Consumer Complaints and Reviews
Just cancelled Cox cable and Internet. The past two months my bill has gone up by $52. When I call all I get is "Well your promotion ended." The customer service reps I talked to are all rude. I have had Cox for 6 years but am moving to DirecTv and AT&T Uverse. How can you offer a deal to someone who has never paid you a dollar before for services but offer nothing but rising prices for someone who has paid their bill every month for 6 years? Family who has Cox is also having problems with rising bills every month and looking to cancel also. We've also had the Internet go out twice in the past month, but I never saw a credit on my bill for the times I was without service. Don't even have a physical house phone but am made to bundle with cox so I have to pay for phone every month that I don't even have. I will never have services with them again.
I'm done with Cox Cable. I don't mind the haggle of getting a lower rate bundling my cable TV and Internet before my contract expires, but charging me $75 to have a support technician come out and fix the cable box from resetting on its own because your system is not configured properly was the last straw for me. Not only was I not told that I would be charged for the visit, but I have to pay YOU to fix YOUR crappy television service? How absurd! Furthermore, it took another technician to come out to try and fix it again in which case the problem still isn't fixed, so I have to look at my bill next cycle to see if another $75 charge is going to be applied or not. Goodbye Cox, goodbye Cable TV. You definitely know how to turn off millennials over to the cable cutting dark side.
I've had Cox cable and Internet service for 16 months and the price increased three times. The service is poor. I can't even say how many times I've had to call about the cable box not working, error messages, extremely slow Internet, and web pages not loading. I upgraded my service and picked up a new box yesterday morning, but because of one mistake after another, problems with the box, and over two hours spent on the phone with tech support, I still don't have cable. A tech is scheduled to come to my apartment today after 3 pm. I hate Cox but am stuck with them for now because of where I live. I'm looking forward to the day when I can move out of this apartment and switch to another cable and Internet provider.
We closed our Cox account and returned all equipment. At that time we were told we were all paid up. They later sent a bill for $47.25, but to a BOGUS ADDRESS. Later COX sends this to a collection agency with the wrong address. They sent notices to the wrong address. We found out about this when we were denied credit for an auto purchase for something. We paid the bill immediately to at least get the 'late' payments stopped, however, since this is apparently a valid bill we can't say we didn't owe it. COX refuses to do anything about this. Our perfect credit rating is now destroyed for the next 10 years. COX won't give us a copy of the bill unless we pay for it. Apparently I can pay for credit repair also.
My bill increased by more than 6% in March and then by more than 7% in October. Every year this is an issue, but this is the first year that the "loyalty" department has flat refused to do anything. The response was "yes, we had a price increase. There's nothing we can do about that." Unfortunately my only other internet option is Verizon, so I'm stuck. Who authorizes TWO increases in a 7 mo period???
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Price increase every 6 months. What's wrong with these **? The piece of ** CEO is not making enough money. This monopoly of Cox cable has to stop. Internet service has become a luxury that most people can't afford any more. As soon as another reasonable option comes up I'll tell Cox to go ** themselves!!!
Constant billing errors, causing distress and aggravation. Poor service quality. Never achieved advertised Internet speeds, but yet they charge more than Comcast, TW or Verizon. Ended service because of military transfer to a non Cox state and they bill me for disconnecting service. The most arrogant, intransigent and greedy company I have dealt with. I hope they disappear!
After having our box go out a good 25-30 times in just a couple of days and having two different service technicians come out... one of which changed the box, it still didn't work. No one told us they were going to charge $75 for that! Not only should they have not charged us but they should have paid us. Needless to say, they are no longer our cable company!!!
