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Cox

Customer Service Ratings and Comments

Cox is ranked #129 out of the 301 companies that have a CustomerServiceScoreboard.com rating with an overall score of 40.72 out of a possible 200. This score rates Cox customer service and customer support as Disappointing.

NEGATIVE Comments

38 Negative Comments out of 42 Total Comments is 90.48%.

POSITIVE Comments

4 Positive Comments out of 42 Total Comments is 9.52%.

Issue Resolution

Reachability

Cancellation

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Product Knowledge

Disappointing Overall Customer Service Rating
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  • we needed a cable card for our new TIVO. I went to the store and they informed me that someone has to come out to put the card into my TIVO, (All you have to do is slide it in and the TIVO will read it and walk you through the rest.) It will cost me $39.99 to have someone come out! So fine, I booked the appointment, or so I thought I had. After a week I called them up to find out that neither my appointment had been booked and now it would cost me $49.99 to have some idiot come out to put a card into my TIVO. And I do mean idiot! They came out for initial install and hooked us up to an old analog line for my HDMI.................. Run, run as fast as you can away from this company!

    brdldy1101 8/25/10 5:50PM

  • Yesterday , I call cox after talking to uverse from AT&T about upgrading our tv package . I explained what AT&T offered and the package price AT&T had offered me . The cox rep then started telling me how AT&T runs their company and that the deal the AT&T rep mentioned wasnt a actual deal and I would have to have a dish for their AT&T service . Which AT&T rep told me their new digital service comes through the phone line no dish needed .
    Now the COX rep starts talking about how cable is more reliable than dsl and how cox digital tv may cost (TWICE) as much but the price is well worth it because cox has better everything . So i horse tail around with em and get a full digital package deal everything cox has for $95 a month for 1 yr . I could handle that then cancle as the year is up / They set me up a time and date thursday between 8-10 to arrive . Thursday is here @ 11:45 noon no cox tech has arrived , I called the office "he is on his way any minute " hangs up . wait a half hr call back "your tech has run into comlication on a earlier call he will be late , he will arrive between 1:30 -2:00 .
    I hang up Im flamin mad . phone rings a manager ask for me , tells me he is redoing my appointment for another day and time . ask me when is the best time , I reply When pigs fly and my favorite chicken lays me a golden egg . I hung up on em .
    Phone rings again 10 min later . woman manager on now , Your tech guy has been delayed , I rudely interupt her , (I know he has someone has already called to let me know . she hung up on me ! .

    NOW i am thinking of cancling all their services i have and finding a new service to move too .

    FG 8/20/10 1:32AM

  • worst company ever...they transfer you from line to line expecting you to be happy to tell all 5 people what your problem is! and after speaking to all 5 none of them solved your problem! worst customer service ever.

    pitaj 8/17/10 11:59AM

  • I don't like them. I can view my bill online, but the "due date" is blank. Why? They are offering 6 months of phone service for free, but they don't say what it costs after 6 months. The fine print says you have to subscribe to intraLATA and interLATA Long Distance (whatever that is), but they don't say how much it is. You also have to pay an FCC Access Charge ($4.39) and a Federal Universal Service Fund Fee of 13.6% Any company, service provider or organization that relies on the power of fine print should be avoided. "Honey, we just got our Cox phone bill...$136.28". Don't even get me started on their "bundles"....

    Steve 8/1/10 12:56PM

  • About 8 months ago I was forced (by Cox) to get a business account due to the large volume of emails (group emails) that I send to business clientele. Since the institution of the new account I've had no less than 5 or 6 times where my email service has been shut down....apparently by the "Spam House". I've followed all directions given by the Tech team
    (I'm sure I've spoken to everyone there) and today I'm having the same issues again.
    Supervisor Tracy has sent another (4th or 5 time) message to the Atlanta Email "team" for a quick resolution to todays issue. (Last time this happened it took 5 days to fix the issue). I'm wondering why I was forced to get a business account when Cox is not allowing me to do business ?

    CoxSucks 7/27/10 9:01AM

  • Cox is terrible and getting worse. They keep raising rates and give lousy customer service.

    hates cox 7/26/10 6:23PM

  • Cox Cable advertises internet connections speeds that are fictional and rarely attainable. They have horrible customer service representatives who ask you outlandish things to divert any possible indications that the ACTUAL PROBLEM IS WITH THEIR POOR INTERNET CONNECTION SPEED.

