Online Payment Down?

Having same issue yesterday and all day today.  Getting payment unsuccessful do to a system error message.

Emailed customer service and they said they are unaware of any reported issues about this, but here I'm (and someone

else) unable to make payment and getting the same message after several tries yesterday and today.  Maybe alot of people

don't use bill pay or don't bother complaining about it. 

i too have been having this problem for a few weeks now and wasn't sure what to do.  Hopefully they get it fixed soon because I dont want to pay the $10 for something that is not my fault

Hi Everyone, 

I apologize for the issues you have experienced with our online payment system. While there is no system outage, we have been getting reports from customers who have experienced the same or similar errors while trying to pay their bills online. We've found the following steps helpful in resolving each issue so far.

1. Are you logged in using the Primary Cox User ID? (If you are an Authorized user but are logging in with a secondary Cox User ID, you will have only limited access to Cox.com features and tools.)
2. A "contact email address" must be listed on the account so that the system can email you confirmation the payment was received, successful, or failed. Click HERE for instructions to update your email address.
3.  What internet browser are you using? While we have had no reported issues with Safari, I.E, Firefox, and Chrome, try switching to a different browser to make the payment.
4. Make sure you are using a laptop or desktop computer, not a mobile device.
5. Clear your browser's history, temporary files, and cookies. Close and reopen the browser.

Also, I just want to let you know you can make a payment over the phone through our automated system for NO CHARGE.

Let me know if you have success after going through these steps! 

1. Are you logged in using the Primary Cox User ID? (If you are an Authorized user but are logging in with a secondary Cox User ID, you will have only limited access to Cox.com features and tools.)
   Logged in using primary.
2. A "contact email address" must be listed on the account so that the system can email you confirmation the payment was received, successful, or failed. Click HERE for instructions to update your email address.
   This is already done.
3.  What internet browser are you using? While we have had no reported issues with Safari, I.E, Firefox, and Chrome, try switching to a different browser to make the payment.
   The exact same error occurs for me in Google Chrome, Mozilla Firefox, and Microsoft Internet Explorer.
4. Make sure you are using a laptop or desktop computer, not a mobile device.
   I'm on my desktop.
   
   
5. Clear your browser's history, temporary files, and cookies. Close and reopen the browser.

Also, I just want to let you know you can make a payment over the phone through our automated system for NO CHARGE.

   Actually I can't.  It asks me to put in a phone number.  It does not recognize either my wife's nor my phone numbers as the number associated with the account, and I can't even find anywhere online to change (or even view) this number.  It is not in the profile section of the website.  Note we do not nor have we ever had phone service through Cox, so going into the "Phone" area of the site does not help.

After failing to find our phone number, it then tells me I have to talk to a rep and I'll be charged $10.

I'm having issues with this as well.

I've been trying to pay my bills online, unsuccessfully, for a few days now.  When I log in, and click, "View/Pay Bill", my balance comes up and there's a button to "Make A Payment".

I click this link, and get sent to a page that looks like part of it isn't loading.  I'm running Safari 5.1.7, with the latest Flash and Java updates.  Firefox and Chrome both gave me the same result.  There's no where for me to click anywhere to actually make a payment.

And when I called to pay, I entered my account info, and followed the directions to make a payment, at which point I received a message telling me that "We are unable to process your bill at this time".

I work at night, and sleep most of the day, so calling the Service Center is not my best option, especially if that involves an additional fee.  I'd very much like to pay my bill, as to avoid any service interruption.  Please let me know how to achieve this.  Thanks!

I have had the exact same issues as the previous posters.  I have logged in using my primary User ID, my email is attached to my account, I am on my home desktop that I have used to make all of my other online payments in the past, and I have also cleared my cookies/tried Internet Explorer, Mozilla Firefox, and Chrome.

After doing all of these things, I still cannot pay my bill online.  I click the Pay Now button when I am viewing my online statement, and it brings up a screen with my account number and nothing else.

Luckily I was able to pay my bill using the phone service, but I just thought I'd let you guys know that this issue exists.

wow, this thread has been going since June 14th?? and it is June 27, and I am unable to pay my bill tonight, I would think COX would have internet geeks to fix these types of things.....

We received a letter saying our account of $35.82 was being sent to collections.  We moved out of our apartment on June 1, and on our online account it says due date July 02, 2012.  Figure that out how they can send something to collections in less than 1 month considering I've been making an effort to pay it online.

 I had already paid the account via my bank's online billpay the same day they sent the letter out (bank sent a paper check in the mail to Cox), so at this point our account shows $0, but seriously fix your payment system before I move into my new house and need an internet connection.  This is laughable.

I think the problem is that a lot of people are THINKING that they have logged in as the "Primary" user, when in reality, they have not. I had the same problem at first.

In my case, the Primary user ID is the very first email address I set up with Cox. But I don't use that one any more, because I was getting too much SPAM. (And the very first SPAM I got must have been because Cox gave away my email address, because I hadn't given it to anyone yet!)

And it appears that there is no way to change your Primary Cox User ID.

One time I called the automated phone system and asked for a live person, and I explained my situation, and they waived the $10 fee.

I have never been impressed with any of Cox's web sites. They are archaic, error prone, hard to navigate, and slow. But I basically like their actual service. Oh, and their cable TV rates are too high for what I would consider basic cable.

This is the worst website and on line billing service i have ever encoutered. First, it is difficult to get to the "Pay Bill" area.

Second, when there, the saved information in the required fields section does not activate, and i am asked to complete ALL fields including bank account details.

Third, when all this is done, I am asked to put a "name of cardholder" when that information is already stored, and will not allow further entries.

 Last resort is to call a representative and ask for the $10 fee to be waived for not paying on line. How demeaning and frustrating!

I've now wasted over 40 minutes with billing support and technical support with no resolution to the problem.

Considering that Cox is a "communication" company, perhaps they could reexamine how they are miscommunicating with their customers. After all, i'm only trying to make a payment.

Any more frustration and i will be switching.

I literally dread when I have to pay this bill because their app just doesn't work. I login, it kicks me back to the login screen. If it does manage to log me in, then sometimes going to the next step will also kick be back to login. Sometime I'm able to log back in, sometimes I can't. I literally cross my fingers every time hit submit because its so inconsistently bad. I try all major browsers as well, usually ending up on IE since that seem to have more success than chrome or firefox.

Please fix you web app! we are just trying to send you money and it shouldn't be this difficult.