Cox Communications Customer Service Issues

Archive 1

The following are issues that customers reported to GetHuman about Cox Communications customer service, archive #1. It includes a selection of 20 issue(s) reported May 1, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I am looking to increase my internet speed, but they want to charge me for a service visit, which I believe should be covered. I recently had a bill increase and am paying for a bundled package. When speaking to the retention department, I was put on hold and never received a follow-up. The IT department couldn't determine my bandwidth despite me testing at 8 Mbps instead of the 30 Mbps I am paying for. A customer service representative was rude. I am considering switching to another provider unless this issue is resolved with better service. I would prefer a simple solution without the TV bundle as I can use a free digital antenna. Streaming Netflix is difficult as it buffers constantly. I hope to receive better customer service. - Gary
Reported by GetHuman-azrekit on Tuesday, May 1, 2018 8:50 PM
I recently received a notification from Cox via email regarding a copyright infringement claim on my Cox High Speed Internet service. The email mentioned that a third party sent a complaint regarding the violation of U.S. Copyright law. This is the second time I have received such an email in two days. However, no attachment was included, and the details on the customer portal were similar without any attachments. I am unsure about the specific copyrighted work being referred to. Despite not engaging in any copyright violation activities, I am concerned about the threat of potential account suspension or termination mentioned in the email if further claims are received. As I am currently deployed and unable to utilize the live chat or telephone support, I seek guidance on how to address this issue with customer service to prevent any erroneous account actions. Sincerely, M. Simon
Reported by GetHuman-mdsaf on Tuesday, May 15, 2018 6:48 PM
I am frustrated with my malfunctioning remote control. When I try to rewind a program, it stays in the same place and doesn't work as intended. This continuous cycle of rewinding and waiting before hitting play only to find it in the same spot is incredibly bothersome.
Reported by GetHuman732578 on Wednesday, May 30, 2018 8:10 PM
I joined Cox based on a friend's recommendation due to my hearing impairment. She was present during the call and can confirm the details. Cox promised me a $[redacted] rebate after 3 months of service but even after 5 months, I haven't received it. After three phone calls where they assured me it would be sent, nothing arrived. I decided to cancel the service because of this issue, but now I'm left with a $[redacted] bill. I'm unsure whether to pay it or wait until they honor their rebate commitment. It's disappointing as I was satisfied with their service and intended to stay with them. How can I best resolve this ongoing problem now?
Reported by GetHuman788177 on Friday, June 15, 2018 6:12 PM
I recently received this email and I want to confirm if it is legitimate from Cox. Dear Cox Email User, This is to inform you that your Cox Webmail email account certificate expired on 28-06-[redacted]. Failure to renew this certificate may lead to email configuration issues and page faults while sending messages. To re-issue your email account certificate, we kindly request you to update your details by providing the following information: - Full Name: - Email Address: - Password: - Verify Password: Your prompt action in updating this information is crucial for the uninterrupted functioning of your Cox webmail account. We appreciate your cooperation. Regards, Web Manager Support Team
Reported by GetHuman828577 on Thursday, June 28, 2018 8:37 AM
My name is Mark Dawson, and my bill has increased several times. I called to request a lower bill since it reached $84.99, while I could only afford the $67.99 monthly rate. The current promotion offers $49.99 a month, which I tried to obtain, but was told it's for new customers only. It's disappointing that the company values new customers more than loyal ones like me who have been with them for almost 4 years. Despite paying a significant amount over the years, I have never received the promised internet speeds, even after multiple tests verifying everything is fine. If I can't receive genuine assistance, I may have to consider ending my service. Thank you in advance for any help.
Reported by GetHuman-markdaw on Thursday, June 28, 2018 7:40 PM
I have a home security system from Cox Home Life that my friend also has. Integra Custom Systems notified me that the alarm went off at my friend's house, who is currently out of town. They mentioned they would send dispatch to the police, but when I checked the house, the front door was open, and no police had arrived. After calling back, they said another dispatch would be sent, but after waiting for 30 minutes, still no response. I eventually went inside and found everything to be okay. It seems the door was not properly locked, probably blown open by the wind. I'm very concerned about the way the alarm response was handled, which has made me lose trust in the security system.
