Cox Communications Customer Service Issues

On January 30, I discussed our bill with a Cox representative. Initially quoted at $[redacted], an increase from our usual $[redacted], I found a local service with the same package for $[redacted]. After contacting Cox again, they agreed to match the price at $[redacted].58 with taxes and surcharges. However, I received an email on January 30 confirming the new account at $[redacted].66, not the agreed $[redacted].58. I replied to dispute this and requested a written bill reflecting the correct amount. Yet, as of now, we have not received the bill. We prefer paper bills due to past billing discrepancies. I am willing to visit the nearest Cox store to pay the correct amount of $[redacted].58 x2, totaling $[redacted].16, rather than the billed amount of $[redacted].20.

I want to commend Lakeitha Peters for her exceptional support and kindness. I recently had to return cable boxes that belonged to my late sister, and Lakeitha was incredibly sweet and helpful throughout the process. My sister had AT&T internet service, and when I visited their store to return the modem, the staff there were rude and unhelpful, directing me to go to the UPS store instead. The employees at UPS mentioned that many customers have faced similar issues with the AT&T store. I am grateful for Lakeitha Peters' outstanding service at your Millerville Store in Baton Rouge, LA. Warm regards, Melanie C.

Hello, I recently upgraded to Gigablast Panoramic internet service but noticed a $[redacted] equipment charge on my bill for not returning the old box. The new box has been problematic, which is why I haven't returned the old one yet. Despite a previous call disconnection, I will return the old box tomorrow to receive the necessary credit. I'm also expecting a prorated discount for the days Cox service was completely down a few months back, as promised by customer service. As a single mother of 3, every dollar matters, especially since reliable internet is crucial for my daughter's school and my son's job. I appreciate your prompt assistance with these issues.

Last October, my Cox bill increased to $[redacted].18. As a 77-year-old senior, this is unaffordable for me. I reached out to my local Cox office, and they recommended a different package to reduce my costs. I was hesitant about committing to another 2-year contract, but I was assured that this new package would only be for one year, and the price would remain stable for that duration. In November, I paid $[redacted], which was an improvement, but I believe the total should have been $[redacted]. In January, my bill rose to $[redacted].45, and then in late January, it increased further to $[redacted].40, where it remains. This is not what I was told in November. I am requesting a $10 credit for February, March, and the upcoming April bill, as well as a credit for the two weeks of service outage during the recent snowstorm. Additionally, my TV and internet services are frequently disconnecting throughout the day, and I would appreciate assistance in addressing these ongoing issues. Thank you.

I had a frustrating experience with your prepaid service about 18 months ago. The representative misled me into thinking I had prepaid for $50 monthly internet to avoid a credit check. However, after receiving a bill and learning that my credit was checked, I contacted customer care monthly for a year without a resolution. Visiting the Cox store in person led to apologies, but the issues persisted. Eventually, after multiple escalations, my account was closed and a new one opened. Recently, I discovered Cox had negatively impacted my credit score again, causing distress. I am considering legal action due to the repeated mishandling of my account and the unethical credit pulls against my wishes. Your company's practices of misleading customers and damaging their financial well-being are concerning; investing in proper employee training would lead to better customer service and satisfaction.

I have been struggling for two days and numerous contacts to get assistance with enrolling in the CA LIFELINE program through COX. After noticing a recent increase in my bill, I was advised by an associate to apply for the program online, as I qualify. However, the process has been extremely frustrating. Despite multiple attempts and speaking with supervisors, I have been unable to obtain the necessary PIN number and application forms from COX to complete the enrollment process. The lack of knowledge and support from COX staff regarding the program is disappointing. As a low-income individual dependent on a phone line for emergencies, I feel unjustly overcharged due to COX's failure to facilitate my enrollment in CA LIFELINE. I urge for a refund of the excess charges accrued since [redacted]. My account number is [redacted] [redacted]-[redacted]-[redacted]. Sincerely, R. Escobar

I keep receiving text notifications from Cox Communications stating that I have exceeded my data limit. I verified online that my account indeed shows overuse. This is my second time reaching out to Cox about this matter. I pay for unlimited data and have done so for a year. The issue began when Cox changed my plan from 300MPS with unlimited data to the 500MPS plan. They assured me my bill would remain the same. I believe my unlimited data from the previous plan is now included in the new 500MPS plan I was switched to without my consent. I am looking for Cox Communications to explain why I am receiving inaccurate notifications about my data usage and to resolve this problem promptly. Thank you. - KD

I have a Cox account for cable and internet in Ketchum, ID. My wireless router stopped working, so I tried using one previously used with Comcast but can't connect it to the internet. When I plug my laptop into the Cox cable modem directly, I can't get online; I only have internet access via Wi-Fi. Although I didn't know the cable modem could provide Wi-Fi, the network I connect to is unsecured and required my Cox username and password. Why can't I access the internet when connecting my router or laptop directly via Ethernet to the Cox modem? Would it be best to exchange the modem at Cox in Ketchum, Idaho? Your advice is appreciated.

