Forum Discussion

louthsm's avatar
louthsm
New Contributor II
15 days ago

AVOID COX AT ALL COSTS

This company is absolutely awful. Their service is not the greatest. There are outages quite frequently. Every time we've moved, they've given us trouble about setting up the internet in our new home. After many issues with the internet service, we decided to try a different company. I was told prior to the start of our new internet service that canceling would be a breeze, I would just have to cancel when I was ready, as they couldn't schedule a shut off more than 24 hours prior, which is odd considering they can schedule moves. Regardless I collected information from the associate about what I would need to do upon canceling my internet service. I was informed that the modem would need to be returned. Fast forward to now. Our new service was set up, so I unplugged my modem, packaged it up, and contacted cox to get my service canceled. The first time I contacted them, I was transferred three times. The final transfer left me on hold for approximately 20 minutes before I became irritated and tried again. Keep in mind that everyone else I was transferred to was readily available. I tried contacting them again. A second time I was told that I would need to be transferred and I waited in limbo for approximately 15 minutes. I tried one last time. Again, I was told that they couldn't cancel my service, that they would have to transfer me. After 10 minutes waiting for the other department I gave up. This company will HOLD YOU HOSTAGE. They will NOT let you cancel. You will have to jump through hoops to end your services with Cox. Use ANY OTHER provider before Cox. I'd rather go without internet before ever going back to Cox. What a terrible business model. 

  • Hello,

     

    I can certainly understand your concern with customer service. Please feel free to send an email with your full name and address if you wish to discuss the issue further.

  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor II

    For future reference, to cancel service just return equipment to the Cox store and tell them to cancel your account. Don't call because you have to go through Tier 1 and Billing to retention. They get paid to keep you from canceling so that's what they do, by hook or crook. The people at the store don't get paid for that so they don't care. Hopefully canceling will be easier once "Click to cancel" goes into effect.