Cox Customer reps Should Be Trained before Supporting Paid Support
On 6/16/23 Montrice called for Cox responding to ticket CUI000014430040. She said they found 6.64GB in the trash folder. When I looked on my webmail, it was empty. She pointed out that the Trash has sub-folders which contained the 6.64GB of data. I told her I had purchased the Cox Customer Care because regular support could not remote into my computer to find the problem. After contacting six(6) Cox Customer rep with three(3) of them logging into my computer, none of them knew about the Trash sub-folders! From 6/9/23 to 6/16/23 I talked to ten(10) support people with three(3) were complete incompetent, not one could fix the problem or knew about the Trash sub-folders. Three of them logged into my computer and watched me delete every webmail folder. They said that it told 24 hour for the mail quota to update and that way it didn't show any change with all folder deleted. Question; Shouldn’t there be a refund for incompetent paid support?684Views0likes5Comments
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
Suing Cox over HomeLife/"Loyalty Department"
I have gotten the complete run around for 10 months. In fact, the only reason I am now able to contact you is because I'm on AT&T Wifi. I want to know if anyone experienced this: 1) I was told that I had a 1 year opt out of HomeLife promotion and OF COURSE I wanted to do that because... 2) I was robbed twice and the video ** so bad the cops said there video is completely worthless 3) and the worst part....Cox would never fix the HomeLife problem interfering with my internet. I have a home business. The install...which they had TWO MONTHS to prepare for, was a sh&t show. The day of our move, we are exhausted. Guy shows up late, can't do the job. Before we know it, we must have had 20 Cox guys crawling our house and 10 trucks down the street - I kid you not. They put HomeLife in the SUCKIEST place possible (THE BASEMENT). They left equipment everywhere and split at 11:00 pm with an unfinished job. When, of course, wifi didn't work and internet sucked, Cox would send out a service guy. He'd say "Oh, not a problem, easy fix.....OH YOU HAVE HOMELIFE...SORRY WE WON'T TOUCH THAT AND HOMELIFE WON'T REINSTALL.) WTF!!! 4) I must've had 10 Cox guys and contractors out. They all said the same thing. 5) So, in order to run my company, I had to turn to Verizon to fix it. I'm having to run my business - on unlimited data from Verizon for almost a year. Folks, that is a $400 bill every month (Verizon + Cox). 6) For months, I begged for help. I asked out of the contract. The price for ending it fluctuated all over. It was the same price at 8 months in as it is now. 7) Then, because I was labeled a pain, I was moved into the "Loyalty Department" Gulag. No one ever gets out of the Loyalty Department. 8) I cannot sneeze without them saying "You must speak to someone in the "Loyalty Department." It is almost impossible to actually speak to someone who works there. 9) And if you do and all you want to do is start the arbitration process or pay to get out of the contract, they will send you on another fishing expedition to get you off the phone. They promise "this will work...just tell the service person this." IT DOESN'T WORK....EVER. 10) The word "Cox" is a dirty word in my house in more ways than one. I break out in hives anytime I know I have to fight for the right thing. But it's not even that. All I want at this point is to get out of this contract and despite what their own contract says, they will not allow me to do this. They even told the next tenants (I bought a new home) that they are not letting me out of the contract. How is this possible? Is Cox not subject to the terms of the contract as well as the customer? 11) I'm drafting my "Demand Letter" for the Cox Legal Department now so that I can say I did it and then, worst times upon worst times, I'll sue in small claims if the courthouse is even accepting electronic filiing. Just curious...has Cox used HomeLife as an excuse to anyone else.2.1KViews0likes1Comment
RE: FireTV Firestick
The question has not been solved, just reported to developers. I would appreciate some update. I would have replied rather than report abuse, but seemingly not available. Forum: Apps Forum Posted: 16 Feb 2016 Post Subject: RE: FireTV Firestick Post author: Becky Hi Ken, At this time there is no information regarding the release of Contour 2 for Fire TV. I've forwarded your post to our product managers so your request will be registered.2Views0likes0Comments
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
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
