Cox Cable - Cable TV Service

I received an ad in the mail today (02/04/2012), from Cox Communications. It reads: Upgrade your TV viewing experience, Cox Advanced TV, DVR service, HBO and more for only $29.99 per month until 2013.

My complaint is that the ad states upgrade. I don't have (as the ad states) Cox Advanced TV, DVR service, HBO and more for only $29.99, yet Cox refuses to grant me the upgrade because I currently have service with them. This truly is a frustrating situation. Does anyone police these companies or can they go above everyone and do as they please? I truly feel Cox Communication ad that I received is deceptive, misleading and false, but of course, giants such as them are always one step ahead of the small people as myself.

Proving these things may seem obvious however, to establish that an advertisement is false, a plaintiff must prove five things: (1) a false statement of fact has been made about the advertiser's own or another person's goods, services, or commercial activity; (2) the statement either deceives or has the potential to deceive a substantial portion of its targeted audience; (3) the deception is also likely to affect the purchasing decisions of its audience; (4) the advertising involves goods or services in interstate commerce; and (5) the deception has either resulted in or is likely to result in injury to the plaintiff. The most heavily weighed factor is the advertisement's potential to injure a customer. The injury is usually attributed to money the consumer lost through a purchase that would not have been made had the advertisement not been misleading. False statements can be defined in two ways: those that are false on their face and those that are implicitly false. I for one, don't have what it takes ($) to fight for what is right.

Ordered a HD receiver for master bedroom. Self installed the box and left for a few hours. Came home and noticed roaches in room. Looked in FedEx box and found dead roaches and also found dead roaches inside the actual HD receiver. Spoke to 4 different Cox reps telling them that the equipment was infested and to get the box off my property. Left the box on patio for pick up, manager was concerned about the value of the box and the possibility of it being stolen. Killed a total of 11 roaches, calling Truly Nolan ASAP since those bastards multiply! We have Coxaroaches!

After providing my credit card and SS number, they assured me they'd not have to run my credit report. I'm buying a home, so that affects me negatively. I just got a letter from them stating, "You agreed to our obtaining a credit report." They want me to provide a deposit.

They billed for a month in advance. When I called to stop the service, they added on things I never asked for. I told them I was moving out to stop service by the first. But the woman was so busy trying to sell services. She did nothing I asked her to do. And she billed me in advance for a month, after the day I asked her to stop the service. Then, she tried to make a deal for a payment of the bill, saying it was my fault that I never stopped the service. It was because they don't have any proof that I asked to stop it. But they do have a proof that I made the call on the day I said I did, just not the proof of what I said.

My TV no longer works after a visit by a Cox TV tech. For several months to over a year, large pattern of pixels appeared on a couple of channels. Several visits and tests of the cable did not change the situation. On Saturday, Sept 24, a tech, who did not speak clearly, changed the cable box (DVR) on the large flat screen TV. He looked at a couple menus and the screen went black. He tried several times to get any picture or sound. He checked connections. Then, he said that I needed a new TV. He left. I called Cox customer service. After being on hold for 35 minutes, I spoke to Lance. I told what happened. He said he would send someone the next day. I asked for hard copy on the work order for the visit on Saturday, showing what was done and what the result was. I also asked for hard copy of the next visit when it happened. That would be two hard copies.

A tech came on Sunday and checked the flat screen TV. But he said he could do nothing, as he was not a TV repair person, only a cable box person. He changed the box on the other, smaller CRT screen set. He left. There was no hard copy for his visit on Sunday, and no hard copy for Saturday. The $600 TV doesn't work - no picture or sound, no change from remote. Only the power light is on when turned on at the set. I called customer service. John ** said he would pass this on to the supervisor. He said that no hard copy of anything was available to anyone. Everything was in computer records and on computer screens. The supervisor Cliff said that a third visit with a field supervisor and a tech would happen soon. He said that someone would contact me as to when that would happen.

As it stands, a tech could do anything to a customer's personal property and leave. There is nothing for the tech to present to the customer, nothing to sign, no records or documents to present to any legal authority. A Cox contracted repair person could come to your house, damage furniture, blow up electronics, and kick your dog on the way out. There would be only your word against the company that the visit ever took place.

This afternoon, I had an encounter with one of Cox's support contractors who paid an unsolicited visit to my home that turned unpleasant as it progressed.

Mr. Joseph ** is a white male, likely in his late twenties, with dark hair, medium build at approximately 145 to 155lbs and about 5' 8" tall. He was wearing business casual clothing, light tan slacks and a light grey polo-style shirt, at the time of the visit. Taking times directly from video security recordings, he arrived at 4:53 PM and rang the doorbell. That would be the one 4 inches below the prominent sign that reads: "No Soliciting".

Mr. ** did not identify himself by name. But he was wearing a Cox contractors badge on his belt that displayed his name, and that name was later verified by the officer that responded to my contact. He briefly began the conversation by inquiring about the reception quality and our level of satisfaction with Cox's service. I confirmed there were no difficulties and we were satisfied with the arrangement and recently had a representative install tuner cards in a new TiVo, who checked levels and settings on the entire system.

