Cox Communications Customer Service Issues

On Thursday, October 17, [redacted], Technician #[redacted] came to install and set up a new DVR box (Contour). He was difficult to understand due to his accent from South Africa, which made communication challenging from start to finish. When he arrived, he inquired about the Cox cable outside box, located at the back of the house. During the setup, he was not helpful in explaining the new remote and seemed annoyed by questions, even raising his voice at one point. This experience left me feeling uneasy. Previous technicians from Cox Cable have always been courteous and supportive during equipment installations. For future services, I kindly request a technician who is easier to understand and preferably bonded. Please address this matter without involving my name directly. I'm looking for assurance that this issue has been resolved. I suggest waiving the service fees for October 17, [redacted], and offering compensation for the unsatisfactory and uncomfortable service from the Cox Communication Technician. Thank you.

I encountered an issue with Cox breaking my bundled plan this month after I returned a Cisco modem that I never used for the phone, only for internet. Despite purchasing a new non-Cox internet modem months ago, the Santa Barbara, CA office provided conflicting information about Cox's ownership of the modem. A higher-level Cox customer service representative instructed me to mail it back to the corporate office with a prepaid mailer, which I promptly did. Disappointingly, no one mentioned that returning the modem would result in my bill exceeding $[redacted] more when unbundled. I never utilized the modem for telephone services, nor did I use the phone itself, as my initial interest was in the attractive bundle price. Currently, I find myself caught in a cycle of back-and-forth communication with Cox regarding this matter.

On October 17th, my bill unexpectedly increased by $17. After reaching out for an explanation, I was informed that new boxes were necessary, although it was unclear why. Following this, I received an email stating there would be two $75 charges on my next bill for internet and tv, only to have everything changed to "free" upon further inquiry. Despite this, I decided to pay the $17 increase. However, I am now shocked to receive a bill totaling $[redacted].72. My initial goal was to lower my bill, yet it has unexpectedly risen by almost $[redacted]. I am confused about the requirement for new boxes that I never requested and the changes made to my internet service without any discernible improvements. Please reach out to discuss this matter as I am unwilling to settle this bill without clarification.

On December 5th, [redacted] around 12:30 PM, as I walked out to the parking lot at my workplace, I observed a utility truck working on the lines. I coincidentally noticed that we were experiencing internet issues, which piqued my interest. When I turned to re-enter the building, the Cox worker shouted rudely, "What are you looking at, lady?" His disrespectful behavior left me taken aback, and I believe that if he were my employee, I would want to be informed of his conduct.

I had an unfortunate three-week cable outage in my neighborhood and encountered poor text message support. Despite these issues, I want to highlight a positive experience I had today. A service technician came to fix multiple problems, and I want to commend his exceptional service. He was friendly, thorough, knowledgeable, and worked efficiently. Out of a rating of five stars, he deserves a six in my opinion. Roger Willcox [redacted] W. Monte Cristo Ave., Phoenix, AZ [redacted]

As a caregiver, I am attempting to make a payment on my deceased client's account and close it. Unfortunately, I do not have access to her login details or social security number to do so. Despite numerous attempts to contact Cox offices in southern California, I have been unsuccessful. Could a representative please contact me at [redacted] to assist with resolving this matter? Thank you.

My converter box keeps freezing, making it impossible to turn off with the remote. Once, it got stuck on a screen message, and I couldn't do anything. Last night, while watching TV, I tried changing channels, but nothing happened. I couldn't even turn off the box or the TV. This has occurred twice since I had it installed this Monday. I contacted customer service, and they rebooted the unit, but I'm concerned as this shouldn't be happening with a new device.

