Cox Communications Customer Service Issues

I recently received my bill and noticed an additional charge of $50 listed as "one-time charges and credits." I believe this fee was related to a technician visit that was arranged by a customer service representative I spoke with. However, the representative did not inform me of any associated charges beforehand, and I assumed the service to set up my modem with Cox was complimentary. My previous modem was functioning well, but I upgraded to a new one that was incompatible due to a cable issue from the previous owner/Cox setup. Had I been aware that the technician visit would incur a $50 fee, I would have either continued using my old modem that worked or explored other options like participating in Cox Complete Care. Given my current financial circumstances and the unexpected charge, I am seeking assistance in potentially having this fee waived or credited to my upcoming bill, as the technician visit was not explicitly requested by me, and the cost was undisclosed.

After spending nearly four hours on a Cox chat service, I was promised a free replacement modem at the Cox store on 8-AUG-20. However, when I visited the store on 13-AUG-20, I was initially informed they did not offer this service. After showing them the text confirming the offer, the manager reluctantly intervened, allowing the replacement but confusingly mentioning it would appear as a charge on the bill first. Despite the charge, the promised credit was not issued. I was instructed to return to the store for the credit, a trip I have not been able to make yet. I strongly believe this should not be necessary. Additionally, I was recommended to get a new router from Walmart that did not resolve the connectivity issue. A technician later discovered the problem was due to a splitter outside our building, limiting our connection. Although fixed, I am still unable to receive a wireless signal upstairs without arranging another service call. After enduring two months of unsatisfactory service and multiple wasted hours, I seek a resolution without the need for another store visit. If required, I would like to return the modem for a full credit.

Regarding Site [redacted] and Account Number [redacted]04, Lance Marcos has been patiently waiting for Cox to address landscaping concerns for the past 17 years. The cable pedestal on the left side of the house and the green box on the right need to be placed in vaults. Despite a tech visit on 9/13/[redacted], where pictures were taken and a request was supposedly submitted, Lance has not received a response in 5 months. Previous notes on the account from 9/04/[redacted] confirm this ongoing issue. Lance feels frustrated with the lack of communication and hopes for a resolution without resorting to drastic measures. A field request form has been submitted, but the closed ticket from 9/13 was incorrectly categorized as "equipment left behind," which led to no follow-up from Cox. Lance seeks a timely and appropriate response to address the landscaping concerns promptly.

Our internet service has been malfunctioning for the second day. We are experiencing two main issues. First, the TV signal is showing no signal. Second, we are unable to send or receive any data over the internet. For instance, when I tried to open a Microsoft Office file, a Microsoft update was initiated. However, it took several minutes to receive an error message saying there was no response. I suspect the lack of outgoing connection is hindering the Microsoft program's download process. I spoke with your customer service representative yesterday who mentioned that the solution should be a simple fix. It has been around 24 hours since we first noticed the problem, and my patience is wearing thin.

When my 2-year contract ended in September, I contacted Cox's sales department to renew my service. We agreed on $[redacted].00, but my September bill showed $[redacted]. Since the bill was issued before I renewed at the agreed price, I paid $[redacted]. Now, in November, my bill still reflects $[redacted] instead of the $[redacted] we discussed, including an additional $35 for a late fee. I kindly request that you update my bill correctly to $[redacted] as agreed upon. There should be ample notes from our previous conversation where extensive approval was needed for this adjustment. Thank you, D. Bauer.

I have been unable to access my Cox Webmail or email for a week now. Whenever I try, I receive a message saying "Connection timed out. Please try reloading the page. Reload." Clicking on "reload" just repeats the same issue. I've spoken to more than 20 technicians, and while they've given various explanations, one said my account and messages are still accessible, though I can't see them. Unfortunately, most of my call transfers end up with busy signals or dial tones. A customer service representative mentioned he was aware of a similar case and promised to resolve it, but I haven't heard back since. I plan on contacting them again tomorrow (Monday). In the meantime, I can be reached at my secondary email on Outlook, which I've listed below.