    Anonymous 7/20/10 11:54PM

  • I am extremely disappointed in Cox. I have been receiving the National Geographic Channel for several years and suddenly it is going to cost me $15.90 more. I argued about this in May and was told that the service was restated. Now, again, I am informed that I must pay to receive this program. I already have everything (internet,phone,tv/HD upgrade++++). I did NOT receive any notice regarding this price change. I really am quite angry and definitely will be looking into some other options.

    Anonymous 7/19/10 4:01PM

  • Cox cable internet’s wonderful service:

    1. I Called Cox to report slow internet and disconnect problems.
    2. They could not resolve the problem from instructions over the phone so they sent a tech guy out to my home.
    3. Tech guy shows up and determine that the problem is out in the street so he put a work order in and said that it should be fixed in about 2 days. He said he would call me on my cell phone when he finds out something.
    4. A week later and still no call from the tech guy so I called Cox again.
    5. They sent another tech guy out. He spent over 2 hour at my house. Took my modem to the box out in the large metal box (by the street) which is only next door and I ran an extension cord so he could have power. He hooked my modem directly to it. He determined that it was not my modem and it is this box by the street.
    6. He put a work order in and said that it should be fixed in a couple of days.
    7. A week later and I still have slow internet and disconnects. It is so slow that you can not even open any browser search pages. Sometime I can surf the internet but at dial up modem speeds.
    8. My wife called Cox and demanded to talk to a manager. He looked on the computer and he told her that the work order is still open. After this talk, the manager said that he would call her back on her cell phone before the office closed and let her know what he found out.
    9. The manager never called back.
    10. The next day she called Cox and got another branch demanded to talk to a manager there. This manager also looked on the computer and he told her that the work order is still open. After this talk, the manager said that he would call her back on her cell phone before the office closed and let her know what he found out.
    11. The manager never called back.
    12. It is now the weekend and my wife said she is going to go over to Cox on Monday and talk to a manager in person.

    Kabby 7/17/10 12:21PM

  • I've had problems as well with Cox service, but perhaps you dinosaurs should understand that no one has the power to automatically fix your problems magically. You're also morons for not keeping an open mind. People always want to blame their service provider and OH MY GOD, IT'S NEVER YOUR ROUTER! if you can't afford the bill, get a better job. stop complaining about it though. I don't support Cox or anything, and like I said i've had problems too, but get over yourselves.

    Anonymous 6/7/10 2:51PM

  • I live in Phoenix, AZ and have Cox limited high speed. It is a great deal if it were actually reliable. My connectivity is constantly going in and out. This has been going on for many months. I have called Cox over and over and been put on hold, transferred around and never received any type of diagnosis or helpful information. No wonder so many others are complaining about their service. I still hope to get this resolved but if not, I will be switching to Qwest.

    Anonymous 6/5/10 2:54PM

  • my net is up down up down up down and fast slow fast off slow slower off fast what the hell. but they get paid on time n i tell them the problem is going on for past YEAR and they said why didnt I call in more... Well once a month is enuf, jeez u want me to call in daily! Rains = internet to a crawl. Im in Northern Va where Cox used to be Media General Cable... They were smart to sell... from one of the tech he explained to me the whole cable system is like a leaky hose but hundereds of miles long and they cant afford to fix it.

    Well I cant afford to pay for service that doesnt work and the REPS are RUDE and if not RUDE they are STUPID. Im surprised if most of them have a GED.

    They cant do much after you have a connectivity problem unless you have backup units to test. I love how they want to go DIRECTLY to blaming problems on my equipment but I explain to them Im CNA, MSCE+, A+ & Network+ and used to work as a field tech when I was a KID. Then they're like oh... we can send a tech out... what they need to do is fix their (insert expletive here) network.

    I can get up to 32mbit down when its dry out on a modem thats maxes out at 35.

