Cox Communications Inc Consumer Reviews - Page 2

WILLIAMSBURG, VIRGINIA -- We have had Cox for over 20 years and am always frustrated with the rates continuously climbing and the ineffectiveness of the customer service department. I have to call several times a year every time a promotion falls off my account and I receive a higher bill in the mail.

Every time it's the same game. They tell me the promotion fell off, I tell them to lower my bill, paying $228 a month is ridiculous for internet, basic cable with some movie channel packs, and landline. I ask for a manager who tells me the same thing. No one has any authority to lower my bill which of course is by design. This is only after you are told you have to wait a mandatory 10 minutes before speaking to a supervisor. While polite as they can be handling an unhappy customer they are incredibly ineffective, again by design. I can't wait to drop them.

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.

PHOENIX, ARIZONA -- After having left this company a few years ago for service I am regretting this decision to have come back to this company. Not even one month into my service with Cox and I have called customer service no fewer than 16 times trying to actually get the service that I was quoted I would have. Between the phone not being ported properly, internet outages already, poo quality on the TV after a rainstorm and your lines getting wet. I am so completely exhausted and on the brink of tears at this point because of the lack of response from customer service representatives and their supervisors. The only response I receive is an "I am sorry you are feeling frustrated." That response is empty and pathetic with that many phone calls and at no point is anyone willing to take the next step to expedite my issues. And I call today asking someone in customer retention to please try to "resell" me on why I should stay with them only to be met with more walls and an even later anticipated date of product to be transferred over than yesterday (Thank you Matthew 35640 for that).

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.

BATON ROUGE, LOUISIANA -- I have had service with Cox for 2 1/2 years. Pay 107 a month for the highest speed internet, which has never been of a high speed. I called to cancel and they are trying to state I am in a 3 year contract. I hung up mad. The next day I submitted an online ticket to cancel. After 4 tickets they finally called and said we see you called yesterday, I said yes but they tried to say I was in a 3 year contract so I got mad and hung up. He said I do not see a contract on your account. I said great then had him credit some bogus charges (3 $55 reconnect fees on the same day and two $10 payment charges) then he transferred me to the retention department. That guy then tells me there is a 3 year contract. He said he would send it to me by email along with disconnect form. I get the contract, account number is different and no signature. How can you claim someone who has never read this 3 year contract nor signed it is in a 3 year contract. I would have never agreed to 3 years with early penalty of 100% of monthly commitment for extent of the contract. I am going to have to take this to court. They are now saying I owe over $600! I had a 0 balance and was a customer for 2 1/2 years and this is how they treat me. They will put this on my credit report making others think I am a bad payer, when in reality Cox has fraudulent business practices. This contract is not valid!

This afternoon, I had an encounter with one of Cox's support contractors who paid an unsolicited visit to my Home that turned unpleasant as it progressed. Mr. ** is a ** male likely in his late twenties with dark hair, medium build approximately 145–155 lbs. and about 5'08” tall. He was wearing business casual clothing, light tan slacks and a light gray polo-style shirt at the time of the visit. Taking times directly from video security recordings, he arrived at 4:53 PM and rang the doorbell – that would be the one 4 inches below the prominent sign that reads: “No Soliciting.”

Mr. ** did not identify himself by name, but was wearing a Cox contractor's badge on his belt that displayed his name and that name was later verified by the officer that responded to my contact. He briefly began the conversation by inquiring about the reception quality and our level of satisfaction with Cox's service. I confirmed there were no difficulties and we were satisfied with the arrangement and had recently had a representative install tuner cards in a new TiVo and checked levels and settings on the entire system.

For the next six minutes I finally had to close the door on him to get him to leave (shown at 4:59:40 PM on the recording), he attempted to promote Internet service, phone service, the Cox-type TIVO and so forth. I repeatedly declined specifically stating that I already had five Tivos, we were satisfied with our I.P. provider, we had the on-demand service that met our requirements and I specifically did not want Cox phone service.

I finally told Mr. **, firmly, "NO", and that I had specifically notified Cox we did not want any solicitation by phone or otherwise and that he was in violation of Irvine civil code that forbids solicitation from anyone without an appointment when “No Soliciting” signs (we have TWO clearly visible) are posted. He insisted that since we were a Cox customer, that didn't apply. The local ordinance most certainly DOES apply — even more so than us notifying Cox that we do not want solicitations, which we have done.

Not only does Cox not honor our request, but their contractor is going to stand there on my doorstep and ARGUE with me that he has every right to intentionally bother us after I have FOUR TIMES IN A ROW told him I was NOT INTERESTED and did NOT want to make any changes!

After I closed the door I contacted the police. Aside from being annoying and persistent this representative is in clear violation of Irvine Municipal code 2-10-903 which reads: "No person shall, without prior appointment, solicit, canvass or peddle upon premises which are posted with a sign or signs stating in substance that solicitors, canvassers or peddlers are not permitted. Ord. No. 49, § 2, 10-10-72; Code 1976, § II. M-1803". The police inquired if I knew which direction the man was going (door-to-door) when he left and I said I didn't notice but I'd check. When I located him he noticed me and gave me an odd, questioning look.

