Customer Service Scoreboard
I just upgraded from Contour 1 to Contour 2. The new remote is absolutely horrible. Not at all intuitive, far too many buttons, and takes several steps to perform the same function that previously took one step. The overall design is confusing and cheaply made. For nearly $300 a month, I am very disappointed.
I have been a Cox customer for over 3 years, in that time, Cox has outright lied to me and cheated me out of extra money on multiple occasions. If I had ANY other option for high-speed internet in my area, I absolutely would cancel Cox immediately. Their business practices are unethical and their customer service policies are entirely dishonest. Recently, Cox told me they'd be upgrading my speed *at no additional cost* and sent an email confirming it. I did not request a speed upgrade, they offered it. I accepted because they told me it was a free upgrade for being a loyal customer. An outright lie. The next bill cycle my total DOUBLED. When I chatted with customer support to reverse the changes (long before the bill was due), I was told I could no longer go back to my original service and price I've had for the past 3 years. Even when downgrading my speed, I'm being charged nearly $20 more per month than my original bill. I never received any notification of the price increase before they attempted to bill me for it. With every other service provider I pay, they send notifications such as this to increase transparency for their customers. Cox is shady and unethical so they lie to customers to steal their money.
Now it shows there's an update and an outage after trying 2 hours with customer support and calling!!!! Would have been nice to know before trying to contact you and get no where and calling and getting no where!!!! Worst customer service ever! AT&T has better customer support and service!!! If I could go back I would but unfortunately I don't get their services anymore. Worst customer support! Worst service! Worst prices!
Last time you sent a technician to my house the poor guy climbed up to the line, couldn't find nothing wrong. Then Cox called him and said there was an outage! I waited two days and then he climbs up there and there was an outage on your end the whole time. And you charged a tech fee! Then I wasn't prorated for not having any service for days! If I had an option I would go elsewhere but I don't!!!!!
Trying to sign up for new Cox service. A new high speed internet acct. which is pure profit for a cable company unlike tv service which is mostly franchise fees. My service drop was taken down by a weather event. No big deal I am sure they have a storm response team. WRONG, Cox schedules an "all day" appointment. The down side is if the tech gets to the end of the day they and they can't make it to your house, Cox just just moves your appointment, of course they don't tell you, they just move it. I had that happen for 4 days in a row. I was lied to by both the chat line and the phone reps, chat rep states they noted my acct, meanwhile I am in the phone asking the phone rep to repeat back the notes to me from the chat rep. Shocker, she cannot see notes. I press the phone rep for a time frame for my appointment and she says 11-1. That is not a known appointment window for cox. But I ask the chat rep for the same time frame I was just given and he cannot see them. I called back again and got (Audry), I explained that I need a technician to hang a line to my house so I can activate new service. No joke 20 min job. I was given the all day appt window. I explained that Cox has told me that for several days, I suggest that she calls the on call technician, Audry states they do not have on call techs, I ask Audry what happens if a car hits a pole overnight who do you call? She states that that also gets an all day appt. I asked it they could just drop 150' of RG-6 by my house and I will just take care of it. Audrey's response was "well, if you think you can, go ahead" I then explain to Audry that her cavalier attitude was a bit concerning. She thanked me for my call and hung up. I have spent years in the cable industry and up until today I thought I had seen it all. But Cox has shown me just how incompetent they really are. There is seemingly no restoration plan for Tulsa which is just sad, pick a plant restoration and a service restoration response team. Follow the power companies outage map. When and area gets power back go hit it, hard. Hire additional contract support. Restore and retain your existing customers. Help gain more new business by handling your infrastructure. If anyone doubts this review leave a comment. I have 4 days of screen shots of all the misinformation. If anyone at Cox wants to become a professional cable technician. Feel free to reach out to me. I will help you out and show you how to become a utility and not a joke of a cable company.
Horrible service from support. Messaged, dropped twice after spending 30 min waiting for help. I was then given a link to do the pause service myself, which had taken me 30 minutes to get from two reps. The website said $12.99 and it was actually $9.99. I tried to click the link the rep gave me, I included my email, and kept getting "email needs to be included." I was looking right at it. Do not use Cox support service. It is rude, poorly trained, and the website is horrible.