For the next six minutes (I finally had to close the door on him to get him to leave, shown at 4:59:40 PM on the recording), he attempted to promote Internet service, phone service, the Cox-type TiVo and so forth. I repeatedly declined, specifically stating that I already had five TiVo's, we were satisfied with our IP provider, we had the on-demand service that met our requirements and I specifically did not want Cox phone service. I finally told Mr. ** firmly, "No," and that I had specifically notified Cox we did not want any solicitation by phone or otherwise and that he was in violation of Irvine civil code that forbids solicitation from anyone without an appointment when No Soliciting signs (we have two clearly visible) are posted. He insisted that since we were a Cox customer, that didn't apply.

The local ordinance most certainly does apply, even more so than us notifying Cox that we do not want solicitations, which we have done. Not only does Cox not honor our request, but their contractor is going to stand there on my doorstep and argue with me that he has every right to intentionally bother us after I have four times in a row told him I was not interested and did not want to make any changes!

After I closed the door, I contacted the police. Aside from being annoying and persistent, this representative is in clear violation of Irvine Municipal code 2-10-903. The police inquired if I knew which direction the man was going (door-to-door) when he left and I said I didn't notice but I'd check. When I located him, he noticed me and gave me an odd, questioning look. I answered the unspoken inquiry by telling him that I was very displeased with his persistence and I had called the police so that they could explain the ordinance to him for clarification. He responded by taking out his cell phone and telling me to don't bother and that he was going to call the police to tell them he had, to quote, "some kind of pedophile following him". Those are his exact words.

So, not only is this representative obnoxiously persist and disregards our privacy, the local ordinances regarding his visit, my subsequent repeated request to be left alone, but he is insulting and defamatory.

Customers should not have to put up with this kind of thing.

The pay per view of HBO's Mayweather vs. Ortiz fight was not fair to the fans because both boxers were dirty fighters. They should both be fined and the hardworking fans' money should be refunded. Not fair!

Off scale low. Cox has inadequate and misleading information available to consumers regarding cable television prices, lineups, requirements, etc. Cox routinely doles out their work for setting up new packages through third party representatives and then alleviates themselves of all culpability when, near completion of the order, Cox comes up with additional requirements and price schedules for desired services. Cox does not maintain business hours for the public outside of M-F before 5PM.

For the past 4 years, we have had a on going problem with our cable boxes going bad and have had to call tech support about the problem, only to be told we can send a refresh signal to the box and a tech sent out to our house. This has been 4 years and is again a problem. I just changed out a box and my son put the questionable new box in and plugged it in and then called in the box to be activated, only for the stupid box to act up not even 6 hours later. We called and reported the problem and was told that the soonest a tech could get to us was Wednesday, and this is Monday and they could not do any thing at the place they were at to fix the problem.

I have paid for each and every one of these boxes and cable service each month, sometimes getting to the high rate of almost $200.00 and complained about it. So many things have been done in the matter of money, we don't have to be paid for lousy cable and being lied to. Please help. We are ready to turn the box in and turn the cable off but we are told we still owe a month of cable.

Approximately 3 weeks ago, Cox Cable sent upgrades to the cable boxes in my home. The sound on one of my televisions started to freeze. After speaking with a customer rep, a service call was scheduled. The Cox technician arrived and could not figure out what was causing the problem. He switched out the cable box with a new one. Minutes later the problem still existed.

After standing around for approximately 15 minutes, he said that it must be my television. I told him that the problem just started happening when Cox upgraded the box. And if it was my television, it would occur on more than just the two channels. He stated that nothing is wrong with the signals, so it must be the television. The problem continued for a couple of days after and since has stopped. Cox also insisted that all customers had to pay $3.00 more per month to get upgraded internet. The internet speed I had suited me just fine. Anyway, since the so called upgrade my computer is performing slower, the only remedy they have is to upgrade to a higher speed which of course cost more money. They are a total rip off.

I'm in Virginia Hampton Roads area. I moved to a brand new house in July 2010. I have Cox internet service installed and activated on 7/14. The technician told me he would place an order to bury the cable. I waited for about 2 weeks. Still, nobody from Cox came to bury the cable. So, I called Cox at 757-224-1111. The customer service representative said there was no order placed to bury the line, so she placed an order. Then, I waited for another 3 weeks to get the cable buried, but the cable is not grounded. It has passed 5 weeks since 7/14. I called Cox many times in the middle of August. Finally, I was told they would come to ground the cable on 8/25, but nobody showed up. I called again on 8/30. They still didn't find out why nobody came to ground the cable on 8/25. It's 48 days since 7/14, almost 7 weeks. Cox still cannot get the job well done. It's not complicated, just install internet service, and bury/ground the cable.

Cox has charged me for $230.00 worth of pay-per-view movies, which were not ordered from my home, and they will not take them off the bill. I cannot find anyone at Cox who will return a call or discuss the matter with me. The company rewired my house in May because the picture was pixilating, but that did not solve the problem.

Three times since May they have switched converter boxes and that has not helped either. A company representative told me that they have had many problems with the converter boxes, but changing them out is their only answer to service problems. I believe they are charging me for the movies just to recoup the cost of rewiring my house. I use my computer for business and cannot afford to have the service cut off.

