Cox Communications Customer Service Issues

I have been a loyal Cox customer for 33 years. I experienced TV service issues a few weekends ago, and a technician determined the box was faulty. Following a visit by a technician on Monday, Oct. 8, it was concluded that my TV was the issue and not the box. I then bought a new TV from Best Buy, which was delivered this morning. However, the technicians couldn't program the new TV and discovered that the box was indeed faulty after troubleshooting. After contacting Cox and speaking with two representatives, I was informed that the earliest they could send someone was on Thursday. As a long-time customer, I find this level of service unacceptable. Can someone please come out sooner? Thank you, Joyce Dunn. [redacted].

About six weeks ago, I made changes to my service plan, removing the sports package and adding TCM. During this adjustment, a sales representative verbally quoted me a price around $[redacted], forming a binding contract under Virginia State law. However, Cox Communications is now billing me $[redacted] per month, which does not align with our agreed-upon price. I view this discrepancy as a bait-and-switch tactic, where customers are lured in with one offer only to be presented with a higher-priced alternative. I am requesting that Cox honors our original agreement as recorded, providing the services at the agreed-upon price. I am prepared to take legal action and escalate this matter if it is not resolved promptly.

Cox Cable has been causing me constant frustration every month, leading me to contact them frequently. Recently, they billed me for a returned check, despite me having to close my Chase bank account due to a breach. I tried to update my payment information with Cox well in advance, but they insisted on charging me a $25.00 fee instead. Despite multiple discussions with supervisors, they remain unwilling to credit the charge. To make matters worse, they have now added an $8.99 late fee to the disputed amount, even though I paid on time. Despite my regular payment not being due until November 4, [redacted], they are threatening to disconnect my cable services.

I have previously contacted support about this issue. My name is Torre L. from Surprise, AZ. I have been waiting for over a week to watch S9 E4 of The Walking Dead on AMC. Despite my previous attempts to resolve the issue, no representative could explain why the "watch" option was not available. Instead, I could only set a reminder. Now, when I try to watch the show, it plays for a few minutes, then gets stuck in an endless loop of commercials before reverting back to the episode. This recurring problem is frustrating considering the high cost of my cable service, over $[redacted] a month. I am starting to consider switching to Direct TV due to these ongoing issues with Cox. The requirement to verify my grandmother's maiden name also seems unusual. I expect a resolution promptly or I will have to cancel my service. Please inform me of the number of years I have been a customer with Cox. It is disappointing to pay more for a service that consistently fails to meet expectations.

I keep receiving numerous robocalls while on calls, which is very inconvenient. I want to permanently disable call waiting to address this issue. Even though attempting to use *38 does not work, when I contacted Cox support, I was told that call waiting is now permanently enabled. I believe this is a mistake and would like guidance on how I can turn off call waiting permanently to stop the interruption of robocall beeps during conversations. Many other Cox customers have expressed frustration with this recent change to enable call waiting. Please provide a solution or escalate this matter to the appropriate supervisors at Cox for resolution. Thank you. - B. A. Black

I would like to report incidents of communication wires being stolen from multiple poles in the Des Allemands area. I have several pictures showing the poles being manipulated and bent due to the thefts. The criminal activity involving extracting metal wires from larger coated wires using methods like blowup and vacuum seems to require a coordinated group effort rather than an individual's work. I have observed a group of individuals involved in this operation, including someone pulling and bending the poles, others monitoring and controlling the situation, as well as people responsible for stripping the wires and selling them at scrapyards. I have already notified the St. Charles Parish Sheriff's Office, Energy company, and local community groups about these concerning activities that affect essential locations like the fire department, churches, and daycare centers, posing a risk to residents, especially those with disabilities in the area. Please investigate this matter further. Feel free to reach out for more information or to view the provided pictures. Thank you.

To Whom It May Concern, On 11/19, I visited the Cox store to exchange my remote and was informed about a new system. I brought home the new Contour but couldn't install it due to various reasons including health issues. After an unsuccessful attempt with a technician over the phone, I requested an in-home visit. A technician came on 11/20 and completed the installation, charging me $55. As a loyal customer of over 30 years with a $[redacted] monthly bill for bundled services, I am questioning the charge for the installation. I kindly request a $55 credit to my account. Thank you.

I was convinced by a foreign representative to bundle services, but I didn't want it and struggled to understand due to the accent. Unhappy with Cox TV programming, my bill increased within a year, blaming it on streaming a movie we never did. Despite explaining this, a rude Cox representative insisted on not canceling TV to keep the bundle price. Knowing the internet cost would rise, I still wanted to cancel TV. After being pressured for over 45 minutes, I felt frustrated with Cox and the representative. Now, I want to lower my Cox internet cost based on principle. Is this achievable?