I don't know who can help because everyone I talk to tells me that I've reach the right person. However, I have called 7 times in regards to transferring my service, and I still do not have a resolution. I feel misled and misinformed. My internet was disconnected on me too early. Not once was I asked when do you want your Internet disconnected from your current location nor was I informed of when a disconnection would take place at my current location. I partially work from home. I need Internet and I am currently without. No one can reinstate it without creating a new account, which would result in a new bill, and I find that unfair because I already paid for my Internet for the month of May, and your company turned it off on me without me agreeing to a specific disconnect date. Your records show that I chose May 22nd as my disconnect date. I did not agree to this in any way, shape, or form. I was unaware of any disconnect date, therefore I was under the impression that it would disconnect the day I had my installation for my service transfer scheduled. Now, I am going to have to call again, tomorrow, to another department because I was informed that they cannot transfer phone calls to managers (how convenient). I did not create this order by myself online. I was assisted by a representative who never informed me when my Internet would be disconnected. Also, the Internet package I wanted, showcased an online price of $60 (originally $90)when I informed the representative about the Internet package I wanted and the pricing I saw, they proceeded to tell me I don't have access to Internet pricing. I still went with the package that I wanted and it ended up being $105 all said and done. They made sure to let me know about $100 installation fee associated with my transfer. It seems like no one has any issues charging fees, but helping a customer out is like pulling teeth! I never once argued pricing or anything, I was happy with what I was getting, but now I am the most frustrated customer because no one seems to know what they are doing. I should not be penalized for the incompetency of other individuals. Your company has now impacted my job. I NEED this fixed. Very ill-timed.
I spoke with a Cox representative 5/19/23 trying to lower my monthly bill of $98.80.The representative gave me a $4 discount.It was stated there would be no change in the channels I receive.I pay for 3 boxes The 2 bedroom boxes lost 4 channels each.When I called 5/19/23 ,I was told it would cost me $145 for what I originally had.i completely cancelled my entire cable.Cox leaves a person unable to even make a complaint.Cox is unethical.
Worst Company on the Planet! We have a blog of 16,000 views and growing. Most of South Orange County California experiencing the same 16 days straight of Service Outages. Service outages 1 am through 5-6 am daily Service Outages and for the last 3 days straight 100% outages. No WiFi, No internet connection even when your computer is plugged directly into their equipment. Negligent Misrepresentation. It is the law for Companies to paint a true picture to Consumers. Their Panoramic WiFi advertisements state that they provide wal to wall panoramic service throughout your home. There is no WiFi 4.5 feet away from their equipment. Other neighbors recommend joining them in changing service providers to Starlink, Att, Verizon, anything but COX. They know this is causing us extreme problems and should have come to repair by 8:00 today, instead I have to wait for a maybe Thursday appointment. Run don't walk away from COX.
Do not believe anything they tell you in the store. It will not be true once you get your bill. Told one price for my service which was acceptable so canceled my current service. Received an email confirming my price. Bill came and (wait for it) it was different and of course a higher price. I had a prorate since I just switched but that fiasco is another problem with the bill. Store could not even explain it. Another problem is coverage of their "panoramic" device which that have large posters claiming coverage everywhere. Well it drops signal from one side of the house to the other on the same floor (about 40 feet away). So don't believe that either.
The absolute worst part of movimg is having to deal with Cox Communications. Their employees could care less about your individual services or issues. They are like most government employess and just putting in their time.
On multiple phone calls with their service support, I have been transferred to other extensions not less that 4 times and some as many as 8 times until I reach an employee who feels confident enough to help and then find that even that person does not do incorrectly.
Frustrating as hell. I wish there was a way to bring something like a class action lawsuit against the company for how they treat with incompatence their customers. I despise dealing with Cox.
I have been with this company since 2019. Their prices have always been outrages but I stayed loyal. I recently moved to a new address and long story short, the representative and I made an agreement. Well, my second bill comes around and it I notice it is more than double the agreed price. I contact them and after speaking to 5 different online representatives and getting kicked out of the chat, they refused to honor their previous agreement. Then, when I requested to cancel, they demanded I paid an early termination fee. It is extremely disappointing that this company has no integrity or loyalty to those who have been loyal to them. I'd rather be without internet at this point. Stay away from this company!!!
I would like to give kudos to an employee, Blake badge number 63701. He came out yesterday to check out my cox phone service. He was professional, and courteous. He realized something was not hooked up right and worked to fix it. Blake also noticed my neighbors line had not been covered, ( it has been laying above ground since august) he called in to have that issue fixed. I hope there are more employees like him. He deserve a medal for his professionalism.
