Horrible Customer Service

Question

I had contacted Cox on Tuesday May 27, 2025 to get internet set up at my new rental address. The first call was at 6:08pm on May 27, 2025 and the call lasted 24min, ending at 6:32pm. During this phone call, your representative offered me 1GBps for $85 with equipment and the non-equipment option being $70 both for 24mo. Towards the end of this phone call, the representative said there was a “billing” issue for this plan, and that he would call me back in approximately 20min. I waited until 7:23pmwith no returned call, so I proceeded to call back. Now, I am with a different representative to whom I spoke with for five minutes and then am told to “wait one moment,” after that I was left in silence for 37 minutes with no response. I have the time stamps, call logs, and recordings of the calls.&nbsp;

widermouthopen · Answer

Oversold /pushed a deal that they later figured out wasn't going to work for you and rather then find something that would or transfer you to someone else or even just tell you it's not going to work. They made up an excuse. They were basically trying to pad their metrics. You're probably talking to some cold salesman and they probably didn't work directly for Cox and they might have even been in a different country. Also, there's the fact that Cox was bought recently, so I wonder if everyone is trying to make one last sale before the ship goes down. I suggest voting with your wallet and looking for another ISP near you. Perhaps see this as a silver lining and a time to move on from an ISP that is dying. That was strangely poetic and I did not mean to be. ☺️

dustinp · Answer

Hello mw0712,
 I'm truly sorry to hear of your experience when calling in to see about having internet installed in your new rental home. It sounds like we've really dropped the ball with these calls and will need to send feedback to work on improvements. It's my hope we can improve and gain your trust to be your provider in the near future. I've found a link to our website that has some 24 month promotions here. We also have a store locater search available to find nearby Cox retail stores and hours here.
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mw0712 · Answer

My problem is that they are the only people to offer 1GB in that area, and I need 1GB for work

mw0712 · Answer

Your link didn’t work. How about a rep call my **bleep** phone instead of your bull**bleep** chat and emailing.&nbsp;

dustinp · Answer

mw0712,
 I'm not sure if we've received your email yet; we wouldn't ask you to post your private information here, but rather ask you to email us at Cox.Help@cox.com with your name, complete address, phone, and include the URL to your forum comment. Our team doesn't have access to sales, but we can surely submit feedback and see about submitting a call for an account specialist to go over any possible options.
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