Loyal customer - feel like Cox doesn't care

The cost of programming we pay to provide continues to be a significant driver of rates we charge to our customers, what I can assume not having the information there is its likely the increase was due to promotions falling off and the rate increases over those 4 years, though it should not be that high for it. To be able to look into it more specifically and rectify the issue, if you can email us with the post at coxhelp@cox.com with the account information we can check into it.

-Ed

Cox Support Forums Moderator

I agree with your frustration....I was looking at WTF they are charging for Cable TV every month, and the stuff is SOOO OLD that they put on there, AGAIN AND AGAIN, they should be paying us to TURN the T.V. on....AND WTF is "Faith and Values" PAK, listed on my bill....there isn't anything in Faith and Values that I ever watch....My Brother has another provider and he has the same problem, he just dumped his t.v. channels above 100 because ALL the stuff this cable companies put on is OLD OLD OLD....unless you are like 5 years old and have never seen it...

There are other carriers in Fairfax now and I know a number of my neighbors have dishes on top of their houses now, so they must be getting something I am not....About the most I watch is the 1st 10 minutes of the evening news at night, and you can watch that directly on the Internet News channels directly.....

Cox must think was are idiots...PLUS COX cable is having problems, it is a degraded system because it is old and they haven't maintained it,  so periodically a bunch of the channels just go out....

I totally agree with "Tired of Cox" in so many ways!! I nolonger TRUST or BELIEVE a word out of their mouth!  I am so ANGRY with Cox, that I am about to cancel my subscription of ALL my services! I was a very loyal customer with COX Comm. even when I started to hear negative criticism from other subscribers and other ex-employees of Cox Comm.  I didn't believe in gossip from people because I thought it was "sour grapes" from people that wanted money. NOW I am so ashamed of myself for being so gulliable and naive when I should have did my own homework. I pay $242.81 a month for 1.DVR Service,2.Basic Cable,3.Cable/HDtv Box,4.Advanced TV HD DVR,5.Cox Advanced TV,6.Internet Service($88.13) 6a.High Speed Premier Internet with Powerboost...?huh?,7.Cox Tech Solutions that I never ordered-($14.99 x3 and $14.99 a month)$62.99 a month for Internet "Peace Of Mind" 8.TELEPHONE SERVICE that I don't need with a Cell Phone! 8a.($77.98) because "Need a Telephone Line for Internet!" 9.Cox Digital Telephone Essential 1 with Basic Monthly Service 10.Telephone and TV Fees and taxes..$28.42 a month!!!! I NEVER MISSED A MONTHLY PAYMENT,YET I PAY AN EXTRA $5-6 DOLLARS FOR BEING LATE AND STILL HAVE A MONTH OF CHARGES IN ADVANCED, MAKING ME LOOK LIKE I AM ALWAYS LATE! EVEN THOUGH I NEVER MISS A PAYMENT, BY COX COMM. COLLECTING A MONTH IN ADVANCED..I STILL END UP OWING $148.94 AND UP BECAUSE I CAN'T PAY THE WHOLE BILL AT 1 TIME! MEANING,I OWE $431.56 ALL TOGETHER,BUT PAY THE OVERDUE AMOUNT WHICH WAS $232.82 AND STILL OWE THEM $198.74 BEFORE MARCH 21,2013 (WHICH IS HOW THEY CHARGE MORE FEES FOR NOT PAYING IN FULL!! COX COMM.HAS NEVER WAVIED SOME CHARGES TO KEEP LOYAL CUSTOMERS,BUT PREFER TO KNEEL DOWN TO MONEY RATHER THAN CUSTOMER SATISFACTION!! THEY NEVER TAKE RESPONSIBILITY FOR MANY OTHER CUSTOMER COMPLAINTS,IT'S ALWAYS THE CUSTOMER'S FAULT!! (I SAY,KEEP ON CHEATING,CHARGING AND TAKING ADVANTAGE OF YOUR OWN CUSTOMERS,BUT IT WILL COME A DAY WHEN PAYBACK WILL MEET YOU AND TREAT YOU THE SAME WAY THAT THEY WERE TREATED! ENJOY IT COX COMM.WHILE YOU CAN! I AM A CHRISTIAN AND I BELIEVE THEY WILL GET THE SAME COMPASSION THAT THEY SHOWED THEIR CUSTOMERS! I FORGIVE THEM AS I WAS TAUGHT TO DO SO,BUT I WILL NEVER FORGET! OR RECCOMEND ANYONE TO TRY THEIR SERVICES BECAUSE OF HOW I WAS IGNORED AND TREATED! ECP

"($77.98) because "Need a Telephone Line for Internet!"

