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Long time Cox customer . . . RUN AWAY FROM MOBILE
I have been a Cox home internet and landline phone customer for almost twenty years, and I am a loyal supporter. Their service in my state is excellent, especially compared to the competition. So I decided to take advantage of a Thanksgiving, 2024 deal. BIG MISTAKE. Long story short: a technical glitch on their end resulted in me not getting the special offer they advertised. I gave up on spending literally HOURS on the phone, going back and forth between tech support and the customer loyalty departments, but it is clear they are NOT ready to do Mobile service. The phone itself works fine, and we have no complaints about the cell service in our area, but hopefully we never need any tech support or other Cox service for the 2 years that we're stuck with this.
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!!!!!Not just Cox Mobile but service from Cox in general
Let me start, I have been a loyal Cox customer for over 10 years. I have rarely had a complaint until the last few months. It started when we had to move due to renovations at our apartment in March. I called Cox and arranged a moving date. I was told that our new apartment was Cox ready. The day of the move came and the technicians came to move us over to the new apartment. First, the techs seemed unsure of what they were supposed to do. They said everything was set up and left It was about a month later, we finally started getting into a routine. I went to use the Home life app and I couldn't log in. Another technician came who had to call someone else. We were never set up with Homelife. Three hours late and being charged for a service that was never set up and we got Homelife and a $75 charge to install the service. That finally got resolved Next issue: I got an email from Cox that my address was wrong on my Cox Mobile bill. I was going to lose service. Why wasn't this charged in March? It is now May. My roommate had health issues and one phone wasn't cutting it. We called to get a new line and phone. The woman said that she could get me a Samsung phone for free due to a promotion anda $21. Shipping fee. When the email came it wasn't a Samsung but a cheaper phone. After 3 hours, we finally got a Moto G like mine and a $32 shipping fee - note the price change and 2 day wait to get a refund. I used to say that I love Cox due to the great customer service. Coworkers would tell me horror stories but I thought they were pulling my leg. Lately, we have Google fiber and Verizon trying to get my business. I am starting to consider whether I should be looking at them especially in light of Cox being taken over by Spectrum which has a worse reputation for customer service than Cox. Being charged fir a service that was never installed in our new apartment and all the other issues is frustrating. I am putting this down so maybe Cox can get their customer service straightened out before they lose more customers.
Disappointed
I just wanted to share my recent experience with Cox Mobile. I recently signed up for their cellular service, and during the sales process, I made it clear that I had an international trip coming up. The rep assured me there would be no issues — just call customer service and purchase a travel pass before the trip. Well, now I’ve found out there's actually a required 30-day grace period before I’m even eligible for international service. This was never mentioned upfront. I feel completely misled — a classic example of a dishonest sales tactic. To make matters worse, I contacted customer service and was told there's nothing they can do to resolve my issue. I’m now stuck traveling internationally with no cellular service. I was already skeptical about switching from Verizon, and now I’m locked into a 2-year contract with a company that clearly doesn’t prioritize transparency or customer
Mobile discount is a scam
Cox promises a discount of $14.99 on the current internet plan for signing up with mobile. That offer is on at least 5 places on the Cox website. But they don't honor that. After multiple calls and online chats with multiple people, I was told that I'm not eligible for that because I already have discounts on my internet plan. they said the offers are not "stackable." but the offers say: Save $14.99/mo on your current internet plan (for 24 months) when you add Cox Mobile! that means the one you have. It does not mean that they will raise the price by over $100 so they can give a $15 discount. Not the price before your current discounts, but "your current internet plan." I have scoured the website for any reference to the inability to apply that discount with another one on the account. That information is nowhere. This is a fraudulent bait and switch. Don't fall for it
