Cox Communications

Review: I got cox on the 15th of September and upon the service being installed my cable and internet was working. On Tuesday September 30th both my cable and internet stopped working; there was no power outage and I checked with a couple of my neighbors they stated their service was working just fine. When I called cox they stated that they wouldn't be able to send a tech representative out to my apartment until Friday October 3rd. I have already paid my bill and I have been without my service for three days. I don't have any where else I can access the internet or watch the news. This is a huge inconvience.Desired Settlement: I feel as though I should be compenstated for all three days I was without service; they should credit my future bill at least $60 dollars. I don't normally complain, but I got the service so that I wouldn't have to rely on going elsewhere to have cable and use the internet.

Business

Response:

We are sorry to hear that our customer experienced issues with their services not working. Once we received this complaint we reviewed the account and saw that we had a technician out today (10/03) that has resolved the customer’s issues.

Review: on Friday 9/19/2014 I placed a service call due to extremely slow internet speed (less than 5Mbps download and .04 Upload) as well as continuously getting disconnected from the Internet. The phone technician indicated the earliest they could get someone out would be Sunday 9/21/14. A third party technician did show up Sunday morning, however was limited in his abilities to repair the problem. He indicated that he would have Cox come out and check what is going on with the line. On Monday morning 9/22/14 I called to indicate I need my service fixed immediately and the phone tech indicated that he could have someone out on Wednesday 9/24/2014. This is completely unacceptable as a service company. As soon as my 2 year contract is finished I will be seeking another media service provider.Desired Settlement: I just want my Internet service fixed correctly!

Business

Response:

We are sorry to hear that our customer experienced issues with slow speeds. After receiving the request we immediately contacted our customer and scheduled to have an expert tech to the home to resolve his issues. We found the issue to be a maintenance issue that we quickly repaired. We have reached out to the customer and confirmed that everything is working as it should and the customer has my direct contact information should he have any additional questions or concerns. We thank our customer for bringing this to our attention, and look forward to many happy years of servicing our customer.

Review: I was sent an unsolicited email from COX COMMUNICATIONS concerning my internet usage; within this email was a link which brought me to a special offer. This special offer stated I would receive a FREE upgrade to the next higher tier of internet speed for FREE FOR THE NEXT 12 months!I attempted to sign up via the internet and was engaged in an online chat which I was then directed to a phone call from a marketing department. No one was able to verify the offer I was sent and was viewing as I spoke to THE COX PEOPLE. I was directed to send the email to [redacted]@cox.com. WHICH I did included; IT INCLUDED the link to the free 12 month offer I spent over an hour on the phone and internet proving to cox that they offered me this special.This [redacted] informed me that they were honoring this offer and within 24 hours COX would install this feature and I would experience the FREE 12 month upgrade to the next higher speed of my internet service.I have since received my cox communications bill which is due in November that reflects an increase. When I telephoned to inquire as to what the increase was for I was informed that NOT ONLY DID I NOT GET THE FREE UPGRADE I WAS TOLD I ALREADY HAD GOTTEN....MY MONTHLY INTERNET COST HAS INCREASED. When questioned what was on my account activity from October 2nd for the time I spent attempting to redeem the FREE OFFER SENT TO ME BY COX--"It was being researched my marketing and I would receive a telephone call" This is a blatant lie!I was told I received the FREE UPGRADE and it was to be installed by COX within 24 hours which was by Oct. 3rd.This is FRAUD and FALSE ADVERTISING! I believe it to be a scam to get me on the phone to SELL me a higher tier of service. As you would expect, cox has retroactively changed the link that once offered the free 12 month upgrade to a 6 month upgrade for an additional $5.00 a month. WHICH I MAY HAVE CONSIDERED IF THEY HAD BEEN THE LEAST BIT HONEST WITH ME.This appears to be illegal .Desired Settlement: I want COX to honor the FREE,COMPLETELY FREE,12 month upgrade to the next higher tier of internet speed,I already had the mid speed,and prove to me that they can be trusted and PROVE the offer was NOT a scam . I DESERVE AN APOLOGY for the lies and HOW I was treated ON the phone and online chat. I was NOT THE ONE NOT TELLING THE TRUTH AS THEY WOULD HAVE ME BELIEVE. I PROVED TO THEM THE OFFER EXISTED AND THEY "FIXED IT" BY REMOVING IT FROM THE LINK RETROACTIVELY.MAKE THE OFFER VALID!

