New Contributor II
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7 Messages
Anyone have ACP dept phone # --Representatives should be educated better about ACP and not be condescending
Extremely frustrated and saddened at the treatment and lack of knowledge by some Cox employees. I called requesting to speak to the ACP dept. I have spoken to them in the past and the gentleman told me there were two specific people assigned to these accounts. I do not know why the agents act like they have no idea what I am talking about, its a secret & refuse to provide the number or transfer.
When I then ask for "customer service" I find out later that they say "Oh well I am tech support, not customer service but.... " wait what? So not only you cant help me but you lied.
I was transferred 4 times- all agents tried to tell me I was not going to get a better deal. **I want to downgrade my service. I can not afford it.** it is not about a better deal. Not sure what they do not understand. It is the whole reason I have the ACP. I only temporarily upgraded while the kids were all home for the holidays.
Eventually, I get t to "loyalty & retention" because Im told if I can not afford the bill any longer at the 1G price maybe I should cancel & provide me the local stores address to return the equipment. Great way to treat a customer of over 10 years.
Finally, I gave up and I did the downgrade myself online (more than half the speed) and now my bill is TRIPLE what it was. Seems dishonest and shady. Why cant I speak to the dept that handles ACP accts? They were so helpful. I should not be treated poorly or talked down to because I have a coupon. Can anyone please help?
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DRVEGAS
Valued Contributor
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410 Messages
I couldn't figure out how to get my ACP benefit either so I have given up 🤔
If you are having difficulty enrolling in ACP with Cox or have questions or concerns about the ACPm discounts reflected on your bill, you can receive online support with Oliver 24/7 or call Cox Residential Customer Care at 800-234-3993.
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Darkatt
Honored Contributor
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2K Messages
Cox isn't going to have an ACP department, because it's a Government program. "The Affordable Connectivity Program (ACP) is a U.S. government program that helps many low income households".
https://www.fcc.gov/acp
Here are the steps for Cox
https://www.cox.com/residential/internet/affordable-connectivity-program.html
The Government has to let Cox know that you are accepted. BTW, you only receive the credit, when Cox receives the money from the government. IF the government stops, cancels, fails for any reason to send a check/deposit to YOUR account, then you don't receive the credit on your bill!
There ISN'T a department that handles ACP accounts, which BTW is ONLY a 30$ a month from the government check to your account. Again, if Cox doesn't receive it from the Government, then you don't get that amount reduced from your check.
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GoodbyeCox
New Contributor
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1 Message
Cox is a crooked company. They denied my ACP benefit after id.me approved it. I would suggest filing a complaint with the FCC (Federal Communications Commission). I filed a complaint yesterday. I will more than likely still be switching to Verizon for internet service because Cox **!
Here's a link to the FCC page which has a complaint link also.
consumercomplaints.fcc.gov/.../4412582232980-Need-Help-with-an-Affordable-Connectivity-Program-ACP-complaint-
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ctfair
New Contributor
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7 Messages
From my experience, the best way to deal with account issues, including billing, is to go directly to the local office and deal with them face to face. The only time you should deal with them over the phone is for technical issues because they have no technical support in the local office.
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fronzizgal
New Contributor
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1 Message
ACP ph# 877-384-2575
Open 9 to 9 eastern time, I'm calling tomorrow, bummed I missed cutoff looking for # today! Email: ACPSupport@usac.org
good luck!
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