Cox Homelife Reviews

They said they would sent out a tech to take a look at it. The tech who came out said our internet strength in the house was causing the problem and we would continue to have issues. We called the next day to insist they cancel and remove the equipment from what the installer said. They said they would send out the next level tech. He fixed the cameras by changing it to another channel. He finally got the cameras to work on the monitor. However, we still could not get constant access with the Homelife app to monitor the cameras. We both intermittently get messages that say "Not Connected. This app requires an internet connection. Make sure your device is not in Airplane mode and has a Wi-Fi or cellular connection. When your device is reconnected, you will be able to sign in again". We are always connect by Wi-Fi or cellular when these messages occur.

We called again to say that this service still does not work and we want to cancel. We spoke to a supervisor and he said that it is the fault of our cellular carrier and that they would not do anything. REALLY?? I should not have to change cell companies to get the service to work. We told them if they cannot get this to work as it should then they need to remove it and void the contract. They refused so we filed a complaint with BBB. That caused us to get a phone call from an escalation department. They will not budge on removing the equipment. They expect us to take more time off work to let another technician come out to look at it.

How much money do we have to continue to lose in wages to be home for their technician window? We have already invested too much time on this. Every technician or supervisor has a different reason why their equipment won't work. They need to face it that their equipment and service is crap and it just does not work well at our location for WHATEVER the reason is, and the right thing for Cox to do is let us cancel without penalty. It is criminal for them to force us to keep this equipment that has proven time-and-time again that it is not reliable to keep our home and lives safe.

One agent for 45 minutes tortured me to set up uninstall and then demanded I pay 25 dollars. Next agent said it only takes ten minutes and no charge. WTH? I nearly collapsed from exhaustion, anger, frustration and disbelief that it is ok to put a 30 year customer through this? Don't do it. It's customer service that is a nightmare. An absolute nightmare. Imagine if I stayed? More fraudulent billing, agent and tech nightmares? So thankful I left as fast as I could.

I called back within the allotted thirty days to cancel the service and verified again that my Bundle deal would not be affected negatively because I canceled the Homelife service. Imagine my surprise when I got a bill stating that my service would increase by about…ummmm, 200.00 per month...because I lost the Bundle discount. I called and spoke to Bosha on September 4th about the increase. And, she said that it was because I lost the Bundle discount which I explained that I was told that it would not be taken but that's neither here nor there, how do I fix it? Bosha said that she would set up an appointment for the 11th to have Homelife reinstalled and to fix the issue. I called back on the 11th when no one came and spoke to a supervisor/manager, Deborah, who explained that Bosha never completed the request so that meant that my husband wasted a half day off since we had to reschedule the appointment for the next week.

I then received a bill for 300.00 to install Homelife which I refused to pay because I only got the service because the install fee had been waived. I called again to rectify this and was transferred to the requisite...deep sarcasm...four associates, one including Tonya who transferred me to another associate, when I asked to speak to a supervisor. I received ANOTHER email with the incorrect installation date so I called and had the date changed to Tuesday, the 24th, from 5 pm until 7pm. I received an email and a phone call today verifying today’s erroneous install date. I called and spoke to Andrea, a supervisor, who informed me that they cannot install from 5-7 because they would not have complete time to install.

This is the epitome of a Comedy of Errors. Cox is hell. I would leave but they have a monopoly in my building. Sooo, basically, I am going through Hell to have them install a service that is horrible and that I never wanted. Oh, yeah, I just got a late notice for my bill that was supposed to be postponed until they fix this phenomenal mess. Yeah, Cox.

I was escalated to a Supervisor who informed me the contract should have reflected 177.50 x4 it was misprinted, I pointed to the clause in the contract (Clause 33) that says the equipment list is a part of the contract and what the pricing I agreed to was. Too bad so sad the charges are right. "We sent you a email that says x4." I reviewed my email and asked him to resend it (I have never received that email still to this day, not the resends). I then asked to speak with a manager regarding this issue and possible cancelation of this service. Was told I would be called back within 72 hours. Paid the bill and waited.