I really don't get how come this kind of companies still survive and can make money. The so-called customer service is one of the worst I can say. My bill went up to $20 per month and I figured that I was on a 'promotion' that I didn't even know, and that promotion is over now. I tried to contact to them, after waiting 40 mins on the phone, the agent mention that she cannot do the cancellation, cause I gotta call ** number. WTH. She can do everything but cancellation. I tried to contact them through live chat. But guess what... Only the "cancellation" department does not have live chat session. Then I contacted them through Twitter, the guy asked me all the question to verify my account. Once I provide all of them right away, after 15 FIFTEEN hours later, he sent me a link which was about "how to decide speed selection". WTH!! This is like a joke. I swear. I will NEVER EVER will use their service anymore. I was with them 6 years!! This is so ridiculous.
I have never received a email or Cox rep ever explained to me that this was coming. The need to have a digital box to watch my basic cable with them. Then I come home from work one day and my channels start to disappear and being told to call Cox for a new Mini Box to view the channels that were lost. Now they want to charge me $186.00 instead of my normal bill of $86.00 that my contract state because of this new Mini Box program. ** Cox!!! I have been with them for 4 years never late on a bill. This is how you treat loyal customers. I cancelled their Ass. Never again Cox... bye bye.
Cox Cable internet is great... when it's actually working. However, service is SO intermittent, particularly during peak hours. It's almost more aggravation than it's worth. In the evenings, wifi is very slow, and sometimes goes off every few minutes. If we had another internet provider option, we would take it. I wish they could improve their service overall.
After 4 years they then decided that some equipment from a rental house we owned wasn't returned. So why not just screw up our credit score with snohux claim. I called the tenant and they swear they returned both pieces. $945 for an old cable box and an old modem that they keep advising that we should be upgrading because the older modems can't handle the new speeds. Then after an equipment review, they found the cable box had been returned. Amazing how one piece magically appears and the other is still missing. Everyone knows COX never makes mistakes. They said "$420 and we will mark your acct as paid. No negotiation. Just pay or we will screw your credit score up."
I called Cox services yesterday 9-30-16 and automatic service says even they are having issues themselves. Got hacked last week as well as a number of local Cox users. I have been a long time loyal customer of 18 years and recently have noticed my bill has been going up these past two months. Was told because I used the directory assistance three times is why my bill went up this month. Last month calls were being dropped, messages could not be obtained, e-mails would not open and yet still had to pay for raised prices. I feel when Cox are having issues they should not be charging customers for their own issues! Told the lady I'm thinking of switching to another provider if one can be found reliable. Thank you.
After having cable for 19 years I am just about done. The service changes very little over time and I don't watch any more or less TV than I ever have. In 1989 Cable was $24/month. Now I pay over $216 for cable and internet (not top tier packages either). Yes there are more features but the value has not increased 8x like the price has. My Cox bill eclipses my electricity bill every month. If Cox wants to convince customers it costs as much to provide Cable and Internet as it does to generate and deliver electricity to my home I am all ears...
Shopped cable/internet/phone bundles summer of 2016; Cox was slightly higher price but decided to go with them over DirectTV and DISH, past customer with both of those with the average poor but tolerable experience. In my areas Cox is the only true high speed internet provider with DSL the only other option. I spoke with 4 different sales people at Cox and got significantly different prices and they were definitely misleading and trying to upsell me or just honestly were not aware of many of their own promotions and pricing plans. Signed up after confirming multiple times they could port my Vonage home phone number over. Turns out they couldn't. I followed up weekly for 5 weeks and got the same answer, "we dropped the ball but we will make it happen and call you back to confirm in 3-4 days". Two times they even credited me the cost of the Vonage bill I had paid due to their admitted mistake.
The 5th time I called I got the same answer and challenged them to dig deeper... 4 phone calls later over 3 days and they identified that my number was not possible to port due to FCC regulations (Vonage had managed to do it two times in the past 10 years but whatever). Bottom line is they can't port my number so I have 2 phone services and am paying for both unless I want to give up my 10 year old number that is attached to kids' emergency contacts, school directories, business contacts, etc.