Business

Response:

Review: I gave them 198.50 on the 22nd of november. I have the receipt right here. Their last payment is listed as 24th of october, a payment of 181.56.That's about 200 dollars that have disappeared, and my billing inquiries have been ignored.Desired Settlement: I want the full 198.50 credited to my account.

Business

Response:

Review: Hello,I am a current Cox customer. I have attempted to communicate with Cox via their online email form, but I have not received a response with the 24 hour timeframe having passed.I would like to upgrade my internet service with Cox to Cox Ultimate, but having signed up for service less than five months ago, I will not pay a second installation fee.Cox customer service has stated the fee is required b/c Cox needs to run a dedicated line to my home, but a dedicated line has existed on this residence for many years. Moreover, Cox states they need the professional installer to confirm the infrastructure can support the higher bandwidth, but the installer in February already advised my husband and me that we are ready for the higher package.Thank you, [redacted]Desired Settlement: Allow me to upgrade to Cox Ultimate Internet Service without any installation fee.

Business

Response:

Hello consumer,

Thank you for allowing us to serve you. I agree that we can upgrade your services from the office, however if you do not get the speed upgrade or have any problems that require a technician to visit your home less than 30 days after the upgrade you may be charge for the visit. The charge will only apply if the technicain finds that the problem was caused from the upgrade. I attempt to contact you via phone. Please notify me if you would like to move forward.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I called ###-###-#### on 5/19/2015 and request information relevant to a discount that was promised to me. I advised the representative I was not interested in discussing promotions first. He said, "I AM JUST TRYING TO HELP YOU SAVE MONEY" I told him I'm not interested because at this time I need to know if my previous issue was addressed. First of all, I don't recall being advised of a service charge, rep said someone would look into it and call me back. That didn't happen. But I did receive a call to pay the balance that she told me not to pay while it was being investigated. Because I thought my service was going to be disconnected I paid it. Then Cox had the adascity to charge me a LATE FEE. after 18 years of service with your company I get a rude representative. I never considered changing cable companies but now it may be time to consider a change. If I have this trouble after dedicated years with your company do you think I would consider bundling other services with you. No I will not consider my phone and Internet with cox.Desired Settlement: I want charges for late fees adjusted. I want service charge adjusted. Reason for service charge, I took off from work for my scheduled appointment and the representative told me he was canceling my appointment due to he didn't have another assignment. He finished early with his previous and I wasn't home to accommodate so I had to wait until a manager finished his appointments and accommodate or HONOR your appointment for that day VERY LATE. On-line rep needs to be coached for customer service

Business

Response:

Review: 1) I ordered COX only because this is the only option in New Orleans for high speed internet and cable TV service. I was promised a $200.00 VISA card for signing up.This was in February 2015. To date I have not received anything other than an email response to my phone call that said we'll be back to you shortly. 2) I've been having an issue with the delivery of their product. I've paid for and was supposed to get 100 mps internet speed and I only get 40-41 according to their own speed check. I've also called several time regarding the picture pixilating and the sound going out every 30 seconds or so. Watching TV that I pay for should be enjoyable but so far has been ridiculous. On 2 occasions, the technician they were sending never showed up and the other promised that the issue was on the pole and it would be fix within 72 hours. NOTHING HAS BEEN DONE!! I've paid my bill before the due date each time ($179.00) because I pay my bills on time. I spoke to a manager who in turn decided to hang up on me, for no apparent reason. What is a consumer to do? There is no competition in this area for service so they have taken the COMCAST way of handling things of OH WELL..What are we going to do?Desired Settlement: Fix the issue as well as refund me the dollars I've paid for services that I have not received. I don't think that is an unreasonable request!!

