I just became a cox customer. I don't know anything about speeds and all that associated with internet. I got 150speed and it buffers so the next day I get ahold of Hugo Campos and he explained to me the difference and so I upgraded to the 500, it works for me and I'm happy enough so that I wanted to recommend Hugo Campos to anyone such as myself, he is very knowledgeable, Respectful and a true Asset to the Cox corporation. Thanks for helping me with such efficiency when nothing was to gain, but my loyalty. You made a Cox customer out of me Thanks Hugo! read more

A big shout out to Amir !! Thanks for all your care and kindness. As I mentioned to you I wish the phone in customer service was handled by someone like you. You made my day by simply being at the door outside and welcoming me when I asked if I had to put my mask on . Keep being professional & kind !!! read more

Needed to trade in my old modem for a newer one, so I stopped by the nearest store (Quail Hill Pkwy). From the moment I arrived, I was treated with fast and excellent service. A young gentleman with long hair (didn't catch his name) greeted me immediately with a friendly smile, walked me over to the desk, asked me how my day was while he pulled up my account, swapped the modems, updated the records; all in less than 5 mins. Now that's what I call speedy service!! Thank you read more

I am having a very bad experience with cox right now. There was a delay in my payment by few days and they disconnected my line without telling. you know these days - they have this small write up below every page - please read the conditions blah blah" this activation charge - i reached out - can you please consider..no way as per customer service...so i dont know what to do now.. they mentioned as per this condition activation fee of 20$ will be charged. disgusting. and very poor customer service. customer service - both billing as well as sales dept will not leave until they get things done no matter even if you talk to them for 1 hour. thinking about what to do now read more

Three people working- no one even looked up when I walked in - finally one asked if I needed something (returning items as I moved out of Cox service area). He motioned me over, accepted materials and NEVER ONCE looked at me. A robotic "have a nice day"-still without looking at me. Wow. read more

Been to this store twice just to return a box. Estimated over an hour wait each time. Left. Twice. Still have the box. Cox can come get it if they want it. Horrible service. Should be embarrassed. read more

I have virtually all Cox services and so sadly am locked in. I have now had no tv service for four days; during those 4 days I hung around for an hour and a half PAST my service appointment interval, went MYSELF to a Cox store to replace the Contour box losing all my prerecords and THAT box doesn't work, and spent a combined 5 hours on the phone with people who couldn't do a THING to fix the problem. After the tech left last night I had service for a couple hours until I went to be; this morning it's back to exactly the same situation - NO SERVICE!!!! Do NOT choose this company- you will regret it! read more

Horrible customer service. Bill is always higher than they say. Making customers take a phone to get a "better deal" is annoying and makes no sense. I've already cancelled, just trying to drop off the boxes. And even the employee here is rude! Told me to sign in and not I have to sit and wait just to drop off 2 boxes??! read more

I went to the Quail Pkwy store today expecting the worst and had a really pleasant experience with Corey! Great guy and great service! I turned in a bunch of old equipment and got hooked up with all new stuff, plus supercharged my internet package, and ended up still saving $30/mth! BOOM read more

WORST COMPANY IN THE WORLD I had issues with my internet connection 6 times and they recommended me to get a faster internet which was $10 extra. I still had problems, so I called them for help, but all I got was a lazy worker who did not give an absolute shit about his job Cox charges a fortune and dos a shit job read more

I have a few words inconsistent,unprofessional inappropriate,rude,demeaning, lazy. My experience with the two Unfriendly gentleman watching TV instead of doing their job helping a customer advised me that they were unable to help me with my current situation scheduling an appointment for a repair. They told me to go to the city of Irvine and bug them because repairs need to be done underground or better yet maybe I could get a shovel and start digging myself. I asked if they could help me call for a appointment to rectify my situation. They told me go home and call it's going to take 45 min. I was really upset with the customer service I was receiving. COX has been our go to cable company for 20 years. I went to Target bought a Google Chromecast and I love it ! Streaming live tv through Hulu's tv app. Sincerely happy read more

