ALISO VIEJO, CALIFORNIA -- I have been a Cox customer for over 10 years and my frustration continues to grow. I do not do anything differently than I did 10 years ago when my internet was $40/month yet they keep increasing my rate and insisting that I buy or rent new hardware. My internet works okay, but is nothing spectacular. A month ago I signed up for a new 12 month promotional contract for $73 to include average speed internet.
They then started charging my bank account over $81 the next month. When I called they said there has been a rate increase with no explication or warning. I would switch to any other carrier if there was one in my area. They have a monopoly in my city and take advantage of their customers. It's no wonder they have poor ratings on Yelp, the Better Business Bureau, and Consumer Affairs.
LAS VEGAS, NEVADA -- After many years of using the overpriced service. I cancelled when I sold my home and did my best to settle my bill. I thought I did so several months ago; I had a problem with a returned check from the move and was told it was cleared up after submitting a dispute; I asked for email verification - lady said it was ok and she couldn't do that anyways... Turns out it was not clear. Again.
Now the automated system says I owe $100 that the agent who seemingly purposely wasted 30min of my time on phone did not resolve. He lied about my previous phone calls with agents saying I agreed to pay the $25 returned check fee. That was from a phone call I received saying everything was settled two months later. Now they cannot say what automated system think I owe 100 for and that scares me. Neither will they submit my complaint or have the "back office" contact me. They will waste your time with this back and forth. Many lies and no resolution when you are trying to do the right thing.
TULSA, OKLAHOMA -- I've had their service now for a while years, unfortunately, every time I have to speak with someone on the phone it fills me with rage. They are disrespectful, inconsiderate, uninformed, unhelpful scumbags. To say the very least. Literally, a sign language money would be more help over the phone, and much more polite. They have a monopoly in the Oklahoma area creating this monster that is now Cox Communications.
I am being charged now for extra internet like they are 2008 cell phone company charging for overages. And being charged for equipment I've never purchased. Trying to get these equipment charges off has been a blast... having to speak with you cocky scumbag staff is just the highlight of my day. I cannot wait until literally, any other company comes in I WILL DROP THIS PLACE LIKE A BAD DATE. Sincerely, your customer who cannot wait to be rid of you horrible monster of a company.
ROANOKE, VIRGINIA -- Multiple rate plans for the same service. Erratic, inconsistent internet service and poor customer service especially using their cable modem and router. My connection speeds improve with my own equipment but are still inconsistent. The only reason I am still is customer is because I have no other choice. That won't always be the case. If you have other options, explore the other options first, Cox should be at the bottom of your list if you want a fast consistent connection at a reasonable price.
SAN TAN VALLEY, ARIZONA -- This company will gouge you every chance they get, quote you one price then charge you a much higher price. My last bill was over $300 from them - outrageous. Trying to cancel services with them was just a big as nightmare as their prices are; it took months of wrangling with them before I finally gave up. If you enjoy gritting your teeth and like tossing your money away, go with Cox TV. Otherwise, stay away from them to save a lot of time, money and frustration!!!
PHOENIX, ARIZONA -- My wife and I decided to trim our budget because of cutbacks at our jobs. We both work for the City of Phoenix who are downsizing and doing extreme budget cuts. We decided to return our four Cox converter TV boxes and reduce the TV service to basic.
During the process a young lady by the name of Brittany mentioned that she was looking at our account to try to trim some more charges off the bill. She was doing this to try to pacify my wife and I because she mentioned our internet service.
I interrupted her and told her that there was nothing wrong with my internet service and to just leave it alone. I had five computers, a tablet and two smartphones networked and operating perfect. I also use internet streaming of music and movies. My two daughters' computers are used extensively for homework and the homework website uses animation and video clips to teach.
Brittany continued to sow her seed of wickedness by mentioning that my modem was not up to speed. I told her that it is working just fine and if need be I can replace it and that I was experienced in computer networking. I perceived that Brittany mentioned my internet because she could tell that I stream movies from the internet. Brittany was not happy with me and it was noticeable by her attitude. My internet speed was well over 100kbps before I turned in the Cox TV boxes. After using Cox Speed test Xfinity Speed Test and Speedtest.net, all three tests showed an upload of 7kbps and a download of 5kbps.
This evil person Brittany assumed that I turned in the TV boxes and reduced my service to use other sources. Even if this was so, it's my choice how I use my internet that I pay Cox $64.00 Per month for. I have paid one month for the lowest streaming and bandwidth offered by Cox at the tune of $64.00 per month. I will continue to monitor my connection speed and document it for another month. Afterwards, l will take my research to legal representation and have them document this wickedness with me.
I know Cox next move will be that it's my network, computers, my modem or router is the problem. I've been with Cox for over 25 years and I have not had one hiccup or stumble in service until I turned in the TV boxes and reduced my service with them. I am not obligated to keep Cox pockets happy while my family suffers. If Cox can't stand the heat of Technology, then get out of the arena of technology. Cox - your enemy in the digital age.