Consumer Complaints and Reviews
COX is doing deceiving advertising promising service and prices that are never honored. It is the most expensive internet service provider, charging 70$ a month for a lousy internet service at half the speed of TWC. Also they treat old customers like crap taking advantage of their almost monopoly status in some cities of Southern California and charging prices that are out of control, with the complicity of the state regulators that let them get away with any increase in price.
My reason for the review is that I'm a returning customers that been with Cox for 4 years and 6 months and still experiencing the same problem that caused me to leave - a high Bill that my budget can't afford and lies about my package prices and other things - and I'm tired of it.
This has to be hands down the worst WIFI service and phone service I have ever had!!! Every couple of hours either the phone or wifi is losing the signal. EVERY FREAKIN MONTH the BILL RISES!!! I'm so sick of this company. When this hostage contract expires, Cox can kiss where the sun doesn't shine. A company that continually rapes their customers. Unbelievable how uninformed the techs are when you call with a explanation as to why the damn wifi keeps going out. I getting rid of cable, use my cell phone only and look for a hot spot when I'm desperate for wifi. I will not continue to be taken advantage of. They want a rating, ZERO!!!
I have the 40mb internet service and it's always at 15 or 18. When you call them it goes back to 40 till the next day. The service is not reliable... they do overcharge you just so you can go there or call them so they can take the charges off so they can look good that way.
Save yourself the hassle and frustration and DO NOT USE COX COMMUNICATIONS AS YOUR PROVIDER. I have been a COX Communication customer for only 3 months and have had several faulty internet connection encounters with them - about 8 or 9 times the internet goes out for hours. They have had 3 outages that take 10+ hours to "fix". When calling to get help with internet loss issues, their employees have no clue how to resolve your issue and cannot seem to find any solutions. They usually just transfer you to another person who has no idea how to do their job either. I am a reasonable person and understand it is not the customer service employees fault, but COX should hire employees with knowledge of how their company works. DO NOT USE COX COMMUNICATION FOR YOUR PROVIDER. (Especially when you need internet connection for school/work.)
How do I know I can trust these reviews about Cox?
- 609,949 reviews on ConsumerAffairs are verified.
- We require contact information to ensure our reviewers are real.
- We use intelligent software that helps us maintain the integrity of reviews.
- Our moderators read all reviews to verify quality and helpfulness.
For more information about reviews on ConsumerAffairs.com please visit our FAQ.
I just got off the phone with Jessica and she did a phenomenal job! When we installed the service they told us they wouldn't charge for a certain aspect, then the bill came a month later with the charge on it. So I called in to correct it. She apologized for the miscommunication and credited our account for the discrepancy. To me that is the sign of a great company taking responsibility. I recommend them so far!
Just unfortunate that there isn't a zero stars. I've been a longstanding Cox customer for phone and internet. Mainly because for internet there just isn't any service quite as fast as theirs. I pretty much knew I was making a mistake when I cancelled my DirecTV to upgrade to a bundle with Cox. My issue in the past has been with the frequent price increases. The issue prompting this review is customer service. I reluctantly decided to bundle with Cox. I went online and added Contour TV and upgraded my internet. I accepted the price increase and booked a scheduled installation day on the following Monday which I took off from work to be available.
I decided to call on Sunday to confirm time range of install and was informed my order had been auto cancelled. After about 20 minutes of them trying to figure out what went wrong they stated that they tried to call and confirm installation (on a order I just booked the day before). I had not one call from Cox on my caller ID nor an email regarding confirmation or cancellation. Cox customer service was useless as always. Their offer was basically they would help me rebook for a later date. I'll just go back to DirecTV where they at least made an effort to help me out. Bottom line is as soon as there is a competitive internet service adios Cox!!!
It's a second day I'm waiting for E-mail message from Cox with instructions on how to get this 1 hour free trial. Don't think I'll need it if ever I'll get it. It's all after having filled all required forms, registration and so on.
