Cox Solutions Store

Reviews 3

MA

Matthew Hinkle

I would tend to agree with the customer who said "5 STARS!! If I could rate Cox five stars lower, I would!!", at least for the past 2 years. We had Cox service in Wichita for 26 years and now 8 years in the Tulsa area. They have ALWAYS overcharged us on bills and even their CSRs cannot figure out how they managed to bill us incorrectly; of course thats assuming you get the 1 in 10 CSR who is competent enough to figure out their own billing system or put together a complete sentence properly. My biggest heartburn though is the terrible equipment and the even-worse (or non-existent) service calls. First they tell you that you can only have a service appointment in some inconvenient 4-hr block of time so you must take off work to meet them. Then, they typically (happened 3 out of 5 times in 2 years) do not show up or call for the appointment that you were home for. When I have asked them why this happens, I get lame stories like "we rang the doorbell but nobody answered" or "no one was home so we left". I guarantee you that if I am taking a $hundred dollar hit$ to my paycheck to miss work for this appointment, I dang sure will answer the door or phone. My next biggest complaint is the equipment. The internet service is supposed to give us "Up to 100 Mbps" of download speed. I have complained numerous times about the slowness of the service. They have come out to check the equipment themselves and it never gets even half of what they promise. The service guy always says "well, that speed is only if you are hardwired, not wireless" but thats not what their advertisements say! AND, if it is so poor, why dont we get better wireless equipment to give us what we are paying for?!?!? OR, they say things like "Ive never seen this before" and "It must be having trouble going through so many walls" -- why do some people have homes without walls?!?!? They have upgraded their modem a couple of times with barely significant improvement, and still less than half of what is promised (and paid for). And now, (last night) we have had our 3rd Cable TV receiver/modem/unit die on us in less than 2 years! First, they told us they could just mail us one and send a box and postage label to return the old one. Ok, sounds good. After about a week or 12 days, they sent an empty box with a return label on it with NO POSTAGE but NEVER SENT THE NEW UNIT. After 2 weeks of waiting, I called the 3rd or 4th time to inquire about it and then was told, "no, we cant mail those"--Ive heard they can or they cant from 5 different CSRs, so after that run-around I asked if I could just bring it in--they tried to get me to schedule someone to come out and replace it for me but after the terrible lying service people Ive experienced, there was NO WAY we are doing that dance again. So, Im headed to the Cox store again tonight. Oh yeah, I almost forgot too--if you have shows taped/stored on the device they die with the device; they are not backed up by Cox anywhere and there is no way to hook up our own external hard drive to save our stuff, so I guess we get to forget about those great episodes of shows we were waiting to watch. My service in Stillwater with some other cable company at least had TiVo that we could back up to our own hard drive, but again theirs was 100% more reliable than Cox so it wasnt necessary. I just dont get it. Why cant we just get equipment (and people) that work AS ADVERTISED and receive the services we are paying good money for???

LE

Lee Courville

I was skeptical about going with Cox, based on other peoples reviews here and at Yahoo. I was surprised at the almost unanimous terrible reviews, but if you dont have a land line, or you cant have or dont want a satellite dish, Cox is about your only alternative. I made the call and was pleased at first with the courteous sales associate. He was surprised when I mentioned all of the bad reviews on Google, and told me Cox had just won the J. D. Power award for Customer Service. He assured me there would be no problems and said my installation would be free, so I decided to get it done. On the day that my installation was due, I waited at home through the entire 3 hour window during which the installer was due to arrive. 3 hours came and went and no internet. I called Cox and was told that the connections in the box at my apartment were not labeled and that the installer couldnt tell which apartment to hook up. The installer did not call me. I was then told that it would be another week before he could return and that it would now cost $55 for a full installation. My response was to begin reading to the customer service rep all of the bad reviews here on Google describing the same sort of problems from other customers. I was about halfway through the list of the 20 or so bad reviews when the customer service rep excused himself for a moment and then after speaking to his boss told me they would give me a $55 dollar credit for the installation charges. Apparently, they cant actually give you the installation for free, but can give you a credit to cancel it out. A week later the installer showed up an hour early to hook up my internet and only took 10 minutes to get it all working. Everything worked well. When I received my bill, there was a charge for $55 dollars for installation. The bill was due on Aug. 23. So I made call number 3 to Cox customer service and again spoke to another courteous rep who said "Oops, I see a note here that you have a $55 credit due, but we forgot to credit your account" and promised to get it taken care of right away. A week later I checked my account again and still no $55 credit. So I made call number 4 to yet another courteous service rep who said my credit had been applied and couldnt understand why the Cox website still showed my bill as being $55 dollars heavy. He told me to ignore the bill and wait for the next one. Another week later I checked my account and finally the credit had been applied. And all I had to do was make 4 phone calls and read a lot of bad reviews to various customer service reps. In the end I got good internet service at (I suppose) a good enough price, but like other reviewers met with many problems and extra charges in the process. The individual customer service reps were always polite, but seemed unaware of anything said to me by any other service rep. My advice: if you start having problems getting your services hooked up or receive extra unexpected charges, call customer service and start reading all of the bad reviews to them. Eventually, after much muddling, youll probably get a good discount out of it.

SP

Spiritual Anu

I have had service off and on with Cox Cable in Tulsa over the last few decades. For the most part they provide good dependable cable/internet service, and decent customer services. However, the reason why I am only giving them one star is due to the lies they spew and support as a company. Back in March of 2017 I had turned internet on again with Cox, and specifically told them I only wanted internet. I was told that the cheapest package they had for internet had TV included and there was no way to separate the two, and that the cost would be just over 60 dollars. At some point I had tried to get the TV side of my service to work, but it never would. I had that service for three months before I looked at the actual bill (was paperless and I looked at it from their website). On the bill, I noticed there was an internet charge and then there was a separate charge for TV which was around 20 dollars. This caused me to call them and cancel immediately. Of course they sent my call to the retention department and there I was quoted the lowest price cox could offer would be 40 dollars for just internet. I terminated anyways, and was due money back which would come as a check in the mail within six weeks. I never got the check, so I called them in August 2017 to ask where it was. The service rep told me he had to send me to the retention department in order to find out where the check was. While I was talking to the retention department, the lady tried to get me back as a customer and offered me the same internet for 40 dollars per month without any cable TV added to it. I declined her offer and told her about how cox cable cheated me out of 20 dollars per month initially, for service I never wanted nor received since it never worked. She quickly stated that their promotions change from day to day, and it was possible that Cox Cable did not offer service that was just internet alone. This is where the proof of Cox Cable as a company encourages their employees to lie to customers. She could have told me she had no idea what happened, but she decided to continue the lie and defend her coworker. I have had service with Cox Cable off and on over a couple decades, and they have always offered internet on its on. I should have never fell for the lies from the first rep back in March, and turned down service completely. I wanted to write this review and explain my experience because I believe customers deserve to know that their money is going to a company that supports and encourages its employees to lie to customers to gain money.

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