I have a detailed account of my attempts to seek help from Cox after they disconnected my phone. I was informed that my phone was turned off because I need new equipment, which is problematic as I use antique and cordless phones that are not compatible with the new devices. Despite scheduling an appointment to check the outside equipment, I received a cancellation notice for an appointment that was never made. I am deeply concerned about the lack of [redacted] service, considering I am an older person with heart issues. Due to the ongoing issues and unhelpful communication, I have decided to switch to a different provider. Please adjust my phone bill for the days without service and provide me with the contact details for Cox's Board of Directors. Kindly refrain from disconnecting my internet, as it is my only means of communication. My name is Rosilyn Couturier.

I am frustrated by the deceptive practices of the sales representative I dealt with and I am seeking a resolution. I arranged for Cox service over the phone with a male representative on 12/13/18. He repeatedly assured me that my monthly bill would be $80.00 for the next 2 years with no hidden fees. I was also told that my current modem purchased from Verizon would be compatible. Upon the technician's visit for installation, I was informed that my modem would not work, contradicting what the sales representative assured me. I was then forced to rent a modem from Cox for an additional $10.00 per month, feeling deceived by the sales representative. After inspecting my bill, I discovered I am being charged an extra $6.50 for local sports and $10.00 for an additional TV, which goes against the promised $80.00 monthly fee without any hidden charges. I reached out to a representative today and was directed to speak with "Jimmy." I expressed my frustration and requested the name of the male representative from the 13th, but I was informed that the name on the transaction was "Christine." It seems that "Christine" deliberately misrepresented themselves, raising doubts about the honesty of Cox's representatives. During my conversation with "Jimmy," I downgraded my services, and he mentioned releasing me from the 2-year contract to rectify the mistake. However, my new bill will exceed the promised $80.00 due to the additional $10.00 charge for the modem. Having encountered issues with Verizon in the past, I switched to Cox but now face similar deceitful practices. I am a hardworking RN putting in long shifts to make ends meet, and I find it discouraging to have to battle for what is fair. I question the integrity of individuals in this industry and urge for accountability. Disgruntled, Maude F.

Recently, I received a call from Cox on December 20th asking for an immediate payment of $[redacted].04, which I paid online as requested. However, to my surprise, on December 22nd they deducted $[redacted].00 from my account. Despite my plans to pay on the 5th, they proceeded to charge me anyway. Being a diabetic reliant on medication and solely on social security in my early 70s, this unexpected charge has put me in a tough spot. When I raised my concern to a supervisor, he expressed doubt about crediting the excess amount. The lack of empathy displayed by the supervisor and the unhelpful attitude of Cynthia from customer service left me deeply disappointed. I am in urgent need of the $[redacted] for my medication, and the lack of accountability from Cox in addressing their error is distressing.

Dear Sirs/Madam, I am writing to share my recent experience with COX Cable Services. The issues started around December 7 or 8, [redacted], and were only resolved today, December 28, [redacted]. Throughout this time, myself and my neighbors at 23 Clevner Dr. and 19 Clevner Dr. in Kenner, La. [redacted], encountered multiple outages and had numerous interactions with your Technical Support and Field Technicians. While your representatives were polite and knowledgeable, it took nearly three weeks to fully resolve the problem. A similar incident happened in December [redacted], which lasted until early January [redacted]. I was previously credited $37.34 for the outages in early December, but the problems persisted. I kindly request that COX reviews and adjusts my bill accordingly. Your prompt attention to this matter would be greatly appreciated. Thank you for your cooperation. W. Mannie Troncoso

I have been a loyal customer for over 20 years and always pay on time. However, my monthly bill was raised again, and the customer service I received was unsatisfactory. After speaking with a retention specialist named Nyle (sp?), I was informed that some of my discounts had expired, and future rate increases are likely. I was given options to lower my bill by removing premium channels or downgrading services. Additionally, I was surprised to learn there would be a $[redacted] fee to exit a contract that no longer applied to my account. While I understand the constraints the representatives face, I feel undervalued as a loyal customer. The recent changes in billing make me feel unappreciated and I am disappointed in the outcome of my inquiry. Despite this, I wish everyone a happy and healthy new year. - Ed

I live at [redacted] Pebble Drive in Roanoke, VA with my wife. On 12/27/18, my wife contacted Cox to report poor cable quality we've been experiencing for weeks. The next day, a technician came. He found a cable connection issue behind our living room TV, but didn't properly fix the wires and left a mess behind. He also left mud on our carpet and did not reattach a new splitter to our house neatly. I am disappointed in the service and am considering switching providers after being with Cox for 30 years. Please avoid sending the same technician to our home. - David/Pam Lyon

Title: A Stroke of Luck I purchased a long piece of ¾” Manila rope yesterday to build a rope swing for my 5-year-old grandson, Felix. After some struggles with positioning the rope correctly, my string broke just as I was about to secure the rope. Frustrated, I contemplated starting over but felt deterred by my fatigue. Desperate, I half-jokingly wished for a bucket truck and, to my amazement, a Cox Cable truck stopped in front of my house. The driver helped me hang the swing, and Felix got to enjoy his new plaything. This stroke of luck left me in awe of the universe's mysterious ways, as shared with my wife Roxanne, who reminded me that sometimes things just fall beautifully into place. T.