I don't recommend them, especially for Internet service. I used them for years, gave U-verse a shot, then switched back. It's been an overcharged nightmare since. I pay for the 100 mbps and I'm lucky if I get 60. Streaming cuts out and the WiFi is so slow. It's always something interfering according to the 5 techs that I've had here in just the past month. Bad wires. Ok, run a new wire. Still not fixed. They can't deliver what they advertise, but are more than happy to charge a ton for it. The techs don't call before, and sometimes just don't show up. When I call, they give me attitude. They schedule appointments that I didn't even make. Always promise a supervisor, never get one. Biggest rip off.
We have been having constant issues with the internet dropping at our apartment and we have had two techs out to our apartment and, they have still not fixed the issue. We called Tech Support and they always give us the runaround. They always says, "It's an outage," or that we need to "swap out the modem" (the usual lazy and quick fix), and our modem isn't even a year old. One of the tech never test the modem or even tried to see if the line inside the house were working properly. This issue has been going on for months. And no luck.
Get CenturyLink instead!!! Don't bother with this privately owned unscrupulous company. They kept charging me a one time activation fee every month... They told me my bill would be at a less expensive rate than the bill showed each month. The final straw was when I was thinking of signing up again after letting my service go completely for two months... The customer service workers Rochele then Kian... Then the so-called "supervisor" called Jolanda if that was even her name said she would credit my account to reinstate for the following week.
I almost fell for it until the end of the call when she had just said she would adjust the initial reinstatement to more than half the cost less than the former balance. I was very happy with this so I said goodbye and started getting my modem ready as directed. I left my phone just a few feet away when I came back to hang up after she thought I hung up, she said referring to my balance... "I'll just add it back in. I'll fix her..." Cox has lost my business because of their poor relationship with me. I was with them over 5 years. They lost my confidence thanks to their greedy practices. That trickles down to their low class customer service department.
They have become too big. They can't provide satisfactory service anymore. Their internet is slower than it was when they first started. I was told to get the faster service. I see no difference but charged more money. Their telephone service is so bad. I gave up trying to hunt down bad wiring in my attic, that they DID years ago. Now I just use a wireless throughout my house. The worst of their bundle is the tv. These new mini boxes are pieces of **. I have replaced 3 in the last 6 months. They take 5-10 sometimes to start up. Now all my tvs are helpless without a good functioning minibox. I spend more time watching tv online, and not with their website, that's terrible also. I am in the process of dropping them. I just can't wait for the day I am through with them.
Their commercials are so bad, full of lies. They seem to think they can magically float things in the air. And everything is so futuristic. What a bunch of **. It's false advertising. Everybody seems so happy, having Cox as their service provider. In the real world their stores are always overcrowded. I walk in one the other day. Over 50 people were waiting, about an hour and half just trade out a minibox. I feel stupid to be a customer of theirs. They are trying now to take as much money from people as they can. It is only a matter of time before their monopoly is broken up. Unfortunately the two other providers in my area stink also. Not as bad but, for what they're charging is not worth it anymore. Pretty soon everything will be online and they will have no control, to rip people off. Prices will come down to earth, and I hope they fold.
Potential customers beware - Cox is horrible. Internet performance is unreliable and slow no matter what supposed package they sell you. Add voice and you can count on being dropped in the middle of calls all the time. Don't try calling for help - it is their network although they will constantly say they need to come to your house to see if they can fix it. They will waste your time making you swap out modems too. It is their poor network, you will never get promised speeds and they are not upgrading the network. Do not waste your money and time.
I have been in my house a year now and Cox has been here almost every month sometimes more than once or I have spoke to them on the phone, internet connection and tv are the problems I deal with every month and they cannot get it working correctly and I have missed out on my 2nd job income because of this and it doesn't matter to them but to me it does because it is affecting my pocket/money.
Making this as concise as possible. I was quoted one price. Billed incorrectly. Called, explained dilemma, apology and got a higher bill. Called again, big smile big promise. Nothing again... And this is why I didn't or wouldn't sign a contract. And never received the signup bonus either. People said they were much worse than Verizon. I guess they were right. Looking to go to Verizon next I guess... Sad how these companies operate.
