Cox Communications Customer Service Issues

Last month, I contacted Cox to switch my phone service from Frontier. I canceled Frontier and had multiple discussions with different Cox representatives about porting my number. Initially, the port was scheduled for the same day, then it was delayed to five days. I have recordings of all these conversations. The last Cox representative assured me over the phone, at my home number ([redacted]), that the number had been successfully ported, and the service was transferred. However, three days ago, I received a bill from Frontier stating that my number had not been ported and that my account was still active with them. This situation has left me frustrated with both Cox and Frontier. I am contemplating discontinuing their service altogether and possibly transferring my Internet and TV to a different provider.

My spouse and I recently moved to a rural area where Cox services are not available. We would like to request Cox internet/cable services for our small community. I have noticed that a new community on the other side of the trees has access to Cox services. While we cannot afford the upfront cost to bring the service to our home, I am considering rallying our neighbors to sign up for Cox services. We have around 30 homes in this neighborhood, and most are currently using hotspots or satellite internet, which is inadequate for tasks like streaming or gaming. My wife, a medical coder who works from home, experiences slow and unreliable internet on our current hotspot, affecting her work. We are willing to gather interest from our neighbors to support bringing Cox services to our area. Any advice or assistance in achieving this would greatly benefit my wife's job and improve the internet reliability in our community. Our new address is [redacted] Highview Dr., Gloucester, VA [redacted].

I attempted to cancel Cox Communications on behalf of my deceased sister, who unfortunately passed away after a stroke. Despite their assurance of cancellation, Cox sent a bill for alleged overdue charges and continued to withdraw funds from her bank account. As her estate undergoes probate, we must keep her bank account active. Cox insists that without her being the sole account holder, they cannot close the account without my physical presence at a nearby office with a copy of her death certificate. We reside in Pennsylvania and seek the location of the nearest Cox office. They have been uncooperative, so we have involved our bank and attorney to address this issue of them accessing funds from my late sister's estate. Despite her long-standing loyalty, she wanted to end her subscription due to financial constraints before her tragic incident.

Since December [redacted], I have been trying to remove my late husband's name, Benson Manlove, from our Cox account and have mine as the only name. Despite working with various companies successfully in this matter after becoming a widow, Cox has been challenging. I noticed I have two active accounts; the first ([redacted]-[redacted]04) is still in my husband's name, even receiving emails addressed to him at an old address, yet the emails go to my personal email ([redacted]). This account recently sent a bill for $94.37, which I paid as I need the Internet for work. Instead of updating the existing account, a new account ([redacted]-[redacted]05) was opened without my full understanding. I received approval emails which seemed odd. After returning from Indiana, I found my Cox services deactivated. I called for activation and was directed to the loyalty staff the next day. While my TV and Internet were activated in time for teaching online, I later discovered my landline was inactive, and a new unknown phone number was added without my consent. Now, a bill for $[redacted].51 arrived for the new account, leaving me confused and frustrated.

Dear Customer Service, We have been customers of Cox since the beginning of this year, transitioning from DirectTV and Dish in the past. Our account number is [redacted] and our service address is [redacted] N. Kachina Circle, Mesa AZ [redacted]. We encountered some issues during the initial installation process with a delay in connecting the second TV, resulting in an additional service charge. Due to unforeseen circumstances, we now need to temporarily suspend our services for a few months as we care for family members in Utah and Montana. We inquired about a vacation hold and were surprised by the associated fees, including a charge for equipment storage and cancellation. Considering the circumstances, we are exploring options that align better with our current needs. We are willing to honor our commitment and reassess our service around May [redacted]. If possible, we would appreciate your assistance in finding a solution that works for both parties. We value your service and hope to hear from you soon. Thank you for your attention to this matter. Sincerely, Terry & Renita Calton

On Thursday, June 6th, I contacted Cox to compare prices with their sales representative. Despite the higher monthly cost, I chose Cox under the impression I could self-install WiFi conveniently for free. However, after calling on Monday, June 10th, I spent nearly an hour on hold only to find out I needed to pay a $55 fee for a technician to visit the next day - a detail not mentioned before. Multiple representatives later, it was revealed that if the previous homeowners did not have Cox, a technician visit was required. This crucial information was not disclosed earlier, leaving me without internet for work, causing financial loss and work disruptions. Had I known this, I could have prepared better or chosen a different provider. The lack of transparency, unexpected costs, and inconvenience have left me frustrated with the process and financial implications.