I am an established customer of Cox who relies on your services for our main internet line at Ten office locations in Las Vegas. Our current account number is [redacted]01, and our offices are situated at [redacted] W. Russell Rd, Las Vegas, NV 89[redacted]. Since May 14th, we have encountered persistent connectivity issues with our Cox internet service. Despite a brief 12-hour service recovery on Tuesday, the 25th, the problem persisted, causing disruptions for the past two weeks. Our attempts to address the issue with various engineers and our Cox Account Rep, Chad Slee, have been unproductive. Despite paying over $[redacted], we are unable to utilize the service we are being billed for, resorting to our backup connection. In March, I requested a downgrade from 100Mbps to 50Mbps, but only received a quote this week, stalling the process and leading to unnecessary additional costs. Considering our imminent office relocation, we are contemplating terminating our Cox services. However, before doing so, we seek a resolution to the ongoing service disruptions and a temporary reduction in speed to 50Mbps without committing to extended contracts. Your prompt attention to this matter is greatly appreciated. Sincerely, KT, Global Head of IT Services at Ten Group

In April, I paid $[redacted].93 for a bundle at the Escondido Cox Store and canceled the phone service without being informed that the fee might increase with fewer services. In a conversation with an agent in May, I discovered there was an early withdrawal fee I was not aware of previously. The agent mentioned consulting Cox about my account issue regarding the undisclosed agreement and the increased bill after canceling the phone service. Following my husband's passing, I changed the account to my name, yet I still noticed his name listed. Given the situation, I seek to either reinstate the phone service or reduce the bill since paying more for fewer services doesn't seem logical. Additionally, we were assigned a temporary phone number ([redacted]) but were promised our original number ([redacted]) could be restored. The bill due on 5/22 for only Internet and Cable TV amounts to $[redacted].98, and I am awaiting the agent's response following their consultation with Cox regarding the account issues after my husband's passing.

In April, I initiated a service transfer to my new home for April 10th. Despite confirming the transfer and cancellation of the old address on the same day, the service did not work at the new location. When I called again on April 10th to cancel the service and switch providers to Att, there seemed to be a mix-up. Even though I contacted Cox to resolve the issue and was assured the service was turned off and the bill would be adjusted, I received bills for May and June indicating the old address's service was still active. When I called today, June 10th, to disconnect the service, I was informed that full payment is required before the disconnection can proceed. I am willing to settle the bill up to April 10th when I canceled the service, but I shouldn't be responsible for the charges from May and June given the cancellation.

I've been receiving numerous calls every five minutes on my landline from various numbers starting with [redacted]-[redacted]-__________, with different endings each time. This pattern of calls persists for about an hour with 13 to 14 consecutive calls before suddenly ceasing. The calls claim to be from Amazon, mentioning issues with my account. However, upon checking my Amazon account, I see no problems or unauthorized purchases. After researching some of these numbers using Whitepages reverse lookup, I discovered they are linked to random individuals nationwide. Could my number be involved in this scheme as well? I seek assistance in halting these unwarranted calls and understanding the situation. You can contact me via email at [redacted] or reach me on my Cox landline at [redacted], or via text at [redacted].

Last night while on the Cox website, I searched for ways to reduce my bill. Using their comparison tool, I found several packages, though most would increase my cost without enhancing my service. Finally, at the bottom, I discovered one option saving nearly $30 while noting "NO CHANGE" for each service category. This indicated no alterations to my current services, requiring only a 1-year contract. The offer expired June 30, making it an easy choice to save money while maintaining my services. However, I was shocked to realize that this new package actually discontinued my DVR service, causing me to lose over [redacted] recordings. Reinstating the DVR now incurs extra charges. The loss of DVR was never mentioned during the comparison. The representative I spoke with was unable to assist, directing me to contact the retention department. Regardless of any compensation, the irreplaceable recordings are now lost.

I recently moved out of my townhouse and was told to keep the equipment as they would put my account on hold until I found a new place. However, it has been a while and I suspect it may be affecting my credit report. The situation with my two storage units is complex. I had set up auto-draft payments while working far from home, assuming everything was in order. After discovering they hadn't been auto-drafting and were now at risk of auction due to missed payments and fees totaling over a thousand dollars, I reached out. It took some time to involve a district manager, but we have resolved the issue. I will make the payment on July 3rd, allowing me to retrieve the equipment and return it by the week of July 5th. Thank you for your understanding.