This is the second attempt to write this review due to dropped service. First of all, the service drops all the time, but the speed was great for the first six months. Then, it slowed down so drastically that we can't do anything anymore online. Is it a coincidence that today I get an email from them to upgrade to a faster package for a fee? Don't try to call customer service. Our cashier at Walmart told Miranda she was gorgeous unless you have the patience to wait on hold only for the call to drop over and over. Their service is so bad, they can't keep their own phone lines working!!! Then, the person at the other end is useless. I will NEVER order service from this company again!!!
I want to put out a warning to all potential internet customers to STAY AWAY FROM COX INTERNET! Even AT&T U-verse (which isn't the greatest technology-wise) is miles ahead of Cox in terms of service and competency. My experience started with an installation appointment. Easy enough you think? Think again. They completely missed the Saturday morning appointment, and didn't even bother to call. I called them to explain the situation, and the representative acted arrogant and didn't even bother to apologize or give an explanation, as if this is something that was expected to happen.
Anyway, I let it go, and after some convincing I got them to reschedule my appointment to the afternoon. They ended up ALSO missed this rescheduled appointment, and again, they didn't bother to call. I had to call them instead, and this time they gave an excuse that they tried to call, but since no one picked up, they didn't bother coming to the house! It turned out they called the wrong number, so I made it clear to them to call the correct number (my cell). I then had the appointment moved to Sunday.
Sunday comes along, and the technician finally shows up at my house. Guess what? He didn't have any equipment with him! I cannot comprehend why. What were you going to do at my house, have tea and chat? He ends up driving back to the store to pick up the modem and tries to install it. My previous set up was disassembled, and he set up the new Cox modem in my control panel. It was then that I discovered that the modem didn't have WiFi support; it's just a basic modem with single port, and I would only be able to get internet if I Sat in my closet (where the control panel was located) and plugged my laptop directly into the modem. Completely unacceptable.
There were a whole host of other issues, like NO ONE from Cox knowing what modem model I was supposed to be given, or whether I was supposed to be able to buy it even though their website clearly advertised this, and I even have an order confirmation with the details to prove it. The technician ended up leaving without fixing the problems because he had another appointment. I ended up having to call Cox again to schedule a follow-up appointment, and discovered that the only other time that worked for a follow-up appointment was the next Saturday, SIX days later. I was finally told after demanding to talk to the manager that the modem that the technician left at my house was the wrong model, and didn't even support the speeds that I ordered. He said he would take care of things. Ok fine, I'll give it one last shot.
Next Saturday comes around, and guess what? NO SHOW. What a surprise. Not even a call. I called them again, and guess what? They said they tried calling me, but no one answered, so the technician didn't bother to come. WOW, AGAIN. Not only that, they were still calling the WRONG NUMBER. The incompetency. So, for the FOURTH time, I rescheduled to later in the afternoon. Guess what? Just guess. Yup. NO SHOW AGAIN. I'm crying my eyes out with disbelief. I call them and guess what they said? Well, they didn't have an excuse. None. My call then got disconnected, and when I called back the service hours JUST ended in my time zone so I couldn't talk to a representative.
I end up going online to chat with a service rep. She said that she sees that there is note saying that the technician was on the way, but that she was confused. It's not confusing really, even I know what had happened - the service hours for the day were done, and the technician decided to end the day without servicing my house, and didn't bother notifying me trough any means. She had no excuse to provide that wouldn't put her own company Cox to shame. So the day ended with another 5 hours gone waiting around for nothing. I had an appointment scheduled for tomorrow from 3-5 pm. Let's see what happens. I will be calling Cox every 15 minutes starting 3 pm to make sure someone shows up. In the mean time, there is one thing that Cox HAS managed to do - send me a bill even before completing their initial installation! Can you believe it?