Flash to the next bill. Called Cox. Explained yet again, after being transferred to multiple people (never the manager I requested in the prior pall) yet another ticket has been issued. Despite the multiple people I have spoken with regarding this issue, I have been told things like, "The contract was misprinted. You should have contacted us within 60 days it says that in the contract (not that I have found) and I did regardless, 30 days from when the 2nd Billing occured. It's not our fault our representative didn't tell you. I need to let the sales reps managers know she didn't explain it correctly." I will pay the bill and wait again. The sad part it, I like the service. I have never really had a problem with Cox. But my advice, stay well away from headaches like this if you can.

However. the 720 mp cameras would never show a clear image of any object... even my stationary car... which appeared someone took a baseball bat to the hood... windshield leaving me freaked out about this sabotage to my nice car. Upon seeing the car firsthand I was relieved to see no damage at all. But the cameras’ images are soo poor one would never be able to identify a possible criminal caught in the act if it were to happen. What good is this for catching a perpetrator.

When contacting Homelife repeatedly... I should have kept a tally. I could not get any response to the problem with recording long term... by 11:00 am the fifty FREE recordings were used up from slight breezes. Turn down camera sensitivity... get no recordings. I wanted to buy or rent a dvr recording device... not offered during their transition to the cloud storage capabilities... which when ready I was assured I would be notified for getting this feature... NO COMMUNICATION.

Finally wishing to cancel before my 6 month trial period... I would be told a supervisor will call you in the next day or two... NOPE, no emails... NADA. Again calling back, told the same thing... NOPE. There goes the 6 month threshold for a complete refund for all incurred costs. So I stopped paying the $60.00/month payments for a service which was leaving my property 100% unprotected. THEN my bill for Homelife jumped to 500 dollars.

Then the following month it went to $871.24 for what? For not paying for an incompetent service from the get go... probably the amount to pay off the two year contract which ONE IS OBLIGATED to deal with without having the opportunity to cancel before the 6 month trial period as promised... because this CORRUPT BUSINESS plays smoke and mirrors with its customers/victims in order to profit on the unsuspecting people who really are POWERLESS against this entity simply by initiating a service sounding great from the sales representative... but the reality over the course of business dealings.. leaves me...OR it could be YOU! But reading this I’m sure you now know better! You are welcome!

By reading all reviews and getting an overall understanding of just how CRIMINAL this COX HOMELIFE entity is. Literally stealing money from those not aware before signing the contract... will be victimized. The little guy... just trying to protect the most valuable asset... the home... is being legally fleeced/robbed from a business entity... Cox Homelife... without any recourse... except for filing a lawsuit. Maybe someone willing to create a class action suit for this criminal activity of Cox Homelife will then and only then bring justice to the victims having experienced a similar financial loss without any customer support to get what was SUPPOSEDLY paid for... Ugh!

I placed several calls to Homelife support, rebooted the system many times, as advised over the phone. I had to schedule a third technician come in and fix the issue, he removed everything, and re-installed them. He stated they were now working again, and we wouldn't have any more issues. Literally after he left, the system stopped working once again, I placed multiple calls, re-booted the system, and nothing. They wanted for me to wait another three days to have a fourth visit, and get this fixed. I had already taken 12 hours off work, during these visits to my house, and my system was not working. Now I do not have any more PTO, nor the luxury of time to waste.

I was forced to cancel my system, no one was able to figure out what was wrong with it, why it was not working, nor what was going on. The system was active for 11 days, and only worked for 4 days. I explained to them, that I will have to cancel due to system nonworking properly, not only have I used up my PTO and taken time off from work, but I would have to pay for a system that isn't working, and no one has been able to resolve. They cancelled my system as of Friday January, 11th 2019. And now I have a $748.00 early termination fee, even though, I am in the "30 day money back guarantee" since I had a nonworking system for 11 days. I placed multiple calls, spend hours on the phone, was transferred from department to department, without any success.

I was advised on Monday January 14th, that a form would be submitted, and have the termination fee waived, since I cancelled due to system not working, and none of the technicians were able to resolve the issue. I was given the runaround, advising me to call back another day, or to wait for a supervisor's call. I called again on Monday January 21st, 2019, I was advised, they had to resubmit another form requesting the early termination fee to be waived, and to wait for a supervisor to call me. I called again on the 23rd of January, and was advised to wait and call back another day, since there was no activity in my account regarding the fee being waived, nor a supervisor contacting me.

