customer satisfaction

6 Topics

Cox Phone Upgrade Incompatible with Home Security System - Still
Really. It appears that Cox is still doing nothing to address this, as we just had our phone system upgraded by Cox and our alarm system lost connectivity with the alarm company. This is completely unacceptable. To perform a mandatory migration that requires customers to incur additional alarm service costs, not only a one time equipment charge but an additional recurring service charge, because their upgrade orphans the standard POTS connectivity used by all alarm companies (see related 2017 forum post on "Cox Phone Upgrade Incompatible with Home Security System"). To not give a choice - poor customer service issue #1. To not give notice of the impact - poor customer service issue #2. To not help provide a resolution that doesn't cost the customer initially as well as continually-forever - poor customer service issue #3. Time after time Cox continues to lower the bar on customer service and expectations.
Chandler_Custom 7 years ago Place Phone
11KViews
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7Comments
ACTION REQUIRED: POOR SERVICE - Digital Phone upgrade and home alarm
Please see this thread on your forum. http://forums.cox.com/forum_home/phone_forum/f/6/t/18770.aspx I too, am facing the same situation. Cox has told me verbally they cannot guarantee my alarm will work which leads me to a costly upgrade and increased monitoring charges. I have been a cox customer for over 30 years, but that is about to change unless you come up with a better solution than just leaving your customer to deal with the fallout. I went into your cox store and explained the situation. They send out a technician who was supposed to tell me if my POTS line could be back wired to accommodate my alarm. When the technician arrived he was a nice young man (looked like a sub-contractor) but I could tell he only was trained to perform the digital upgrade. When I asked if my alarm would still work, he just stared at me with a blank look on his face and said he would have to call someone. When he returned he stated “they would not guarantee it would work with my alarm and wanted to proceed. Which I said absolutely NO. Were they going to leave my home unprotected and with a link that did not work to my alarm company for safety or fire? That absolutely crazy and libelous on your part. Additionally, they wanted to drill a how through the wall of the garage to mount and plug in the modem. Which by the way I have a large cabinet full of stuff there. And they do not tell you that if the power goes out in your house the modem will not work unless you paid them extra for a battery backup which only lasts for a short time. Come on Cox after 30 years of paying you a lot of money you are going cheap on me. This does not make good business sense at all. I would like a customer service representative and one of your real technicians to call me and explain better options to me, if you wish to keep my business. Dennis Towler Dtowler007@gmail.com
Phone_Upgrade_I 7 years ago Place Phone
2.1KViews
0likes
1Comment
Current customer and denied options
I have been with Cox for about 3 years now and have never made a long distance phone call on my phone and when I switched from the other company, I remember specifically requesting that no long distance phone calls be allowed to be made from my phone because of children playing or mistakenly usage. Unfortunately I was out of town for two weeks and my mother and mother-in-law made various phone calls to Brazil without my authorization. I contacted Cox to see about a possibility of adding a retroactive long distance service in order to lower this bill and I was denied. I, in fact, do NOT feel responsible for this bill since it was understood between COX and I that the phone was NOT to complete long distance calls to anywhere. They were to impose a BLOCK on my home line. Can someone let me know what are my options, if any?
Fryters 7 years ago Place Archives
3.3KViews
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3Comments
NOMOROBO STOPS UNWANTED ILLEGAL ROBO CALLS - WHY DOES COX NOT OFFER THIS FEATURE?
Cox Communications does not listen to its customers I have been one over for over 25 years and they will not listen to me or anyone on this issue. I suspect once they see this thread they will immediately lock it so that the thousands of customers who have a problem with robo calls (for which cox offers ancient non working solutions) cannot comment. Cox claims they cannot offer "Simultaneous Ring" which they can but simply refuse to do, if they tell you anything to the contrary its complete fiction. Every other voip company has it and all of them also offer nomorobo so that the calls we get from India etc. are blocked. Cox will say "sign up for the national do not call list". That will not work for you because the calls are from outside the USA. Cox knows this but does not care they just spew garbage at us. Cox will also say they have selective call blocking (they charge for this feature) and you can block up to 30 numbers or some nonsense. That also will not work even if you could block unlimited numbers you would get the same amount of robo calls always from a different number so here we can establish that cox is not consumer focused they are revinue focused they want to sell us a feature that does not even work. COX Corporate customer service was not helpful either they spew the same garbage at us. Now COX, do what you do best and lock this thread. Hide your heads in the sand like ostriches. Hide under your desks and pretend this is all going to just go away...
CKCHRIS 7 years ago Place Archives
28KViews
0likes
17Comments
Telephone Call Duration
For about 2.5 years on the monthly statement and through telephone tools online there has been no indication of telephone call duration. Cox must be the only "telecommunications provider" in the world that doesn't provide this information. Those of us who are consultants bill for telephone call duration. Without time, the telephone bill and online tool is pretty useless. 1 year ago I called every month for a year and spoke with supervisor after supervisor who assured me they were working on this. Yet, here it is still not provided. I see other posts requesting this. Why should customers have to repeatedly request a basic service such as telephone call duration? Please let us know if/when this will ever be resolved. Thank you.
Call_Duration_a 8 years ago Place Archives
6.3KViews
1like
6Comments
Call Log
I requested a call log at my local Cox retail store on 2/4/16. What is the status? I was told that somebody would contact me within 7-10 business days. Please be aware that this request is related to the fiasco I encountered with many Cox technicians and support individuals regarding the fact that Call History didn't work prior to January 21.
Las_Vegas_Custo 9 years ago Place Archives
3.7KViews
1like
1Comment