Cox Communications

Spent two hours with cox on my bill and related internet issues… after 20 years of customer loyalty and paying on an automatic withdrawal so I was never late, they gave me $ 10. off my bill a month for a whole year! Wow impressive. Their customer service is the worst in any industry in my opinion. Try to find someone who really cares there, you can only get to a supervisor, never any higher to elevate your issues. Currently looking to end my 20 year relationship with Cox and best of all for them, they don’t care.

worst cable ever!
worst cable ever!
worst cable ever!
worst cable ever!

Please stay away from this organization before you get burned like me. I had cox cable for more that 7yrs. Once my wife got tricked to adding more services than I was willing to get rip-​off I close the account. What happen next is what piss-​me off. I get a bill for $ 900+ which was shocking, I called and they said it was for equipment etc that they brought to my house, so I said come and get them, they said no I have to do it or they will go after me. I didn’t want problem so I could a location and returned it. Then they said my balance is $ 400 etc. I told the agent to send me the breakdown how it that high, I only wanted a internet etc but their sales people fooled my wife adding all kind of junk. I said will pay it etc as soon as I see the breakdown and when I agreed to this terms. I never heard anything but I see they put 2 derogatory items. Now look what they did, they broke what they thought was balance to two payment so they can put two negative marks. Now I called them to go over the account and settle it, they was wrong on the calculation and after paying the fake amount they stole basically, I asked them to remove the error they put on my credit report and they refuse. Now all together I have been Thor customer for over 12yrs. This is the only derogatory statement on my credit. This is what I call evil that damage people credit. What would anyone want to do business that doesn’t try to solve issues before they jump and mess people’s credit. This is how they repay you for being a loyal customer for years. Please use other more responsible cable companies that will protect your credit if any dispute arises. If I can give — or zero I would have felt better.

Cox is still stuck in IPv4 when everything in my home has been updated to IPv6. My internet connection and browsing has become sporadic because COX is not doing what it is suppose to be doing. Keeping up with technology. I am still stuck with them because our city gave the cable franchise to them. Come on Verizon — GET US FIOS !!!

Cox is a treable company. The customer service is poor. Some of them are rude. They keep droping calls. They lie to get you connected and later, they will send outrageous bill. I got a letter saying i can sign up for a promo package for TV and Internet for $ 74.99, I signed up. Only to receive a bill of $ 178 ! After 3 days. I called to ask them how my bill got to $ 178. I signed up for promo package, which does not include HBO and other special channels. The lady couldn’t explain the bill. I decided to cancel, she said I will pay $ 108 for 5 days that i had the service. Please tell me, how can $ 108 be 5 days bill. When I signed up, the representative told me, that I have 30 days free trial and cancelation period. All lies lies lies.

Way over priced in today’s technology market. My bill was up to $ 235/​month (Bronze level, no HBO, Showtime, etc) with continuing less content, but new customers could pay $ 99/​month for two years. Tried to negotiate with them. I was even willing to pay $ 135/​month for same service as those at $ 99/​month. More and more hispanic channels… I don’t speak spanish. More and more sports channels… unless equestrian, olympics or super bowl just not interested. Much better content can be accessed for free through a Roku device or a monthly subscription to Netflix. Also all the channels I watch are accessible through Roku or my Smart Samsung TV. Enjoy documentaries and want to watch them on your timeline. Last night I watched a great one called Unbranded 5 of 5 stars on Netflix. Netflix costs $ 9.99/month for so much more and better content and channels. Cox get on board! In late November I called them and was able to get my Cable/​Internet/​Telephone bill down to $ 135 in Orange County but it was with much less content than what they were offering new customers with a 2 year contract at $ 99/​month. I called today still willing to pay $ 135 per month but asking for the same cable content/​channels as new customers at $ 99 per month. They would not budge. So I told them that I was dropping the Cable portion. The customer service rep. than comes back and tells me I would have to pay $ 119 per month for internet & home phone. I am currently paying $ 89/​month pre– bundle discount for phone & internet. Can you believe it? They wanted me to pay $ 30 per month more, which is $ 360 per year more than what I am paying. Well it was the straw that broke the camels back. I cancelled my Cable services and requested I speak with the supervisor. The supervisor magically was able to get the price of my internet & phone to remain at $ 89 per month. I anticipate in the near future I will be paying less for those services as I drop Cox Communication and move to another internet/​home phone provider. The supervisor proceeded to tell me that they will be having a rate increase in the near future so don’t be surprised if my bill goes up. Well Cox don’t be surprised when you file Bankruptcy.