I recently placed an online order for internet services with Cox. After receiving a call from a Cox agent claiming my payment didn't go through and needing payment by 6 pm, I contacted them around 4 pm to settle the payment. Surprisingly, they mentioned that my services were already paid for and no payment was required. Despite this, I received an email stating my services were on hold. Confused, I called again to clarify and paid for the services. They rescheduled my installation for today between 10-12, but no one has contacted me. After reaching out, I was informed that I needed to pick up the equipment from the office for same-day connection. I'm unsure how to set it up and frustrated by the confusion in my order. Despite making the payment, I am still without services. This entire experience has left me dissatisfied, making me reconsider choosing Cox for my internet needs.

In December, I had an appointment for wireless installation, but nobody showed up. After a rescheduled appointment also resulted in a no-show, on the third attempt, an installer finally came and later another installer came to set up a new box. However, I was erroneously charged three $75 installation fees for these services, which could have been resolved in one or at most two visits had additional questions been asked by the phone agent to understand my needs. I kindly request a credit of $[redacted] for the unnecessary visits. During this time, I was dealing with the recent loss of my husband and a multitude of responsibilities such as funeral arrangements and legal matters, making the missed appointments with Cox particularly stressful. I urge prompt resolution of this issue; otherwise, I may need to consider canceling my services. Thank you for your attention to this matter. - S. Marshal, [redacted] Telstar St, Norman, OK.

On January 18, [redacted], I made an appointment to move 2 cable lines in preparation for my daughter and grandkids moving in mid-March. Initially quoted $60 for both lines. Technician Chris Ashley arrived on time for the appointment. However, he mentioned that without existing TV hardware, he couldn't proceed. After explaining our upcoming TV plans, Chris contacted his supervisor David for approval to move the lines, which was granted but at a higher cost of $75 per line. Despite expecting $60 for both lines, I agreed to the increased price. During the installation, Chris accidentally made holes in the walls of both bedrooms. He apologized, but I am left with damaged walls in newly renovated rooms. This morning, Chris informed me that he left his drill in the attic, and my husband will return it later. To summarize, my concerns are: 1. Initially quoted the wrong amount. 2. Technician indicated he couldn't perform the work initially due to lack of TV service. 3. Supervisor approved the work at a significantly higher cost. 4. Two newly made large holes are now in the walls. 5. Due to these issues, I am reconsidering my service options with your company. Thank you for your attention to this matter, Ruth Hurley

We received the contour box to replace our cable box. It seems quite complex to navigate. Are there alternative boxes available? The subtitles are too small, even on the largest setting. With our previous box, we could choose between analog or digital, with analog providing larger subtitles. Can the contour box accommodate that feature? We heavily rely on subtitles for our viewing experience. Also, is it still possible to connect the cable directly to the TV without using a box? We currently have a starter cable package. Thank you for your assistance. - Mary

I am disputing two separate bills that I find outrageous. Firstly, I only had cable for around 22-23 hours due to storm damage. Despite my multiple calls to Cox, they never sent anyone to repair the damaged cable, which has been off ever since. Following the move, I didn't see the need to contact Cox again as the cable was never turned on. I dispute both bills as the equipment was returned to Cox Communications in Topeka, KS in [redacted]. I urge you to correct this billing error and remove any negative reports from my credit. The subcontractor who installed the cable can confirm that I never had the service. Regards, Sheryl S. R.

For the past few months, our TV has been experiencing a recurring issue where we can't change channels. When reaching out to customer support, they have suggested various solutions including unplugging the TV, resetting the cable box, and even sending a new remote, none of which have resolved the problem. As loyal customers of Cox, it's frustrating that the issue persists without a clear solution in sight. We're left missing parts of our shows due to the lengthy troubleshooting processes. It's beginning to feel like considering alternative cable services might be necessary if this problem persists. We would appreciate it if Cox could provide some insight into why this issue keeps happening and offer a more effective fix. Patience is running thin, and a resolution would be greatly welcomed.