    Yup Cox SUCKS, their Customer service is ANGRY at best.

    cyberlvr 5/17/10 4:02PM

  • 5/4/10 I called because after my husband re-set my password I was still not able to log on, neither the webpage gave me the option to enter the temporary pass and enter a new one. I talked to Mike to help me and after goig back and fourth, I mentioned to him that is not working for me. he said, "there is no other way maam" I said, "there's got to be a way to reset my pass, and he said again, no maam the only way to re-set your pass is the way you're doing it which online. I said I need to know if I'm even on the correct page to change the pass. He hesitates to help me and does not offer suggestions or volunteers any helpful hints. I became very fraustrated and asked to speak to the manager, he hesitated so I tried again to give him a chance to help but after 3 tries he still gave me the run around. I asked for the manager for the 3rd time and he asked me, " what are you going to say that I didn't help with? "well let see if I can even grab one." I got the impression that he did not want to connect me to a manager or help me at all. Ms. Tiffany came to the phone and introduced herself as the manager and his supervisor. She also mentioned there was no outside the store customer service phone number or a department to file a complaint, that everything was internal and basically she was going to take action right after we hung up the phone. I discussed with her that after my husband re-set my password, I still couldn't log on, that the instructions Mike and she gave me were not working for me. At the end I asked could the problem be that i have been locked out because I tried to log on typing the incorrect pass? Then I decided to wait 30 min like the red sign said on my screen. I told Tiffany that Mike was very unprofessional and no help at all because he would not sugggest any way to re-set my pass other than online. Why do you have a customer service if you cannot help your customer on the phone? I think that you're rated is already very low and is not looking too good for your company, but I can see why. I believe that your company needs to hire people with effective customer service training. Mike sure needs to either get terminated or trained in the customer service department. I'm already thinking of switching my business elsewhere because there are other companies that offer cheaper rates in the same service package I have with you, which is; telephone, and high speed internet.

    rosasalazar44 5/4/10 10:53AM

  • My wife, two month old baby, and I moved into our new home this weekend. We called Cox to arrange for the installation of our cable service, and were given an installation window of 3-5PM. 5 PM arrived, and nobody had shown up. My wife called, and was told by the representative that the technician was on his way to our house, and should be there in a few minutes. He even went so far as to say that he was "tracking" him and assured her that he was driving to our house. So we said okay and waited a bit more, since it was only a few minutes past the estimate. Only we waited, and waited, and waited. Fast forward and it's now about 7:30 PM. We blew past the baby's bath time. We didn't go out to pick up dinner. We didn't run to the stores and do the errands we needed to with the move. I called the customer service number and got a voice mail greeting saying Cox's offices were now closed, and to call tomorrow, so we decided to finally go out. We took the baby to my mother's, so that she could get to bed and we could finally run the errands we put off for the last 4.5 hours. When leaving, we saw a van pulling to our house. It was almost comedic. We made a U-turn and went back to the house, just happy for the eventual installation. Here's where I get angry. The technician, while installing the cable, told us that the representative at Cox LIED to my wife. There was no tracking, the rep had never spoken with the tech, and the tech didn't tell him he was on his way to our house. In fact, he didn't call dispatch until after 6PM, well after my wife's call. I was incredibly disappointed to hear that we were lied to, and wasted all of our evening based on such disrespect and disregard. So the weekend passed and I called today, to alert customer service of the fact that representatives are making things up and completely lying to- not misleading, but telling blatant untruths- customers. Perhaps to no surprise, the "supervisor" who spoke to me was completely apathetic to the story. He treated me as if I was asking for a handout (which I was not... at no point did I ask for anything other than respect and an apology), and then with the most ridiculously condescending tone explained how "if you divide your bill by 30 you get like $4 a day and the $20 credit we're offering you is much more". I'm an MBA- I can divide. I also spent about six years in undergraduate and graduate business schools learning that it's sometimes good practice for an organization to not treat its customers like pieces of crap to be taken advantage of and wholly disregarded. It's maddening how he didn't get it, and fought to convince me I was being irrational because I was complaining about having my moving day destroyed like this and my wife being lied to. Oh, and the proverbial cherry on top: the installation was messed up, and our upstairs cable didn't work. Had to have it fixed the next day.

    If you can, just get FIOS. I don't even trust Cox to disconnect my service without hosing it up or being dishonest with the transaction.

    i got a rock 4/27/10 6:02PM

  • I had a cox digital box 3 years ago. two years ago they came to my house and picked it up. last year they tried to charge me 200 because they say i never gave it back. once they fund the equipment they took it off my bill now that I have canceled cox they say I still have the box. COX SUCKS!!!!!!!!!!