Well, there are a couple of other things they have done: disrupted my previous service, failed to provide the correct modem, failed to provide any wireless capabilities (e.g. gateway or wireless router), which was clearly stated as included, wasted 10 hours of my time over 2 weekend, promised to give a discount on my bill twice, which is not yet reflected in my account, flooded my e-mail with false appointment confirmations from email@example.com, displayed blatant disregard for any kind of curtesy, competency, or customer service. Great job Cox, if you're in the business of losing customers, you win gold. I conclude by making my first recommendation on Yelp after using it for almost a decade: take your valuable time and dollars elsewhere... anywhere but Cox.
Cox keeps running ads about how I'll be able to get a gig one day and great digital food or some such garbage. In the meantime, even though I have their highest speed, I can't even get through a YouTube video without it freezing and I have to reboot the channel. So it is bad enough that you have to endure crappy, unreliable service, but then you call for customer service and the fun really begins.
It takes over two minutes of button pushing and menus to even get inline for a CS rep, then they are in some god forsaken place that is closing soon because they are in a different time zone and because they don't live in San Diego, they don't care about San Diegans. Before Cox closed their San Diego call center you were talking to someone who was a neighbor and understood you when you talked. They were genuinely interested in helping you. The out of state call centers people are completely indifferent to your issues and have zero interest in actually helping you. If there was any other provider who was a viable option I'd switch, but I am trapped like a rat in a maze and they know it. Sam Attisha should be embarrassed about how bad his company is now.
Hackers seemed to have hijacked the epic fail's Postmaster@cox.net email addy. It took me several days to fix the mess of spam that was landing in my Inbox, which Cox did positively ZERO to assist. Instead, this piece of manure ISP has started to reject MY emails from going out, using their "cox against spam" useless landing page as my only solution. I hate this company and am definitely looking for a replacement. Suggestions are welcome.
20+ years with these clowns. They deceptively raised my bill by over $30 a month and after several conversations each person tells me "sorry about your luck". I hope to be able to say the same to them ONE DAY SOON.
This is what you get from a company that does not have to compete for your business. I blame this on our local and state government agencies (like Trump or not, he is right about the lobbyists and government officials). They charge you for their blazing speeds of 150 Mbps, but at the most I can only get 70-80. Whether this is fast enough for my needs or not is not the issue. They are charging you for these speeds and brag about them on their website. The technician came out, rummaged through my house, took out some equipment and left with the following statements. Of course this is after I spent $100, upon their recommendations for the increased speed, on a new modem. "It is your wireless router. Maybe you need to upgrade the firmware." Not only is this insulting, but is completely ignorant to the fact they are not providing those speeds.
He also said "you cannot expect that speed from your wireless router. You need to be hardwired to the system." I asked him to show me how to hardwire my iPad, iPhone, MacAir and Apple TV's. Oh I also asked him to show me, since I am the odd ball of the world with my equipment, to hardwire his phone to the system and show me 150 Mbps downloads, or even close to it. This is false advertising, overcharging, and a complete disregard for providing what they offer. I bet most people to not even check their internet speeds and just rely on the corporate giant to be honest. Where is our next level of complaint? I am sick of the monopoly.
Cox cut back on the amount of email storage allowed, and increased their internet service rates; now they want me to pay to "upgrade" the amount of storage to what I used to have. Total ripoff. I am canceling my service with them after many years as a (now dissatisfied) customer.
It is an amazing, that a large company has so many representatives that are not only unknowledgeable but are rude and borderline nasty. I like when they answer the phone, said "thank you for being such a loyal customer for 15 years" and then they talk to you like a piece of dirt. Believe me, if there was another system or if Verizon had television and better internet I would go with them in a minute but we are unfortunately stuck with Cox. They are always right there to make a rate increase. This is why we need competition so these conglomerates cannot run you over.
Cox has really affected recent events in my life. I can't sleep over it tonight thinking of the experience I just went through and I just can't accept it!! I have been a long standing customer of Cox, never ever late on a payment since 2000. From 2012-2015 I have had poor connectivity service and thought what I paid for was a waste of money. The modem that initially came with service went out so they replaced it with another. When that one too went out I decided to purchase one that maybe a better quality modem would help with speed and maybe not die on me so quickly. it cost me about $86 maybe little more. Well in April 2015 I moved and canceled my service and certainly didn't wish to add to my new place of residence. I asked Cox if there was anything I needed to do or turn in at that time. They told me no! Cox told me I would receive a $17 credit in mail because I cancelled mid-month. I was happy for that.
