Cox Communications Customer Service Issues

My account had overdue payments, and I was informed to pay by 4/11/22 to avoid a service interruption. Unfortunately, my service was disconnected on 4/11/22 before the payment deadline, which was unexpected. When attempting to reach the Billing Department by phone, I found out they were closed through a recorded message. Upon trying the chat option, I was informed that the system was undergoing maintenance. Although it was initially stated that there was no after-hours support, I managed to reach a representative through a different support line. This representative mentioned that the system would be down until 7:00am the following day. Despite my efforts through various communication channels, including calls and chats, I was unable to resolve the issue by 1:00am. It was frustrating to have my service disconnected without warning before the payment deadline, especially on a night with limited payment options and while I was working from home during those late hours.

I made my final $43 payment on Friday after cancelling my service on February 7th. I was informed of a $50 fee added to my account due to a chargeback from the government emergency internet plan, which the ACP has confirmed did not occur. This fee needs urgent removal. If not, I will file a formal complaint as instructed by the ACP. Despite an unhelpful chat with a Cox representative on Friday, leaving me disappointed, I wish to clear my account with the $43 payment. The chat abruptly ended during my last question, seemingly intentional. Kindly advise on clearing the payment. Thank you, A. H. [redacted]

I contacted customer service on May 1, [redacted], regarding an issue with one of our mini boxes. During my conversation with Michelle, she was unhelpful, spoke slowly, and her voice was barely audible. Despite my repeated requests for clarity, she remained silent. Even though I provided a reference number and a Cox toll-free number, Michelle disregarded the reference number and was uncooperative. When I asked to be transferred to her supervisor, Michelle accused me of yelling and abruptly ended the call. I am disappointed with the service provided and will not be utilizing Cox services again, except for our mother's needs. Dealing with rude and unprofessional representatives like Michelle makes me consider canceling our subscription. Feel free to reach out at your convenience since the call was documented and recorded.

I recently signed up for Cox Homelife, and unfortunately, I've been experiencing issues with the system after only about 5 days. I tried troubleshooting as per the provided documentation and even reached out to phone support, but the problem persisted. I requested a technician to come out, but the issue resolved itself before the appointment. However, it resurfaced after I canceled the tech visit. I called for help again, and when I realized the system wasn't working properly and was still within the first 10 days of having it, I decided to cancel. Shockingly, customer service wants to charge me over $[redacted] as an ETF, even though according to their own policy, I should not be charged an ETF if canceled within the first 30 days. This situation is frustrating, and I seek clarification and resolution from Cox.

I recently received a call from someone claiming to be with Cox, trying to sell me services I didn't want. The caller couldn't even pronounce my name correctly and wouldn't take no for an answer when I declined the upgrades. It was frustrating and annoying. If this was a legitimate call from Cox, they need to understand that I, like many other customers, do not appreciate aggressive phone solicitations. I want to be removed from any nuisance phone lists and do not wish to receive any advertising emails either. How can I ensure that Cox stops bothering me with unwanted sales calls? Thank you.

I have spoken with 4 representatives at Cox Communications, but I am still unable to resolve the issue I am facing. I am looking to apply for the ACP Cox Communications Program. Each person I spoke to directed me to the Cox Communications ACP Program online for the application process, but when I visit the website, I can only find information about the program and not the actual application form. I am considering switching my internet service to another provider, but I really need to access the application to receive my discount. I am currently on SSI and meet the qualifications for the program.

On May 15th, a technician set up my internet. I discussed my budget with them and was surprised by the $[redacted] charge on my June bill for the service. The technician promised to waive the fee due to my financial situation, but when I contacted a chat representative, they declined to remove it. I find Cox's lack of transparency in service and billing disappointing. I had to wait four days for the setup appointment, and now my bill has unexpectedly increased to $[redacted]. I feel misled by the conflicting information provided. I aim to escalate this issue to corporate to address the poor customer experience.

I received the following message: Account Ending in: [redacted] Dear Richard Honton, You are one step away from completion! To receive important updates on your Cox account, please validate your mobile number within the next 48 hours. If you haven't received the validation text, please visit My Profile on Cox.com under My Account to opt-in again. If you didn't opt-in initially to receive texts on your mobile number, note that I don't have a mobile phone. I've received 15 emails since signing up for a new landline and internet just yesterday.

I need to urgently report that my landline phone has been completely dead for several days now. I was aware of a planned service outage, but assumed it would only last a few hours, not days as it has been. I cannot contact customer service because my phone line is completely down. My name is Mr. Stephen Kelso, and my account number is #[redacted] [redacted]10. My phone number is [redacted]. Please restore my phone service as soon as possible. I have attempted to reboot the modem and unplugged it, but still no success. I need your assistance to get my phone line working again. Thank you, Mr. SHK in the North Park area.

I own a DOCSIS 3.0 modem with [redacted] Mbps down and 5 Mbps up speeds. I'm currently paying $64.99 per month but I'm not utilizing the [redacted]/10 speed offered in my plan. However, despite the plan being clearly listed on the website, customer service representatives claim it doesn't exist. It appears the issue is related to a preference for me to rent a modem instead of using my own at [redacted] Mbps. Despite visiting the office twice and making numerous phone calls, the problem remains unresolved. Calls keep dropping conveniently whenever the operators attempt to address the issue. This pattern seems deliberate, happening three times in a row. To test this, I used a landline for my last call. If this is not rectified promptly, I will escalate it to the Nevada State Consumer Affairs and the FCC. This lack of customer service, overcharging, and the unethical treatment of customers are unacceptable and demonstrate a lack of responsibility. I value principles and will pursue this matter until it is resolved fairly.