I am a customer of Cox Communications in San Diego, CA. Recently, I visited Las Vegas, Nevada where Cox also provides services and discovered they provide more premium channels to their customers for the same price customers pay here for less channels. I am not talking about a channel or two less. There is substantial difference, and I believe they should provide the same services to all paying customers.

They continued to raise the prices, but they don't provide equal service. I cancelled most of the premium channels here because of the lack of choices. This appears to me as unfair practices by Cox Communication in San Diego, CA. And I am sure they are going to use some sort of city or state law that keeps them from providing the same services. I did the research AT&T, DirecTV, and Dish; and they provide the same services nationwide.

Since Cox Communication went digital in June 2001, I have been having problems receiving all the stations. Four channels would go off the air at various times during the day with a message block appearing on the screen "A loss of video service has occurred on this channel." I called customer help and they sent a technician out who advised me it wasn't his problem it was at origin, so he couldn't fix it. He also stated that other people in this area were having the same problem.

My appt for the technician to come out was for between 0800-1200 hours. I was home all morning. The phone rang 3 times about 1000 and when I answered there was no one on the line. At 1205 I called 703-378-8422 and was advised that the technician reported that no one answered the door or the phone. I fought that through and he returned before 2 that afternoon and they did credit my bill. I have made numerous phone calls to Cox and sent e-mail to them and no answers or repairs to the issue have been done.

Starting 8/21/01, Channel 61 has a picture but no sound. I called the help number and was given an appt for Monday 8/27/01. I have tried to talk with a supervisor several times only to be coerced to stay with the clerk I am on the phone with currently.

I expect full service to be provided from my Cable Company or at least a decent response as to what the problem is and when it will be fixed. I feel I have been receiving the royal runaround for over 6 weeks. Wish there were some cable competition in Fairfax. Can Consumer Affairs give me some guidance who I can contact or where to go from here? This is all very frustrating. They upgraded and went digital and I've had unsatisfactory service since that time. The only name I have is Jay -- who has responded twice to my e-mail.

Phyllis can try complaining to the Fairfax County Consumer Protection Division of the Department of Cable Communications and Consumer Protection (how's that for a title?). As for competition, there's always satellite service.

On or about December 8, 1999, I lost cable to my living room television. A technician was dispatched a few days later and was unable to repair the service. It was determined that when a Cox contractor was dispatched to the unit above my apartment, he CUT MY CABLE LINE while installing the other. This technician then directed me to request another technician come out at another time and re-run a line from the unit upstairs.

After one failed attempt at a technician working from the other unit and mine upstairs due to scheduling conflicts, yet ANOTHER technician was sent out. Numerous calls to the 602-277-1000 number were made to discover "next steps". A supervisor did return ONE of my calls and scheduled this technician to my residence. He discovered that the line that the contractor cut had DROPPED DOWN INSIDE THE WALL and was unretrievable. Necessary action would now be to CUT A HOLE IN MY LIVING ROOM WALL. This would require my apartment management and Cox to work together to get this done, if possible.

My management company at Club Oasis Apartments made calls to Cox, but yet NO RESOLUTION OR AGREEMENT was reached. "Art" came by my unit UNANNOUNCED on a weekend morning. By now disgusted with the entire ordeal, I described the situation to Art and he took a look at my wall jack and the unit upstairs. He then informed me that he had "a tool" that he could use to grab the fallen cable and hook everything back up without cutting a hole in my wall, and would do so later in that week. He then said that he would call when the job was complete and the cable repaired. I have not heard from him since.

I tested the cable on January 18, 2000 and I am still without service. It is going on almost 7 weeks since the onset of my disconnected cable. I have made several calls to the customer service line and they have left messages with supervisors and/or managers to call me. I have only heard from one and she left me a message saying she would call back again. NOTHING.

• The week of January 10 I made a call to the Escalation Department at Cox and was told that a supervisor would be in touch with me within 48 hours. NOTHING.
• On January 17, I made yet another call. The operator I spoke to said she would put in a "ticket request" and asked me what a good time was for me to be called back. I gave her the time and telephone number and still TO THIS DATE I HAVE NOT HEARD FROM ANY COX REPRESENTATIVE.
• On January 20, 2000, I again called the Executive Offices 602-866-0072 escalation line and was on hold from 11:46am until I finally hung up at 12:37pm.

My last resort was to drive to the Executive Office and explain a portion of my dilemma to Ms. Michelle G., who said she would see what she could do about the situation and then she would "get back to me." Additionally, I have brought up the issue of credit to my account for this debacle. I have been told that considering I have cable in my bedroom, a credit is not in order -- that there is one flat monthly service rate no matter the amount of televisions within your household.

The television in the living room has a converter box (which is an additional fee to my service), a remote control for the converter (additional fee), and that the television in the living room is the ONLY one to receive pay-per-view movies (due to the converter). Thus, I have been unable to appropriately utilize what I pay for in this monthly service rate!

After Cox finally manages to restore service, Kylie should sue the company in Small Claims Court for the fees she paid during the time that service was unavailable in her living room.