Frustrating Experience with Cox Cable: Poor Customer Service and Misleading Offers

Hi everyone,

I wanted to share my recent frustrating experience with Cox Cable in the hopes that it might help others who might be dealing with similar issues.

Recently, my monthly bill increased by $60 because my promotional package expired. While I knew the expiration was coming, the sudden hike was shocking and unreasonable.

Here’s a breakdown of my ordeal:

1. Live Chat Nightmare:
   • I decided to use the Live Agent chat on the Cox website to address my concerns. The first agent took an absurd amount of time to respond to simple affirmations like "Yes, please proceed."
   • Eventually, I was told I needed to be transferred to the "Loyalty Team." I waited for over 30 minutes without any response, despite prompting "Hello" once during the wait. Frustrated, I ended the chat.
2. Disappointing Phone Support:
   • Next, I called the billing department. The representative who answered sounded uninterested and unprofessional. He repeated questions I had already answered, and I could hear him loudly drinking through a straw, which was quite distracting and unprofessional.
   • When I inquired about reducing my rate, he suddenly became more attentive. However, he tried to upsell me a package that included a cell phone line, which I didn't need. This offer would only save me $10, which was not a great deal considering I am satisfied with my current cell service.
   • I mentioned a better offer I found on the Cox website, but he was unable to locate it.

In total, I wasted about 1.5 hours of my day only to find a better rate on my own through the Cox website. I remember the days when contacting customer service could yield fantastic deals, but it seems those times are gone.

Has anyone else experienced similar issues with Cox? Any tips on how to navigate these frustrating situations?

Thanks for reading.. and may you have a better time than I did.