Cox Cable

I spoke with tech support almost daily for 21/2 months and they told me, "The issue cannot be resolved or fixed." Customer service told me I was lying, and they would not say that. I assure you, they did. Customer service also told me they could, and would not do anything to resolve the issue. When I tried to change my services (because again, I rarely receive them), I was told I have a contract and would have to pay a substantial penalty. I have ten more months of having to deal with this company, and I would rather live completely off the grid than ever pay them another cent. Did I mention my monthly bill is $335? You are severely penalized for being a long time customer, and the Loyalty department is in no way interested in hearing that you have been a long time loyal customer. They offer big discounts the first year for new customers to lull them in, but buyer beware! They are by far, the worst company.

I canceled the service beginning of May, returned all the equipment, got a receipt and I was told at the office I had a zero balance. Since then I’ve been harassed by a collections agency and the Cox team with multiple phone calls and letters. I have called multiple times only to get the runaround - transferred to at least four people and put on hold for at least 30 minutes total. Each time they tell me not to worry about it; they’ll remove the charges. Today, I just got off the phone after 40 minutes of the runaround with four different people, only to be told those charges cannot be removed and I still owe the money! I asked for a supervisor and was told I would get a call back. Ugh. I’m calling the Better Business Bureau.

Not even the escalation department at Cox would work with me. I could only get a 'deal' @ $127 a month but ONLY if I added a phone I don't want or need, or if I added a security camera which I don't want or need... Hey Cox, if you can afford to give me $127 a month by adding equipment I don't want, can't you afford to give me JUST internet and TV for the same price? Nope, that phone or security camera HAS to be installed and in use (a.k.a., equipment rental fee, additional taxes, rate goes up after one year and I have to sign a two year deal). Cox Cable needs some cable competition in this town.

When a company consistently overcharges for services never ordered and the mistake is ALWAYS in their favor, I have to conclude that they are deliberately doing this. Just once I would like to see a mistake in my favor, but so far it has never happened. The problem is that they get away with it much of the time with many of their customers who take it for granted that the billing invoice is correct.

I can imagine how many millions and millions of dollars over the years they have fraudulently stolen from their customers by overbilling them. Of course their practice is always to act like it was an innocent mistake or miscommunication. Also, when I order a product/service, they refuse to send me an email with a list/description of charges to confirm my order. What type of business does this??? So when I do call them back to complain, I have no proof of the original order other than my word and what I wrote down myself during the call. In order to minimize their deceptive business practices, I have canceled all my other services and only use their internet. It is too bad there isn't better competition in town.

When I call them of course they tell me there is no records of the refund and that I only paid some of my bill. I have never dealt with bigger criminals in my life. Do not get Cox Cable unless you want to pay for equipment that doesn't work. Fake internet speeds and go through crazy all around problems and disappointment. I wish I could get Verizon in my area. Never had one issue with them.

The work was rescheduled and the second time only one technician showed up and he was told that he was there to replace the router. We explained that had been done already and he was supposed to be there to pull a new line. He stated that required 2 men and he was alone. The appointment was rescheduled yet again for Friday, July 20th between 8 and 10. The manager was at the store early to meet with the technician. The technician called when he was on his way. The manager asked him if he had a helper with him and he stated that he was alone and yet again canceled the appointment.

I spent 4 hours on the phone speaking with various customer service personnel. Every one of them gave me a different story. Every one of them saw different information on the work orders. I was even told that the technician had come out on Friday to do the work. NOT. Rescheduled again for Monday the 23rd. No one came. Called and spoke with supervisor and waited while he entered a new ticket explaining what had happened in the past. He rescheduled for the 25th but said he would contact dispatch and ask them to fast-track us. I received an email this morning at 9:30 that someone would be there today between 1 and 3. Then I received an email at 10:30 am canceling that appointment. Called again spoke with one of their other 9,000 supervisors.