I had Elsa out installing TV and internet for me today. She did a awesome job! My house is old and it's not easy doing things like what had to be done. She got the job done in a very professional manner and got everything going after doing a LOT to get it there. Thanks Elsa for the hard work!
We had a great tech come out to our house...spent a lot of time.. double-checked things...\went a extra -make to make sure all was "a go" and did prevention work. Also the customer service lady on the Cox call line was friendly, patient and knowledgable.
We live in Fort Smith, Ark and the Tech worked from the office here.
LaCara, I think this is her name, was wonderful. I was trying to pay my bill and was having a hard time with the Vanilla gift card. She was so patient and helped me with every step of the way. She was so polite and so kind. After a short while, everything worked out. She was wonderful.
My name is Carole G.I am a Cox customer. I would like to extend much appreciation to a COX Customer Service Rep ( IT Support- Daniel S ) It was 11:40 at night, I was disconnected from my internet and I did not know what to do. I felt lost. I was able to connect with a It Support rather quickly on the chat. I was completely amazed at the knowledge and patience that Daniel S the COX IT Support extended to me. He helped navigate me through every step, being considerate and understanding to my concerns. Thank You COX for great service and to you Daniel S for making my night with you help. God bless you.
I think this is a time for Cox to step forward and do its part during this difficult time. It would be so nice if they would offer free movies (channel 01?) for a period of time. People are sheltering in place, and this would be a very positive gesture for them to make for our country and for their customers right now. We're not asking them to send their sons and daughters to war... just step up and do their part with what they have to offer their communities -- which would be free entertainment for their customers who are stuck at home.
After being juggled back and forth for ten days, we were so fortunate to have Cox tech come to our rescue. We had a signal but no Wi-fi or cable to our new apartment, brand new smart tv for christmas and could not watch it!! Stephen, could not figure out the issue either instead of band-aiding problem he went beyond and drilled into wall to find wiring had been tampered with. Went to control box (outside) and found it had been broken into..was dented and could see forced entry. Sure enough "someone" had unhooked our cable and stole it for themselves. Problem solved...this really should be reported as it is criminal to steal like that. We were thankful he went above and beyond to find the culprit.
Many thanks and kudos to this great employee.
Madison Maietta
I am very satisfied with Cox. I see many complaints from Arizona. When calling Customer Service, it depends on who you speak to. I have had some hang up on me, when I have said fix the problem. When they hang up on me I call back until I find a person willing to assist me with mutual respect. Problems solved.
I am very disappointed with your technician that came to my home 5325 E Tropicana. Apt 1120. Incoherent wearing shades tried to communicate with him very little understanding how to talk with me as customer. Now I am in your solution store no booths inside for private conversations. 2016 you represent the new century. Come on. Thanks to Mr Miquel Santana solution specialist will be the one who gets a good rating of approval. Thanks Mr Santana.
My aunt has Cox and she keeps saying her bill goes up every month. It turned out she never paid the full amount and remaining balance was rolled over to the next month. I'm sorry to say but it's not always the company's fault. Customers have to take some responsibility especially when they jump the gun and call in cursing & yelling to find out they were looking at their bill wrong or check bounced. Customer's are NOT always right and it's a shame they act the same way backing their company towards customers.
I just talked to a customer care person @ Cox her name is Valene she works in Omaha never before have I had such service from cox which I really don't have a high opinion about , but she is a total rock star patient & very helpful I just knew I had to give her props. Great job for hiring Valene in your Omaha store. Keep her she is a total jewel for your future
Nothing but problems with the mini box intrusion-UNTIL-I changed out ALL of the old cable at our home.Cox ran in a new line in for internet service but NOTHING worked right until I REPLACED all of the old cable in the house.PRESTO -Everything works perfectly!!! When I talked to the reps they did say to check your connections,and just looking at them doesn't cut it! I still think cox has become greedy charging for every TV in your house. They been wanting to do just that for a long time and they finally figured out how. Now everything is dependable just like the bill cox sends each month! Change out that old cable people, it worked for me!!! Maybe I should bill cox for all that cable I installed. The reps on the phones are saints. How many times a day do those poor souls have to ask who they have the pleasure of speaking to everyday?That company would be nothing without them,for gods sake stop forcing them to say that corn-E robotic line. they deserve more money!! OK I better stop cause I was just getting started. END
To William (Bill) George
Dear Mr. George,
I would like to compliment one of your employees, Rhea Yoder, for the excellent service she provided me last week. Ms. Yoder helped me with my account. Her professionalism and ability to get the job done far exceeded my expectations. On this past Monday, she followed up with me stating that my request had been completed.