Hello, my name is Chris and I am experiencing difficulties with my bill. Unfortunately, I have encountered a frustrating experience with the customer service department regarding this matter. Each time I call, I am promised assistance only to be placed on hold for extended periods, leading to disconnections with no resolution. The problem at hand is that my bill has significantly increased over the past month due to the expiration of the promotional period I initially signed up with. Initially, I had a bundled package that included internet, local channels, and Showtime channels at no extra charge. However, I recently discovered additional service charges and fees for the Showtime channels, resulting in my bill jumping from $59 to $99. I was not informed that the promotional bundle would expire after a year, nor was I notified about the price hike. Despite my attempts to reach the "loyalty department" for assistance, I have been unsuccessful. I am reaching out in the hopes that someone will address my concerns promptly and revert me back to my original package. If this issue is not resolved promptly, I may have to consider canceling my service with Cox Communications. I have been a customer for over a year and it is disheartening to resort to writing this message instead of speaking to a representative directly for help. I trust that this situation can be resolved efficiently and would appreciate some form of compensation for the inconvenience caused.

On January 19, [redacted], I discussed with Jhon A from Cox that my payment was not received, as indicated in the email notification. I also spoke to Anthony in Collections who mentioned that the payment had not been received yet, seemingly attributing it to postal delays. Despite mailing the payment on January 10, [redacted], at the local USPS drop box, there seems to be a recurring issue with Cox not receiving my payments on time. This previously occurred in November [redacted] as well. While my bank showed the payment was in Cox's possession during that incident, there was no confirmation when I called to inquire. This repeated inconsistency in receiving and processing payments from Cox is causing unnecessary complications and frustrations. Experiencing this problem twice within a month is concerning and I would appreciate it if Cox could investigate and rectify this matter promptly. This was not an issue in the past, and it seems like there may have been changes in the process that are causing these delays.

Dear Mr. Devid, First and foremost, thank you for taking the time to read my letter and considering the well-being of my family of four. I won't take up much of your time as I understand you are busy helping others. My name is Umid Eshboyev Tashkentovich, and I reside in Karshi city, Republic of Uzbekistan. I am married with two young daughters whom I adore deeply. We currently live in a modest, inadequate, and tiny rented home. My wife focuses on caring for our children as she does not work, while I work as a radio correspondent. Unfortunately, my income is insufficient to adequately provide for my family, and we struggle to make ends meet. Our dream of owning a home seems out of reach, and we face the prospect of being homeless in the coming winter if we cannot pay our rent. We are in a very vulnerable situation, and I am deeply concerned for the future of my family. I am considering opportunities to work in South Korea where the salary is reportedly better, but I first need to secure a small home to shelter my family. Your generosity and assistance in helping us purchase a home would be life-changing for us. We have no one else to turn to for help. Every little bit of assistance counts towards securing a better future for my family. Your support would mean the world to us, and we would forever be grateful. Please do not turn a blind eye to our plea for help. Your kindness would make a significant difference in our lives. Thank you for considering our situation. We wish you good health, honor, and success. With utmost respect, The Eshboyev Family National Bank for Foreign Economic Activity of the Republic of Uzbekistan, Karshi Branch Please disregard any account information mentioned in previous communication.

I am reaching out on behalf of my parents, Jesse and Phyllis T., since they do not have access to email, the internet, or a computer. They've been experiencing reception issues with their Cox Cable for several months. I have listed their details below in case you need them to review the numerous calls my mother has made to customer service and the service visits to their home. Despite several technician visits, the problem with the sporadic reception on both TVs persists. Technicians suspect it may be related to a junction box across the street, but this remains unresolved. In a recent call on 1/28/19 at 1:45 p.m. CST, my mother was treated disrespectfully by a male representative who abruptly ended the call without resolution. Having been loyal customers for 32 years, my elderly and disabled parents rely heavily on their television. Despite the ongoing issue, they have faithfully paid their bills on time from their fixed income. I kindly request that this issue be addressed promptly, a credit be applied to their account upon resolution, and appropriate measures be taken to prevent future problems. Thank you for your assistance, Tammy T. Vanveckhoven

I have been paying my Cox bill for 6 months successfully. Last month's payment was done on the 17th as usual through electronic banking. However, I received notices of payment due. When I spoke with a Cox representative yesterday, he mentioned that my bank had the wrong account number, resulting in the payment not being credited to my account. I pointed out that the same account number had been used for the past six months, but he stated that Cox would no longer apply payments to that account. It would have been appreciated if Cox had informed me about this change beforehand so I could have addressed the issue. Therefore, I am disappointed with the lack of communication and the sudden change in the payment process. I hope for better customer service in the future. Best regards, M.H.