All I get is "I'm sorry about that" or "I understand how you feel" accompanied by "I will place the order and a dispatch person will call you" (they never ever call) followed by "Once I place the order it's out of my hands". Clearly Cox Communications provides no customer service. Very maddening when you're trying to run a restaurant business and don't have full functionality. Not only did they cancel today's appointment via email from Northern_Virginia_Do_Not_Reply@cox.come, but they cancelled tomorrow's appointment when they scheduled today's appointment. In short, they have no intention of fixing the problem. They are incompetent and there is no one in charge of anything, no coordination - kind of like "sleeper cells".

However she informed me that everything would be taken care of and we would have service. Which today is not the case at all, it has been phone call after phone call talking to representatives, supervisors, and technicians. Someone really needs to listen to all the RECORDED phone calls that have been made between myself and Cox and vice versa. This has been the worst experience ever and is still ongoing. I attempted one last time to speak with a supervisor and the agent transferred me to another agent when I asked specifically for the highest ranking official he could find. I will be leaving a bad review on every site I can so no one ever has to go through what we have gone through. On a good note the internet service from Cox is standard service and works just fine when you have it. It's the customer service that makes this a ** company. And it is quite unfortunate for my family that they are the only company available for service in our area.

I am slowly coming to the conclusion that these companies do not want our loyalty because if we keep hopping companies for a better rate, they can keep raising their rates and hurting customers on the ballooning payments. Conspiracy theory aside I will never recommend COX COMMUNICATIONS to anyone, or any company that promotes balloon payments in any form.

First technician came already on June 22nd, looked around and told that we need to lay cables first, and that Cox don't do it. We called Cox again and came out that they will lay cables. We asked them to send technician who knows what he has to do. So second one came, he didn't know that he needs to lay cables, but went to attic to see what we need, came down and told that we need to reschedule the work and it has to be the first thing in the morning as attic getting hot. Understandable, it's AZ. We rescheduled for yesterday. 3rd one came yesterday, had totally wrong work order, he didn't know that he needs to lay cables, that we have 3 TV-s (2 recorders and 1 just a box) and told us ridiculous price what Cox asking to lay cables for 3 TV-s.

It was all, I got really mad as we have had 3 different people here, heard 3 different stories why we need to reschedule again and many different prices to finish this job, during 3 weeks Cox couldn't do their job and we still don't have TV!!! We called to different company and they scheduled us for the next day, all installation is free and monthly price much better than Cox has. It shows which company cares about customers and which don't!!!

Long run, they owed me around $540. Then they credited my account and rearranged numbers until I couldn't see straight. Today I chatted with an agent to see where my $288 refund is (that's the total after crediting my bills and so on). They "processed" it two months ago and it's in my account! Nope. No it isn't. I even called my bank and there has been nothing from Cox since I left in April. Now a "Refund Research Request" has been put in and it will take 72 hours to have someone research the invisible refund I haven't gotten. I solidly and wholeheartedly believe that this company is an overall scam. They suck customers dry until they are tired of fighting with them. I wish they wouldn't be the monopoly in the cable internet industry.

I disconnected all of my old equipment and drove to their store and swapped it all out for this Contour 2 garbage. I took it home and hooked up the host box....it took about 20 minutes but I got it up and running - the voice activated remote worked, but sketchy and half the time couldn't recognize words like "guide"...so I used the keypad most of the time - that should've been my first warning...next, I hooked up the client box. It didn't work at all. It told me my cable connection was bad, so I swapped out the client for the host to test the cable with a known good box and it came up... that cable segment was fine, so I called their support and after getting bounced around and spending an hour on the phone, they told me my client box needed to be swapped out.