Well... about 2-3 months after renovating and moving into a new home I realized I haven't received anything from Cox (my check). So I called. They were rude to me when I called and told me I was turned in to collections. I was like "FOR WHAT??" They said because I didn't return their equipment. I told them over and over that the modem was mine, that I purchased and I specifically remembered April conversation of cancellation nothing needed to be turned in, that I would have credit. I went over and over with them to go look at my records. Then I was upset that I didn't receive ANYTHING at all at my new address or forwarding mail regarding any kind of bill stating this information and/or warning me before goes to collections. They told me to contact the collection attorney or show my receipt. So from that time after moving and searching and searching for this receipt I ended up forgetting about it for few months.
I went in to the Cox store to explain and she immediately pulled my account and said "yes ma'am. I see here that you did indeed purchase the modem." I said "then why can't customer service over phone see that?" She said it was the "code" used and that they have to take extra step to go on a further tab to see. I asked her to please correct the mistake and correct any credit reporting. I did receive my credit in mail in March 2016. Because of Cox's mistake saying I owed them money/equip when it was THEM that owed me money, this has caused me trouble for not being able to complete a year goal of refinancing my home to again recently not even being able to obtain a small personal loan from my credit union not because my credit was bad (credit score is a B) but because it shows I was at default!!!
I called Cox today when I found out I am denied for loan because credit report shows I was turned into collections and they were all happy to say my balance is zero and all could do is charge me $5 for a reprint of my zero balance statement that I never received in first place. I told her they were supposed to correct and make their wrongs right to credit agency which they never did. Now I'm paying for it!! They put it all on me and it was THEIR mistake all along. Are they hurting to buy a home, a car, etc. No. They could care less. I asked for a simple letter signed by Cox that I could turn in to my loan officer to show I AM in good standing, reply was no Cox doesn't write letters. I would have to show my zero statement. Well that's not good enough. I want that OFF my credit rating record. I wish I could slap a lawsuit on them for all this hardship me and my family are going through bc of them! I will tell everyone I know about this. To stay away from Cox.
Cox is switching to all-digital in our area. One of TVs needed their Mini Box to complete this transition. I tried to do this online, but their webpage eventually said I need to call a service number. That person assured me I could get the box quickly by going to their local store, even though I explained the cable account is in my wife's name. After a 1 hour wait at the store, they decided they wouldn't give me a box because my name was not on the account, even though I showed a driver's license with that address. To top it off, they had cut off our cable and it can't be reset until my wife calls them. Net result - three different types of interaction, none of them satisfactory, didn't solve my problem and actually made it worse. Cox is a disaster - always has been in my experience.
I have been a Cox Communications customer for over 8 years and for the last 3 years their internet has been terrible and the cost has tripled! I work from home (Irvine, CA) pay $80/month for their premium Internet and it crashes several times a day, every day. I have to reset my Cox combination modem/router every day or two just to function. I can't continue to pay almost $100/month with taxes for a service I can't even rely on. This is not only frustrating on a personal level. It's impacting my job. Cox has offered no resolution after years of having the same problem. They need to be held accountable for their poor service.
Long story short, I recently went to the westside Cox store here in Wichita to request a transfer of internet services to a new address and was told by the manager (?) that I HAD to have a tech appointment to set up the new connection. Nonsense. I connected with a simple self-registration screen and even the tech who showed up with an "installation order" said I could have done it by myself. Lo and behold, I get a big fat bill today charging me $50 for "installation fees" when there was NO INSTALLATION of any kind done. On top of that, I find that Cox has switched me from a low-cost plan to a very expensive one without so much as a word or notification of any kind.
So of course I called Cox, hung "on hold" forever, finally reaching a pretty decent rep in accounting who set me up for a disconnection as of tomorrow and a recalculated bill. Possibly even may get out of excessive charges due to the "grace period" extended new accounts; I'd jolly well expect so. Unscrupulous and greedy, untrustworthy, a company I will NEVER do business with again. Shame on them and their ilk.
