Panoramic Wifi Gateway App Issue
I can not believe I have to come here and complain about such a popular and MUCH NEEDED WIFI SERVICE IN A TIME LIKE THIS, it will now be 2 weeks since multiple devices in my household CAN NOT connect to the internet because I paused them and then they had an outage and ever since my WIFI app does not work it says there is no devices connected but i have over 5 devices connected, soo i can not locate the devices in the app and un-pause them. 5 chat reps, 3 phone calls AND a tech to my home whom was here under 5mins and stated he would be back with a new modem 7 days later and he STILL HAS NOT MADE HIS WAY BACK this is unbelievable! If you are here looking for internet RUUUNNNN.... outages every other week during the pandemic i nearly lost my job, and reps just kept saying they are overloaded with everyone working at home in my area, Well ppl are making there way back to the office here and yet still outages are VERY often with Cox!!! Yet stilli havethe FULL financial responsibility of $200+ a month with them! IF i had another internet option TRUST ME I would leave almost three years with them now and it has been COMPLETE TRASH. If i knew how to take legal action I WOULD, because they have been robbing me of my bill for three years now for a service they have NEVER been able to maintain. I hope this messgae reaches Cox moderators and pepople looking for this service I one to thought they could provide.1.2KViews0likes1Comment
Worlds worst Customer Service
Congratulations Cox! You win the 1st place incompetence award for having the worlds worst customer service! Many of your CS agents are utterly useless! They lack knowlege, talk in circles, contradict themselves, and some outright rudely refuse to do their jobs! This is a result of bad training, bad management and bad employees. If you care about your reputation, why would you allow your company to be represented by so much abysmal failure? I know you also have some excellent CS reps, I give kudos to them, they are working extra hard to pick up the slack. Let go of the incompetents and reward the good ones they deserve it!1.1KViews3likes1CommentWORSE CHAT SUPPORT EVER
Issues and concerns not addressed. Empathy or concessions was not provided nor was any ownership taken. The worst experience i have is always with cox and chat support. Horrible. I had moved service 4 months ago. Since then i have contacted cox on numerous occasions about the lies and broken promises via chat and service issues. No one in the chat department cares or even attempts to help besides "i can troubleshoot" The tech who installed my service lied about everything possible. I requested my home to be rewired, told with panoramic its not.needed and its the best offered..lies...lies..I have the ultimate package. Which recommended amount of devices 7-9. With this "upgrade" the tech provided 6 of the 7-9 slots are taken by cox devices. That is more than 50%! If the tect was honest and wanted to have a satisfied customer, he would have not suggested this knowing how many devices i have I work from home and every moment i spend rebooting, troubleshooting and contacting cox cost me money and it is now affecting my livelihood and my children.Solved3.6KViews0likes6Comments
Complaint for the terrible attitude of a phone tech support rep's (Audrey)
I have had a really bad customer support experience from cox with a support rep (Audrey) in this morning (5.29.2018 @ 9amEDT) while I called the number 1800-234-3993. I am a new customer trying to register the internet service through online 2 days ago, but due to the timeout issue, SSN info need to be filled up again. To avoid the this, i decided to call in this morning. Audrey was the customer rep who gave me a call back this morning. I was trying to explain what I saw in the online options regarding the installation fee. She didn't listen to what I said, and not even let me to finish my sentence. I repeated 3 times, and she interrupted me every single time. She rushed everything and tried to hang up the call as soon as she could. I told her the customer service was so bad, and she said "oh ya? thank you for your time....bye". I felt this extremely disrespectful. This is a terrible experience, and I don't think this is the customer service that should be provided to a future or any existing customers. I wish there was a recording in cox as an evidence to prove how bad the customer service was experienced in this morning. This is totally unacceptable attitude as a customer service. I hope you can take this issue seriously.3.7KViews0likes1CommentPAYMENTS
I have to say, Cox was not my first choice as a service provider; I had a few minor issues with the company right away but didn't think it was a big deal. However moving forward, I my experienced has changed and has been a little more than upsetting. I have had several issues when trying to make payments! I don't know if there is something wrong with their IT department or Accounting department or both! Several times now, whenever I try to make a payment, I go through all the steps and everything is fine up until the last step which is to confirm the payment. I've had the following three issues: There are technical issues with the page. This one has happened less frequently than the following two but it happens a little too often. I log in and can't even attempt to make a payment because the page is unavailable. The"confirm" button does not work; I click away and nothing