Cox Communications Customer Service Issues

Hello, Salvatore! Thank you for your recent order of Gigablast Internet and HomeLife Security & Automation from Cox Communications. Your order number is [redacted]4 and is associated with the account ending in [redacted]. The service will be provided to [redacted] White Oak Dr, Pensacola, FL [redacted]. A confirmation email will be sent once the order is processed. To check the status of your order, simply click on the 'Check Order Status' button online. For any inquiries, you can reach us at [redacted]. We appreciate your business and look forward to assisting you further. Warm regards, The Cox Team *Please note this is an automated email, do not respond. Visit www.cox.com for any further communication.*

We subscribed to Cox internet service ([redacted] Mbps) a year ago and were satisfied initially. Our household has minimal usage with 1 TV, 2 PCs, 2 mobiles, and less than [redacted] GB/month data usage, usually under 20 Mbps. Recently, we experience frequent disconnects, disrupting Zoom meetings and TV streaming. The drops occur at the wired gateway too, not just on Wi-Fi. Despite troubleshooting myself, the issue persists, resolving spontaneously. Today, I contacted tech support, but they attributed the problem to the number of devices on the network, suggesting an upgrade to Gigablast, which I find unnecessary. My experience in computer/network systems tells me the 'number of devices' is not the issue; bandwidth utilization matters most. The focus on upselling rather than addressing the instability is disappointing. I value the service when it functions correctly but may need to explore alternatives if the reliability concern persists. Would appreciate prompt follow-up from Cox.

Subject: Concerns with Cox Communications Services I've been a loyal customer of Cox Communications for 30 years, but I've been facing continuous email accessibility issues despite the increasing service charges. Despite contacting Cox multiple times, the explanation provided is ongoing maintenance in my area. The erratic email service is essential for my work communication, and the intermittent outages are highly problematic. I believe reaching out to a Communication Specialist would yield similar responses, so I'm hesitant to engage with customer service representatives. Today, I contacted a representative as advised by the Attorney General's office. This recurring problem affects my work efficiency, and I hope for a swift resolution. Best, Barb

I think I am being charged twice for the same services. My account number is [redacted] [redacted]12, and I live in apartment [redacted] at the Paddock Club in Gainesville (MAA Connect Bulk Services). The property has a corporate account with Cox that bills residents for TV service without the option to decline. Recently, they started billing for Cox Internet through the corporate account, in addition to the TV service. The issue is that I have a personal account with Cox, with the account number provided, and have been receiving separate bills for both TV and Internet directly from Cox. I request that the Internet billing stops as of August 1, [redacted], as I will be included under the Paddock Club master account. Furthermore, I seek clarification on whether I should receive a separate bill for the TV service or if it's part of the package. Thank you. H. Boswell [redacted] FT Clarke Blvd Apt [redacted] Gainesville, FL [redacted]

Hello, we recently moved into our new construction home and reached out to set up services. Due to covid-19, we were placed on a waiting list for service installation in August. As a teacher starting the school year virtually, waiting until August is not feasible for us. Upon contacting Zona, they promptly came the next day. However, when I called Cox to arrange for Cable TV, DVR, and Phone services, we were once again placed on a waiting list. We are loyal customers in good standing - my husband, a retired police officer, and myself, a teacher in Peoria. When we initially signed up in [redacted], we were given a first responder/ civil servant discount. I am curious if this discount still applies, and I am concerned about the almost $[redacted].00 bill without internet.

Our internet is down again. This issue occurred last month for 4 days. Despite Cox Service and Tech Service checking our house and confirming that the problem was on Cox's side, the internet went down yesterday. I contacted customer service, spoke with a kind representative, and requested to speak with a supervisor. I was promised a call back, but it never happened. Upon calling again, a supervisor informed me that the earliest assistance would be Friday morning. I stressed the urgency, but was told they could only help if there was a cancellation. I asked to speak to another supervisor, but was told there were none available, so I was directed to Corporate, a dead end at [redacted]. This situation is causing significant issues as my wife, a Mental Health Nurse with the VA, relies on stable internet for critical video meetings with fragile veterans. We need Cox to promptly address and correct this recurring problem as loyal customers of over 20 years. We simply seek the reliable service we pay for. Thank you, Paul Carroll.