Their internet is a fking piece of shit, extremely unstable and yet they charge you a lot

We went to the store today to return our cable boxes, as the monthly fees are now to expensive. There was no wait time and Hugo (Quail Hill) helped us immediately. He provided excellent customer service and understood our reason for cancelling our cable service. I had spoken with a customer service rep. earlier in the week that stated we would need unlimited streaming service. However Hugo confirmed this was not required and didnt try to "sell" us any additional services. Shout out to Hugo for the great customer service and friendly attitude. This by far was the best service we received from Cox. read more

What the heck is wrong with these guys!? Went in for a simple dead dvr exchange (second visit similar outcome btw). Asked about the Contour instead. One simple question: does it support multiple routers if it's wifi based? Dude (larger male, can't recall his name.. A Sunday at 1pm) says "I don't even know what that is." Not in a joking way, in a "don't bother me or ask me anything this is the last place I want to be" kind of way. He then said "you'll be leaving with nothing in hand today. Ill have a tech scheduled." Excuse me? That's why I am here and I AM a tech. I ask the jerk if I can just take the contour with me and install it. He says "we don't have them here." I said something like "ok, just give me the updated version of a standard dvr then." He walks away while I am mid sentence and comes back and sets a box on the counter. Says "there." Yeah. I said "old remote will work? Has an ESATA port?" He said "yes and yes." I said "actually can I get a different remote? This is about 10 years old." (And it was). He mumbled while he walked into the back again. Came out with a remote. I left. Got home, he never added the dvr to my account. 2 more calls to cox to get it provisioned for my account. Really? The guys on the phone were helpful but this guy in the store was a 0. Ill just head to the store off of Culver if I need an intelligible response without an attitude. read more

I've been a Cox customer for over 10 years. While my service and experience with Cox had (still has) its ups and downs, for the most part Cox has satisfied me and my family. This particular review however is not based on the stability of my internet connection (surely will guarantee a lower rating) but based on customer service. My fiancé and I stopped by this store after work to set up our cable since we will be moving into the area shortly. We spoke with Hugo Campos and he could not have made our transaction smoother. Now, my fiancé and I have different views when it comes to cable and internet. I don't watch a lot of TV and find most things unnecessary. He disagrees with me since he's an avid TV watcher. Hugo Campos was patiently able to explain everything to me (new technology and gadgets) as well as help us come to an agreement over what services we need in our new place. We were in and out of this store within 30 minutes. I was very pleased with the customer service I received here and recommend this store to anyone who wants to try Cox. 5/5 read more

I would have given zero stars but forced to give one. Very long story short. Sold a bundle for 139.99 contour package which turned out to be over 200.00. The breakdown is in the fine print. Bottom line is no one cared, box never worked correctly by Cox's own admission and forced to pay a bill I did not agree with. Pay back........ AT&T Uverse. Cox....... never again - you lost a customer. read more

Not sure if this the right Cox Communications place to review my service with Alberto nava 76760 because I live in Lake Forest but want to say he was polite and fantastic! My appointment was scheduled for 1-3:00 and he called at 12:35 to say he was on his way and arriving about 20 minutes. He was very nice, considerate of my time, and very helpful to answer all questions. He never was in a hurry to leave and took the time to get the job done! Thank you Mr. Nova, you're awesome!! read more

COX gives the worst service ever. Our cable, Internet, and phone was out for over 10 days and we could not get any help. Every time we called we were told there was an outage and they had no idea what was causing it. Supposedly, they sent technicians into the field to remedy the situation but to no avail. We were unable to work, listen to the news or watch TV. We could not even make a phone call from our landline or send a fax. We spent over 20 hours calling COX from our cell phones and did not get anywhere. Run away as fast as you can from the service, use any one by Cox. They are the absolute worst and they do not care if you are a long time customer.All they care about is charging you an excessive amount of money for a service that never works. read more

If I could give a zero rating I would! I agree with everyone who has reviewed here on YELP. Cox is crooks. Their direct mail advertising, TV marketing ads are deceiving. I still don't know what happened to the gift card promised by one of their reps in which I qualified for. Also, Irvine has given them a monopoly to service residents here. It's so disappointing! Bring on the phone is one of my pet peeves. I know I end up on the phone with them for an hour at least each time I call. I'd rather have a root canal. read more