They won't let me out of my contract with them without the full penalty paid. And the "retention" person I spoke with (where tech people sent me after admitting they couldn't help) was terrible at his job and more of a sales guy. I assume he figured I was locked in legally so why help or do the right thing? He only told me that I got the deal of the century from them and I should be happy I was getting a $200 plus discount per month based on their full price rates a la carte.
I am paying $144/month for the bundle with the most basic contour package with HBO, Showtime, and CineMax added. This is about $20 more than my past contract with DISH and DT after Vonage and DSL were added in but I thought was a good deal since the internet speed was going to be better. Cox might be OK if you get a good deal and nothing ever goes wrong but don't count on any customer service. Most of the employees (sales, tech, retention) I dealt with were nice but very few were able to do their job, either they were incompetent or the system they were working within is not effective.
My neighbor for some reason had Cox Cable installed. When they trenched in the line they tore up freshly planted grass seed instead of going in a rock bed two foot to the neighbor's fence. Instead they went 10 foot in freshly seed grass seed. I still don't know if after calling Cox they will do anything about it all. This is another reason I'm not a Cox customer but they still are messing with me even though I'm not a customer.
About 12 months ago, I was sold Cox Services by a third party rep in a Best Buy Store. I had switched back to Dish after several years and had no complaints. When the sales rep promised me no installation charge and a bundle rate of $139 per month and a $200 gift card, I agreed to switch my services. The rep then told me I must cancel my Cox Internet service right away so they could set up the Package of Internet, Phone and Cable TV as a bundle. He didn't tell me the new installation would take over 7 days. I was without internet service until they were able to schedule a 'new install'. I received my first bill of over $350 which included an installation charge and not the monthly rate I was promised at all. I was told several times on the phone with Cox customer service that they did not have a rate that low as a 'bundle'.
I took my paperwork into a Cox store and they were able to call a rep and resolve this issue. They said they could not offer me the low $139 per month bundle but did waive the installation and reduce my first bill. I was promised by the loyalty rep that I would have a price lock for 24 months and would not be held to any contract. I was also told that my $200 gift card would be sent to me after I paid my first bill. I called for 6 months after the new install and finally was told they did not have a gift card coming to me and there never was. Now just 12 months later, my invoice increased on all products, TV, Internet and a home phone line I never use but had to have because it was a 'bundle' deal. I have called several times and everyone has told me the same thing, they see the notes but have no control over the increase. They don't show my price was locked in for 24 months and tell me now I will have to pay a cancellation fee.
I have never been so frustrated with a company. First, they should never have third party reps selling their services if they are not able to honor the prices. (This third party resigned just 2 days after selling me the Cox Services). Second, if third party reps are selling the service and a customer provides documentation of the price and services, they should honor them.
Cox is the "bully on the block"! In the community where I live the only service available is Cox (can anyone say "kickbacks") so any other service that could possibly be better is not an option. I call about some failure w/ their services and average of once a week. Of course while they're terrible across the board they're super expensive. I've been reduced to wondering what will fail next. If you can "Please Avoid Cox Communications"!
I am a senior citizen living on a fixed income. I really enjoy watching television. Just recently I received a noticed via mail, E-Mail and TV ads that Cox, in all their wisdom, or lack of, is going to go digital with several of their viewing channels, 'to enhance my viewing pleasure'. In order for me to 'be enhanced' I would have to purchase a video box for each one of my TVs. Just another luxury a person of my income cannot afford, so I am left with no choice but to do without some of my favorite viewing channels.
I have been a loyal customer for a great number of years, which seems to mean nothing to Cox as long as they keep on making their almighty dollar. In the last two years my internet rates were increased three time with the promise of faster service, of which I HAVE YET TO SEE. When questioned about this I was told that for yet another fee I can obtain this service. They're like the Catch 22 of the communications industry. I guess I'll have to rely on my kids to help find another source of viewing pleasure. Thank you for the opportunity to vent. COX STINKS.
