Tag:"existing customer" | Cox Community

Cannot watch recorded shows on my iPhone while on my local wifi network!
Cannot watch recorded shows on my iPhone while on my local wifi network! It’s stupid! There’s nothing special about your Panoramic wifi modem/router that allows in network viewing on the Contour app. Cox needs to stop being stupid and allow ALL customers with Contour to replay recorded shows on their devices! I left Cox for 10 years because of their stupidity. Once I leave again, I won’t be back!
DanT 2 years ago Place Apps
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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!
2foxy4u 4 years ago Place Apps
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Customer Loyalty Dept Won't Answer Phone
I need someone from Customer Loyalty Department to contact me. I've tried for two weeks unsuccessfully. I remain on hold for 15+ minutes and the call eventually drops. I do not hang up - the call drops. Because I paid my May bill at the former "discounted" rate on the due date, I am now getting threatening cut off notices because my payment was $34 short (which I've since learned was because my promotional discount has ended). I have spoken to two different Cox representatives and they have told me I must speak with the Customer Loyalty Department to reinstate the discounts. However, I cannot get anyone to answer and I'm beyond frustrated. Thank you.
Greenwood_AR_Lo 4 years ago Place Apps
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Cox App "Unsupported User" error message. . .STILL (cont. from Dec 2019)
Hi, I posted this back in Dec 2019 and it has never been resolved. REF: https://forums.cox.com/forum_home/apps_forum/f/apps-forum/24438/cox-app-unsupported-user-error-message/95190#95190 Since you locked the discussion, and every cox support person that I gave my info to never rep[lied back.. .And my emails to Corp have gone unanswered, I'm wondering if this will ever get resolved. I mean, you got me hooked on the ease of the app then pulled some sort of freakish error; " Unsupported User. We are sorry, multi statement accounts do not have access to the Cox app at this time." If you're tired of my service, I guess I could go to CenturyLink and give them a shot. Then I won't have an account that spans over 19 years or so years and wouldn't have all that nasty "legacy" junk from having your bad phone service for less than a year in the late 1990s that is supposedly somehow screwing me out of using the App today.. Let me know. If I don't hear back from you, then Bon Voyage.
Frustrated_long 5 years ago Place Apps
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Alexa and homelife skill? Compatible yet? I got the homelife because of convenience but not being compatible may need to cancel due to not being user friendly
Alexa and homelife skill? Compatible yet? I got the homelife because of convenience but not being compatible may need to cancel due to not being user friendly
Cmagsnminime 5 years ago Place Apps
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WORSE 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.
Solved
Mzzmel 5 years ago Place Apps
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Billing dispute
Hi, I am a Cox customer for last 9 years - in my recent statement, I was charged an equipment adjustment fee of $57. When I called in, I was told that this is something about a cable box which I still have. I had called multiple times to communicate that I do not have any cable box with me. Last time, I was on call with customer service and then they transferred to loyalty and finance group and they talked to me for last several minutes and the line got disconnected. No call back and no resolution - this happened on 5/24 at 7:45 PM ET. I would really appreciate a response - thank you
schaki 6 years ago Place Apps
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Cox Security Software download?
Is anybody having trouble downloading the anti-virus software from the cox.com website? I'm having problems. The page just show a small crossed out circle where the picture of the product is suppose to be and the download button is not there where the instructions say it should be.
Losso 10 years ago Place Archives
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Another Roku request
I was happy to see that Cox has granted access for the Fox Channel. However, I'm still disappointed that networks such as History and A&E are still not available. More and more people are choosing to stream channels, and I think it would behoove Cox to support these educational channels too. Thank you, J^2
JSquared 10 years ago Place Archives
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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...
bdale 11 years ago Place Archives
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