I have been a loyal user of Cox internet service for over a year, paying $59.99 per month. However, on August 21, [redacted], I noticed a charge of $[redacted].93 on my Capital One credit card from Cox for an unspecified service that I did not order. I promptly disputed the charge, but the phone number provided on the claim turned out to be bogus. I reached out to Capital One's dispute department on September 27, [redacted], and they informed me in writing that they rejected the payment to Cox and requested documentation for the charge. Despite this, I have not received any response from Cox. When I called Cox on October 19, [redacted], I was informed of additional one-time charges under "new charges," now totaling $[redacted].93. The representative was unable to explain the charges and promised a forthcoming letter, which I have yet to receive. I want these unjustified "new" charges to be dropped as I faithfully continue to pay my monthly fee of $59.99.

I'm trying to determine when my Cox contract ends. We signed up with Cox in February [redacted] and are considering switching to just Internet instead of the current Internet and Cable bundle. Since we're not using the TV services much, we're looking to wait for the contract to end before making the change to avoid any additional fees.

I contacted the support team to reduce my bill over the phone, and they successfully lowered it significantly. I was told that new equipment would be delivered to my home, and I should return the current equipment upon receiving the new one. After three months, I realized I hadn't received the new equipment, so I inquired about its status. They mentioned I could pick it up at the store despite telling me it would be delivered. The issue is they continued to bill me $[redacted] for the past three months instead of the reduced $[redacted], assuming I would wait for the equipment at home. They promised to investigate the initial phone call but now deny any knowledge of it. I needed the internet for my kids, and they only reconnected it after I paid $[redacted] towards the bill. Frustrated, I paid the amount but still owe $[redacted] to restore the service fully. When I called again today to discuss the disputed charges, no one could assist me. I am upset and need help resolving this situation. They should refund the overcharged amount for the 3 months due to the billing error and undelivered equipment as promised over the phone.

I recently mounted a new TV on the wall in our home where we have a bundle deal with Cox for our phone, internet, and TV services. When the Cox technician set up the TV initially, they used excessively long cables and splitters that are now visible and cannot be concealed due to their length. The technician suggested that Cox should return to shorten or remove some of the wires. I am wondering if there will be a fee for them to come back and address this issue. As a valued customer, I am hopeful that Cox will assist with this matter.

I own a Samsung OLED Smart TV connected to a Cox Arris Contour DVR. I am encountering an issue where, after accessing certain venues on YouTube, a persistent message appears at the bottom of the screen stating, “You have entered a third-party App.” Even after exiting the venue, the message remains visible. I have attempted to resolve this by restarting the TV, exiting Wi-Fi mode, and switching between Roku channels, but the message persists. I am seeking guidance on how to remove the "third-party" notification from the screen.

I previously spoke to a representative, but unfortunately did not receive assistance with my issue. I am seeking to have the $25 fee for a returned payment removed from my account. This occurrence happened when I used the automatic payment system for the first time, even though I had enough funds to cover it. The payment was due on 11/16/20, and I made the payment online on the same day, with the transaction clearing my bank promptly. I kindly request that Cox Communications eliminate the $25 charge from my account.

I am currently behind on my bill, and my service was suspended recently, coinciding with the time my rent is due. I rely on the service for my daughter's school and intend to pay once I have the funds or receive my unemployment benefits. Today, a representative from Cox arrived while I was with friends. He openly discussed my financial situation, which was embarrassing. Despite my request to talk later, he insisted on immediate payment to maintain the service or return the equipment. His lack of respect for my privacy, along with his rudeness and pressure, made the situation unpleasant. Feeling upset, I prefer not to communicate with Cox directly. I am disappointed with their approach to collecting debts, especially during these tough times. I want to retain my service, crucial for my daughter's schooling, but an apology from Cox is necessary. The representative's behavior was unnecessary and unprofessional, threatening to escalate the issue. I plan to share my experience on social media platforms and seek resolution without further confrontation.

