Loyal customer - feel like Cox doesn't care
I started with Cox in 2008. In December of 2008 I was paying 117.28 a month for Phone, Internet, and TV. By December of the following year I was paying 148 dollars a month. My bill is now 176.44. What has changed you might ask? Nothing. I've been consistently paying for the Premium internet package, and while they've increased the speed to remain competitive, they've never deceased the price. My phone is unlimited long distance, so that's not changed. My HDTV package is the same and I don't rent DVRs as I use TiVo. In the span of time I've been with Cox I've seen my bill rise 66%!! I called the Retention folks and had a chat about this. I was going to remove my phone's long distance and just use my cell phone. Turns out that would increase my bill by four dollars. Rather than trying to figure out how to keep me as a customer, the representative spent her time telling me how awful their competitors are. When I told her I was in the cable industry myself, she just continued to condescend to me. The only option? Sign a new contract that started last month so I can lock in my rates for 2 years. 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, I think I'm done. Somebody out there would be happy to have a customer who hasn't missed a payment in more than 4 years and doesn't need technical support.54KViews0likes35Comments
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 you4.6KViews0likes1Comment
Loyal 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
Cox bill, prices and options
I have been a loyal cox customer for some time now but with the recent billing hike I have been looking at my options. Our bill went from $156 monthly up to $210. When I called asking about it, basically I was told the rebates had dropped off. After almost an hour with the very unhelpful rep we were finally offered to use our free 25m internet upgrade to reduce our cost down to $168 for 3 months. Next month this rebate will also drop off and I will be back to $210 per month. We have Advanced TV (330 channels), one DVR, 15m internet, and phone service. We have no movie packages at all. We are under no contract and knowing the trouble we recently had regarding any type of rebate I am looking at my other options. I priced Direct TV and I can have 4 DVR's, 380 channels w/ multiple movie channels as well as the same channels I currently have, their price is $110 per month after all the rebates expire in three years. With rebates this package is only $78. So I can have their tv service and cox internet and only be paying $133 initially and finally $165 after all rebates expire. Please Cox tell me why your company is so unwilling to keep a current customer when your competition offers a much better deal. I have asked about the new customer pricing, but because I am already a customer, and because I already have the TV/Internet/phone package I do not qualify.4.2KViews0likes0Comments
Bundling of services
I have been a customer for a year. My bill just jumped from $132 a month to $192 a month due to the end of a promotion. I added phone services a few months after I built my own internet/tv bundle. Does anyone know if it is possible for an existing customer to bundle their old services in order to get a low price?3.9KViews0likes2CommentsAnother 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^23.7KViews0likes1CommentWORSE 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.Solved3.5KViews0likes6Comments
Change my user name
I want to change my username. When I filled out the form to reply to a post, it asked me for forum name, I thought it was asking for which one I was replying to. But no, it was asking for a user name. I really do not want to be known as "TV Caller ID" although I wish mine worked. Is there anyway to repair this? I want my USERNAME to be "jpr9845". Or can my forum account be deleted and I can start over?3.3KViews0likes1CommentCox 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.2.9KViews0likes0Comments