Hello, my name is Lynette Gillard. I am reaching out to COX to highlight the importance of appreciating their customers. During my recent interaction, the initial representative I spoke with, a courteous and professional lady, unfortunately couldn't resolve my issue regarding the lack of internet service on my television. After some troubleshooting, I reached out again to inquire about a potential limit on devices connected to my internet. This time, I spoke with a person named Mr. Chris from Tex support, who refused access to my account and was unhelpful. This experience caused me significant anxiety during the 25-minute conversation. When I called back, the next person, Lili, abruptly disconnected the call. This poor customer service experience has led many of my neighbors to switch to AT&T due to similar encounters. I suggest COX investigate and improve their customer service practices.

When I canceled the service, they said they would come to my house to pick up the Cox equipment, but they never came. Days passed, and a $[redacted] debt appeared on my credit. I went to a Cox store and returned the equipment, receiving a receipt that I still have as proof of the return. I'm requesting assistance to remove the debt from my credit history, please.

Subject: Unfulfilled Internet Service at [redacted] Log Cabin Drive, Macon, GA To whom it may concern at Cox Communications of Middle Georgia, I am writing to bring to your attention the unestablished internet service account #[redacted][redacted] under the name of Jerrell S. Skinner at [redacted] Log Cabin Drive. Despite my multiple attempts to resolve the issue, the cable-based internet service I contracted for on May 4th, [redacted], was never installed. Following the installer's refusal to provide the service due to an alleged obstruction, I requested assistance to resolve the matter. However, your company failed to rectify the situation, yet continued to bill me for the unrendered service. I want to clarify that I will not be making any payments for a service that has not been delivered. If I encounter any attempts to collect past dues or any negative impacts on my credit history, I will not hesitate to escalate the matter to the Public Service Commission. I urge your prompt attention to this issue and a swift resolution. Sincerely, Jerrell S. Skinner

Subject: Urgent Account Correction Needed I urgently need to address an issue with my meter usage. I want to ensure I maintain my eligibility for the EBB program. Despite receiving an email indicating I have 5 days to rectify this, I am concerned about my account standing. I have invested significant time already on calls and chats attempting to resolve this matter. Your prompt assistance in correcting my account would be greatly appreciated. Thank you for your help, Robert P. From: <[redacted]> Sent: Jul 19, [redacted] 4:05 PM To: <[redacted]> Subject: Notice Regarding your Internet Status and the Emergency Broadband Benefit Dear Robert, You have been approved for the federal Emergency Broadband Benefit program, offering a discount on your internet service. However, to continue receiving this benefit, you need to meet the monthly internet activity requirement. It appears your current usage is below the necessary threshold. Please ensure your internet activity meets the minimum requirement within the next 5 days to maintain the discount. If you believe you are utilizing your internet service as required, it could be a technical issue. Feel free to reach out for further assistance or visit cox.com/ebb for more details on the program. Thank you for your attention to this matter and we are here to support you. Take care, Cox

Our cable, telephone, and internet services are currently down at our residence. Unfortunately, I am unable to go outside and check as I am disabled and cannot walk on uneven ground safely. Additionally, my mother, who is 72 years old and the homeowner, should not be outside wandering around either. Our modem is indicating an issue with a blinking orange light. During the call with customer support, there were technical difficulties with the call dropping or breaking up, even though the phone was stationary on my truck. It was frustrating that the representative was unable to promptly resolve the problem and we now have to wait for a scheduled appointment with a service technician. The cable may have been damaged possibly by an excavator working on the street. Not having access to phone or reliable cell service at home poses a serious problem, especially in case of emergencies like not being able to call [redacted]. This situation has escalated from an annoyance to a significant issue, especially since we have travel plans early tomorrow morning. Despite having a pet sitter lined up, the security cameras needing Wi-Fi connection, and technical support required, the service outage has caused inconvenience and distress. It is concerning when a single customer without service is deemed acceptable by the provider.

I would like to address a concern regarding the services provided to my home. During a recent visit to address my internet connectivity issues, the technician identified faulty cable wiring inside the house as the cause. They applied a temporary solution but mentioned a need for complete rewiring in the future. Following their departure, I discovered issues with both my bedroom and living room TVs, possibly related to the work done on the wiring. Despite purchasing new equipment as recommended, the problem persists, necessitating another visit from Cox. Additionally, I was surprised by the $[redacted] charge listed for "Internet Pro Connect" services, as I was under the impression it would be covered by the existing protection plan fee. I kindly request the removal of this charge and assurance that any damages caused by the previous visit will be addressed.