On Monday, August 3, [redacted], I experienced a power outage due to the weather, resulting in my landline telephone not working properly once power was restored. I can only use one of the phones now, and the other shows "No Line" with no dial tone. I would appreciate assistance from Cox to determine if I need a new phone or if they can help fix the issue. The Cox account is under my late husband's name, Herbert McDonald, at [redacted] Bertha Street, Norfolk, VA, 23[redacted], with the telephone number [redacted]. As I rely on my email ([redacted]) due to the phone problem and being the only phone in the house, I hope a signal can be sent to resolve this matter. Being an 80-year-old, I may need a patient representative to help me with this. Thank you for your understanding. Gladys McDonald

Today was my scheduled COX cable system installation day. Ready for the interior work, I hesitated to disconnect my current cable until after the outside work, so I phoned COX for a tech arrival estimate. I was surprised to learn a crew had allegedly completed the work on August 4th without notifying me. Visiting outside, I see nothing was done. Frustrated, I feel I could DIY but prefer professional assistance. Unless COX addresses this promptly, I may need to cancel my order. Contacting them is a challenge, and when reached, they disagree about the completed work. I believe a tech's expertise would be beneficial, but unless they visit, my cable connection remains incomplete.

We have been experiencing issues with the MLB Extra Innings package since its activation. Despite several hours of telephone technical support, the service works intermittently. A technician visited and found an error in how it was set up by Cox. After additional two hours, the games were back on. However, today channel [redacted] is malfunctioning, while others are working fine. It's frustrating. I prefer not to spend another two hours on the phone. Please update our records to reflect the ongoing poor service. I will attempt to watch again tomorrow and contact support when I am more patient. June & Richard Landry.

During this baseball season, I have noticed multiple instances where an L.A. Angels game was scheduled to air on Fox Sports West (channel #29) based on the on-screen guide, but another program was aired instead. I contacted Customer Service today to inquire about potential future issues, and was advised to pay an additional $10.72 for the Sports package to access the game. Despite following the suggestion, I still encountered the same problem with a different program being shown on the channel. This situation is extremely frustrating as it feels like a scam. I request that this issue be resolved promptly. I anticipate being able to watch the game on Fox Sports West tomorrow night; otherwise, I will cancel our subscription, request a refund of all fees paid to Cox over the years, and demand the termination of your business license in California. This is a serious matter as I have paid for a service that has not been delivered as promised.

On 8/10, I utilized Cox.com chat to upgrade to gigablast internet. I acquired the new modem and self-installed it. Currently facing issues that need resolution: 1. Two representatives confirmed my post-upgrade bill would be $[redacted]-$[redacted] in separate chats. However, viewing my account on cox.com displays a bill over $[redacted]. 2. I requested that service changes wouldn't interrupt connectivity, as my children were starting remote school due to COVID. When picking up the modem, service was cut off without warning causing a 30-minute disconnect during their first day of school. 3. Despite upgrading to gigablast, I'm not achieving the promised speeds. Even with an ethernet connection, speeds max out at [redacted] mbps, falling short of expected [redacted] mbps. Tech support suggested a $[redacted] charge if the issue isn't Cox's responsibility. Requested resolutions: Either lower my bill to the initially quoted amount or ensure no charge for a tech visit to address service issues hindering the usage of the upgraded service as promised.

During my conversation with a lady from Cox Retention Department, our call got disconnected abruptly. Subsequently, I received an email from Cox indicating an alleged service order with a slightly increased price. I had contacted Cox to reduce our expensive monthly bill from $[redacted] to $[redacted], highlighting unused TV channels like those above 94. Despite being assured by the representative that she would assist, the call ended unexpectedly. As long-time customers and senior citizens, aged 94 and 90, with a history dating back to Cox's establishment in Rhode Island 30 years ago, we expect transparency and fair dealings from Cox. I urge Cox to review the call transcript for clarity and integrity in handling our account. - Zelda G. and Morton M., Cox account holders at 25 Cole Farm Court, Providence, RI [redacted]

I am having issues with my Cox bills and trying to reach someone urgently due to ongoing problems with my phone service and email for several weeks. Despite technicians visiting multiple times and my neighbors experiencing the same issues, the problems persist. I was able to get a $[redacted] credit two weeks ago, but then received a conflicting demand for payment of the same amount. The Cox icon disappeared from my computer, causing me to miss important calls and access to my email. I need assistance removing Stars channels from my package and resolving the issue of not receiving voicemails promptly. I want to address the payment concerns, but also want deductions for the inconvenience and lack of service I have experienced. It's crucial to resolve this promptly as my service is at risk of being disconnected.