Business

Response:

Review: Since August 2014, I have twice had a Cox technician come to our convent. I have had several phone conversations and several automated services trying to fix my internet connection (specifically to stabilize the line/signal). I had no problems prior to August. Our internet began cutting off at sporadic times, disrupting our work. It began around the time Cox "upgraded" its speeds. Every phone call centered on my modem and router...I finally purchased first (end of August), a new Cox-approved modem ($120.68) when that did not solve the problem...I called back and the tech sent me to a computer company (a company outside of cox, without informing me of what they were doing...I ended up purchasing a $179.99 service to clean my computer from these folks who capitalized on my frustration..I was furious that Cox had given me to an outside company that wasted 45 minutes of my time telling me how they could make my computer faster and fix the internet connection problem...I watched the remote control of my computer and all they did was a cleanup of old files)...this did not solve the problem. In October, I purchased a new router (219.99) and this did not solve the problem. The second tech came and told me that the upgrade of speed that Cox did (sometime in August..the time my troubles started), causes problems with signals and they have to be adjusted. He adjusted something to do with the signal and solved the problem (it had nothing to do with my computer, router or modem!). So the Sisters (yes, nuns!) are out a total of $520.66 for no reason related to the internet signal. Cox knows the signal is the problem and they blame our equipment. To top it off...I paid a 6.99 membership fee so I wouldn't have to pay if they found the problem to be my fault, otherwise it would be a charge of 60+ dollars!Desired Settlement: I think the least Cox owns our Sisters at [redacted] is 7 months of free internet service (our current service is $73.99 a month for internet)..a seven month period of free internet would total the loss of 520.66 we paid unnecessarily in equipment and that faux computer service, of course this would alleviate a two and half months of headache in service! We have been good customers and would appreciate this respect.[redacted], RSM

Business

Response:

Review: Cox New Orleans provided substandard Internet service. Upon canceling package service, and being told that there was zero balance on the account, I reopened the account with only phone service. Suddenly, months later a $392 balance appeared on my new account, plus several hundred dollars in long distance overage charges due to not applying the plan I'd signed up with to my account. To their credit, they did recognize that part of their error in that those charges are being removed. However, upon calling to try to get more information regarding these older charges which were somehow forwarded, I was told that they couldn't find any record of my account based on the account number that I'm able to easily see on my statement, and even given my name. Finally, they checked my telephone number and were able to get some information. At that time I was told that my account was "really messed up" and that they'd need to put me on hold to figure out what the issues were. Finally, they figured out the issue with the long distance overages and said that I'd need to speak with collections regarding the suddenly-appearing balance forward. I asked if they would have ever let me reopen an account that had an outstanding balance, and was told no, that isn't Cox's policy. So, they forwarded me to collections, at which point I was asked by "Will" tech number [redacted] if I would be paying the balance on the account, to which I replied that I wouldn't be paying until I know exactly how much I owe, as the credit from overages would take 4-5 days to appear, and I needed to get the issue of the erroneous forwarded balance resolved. He apparently wasn't paying attention because his response was "so how much will you be paying on the account." I replied, "nothing before I find out how much I owe, I'm obviously not going to more than I owe. What ensued was a completely absurd cyclical conversation about whether it was a "collections" or a "billing" issue. Ultimately, I decided to forgo Will's robotic responses and try billingDesired Settlement: The bogus forwarded balance from the old account needs to be removed/credited. By their own admission, the following is true: The information on my acct is completely "messed up," The balance both at the time I returned the equipment and setup the account was 0 and as per their policy, they never reinstate an acct w an outstanding balance. Agent Kendra (#[redacted]) said that some agents will look for charges from old accts and try to "recover" them on new ones, though they're not supposed to.

Business

Response:

Cox Customer Care

Review: On June 8th, 2015 Cox Communications sent a worker to my house to set up internet. The worker was in my house for about 4 hours. There was one update during that time because my husband called the house after the worker had been there for an hour and half to see why the work was not complete. At around 4pm I was verbally assaulted by the worker sent by Cox Communications in my home with my two children present. This worker accused me of not being able to communicate and having an attitude. He said if I would drop my attitude he might complete the job that day, but then proceeded to not complete the job and leave the mess he made and also left both of my gates open. I have two dogs and live on a busy street. I believe everyone should be aware of what I experienced. It was a stressful situation that was uncalled for. I want people to be aware that they need to be careful of the unprofessional behavior that I experienced trying to get a simple service to my home. Another worker was sent the next day by my husband. My husband was present during this attempt to install internet in my home. This worker was in and out of my home in 30 minutes. I feel the previous worker lacked the knowledge to perform his job so proceeded to cause a scene in my home/on my property because he was not able to perform a simple task required of him.Desired Settlement: Cox Communications should be aware of what my family experienced related to doing business with their company.