Cox can't seem to keep their own stories straight, first it was 2 free mini boxes, then it was one, and either $2.99 or $1.99 ea. a month (dependent on with cust. rep. you talked to). The question of if it possible to BUY a mini box and/or use an alternative mfgr. box is still undecided. Let me help Cox out here right quick... According to the FCC Rule 76.1205(b)(5)(C): Your cable provider must allow you to use your own set-top box without extra charge. "Your cable operator may charge you to lease a CableCARD or tuning adapter, but may not charge you an additional service fee for using your own digital-cable-ready television or set-top box."
As for the necessity of the mini box due to going full digital, BS. There hasn't been an analog television built in the past 20 years. All VHF channels were terminated in 2009 and the UHF in 2011. We've been fully digital since. I have 12 televisions in my home, all with built-in digital tuners, (that were working great) now I must pay an additional $36 a month to access the cable service I'm already paying for to watch tv on a set that was already capable of receiving digital signals... who signed off on that?
I went back to Cox to lower my cable/internet bill and they promised me a price and are not sticking to that price. I called because our bill with Directv had gone from $85 to $185 in 6 months; Cox promised me a bundle for $126 plus taxes. When I got my bill it was the same as it was with Directv; not the $126 they had promised; so when I try to disconnect with them, they say I have to pay $400; so where does the 30-day customer satisfaction promise fit in? So here we are stuck in a dispute with another Cable company; it's a never ending battle and I'm sick of it.
Whenever I switch over to Fox News, my 4K SONY LED TV at some point will flash the display resolution (4K output)... Once that happens, it will repeat that over and over until the display is snowy with no actual picture but continues to have audio. No other channel in my Contour TV Premier line-up, HD or SD does this. I have my Contour box and TV Contour TV Premier running to my AVR via HDMI and even have a HDCP/HDMI "handshake" box in line with my setup to prevent such incidents, but Cox's signal with FOX is corrupt or (puts on my conspiracy hat) being degraded for some reason intentionally? All HDMI cables are all matching brand/spec; length, speed, etc. The AVR is setup for 4K output on all my devices and works perfectly. All devices that are software update capable, are up-to-date; AVR & TV. So this is a COX issue. ALL channels should display and definitely NOT cause a customer's AVR system or part of to CRASH.
My bill was $67 of which I paid $30. One week later my service was turned off with no prior notice. I returned the box the following day because I'm not paying a reconnect fee and a month in advance. I have been getting continuous voicemails since then that a field representative is assigned to visit my home. I called and asked why I was getting these calls and the woman hung up on me. I have a soft voice and was polite so there was no reason for her to be rude like that. I'm in shock and will never use Cox Cable again.
Since going 100% digital channels have been going in and out. Now about half of my channels are out. They don't appear to be in any hurry to fix it. I tried calling customer service twice. Once I waited for an hour and got no information for my wait. This time I have up after waiting 30 minutes. I guess a lot of people have complaints.
Cox cable is horrible. I have had over 20 service calls in 2 years FOR THE EXACT SAME ISSUE. Every time my cable and phone go out, I'm told that I am in an outage area. But when I am transferred to someone else, I'm told I'm not in an outage area. You get the same answers every time and nothing gets fixed. Nobody knows what they are doing, nor do they care. The problems are so bad, they wiped out my July 2016 bill. YEP, that bad. Now the issue is that my contract is almost up. CenturyLink had reviews worse than Cox, Verizon doesn't have internet in my area and neither does AT&T. I'm kind of stuck with Cox. If anyone has any suggestions, please help me out. I want to get as for away from Cox as I can. The only reason I gave them one star is because no star wasn't an option.
I was a longtime Cox customer with the cable, phone and internet package with monthly cost of $190. Seems like every two years Cox would increase the cost of the services and you would have to once again call customer service, get the runaround, get frustrated and lose 1/2 the day with the outcome of usually not having any satisfaction to your complaints. The last time they increased my internet service $25, I called to inform the customer service that I had enough and was going to get internet service through one of their competitors and I was going to cut the cord, therefore I would no longer need the services of their cable or phone services. The customer service representative tried unsuccessfully to talk me into remaining their customer and made many promises that once he talked to his supervisor was unable to keep.