I paid my bill at 07/01/2016 @ 2:25 a.m. and my internet is still not up 10 mins later. It was past due, but only because they failed to save my new card information. AGAIN. So here I am late night paying my bill and no internet because according to support "they don't have a rejected, pending or approved payment statement" even though I just called back the operated billing system and it says I just paid it. So the machine is telling them it's PAID but the computer screen in front of them says nothing at all. Billing department doesn't open till 8. 2 supervisors and a support technician cannot solve my problem. Wow. 34 mins into a call and they want a callback # from me. For what?
You couldn't help me in 1 hour of running around so why am I going to wait around like a fool for a call that might not even get returned. I'll wait for the billing department to open because these clowns in internet support are sorry. Cox is a sorry excuse for a company and I wish I never had made a deal with them. This is just 1 of many problems I have with them. Every time the most minor thing that I have to call about ends up being a 30+ minute call to fix it. I would rate them half a star when it comes to customer support.
I had been a Cox internet and telephone customer for a long time, even though I was continually disappointed with the poor internet speeds, frequent disruptions and extremely poor customer service from Cox. The problems came to a boil on or around the 10th of June, when I noticed that my telephone service (analog service, which did not require any local power and that had a direct pair of service connection to Cox) was not working and was giving a message to the caller to the effect that "my telephone service has a problem at the service provider." When I called, the representative managed to sell me a inside wiring service contract at $7/month, to help avoid a possible service costs of up to $75, if the problem were found to be in my wiring. She at that time clearly stated that if the problem were at the Cox service end, there would be no service charge.
Eventually a service technician came and diagnosed the problem to be at the Cox analog service equipment and also that they NO LONGER have that service. They instead had to install a digital box (effectively making this an IP phone) to get me telephone service at my curb, and that box (owned by Cox) had to be installed inside my home. They eventually installed inside the garage, and wired outside my home using "indoor cables" that too without securing the wires probably. Needless to say the telephone is still not functional more than two weeks after the installation.
Today I noticed that they have added the wire maintenance fee as well as a technician visit charge of $75, even though the service charge was for a fixing a problem with Cox equipment! On calling them, they were totally non-cooperative, and refused to do anything with the bills. Still waiting for the phone system to work, and get the outside wire replaced with outdoor cables. I had very poor experience with my internet also, and now I think it is time to look at alternatives for Cox internet and telephone services, and also dispute the excess charges to consumer authorities.
BEWARE! In addition to very slow speeds, long waiting and endless pop-ups, I most despise COX's censorship of my email incoming AND outgoing. Almost all email that I receive that includes religious or conservative views is either spammed or deleted. HOW DARE THEY???!!! FINDING A NEW PROVIDER.
ConsumerAffairs Research Team
The ConsumerAffairs Research Team believes everyone deserves to make smart decisions. We aim to provide readers with the most up-to-date information available about today's consumer products and services.
Among the largest ISPs in the United States, Cox covers 18 states, with its primary coverage areas in Arizona, California, Nevada and Virginia. Cox is one of the longest-operating ISPs, having started operation in 1996. It often wins PC Magazine's Reader's Choice Awards for its high-speed service.
- Advanced tech: The smaller coverage area means Cox can devote more resources to speed for its customers. It is introducing 1 gigabit-per-second speeds in many markets by the end of 2016.
- Rapid growth: Cox is aggressively trying to enter new markets in Arizona, California and Nevada while rolling out Gigabit service and expand its coverage area.
- Bundle designer: Instead of a limited number of bundles to choose from, Cox allows customers to create the ideal Internet, TV and phone bundle for their needs.
- Some services are free: There are no initial setup fees with Cox, and it offers free cloud storage services that vary based on the selected package.
- Best for Consumers in the 18 selected states who want the fastest Internet service for high data usage.
Compare Internet Service Providers
Cox Internet Company Profile
- Company Name:
- Year Founded:
- 1400 Lake Hearn Drive
- Postal Code:
- United States