1. I receive complimentary basic cable through my apartment complex. 2. I recently upgraded and added internet services without realizing they would be under the same account. 3. Despite a good payment history, I am now facing difficulties with payments. I was told my internet could be disconnected at any time, but unexpectedly, my TV service was disconnected on March 8 at 10:00 PM PST. 4. I can understand the internet, but this marks the second time my TV service has been disconnected - why is this happening? 5. On March 4th, I interacted with three different departments - customer service, billing, and sales - and received conflicting information. 6. I am seeking a permanent resolution. I request the reinstatement of my TV services under the Desert Palms Apartments' account. 7. I am eager to collaborate with the billing department to address any outstanding balances. 8. I wish to keep the internet service registered under my name while maintaining the TV services under the management of Desert Palms Apartments.

I need to speak with a technical representative. I've been waiting on hold for the "next available representative" multiple times for up to 15 minutes each time. My PBS channels are not working properly, showing static images and sometimes sound, but usually nothing at all. I previously called on March 18th, and a technician came on March 20th, fixing the issue temporarily for that day and the following day. However, on Sunday, March 22nd, the problem resurfaced and has not been resolved since. Last fall, a similar issue affected the RSU public station alongside the PBS channels, and back then, it was determined to be a problem with the transmission line. I believe it might be the same issue this time. Please provide guidance.

I recently contacted Cox for low-income internet service. The sales representative offered me various deals, but I wasn't interested. Due to the pandemic, they eventually offered me a 12-month contract for $19.87 per month with the first month free, which I accepted. After installation, I had trouble connecting and had to call customer support. A technician came, did the work, and replaced my router. Shortly after, I received an email stating my monthly bill would be $56.90 plus $[redacted] for Cox Pro, which I find unreasonable. I am willing to pay for the technician's service but disagree with the higher monthly fee not mentioned during the initial offer. I hope for a prompt resolution to this issue as I feel deceived by Cox's pricing. Sincerely, Julio C. G.

After relocating my modem and wifi router to a different floor in the house for improved signal coverage, I encountered an issue with activating my Cox email account. Although I initially believed I needed a second modem, I have since installed a wireless adapter on my desktop computer to connect it to the wifi network successfully. Despite resolving the internet access problem, I am still unable to access my Cox email account due to activation issues related to the modem. I have returned the modem to the store and would appreciate guidance on how to gain access to my email account on the computer with wireless internet connectivity. Thank you for your assistance.

On April 24th at 10:26 a.m., I purchased Panoramic Wifi Pods. During my store visit, the representative mistakenly disconnected my service, leading to a frustrating series of events with Cox. I spent 3 hours on the phone with various Cox employees trying to resolve the issue. Despite efforts, my TV service could not be restored, and a technician who came out was unable to fix the problem. Additionally, I discovered that Cox had changed my phone number of 22 years. I had to contact them to rectify this, but callers were informed my number was disconnected in the meantime. I will be returning to the Cox store on Monday to obtain new TV boxes in hopes of resolving the ongoing issues caused by what appears to be inadequate training and overwhelmed staff. This has been an incredibly challenging and disappointing experience with Cox, unlike any I have encountered with any other company.

I recently interacted with your chat technical support agent, Jacob C. Unfortunately, the experience was unhelpful. Jacob asked irrelevant and strange questions, such as my first dog's name, which caused unnecessary delays. Despite expressing that the conversation was over, he continued messaging me slowly. Dissatisfied, I contacted Cox's technical support and within a minute, a helpful agent resolved my issue in just 5 minutes.

I have been experiencing ongoing issues with my internet and phone services since the beginning. Despite two calls and a technician's visit to address the problem with my open outside box, it remains unresolved due to the neighbor not being available to allow access for repairs. The poor call quality has led to negative feedback from my employer, resulting in my termination. A recent speed test showed only 49.1 download speed and 2.6 upload speed instead of the expected 10 megabits. I rely on reliable internet for working from home and need this problem fixed promptly. I also expect compensation for the time and inconvenience I have faced. My phone line is also affected, with static noise and dropped calls making it difficult to work. I am in urgent need of a solution as this service outage is impacting my livelihood.