Cox Communications Customer Service Issues

I am sharing my frustrating experience with Cox from the last few weeks. During their recent visit to fix my internet, they accidentally disrupted the TV connections. I needed the internet fixed as it kept shutting down during my work teleconferences. They diagnosed a problem with the wiring in my house and did a temporary fix. However, after their visit, my TV stopped working. I discovered a hot plug in my bedroom TV after calling Cox about the issue. They have now scheduled another visit to fix the TV connections. I had to spend 4 hours waiting for the initial service, impacting my work. I also purchased new equipment as suggested by Cox, thinking it would resolve the issue without additional charges. I am requesting the removal of a $[redacted] fee for "Internet Pro Connect" and clarification of any charges related to the upcoming service visit.

I need assistance with clearing busy signals on my landline phone through Cox. The system has locked me out, requesting a form and a fee. I prefer speaking to a live representative instead of filling out forms. This issue was fixed recently but has recurred. I seek prompt support to address the ongoing problem with the busy signals. Thank you, Murray.

I called because our WiFi has been down for 10 hours. I waited on hold for over 20 minutes and listened to a man excessively repeat one sentence about being on hold. The agent, Rhonda, insisted no one had performed a modem reset. I have a text message from Cox stating the one they did failed. I also performed it twice. She then said it needed to be done again. I asked to speak to escalation. She put me on hold and came back, saying she reset it again. Why didn’t she do that at the beginning instead of giving me a runaround? Basically, Cox lies to customers, intentionally wasting our time to avoid accountability for service. The WiFi still isn't fully working. I have to call an unprofessionally trained agent for help, knowing they lie and avoid aiding customers. I am researching other WiFi options. This is inexcusable; Cox is arrogant, uncaring about quality, just frustrating customers into accepting poor service. Great job, Cox!

I am very dissatisfied as my internet has been down since Sunday. I was scheduled for a service technician to come two days ago between 5:00 and 6:30 PM. However, at 5:30 PM, I received a call from the technician saying he couldn't work on my service because it is a fiber connection. I have been a customer since [redacted] and never had fiber until recently being told I needed it. The technician mentioned the paperwork stated it was fiber. Now, I was assured someone would come yesterday, but there was a no-show. I rely on the internet for work and need assistance urgently. I hope to have someone come promptly to resolve this issue as it has been quite frustrating.

I recently chatted with Paula to sign up for Internet services for a 6-month period. Despite my clear instruction, she tried to enroll me in a plan with a 1-year service agreement, subjecting me to an early termination fee. I expressed my frustration with her lack of attention to my needs, but she seemed unable to grasp my concerns. This experience has severely shaken my trust in Cox as a company. I'm disheartened by the stories I've heard about bait-and-switch tactics, and I feel fortunate to have avoided falling victim to it this time. It might be beneficial for Cox to enhance the training provided to customer service representatives, focusing on active listening and careful consideration of customer requests.

I registered with Cox on August 26, [redacted]. I obtained and self-installed the equipment. Despite 3 different technicians visiting, the issue was identified as a Cox cable access problem to my home. An assessment by an external contractor was promised but never occurred. When contacted, they claimed they couldn't access the side of my home due to my neighbor's parked truck. Even though both parties were present, no attempt was made to ask them to move it. My issue was said to be escalated with a response due in 72 hours, but upon calling back, I was informed it would take 10 days. I decided to cancel my service on October 14th, having never used it. A representative named Legend assured me of a zero balance, yet I received a $[redacted] bill via email after returning the equipment. I believe I shouldn't be charged for a service I never received.

I followed your advice and started a chat until they requested my credit card information, which I am not comfortable providing. I am not willing to do that to receive the service I require for the cut cable to my landline beside my bed, which is crucial for my safety and security. I previously faced challenges reaching Cox and had to troubleshoot the issue myself. What is the resolution, and can you assist with this matter? I urgently need them to come and repair or replace the cable line immediately. Best regards, Junardi

I recently upgraded to the PVR Contour box and followed the instructions for installation. I plugged in the power, connected the HDMI1 cable from the box to the TV and set the TV input to HDMI 1, connected the Cable wire to the splitter connected to the WIFI, and then plugged it into the wall outlet. When I attempt to set up the remote (xr11), I ensure the TV and Contour box are on, and fresh batteries are in the remote. I press the "setup" button, wait for the red light to turn green, and then press the "contour" button, but I do not receive the 3 digit code prompt. I have tried unplugging and reconnecting the power cord and checked all connections. I am frustrated and would appreciate any suggestions or the possibility of a technician coming to assist.

I reside in Arlington, where I noticed that your team was laying cable last Monday. Unfortunately, the work done in my backyard has caused significant damage. Deep holes have been left behind and piles of orange cable are scattered throughout. Additional white lines for future digging have been marked, including one leading up to my house through a flower bed. No one has returned since last Monday, preventing me from conducting necessary yard work. I recently moved back to my Mother's house and one of the affected areas is the former vegetable garden that I was planning to prepare for next Spring. The damage has made this task impossible. Despite not being COX customers before, we will not consider their services in the future. I will be sending a bill for damages once everything is resolved. My address is [redacted] W Elm in Arlington, NE.