My Cox service was down for 10-12 days, displaying an error message about checking my cable connections. Despite numerous resets and technician visits, the issue persisted. Eventually, the problem was identified in the attic with a faulty booster and unnecessary wiring. Once this was rectified, my service was restored. However, I was surprised to see a $75 service call charge on my bill, as I was not informed in advance. Cox justified this charge by stating it was related to internal wiring, outside of their responsibility. Even though I was without service for an extended period, I am unsure if I can dispute this charge.

Today is July 5th, the day we were supposed to have cameras installed between 8am-10am. However, by 10:08am, no technician had arrived. After contacting Cox Communications, they claimed the technician said he was here around 9am, which is not true as we were on-site well before 8am and didn't see anyone. We were disappointed to not receive any notification from the tech about his arrival. It's frustrating that the appointment was rescheduled without our consent. Customer Service suggested reaching out to our Sales Rep, but there has been no response. We hope this issue can be resolved promptly.

I have been in touch with Cox for over a month regarding poor reception mainly on the MLB channel, but also on other channels. A technician visited once, added a booster temporarily, and mentioned the outside pole needed work. After that visit, the TV worked, but internet and phone did not. After another call, a technician came the next day to fix the phone and internet, removed the booster, and pointed out the pole issue. Several more attempts have been made to address the problem. Cox assured me it would be resolved by the end of the week, but the issue still persists. I recently spoke with a representative who said they would escalate the problem to their backend team and promised a call back within 48 hours. Unfortunately, no one has contacted us, and the reception continues to be poor.

Subject: Account Inquiry - George Krefting Dear Sir/Madam, I am writing to bring to your attention an ongoing issue with our Cox Communications account linked to the details below: Account Number: [redacted] Name: George Krefting Address: [redacted] W Peoria Ave, Sun City, AZ 85[redacted] As longtime customers of Cox Communications for seven years, we typically switch to vacation mode for six months each year, from May to November. Despite multiple attempts to adjust our service this year, we have faced challenges and unexpected charges totaling $[redacted].68 instead of the usual $60. We received conflicting information from telephone representatives and were recently informed that our service could not be placed on vacation mode and had to be terminated, resulting in further charges for the modem. Given the circumstances and our desire to resolve this matter swiftly, we kindly request a credit for the excessive charges from May to July and the reinstatement of our account at the agreed seasonal rates. We are willing to pay the anticipated fees for the service accordingly. We appreciate your prompt attention to this matter and look forward to a favorable resolution. Sincerely, George Krefting

Hi, I'm a resident at the Cleremontcoast Hotel located at [redacted] 7th Ave in San Diego, CA. You can text me at [redacted]. Each unit comes with basic cable, which I believe is Contour TV. I'm interested in adding YouTube TV, Netflix, and the Stingrays app for a video music station. I'm a senior with my mom, aged 78, and myself, aged 57, so I was wondering if there are any discounts available. We also enjoy watching channels like TBN and the Travel Channel. Your website mentions package deals, but I'm considering just the Contour package. Can additional apps be added without affecting our basic cable service? What is the best deal available for these additions? If we need to remove basic cable due to costs, can we keep the Contour service? We have a flat-screen HDTV, would we need a different remote control? Please consider our budget limitations when providing options. Thank you! - Shawna Email: [redacted]

My name is Melissa Z., and the account is under my mom's name, Maureen Z. Recently, Cox Cable came to our house in Stafford Springs, CT at 43 Hopyard Rd because our cable and WiFi were out for days. The technician, Bob P., was outstanding, knowledgeable, and kind. I just wanted to commend him for representing your company so well. He exceeded our expectations, explaining the issues thoroughly. My father was close to switching providers due to his frustrations, but Bob's excellent service changed his mind. It was impressive that Bob remembered our family dog from over ten years ago. With a toddler and newborn, I rarely have time to write reviews, but Bob's exceptional service compelled me to express my gratitude. Thank you for your attention.

Dear Support Team, I am staying at Siegel Suites (Boulder III) in Las Vegas, NV, and our internet has been down for a few hours now. As I work from home, this situation is unacceptable. I require proof of the internet outage for my company's records. Despite contacting various sources, I have been directed to reach out to you. Even the office manager at Siegel Suites suggested I contact you. I have included my company's name below to streamline the process. If I receive a response, I will "CC" my supervisor. Due to this outage, I have been unable to work for over an hour, and 30 minutes causing inconvenience. Currently, I am using the provided router in my room to communicate with you. If you are unable to assist me directly, kindly liaise with our office so they can supply the necessary documentation. This will enable me to resume work and take care of myself and my puppy.