I forgot to mention the frequent video and audio dropouts, where parts of the screen become pixilated for a moment. This happens about 10 times per half hour on both live and recorded shows, which is extremely distracting and frustrating.

The worst service imaginable, 3 months ago I moved and have Conture which is supposed to record 6 shows at once and now records ZERO shows. I hate Cox. Customer service has no idea what they’re doing, each tech that comes out has no clue what is going on, if there was another cable co I would use if. I thought monopolies were against federal regulations. I could go on and on. Customer service managed to take one of my boxes offline. Not too mention them trying to not transfer my phone number of 28 years when I moved within the same service area 3. minutes away from my prior home. Do anything you can to avoid using Cox!

Cox Sucks!
I was formerly an AT&T DSL customer but unfortunately that service is not available in the area I just moved to. All I wanted was reliable Internet access and although I routinely get 13 Mbps download and 2 Mbps upload speeds, the service drops completely during random times during the day and night. If you have any other options, use them!

I’ve had Cox cable for a year now and I really HATE this cable service. For example, I pay $ 150 for cable and internet yet I can not watch tv online when I’m not home. Cox’s online tv service is called Contour; really quite useless. There is no point to having «Contour» service if you cannot watch live tv on the internet when not at home. Thanks Cox for missing World Cup Final.

Internet service is AWFUL!!! From the time I bought my house in LF, I have had nothing but trouble w/​my internet. It just «goes out.» When I call Cox, they try many remote fixes, then always send a tech who always says he’ll be the last tech I’ll need. I’ve even had supervisors come out. If you have an alternative, USE it!!!
Cox is AWFUL!
(PS-​I switched to DISH for the TV stuff, and I’m very happy!)

Dear Cox — Who we pay $ 359 per month to and have been loyal customers for 11 years… I don’t know what’s going on with you guys lately, or your customer support… but EVERY time we need to call you for customer or tech support we are on hold over 20 minutes. This NEVER used to be the case! I loved Cox in the past!!!
Further, you say you are our «friend in the digital age», but yet this is not even close to the truth. I don’t feel very «digitally» friendly with you. I consider myself very tech savvy, and the Contour product is not the cool, easy to use, tech gadget you say it is on all of those expensive commercials I see… Oh… and let’s address that website of yours… wow…It could not be more difficult to navigate.
Here is a case in point: To watch Homeland (on showtime) from our laptop last night, we had to login to two different places to watch it (your site AND Showtime). Then tonight, we called Tech Support, and spent 20 minutes online with support while the agent stumbled around and tried to help us figure out how to watch onDemand online. It SAYS we can watch onDemand on your site, and lets us watch trailers, but after holding for 20 minutes, the agent comes back and tells us she’s surprised to tell us that we need to go to the network sites to watch things online… and that’s the only way. Even the agent said she thinks it is misleading. Also, many of your links are broken on your site, FYI.
Everything is difficult with your company.
Another thing –we just went to your Cox app and the links off your cox app to watch on our iPad, take us to the links to add more apps to our iPad. This is ridiculous.
You guys have a billion dollar company and a lot of customer service execs I see on linkedin, but who is really evaluating customer experience? Honestly, you have over 12 VP level «CUSTOMER SERVICE» execs on LinkedIn that I see… and yet… this is the level of service. Well when I see the monopoly on the market and the big buckaroos you are paying those «execs» who clearly do NOTHING– I question what kind of CEO is running your company?
I feel like your service level has gone down dramatically as you’ve grown, trying to add a bunch of fancy new services like home security and contour, and did not manage growth and now customers like me are suffering. It’s truly a disappointment… YOU NEVER LEARNED HOW TO SCALE.
I challenge you, Cox Communications, to find a POSITIVE review on your company in a basic Google search within the past 12 months. WHAT IS GOING ON WITH YOU?!
SUCH A DISAPPOINTMENT… DIRECTV HERE I COME!!!