So the next day I drove back to the solutions store in Fairfax, Virginia on Lee Hwy, and got to work with an obnoxious, rude, arrogant piece of trash petty ** clerk who gave me another piece of garbage client box. I took it home, hooked it up and got the exact same error again. I called their support and once again was told my client box was bad... Ever since agreeing to that BS upgrade and swapping out my good equipment for bad, my cable has been down in all but one room... and I've jerked around, insulted by an obnoxious idiot in their Fairfax store, and given the runaround, ruining what had been a gorgeous weekend I had planned with my family...

I've resorted to 'downgrading' my equipment now to get my old working equipment back... I lost all my recorded shows, got jerked around and treated like trash by Cox this weekend only to be left with partial service... one of the worst, mishandled customer experiences ever... if you get that promotional call...just hang up - don't do it... because if you like getting buggered by rude obnoxious incompetent uncaring corporate pigs, just save yourself the drive and time and go sit on a sharp stick instead...it'll be less painful and save you time in the long run...

I wish I had other service provider options but I don't. Cox has a monopoly where I live - if I had alternatives, I'd dump Cox like a rotting dead rodent... and now that the current administration eliminated net neutrality rules, Cox gets to screw their monopolized population and there's not squat anyone can do about it.... this is just wrong and Cox is too... they got you by the short and curlies and don't give a damn what you think about it or how they screw you over.

Finally after 8 days of this crap, I get contacted with a hard time set to install. They will be out in two more days. They say, "Between 1 and 3. The tech will call you before they come out to assure someone will be there." I say, "Great, finally getting something done. I cannot wait any longer, it is getting ridiculous." We Friday rolls around and I never hear from anyone so I call and get someone at the solutions store telling me the tech is on his way. So after another hour I call back saying nobody ever called or came so they give me another line of BS about, "That guy should not have told you that, Call this other number."

Anyway, this is a very long story so I am trying to be brief. I find out after being on the phone for an hour with the main Cox number that the tech came to my house and nobody was home. Well they never called and thus nobody was home. So I am beyond furious now and they only say, "Well we can get someone out there in 6 days from now at the earliest." REALLY!!!! That is the best you can do? I immediately called AT&T and have someone coming in two days. So now I have to suffer through another weekend with no internet or TV after two full weeks of BS from Cox. They are so big that they don't care about my problems, but I am now on a mission to tell everyone I possibly can not to use them ever. I am a consultant to new home buyers, so that will be substantial. If I could give them 0 stars I would.

Now we are stuck with them until the end of the year, terrible channels, constant re-runs, and I don't get half the channels I got with Dish, internet keeps going out-and how does that happen with the cables running underground, we never had a problem with dish going out unless a very big storm came in. We want to drop cox so bad but can't due to their no-contract contract. I guarantee we will go back to Dish, there must be some way to get out of the no-contract contract now so we don't have to deal with them anymore-HELP! High speed internet? Not A CHANCE-THEY SAY WE ARE GETTING THE FAST INTERNET BUT IT'S SO SLOW, WELL, I DON'T WANT THEM ANYMORE.

In the process of talking to the Cox cancellation agent, it was very obvious that he was very irritated that I was calling to cancel Cox after we already had the AT&T installed. Because I think these cancellation agents probably get a bonus the more Cox customers they talk out of cancelling. So here is the crucial point. I asked the cancellation agent if there was a grace period after cancelling the internet whereby I could still access my email to get important emails forwarded to my new AT&T email acct, notify people of my new att email address, etc... HE SAID ABSOLUTELY NOT, that the minute he hit the cancel button, I would have no access to my Cox email. He said that to continue to have access to my Cox email account I would have to keep paying for my Cox email.

And since I was breaking up the "package" deal of tv/internet/ phone, by cancelling the tv and phone, from that point on I would have to pay even more to keep the Cox internet going (to have access to my email). He said it would cost me $89 month. Since I thought he was telling me the truth, I had no choice but to keep the account open. Of course, with that price, I was intending to deal with my old Cox emails and notifying people of my new AT&T email address ASAP.