I need assistance regarding my Cox account. My account number is [redacted] and my zip code is [redacted]. I have noticed errors on my recent bill. I had put my account on a suspended payment service from November 16 to February 7, [redacted], with no WiFi or telephone service. However, Cox is charging me for WiFi, which was not part of the agreement. Additionally, I was charged $15 for a call to NYC that I did not make. I only agreed to pay for the suspended services, nothing more. Please address these issues promptly, or I will have to consider canceling my Cox services. Email me at [redacted]

I've had multiple frustrating experiences with Cox sales representatives. After receiving incorrect information from two agents, I spoke to a loyalty representative who didn't offer me the lower bill I was hoping for. Despite spending hours on the phone addressing billing issues and trying to resolve a missing channel on my mini box, I was ultimately convinced to switch to a contour box which ended up being too expensive for my needs as a senior on a fixed income. When I attempted to install the new contour box in my bedroom, I discovered there was no power cord included. After improvising with the mini box power cord, I experienced technical issues and had to contact Cox for assistance. Unfortunately, while trying to troubleshoot, the power cord broke inside the contour box, leaving me without TV service in my bedroom. This has been a frustrating and time-consuming ordeal.

My landline has been down for 2 days. I got a text saying it's fixed, but it's still not working. I have no dial tone and it won't ring. The phone's light is red, indicating it's charging. I've tried unplugging and replugging it with no success. My landline number is [redacted], and my cell is [redacted].

I've been struggling to set up my Wi-Fi router and update my address on my account. I've tried reaching out online and making calls, but there seems to be an issue with my information. I've already made a payment, but I'm still not receiving the Wi-Fi service I paid for.

I recently had a technician from Cox visit to inspect my equipment due to poor internet signal. I was informed that I need to replace my coax cable, which would require drilling a hole in my siding and cement foundation. When I inquired about fishing the cable through like the old one, I was told Cox does not offer that service and advised to contact an electrician. The electrician also mentioned needing to drill a hole. Could you please provide me with information on the cost associated with Cox replacing my cable?

Please find attached the supporting documents regarding my recent move from [redacted] Indian Creek Dr, Las Vegas, NV [redacted]. During the relocation, two movers were hired, and unfortunately, some cable boxes were misplaced. Following the incident, I contacted Cox Cable and was instructed to file a police report, which I submitted at the local Cox store. Despite my efforts, the store was unable to process the report and directed me back to customer service. After a chat with a representative, I was assured that the issue was resolved. However, the charge remains on my current bill. I lack rental insurance and am unsure how to proceed further in resolving this matter. This letter, along with the attached documents, represents my final attempt to address this issue. Regards, Andre Smith

Order Date: January 06, [redacted] I have spent 10 hours on Thursday trying to resolve this issue: I contacted to inquire about prior COX service at my new address. Despite not wanting an account, I was given monthly charges of $[redacted] and now received a bill of over $[redacted]. I never agreed to establish an account or used the service. I have been in touch with multiple customer service representatives to explain the situation. I plan to return the COX box that I did not order to the nearest store at my own expense. Please remove all charges from my name immediately. Thank you. -David K.

There is a frayed cable wire on Barnes St. across from my address at [redacted] Edward Dr., Macon, GA. Multiple technicians have visited, but I require a boom truck specialist to replace the cable as it is obstructing the passage of various vehicles. Urgently seeking assistance to rectify this issue.

Dear Team, I want to update my account address. The house I was renting got sold, and I had to move out quickly. I grabbed all the equipment during the rush. I've settled at my new address: P.O. Box [redacted], Cal-Nev-Ari, Nevada, [redacted]. Should I return the equipment to a specific address? Also, I would appreciate receiving my total bill. Please confirm if any actions have been taken regarding my account. Apologies for the inconvenience and thank you for your help. Best regards, Gale D.

I am experiencing frequent network drops daily. Service technicians have visited four times to address the issue without success. Several neighbors in our area are also facing similar problems. Here is a list of some affected neighbors: - Sandy and Gina Goe at [redacted] La Cima Rd, SB [redacted] are experiencing frequent drops, including during a recent video conference. - Tu Pham and Drew Duncan at [redacted] La Cima Rd have drops multiple times each day but have not been able to coordinate with Cox for a visit yet. - Laura and Don Newman at [redacted] La Cima Rd have noticed slow speeds and disruptions while streaming from Amazon Prime. - Kathy Cook at [redacted] La Cima Rd experiences issues with her Cox Contour box when watching recorded shows. These issues are affecting my Zoom classes, streaming services like HBO Max and Netflix, and also impact devices like laptops and cell phones in our household. Despite previous attempts to fix the problem, including replacing the modem, the network drops persist. I am hoping that with this information, Cox will investigate the "Service Node" as suggested by the last technician. Thank you.

Account Number: [redacted][redacted] I have been a customer on the seasonal program for a while now, but recently had to reconnect my services as my brother and his wife are temporarily staying with me. Despite being home all day waiting for the technician on March 30, [redacted], they didn't show up. The emails I received from Cox indicated the technician was there for only about 3 minutes. The next day, when my brother waited at the door, the technician arrived. Unfortunately, soon after, the "new" modem failed, disrupting my sister-in-law's work-from-home schedule for three days. Over the six years I've owned the house, I've faced numerous issues with reactivating the services, including modem replacements that didn't last. I've also encountered billing discrepancies regarding the seasonal reconnection policy. I urge Cox to reassess and improve its services. Thank you. D.D.