My wireless system went down over Xmas week 2014, as it always does because of heavy home traffic when the whole World is online…
After the 7^th person spoke with me, my router was malfunctioning, a bad port they said and needed to be replaced. I had already said that and was simply going to replace the unit… and the tech support said it would not solve my problem, and talked me into paying $ 59.95 «FOR UPPER TECH SUPPORT». It could not be fixed. Their staff was not particularly talented…
So I went out today and bought one and resolved my problem. But I really got the run around by Cox in RI. They had me speak to an «up sell» agent (I thought I was speaking to another tech support person)…who tried to get me to pay a $ 99 for future protection plus $ 15.00 a month. I told them to take a hike. I really believe they were playing me a like a fiddle to boost up revenues and feed me a line of Bull. Was not happy! Will try and retrieve my $ 59,95 because they guaranteed they would solve my problem.
FYI, the first agent told me they had hundreds of calls Xmas week similar to mine, while the other tech persons said «no, this is the first time I’ve had an issue like yours»?
This is really HorseSh_​t

ISSUE: Cox Customer Service. I had HBOgo set up (previously through Cox) and tonight, I cannot log in. The log in is ‘disabled,’ userID and password ‘invalid’. What a load of S$&+
I call Cox. The support contact was of course understanding, however since she didn’t understand ‘room mate accounts’ she went to her supervisor who knew even less. «Lance» the night supervisor said I needed to have my room mate call in. After explaining that if that is the case, my room mate should call in when he/​she wants to use the internet or Netflix on the TV! Again, she ‘understood my frustration.’ Beware people… Cox does not employ people with adequate knowledge of their own products. Lets all just agree that their hoarder looking web page is most sloppy. Look at all the scathing ratings. Cox is not in any way customer or ‘user’ friendly.

Do you like being able to knit an entire sweater by the time your page loads? If so, Cox’s internet package (any tier, even Ultimate!) is for you! The 0.35MB per second download speed will ensure that no matter what you do, you will have aaaaaaalllllll the time in the world, because your page will never finish loading!
If you’re easily frustrated, feel free to give them a call for additional wastes of your time through useless «troubleshooting», extra charges on your bill for «tech visits» that never solve your problems, and customer service agents that know everything about upselling and new promotions, yet surprisingly, absolutely nothing about customer retention or your hardware!

First off, I love the user submitted photos here on Unilocal for Cox. Photos of toilets and a stack of cash are a succinct representation of the typical customer’s experience. Let the countless 1– or 2-​star reviews be your guide.
The good:
1. Internet speeds are very good with the «preferred» package (25 Mbps down, 5 Mbps up).
2. I rarely lose internet service.
We don’t have cable TV and depend on streaming services like Netflix for entertainment. Speed and reliability are a must.
The bad:
1. Terrible customer service
2. Unreliable tech support
3. They have a cable internet monopoly in our area, so they don’t need to give a F
4. Incessantly spams their existing customers for up-​sells
5. Expensive
I had a DOCSIS 2.0 modem for years. After several spam emails from Cox offering to sell me one of their DOCSIS 3.0 modems, I bought one on Amazon and replaced it myself in a few minutes. It took 3 hours for Cox to get the modem registered on their end and to get my internet connection back.
The tech support rep was rude and was clearly unfamiliar with computer networking terms like «Ethernet cable» or a well known equipment manufacturer. She questioned the make and model of my modem twice, «D-​Link? Are you sure?! Can you spell it?». You might not want to be working at an internet service provider with that lack of basic knowledge.
On the aggressive marketing front, I get flyers in the mail at least once a week and frequent phone calls trying to get me to give them more of my money for services I don’t need. I have tried telling them nicely that I am not interested in phone or TV and to stop the unsolicited sales calls. They either don’t take note of my request or they don’t care and the calls continue.
At one point they were calling 3 or 4 times a day, never leaving a message (I hate that!). I Google search the number on caller ID to see it is Cox. I then add the number to my DO NOT ANSWER contact that goes straight to voicemail. Cox figures it out after a week or two and calls me from another number. Rinse and repeat.
Cox isn’t as bad as Comcast, but I would drop them in a heartbeat if Verizon Fios or Google fiber becomes available in our area.

