Cox sent me an offer for internet services, which I accepted and they sent me a confirmation email with the price of $29.99 for 12 months. They billed me much higher. When I called to complain, they variously said the offer was only good if all offered services were ordered (not true), that it was only good for 3 months (not true), or that I was a current customer and not eligible.

I had previously requested service but had no modem so never had activated service and was not a customer, which they knew. Because they did not notify me that they were reneging on the price they had confirmed to me, they practiced a 'bait and switch'. Despite numerous calls and emails, their terrible customer service never admitted nor corrected this despicable practice.

Cox sent me an offer for internet services, which I accepted and they sent me a confirmation email with the price of $29.99 for 12 months. They billed me much higher. When I called to complain, they variously said the offer was only good if all offered services were ordered (not true), that it was only good for 3 months (not true), or that I was a current customer and not eligible.

I had previously requested service but had no modem so never had activated service and was not a customer, which they knew. Because they did not notify me that they were reneging on the price they had confirmed to me, they practiced a 'bait and switch'. Despite numerous calls and emails, their terrible customer service never admitted nor corrected this despicable practice.

Our digital phone which cox insists is the best service out there has been making a clicking noise (similar to someone calling in on the other line) every 30-45 seconds. They have logged my complaint numerous times and have had home tech service at my home twice. After resetting modem and house call was assured problem was fixed. It is NOT. Now they are telling us that the problem is widespread throughout Queen Creek and are fixing it as their budget will allow. WHAT? Oh by the way they just raised rates out here by 3$ per month. I guess they have to pay for all that overtime to fix a problem that probably doesn't even exist. Cox won't say anything else about the issue except to be patient. Hard to be patient when no timeline is given or even a 3rd grade explanation as to what the problem even is.

Completely disgusted in QC
Erik M

We had Cox Communications install phone, cable, and internet on December 1st. Since that time we had continuous problems with our internet service being disrupted and we even lost our phone service for 2 days as well. I spent a lot of time on the phone with Cox Communications trying to troubleshoot the problems we kept having with the internet. In mid-December, after spending several hours on the phone with Cox Communications and LinkSys trying to fix the problem with our router I was finally told by a Cox Communications customer service rep that they would send out a technician to fix our internet service. When we received our bill there was a 100.00 charge for the technician coming out in mid-December. I was not told there would be a charge to repair our internet service/router problem when I spoke to the customer service rep who scheduled the technician to come out nor at any point when the technician was here. (We continued to have disruptions in internet service after the technician "fixed" the issue with the router.) I called Cox Communications and finally spoke with a supervisor who finally removed the 100.00 charge. We were so fed up with the problems we were having that we contacted other internet services to have our service switched over but unfortunately the earliest we could have it switched was the second week in January (I work from home and rely on the internet for my job and, unfortunately, couldn't cancel service with Cox Communications until another internet service had been installed).
When we received our bill for services for December 1 through December 31 we paid the bill in full.
In January we cancelled all of our services with Cox Communications effective January 9th on which date we were switching to another internet/phone/cable service. I also filed a complaint with the Better Business Bureau. The response from Cox Communications stated that we were charged the 100.00 for a technician to come out in mid-December to install internet on a new laptop (which was untrue) and the letter made it sound like they had done us a huge favor by removing the charge. Their letter went on to state that our services had been disconnected effective January 9th but that our phone service was disconnected on January 23rd (we had a NEW phone service installed effective January 9th along with new internet and cable service with another provider and when I called Cox Communications to cancel our services with them I cancelled ALL of our services – internet, cable, AND phone – effective January 9th and was not told when I cancelled our services that our phone service would be disconnected on a different date).
Yesterday we received our final bill from Cox Communications. The bill states that we owe 124.00. I called to find out exactly what we owed 124.00 for since we only had service from January 1st through January 9th and the itemized charges on the bill don't match up to the amount they state we owe. I was told there was a previous balance. A previous balance? We paid our December bill. I was told there was a charge for this, another charge was deducted, there was a charge for something else, something else was deducted, blah blah blah. None of it made any sense. Then I was told we were being charged for the remaining amount owed on the router and adapter. I asked why. I was told that we owed because we hadn't cancelled service within 30 days of activating our service, that we wouldn't have owed anything more on the router and adapter and could have returned them if we had cancelled within 30 days. I was never told – not when we called to schedule to have phone/internet/cable service connected or when I called to cancel our services with Cox - that we would have to pay for the router and adapter if we cancelled our services after 30 days. So now we owe for a router and adapter that we aren't using and they won't let us return them. And, in addition, we owe approximately $70.00 for 9 days of service?!?!?!?!? (Our MONTHLY bill was only supposed to be 116.00 for basic phone/internet/basic cable and they're charging us 70.00 for 9 days of service.)
I filed a new complaint with the Better Business Bureau regarding this final bill we just received and am waiting for a response to that.

(BTW, we have had zero problems with our new service provider.)

Cox seems to overcharge many of their customers, but in my case they continued to charge me after I closed my account (I was assured by a Customer Rep this would not happen).

That was 4 months ago ... they still have not refunded my money, and to try and make me feel better the latest rep I talked to said that "lots of people go through this, one woman is waiting on a $1000 refund and she cannot buy christmas presents" ... no joke! Like that was supposed to make me feel BETTER!

It takes Cox 4-8 weeks to issue a check despite the fact that they can electronically charge your account in minutes (why not do the refunds the same way like most other companies?) ... then they try to tell you it will take another 4-8 weeks to go through the mail - yeah right, what mail service takes that long?? When I get a supervisor on the phone I am told that is incorrect (obviously).

After waiting 16 weeks, they've made enough money on your refund's interest that it seems like fraud to me. I still don't have a check and now they're saying they will cancel the old one and send a new one - in 4-8 weeks! I bet they never actually sent the first one.

They also tell me they will have people look into the case and call me back. No one ever calls me back. I think they are just blowing me off and hoping I don't keep calling.

But now I feel so bad for the $1000 woman that I will make sure to call them every day. They take people's money when they know they shouldn't, and then wait months and months to get it back to them.

If I hadn't called over and over again, they would have kept my money forever. They might still be trying to, who knows. I may call a lawyer - it's really easy to return people's money to them, but that's not what they want to do.