I answered the unspoken inquiry by telling him that I was very displeased with his persistence and I had called the police so that they could explain the ordinance to him for clarification. He responded by taking out his cell phone and telling me “don't bother” – that HE was going to call the police to tell them he had, quote: “some kind of pedophile following him”. Those are his exact words.

So not only is this representative obnoxiously persist and disregards our privacy, the local ordinances regarding his visit, my subsequent repeated request to be left alone, but he is insulting and defamatory. Customers should not have to put up with this kind of thing.

From the get I should have known this company was a crock of you know what. Not only does every website that offers reviews have horrible horrible things to say about it, but I've even encountered some of their own employees who dislike their job. Unfortunately for us and where we live there are no other cable companies in the area YET. So we have no choice but to stick with these scumbags or not watch TV, and have Internet.

When we first called, I spoke to a man who sounded like he knew his stuff. We told them of offers other companies were trying to sell (not telling them we have no choice but to go with them), and this man offered us a deal. A "bundle" if you will. So for the "fastest Internet, DVR boxes, movie channels, and more" our deal was 89.00. No contract. SO we said SOLD. He then transfers me to someone in a different STATE... who clearly stated he could not help me (NOW remember this last bit of info because this transfer to another state will play a crucial part into my fiasco with these people)...

The man then transferred me back to a Cox representative in my area... NOT the same man as the first time naturally. So this employee then tells me the "DEAL" we offered doesn't exists. AT ALL. So we said, "OK well what can you do." He offered us the basic package I assume. Internet, and cable. ALL movie channels for the first 3 months, and then after only HBO for 100.00 a month. We said fine. Now it's time to get our stuff, meaning cable box, remote, all that jazz.

We go to a Cox building, get our stuff, set everything up, and something's not right. The picture wasn't coming in correctly. So we called. They sent someone out who told us they gave us FAULTY WIRES. Lovely. He fixed it and went on his way. Time to sit, relax and watch TV with my family. NOT... think again.

We turn on the TV and we have channels 10 through maybe 36... without ones in between. I call. They say this was a misunderstanding, and they would reset our box. Which they did. Turn on the TV... NO MOVIE CHANNELS. So I call AGAIN. They tell me there was something wrong with the reception and I will have the movie channels shortly. SHORTLY meaning in about a week because that's how long it took.

Turn on the TV rather anxious to watch my movie channels. And all we have is HBO. (I am NOT kidding you people.) I call. AGAIN. They explain to me how sorry they are and they will fix the problem. Within 24 hrs I had my movie channels, and was a happy camper.

Now it's time for our first bill... 176.00!!! I call. At this point these people should know me on a first name basis. They say I am being charged for having the guy come out to fix our wires!!! And also THE MOVIE CHANNELS. Now... we hadn't even had COX for more than 48 hrs when this "guy" came out... so with that being said they credited our account. As well as the movie channel mishap. First bill is now 98.00. Thank you. For the following 3 months bill is about anywhere between 98- 105. Perfect.

Here we are now... July 2010. I am starting to notice some weird activity on my personal bank account. 10 dollars here, 5 dollars here, 20 dollars here. So I call my bank and they say all they see is it's a Tech Support company who works with Cox out of Florida. I am from New England... not even close to Florida. So I call up the lovely, most welcoming, understanding people at Cox. HA. They inform me that they do not HAVE A TECH SUPPORT TEAM, and they do not know how this could have happened. And when I say this is all they said to me... THAT IS ALL THEY SAID TO ME! That's it.

I called my bank who informed me there had indeed been fraud on my account. These people in Florida had mine and my husband's personal information including SSN. Thankfully, my bank went quickly into action and credited my account all money due back to me. Totaling in at over 100.00.

I call Cox back and get pretty nasty with them cause now... after everything else that I had kind of gotten over you people steal my personal information! I had to get a whole new bank account. And you know how that goes. Everything came out of that account. So I had to call my mortgage company, my credit cards, EVERYONE to stop payments. The women whom I spoke to informed me this would be looked into and how sorry they are.

Here we are... August 16, 2010. Have not heard a THING back from COX. Not even a call as to how things are. But my bank has made about 7 to me. Get my bill for this month it's 140.00. Call up for when I tell you the millionth time - I kid you not. They inform me that it went up because the "PACKAGE" we were offered expired. We were never offered a package. We were told 100.00 a month no contract for a year.

It's been about 5 months, although it feels like an eternity. So here I am thinking that after the stress, the BS, and what not they would offer me maybe something. At this point I would take a coupon to Dunkin Donuts. ANYTHING. They had nothing. Nothing to say. Nothing to offer. Nothing to comment on. NOTHING. NOT A THING!

I am disgusted with this company, and it's lucky for them my husband and family enjoy their TV time and we cannot leave because FiOS isn't in our area, but when that day comes we will be sure to say ADIOS to this waste of a company. Please people BEWARE of this company. Beware of who you talk to. And keep an eye on all accounts.

I was told this was an inside job from my bank. They told me an investigation is underway on their end with several employees from Cox, and that Cox has not cooperated with them in any way. SO please. Times are tough. And the world is a rude rude place. Read reviews before you purchase anything cause I would hate to see this happen to anyone else. Thanks for your time and I hope my experience helps others when deciding in a cable company.