I am a new customer and ordered COX internet service some time ago from phone and Cox gave me a great first year promotional offer for premier 100mbps. Then when they installed it, they only gave 15mbps and billed me for essential internet service which was totally not what I ordered. I obviously was pissed when I found out so I called up their customer phone line told them the name and extension number of the customer rep who I first ordered it from and they still could not fix their problem, I was put on hold and transferred to 4 different departments and not only did they not fix my problem, they messed up and switched my plans again to a wrong plan. So I decided to just walk to this store and talk to a store rep. The customer service here was the polar opposite from the phone customer service. I was treated extremely FRIENDLY and Hugo Campos in 10mins quickly fixed my order! :D He said I'll have to come back in 6 month to continue the promotional offer so hopefully he keeps his word and I won't have to deal with a mess again. Will update in 6 month. Tl;dr Don't order by Cox's main phone because they mess up your order and are extremely rude, instead go to this store where their employees are extremely nice and quick. :) read more

I currently had Cox internet only and had gone into the store to see about getting cable TV. Amir couldn't have been more helpful. He spent a good 30 minutes with me choosing just the right package and getting a good price for me. When it was time to order, we hit a snafu re me having a freeze on my credit with all 3 agencies. I had done this following the Experian breach. Unfortunately, there was no manager in the store at the time. I left the store not getting the cable TV and Amir called me within 10 minutes saying to come back. He had emailed his manager who then fixed the problem. Thanks for the great service! read more

Here's the deal. This place gets some bad reviews but if you really think about it, people are more frustrated with Cox Cable, not the actual store. If you hate Cox that much, go to Dish or Direct TV. This review should be about the store and its employees, not about how much Cox Cable sucks. That being said, I actually had a pleasant experience at this store. It's nice to have a walk in store where I can exchange defective equipment, manage my account or upgrade services. Can you imagine if you had to do everything by mail or have a service technician come out every time you needed a new box? Am I totally in love with Cox service? Absolutely not. They are way overpriced for what you get. But I also live in their area so I don't have much of a choice. So we're forced to deal with what we have. We should make the best of it. The store is pretty nice. You walk in, put your name in the computer queue, have a seat and wait for them to call you. They have plenty of replacement parts and devices to exchange out and the employees are actually really helpful. read more

Excellent service. Stopped by for a couple of things; my new Mini Box, update my DVR, set up an appointment for another connection, review my bill. Hugo Campos, along with other staff were at the door to greet us. Hugo took care of everything in less time than it takes to order and get food at a restaurant! Thank you, Hugo, for making it so easy and stress free. I'll say it again... EXCELLENT SERVICE! read more

Cox's new whole house cable television box, called Contour, has been a big disappointment. I'm about to return them for the old boxes, primarily due to features that were not carried over to Contour, including; * Automatic high definition *. Unable to search guide by theme, such as live football. With so many stations now, searching through the entire guide is a pain. * No movie star ratings. * When in the guide you cannot hit favorites and just look at the upcoming shows of your favorite channels * All DVR recorded shows are mixed together throughout the house for different users, compared to separate recordings for each TV under the old system. *. The new service cost more. On the positive side, recording up to six shows at the same time is helpful, you don't have to worry about conflicts, and the functions that are provided work just fine. read more

First of all, COX service is terrible. We pay for the most expensive one because our residential neighborhood forces us and only allows Cox, still had to buy a wifi extension to even reach two rooms from the box when it's supposed to be a full panoramic service. Then I showed up to the store a week ago during business hours and they were closed with no sign as to why they were randomly closed. Called the entire next week trying to see if they were actually in before driving all the way down there again and nobody has answered. Terrible service from start to finish. read more