Business

Response:

Review: Cox not only failed to show up for installation on day one, but BLATANTLY lied to me and said they were here ([redacted] then they waited until the last minute on the following day to show up, Causing me to miss two days of work. Then I find out they LIED about the packages, what was included, etc. Then they thought I should miss more work to return their equipment. Just found out that they put a bad mark on my credit report for NO reason.Desired Settlement: Want Cox to wipe the bad mark off my credit reportWant Cox to reimburse me that same amount for missing work and from having to deal with them in the first place. This is BY FAR the worst company I've ever dealt with and I'm almost 50 years old!Ethics training for their employees. It's nonexistent at the moment.

Business

Response:

Review: Complaint against COX

[redacted] had an account with COX which included internet service, DVD recording, etc. Ms. [redacted] was very ill and died without cancelling her account.

When I moved into the apartment, I notified COX that [redacted] had died and that I wanted to sign up for the Cox TV services. I was not aware of the extra services that she had in the apartment. They signed me up and for almost a year I paid for TV services and hidden charges of over $100.

On the Feb 2016 bill the added new charges of $339.15. This included cancelling the internet, phone, DVR and Contour etc. I returned their equipment which came to $109.00 credit. This month COX sent me a bill which includes the $109.00 for the equipment.

Can you help me with these unjust charges?

Respectfully,

Agnes SampiaDesired Settlement: Unauthorized charges taken off my bill permanently. The $339.15 should not have been charged to my account. The equipment costing the $109.00 were returned. I should not be given a new charge for it. This is another unauthorized charge.

Business

Response:

We are sorry to hear that our customer has concerns regarding their billing. Upon receipt of our customers concerns we reviewed our customer’s account and found that our customer has had services connected in her name at the Chef Menteur Hwy address since February 18, 2015. Our customer has received a statement each month which details the services that they have and the price of the services subscribed. We have no record of our customer calling to report any pricing concerns until January 25, 2016 when our customer called to report that she did not request to have data services. At that time our customer was advised of the Price Lock Guarantee that was placed on the account when the services were set up, and the early termination fee to remove the data services. At this time we are unable to justify entering an adjustment on our customer’s account. We thank our customer for bringing their concerns to our attention. Sincerely, Cox Communications Executive Escalations SE Tell us why here...

Review: I am writing about an issue with my billing. I had only internet/basic cable I was quoted one price in the beginning of service but never received a billing around that price. My service was repeatedly jumping in price which I never understood. I paid on February 10, 2015 479.85 to clear up any past due charges, when in fact 2 days later I receive a text message about a 289.00 payment past due. I paid 240.00 and 2 week or three week later required to pay 261.00. On March 31 I paid 240. and the next day 20.00 three week later my service was turned off. Not even 30 days no service, but was told I need to pay 189.00 to restore service. I live on a fixed income and get monies once a month. I also was told by one of the customer service reps. if I can't afford the service then I need to cut it off. Bad way to treat your customer's, who use your service. Now I'm being asked to pay 234.86 to clear up a bill that I don't feel that I used. But when one of their guy came to turn on another tetant's service mine was interrupted by his mistake, I had to be inconveienced because no one could fix that until the next evening. I was taught treat others as you want to be treatedDesired Settlement: Explain the way they bill customer's and why the price always change. If this is the way they do business and if the service is just for the rich and famous I need to know.