happens. No matter how many timesI try it or how many different ways (reloading, differentbrowser, different computer), the button does notwork!Finally frustrated, I leave the page and decide to attempt again the following day but same issues arise. I am able to make a payment, I confirm it, and receive a confirmation number then I receive a phone call that my payment is late! This is incredibly frustrating! I check my bank statement and thankfully, no payment has been processed meaning that they are not attempting to double charge. I know that it is not a problem with my bank since I have not ever had any other issues with any other company. All three issues described above are incredibly frustrating and time consuming. I am aware thatthere are different methods of payment but I work in Corporate for a bank, 45+ hours a week, I do not have time to be making phone calls or mailing checks! The last time I called to make a complaint about this, it was notevenaddressed by the person on the phone so Icancelled my service and it seemed like they very carelessly did so. Unfortunately Verizon Fios does not provide service in my area so I had to reinstall Cox. I was told that I would not be charged for restarting everything but in reviewing my next bill, found I had in fact been charged. These issues are getting to be ridiculous, time consuming, and very frustrating. I took the time to write this in hopes that people view and respond and hopefully COX will take this issue more seriously or I can just as easily take the time to look for abetter internet provider. Thanks, A4.7KViews0likes2CommentsNBC SP 251 & 716 in Tulsa poor signal - any others with this problem
About every time I try to watch NBC Sports channels 251 or 716 in Tulsa, I either get a temporally off the air message on a black screen or a very poor quality pixelated or frozen picture and burpy audio - totally unwatchable most of the time. All other channels are working OK. Is anyone else in the Tusla area having the same problem? It seems to be that the signal Cox is buying from NBC is corrupted and something they need to fix. I just replaced my Cisco modem recently and TV, phone and internet are fine. I feel I'm getting ripped off paying a high price for channels I can't watch.Solved3.3KViews0likes5CommentsCustomer service failure of epic proportions
I just spent two hours on the phone trying to order the University of Oklahoma football game on pay per view, as it would not let me do so with my remote for some reason. I talked to five people, most from out of state. I was lied to by a technician who told me he would not send me to anyone else and then put me back in the support queue to wait on hold for half an hour. I was given bad information by two different technicians who told me I needed to order College Gameplan because the OU game wasn't being offered as a single game purchase even though the first thing you hear when you call the local customer service number is instructions on how to order it as a single game purchase using your remote. After explaining to the fourth technician I was bounced to that her information about the game not being offered as a single game purchase was patently false, I finally got a floor manager who was able to help me. This is the kind of thing you read about on Consumerist. I've generally been pleased with Cox's customer service over the years, but this is the kind of horror story that is hard to forget.2.6KViews0likes1CommentAmplifier recommendation?
We have been at this location almost 11 years and have had pretty perfect COX signal levels, never below -4. Although after switching to HD /DVR and installing the Scientific Atlanta 8300 boxes...we are as of today on our FIFTH box. FOUR have failed. Anyway, the signal recently dropped to around -8 to -9 and both of our set-top boxes drop and tile, and even straight into the set, the digital channels freeze. We did have COX service out here twice and since the signal into the house was (above -10) they are "within spec". I have a quad-shield RG6 going through the rest of the house with two taps in the path. Hence, the end of line is now below -10. (actually -14). His answer was to replace all the cable in the house. This is where the visit went downhill fast. I was sleeping as I had worked all night from being called in. So he couldn't get in the back. Since he didn't 'get his way' he will NOT come back here (good) and he threatened that if we called anyone from COX back out here we would be charged and they would take our equipment and disconnect us. Ok, go kick sand in someone Else's face. My instinct says ditch COX and go dish, but overall, I am happy with the channels and internet speed. I searched this forum for an answer to this question, but I see questions like this get diverted or quickly locked (censored) by the COX moderator. Any helpwould be greatly appreciated. I am very familiar with higher end products (like Blonder Tongue) but am not familiar with consumer products. Can anyone here recommend a good amp that can be used on a COX residential, drop with obviously NO return path change (don't want to alter ANYTHING going back into their system). Adjustable slope would be nice too. I don't think any consumer low-end product has slope trim. Their slope at the drop is also way off. Adjustable would be ideal, or something fixed around +6 to +10. Thanks in advance everyone !11KViews0likes5Comments
Loyal customer no more? - Cox simply doesn't care...