I recently got an email saying I have to return a Contour Receiver or face a $[redacted] fee. My son and I returned two items to the Cox store and talked to a sales representative about his service issues. The sales rep mentioned that my son could keep both boxes since he required service in both the living room and bedroom. There are no other Cox items in his apartment. Thank you, Helga A. Wilson

On December 1st, a Cox live agent convinced me to upgrade to the Gigablast plan because my internet was slow. The agent assured me it would solve the problem. Fast forward to December 18th, and nothing has changed - my internet speed is still slow, not as promised. I've been trying to get a refund or credit from Cox for days. When I contacted a live agent on the text platform ([redacted]), they claimed the system wouldn't allow them to process a credit. Requested a supervisor but was told that option wasn't available. Asked for an email address to escalate the issue, but was informed there isn't a department for that. When I mentioned Mallard Holliday or Pat Esser, the agent said they weren't familiar with those names. Cox really needs to address this before facing a major lawsuit.

I am frustrated with the long wait times and frequent disconnections I experience when calling Cox. I've been trying to contact them on Christmas Eve and had to give up. I previously spoke with Daniella at 1-[redacted] regarding my account, and she made some changes. However, I am not happy with the service I received as a survivor of oral cancer with speech difficulties. I requested to cancel Cox Complete Care on January 10, [redacted]. Now, my computer is malfunctioning, specifically my Canon CanoScan LiDE 70 scanner, saving scans as PDFs instead of Jpegs in the wrong location. I am 77 years old and not tech-savvy, so this is very frustrating for me. I hope Daniella understood my request correctly, and I am expecting assistance from a technician named Nick from Cox Complete Care. I am tired of the long waits and disconnections and would appreciate speaking to a supervisor. Thank you, and Happy Holidays.

I purchased the Cox starter internet and TV package on December 10th. After receiving 2 miniboxes, I was informed I could still use my existing modem. However, a week later, my internet suddenly stopped working. After contacting customer service, they mentioned my account wasn't activated. Even though I managed to persuade a representative to send a new modem by mail, it never arrived. Despite receiving an email reminding me about the unused modem, I faced issues when trying to have a friend collect it for me without official ID. Cox store employees insisted I come in person. Unfortunately, I lack official identification to do so. Despite several calls to Cox, each representative provided conflicting solutions - some claimed the modem was on its way, some said it was part of a work order (which I did not request), and others suggested having my friend pick it up (which failed twice). Desperate for a resolution, I would even pay for a Cox technician to deliver the modem to me.

I just finished a conversation with customer support, which was ended by the busy agent. It was a bit frustrating as I had been waiting for a long time. Here is how it went: Oliver, the Cox Virtual Assistant, greeted me and then transferred me to Veronica. I explained to Veronica that I have internet with another provider but wanted to add Contour TV with Cox, specifically the package including ATT Sportsnet. After providing my address and account information, Veronica mentioned the pricing and promotions vary by location and asked for my address again. I reiterated my address but the chat ended abruptly with Veronica saying the chat was over. It was a bit disappointing after trying to get assistance.

I have yet to receive my bills for December and January. I had assumed the checks were delayed in posting both times. I had to make a payment of $[redacted].99 using a credit card over the phone today. I usually pay by check and prefer not to use my credit card for payments. I operate a home business and it's crucial for me to know what I am being billed for each month. My last check payment was made in November, amounting to $81.99 with check #63.81. No payments were made in December and January due to the absence of invoices. I find it unlikely that I missed two separate billings. Please ensure that Cox is sending my statements to the correct address at PO Box [redacted], Pine Valley, CA [redacted] under my name, Nancy Hawkins. It is essential for me to receive tax-deductible invoices for my business records. I kindly request copies of the November, December, and January invoices for my office's tax preparation. Thank you.

Recently, on March 1, [redacted], I contacted a representative from Cox regarding the increase in our monthly bill. We originally believed our monthly bill was set at $[redacted].81 until August [redacted], but the representative clarified that Cox can adjust charges at any time. After discussing the matter, we reached an agreement on a new monthly rate of $[redacted].70 until February 28, [redacted], which we found acceptable, hoping for no further increases during this period. Despite paying the current bill per the agreed-upon amount, we were surprised to receive a claim that we owe $2.85. Considering the $5.01 difference between the previous bill and the new sum, I am puzzled by this discrepancy and would appreciate clarification on the matter. While it is a small amount, understanding the situation is important to me. As loyal customers of Cox for the past 17 years since moving to Williamsburg, constant bill increases pose challenges for us as retirees on a fixed income. I hope for a prompt and helpful response. Thank you, Jim Morford