Cox Communications Customer Service Issues

I am currently experiencing issues with my Cox landline phone that has gone dead, rendering me unable to communicate or use the internet on my computer. Despite attempting to contact Cox when the phone briefly worked, I have been unable to get through due to a busy line or technical difficulties. As a result, I am unable to seek assistance through traditional means and rely on my cable connection. This issue arose recently on Friday, Feb. 8, [redacted], following the Patriots playoff final on Jan. 20, [redacted]. I am concerned about the lack of communication and access to essential services.

I recently noticed a significant increase in my internet bill, making it difficult to afford. I reached out to the customer service through chat, and an agent promised to leave notes on my account and provided me with a number to call the next day. However, when I contacted them, there were no notes as promised, and the agent was unhelpful, stating there was nothing they could do. Despite considering bundling services with Directv to stay with Cox, I haven't received any helpful assistance. I am hoping to find someone within the company who can help me resolve this issue and continue being a customer. Thank you for any help you can provide.

A month ago, I made the decision to cancel my cable service. After contacting customer support, the cancellation process seemed straightforward. However, upon returning the equipment the next day, I discovered that not all services were actually cancelled. In frustration over losing discounts, a representative suggested adding Homelife for a temporary solution. Assured that the new monthly rate would be $48.71, I agreed to the change. A recent bill revealed unexpected charges, including a reinstated installation fee and fees for the supposedly complimentary Homelife service. Despite numerous attempts to rectify the situation via chat and phone calls, the issue remains unresolved. An initial promise to remove erroneous charges and adjust the monthly bill to the agreed amount has not been fulfilled by any customer service representative. The unresolved fees are causing unnecessary stress, and I am seeking assistance to rectify the billing discrepancies promptly.

Hello, I am writing to express my dissatisfaction with the service provided over the past five months. On November 1st, after moving, I requested a transfer of service and added my fiancé to the account for billing purposes. However, despite confirming his addition, he has been unable to speak with customer service. There were issues with the technician visit as well. After a rescheduled appointment, the technician had trouble connecting one of the cable boxes, even facing unhelpful responses over the phone. Subsequently, another box had registration issues and a separate box experiences repeated connectivity problems. These ongoing issues, coupled with poor internet connectivity affecting work presentations, have led me to seek services elsewhere. Despite multiple attempts to address these issues, the lack of assistance and the recent service charge have made this experience truly frustrating. I hope for a resolution soon.

As a visually impaired individual who relies on TV for audio content, I am seeking to decrease my expenses on TV services and allocate more towards internet services. I am considering downsizing my cable TV package to reduce costs while still enjoying audio programming. Despite my disability, I value my cable service but aim to pay a more reasonable amount than the current daily rate exceeding $3. I believe that individuals with disabilities should have access to services tailored to their needs. Therefore, I am requesting a discount or modification to my Cox cable package to ensure affordability while maintaining the services I enjoy, particularly the internet.

Good afternoon, I am writing regarding my recent interaction with Cox representatives. Today, around 3:15 PM Mountain Time, I called to discuss my concerns about the billing policy. Despite being a loyal Cox customer for 30 years, I was surprised to learn that a friend received the same service for approximately 50% less than what I have been paying. My friend was quoted a price of $[redacted] for everything included, while I pay around $[redacted] for the same package. When I inquired if this was a new customer offer, I was informed that it is a standard price. During my call, I spoke with Cox representative Ron, whose company ID is [redacted]. I found his attitude to be condescending and rude, leaving me with a negative impression of Cox's customer service. I would appreciate it if someone from Cox could review the recording of our conversation. Thank you for taking the time to look into this matter. Best regards, William Eggers Mesa, AZ

Subject: HBO Channel Issue I am disappointed with the recent service I received from Cox. Despite agreeing to include HBO in my package for $[redacted].01, the channel was not operational after installation. When I contacted customer service, I was informed that an extra $10 fee was required, contrary to our agreement. I urge Cox to honor our original deal and include HBO without additional charges. I appreciate your prompt attention to resolving this matter.