Such a commitment to great customer service is to be commended. Please pass on this note and acknowledge Ms. Yoder's excellent customer service at your next staff meeting.
I normally don't do these kind of things, but I thought I would do it this time because I was very impressed with the service at the 205 N 80th St. location. I'm also doing this because I figured that you probably get more negative reviews than positive, and I was definitely correct. So, my internet abruptly quit working at around 10:30 on Friday night and I went through the usual checking cable and wires in my home and resetting everything and my modem would show that it was online, but would not show any activity. So figured that I would just wait til the morning to see if it worked due to problem resolutions outside my home. I had no such luck. I called the Tech Support help line in the morning and they basically had me check and do the same things that I already did, but that helped me as well because they were monitoring my connection while I was performing the steps in attempting to resolve the issue. She informed several times that she was seeing that I had I high signal. She told me that the only other thing she could do was to schedule for a service tech to come out and take a look at my setup, the unfortunate part of that was that it wasn't going to be until Tuesday morning. I was kind of hoping to get my internet back this weekend. So, using the information that I knew about the connection to my home, I decided to go the store to see about purchasing a new modem. When I got there I was envisioning having to take a number and be waiting for some time. That was not case... From before even stepping foot in the store I was impressed with the service. While walking up to the door, the door was opened for me by the representative named Ashley. She promptly asked me what I was visiting the store to inquire about. She was able to pull up the information to the account very quickly and told me that this problem very well could be that the modem i was using is out of date, which is what I suspected. Ashley retrieved the new modem and sold the modem instantly. All in all the visit was about 10 minutes at the most. I got back home, plugged in the new, up to date modem and BAM, everything worked perfectly. Again, thank you for the great service!
I was trying to change our call forwarding from AZ to CO and every time I entered*72 I got a busy signal. So, I tried and tried to reach a live person at Cox. Finally I found the following number recommended online: . My wait time was less than a minute and the people who helped me were fabulous! Turns out I had not stopped the call forwarding from CO to AZ so the Cox people could not ring through to test it. Bless their hearts, they kept trying and finally reached me after I had turned the current one off. I have nothing but praise to offer, and if I knew their names, I would certainly give kudos to each one!
I just wanted to say how impressed I am at my day staff I was awake since three.trying to get some in to help I kept hearing they be down here soon but it wasn't until the morning charge nurse and my nurse made my day by calming me and reassuring there doing ever thing they can all I needed was for someone to come in every so often n say hey were still working on th st so thank you robin Tara and to the person writing back on fb
I used to work for them. Was a good company until corporate headquarters took over. I was able to work with customers looking to save money and get a better bundle. That changed when corporate took over meaning that any discounts given to a customer impacted our paychecks. So giving a 30 dollar discount meant 30 dollars came out of my paycheck directly. There were many customer call backs because reps decided how much they wanted to discount and were pushed to upsell customer looking to lower bills and then give a discount when customer resisted. Made for a very long day of dealing with understandably irate customers call after call. The renewal letter mailed to customers mention cash back provided they pay double each month to get a pittance of a monthly bill credit. I didn't agree with this ever changing work environment that caused 1/3 of my department to go on stress leave. It's sad when my co-workers and I compared which anti-anxiety drug worked best. Everyday a new policy would come up or there would be a billing error, or some glitch that caused more customer callbacks. Its become quantity of calls handled rather than quality. It bothered me that I couldn't save long term(30+ yr) customers from cancelling. I was let go because I couldn't live with myself knowing I was ripping people off. Now I am a customer and getting ripped off! Switch when you can to someone else from not your friend in the digital age. I miss my co-workers the most.
I’ve been a subscriber of DISH Network for years (I’m even employed by them now) and customer service is one of the most important issues in my opinion when choosing a TV provider. Issues are bound to come up at some point or another with any provider it’s how they’re dealt with that truly makes the difference. I can tell you that DISH has made huge strides in their ongoing efforts to improve. It shows too, DISH was ranked number one in overall customer satisfaction in the last ACSI survey; couple that with lower prices and more options than Cox and it’s an easy choice for me, I would certainly recommend them to anyone who may be looking for a new TV service provider.
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