My printer is offline after Cox upgraded my router. I need assistance to reconnect it. I spoke with Courtney today, but she was unable to connect my printer to my new network. She mentioned I might need a printer cable, which was not required in the past. I also need help finding the connection point on my printer. I paid for a technician to set up the new modem and have a monthly service fee. I would like a technician to come and help set up my printer, so it can work with my laptop properly.

I have been experiencing ongoing issues with our main DVR box for a year now. Despite trying various troubleshooting methods, it only temporarily resolves the problem. The last technician who visited mentioned that the box seems to have a mind of its own. Unfortunately, the box has now completely stopped working. My recent interactions with Rachel in chat and phone support have been frustrating as she seems uninformed and asks repetitive questions. Previous agents advised me to conduct a security backup and transfer shows to a new box. After spending hours on the phone, I was instructed to bring the box in for a transfer, only to learn it is not possible. I am extremely frustrated with COX at the moment. There should be a more seamless option to download information to a zip drive for transfer purposes. This situation is truly unacceptable.

The green Cox cylinder at [redacted] S 99th E Ave, Tulsa, OK 74[redacted] has been damaged, with exposed wires and some wires cut. This cylinder outside the residence's fence seems to have been hit, possibly by a mower, leading to the damage. It is unclear if it was an accident or vandalization. I am not the account holder but have permission to use the Cox service. It is important that the city of Tulsa takes responsibility for repairing this issue. Currently, the internet is only working in airplane mode, and the cable connection is unreliable. Your prompt attention to this matter is greatly appreciated.

I've spent hours on the phone with you recently. Following a serious injury in September, I have paid my balances in full. I am currently unable to live in my home. I attempted to watch TV and use the internet, but there has been no service all month. I am reluctant to pay the bill due to the lack of service since September. Whenever I have been home, I have been unable to access the internet or TV services at all.

I am reaching out to address a significant issue I am having with my Cox cable service. I would like to request the exclusion of Fox News from my subscription or preferably switch to a service that does not include Fox News in its lineup. Recent court documents have spotlighted that personalities on Fox News purposely provide false information to their audience with the intention of undermining American democracy. I cannot in good conscience support a network that showcases Tucker Carlson, a known racist and dishonest individual who poses risks to the wellbeing of many Americans, along with Laura Ingraham and Sean Hannity. It has been proven that they are willing to fabricate information about elections, putting our democracy at risk solely for the sake of ratings. I urge you to remove Fox News from your offerings by June 1. Otherwise, I will have no choice but to terminate my subscription and will actively encourage others to do the same. It is time for patriotic citizens to oppose dishonesty and greed to protect our nation. Remove Fox News from your service or share in the repercussions they are facing for their un-American stance.

For several months, our front room TV had issues displaying a green or black screen with sound but no picture. Despite Cox changing the box and us purchasing a new TV on their advice, the problem persisted. It wasn't until they sent another service technician who replaced the box entirely that the issue was resolved. We feel that Cox should reimburse us for the unnecessary TV purchase and the time we were unable to use our TV. Multiple service visits, wire replacements, and box changes were made before the problem was fixed. It's frustrating that it took so long and that one technician insisted the TV was the problem when it was actually the box. Hopefully, Cox can provide better troubleshooting in the future to prevent customers from buying unnecessary replacements like we did.

Yesterday, I received a bulletin about the Cox outage scheduled for April 20 on my front door. Earlier, I received a text from Amazon with a photo confirming that my package was delivered. While I saw the package upon delivery, I did not retrieve it immediately as I had company over. However, when I went to get it later, the package had disappeared. This is the first time this has happened to me, and I am quite puzzled about the situation. It seems very coincidental that my package went missing right after the Cox bulletin was placed at my door. I am not making accusations, but the timing of these events has left me feeling skeptical.

For the last week, my internet service has been consistently down in the afternoons on weekdays. Despite the error messages prompting me to check things, the issue seems to be with Cox Communications. If I didn't value the service, I wouldn't be paying for it. I urge for the internet service problems in Tucson, AZ to be resolved promptly so I can resume using my computer without interruption. Typically, I greatly appreciate having internet access. Please address this recurring problem and update me via email once it's resolved. Thank you, V. McCabe

For the past six weeks, my Internet has been constantly going out, causing my TV to also lose signal as it relies on the Internet. The issue started a few weeks ago and included buffering problems. Guests at my place couldn't use the TV or Internet due to the interruptions. A technician inspected my Panoramic Wi-Fi, but it didn't appear to be the problem, although he was willing to replace the equipment. He checked the outside lines and confirmed they were fine. The technician mentioned that Cox was upgrading services in my area and that the upgrades hadn't reached me yet. He warned that I might face problems until the upgrades were finished. This seems to be the case as the situation has improved but I still had to reboot the Internet four times today while the TV signal was stable.

I have a simple question regarding the $[redacted] installation charge. Other companies are offering free installation, so why is there a fee with you? The live chat representative's response, "cause we do," was rude. This interaction has made me reconsider using your service. I might share my experience on social media to warn others about your customer service. If a potential customer is met with such rudeness just for asking a question, I can't help but wonder how your existing customers are treated.