Music Choice Subscription

Isn't Music Choice included in all Contour TV packages (Starter, Preferred and Ultimate)?  If you subscribe to TV service from Cox, you get Music Choice.  Can it even be cancelled without cancelling all TV service?

that's what I thought but apparently this is a separate subscription and the Cox Customer Service/loyalty folks tell me they cannot see it on my account but yet it's been on my bill

@LatoyaJ​ .....  😩

I've logged three calls with customer service and all ended with.... "you need to cancel through the app" while the app says..."you need to cancel through your service provider (Cox)"...  very frustrating.   With that said I sent the email to Cox Support but after three calls I'm not so sure that this will get resolved. How can you help?

Hi peted1, if you've already emailed us, we can connect you with the correct team for assistance. 
-Shariel

@Shariel​ ; I've provided my contact information in the email.  It's been 3 days and have not received any phone calls from anyone at Cox regarding this issue. 

not sure... it is showing up on my bill for $6.99/month and we have never used it

You can be sure.  That's the app.  Having seen the website, I remember now when this promotion was announced, but I didn't subscribe.  The website says, "starts at $1.99 per month".  Apparently, it goes up from there.  Maybe you subscribed to some type of deluxe package.  The thing to remember about apps on a monthly or annual subscription is... they don't care if you actually use it.  They're still going to bill you until you cancel.   If you haven't done so already, contact Cox.  They'll help you cancel the app, but you'll probably still have to pay for the time the app was active.   

thank you, Curtis but the problem I'm having is Cox will not cancel.  They keep telling me I need to cancel the subscription through the MC app.  Then Music Choice tells me I need to have Cox cancel it..  

This is a big problem and I filed a complaint with the FCC

Cancellation instructions vary depending on your method of purchase.

How to cancel Music Choice subscription

"If you are receiving charges on your cable bill:

Because Music Choice does not bill you for this service, you will need to cancel through your cable provider. Please follow the instructions below. If you experience issues related to billing, please contact your cable provider's customer service." ​

The Cox link in the above website gets redirected to a general-purpose Cox support website.  But the key take away is that the website directs individuals being billed by their cable company to contact their cable company.  Did you receive a reply from cox.help@cox.com ?

@CurtB​ ;  exactly!!!  and Cox says I need to cancel through MC... ARGH!!!!  No reply from my ask for help via email

@peted1 

1) To be fair, your added subscription was for an app you previously accepted from a promo that expired.  2) Your second recommendation is appropriate for Cox service promotions, but you should include not accepting promo apps unless they're for something you're sure you wanted anyway.  You said you never used the Music Choice app.  Your issue could have been avoided entirely if you'd never accepted it in the first place.

Were any of the 4 Cox Support Reps you previously spoke with in Loyalty/Retention?  Cox may provide available promos, but you have to ask for them from reps in that department. 

@CurtB​ 

yes, they were customer loyalty, representatives, and that's what made it so frustrating.  

Lesson learned: Quickest way to resolve issues like this Is to file an FCC complaint .  There were 4 Customer loyalty reps who could not resolve the issue.  It took an FCC complaint and a corporate executive  to fix the problem.   Before that I tried to send an email to the email address previously mentioned in this chat and I'm still waiting on a response.