I have WIFI service in my Cassitta for my desktop and my wife's laptop in the main house. Everything was working fine until recently when I couldn't connect the laptop to the internet, even next to the router/modem. I had the laptop checked at OfficeMax, and they said it connects fine to WIFI there. They suggested resetting the modem and contacting Cox to delete my IP addresses to fix the issue. I want to know if deleting my IP addresses will affect the information on my desktop. Can you confirm if this is a valid solution? Please respond promptly as my wife needs access to her laptop. I've already tried resetting the modem with no success.

I have been a customer of Cox for 13 years. Last summer, I followed their website's instructions to self-move within the same city. Everything went smoothly, but my billing address didn't update after the move. When I contacted customer support, my services were disconnected without explanation, causing significant issues for my home-based business. Despite some credits to my account, my bill increased by 42% in my second year. After numerous attempts to resolve this, they now want $[redacted] immediately or will disconnect me. I cannot afford this sudden increase. I have been with Cox since March [redacted] and believe I am entitled to a loyalty discount. I have reached out through letters and phone calls, but the situation remains unresolved. I am concerned about being disconnected today without a resolution. I requested to speak with Thomas Priddy, but I have not been connected yet.

I have been a customer of Cox for over 12 years now, having landline and internet services since March [redacted]. In July [redacted], I followed their instructions for a self-move within the same city. Everything was fine until I tried to update my billing address and got disconnected for several crucial weeks, almost impacting my business. They gave me a new account number, making me a "New Customer" after all this time, which was frustrating. Now, my rates have shot up from $95 to $[redacted], without any loyalty discounts or bundle options available to me. I was even told that removing the landline could cost me more, which doesn't make sense. I have been struggling to reach a person of authority to address these issues, and now I am facing a possible disconnection due to a bill of $[redacted] that I can't afford. To add to the frustration, Cox has left cables unburied in my yard for over 6 months despite my repeated calls. This situation is a mess, and I just want to switch to a different provider who values their customers' communication.

I have been a customer of Cox for over 20 years and have relied on Microsoft Outlook Express 6 for my emails. Recently, I found that Outlook Express 6 is no longer working because Cox has not provided the necessary incoming and outgoing mail server settings. Although I have switched to using Cox Webmail as per their suggestion, I am not satisfied with its performance. I have heard similar complaints from others about Outlook Express 6 not functioning. I am curious if Cox will reconsider supporting Outlook Express 6 in the future, or if I should consider switching to Earthlink, which does support this email program.

My internet connection was slow and kept cutting out during my work meetings. Despite restarting both my modem and computer, the issue persisted. As a teacher conducting classes from home, my students were unable to hear me properly due to my voice continuously cutting in and out. I contacted Cox for assistance, endured a 20-minute hold, and eventually spoke with a customer service representative who repeatedly interrupted me and did not listen to my concerns. After checking my internet speed, which was fine, she abruptly scheduled a technician visit without addressing my questions or concerns. When I requested to speak with someone else, she abruptly ended the call while I was still trying to explain my situation. Despite my objections, an appointment for a technician was arranged without my consent.

Hello, this is Classic Insurance in Middletown, RI. I am experiencing issues with my business email account. When I try to send/receive emails through Microsoft Outlook, I keep getting an error message stating there is a problem with my user ID or password. My user ID is [redacted] and my password is Luke1313. I usually access my emails at my home email, [redacted], but I am currently at work. Please reach out to me at [redacted] to assist. My business is being affected by this problem, and I urgently need help. Thank you, Paul Reynolds.

I recently upgraded to the "Gigablast" service, but unfortunately, it's not working as expected. A technician visited on 9/11 and could only achieve speeds of [redacted] Mbps due to issues with the distribution node. Despite work orders and tech visits on 9/13, 9/14, and 9/15, there has been no improvement. I'm disappointed not to receive the service promised and wish to revert to my previous 150Mbps speed, adjust my bill accordingly, and cancel both cable and telephone services. Your prompt attention to these matters is appreciated. Thank you.