As of today, I do not know what is going on with my account, I am being charged for an early termination fee, for a system that worked for 4 days out of the 11 days it was active. NO one was able to fix/resolve the issue with my cameras/Homelife System. NO one has given me a call as I was advised. NO one has been able to assist me in fixing this issue, I do not feel like I have to pay an early termination fee of almost $800.00 for a system that did not work, and they did not fix. I cancelled because the system did not work, I have no more time off work to accommodate another 4 hour technician visit to the house, and I am within the "30 day money back guarantee" that they advertise.

Original Review: Jan. 14, 2019

I've been renting a room in a house, which is the only reason I chose the Homelife service that came with a bundle. Renting a room is the only way I've been able to afford the Homelife, cable and internet. I've told COX that I am going to be homeless after the 30th of this month and will no longer be able to use the service and won't be paying for service I won't be able to use and they are still adamant on sticking me with an early termination fee of $400. I have been a loyal customer ever since I've had my service and always paid my bill on time. It appears that COX has no sympathy for anyone who's unfortunate to no longer have a place of residence and is only concerned about receiving as much money as they can, no matter what. After this behavior from COX, they can definitely forget about me ever being a customer with them again. They are very unfair and they don't deserve to have loyal customers who may need their understanding in a time like this.

The consumer will begin adding on "add ons" bit by bit, piece by piece, until they have la carte built a wholly functional security system, ie; 4 cameras instead of the basic two cameras, 24/7 "Cloud" monitoring" (costs 2x more for monitoring 3 cameras than it does for monitoring 2 cameras, and you can't buy three cameras, you have to buy either two or four at a time for [currently] $180.00 per pair). The basic package came with a motion sensor. It came with two cameras (indoor cameras). It came with a control panel. It came with three light bulbs, and it came with a window sensor. I had to pay for installation.

Beyond those basic things, the customer will likely want an electric door lock. I mean, right? I know I did. I wanted my security system to "act cool" as though... Hey, I'm paying out all this money each month for a security system. I need something that looks cool and functions as though it's actually doing something for my money (and "protecting me"). Who needs a door key anyway?! Now I have a cool looking keypad that beeps and unlocks my door whenever I push the buttons. I paid $260.00 for that entertainment.

The Cox "Homelife Security" sign in my front yard wasn't enough "coolness." I had to have the electric keypad door lock! (For $260.00). I definitely needed two extra cameras which cost me $180.00 more. It also cost me another extra $15.00 per month to monitor three cameras instead of two, and I had to purchase 4 cameras because I couldn't just purchase one more (than two). No, it had to be four! So, add on the extra-extra for "Cloud monitoring" of four cameras. Window sensors? I got a door sensor instead, because after all, I preferred to go with a cool looking/operating $260.00 door lock, and that meant the door needed the sensor (sorry window, you lost).

But really, I should have known ahead of time that this whole Cox Homelife Security "deal" was a sham when it came with ONE window sensor in the basic package. Think real hard and long about this (because I didn't)... It's a SECURITY system and it comes with ONE window sensor. That's not a statement about Cox, that's a statement about me! I knew it came with one window sensor and I bought the system anyway!

That has to be the "gotcha" joke that floats around somewhere inside Cox Corporate that pokes a finger in the eye of every consumer who purchases their Homelife Security "system", saying, "LOL. It comes with one window sensor and they're still buying from us! Yeah, next year let's not offer any sensors!" So, piss on the windows, I went with a door lock! Yay! If I wanted (need) the window sensors (11 needed) they would cost extra. But hey, I got the motion sensor (and alarm) for AFTER someone breaks into my home. In closing, You decide.

This addition to Cox the Cox Homelife has no one you can talk to at all. When you call they only want to set up maintenance service. They will not discuss anything else. They have a clause that you have 72 hours to cancel if you don't like it. Plus they send you the contract to sign by computer. The reason why is so when you don't sign it, they will say you did to rope you into a two year contract. Then when you complain that is the only thing they say is you signed the contract. They don't care that you were lied to about the services and the equipment. In my opinion it's a big scam. Nothing they said, to get you to get the system or about how it works is what you get. Beware. Just because it has the Cox's name on it doesnt mean it is as the other Cox services.

