Reviews

Review Details

• Review fromJohn C

  Date: 07/17/2024

  1 star
  Disconnected Cox after having them for years, due to service continually going down. Over 20 years of service and never made a late payment. I received an outside collections co call. I called back and discovered it was for Cox. Got into it more and discovered Cox didn't turn service off. They left it turned on and wanted to change me for their error. I have the paperwork showing ending service.
  I was bounced around to 7 different people at Cox only for each one asking for a form of payment. The last individual said to go into a store to show the paperwork. I had to go stand and wait in a store to turn off service, I'm not jumping through more hoops and time for their errors.
  I told the collections co I have the paperwork and Cox left service turned on, they said to file a fraud claim on Cox. I'm not paying for something I didn't use on their errors nor going out of my way.

• Review fromShimei T

  Date: 01/01/2024

  1 star

  Shimei T

  Date: 01/01/2024

  This company sucks, they always raise my bill and when you talk to them they put you on hold and change person or hang up because they can't answer to what's going on...they upgraded my package without me knowing amd couldn't explain what happened. They always talk about how we go over our gigabytes...I could not be home a whole month and it would still say data usage is over...this company is ridiculous and don't care about their customers...only money in their pockets,they try to comment on your reviews to pretend they are doing stuff but what's worse than a fraud is a fraud plus a liar! Changing this wifi company, actively looking rn,I wish ******** was in my area,you could use the wifi running all.month amd still only pay $50 plus with really good internet speed and streaming.

  Cox Communications, Inc.

  Date: 01/04/2024

  Dear BBB:
  We reached out to our customer at the contact number on the account regarding the concerns as noted. We provided one of our supervisor's contact information so that we may assist further for BBB Review ID: *****. We have not made contact, but our supervisor is available M-F at the number left on the phone number of record.
  Respectfully, Cox Northeast Resolution team

• Review fromNekeva M

  Date: 07/22/2023

  1 star

  Nekeva M

  Date: 07/22/2023

  This is the worst company I have ever dealt with. I moved into a new home and they were the only provider, so in spite of my negative experiences with them, I had to go with them as an ISP. The gentleman who signed us up gave us inaccurate cost information. Sent equipment to the wrong address and yold us that we didn't need a professional install. Of course this was inaccurate. I was then told that they eould reship my equipment to the right address sonce I would be closing on my home within 2 weeks. After not receiving it, called back to find out that it wouldn't be shipped because someone. Probably the builders, had received the equipment. After escalating I was told to come abd pick up the equipment and a professional install was set up. I was then billed for services from that day although my service lines would not be set up until 2-3 days later. From that point, calling constantly to requests credit for non-service days, costs for a camera that was supposed to be free, calls not returned, etc., Verizon became available in my area. So I called yesterday to cancel and spoke with a very aggressive retention specialist. After objecting for what felt like forever, we agreed on a cancel date of 7/24. After ending the call, my service was canceled within 5 minutes. One of the impacts was that my home alarm system has been offline since. I have never experienced anything so awful. By the way. I contacted the corporate office close to a month ago and never heard back.

  Cox Communications, Inc.

  Date: 08/02/2023

  Dear BBB, This in regard to ID 1269.
  
  Cox apologizes to our customer for the poor experience she encountered when speaking with our representatives.
  A Senior Resolution Specialist with our Executive Escalations team contacted our customer on July 31, 2023, to listen to and address her concerns.
  A sincere apology was offered to the customer. We will use this opportunity for coaching our agents. The customer expressed her appreciation for being contacted.
  
  Respectfully, Cox Communications Executive Escalations Team
  

• Review fromRaymond B

  Date: 07/04/2023

  1 star

  Raymond B

  Date: 07/04/2023

  I spent over three hours on the chat yesterday, at least twelve different reps, bounced around, each didn't grasp what had gone on to that point. This was after being disconnected multiple times on the phone and during the chat. Speaking to a person was impossible. Each rep tried to make an excuse that it was somebody else's responsibility with the next one often returning me to the previous department, of course with a different rep.
  My request was simple ... I am 87 years old, I wanted to lower my bill from $180. Jose S quoted me at $134 for canceling the phone, return two cable boxes. He disconnected me when he said I wanted three cable boxes disconnected, his error.
  Things got worse from there.
  Jose disconnected my DVR capability, I lost the recordings and scheduled recordings. I spent another 90 minutes on chat with 7 different reps. The upshot is that Jose had discontinued my DVR subscription without my authorization and I would need to pay another $20+ a month to get it back. If it wasn't done in 24 hours, I would lose my recordings, settings.
  I had no choice but to agree.
  The supposed e-mail transcripts, with the exception of one, never showed up in my email so that I can't show the horror of this to others.
  There is a reason that cable companies are hated so vehemently and people are cutting the cord.
  Please have Executive Escalation contact me

  Cox Communications, Inc.

  Date: 07/31/2023

  Dear BBB,
  
  Cox Communications is responding to the BBB review received from your office on July 4, 2023, with the assigned BBB review ID of 28210.
  
  A Sr. Customer Care Specialist contacted our customer on July 28, 2023, in response to this review. Since filing this BBB review, our customer’s issue had since been addressed. Cox apologizes for our customer recent experience. We will review the calls our customer made to Cox Communications and will use this opportunity for training and coaching our representatives.
  
  We provided our customer with our direct contact information should they have additional concerns regarding this matter. We appreciate our customer’s patronage and look forward to providing them with entertainment and communication services for the foreseeable future.
  
  Sincerely,
  The Sr. Customer Care Team
  

• Review fromChristopher G

  Date: 10/25/2022

  1 star
  We rarely if ever got the Mbps download speeds they specified in the packages we purchased. They weren't offer by 10 or 20%, they were off by as much as 80%. Sometimes they were fast, but the connection would be spotty and drop. This is even with one person streaming and on the $115/mo Panoramic wifi package. When it came time to cancel, it took multiple chat sessions to get through to someone. Once finally through, the agent was anything but concerned with actually keeping my business or being a rep concerned with the Customer. After giving my info, I kindly let them know that I'd like to cancel. They asked why. I told them we don't use it anymore. Wait a couple minutes, expecting that maybe they'd say, "We're sorry to see you go, is there anything else we can help you with?" Instead, the agent said, "We show you used X amount of data yesterday. Allow me to ask you a few questions.. who else in your household uses it, etc" Doesn't matter, cancel it. I'd just paid my bill for this month 3 days prior to this, meaning I've paid for the service through the next 3+ weeks. The chat went on until finally the agent disconnects the account immediately, knowing full well I've already paid, and says IF I'm owed any money, it should be mailed in 2-3 weeks. I was under no contracts and had no rental equipment to Cox. So far, this is just a Review. If the $ doesn't arrive, I've got screen caps of the entire conversation and will be making a formal complaint. Side note, the reason our connections are so spotty and not fast as they should be all the time, which we pay for, is because we're sharing that broadband with neighbors. The block is all on the same switch. I hate going to the only local company that has fiber, but if I'm going to get hosed, at least it will be with actual broadband.