So when you utilize their chat line you are provided with options by their automated process...none…read moreof which include downgrade service. You are left with no other option but to click on something unrelated to connect to a live agent. Once you are connected and explain you want to downgrade a service you are transferred to their "loyalty department". Waited 30 minutes last night and finally disconnected. Right now I have waited 25 minutes and not transferred yet. This is an excellent sales tactic on their part. Make you wait long enough and then you get frustrated and disconnect there by keeping their overpriced service.

Horrible customer service. I had a billing agent and rep would not even let me speak to a…read moresupervisor. No help!!!!

I implore anyone considering Cox as their cable, internet, phone, or home security provider to seek…read moreANY OTHER provider possible in your area. The service is marginal at best. The customer service has degraded to completely horrid. In December, my DVR box stopped working I had to boot, reboot, unplug replug, reboot my modem, reboot the box... basically jump through hoops hoping for it to work. Then when it did work, it stopped the next day. When I chatted with a service rep, I was told a brand new box would be mailed to my house. The new DVR NEVER showed. I continued to struggle through the many reboots for weeks. I called several times and had no resolution. On one occasion I was lied to by a service rep saying they would no longer send me a box because "this is normal behavior for the box to reboot when it updates" (never mind that I have had this box for several months and it never acted this way before. The retention center promised I would be credited $105 for my inconvenience. I eventually called and another representative said they would send a box. The box arrived and I plugged it in and guess what? IT DIDN"T WORK! I called AGAIN and they said they would send a technician to repair my issue. The technician arrived and said they improperly activated my box. He plugged in a box from his truck... guess what... IT DIDN"T WORK! He plugged in another box from his truck (his last one) and after several attempts it worked... problem solved right? WRONG! I just received my Cox Bill. The amount went UP!? Why, well yes, there was some long distance phone calls but the reason it went up is because THEY CHARGED ME $100 for the technician!!! Can you believe that? The technician who came to my house because the box they sent was improperly activated!!! Oh and by the way, I pay extra for "Cox Connect" you know the fee so you don't have to pay for a technician to come to your house... Oh, but this technician visit doesn't count... WTH! I had been with Cox since 2004. I had great experiences with Cox, but apparently now they have no interest in my business, and I don't care how much more I have to pay to get out of it, I have no interest in retaining Cox as my tormenter.