I am so sad to make this post. I started using Cox in 2007. In December of 2007 I was paying around 120 a month for Internet, and TV (with all the trimmings, HD, DVR...HBO and Showtime!). At the time i had considered both Cox and DirectTV seriously and both were competitively priced but Cox customer service and reputation won out and for SEVEN years i have been a loyal cox customer. For SEVEN years my bill has slowly drifted up, but what can you expect, companies are out to make money! However, last year i realized that my bill had exploded from mid 150s (a lot but worth it for meeting all my entertainment needs) to over 200. I called and was treated with respect and kindness by a customer service agent who quickly (*and unprompted) noted my 6 years of continued customer loyalty and 100% timely and complete payment record. He credited my account for the spike and reduced my bill to 155.18-155.63 (44.79 cox advanced tv, 25 premium *after 5 dollar discount, 39.43 in add-ons *1 dvr, 2 hd set top, movie pak, sports pak and advanced? and 39.19 internet) in exchange for a promise of one year contract. He warned me that i would need to call back next year and ask to have my discount continued or else the original skyrocketed bill would resume. before the fateful call. I set a reminder in my calendar and called two weeks ahead. Now my bill had already crept up by 12 dollars (my cox advanced tv package went from 44.79 to 51.09 (+6.3), my premium channels went from 30.00 to 31.98 (+1.98) and my discount from 5 to 4.99 (+.01), my add-ons included a +2 increase in dvr service, +1 jump in sports and information package and +.70 in movie pak....12 bucks. NOW THIS IS IMPORTANT, this was caused by an overall rate increase (according to Cox in OTHER forums...but would be a key "explanation" used by customer service to explain that i was stuck paying a 39+ increase...and that's their "best deal" b/c rate increases...). When the reminder went off last month, i called and was told that there was nothing to be done until the end date of my current promotional deal, and to call back today. They then promptly increased my charge to 220 for this month (+65), despite my calling BEFORE the expiration of my contract. well oh boy! So in the past three months, my bill went from 155.18 (two months ago) to 168.22 (one month ago, "due to rate increase that EVERYONE has to deal wtih" - Amy "customer service" rep) to 220.83. well, that is quite a jump. the fateful call. In addition to my billing issue, i also had a service disruption for the past week (pixelated screen and several channels not available) and called to address both issues. The service tech was unbelievably helpful and sweet, she was a joy to talk with...Kenny in "retention" not so much. He VERY excitedly told me that he'd be able to help for sure and reduce my rate to (drumroll) 189 (*plus fees and taxes)....oh boy! it's a savings of 31 dollars! except it's actually an increase of 34 dollars from my rate one month ago..."but that was due to the rate hike" he explained and there was just nothing that could be done about it! It's outrageous to be lied to so blatantly by customer service representatives. Amy (2nd call) would later note that the jump from 155 to 168 was the rate hike...so which is it a 12 dollar bump (which is plainly visible in my bill...) or a mystery 34 dollar increase that cannot be accounted for and occurred AFTER THE RATE HIKES WENT INTO EFFECT??? Is the explanation possibly that COX simply increased their rate for their internet and advantage plan? hmmm...well i was disappointed with Kenny's apparent lack of interest in resolving my rate and decided to shop around. Without going into great detail, i can set up a directTV dish and have more than my current plan with Cox covers plus internet for 92.98/month locked in for 1 year (includes NFL package with redzone and all games for free) and 129.98 the following (*provided there are no promotionals/discounts available...which there will be - this rate does not include the NFL package, but neither does my Cox account). but as i have been with Cox for 7 years and am a loyal consumer of their products, i gave it one more shot, maybe Kenny'd had a rough day...or maybe their protocols require that the consumer knows there are better deals available...I called back to customer service and had the blunt, abrupt and rude experience of talking with Amy. While Kenny clearly wasn't much concerned with my dilemma; Amy seemed downright excited to terminate my service. While