After over an hour on the phone I told him that I was cancelling all of my services at the end of my monthly billing cycle and I would return the equipment to the closest Cox retail store. I returned my equipment prior to my cutoff date and was billed an additional month of services by Cox. I stopped the credit card payment for the additional monthly billing. After 30 days Cox placed a $25 late payment fee on my account that was closed.
I called a customer service representative and explained everything and was told they would reverse the charges including the $25 late payment fee. The monthly billing charges were reversed but the late payment fee was not and after 2 months the charge was turned over to a third party collection agency. I will now probably have my credit score dinged because of a late payment charge that I do not owe was turned over to a collection agency. I have tried a couple of times talking to Cox customer service representatives about my problem and keep getting the runaround with no remedy. I now have high speed internet, 34 free local TV stations, NetFlix and Sling TV for a total cost of $75 each month. A savings of $175 a month over my previous monthly Cox bills.
Just moved to AZ. I was lead to Cox communications not knowing this company was this horrible. The moron who asked what I wanted as far as service ignored all my requested yet lied and told me I was getting all I asked for. She lied about free services and fees. When I called them two times to have things changed and/or fixed I was told I can't due to a 24 month contract. I am continuing to fight this issue but only advice is NEVER USE COX COMMUNICATIONS!!!
The Cable and Internet Companies are probably the biggest ripoff scams going on in our Country, but Cox Communications is by far the worst of them but the best in the game. They have the highest climbing rates while locking you into a two-year contract on their bundles that you can't change short of canceling the service. I haven't had any really issues with Cox's Internet service and most of those problems are easily resolved, however, Cox's Cable Service, or lack of, is a whole different story. Their scam comes in the form of their so-called bundles. Once you lock into one of those "Cost Saving" bundles, short of canceling the service and paying a fee, you'll just be out of luck and money until the end of your contract.
I have been a cox customer for over 20 years. My current account says 13 years but I believe that is because when I was married it was in my wife's name. And really it should not matter how long I have been a customer to be able to receive good customer service. Good customer service. This is something I do know about because I have owned two businesses in Arizona for 30 years. In 30 years you really see a lot of good, bad, and ugly. Unfortunately there has been very little good with cox in the entire time I have been a customer. To be completely truthful, the only reason I am with Cox at all anymore is because there is not a good alternative for high speed internet in my location and I need this for my business.
Over the years I have stopped using cox cable tv, home phone, office phone and internet. You can add that up and it comes to a pretty hefty sum of money over time. I have discontinued these services for one reason and one reason only. Horrible customer service. After all these years and all the bad things that have happened (I will not list them all but the number is large), I think what has happened today is the most disturbing, disappointing, and maddening. I think as you read what has happened, you may feel the same way.
I certainly urge you all to do the same as me and contact the corporation commission, the newspapers, the tv stations, the radio stations, and certainly post your frustrations to as many online sites as you can find. This will really be the only way that Cox will hear any of this. They have really surrounded their company managers with any authority in an impossible frustrating gauntlet of steps, red tape, non-helpful supervisors with no authority so you just finally give-up trying to get a solution that is good for you, the customer. I have been directly lied to again today by a Cox representative and I knew he was lying when he did it. So here is my latest story.
As I mentioned, I no longer have cox cable. But a need has come up that I needed cox cable for a week. Here is the reason. My sister has frontal lobe dementia. She has a routine every day that she does and becomes very agitated when something is not the same. We are repainting her home and putting all new flooring in the home she shares with live in caregivers that are there 24/7. It is an older home and was in desperate need of updating. So while the work is being done, she and her live in caregiver have moved in with my son and I until the work is done. We took a lot of time to make sure the room was set up like her room at home, even bringing over many items for the room. We set up the bathroom so it is like hers, got all the same groceries, and more.
