Recent Discussions
3.5 hours to correct my bill
I've been on the phone and on chat for 3.5 hours. Cox added an extra phone line and charged me for it. I have no extra mobile line. The first loyalty team member disconnected me. It takes a long time to get past all the people to get to the 2nd loyalty team member. She told me that she had removed the extra phone line and just ended the chat before I could tell I needed a refund for their billing me for one month of this line I did not have. At the end of 3 hours, I finally go a hold of a 3rd loyalty team member. It took a half hour more for her to remove the extra line and to give me a refund for what they charged. WHY DOES IT HAVE TO TAKE SO LONG TO GET A SIMPLE THING DONE? Normal businesses would not get by with keeping for 3.5 hours to settle a small request. Why does Cox get to take so long? And why doesn't Cox have a complaint line? Cox managers will NEVER read the note I post her. I am very displeased with Cox's customer service!!!!!
Some devices can’t connect to my panoramic wifi gateway but some can
Hello, not sure what to do here. Everything was fine last night, but this morning when I woke up, my phone wouldn’t connect to my home wifi. I tried to reconnect and it said “incorrect password” so I ended up resetting the wifi password. under the new password, I put in the details and still said incorrect password. I reset my phone; same message. Reset the gateway. Same message. Forgot the device from my phone, tried again and same incorrect password message. I tried other devices. My laptop connects, Amazon Alexa connects. My Bluetooth lights connect, but my Xbox does not connect. It also gives the same message. not sure what to do here. I called support and they also don’t know what the problem is. Can someone give me any assistance please? Thank you!
Misleading Promotional Emails
I've been a Cox Internet customer for about 3 years (in two different cities -- Tucson and Las Vegas). About once a month for the last few months, I've gotten an email with an offer to upgrade to 2 GIG service for $110 a month. (I currently pay $110 a month for 1 GIG service). When I go to the Cox Web site, the site pulls up "My Offers" -- which are completely non-sensical. One offer says I can get 2 GIG service for $155 a month ($45 more than I currently pay, and NOT $110 as referenced in the email) One offer says I can get 1 GIG service for $115 a month ($5 more than I currently pay for the same service I have now) One offer says I can get 1 GIG service for $105 a month ($5 less than I currently pay for the same service I have now) Confused, I decided to contact Customer Service via Chat. There the representative tells me that I can't get 2 GIG service for $110. I mention the email I received. They say, "I checked and you didn't receive any email with this offer". There are SO MANY issues with that response -- but basically they're saying I made this email in my Inbox up? Or perhaps that I'm lying? I'm basically ready to just drive down to the Cox store and cancel my subscription on principle alone. Don't appreciate having my time wasted OR being called a liar. Grrrrrrrrrrrr.
No Internet Service
No service at home in Alexandria VA for past 36 hours. Cox claiming area wide power issues. Updates on Cox app are pathetic and non informative. Each time I check and ask for modem reset am told no can do because area wide problem which will fixed in next 30 minutes. A day and a half later, no fix and still getting will be fixed in next 30 minutes. Very poor customer and service support. Neighbors using other providers are all good to go. What is problem with Cox?Still No Cox Internet in Alexandria
Cox claiming area-wide problem with internet service after severe storm caused two-day power outage in my neighborhood of Marlan Forest, Alexandria VA. After power restored, no Cox service to my house. Keep getting non-informative text messages, “our team working on area wide problem. Sorry taking so long.” I checked with my neighbors last night. One street over, they have Cox working just fine. Thus, not an area wide problem. Cox refusing to send tech to my house, still claiming area wide issue, even after I told them about neighbors. I need a tech rep to look at Cox cable box on line next to my house. It was downed by a tree during storm last Friday. Dominion Electric fixed the power line, but no Cox techs to check or fix their box. I need a tech rep at my house. What do I have to do to get my problem solved?
Cable(s) hanging in yard for a few weeks.
A few weeks ago, a subcontracted Cox crew entered my yard (with permission) to replace/upgrade (?) a transmission line running through our neighborhood. (not a supply line to my home) Since then, one wire remains drooped low, while another has remained at about waist level and lower. I've tried chat a number of times. Even had a tech stop by to stare at it so he could 'report' what I have already reported a number of times. Considering the extent of time that has now transpired. I would like to inquire once again if this issue might be addressed in the near future? Or should I just cut and dispose of the cable myself to remove the hazzard? Thanks
Intermittent connectivity loss
I'm writing this out and am at my wits end.. I've been facing multiple instances per day with complete packet loss sometimes for up to a minute, for the last few weeks. I've had multiple service tickets via chat with all of them ending in the tech at the other end rebooting the modem, telling me everything is okay or making an offer to have a technician sent over for a fee (when clearly the issue is on the Cox-end of things - a continuous ping I have running clearly shows a Cox router: 72.212.69.30 returning a 'Host unreachable'. Any advice on how I can get this resolved? Both my fiance and I work from home and losing connectivity multiple times every day during video calls is unacceptably frustrating.No connectivity in Alexandria, VA Since Friday evening
Friday evening we had some strong thunderstorms. My cable, internet, everything have been down since then. Initially Cox said it would be resolved quickly as it was just an outage. Then this morning (5/19), I received this text: "UPDATE: We're sorry this complex network issue is taking longer than expected to resolve. Rest assured, a dedicated team is actively working to restore consistent service. We apologize again for the inconvenience and will continue to provide daily text updates. I've spoken to support, they can do nothing. I pay a premium for a premium service and can get no answers about what is going on. This coming weekend is a holiday weekend, and I expected family in. Not so much now. Last stab at someone from Cox providing me a little more clarity of what is going on
