I am a new customer and I have had the most frustrating experience with establishing service.

I signed up for service on 7/21 and paid the $50 deposit originally for the 1gb at $70 for 60months. (Self-installation)

User uploaded image

The next day, 7/22, I received a text from Cox (same number that sent updates) stating I submitted a transfer request. I had not.

I called customer service to inquire and they told me I’d been mailed the wrong modem and they’d schedule a technician to do the install and they’d give me the correct modem. I then upgraded to the 2gb at $110 for 60mos. I received confirmation email stating this change.

Today when the technician arrived they told me I had the correct modem and did the install. I asked what about the modem because it says I need to return one. They said it should be fine.

The modem was installed in my living rm and when I moved to my kitchen the WiFi dropped. Completely. I logged on to my Cox account. It did not show that I had the 2gb plan and it showed that I needed to return the modem, but the tech used the modem that was mailed!

User uploaded image

I called customer service. They claimed that it didn’t show on my file I’d signed up for the 2gb at $110 even though I’ve received ~4 emails stating that was my service! Including a confirmation email after the tech left! They then tried to tell me I’d have to upgrade to the 2gb at $120 because the promotion had changed. I asked why would I have to if the error was not on my part and I have multiple emails from Cox stating I’d signed up for the plan, so how is it not showing up on Cox’s end?

User uploaded image

They then said they’d correct it and the modem issue. However, when I log into my cox account it says I owe an additional $50!! Service hasn’t started for 24hrs and I’d paid the $50 deposit on 7/21.

User uploaded image

And now the order says something terribly weird. That my service will be $0 from now until Jul 2031.

User uploaded image

This has been a horrible and frustrating experience; I would like to speak to someone competent, that won’t give me the run around and can correct these issues please.

Welcome to the Cox Community

E mail

Related Content

Recent Discussions