Business

Response:

May 27, 2015

Review: I was a Cox customer (account # 001 56 10 076879403) for roughly 12 years prior to disconnecting my service due to a move to a location that Cox did not service. On August 2, 2014 I called in to disconnect my service. Upon requesting a disconnect of service I verified with the agent and he expressly told me that there was no equipment charges due and none were to be returned. After relying on the Cox agent's words I promptly toss all equipment aside as I was moving and only kept what I needed. After receiving the "final" bill for prorated service I promptly paid it. Another bill came in after for $135 for the modem I was told was paid for and need not be returned. I called in on August 29, 2014 and explained the situation and requested they go back and listen to the call I made on 8/2/14 wherein the agent told me I was had no equipment charges or any to return. The agent opened up a claim for the back office. After roughly three weeks I received another bill for $135 and a letter threatening to send me to a collection agency. I called in on September 22, 2014 and spoke with [redacted] (#[redacted]) who advised me that the claim was denied by the back office and I would have to pay it. Upon further investigation, [redacted] discovered that it was notated on my account by the 8/2/14 agent that I had no equipment charges or returns and that info was not relayed to the back office. She then opened up another claim with this info and sent it to the back office. During this call I also requested, yet again, they go back and listen to the original call and the 8/29 call. Earlier this week I received a letter from a collection agency demanding the $135. I don't understand how my reliance on an agent's word (and his notation on my account confirming the same) left me liable for charges. I have had no major issues with Cox prior, however, now that I am no longer a customer and thus no longer of value to them, they are threatening my credit. It feels like I'm being extorted.Desired Settlement: Remove the $135 charge and ensure my credit is not tarnished by any reporting of "unpaid" bills.

Business

Response:

We are sorry to hear that our customer has experienced issues with receiving a credit for equipment that he was told that he did not have to return. We have reviewed this account, and ensured that the needed credits will appear within the next 24 hours. We have also supplied feedback for training and developmental purposes to our agents to ensure this doesn’t happen again to other customers. We have attempted to reach the customer today, and will attempt to reach him again on tomorrow to confirm that all issues have been addressed. We thank our customer for bringing this matter to our attention.

Today on Saturday December 5th, 2015 I had a most unfortunate experience with Cox Communications and I feel the need to voice what happened in hopes that someone from this company cares enough to reach out. My grandfather has a family home here in New Orleans, La and has been a loyal customer of Cox for 31 years straight. I'm in town for the holidays and I've been using internet services during my stay and I've been noticing some pretty slow speeds which prompted me to call Cox and find out what speeds they should be getting with the plan they pay for and I was informed that they ate on the premiere plan which means they should be receiving over 100 mbps download speeds when in reality we've been receiving between 12-15 mbps according to internet speed test. So I happened to see a Cox technician doing work in the neighborhood and he was kind enough to look at our modem and explain that we needed a different modem which was capable of receiving those 100+ mbps speeds. So upon being surprised by this news, I called Cox to explain that my grandfather and aunt who live here were not aware they needed a different modem to get the services they were paying for. I explained everything to the first agent I spoke with and then I asked her to look into the account and find out when they first subscribed to three premiere internet services because this would give me an idea of how long they've been paying for a service that they essentially haven't been getting the full extent of (and trying to get her to provide this info was literally like pulling teeth), she took a very long time just to say we had the services for "at least a year" and so I asked again if this was the date they first got the services, to which she responded with a sigh and by saying their systems are limited and that she could not look past the previous year so I asked if maybe a supervisor would be able to look the info up and all of a sudden she was magically able to look into the system and see that we first got premiere internet services added on in September of 2013, so with this info I then asked if it was possible to have the modem upgrades and have the fee waived for the technician home visit, to which she said she was unable to do and transferred me to the technician department (one thing to note is that my conversation with this first agent started out pleasant and her tone progressively got worse and she began to talk over me in anger very often, so overall a very unpleasant conversation), I was on hold for quite a while until someone from the tech dept answered and I had to explain the entire story to them and then she put me on hold to speak with a supervisor to see if they could waive the tech visit fee and modem fee, upon being on hold for a while again, I got hung up on, so I called again, got a customer rep, I explained the story again and if she could do a warm transfer to the tech department and explain what was going on so I wouldn't have to again, she agreed and she was on hold for a long time to get that dept and then she finally came back to the LINE saying she got someone and explained my issue to them and was transferring me over to them, I'm put on hold for another long period of time and finally a tech greets me on the line asking how he could help me, surprisingly he had not spoken with anyone prior and I had to explain the entire story again and he asked to place me on hold again to speak with a supervisor, this time I asked him to please call back if we were disconnected and he said if that happened I'd receive a callback within 24 hours, needless to say I was desperately hoping we didn't get cut off again, so I was put on hold for a very long time again (which by this time it's starting to feel very commonplace to ensure long holds and wait times).