LOL! You need a phone line for Cox HSI? That's hilarious.

I was told that the troll factor was high on these forums, but I had no idea...

Hi Tired,

 Price increases aren’t fun for any of us! We truly appreciate your loyalty as a long term customer and understand the importance of keeping an eye on your budget in the current state of our economy. Our goal is to make sure that you get the best possible value from your Cox services, at the best possible price.

Even though you may not have changed any of the services that you subscribe to, our cost to provide the services continues to increase. Just like all satellite and cable TV providers, Cox has to pay TV broadcast corporations like CNN and ESPN for their programming, and the broadcast corporations continue to raise their rates annually. When the wholesale price of content goes up, the retail price is also affected.

This is an issue that all cable and satellite TV providers deal with annually. In the past year, Verizon customers have seen increases ranging from 25% to 50% on their Verizon TV, Internet, and phone services. Comcast customers have reported price hikes of 20% - 30% in the past six months.

I would hate to lose you, especially since you will still face price increases with your new provider after the introductory rates expire. I apologize that our representative treated you with such disrespect, and it upsets me to know that a fellow employee was cavalier about your service and seemed to take your business as our customer for granted! I'm happy to take a look at your account and see if there is anything I can do to help. Feel free to email my team at coxhelp@cox.com.

Hi Integrity,

It sounds like you’ve been through quite a great deal with us, and for that, I apologize. One of my biggest pet peeves is when people don’t take responsibility for their actions, and this also applies to corporations. I’d be upset if I found mistakes on my account, too! It sounds like we need to review and resolve these account discrepancies.

PowerBoost is a free feature provided on our Preferred, Premier, and our Ultimate Internet tiers. Learn more about PowerBoost HERE. None of the Cox High Speed Internet tiers require a telephone line.

I'm happy to review your account; perhaps I can help! Feel free to email my team at coxhelp@cox.com.

Hi Augie,

Cox doesn't have any control over what Network Broadcasters chooses to air on their networks. Cox does not create TV content; we are simply a reseller of content. Anyone subscribing to ESPN through a satellite provider is watching the same content that you get when subscribed to ESPN through Cox. This applies to all channels except for local stations.

I want you to get the services that you pay for! The next time you experience any problems with your channels, I'd like to hear about it. We have tools that allow us troubleshoot remotely, and we are able to fix many problems without a service call. You can reach my team from 7AM to 1AM daily at coxhelp@cox.com. Don't hesitate to reach out to us!

I totally agree. We moved to AZ in May 2012, and set up a bundle with Cox. At the time, my wife was still working full time, and I was retired. She retired in October and we moved to a retirement community. I talked with Cox about eliminating the phone (we have cells) and just going with internet and cable.  I was told that it would still cost me the same as the triple. I was not happy about that. So now we are in a retirement community, both retired, and living on less income than before. Yet, the cost of the bundle has increased. I called Cox about the increase, and they seemed non caring about the cost or that we are on a fixed income. 

In the retirement community in which we live, we few choices.  But, the choices that we have available may be a lot better than Cox.  It would be nice if Cox would provide a discount for seniors.

I agree with you,,, tiredofcox,,,,,,,,,,,,,My bill is now $212. something.. it is awful... They should let us pic the channels WE want instead of charging us for all of those music channels & others that no one listens too.. I am sooo ready to call mccalls just to get local channels like my boss has... I am getting ready to retire here soon & wont have that extra $150 monthly.  No one has ever offered me a new contract for less money,, I dont know how many times I have called & emailed them.. saying for person to pay on time EVERY month, doesnt send me a bill   I pay electronically and get F-----ed.. It really sucks, I will be so glad if another cable company can move into town.... ps, what cable industry are you in now? maybe I could come aboard.

When rates go up, isn't there generally a notice of some sort sent with the monthly statement?  My service went up $12 from last month alone and I am now paying $184.00 a month which is just ridiculous and I live in an area where other cable companies don't provide bundled services so I am basically stuck with Cox.  Why isn't there ever any notification for the rates rising?  At the rate Cox is raising my monthly bill, I will have to cut down in other areas, such as food and or gasoline....major necessities to me.  It would have been nice to have been notified so that I could have planned on the rise and then perhaps, not be so frustrated about not having sufficient funds to cover an ever increasing service each month.

