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
Why is Cox Communications STILL NOT Connected with the History Channel?
I tried this when the History Channel first came out with their app for the XBOX 360 a long time ago and today I figured that I would give it another try because SURELY Cox has by now linked up with their authentication service. To my true disappointment I noticed this STILL has not been completed and I feel the need to voice my discontent in finding this out. If anyone from Cox actually reads and/or replies to this thread.... (a practice critical to actually running a customer focused company inline with their presumed marketing flubber)... then please briefly explain to us all the following: Why is your customer authentication system not linked up with with theirs yet? If your response to the above question attempts to place the blame on the side of the History Channel then please explain to me how they manage to be connected with every single Cable TV provider in the entire Nation (~50+ providers)? This is evidenced by simply visiting their default Activation/Authentication page located athttp://www.history.com/activate (note: you must select the Roku or XBOX button prior to being able to see that use list of Cable providers) Please further provide us some insights into how many of your other current Channel Content Partners provide online viewing for which you currently have not properly implemented the same Activation/Authentication procedures? Please provide a general timeline in regards to when Cox Customers can expect such implementations to be completed? Although I am sure that the vast majority of remaining Cox subscribers do not use such services, your company needs to recognize that by failing to simply ensure such capabilities are treated as priorities you give people like me (and I am sure many others) just one more reason to look for alternatives out there. Get it together guys! Respectfully submitted, CH27KViews0likes8Comments
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$240 early termination/disconnect fee
Summary: I recently called to downgrade my cable to save a few bucks and to eliminate channels we do not watch. I was told that I was in a 2yr contract and I could not make any changes to me TV, but I was allowed to change internet speeds. 1 year ago: When I initially called last year to cancel TV, I was talked in to upgrading my TV and get faster internet for $5.00 more per month- I even got a titanic cable box for HD channels and a fancy remote that I only use 4 button--and she did mention that it was a 2 yr contract, but that the loophole was that I could change services at anytime, BUT I WAS NOT ALLOWED TO DISCONNECT services--so I thought that wasn’t a bad idea, I don't not need TV, but in the future I could downgrade to basic cable and internet we do need for work--so no plans of disconnecting. Yesterday: I explained what I wanted to do and she said that there would be a $240 early termination fee and that this was explained in my bill. Now I receive my bill paperless, and not sure if anyone else has trouble logging into to COX services, it usually does not work for me and if you log in and click on the link to check your bill, it usually takes me to their homepage and logs me out. So during this past year I usually just refer to my bank statement for the amount paid to make sure things are correct. Now I noticed my bill went up ~$27 (80-->107) because I lost promotion discounts and now only receiving $13 discount. Has anyone else ran into this problem? The woman who helped me yesterday was not verypoliteand she sounded like a tape recorder trying to explain to me what I apparently signed up for. NOW: debating to A) pay $240 to cancel TV all together now since I has lost faith in COX (I just wanted basic cable, really that is all). I cannot cancel Internet since we need it for work. Any goodexperiences with Century Link? I neverthoughtabout using Netflix, but it NOW seems like a good idea for the times we want to see something on the TV screen or when we have company and want to watch something entertaining. Before this, I was turned off from Netflix after what I read what they did to their subscribers (price hike) and told myself I do not want to do business with them... B)Or continuing to pay $107 till next February (total of $1,284) for something we do not use. If we sit down to watch the tube, it is usually diners, Drive-Ins and Dives (Food network is sadly turning into a MTV reality junk shows and Triple D is a shows that still shows how to cook stuff after 5pm), Discovery or Travel Channel, but I can live with out this "luxury." Am I the only one out there with this issue with Cox? thanks-73KViews0likes3CommentsEquipment Return
Before moving to Maryland I disconnected my Cox cable service and returned the equipment to the nearest cox store. I went inside, the man looked up my information and told me that he marked that I had returned everything. I asked "is that all?" I was told that I was "good to go." Now, 2 months later I have received a letter from a debt collector that indicates I owed Cox for equipment! When I inquired with Cox customer service, I was told to "just pay it' to avoid issues with my credit score. I am very upset that I have to choose between saving my credit score by paying a debt I don't owe and keeping my hard earned money. I do not know what to do.7.5KViews0likes1Comment$240 early termination fee/disconect
(re-postfrom internetforum) Summary: I recently called to downgrade my cable to save a few bucks and to eliminate channels we do not watch. I was told that I was in a 2yr contract and I could not make any changes to me TV, but I was allowed to change internet speeds. 1 year ago:When I initially called last year to cancel TV, I was talked in to upgrading my TV and get faster internet for $5.00 more per month- I even got a titanic cable box for HD channels and a fancy remote that I only use 4 button--and she did mention that it was a 2 yr contract, but that theloopholewas that I could change services at anytime, BUT I WAS NOT ALLOWED TO DISCONNECT services--so I thought that wasn’t a bad idea, I don't not need TV, but in the future I could downgrade to basic cable and internet we do need for work--so no plans of disconnecting. Yesterday: I explained what I wanted to do and she said that there would be a $240 early termination fee and that this was explained in my bill. Now I receive my bill paperless, and not sure if anyone else has trouble logging into to COX services, it usually does not work for me and if you log in and click on the link to check your bill, it usually takes me to their homepage and logs me out. So during this past year I usually just refer to my bank statement for the amount paid to make sure things are correct. Now I noticed my bill went up ~$27 (80-->107) because I lost promotion discounts and now only receiving $13 discount. Has anyone else ran into this problem? The woman who helped me yesterday was not verypoliteand she sounded like a tape recorder trying to explain to me what I apparently signed up for. NOW: debating toA)pay $240 to cancel TV all together now since I has lost faith in COX (I just wanted basic cable, really that is all). I cannot cancel Internet since we need it for work. Any goodexperiences withCentury Link?I neverthoughtabout using Netflix, but it NOW seems like a good idea for the times we want to see something on the TV screen or when we have company and want to watch something entertaining. Before this, I was turned off from Netflix after what I read what they did to their subscribers (price hike) and told myself I do not want to do business with them... B)Or continuing to pay $107 till next February (total of $1,284) for something we do not use. If we sit down to watch the tube, it is usually diners, Drive-Ins and Dives (Food network is sadly turning into a MTV reality junk shows and Triple D is a shows that still shows how to cook stuff after 5pm), Discovery or Travel Channel, but I can live with out this "luxury." Am I the only one out there with this issue with Cox?12KViews0likes0Comments