    Frustrated 4/27/10 9:46AM

  • i think cox should put big black ears on all there buildings so they can be micky mouse otfit they act like

    stuckat23 4/24/10 9:19AM

  • I had may cable turned off FOUR times in two months because they could not locate a payment I made over the telephone. I faxed proof of the payment (copy of bank statement) and still they continued to turn off the service. Each time I resent the information and the representative would apologize. There was no comfort or resolution in the apology as it continued to be turned off with no resolution of the problem in site.

    Anonymous 4/20/10 10:02AM

  • i have problems with their internet, digital cable tv and their service over all. My TV freezes all the time, internet breaks up. Their technical support guy was late 3.5 hrs to the appointment. what a nightmare!!!!

    gettingnewcabel 4/19/10 8:39PM

  • Cox Sucks!

    Your friend in the digital age will bend you over on the monthly bill, every time you call for help, on the quality of the broadcast and they wont call you in the morning...

    bent over 4/15/10 7:10PM

  • I was told 4 weeks ago when a rep came out and put a new cable in that it would be buried in one week. When I called in to check after a week I was told that it not not been submitted by the person who did the work and it would be done on 25th of this month. I call on the 25th to make sure they were coming and they said no problem. No one showed up on 25th so I called on Monday 29th and they assured me someone would call me right back. Now it is Tuesday and still no one has called to make arrangments to get my cable burried. I am fed up with this acctivity. Where is "Cox is your friend" slogan and who is running the show are my questions.

    Page 3/30/10 1:05PM

  • ATT, please get faster internet service in my area. i'm tired of dealing w/ cox

    Anonymous 11/18/09 8:50AM

  • ive been sitting here waiting for my tv to stop freezing and messing up the sound. its not the tv cause with the other service we had it worked fine, its cox's crappy service. been almost an hour, mabey another for good tv.

    POed customer 11/14/09 10:18AM

  • Cox Cable SUCKS!! I am in process of circulating petitions in our large apartment complex to OUST COX for good! Verizon Fios is now available here. No cable service since 7:30 p.m. today; no customer service available on line or by telephone. Their picture quality sucks as well -- lots of pixellation and frozen screens! Cox can go to hell! I'm cancelling first thing tomorrow!

    pipeplayer 11/4/09 7:29PM

  • Cox Cable is unreliable and needs a new shot in the arm on how to contain customer loyalty.
    If you are having a northern VA outage and you are currently in that outage instead of having every customer try to reach you with outluck. Why wouldn't Cox send out an email blast to all their customers or text to say
    "We know we have a problem and we are working on it and we will tell you in the NEXT communication when it is fixed" Amazing how communication would help!!!!
    Get into our century COX.

    NoVA 11/4/09 5:00PM

  • Ridiculous prices with the worst customer service ever. Was at a store today and the have actually adopted the same hated numbering system than the DVM... lol B23... C44 etc.

    Half hour and I left, wasnt about to put up with it...

    Anonim 10/21/09 5:35PM

  • Terrible internet, went through robot tech then was transferred to live person who became very rude when we tried to explain that we had tried all of the disconnecting etc and were HUNG UP ON after her being terribly rude. called back and have been on hold, transferred, put on with someone in mid-west who then had to transfer us to northeast as we live in NE now on hold again. The customer service has been horrendous all I ask is that the person listen to everything we have tried.

    Anonymous 10/7/09 4:47PM

  • im on hold... im waiting... listening to crappy music... oh and the lady just told me that i have the Arizona cox and i need OC and now i have to call them FML

    Anonymous 10/2/09 6:19PM

  • Yep, I hate cox too! Im on hold with them currently...and probably will be for a very long time! They are very expensive and rude as well.

    Anonymous 9/27/09 12:26PM

  • Ok, so the internet hookup was working fine for a couple years, and ten it suddenly stopped working. The first cox person we called walked us through a "reconfiguration", ie. removing the ethernet cable from the modem to the router and plugging it into the computer. We got internet, but only on one computer. They are unwilling to help, and are always pushing the responsibility onto us, although we a re paying 160$$ a month without a land line for only internet and tv, with no HD channels, and a modest internet download speed. They told us to go call the router company, cable company, HP, DEll, Microsoft, etc. What a joke. This is basic service, our router configuaration was working before. I switched to verizon Fios bundle, which reportedly has better service, but even better, supply their own router, which they are liable for.

    default user id 9/5/09 7:24AM

  • I hate cox. Its' way to expensive and for a crappy service. I always have problems with my cable, and whenever i try to call about it, it takes forever for them to fix it.