i tried to explain that i had been with Cox for 7 years since moving to New Orleans and that i had found a very good deal for comparable (*actually better) services even AFTER introductory rate and deals etc expire with DirectTV...she just cut right to the chase (at least she was direct), noting that i had called earlier today, she told me I could take the 189 that Kenny offered or i could end my service. well I think you've sold me (just not the way i'd think your job is designed for). I can't say for sure that i'll go with DirectTV, though that deal is pretty sweet, i still have to clear it with my landlord...but my days with Cox are done. I am just not interested in giving my money to a 'near(?)'-monopoly who is just gouging people who don't know to call in for a better deal and then lying to customers about rate hikes being more than they were in an attempt to explain thirty dollar MONTHLY spike in 1 year. Cox, I think you've lost a loyal customer who purchased premium services that, even discounted, where very pricey and who made every single payment on time and in full for seven years and through three moves. Having perused this forum for a bit (and yelp...wow i've never seen so many reviews wishing for the option of 0 stars and not a single review above 1 star) it seems i'm actually late to the realization that this company has lost its way. To borrow from TiredofCox I'm tired. I'm fed up. I'm sick of calling. I don't think I want to deal with this company any more. Unless there is a compelling response from support (*not likely judging from TiredofCox's experience), I think I'm done. I've officially set my disconnect date for a week. Somebody, likely DirectTV, out there would be happy to have a customer who hasn't missed a payment in more than 7 years. Seriously, COX what's going on with you guys! Will update if there's reason to...2.8KViews0likes2CommentsLoyal customer no more? - what has happened to this company's customer service?
I am so sad to make this post. I started using Cox in 2007. In December of 2007 I was paying around 120 a month for Internet, and TV (with all the trimmings, HD, DVR...HBO and Showtime!). At the time i had considered both Cox and DirectTV seriously and both were competitively priced but Cox customer service and reputation won out and for SEVEN years i have been a loyal cox customer. For SEVEN years my bill has slowly drifted up, but what can you expect, companies are out to make money! However, last year i realized that my bill had exploded from mid 150s (a lot but worth it for meeting all my entertainment needs) to over 200. I called and was treated with respect and kindness by a customer service agent who quickly (*and unprompted) noted my 6 years of continued customer loyalty and 100% timely and complete payment record. He credited my account for the spike and reduced my bill to 155.18-155.63 (44.79 cox advanced tv, 25 premium *after 5 dollar discount, 39.43 in add-ons *1 dvr, 2 hd set top, movie pak, sports pak and advanced? and 39.19 internet) in exchange for a promise of one year contract. He warned me that i would need to call back next year and ask to have my discount continued or else the original skyrocketed bill would resume. before the fateful call. I set a reminder in my calendar and called two weeks ahead. Now my bill had already crept up by 12 dollars (my cox advanced tv package went from 44.79 to 51.09 (+6.3), my premium channels went from 30.00 to 31.98 (+1.98) and my discount from 5 to 4.99 (+.01), my add-ons included a +2 increase in dvr service, +1 jump in sports and information package and +.70 in movie pak....12 bucks. NOW THIS IS IMPORTANT, this was caused by an overall rate increase (according to Cox in OTHER forums...but would be a key "explanation" used by customer service to explain that i was stuck paying a 39+ increase...and that's their "best deal" b/c rate increases...). When the reminder went off last month, i called and was told that there was nothing to be done until the end date of my current promotional deal, and to call back today. They then promptly increased my charge to 220 for this month (+65), despite my calling BEFORE the expiration of my contract. well oh boy! So in the past three months, my bill went from 155.18 (two months ago) to 168.22 (one month ago, "due to rate increase that EVERYONE has to deal wtih" - Amy "customer service" rep) to 220.83. well, that is quite a jump. the fateful call. In addition to my billing issue, i also had a service disruption for the past