Words cannot even describe my outrage, disgust, and disappoint with their underhand business practices and sub-par technical support.
April 2011, I called Cox to inquire about changing to Cox internet service. The sales rep offered me a bundle rate that included internet, same expanded services that I previously used and telephone. I asked what this would entail and was told the price would be good for 2 years. He also said that HBO would be provided as a gift free for 3 months. I told him that I did not want HBO and would never use. Said it was a gift and to enjoy.
No offer was made regarding long distance coverage nor that I would have to use Cox long distance service. In fact I had to scramble to get my old company added. No mention was made that I had to cancel the HBO at the end of the 3 months.
A month or so later I received a letter from you apologizing for not offering your long distance company. They inquired if I would like to move to their long distance. I am really satisfied with my company so declined.
Since signing on I have numerous issues with my services. My telephone started going dead during incoming and outgoing conversations. The reception in one TV had become distorted (tiling I believe is the technical word). A tech arrived and said this was not an issue he could solve. Next day subcontractor arrived and changed the modem. They also went on the roof to change a cable line. This took x3 days because they did not reconnect the one TV. To date, the phone still goes dead, internet connection disappears day and night (I work at night and cannot connect to the
internet on numerous occasions) and even with the new cable, the reception on the TV is still distorted all the time. I now have several cable lines all over my roof and walls. I never had any issues with TV or telephone before I switched to Cox.
My last billing statement arrived and I see to my astonishment that I was charged $69.95 for the service call. Furthermore, I was being charged for HBO. I called the billing department on July 20, 2011 Rep checked my account, told me she would cancel HBO and would take off the service charge. I asked for an amount and was quoted a sum to pay for this bill. I sent in the check.
On July 26, by chance I skip through the channels and notice that HBO is still connected. On July 27, 2011 I called Cox and spoke with a different rep. She informs me that HBO was not canceled and that if I do so and not use Cox long distance, the price of my bundle would effectively not exist and be canceled. She claims that by changing the bundle (HBO) I would be changing the conditions. I NEVER asked for HBO, never use this channel, and wanted the rep not to include it but he said it was a 3 month gift from Cox.
Heather then informs me that she cannot cancel HBO because I am now obliged to use Cox long distance and she cannot override this on the computer. The only way I can cancel HBO is by signing on to Cox long distance (which by the way is way more expensive than my old company). I asked to receive a written email statement regarding all these "new" conditions. Have never received one.
Nothing works normally but am still being charged and charged more now...What a rip-off. I am disgusted with this company, their incompetent reps and their underhand business practices. Buyers beware!!!!