Eventually we get to a supervisor to which the technician explained my situation (ultimately my conversation with the supervisor would turn out to be like speaking with someone who does not care one bit about your situation but maintains a nice friendly tone for the duration of the conversation). And so here is how the conversation with tech supervisor "Thomas Pretty" went, he explains to me that the premiere internet services plan has been able to get 100mbps speeds for about a year now but also explains to me that once they began providing those speeds on that plan, they informed customers via letters included with their monthly bills that they would need to upgrade to a modem capable of those speeds if they had an outdated modem that was paid for like the one my family had and he also said if we would like we can downgrade our internet plan to one that our modem would support and that would save $20-$30, and so I said wow Tom, you mean over the last year my folks have spent an additional $240-$360 for a service they have not even been able to receive, and he timidly said yes, and so I said well Tom, all things considered would it be possible for you to waive the technician visit fee and the modem upgrade cost, to which he adamantly said No because we were informed via the letter with the bill that we could upgrade the modem and so I said Tom I understand they were informed but clearly they didn't know they were paying for a service they weren't receiving, logically speaking no one would choose to freely give a company $20-$30 extra per month over the course of a year just for the heck of it, to which he timidly agreed and understood the logic. So I then said Tom do you actually have the authority to waive these fees for me and just choose not to die to the paper notices my family received, to which he again adamantly said YES he has the power to do so but chooses not to.

Essentially by saying YES, what Tom was really saying is "Cox is in the business of making money so your additional $240-$360 is now ours and your 31 years of customer loyalty matters not to us, thanks for doing business with us sucker and have a really nice day."

So needless to say I asked Tom about filling a complaint and he said he would have a director give me a callback within 24 hours. In the mean time I'll be in the process of looking up pricing for DirecTV and ATT internet to help my folks make the switch due to this most unpleasant experience.

Just thought I'd share this in case anyone in the company cares or in case any other customers have experienced similar issues/situations.

Review: My internet and cable TV are sporadic and unreliable. I have attempted to resolve this issue several times with no success. Promises are unkept, and trouble tickets are not addressed. Each attempt to solve these issues takes around an hour long phone call. I'm paying for 30 MB internet and am lucky to get 3-5. I also have DVR service that is unreliable, plus splotchy picture.Desired Settlement: I need at least 3 months credit for all services, plus an immediate fix to the technical issues.

Business

Response:

September17, 2015 Wewant to thank our customer for taking time from their busy schedule to bring theiraccount issue to our attention. Thecomplaint that was filed was sent to our attention for research andresolution. We are sorry to hear thatour customer felt they had no other recourse than to contact the BetterBusiness Bureau to get their concern resolved. We apologize for the poor customer experience that they encountered. HelloConsumer, Thankyou for affording us the opportunity to serve you. We have reviewed yourcomplaint and account. Iattempt to reach you via phone but was unsuccessful, however I did leave mycontact info on your voicemail. A technician came to the home on August 11th,since that visit we have not received a call stating you are experiencingproblems with your services. Although we have not spoken I am in high hopesthat the visit on the 11th resolved your technical problems. Ialso reviewed your account for credit. Iunderstand how important your time is, however it is imperative that you adviseus when you are having technical problems; at this time customer notificationis the only way we know when a customer is having problems. At this time I amunable to justify giving full credit for 3 months because you weren’t completelyout of service for 3 months, however I did place a credit for $231.20 to youraccount which is equivalent to 1 full month of services for all 3 products. Ifyou are still having technical problems please reach out to me directly. Pleaseaccept our apology for any inconvenience this may have caused you. I am available for any additional questionsand/or concerns you may have regarding your Cox account. [redacted]