Oh Cox, I wish you would get it together.
Looks like I am late to the «Let’s flame Cox» party, there seems to be no lack of unhappiness with Cox Communications Orange County. Thanks to it being a regulated industry, you have few options besides Dish Network (No, thanks) and U-​Verse/​FiOS (not in my service area).
The actual cable network itself is sound if not stellar. Blinding fast data, a huge HD tier and decent equipment are all pluses. Even their install techs are friendly, knowledgeable and competent. In fact, if Cox got the customer service piece down, it would be far and away the best ISP and Cable provider in America.
That is precisely the problem, their customer service is maddening at best or just plain awful at worst. Countless times I have had to explain the same problem to a CSR only to have the call escalated and start from ground zero with the next one. Why they cannot relay the issue to the next CSR is beyond me, Apple, LG and even Verizon seems able to. Another issue is that I don’t think they are very picky on who they hire. It is like any geek on the street can jump on the phone and start escalating calls and cold dropping them on the next rep.
I could go on until I hit Unilocal’s 5000 character limit but I am certain the reader will understand my point.
Cox, get it together baby.

I think Unilocal should start providing negative stars!!! Because Cox doesn’t even deserve one star!!!
They have the worst customer service ever!!!
I have been a loyal customer for 11 years you think that would count for something. NOPE!!!
So I have decided to close the account, not only that have I been trying to close the account for the last 3 weeks but I can’t do it!!! Wait… and not only that, I have been charged a full month when I don’t even have the cable box!!!
I had so far 5 phone calls averaging 30 min a call, I had 2 visits to their store in Lake Forest, where I returned the equipment as told by their representative (3 weeks ago) on the phone who also told me the account was closed. (NOT!)
The lady at the Lake Forest took my equipment and told me the account is now closed, yet I am being billed with no equipment and with two separate Cox representative telling me they closed the account. (NOT!)
So now its 3 weeks later after my last visit to the store and I haven’t been able to close the account or find out what is going on, and their agents on the phone don’t know which department I should be talking to and they keep bouncing me from one department to another. Billing department, collection department… etc. They have no records of me calling, when every time they say we keep notes and here in our notes it shows you called on this date regarding such and such and on such and such date… you can forget about that.
ADVISE: Take your own notes and make sure you write down the person’s name you spoke to and the date!!!
Bottom line, Cox provides horrible service and even more horrible customer service as apparently their representative either on the phone or at the store know NOTHING!!!
THINK 10 TIMES BEFORE YOU EVER SIGN UP WITH COX!!!

Update!
I canceled my phone and cable from Cox! Yay!!! I’m now a very pleased Direct TV customer. Very happy with my service from them. I switched in June and haven’t had one issue (except they keep charging me WAY WAY less than Cox was, but I’ll take it).
Note: cox has has over-​billed my card $ 900 in two months. Do NOT sign up for auto-​pay. You’ll regret it! You cannot un-​enroll. I had to get a new card from my bank. Meanwhile, I’m waiting for my $ 900.

Dear Cox: I loathe your service. Your internet connection BLOWS and your TV service is even worse. Your customer service lacks humanity. It’s like your customer service reps know that we have no other choice, but Cox, here in Irvine and they don’t feel the need to provide adequate or humane service and support to it’s customers.
Our internet goes out several time a day, for no reason. Our TV services go in and out of connection during the most important sports events, and you interface SUCKS!
I guess Verizon FiOS left me with higher service expectations. Cox is the worst part about moving to Irvine.