I had them come out because of the cameras going off and on and was told by the serviceman just crawl up a ladder and unplug it. Then was told even by the service ppl how bad and cheap the security system was, but because I didnt record the salesperson or the service ppl I was stuck in a two year contract (Really) if a company has to tell you that, they know it is not what they advertise from the beginning.

I tried to call the Cox Homelife main business office. Guess what. There isn't no one there in charge. Just phone operators. If you call the Cox phone number you just hear you signed a contract or do you need service on it. So where is the protect for consumers when what you are told you get is not what you get? Where is the protect against companies who just want to scam you when you don't even sign anything? I have tried to find anyone to help with this matter but all you get is, "Did you record anything" or they say you signed a contract on the computer even when you didn't. I should have researched more I know, but you really don't think this can be legal to hold you to having to pay for something you were lied to about, misled about, and told you signed something you didn't. Cox Homelife is a nightmare.

Third billing date my bill was $500. I spoke to 4 Cox Homelife reps when I wanted to cancel the service. One rep told me she couldn’t see my account. That was a lie! Another rep told me it was already off my account but knew that was a lie when I was listening to my door chiming while I was opening my door. Two reps transferred me to back to Cox and didn’t even deal with my issue at all and the last one told me I was in a contract I was not aware of and that I would be charged $600. Paperwork was submitted 6 times to put me in a bundled package and all 6 times it was denied with the last time it being denied “in error”. The product is great and gives me peace of mind being a single mom but the shady sales guy, customer service and overall experience of the lack of care given to the Homelife customers is terrible!!!

Called Cox to let them know what had transpired as I do not want to be charged for another tech to come out. They advised the tech should have never left and they would have someone call me within 30 to schedule a tech to come back. One hour goes by and no call from Cox. I called back, they advised me that the tech was held up at another job and they would call me within 30 mins, understood. Just wish they would have communicated that better. AGAIN, an hour goes by. No call. Called back, was told they would have dispatched call me back.

Again, no call back within an hour. Called Cox back very frustrated at this point and was advised they could not get ahold of dispatch. At this point the items are not working, I’ve wasted a day, and I just want to return the goods. Supervisor place me to a call center that was closed. Worst service ever! No communication nor follow through with the products on the Homelife. I have had Cox for cable and no issues for years. Homelife is just too new and I assume not all the bugs are worked out yet.

Within these 3 months Cox Technicians have been over 6 times and that's not counting the supervisor who has been over 3 times. All the technicians are very nice, but not one can get my cameras to work. They also attempted to install an extension device and shorted out the wall socket that caught on fire. The supervisor (Sam) stated he doesn't know why my cameras are not working. I'm tired and just want all money back so I can get a security system that works before something happens at my home.

We had it installed and the techs could not get it to work since day one. We had tech after tech and supervisors come over to try to fix the system to no avail. Then we were told that we needed to be patient because Cox has a new app coming out and we will be one of the first to be installed, then the system will work. A bunch of lies. The tech came out and installed the new app and still didn't work. I heard him tell his supervisor on the phone that the SYSTEM WAS NOT FIXABLE.

We asked for our money back and was turned down. We paid for a bunch of equipment that never worked and Cox feels that is ok. So we have cameras that were installed on and in our home THAT DO NOT WORK. They say that they cannot make it work but still refuse to refund our money. Now they are saying that it is WIFI issue. Well, it is COX WIFI. Cox Homelife is made up of a bunch of thieves! I thought that this would be a reputable company to have a security system with. I was wrong. They do not know what they are doing and we have to pay for it. Piss poor company!! Stay away from them.

Absolutely time-wasting nightmare. If you are considering using Cox Homelife Security System: instead: place $75 a month into your paper shredder. Spend time on your phone, angry and complaining at least 45 minutes biweekly, then take 4 hours off of work monthly, to wait for a clueless technician to repair nothing. The spend another 45 minutes on the phone asking for them to give you your money back every other week. Cox Homelife: We make your homelife harder and we even charge you for it! We love financially ** consumers and when they complain, we blame the problems on them!