[redacted] ExecutiveRelations ###-###-####

Review: When I moved to this home on Sept 1, 2014, I was moving in my grandmother who at the time was 93 years old and on Hospice Care. The only thing she had to do during the day was watching television. With that in mind, I ordered their largest package (most expensive) for her. On 8/27/14 I spoke to [redacted] @ Cox and ordered the service which was scheduled to be installed on 9/3/14 between 1-3 p.m. and was to be 215.50 for the first 12 months and then 245.00 for the second year. I took off of work to have this installed. NO ONE SHOWED. I called at 4p.m. and was told that nothing had been scheduled. I told them who and when this was done and they had no sympathy for my situation nor were they interested in my troubles. It was then rescheduled for Saturday 9/6/14. I received a call on 9/6/14 (automated call) that the tech was scheduled to be there today. NO ONE SHOWED. I called back to be informed that there was no tech in my area so my service would not be installed AGAIN. Finally, the tech showed on Sunday 9/7/14. I was also told by Justin, originally when ordered that my install would be FREE! Conveniently, I was charged 50.00 installation fee (which was credited after two phone calls). The installation was sloppy, inside and outside! I have wires run (all exposed) and the tacks that were made around door frames, etc only held for approximately one week. Between 9/8/14 and 10/1/14, I had to call for tech support on 6 occasions because of wireless, television or DVR problems. Every time I called it was a minimum of 45 minutes for tech support and the problem was never fully resolved. On 9/28/14 I called and after 2 hours on the phone with tech support, they were going to have to send a tech. The tech came out on 9/29 to work on one of the televisions having no signal. He supposedly checked it before he left and an hour later we had the same problem. I called back on 9/29 and they stated that the tech was going to return to look at the problem again that day. NO ONE SHOWED! I called again on 10/9/14 and spoke to Tonya (the only kind customer service person that I had yet spoken to). After numerous attempts she had to schedule a tech to come out on 10/12/14. The tech came on 10/12/14 and found that the splitter installed was not actually a splitter (wrong part). He did not have the correct part with him. He was then scheduled to return on 10/14/14 between 5-7. DID NOT SHOW AGAIN! This was eventually resolved with this one television signal. I attempted to file a complaint.....LOL! Amazingly there is no way to file a complaint on line NOR do they have a complaint department. I asked several times for someone in charge of customer service and was told that someone would call me. After approximately five attempts, one person called me back. I do not have his name due to how angry I was after that call. He was SO uncaring, un-personable and not a help at ALL! This is why I am filing this complaint today. We have NEVER had the ability to use our wireless EXCEPT if you're in the actual room of the house with the modem. All four of us in this household work and would like to utilize the DVR service that we pay for. 90% of the time, the DVR system does not work. We get a message saying to contact customer service and mention code 2129. I have reset the DVR boxes multiple times. This is the WORST service I have ever experienced and cannot even remember every call I have made to tech support nor do I care to remember. I work two jobs and do not have an extra 45 minutes minimum a day to call tech support for something I pay for. I had to temporarily give up on getting help or support due to the failing health of my grandmother and then her death. Fighting over this was not priority at this time. I finally took a deep breath and called on 4/22/15 to try and get someone to resolve these matters. I was told that they would have to send out a tech. The tech came on 4/23/15. He changed the modem and supposedly tested it. When I came home from work, my wireless connection still does not work unless in the same room with the modem. ALSO, the tech told my husband that as far as the DVR problems, the house was not wired correctly and our DVR will not work but they would have to reschedule for someone to come out to wire it correctly and it would be at our expense. In my world this is NOT acceptable customer service. I called back, (another 40 minutes on the phone) to be told that I would have to talk to their tier II data specialists to find out the problem with the wireless and that it may be interference and may never work. I was also told that they would have to send another tech out to look at the DVR issue. I was told that the tech today was only here for the modem. When I asked why wasn't a tech for both sent since both problems were told to them yesterday, the answer was "it was scheduled incorrectly" So now......more time off from work. This has been 8 months of poor, pathetic customer service. This is only the minor details of every situation. I truly hope that customer service is not something that they rely on nor is it included in their mission statement......if so they have truly FAILED.Desired Settlement: I would like to be credited for the services that have not been available and / or non-existent for the 8 months. I would like for the repairs to be made. I would like for someone to come and take a look at how sloppy the installation was made (not another tech). I would also like for my 2 year contract to be lifted so that I have the ability to cancel this service at any time without any penalties. I would like these things due to the poor customer service.