And customer service as a whole does ***...online email messages, online live chat and over the phone...it takes anywhere from 3-4 back and forth email messages for any customer service rep to understand my questions and yes, I do speak English.  Even more frustrating is trying to communicate with a real person on the phone.  I am just completely and utterly disgusted and dismayed about the way this company is run and it's lack of interest and concern in meeting the needs of it's customers.

I could go on and on but what is the point, Cox doesn't listen and they certainly don't resolve anything in relationship to their customers' concerns and or issues.

K

karenssaltz said:

When rates go up, isn't there generally a notice of some sort sent with the monthly statement?  My service went up $12 from last month alone and I am now paying $184.00 a month which is just ridiculous and I live in an area where other cable companies don't provide bundled services so I am basically stuck with Cox.  Why isn't there ever any notification for the rates rising?  At the rate Cox is raising my monthly bill, I will have to cut down in other areas, such as food and or gasoline....major necessities to me.  It would have been nice to have been notified so that I could have planned on the rise and then perhaps, not be so frustrated about not having sufficient funds to cover an ever increasing service each month.

 

And customer service as a whole does ***...online email messages, online live chat and over the phone...it takes anywhere from 3-4 back and forth email messages for any customer service rep to understand my questions and yes, I do speak English.  Even more frustrating is trying to communicate with a real person on the phone.  I am just completely and utterly disgusted and dismayed about the way this company is run and it's lack of interest and concern in meeting the needs of it's customers.

 

I could go on and on but what is the point, Cox doesn't listen and they certainly don't resolve anything in relationship to their customers' concerns and or issues.

 

K

Price increases are always listed a month or two in advance in the "News From Cox" section of your bill. For example, my March 1 price increases were listed on my February 19 bill. They are also on the PDF version of your online bill.

Where exactly on the online bill is this listed because I just checked mine again and there is nothing to indicate a raise in my fees.

karenssaltz said:

Where exactly on the online bill is this listed because I just checked mine again and there is nothing to indicate a raise in my fees.

Go to "VIEW STATEMENTS", select a billing period, click on "GO", click on "DOWNLOAD BILL (PDF)", and read ALL of the text under "NEWS FROM COX." Mine shows up on page 2 (of four.) March's increase should be in the January or February bill. YOU MUST LOOK AT THE PDF VERSION OF THE BILL!!

Tired,

Although Cox hasnt increased my rates too much YET! I also feel like some of the Cox employee's dont care... I called since last month (February) to let Cox know that I was moving and that I needed my new address established. I was quickly called back in a couple of days and was told that my address was taken care of and now in their system, a work order would be entered and someone would call to make an appointment to come out to my house to set up my internet service. After a few days of no one calling, I called and set up an appointment and on 3/5 someone came out to my house, I was told that the first part of the work order was not complete, that I would have to schedule another appointment, so we rescheduled for 3/9.. on 3/9 a technician came out again and told me that the first part of the work order wasnt done and that I would have to reschedule, so we rescheduled for 3/12, on 3/12 the same thing happened again, which i'm not blaming the technician, if the first part isnt done, I understand that he can not complete his part, BUT Thats 3 days of missing work for ME!!! So called COX again to see what was going on and was FINALLY told that a move can take anywhere from 30-45 days which NO ONE in my 5 phone calls to cox had ever mentioned to me and that I would just have to be patient because she was unable to tell me when my work order was put in or how much longer I had to wait. I have a full time job and college work to complete... HOW MUCH LONGER DO I NEED TO WAIT??? I'd rather give my business to someone who appreciates their customers.

I had a prolbem with my TV not coming in clear. I called Cox and they sent out a rep named Chris Reedy. Mr Reedy after awhile and some rewiring determined the prolbem was the wiring outside the house and there would be no charge. Well when I got my bill you guessed it there was a service charge. So I went to the home office on Fallowwater drive. I spoke to a person at the front desk and was informed. HE would e-mail some one in billing office and maybe talk to Chris Reedy and have the charge removed. He must have not done that. When will this charge be removed. And how many trips accross town will I have to make to resovle this billing prolbem. I am a laryngectomee so communcating over the phone in impossible.

Cox does not care. I have been a customer since the 1980,S

I AM A LARYNGECTOMEE. I HAVE NO VOICE BOX. Due to throat cancer.

I will be shopping for a new provider if this problem is not resolved VERY VERY SOON.