week (pixelated screen and several channels not available) and called to address both issues. The service tech was unbelievably helpful and sweet, she was a joy to talk with...Kenny in "retention" not so much. He VERY excitedly told me that he'd be able to help for sure and reduce my rate to (drumroll) 189 (*plus fees and taxes)....oh boy! it's a savings of 31 dollars! except it's actually an increase of 34 dollars from my rate one month ago..."but that was due to the rate hike" he explained and there was just nothing that could be done about it! It's outrageous to be lied to so blatantly by customer service representatives. Amy (2nd call) would later note that the jump from 155 to 168 was the rate hike...so which is it a 12 dollar bump (which is plainly visible in my bill...) or a mystery 34 dollar increase that cannot be accounted for and occurred AFTER THE RATE HIKES WENT INTO EFFECT??? Is the explanation possibly that COX simply increased their rate for their internet and advantage plan? hmmm...well i was disappointed with Kenny's apparent lack of interest in resolving my rate and decided to shop around. Without going into great detail, i can set up a directTV dish and have more than my current plan with Cox covers plus internet for 92.98/month locked in for 1 year (includes NFL package with redzone and all games for free) and 129.98 the following (*provided there are no promotionals/discounts available...which there will be - this rate does not include the NFL package, but neither does my Cox account). but as i have been with Cox for 7 years and am a loyal consumer of their products, i gave it one more shot, maybe Kenny'd had a rough day...or maybe their protocols require that the consumer knows there are better deals available...I called back to customer service and had the blunt, abrupt and rude experience of talking with Amy. While Kenny clearly wasn't much concerned with my dilemma; Amy seemed downright excited to terminate my service. While i tried to explain that i had been with Cox for 7 years since moving to New Orleans and that i had found a very good deal for comparable (*actually better) services even AFTER introductory rate and deals etc expire with DirectTV...she just cut right to the chase (at least she was direct), noting that i had called earlier today, she told me I could take the 189 that Kenny offered or i could end my service. well I think you've sold me (just not the way i'd think your job is designed for). I can't say for sure that i'll go with DirectTV, though that deal is pretty sweet, i still have to clear it with my landlord...but my days with Cox are done. I am just not interested in giving my money to a 'near(?)'-monopoly who is just gouging people who don't know to call in for a better deal and then lying to customers about rate hikes being more than they were in an attempt to explain thirty dollar MONTHLY spike in 1 year. Cox, I think you've lost a loyal customer who purchased premium services that, even discounted, where very pricey and who made every single payment on time and in full for seven years and through three moves. Having perused this forum for a bit (and yelp...wow i've never seen so many reviews wishing for the option of 0 stars and not a single review above 1 star) it seems i'm actually late to the realization that this company has lost its way. To borrow from TiredofCox I'm tired. I'm fed up. I'm sick of calling. I don't think I want to deal with this company any more. Unless there is a compelling response from support (*not likely judging from TiredofCox's experience), I think I'm done. I've officially set my disconnect date for a week. Somebody, likely DirectTV, out there would be happy to have a customer who hasn't missed a payment in more than 7 years. Seriously, COX what's going on with you guys! Will update if there's reason to...4.4KViews0likes1Comment
Worlds worst Customer Service
Congratulations Cox! You win the 1st place incompetence award for having the worlds worst customer service! Many of your CS agents are utterly useless! They lack knowlege, talk in circles, contradict themselves, and some outright rudely refuse to do their jobs! This is a result of bad training, bad management and bad employees. If you care about your reputation, why would you allow your company to be represented by so much abysmal failure? I know you also have some excellent CS reps, I give kudos to them, they are working extra hard to pick up the slack. Let go of the incompetents and reward the good ones they deserve it!