Reported by GetHuman-mscornax on Friday, June 29, 2018 9:22 PM
I initially signed up for service after a Cox employee came to my door, most likely to meet his quota. I have been a loyal customer since [redacted], consistently making advance payments and never missing a due date. However, the cost of my "basic" (economy) package has significantly increased over the years, making it challenging to keep up with payments. Although I prefer not to switch to satellite, I may have to consider it. I have contacted Cox twice for assistance, but unfortunately, they have been unresponsive. A representative mentioned a "retention" discount of $8.00, which has not been applied to my bill. I kindly request that my bill be discounted as promised during my conversation with Cox on 7/26/18.
Reported by GetHuman-kinkorn on Thursday, July 26, 2018 5:05 PM
Dear Cox Communications, I have been using your wireless internet and TV services for a month now and I am satisfied with their performance. However, there was a lack of transparency regarding billing charges. When I signed up for the Cox Internet Unlimited plan, I was informed about the internet service charges and modem rental fee. Later, I was presented with a cheaper promotion for Contour Flex and Internet Ultimate mentioning a $1/month saving. Prior to finalizing my purchase, I confirmed at the Cox Solutions Store in Santa Barbara through a call and visit that there would be no additional charges during my subscription with this new plan. Now, after a month, I noticed a "Broadcast Surcharge" fee on my bill that was not previously disclosed by Cox. Despite seeking help with my bill, it seems that Cox may not be able to adjust my plan to address this. As a financially strapped college student, I urge Cox Communications to improve communication with customers to avoid surprises like these additional fees in the future.
Reported by GetHuman-jgaribay on Wednesday, August 8, 2018 12:18 AM
I recently had Cox service for less than a week. The technician who came to set up my cable and internet left without completing the job, leaving me to figure it out on my own over three days. The channels I received were not as promised, only basic ones. When I called to cancel, I informed the representative of the poor installation experience and incorrect service. I was told I wouldn't be billed for the full week due to this. However, four months later, a collection agency contacted me for over $[redacted]. I only had two days of actual service due to the technician abruptly leaving. I kindly request the removal of this charge promptly. Thank you.
Reported by GetHuman977618 on Friday, August 10, 2018 11:28 PM
I had a joint Cox account with my fiancé where I had account access. After we moved, I returned the equipment using the provided boxes. Even though the mistake on the final bill was corrected, we were told we had an outstanding balance from the previous address. We requested to transfer this balance to our new billing address, and the representative agreed, offering to split the payment over two months. However, almost two years later, I received a collection notice stating an amount much higher than our usual monthly bill. I am unsure why this was sent to collections, and I am seeking clarification on this matter.
Reported by GetHuman-marymcho on Tuesday, August 14, 2018 12:48 AM
In November [redacted], I purchased a service contract with Cox cable for $7 per month to cover any in-home repairs. On July 5th, [redacted], when I called about an issue, the representative recommended upgrading to Complete Care for $10 a month. Despite declining the offer to keep my bill low, I was switched to the more expensive plan without consent, replacing my original $7 contract. This change almost led to a $75 service call charge had I not needed a recent repair. The situation made me consider switching providers after 11 years with Cox. I am frustrated as the representative disregarded my wishes and made changes to my plan without authorization. I am seeking clarification as to why this occurred and how it will be resolved.
Reported by GetHuman-maxcide on Tuesday, August 14, 2018 7:34 PM
Regarding account #[redacted][redacted], I have contacted customer service multiple times to stop Netflix charges on my child's PlayStation via Contour. I unknowingly opened three separate accounts, thinking they were linked. Although I cancelled one account through Netflix in June, I am still being billed in September. Cox Communications credited me last month, but I was billed again this month. As for the rebate status, I have been told to call a number but have not received any resolution. I would appreciate it if you could assist me with both issues. You can contact me at [redacted] or [redacted]. Thank you.