A technician named David (Tech #: 93191_476) from Cox Communications visited to set up the router, internet, and cable for Charles MacQuoid. Despite Chuck's request to only allow one designated point of contact, the technician did not verify this information and proceeded with the setup. This raised concerns about customer protection and why anyone over 19 years old can allow entry without proper verification. The technician's only advice was to change the password daily for security, which seemed inadequate. To address these issues, a call was made to Cox Communications to change the account holder's name and ensure that only the account holder has access to the password. Taylor, the phone representative, initially hesitated but eventually made the necessary changes to protect the account holder. With the increasing risk of personal information being compromised online, it is essential for companies to provide better online protection measures for their customers.

My spouse and I visited your store at [redacted] E. Bell Rd. in Phoenix, Arizona. We were assisted by Brian Miller, a Solution Specialist, as we were considering upgrading to Voice Contour service. Mr. Miller mentioned there would be no fee to upgrade, and we would need to set up a central DVR and two smaller units while keeping the existing small COX units. Despite our inquiry about service interruption, Mr. Miller assured us there would be none. However, upon returning home and turning on the TV, we found no service. After troubleshooting, we contacted Technical Support and spoke with Annette, who rectified the situation by reinstating our previous TV settings without losing DVR storage. She even refunded a $20 charge and scheduled a technician to complete the set-up at no cost. While Annette's customer service was exceptional, I am disappointed with Mr. Miller's inaccurate information. There seems to be a need for improved training on customer service ethics for COX sales representatives like Mr. Miller. Sincerely, F.J. K., a concerned customer.

My spouse and I visited your store at [redacted] E. Bell Rd, Phoenix, AZ on March 15, [redacted]. We were assisted by Brian Miller, a Solution Specialist. We were interested in upgrading to Voice Contour service. Mr. Miller informed us there would be no fee to upgrade, requiring the installation of a central DVR and two smaller units while keeping our existing COX units. He assured us there would be no service interruption. However, upon returning home that night, we found our TV service was down. After contacting Technical Support and speaking with Annette, it was clear that Mr. Miller had prematurely switched our service. Annette resolved the issue efficiently, refunded a $20 charge, and scheduled a technician to finalize the setup at no additional cost. Annette's excellent customer service exceeded our expectations. I was disappointed with the misinformation provided by Mr. Brian Miller and believe COX's sales team should receive improved training in providing accurate information. Sincerely, Frederick J. K., PhD, MD, FACG.

Dear Supervisor, I am writing to express my frustrations with Cox's services. Despite facing a series of issues since signing up, my experience has been far from satisfactory. Initially, a professional installation was required, leaving us without internet access, which severely impacted my studies and work. Although reassured that the installation fee would be waived, our bill showed an overcharge of $[redacted].15. After contacting customer service, I was told conflicting information about the fee removal, with no immediate action taken. Additionally, a recent attempt to downgrade our services was mishandled, with the changes not being effective as promised and a visit to the store now required. The lack of transparency and poor communication from Cox has been incredibly disappointing. As a busy student and spouse of an active-duty Air Force member, dealing with these issues is both time-consuming and frustrating. I am requesting written confirmation of the fee adjustment and to have the downgrade backdated as previously discussed. I urge for a swift resolution to these matters. Thank you, Rebecca Lyons

In July [redacted], we returned our rented Cox Modem and switched to a NETGEAR Cable Modem recommended by Comcast for XFINITY. Before purchasing, we verified with Cox that the new modem would be compatible. However, upon calling [redacted], we discovered the number was not in service. After reaching out to Cox, we were informed that we did not have a telephone modem, which we only use for fax services. Recently, a technician visited to check our phone service and mentioned that the new modem could not connect to the phone line, indicating Cox should have flagged this during our switch. While our Internet service with Cox remained unaffected, we realized we have been billed $40.00 monthly for phone services we have not been receiving since July [redacted]. We are requesting the cancellation of the phone service and a refund for the charges.

We have been using Cox cable for a long time at our property, which consists of a main house and a small guest house. Our setup included one cable box in each house until recently when my husband tried to negotiate a lower bill. Instead, we lost some channels and got a security camera, causing both houses to lose the cable signal. A technician visited but couldn't fix the issue, instructing us to contact Cox. Despite my husband's call and another visit, the problem persists. It's frustrating that our loyalty isn't being recognized, and I'm considering switching providers due to this ongoing inconvenience. I hope this matter can be resolved promptly. Thank you, Karen W.