One thing that my sister does every day is watch the Game Show Network. All day, every day. That and play solitaire on her iPad are the two things she does religiously. Knowing this, I contacted Cox two weeks ago. I explained to them the situation and that my sister was paying over $200 a month for cable at her home and although all I had was Cox internet at the time, I have been a customer for 20 years. I explained I was looking for some help in getting cable for a week and completely explained why. I was first told that they could close my sisters account and move her service. Since every time I have moved service with cox, and I figure that has been about 10 times, they have screwed up the move, I decided that was not the best solution. In addition, that young man was going to charge us installation fees 2-3 times. I asked to speak with a supervisor.
After a 35 minute wait, I was connected with someone that said they would have someone call me in the morning. That did not happen and when I called to try to track that info down, I was told that the previous customer services people, including the supervisor, had not put in notes, so I would have to start the process over and explain it all. After speaking with 3 more people a customer service supervisor apologized and said he would help me. He even said he would give me a free month with a box so it would not cost anything. This is sounding better, right???
My sister moved over to my home last night. Since it was a holiday yesterday I could not get the Cox box until today. I showed up right at 10 am when they open and picked up the box. Got home, box broken, customer service tells me to bring it back, get another (After troubleshooting and resetting 5 times). I drive all the way back to Cox, get another box, drive home and hook it up. Not all the channels are working (yep, no Game Show Network). Cox takes me through another hour of troubleshooting. They now say they think someone will need to come out and check the line (did I mention, I thought ahead and actually had them send someone out last week to do that). They say they cannot get anyone out to our home until late afternoon tomorrow. It is now after 1 pm and remember my sister??? Not doing well at this point.
I explain I really need someone out today. Can they please check with dispatch to see what we can do. I was told that I would have to be transferred to a department that can help me. I was then put on hold for 45 minutes. When the gentleman came on the line that supposedly could help expedite the situation, guess what he told me?? He could help either. After a much more INVOLVED conversation with him, he promised he would contact dispatch and see if we could get something done sooner (Did I mention that I knew he was lying to me right then?). I asked if he could just put me on hold while he took care of that because in the past when I am told from Cox that they will get on it and someone will get back with me soon, I NEVER get a callback.
At this point, I said tomorrow will not do. In 20 years I have never asked anything like this. I have paid my bill and been a good little sheep. Now I actually need help, compassion, and understanding, action, results. This man told me that someone would call me back and at the very least he would. That call in total was 1 hour and 40 minutes. He never called back. No one ever called back. I have a sister with a disease that just needed Game Show Network working by today. I was proactive and started this process over two weeks ago. I was proactive again last week having someone come out to make sure everything was ok for when we did get the box. I was proactive today in going to Cox and picking up not one but two boxes. I was proactive but being on the phone today with cox for about 3 hours total.
Cox, what more do you want from a customer??? Are you kidding?? You should ALL be ashamed of yourselves. And by all, I mean, in no particular order. The employees that could not help me initially, the employees that did not take notes of what was obviously not an important enough call for them, those that said they would call me back TODAY, the management that has put a system in place that make it impossible for me to get customer service, the corporation commission that allows this kind of business practice to go on year after year, the stockholders that do not demand more (because if you did, you would have more business and make more money) and customers like me that put up with this time after time.
Cox, you owe my sister a big SORRY!!! She is the most wonderful, loving, kind person in the world. I certainly feel like I let her down today and have no idea what tomorrow holds. Shame on you Cox. You really should be ashamed as a company and especially those employees that had a direct hand in not helping us.
Cox, not content with cramming as many commercials as possible into every program (constant reruns) advertisers are able to now block fast forward on your DVD recordings. With the Contour 2 re order being totally anemic when compared to the original Contour why are we paying extra for garbage. Constant reruns crammed with commercials! Do not ignore us, you'll be sorry.
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Cox Cable Company Profile
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- 1400 Lake Hearn Drive
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- United States