But after thinking more about what he told me, I decided to go online and "chat" with another Cox customer agent. Boy, what a difference. This agent totally contradicted what the phone cancellation agent had told me. He said there was DEFINITELY A 90 DAY GRACE PERIOD TO ACCESS YOUR COX EMAIL AFTER CANCELING YOUR COX EMAIL ACCOUNT. He went on further to say that the guy I talked to in the cancellation department told me there was no grace period because he was trying to get me to keep my internet account open at $89 a month.

Needless to say, I am outraged. In my opinion, this is fraudulent behavior by Cox Cable. Since I now still had to call the cancellation department to cancel my internet, I let them have it. But guess what happened? This time the agent I got said she could not find our account on her computer to access it to cancel the internet. I KID YOU NOT. Even when I gave her the account number, she claimed she could not locate it. I asked to speak to a supervisor... She said she could not refer me to a supervisor until she had located our account. After she put me on hold for awhile (I had been on the phone over 20 minutes at this point) she came back on and said she finally found our acct and that she would cancel the internet.

I then told her I wanted to file a complaint against the agent in the cancellation dept that had given me fraudulent information. I do not believe that this guy did not know the policy about the 90 day grace period. I think he purposely gave me incorrect info to scare me into keep paying $89 to keep my internet account open. So she said that she was filling out an incident report on this agent. Still not satisfied that any action would be taken against this fraudulent agent, I asked to speak to a supervisor. The agent said that it would do no good to talk to a supervisor, that all the supervisor would do is to tell her (the agent) to fill out the form she already filled out about the incident.

I kept demanding to talk to supervisor and after a long while one got one the phone. I told the supervisor the whole story again and told her I wanted this incident to be passed on to the supervisor's supervisor, and up the chain of command until my complaint reached the highest up it could go. I also told her I was contacting the corporate office. I sincerely believe that other Cox Internet customers are being purposely given fraudulent information by Cox's cancellation department to increase Cox's profits. By this posting, I am hoping to keep other Cox Internet customers from being lied to when they call to cancel their Cox Internet.

I went down to 100 internet and my bill went up $30. It was ridiculous. Well she tells me that there is a promotion on there and that we can get the Contour taken off and my bill should go down to about $58 which sounded good to me. She then transferred me to someone who didn't even realize they were getting a transfer call. I explained to her the situation and she then informs me that the discount I was getting was for a bundle and that I had no other options to save money that I should just keep the Contour but she could save me about $2 hours for a modem discount. I specifically asked her if I would have to change modems in order to get this discount and she stated no. I was so upset that I just told her not to change anything and I was tired of being lied to and told different things and I disconnected the call.

I then went ahead and pay $120 bill even though I think it's ridiculous that I should have had to pay that so that my internet wouldn't get interrupted. After I calm down for a minute I downloaded the Contour app to see what it was about and I couldn't get it to work. I went to the chat on my Cox app and ask for help. The agent sent me a link on how to work it and that was great. I also asked about the modem discount since I had thought about it and $2 savings is better than nothing. I was informed that I would have to downgrade my modem in order to get this discount. Which I had specifically just asked not even 30 minutes ago. I am so tired of talking to 20 different people and getting 20 different stories. I would just like to get decent internet at a decent price.

I was also told to look into Cox Connect which apparently is internet for $10. This is something I should qualify for as my daughter gets free lunches at her school but then I am also don't qualify for it because I've had this internet in the last 90 days. I don't understand obviously. I'm struggling and my daughter gets free lunches so I don't understand why I wouldn't qualify. I'm so frustrated with Cox right now. I am tempted to just leave and go over to AT&T. Cheaper internet and I wouldn't have to deal with this BS. I have been a loyal customer with Cox for probably about 7 years now. I have changed addresses a couple of times and I've never had any problems. I even had two accounts at one time one for me and one for my father. This is so crazy to me that I cannot get a straight answer from a representative and that everybody has a different story. Totally unacceptable Cox.