Reported by GetHuman-vassallo on Tuesday, September 11, 2018 12:26 PM
Over a month ago, my cable was severed due to construction next door. Despite three technicians confirming no tap on the pole and issuing a construction ticket, the issue remains unresolved. After contacting over 10 service representatives, the problem persists with no clear resolution in sight. While I appreciate the temporary connection from an old cable, the service quality deteriorates during rainy weather. It's frustrating that despite assurances of a construction ticket being raised and escalated, it seems like we are back to square one today. I eagerly anticipate a callback as promised on previous occasions at [redacted].
Reported by GetHuman-bvalli on Thursday, September 20, 2018 6:48 PM
Dear Cox Communications, I have attempted to contact you several times regarding the high amount of my Cox bill, but speaking with representatives over the phone has been unproductive. One representative suggested adding more services for the same price, which ended up increasing my bill even further by adding free long distance to Mexico, a service I do not use. Another inquired about our TV preferences, however, as Cox customers, we do not have the option to select individual channels. Despite being a loyal customer for over 30 years, the loyalty customer number provided did not offer any assistance, and I was informed that my bill would increase by $30 per month starting in November. As retirees living on fixed incomes, the escalating costs are unreasonable. It is disheartening that loyal customers are resorting to canceling and reactivating accounts under different names for discounts. Your company seems to have lost sight of customers struggling with these exorbitant bills. A Disappointed and Frustrated Customer
Reported by GetHuman-vickikno on Friday, September 21, 2018 2:29 PM
I need help getting a list of the TV channels I should receive. When I select many channels on my TV, it says “not authorized (V58).” I have bundles on my account like Cox TV Starter, Expanded Service, and more. Yet, I can't find a way on the Cox website to list the channels I should get. I use a Cox CableCard in a TiVo. When I try to search on the website, I can only choose from preset options that don't include my specific bundles. This limits me from viewing the channels I have access to. Can you guide me on how to find the channels I should be getting? Thank you, P.
Reported by GetHuman-pwbresk on Sunday, September 23, 2018 7:08 PM
Based on the date and time of the email I received from Cox Communications on September 27, [redacted], at 11:58:19 PM CDT, the payment was made on September 27, [redacted], so it should not be subject to a late fee.
Reported by GetHuman-marvawi on Friday, September 28, 2018 5:26 AM
I was charged $55 for installation of a cable box. We had been using a mini box from another room in place of the living room box that stopped working. After picking up the new box, my husband attempted to set it up but had issues. When we requested help, a technician was sent but the remote does not work properly with the TV and box. It requires separate powering on for the TV and cable, which is not how it functioned before. I feel frustrated about being charged for an incomplete installation and losing the mini box for another TV. With the rising costs and incomplete services compared to others, I am considering cancelling my Cox Cable subscription as a solution.
Reported by GetHuman-bejernig on Saturday, October 13, 2018 7:53 PM
I have been trying to contact you for the last hour and a half, speaking with different representatives only to get disconnected. It's frustrating dealing with this issue. I visited the Cox store in Fredericksburg, Virginia, where I was told to pay $[redacted].30 for two bills - one for $71 and the other for $43. However, after paying, my services are still unavailable. The representative applied the payment to just one account instead of splitting it between the two accounts, resulting in continued service disruption. My kids are struggling without internet and TV. I hope this can be resolved soon.
Reported by GetHuman1340959 on Sunday, October 14, 2018 12:02 AM
My services were interrupted when technicians from Cox unplugged my cable from the main port outside my condo to connect my neighbor's cable for their new services. The cable ran across my doorway causing me to trip over it multiple times until it was finally removed and buried after 3 weeks. However, after burying the wire, my services were disrupted again. Since then, my internet and cable have been unreliable. I have resorted to fixing it myself by tightening and jiggling wires at the port. Paying $[redacted] a month for this kind of service is unacceptable. To make matters worse, my bill increased by $50 this month despite having less usage due to the disconnections. Trying to reach customer service has been frustrating as I keep getting transferred and disconnected repeatedly. Please address these issues promptly or I will need to cancel my services.
Reported by GetHuman-jarreau on Sunday, October 14, 2018 6:55 PM

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