Business

Response:

Review: First of all, when they delivered my equipment the service guy stated that the numbers on the equipment did not match but he left it anyway. I returned the equipment May 8th and they were closed. Placed equipment in the drop box provided for equipment return. I lost my job in April and was behind on payments due to no income. Since I had to move back to Florida I returned the equipment to them. Now I have been getting collection notices from them. I called and told them that I returned the equipment, they stated that someone would be calling me in 3-5 business days. Needless to say noone ever called me back. Now I have been set to collections and cannot connect service to Cox ever again. I know I owe for the bill but not the equipment. Now my credit is screwed due to their incompetence. Wrong equipment left at my residence, never corrected. REturned equipment now charged for not returning according to them. And their customer service never called back on the equipment. Strand that this is an ongoing problem with them according to all of the reviews. Just got a job and guess who is the provider I need for cable and internet. Yep Cox Communications.Desired Settlement: Equipment credited and I will pay the past due service bill for APril. Remove from collections so that I can retain service at my new location where I will moving to in the near future, in Georgia.

Business

Response:

July 23, 2014

Review: Spoke with your rep today to Cancel my home telephone service which I rarely everuse. The rep kept giving me reason after reason to keep it, and finally stated he could get my bill to go down to under $150 per month with all taxes if I kept the telephone. Otherwise he told me, I would need to remove the telephone modem but would be forced to buy another one for my cable TV & internet to work. I recently had a complicated surgery & couldn't run around trying to find the needed modem so I agreed to keep the telephone bascis. From that moment on, the telephone NEVER worked or even had a Dial tone. I have called,emailed, & tried chat for almost one month without change. In fact, they had the AUDACITY to charge me $60 for advanced telephone services.....No one did one single thing to the telephone. Infact,they broke it.I got them to take the $60 off but it appeared again the following month. I must add that no one ever got the telephone to start working again. I need to know what modem I need to buy, I want complete credit for all services & taxes for the month I had no service,and I need to know what part I need to return & needed a return envelope since I cannot drive.Desired Settlement: Refund for one month of telephone service & all taxesremove the $60 permanently...I have certainly not had an type of telephone services!Send me an envelope to return the modem with tracking & tell me what I need to buy/internet order to make sure my cable & internet continue to work.

Business

Response:

November 18, 2013

Dear Ms. [redacted]

Thank you for allowing us the opportunity to serve you. We are in receipt of your complaint letter filed with the Revdex.com.

I have reviewed your account it does show that you were charged $60 erroneously. We have since reversed that charge. I would like to reassure you that we have not charged you the $60 anymore. Your next bill will be no more than $153.95. I see we had a technician to your home on 11/15 to repair the phone services.

Please allow me to reassure you that all charges have been reversed and we would like to continue to honor the agreement of $153.95 for all products. If you would still like to remove the phone services I can do so your monthly rate will be 148.73 and you would have to purchase a new modem.

Please accept our apology for any inconvenience this may have caused you. I am available for any additional questions and/or concerns you may have regarding your Cox account.

Customer Relations Specialist

Review: Joined Cox on 12/27/15 and was promised a $100 gift certificate for joining. After three months of paying bills on time I have called many times and been transferred to many agents some of whom told me I am entiled (which I am) and a few who said it was too late to apply although one of their agents did apply for me on January 8, 2016. On 4/18/16, their representative, Pam D[redacted] her employee number is 1562, checked into the matter and advised me I would be getting a check and she would get back to me without transferring me to many other people. I've not heard from her again. Please check into this for me. Oh, before I was connected to Pam I let them know that I would be contact you and that I was not renewing with them when my contract expires on 12/27/17.Desired Settlement: Not only would I like to get the check for $100, but I would like to notify others of the terrible way in which I have been treated by Cox.

Business

Response:

We are sorry to hear that our customer has concerns regarding receiving their $100.00 Visa Gift Card. Our customer’s rebate was declined due to the rebate being entered after the submission deadline (12/31/15). Striving to live up to our mission statement “to be the most trusted provider” we are willing to issue our customer a $100.00 adjustment to their account. If our customer accepts this offer they simply have to respond to this complaint so that we can enter the adjustment to their account. We thank our customer for bringing their concerns to our attention, and for being a Valued Cox Customer. Sincerely Cox Communications Executive Escalations Team SE Tell us why here...

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 11435048, and find that this resolution is satisfactory to me.