    Anonymous 9/1/09 1:02PM

  • Utter crap, my three page writeup of the nightmare I've been dealing with will soon be posted to the Consumerist.

    ... 8/5/09 12:58PM

  • Yeah cox sucks! cant wait till my contract ends. Have a wireless router the stupid thing is f upd I call cox they dont want to deal with so I have to call the router company they cant do any thing cuz its cox's router according to serial number also box is for windows xp I have Vista always have with cox.Cox wont replace box cuz they say theres no proof I purchased but I payed $150 f $s 4 it! My reciept is checked but no price. My bill is always jacked every month shut off my service 4 frickin times at 10:30 PM (I DID PAY)and cant get hold of no one cuz all numbers they gave close at 8 PM.There record keeping sucks and they never know i payed em. Phone crashes every time it rains. Finally fixed after waitin 5 times for service guys to show up!My internet crashes every 20 minutes! I called and was nice, but got no help. the rep hung up on me instead of trying to fix my problem!

    Riverstick 7/7/09 11:23AM

  • hello just wated to say i was atyou cox office in west point today abd i find one woman over ther to be rude . she seem to take her job for granted she not ppl person so why she dealing with ppl i don;t know but i cant tell you she needs to lear some matters. looks to be very unhappy woman way she talks to your customers . now i said that you can count on me getting rid cox i will not be treated that way by anyone and i allsowill post this on internet ty rude ppl in west point office

    altrego 6/29/09 7:57AM

  • I have never dealt with a company so uneqipped to handle the service in which they charge too much for. There customer service is horrible, disconnected twice by a supervisor. When I told then I was sick of paying for service that did not work, I was told they would send me new cable boxes at my expense?

    Sonya Sell 4/6/09 3:37PM

  • Actually, not so good. I have called and emailed several times in the last 2.5 weeks with a technical issue, a cutomer retention sissue and to look in to adding my phone to the current services.

    I HAVE RECEIVED NOT A PEEP FROM COX!

    johndan 2/6/09 1:33PM

  • My cable cord clip on the plastic connestor broke. I haven't done anything to cause this that I can determine.Why shouldn't cox replace it. I certainly pay enough for cox TV, Telephone service, and internet service. They installed it. I can't drive (too old) and I am not near a bus. Then there is the added problem of only having social security as income.Where is the corporate responsibility? Cox certainly made a huge profit last year, even with a recession.

    Anonymous 2/2/09 10:17AM

  • What a joke - I called with connectivity issues and they asked me to call Microsoft and Dell because they did not want to deal with th eissue. But there is another support number for which they charge. I can't believe that basic support isn't free. I am paying for their service but cannot use it. COX is such a rip-off.

    Anonymous 12/1/08 10:28AM

  • cool, someone answered immediately but put me on hold lol.. cox sucks

    landofozz 9/5/08 9:59AM

  • Submit your comment >>
  • My internet was out and they sent a technician immediately!

    Anonymous 7/27/10 11:59AM

  • We recently left COX to go with DirecTV--biggest mistake of our lives. Sales representatives lied to us. Cox has never lied. Cox has given us excellent service. We're now waiting for DirecTV to call us because of a problem that has occurred three days after installation. Service contract with DirecTV? Cox fixes problems for free. We are so sorry we left COX. The problems we had were fixed rapidly.

    Anonymous 1/6/10 12:08PM

  • Hi, I'm a new Cox bundle customer and today we had our 2nd technician come out and I just wanted to mention how professional, polite, knowledgeable and pleasant our experience was his name was Tom Hibbard #691949. He even took the time to adjust one of our T.V's which wasn't part of his task. The previous technician had refused to check out our splitters or said he was unable to do so and this technician had the complete opposite approach. Thanks Cox, so far you get a AAA rating with us. Mercedes

    mercedes 10/26/09 9:22PM

  • one I finally got a live person she responded very well and solved the problem. the phone number and instructions to get a live person do not work....I had to push a button for "new hookup" or whatever, to get a live person.

    bstratford 4/20/09 1:25PM



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