On Sunday, April 14th, I spoke with a Cox customer support agent online to arrange a payment for the 22nd. Despite being assured the request was successful, my service was unexpectedly disconnected on the 14th due to a system glitch. I contacted customer support on the 15th to rectify the issue, set up a new payment for the 18th, and was reassured there would be no reactivation fees. Unfortunately, the payment on the 18th did not process, resulting in two activation fees and a $50 returned payment fee due to an error with the card information provided. I have been attempting to reach chat support for 3 hours without success, desperately seeking a resolution before morning.

I'm having trouble understanding your message as it appears to be a string of random characters repeated multiple times. If you could provide more context or clarify your concern, I'll be happy to assist you further.

We previously had a bundle with cable, internet, and phone services with Cox. However, upon moving to a new home in December [redacted], we received a bill for approximately $[redacted] in January, which was significantly higher than our usual $[redacted] monthly bill. After contacting Cox, we learned that an employee had removed our phone service from the bundle without our consent, leading to further complications as it was our business line. Despite promises to rectify the issue, subsequent discussions with multiple Cox representatives revealed that our original bundle was no longer available, and the alternatives offered did not align with our budget. After facing mounting bills and service interruptions, we paid $[redacted] to cover the outstanding amount. However, the ongoing struggle to resolve the situation has been incredibly frustrating, especially given our long-standing relationship with the company. We are hopeful for a prompt and satisfactory resolution to this matter. Best regards, Michael and Sharon O. [redacted]

On my most recent bill that I just paid, there was a long-distance charge that I did not authorize. As an 86-year-old customer, I rarely make long-distance calls. When I contacted Cox, a young man was rude and insinuated that I was lying. He even claimed he was in charge and threatened to do nothing if I repeated my claim. I firmly stated that I was the one in charge and could switch providers with a single call. Earlier, I received a suspicious call indicating someone might try to charge calls to my account. When I informed Cox Customer Service, they claimed to see nothing unusual. I suspect this might be related. This is the first time I've been treated poorly. If I do make a long-distance call, I am more than capable of paying for it.

I have been using a Cox email address for approximately 30 years ([redacted]). I am a Mac user running MacMail v. 11.5 ([redacted].9.1) on both my home and work Mac computers. I could send and receive emails normally until last Thursday (April 24) on my work machine. Since then, I am unable to send emails from my work location. Despite having identical settings on both machines, I can connect to "imap.cox.net" to receive emails but cannot connect to the "smtp.cox.net" outgoing server. After contacting Cox Customer Service and attempting various solutions like changing passwords, I was transferred to a higher level of support but got disconnected. Despite calling again on Monday and going through the same troubleshooting steps, when I requested to speak with a more experienced representative, I was informed I needed to purchase a $10/month service. The Mail Log shows an error message related to a blocked IP address when trying to send emails. Even though my IP is not on any blocked lists, I have been unable to send emails for a week now. Many other Cox customers seem to be facing similar issues based on what I see on the forums. I am hoping for a resolution to this problem soon.

Since arriving in Europe, starting in Copenhagen at my hotel's WiFi, I've encountered email issues on my laptop but not on my iPhone. Boarding a Princess cruise worsened the situation, leading to over 4 hours of troubleshooting with Apple support. No issues were found with my devices, so a temporary Gmail account was created. Recently, accessing webmail has become a challenge requiring completion of a security challenge, sometimes involving entering the last 4 digits of my SSN or identifying images. Due to severe laryngitis, I am unable to call for assistance but hope to resolve this without straining my voice further.

I have been a loyal Cox customer for around 45 years since they first arrived in the Tidewater area in Norfolk, VA. I am seeking assistance in reducing my bill, as I have not had a satisfactory experience with customer service. Instead of addressing the pricing issue, the representatives have been dismissive and impolite, opting to remove services rather than help. My bill has risen from $[redacted].38 in March [redacted] to $[redacted] in May [redacted] for the same package. This $70 increase is unacceptable, especially for a long-term customer. It feels like Cox is neglecting their loyal elderly customers while offering better deals to new clients. Contacting customer service has become daunting, as the outcome varies depending on the representative. Although some have been helpful in the past, I am struggling to find a solution this time. The best offer I received was $[redacted].98, only $5 less than the higher bill in April. I am hopeful for your assistance in lowering my bill back to the $[redacted].38 range. Your help in this matter would be greatly valued. Thank you.