I have been unable to send emails for the last 60 days without changing my password daily. I keep receiving error code AUP#CXBL, stating that my sending IP address is blocked by COX for spam-like or suspicious behavior. Despite contacting Cox tech support, Cox Complete Care, and Tier 2 multiple times and having numerous tickets opened, such as the last one CUI[redacted]28 a week ago, there has been no resolution. I have friends and car enthusiasts to whom I send daily emails with pictures of their cars in groups of 20 or less, but I am not sending spam. As a longstanding Cox customer since [redacted], I seek assistance in resolving this issue promptly. - Larry M.

I contacted the loyalty number to cancel my Contour TV service. However, during the call, I tried to explain my reasons for canceling, but the representative kept interrupting me. Despite my insistence on canceling the TV service, the representative kept referring to fixing my upload/download speed. When I requested to be transferred to another representative, the situation escalated with the representative becoming argumentative. I asked to speak to a manager, but instead, I was placed on hold and then disconnected after being transferred.

I visited the Cox Store at [redacted] N. Rancho in Las Vegas, NV on September 16th. My name is Peggy L., and my cell number is [redacted]. The service address is [redacted] Fremont Street, Apt [redacted]. I recently received a Cox Cable Mini Box and an Internet Modem for my HP Desktop. I followed the setup instructions but encountered error messages on both devices. After speaking with Cox Tech Support, I discovered that the cable signal needs repair due to the previous tenant's connection. I am unable to use my email to contact them without my new cell phone arriving on September 23rd. I humbly request a service technician to fix the cable connection in my apartment. Please inform the office staff at [redacted] Fremont Street to reach me via telephone once the repair can be scheduled. Thank you for your assistance.

I visited the Cox Store at [redacted] N. Rancho in Las Vegas, NV on Monday, September 16th. My name is Peggy Lee, contact number [redacted], PIN [redacted], and service address at [redacted] Fremont Street Apt [redacted]. I received a Cox Cable Mini Box and an Internet Modem for my HP Desktop. Despite following the setup instructions, I encountered error messages on both devices. After contacting Cox Tech Support, I learned that the Cable Signal was not reaching my apartment due to missing a Cable Splitter for the Mini Box. I then tried connecting the Internet Modem but received Error Message [redacted]. Realizing the issue may be with the cabling in my Studio Apartment, I discovered that the previous tenant had Cox Cable Service but the building office is the current subscriber. I need a Service Technician to repair the Cable from the Wall in my apartment. Due to issues with my phone, I can't receive calls until my new phone arrives on Monday, September 23rd. I also need assistance accessing my email, as I only receive text messages on my cell for password resets. I hope to coordinate the repair with the office at [redacted] Fremont Street by telephone. Thank you for your assistance.

I visited the Cox Store at [redacted] N. Rancho Las Vegas, NV on Monday, September 16th. I received a Cox Cable Mini Box and an Internet Modem for my HP Desktop. However, after setting up the Mini Box, I encountered an error on my HDTV. I contacted Cox Tech Support and was informed that the Cable Signal was not reaching my apartment due to not using a Cable Splitter. Upon trying to connect the Internet Modem, I received Error Message [redacted], realizing the issue lies with the Cable in my apartment. The previous tenant had Cox Cable TV service, and my apartment [redacted] was remodeled before I moved in. The Apartment Building Office is the subscriber to Cox Cable TV for this address. I request a Service Technician to repair the Cable in my wall. Unfortunately, I lost my iPhone and my new one arrives on Monday, September 23rd. I am unable to receive calls until then. I also forgot my Email password and require my cell to receive text messages for a password reset. I set up my Email to only accept messages from my Cell #. Could someone please contact the Office Personnel at [redacted] Fremont Street by Telephone to coordinate the repair with the Cox Technician? Your assistance is greatly appreciated. Thank you.

I have two concerns I'd like to address. 1. My autopay was linked to a card I recently lost, resulting in a failed payment attempt by Cox and a $30 charge. I updated my payment information once I discovered the issue. I kindly request for the fee to be waived due to the oversight on my part. 2. On my upcoming bill, there is a $55 charge listed for professional installation. I had requested a service call after moving in, but the technician only needed to connect the service from the outside box, not perform an installation. I was unaware of any associated fee and would appreciate if this charge could be removed as it was not a typical installation service.

I am relocating to a new residence with internet service already provided, so I would like to suspend my Cox account temporarily for the next 2-3 months. I have been happy with Cox and would recommend it, but I won't require internet service during this time. I would appreciate guidance on the steps needed to pause my service. Kindly advise me at your earliest convenience. Thank you.