If I were able to give zero stars for installation service I would. I have never been treated so horribly by a cable company, or any company for that matter. Where to start......The tech was scheduled between 5-7 to hook up our internet. Between my Fiancé and I we each work about 60+ hours a week and making time available is difficult. I called a couple hours prior to our appointment to see when the technician would be expected to arrive. The COX representative told me 6pm is when my technician was scheduled. At 5:25 I was called by their dispatch Lady saying the driver was there. She joined the lines so I could speak with him. I told him that I could be there by 6 and he said it was only their policy to wait 30 minutes. I told him ok I would leave work (even though my fiancé left work early to make it by 6pm) I could be there in 15 min. He told me he would wait until 5:30. I told him his math was wrong, that If the policy is to wait 30 minutes he should be able to wait until 5:45, He then said he would wait. So now I have left work two hours early and I bust a move to get home. I arrive at 5:41, before the 30 minute mark and the tech had already left. When customer service tried calling him he ignored the calls and he also canceled the installation before the 30 minute mark. I even offered this guy a $15 Starbucks card to wait and told him I'd tip too, he basically told me to go eat sand. It's a few days before Christmas and I am at my stress limit. Both my fiancé and I left work early to get this done. This guy was rude, condescending and clearly has no customer service skills. I know it's not rocket science to set up internet but can you please at least hire people who have the patience and communication skills of an adult? I am cancelling all business with COX and sending a letter to their PR department, HR and the Irvine Company. A few of my neighbors have had similar issues and I hope at some point it costs them their contract with Irvine. read more

As I walked through the front door, I was greeted by specialist named Joey Lopez. I had situation that happened with Cox and I explained it to Joey. He right away proceeded to help me. Joey ended up solving my problem. He is kind, helpful, and caring. Joey made my day. Stop in by this location and ask for Joey, he will be able to help you out with anything! Definitely 5 Stars!!!!! read more

Went to the store, couldn't find it on google maps.. Don't know why the location is weird, maybe it's not cox's fault. Well anyway I had to go there to verify my id. Took five minutes, they gave me a free cable. Now I can start playing with all the cox I want.. read more

Cox Store - Near the animal hospital.. Google maps sucks butt - Television Service Providers Near Me - Irvine, California

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I am writing because I have attempted to obtain the $39.25 credit balance for my mother-in-law, who is currently in hospice care, that has been on her account since well before April 2018. JC and Al at the Irvine Cox Communication Store both promised her credit would be refunded. I have contacted customer service multiple times and still have not been able to get this resolved. She lived at a local assisted living apartment with a group cable contract. We discontinued her phone service last year because she was no longer able to use her phone. In April I spoke with both JC and Al at the Irvine store location and both promised the refund would be issued to her. FYI I also have power of attorney to take care of her needs. It was explained to me at that that time that her account would have to be closed and reopened in order to receive her credit refund. However, she never received it. EVERY SINGLE MONTH since I have received a credit balance statement showing the $39.25 credit balance, even though the request was made in person, on line and over the phone (multiple times) for the credit to be refunded to her. In October, I went back to the Irvine location and JC happened to be working but was unwilling, unable or incompetent to assist me in determining how to resolve this issue. I asked for a manager who was not in the store. I asked for a phone # to contact someone and JC was extremely unhelpful and would not give me a phone number to speak with someone directly. I finally was able to get through to the Customer Loyalty department at numerous transfers and I was told she woud receive a refund. But as I look at her account on line I do not see an indication of a refund. COX IS KEEPING HER CREDIT BALANCE ILLEGALLY. I have requested the refund be returned to her and will take legal recourse to obtain what is rightfully hers. I was able to communicate via live chat on their website with Jhonny P. who indicated she should receive a refund in 7 business days. We will see if she is refunded her credit that they have held on to for over 1 year. read more

We finally got rid of Cox cable after 20+ years of suffering inconsistent service and bad cable boxes. Because of trees we couldn't get satellite so we were stuck but... we finally cut the cable and have totally free TV. Now we get to plan what we will do with the money we're saving and we no longer have to deal with the frustration of service interruptions. Yay! read more

I met really helpful staff, Chelsea Warn in here. Thank you! Chelsea! She is really impressive because she tried to listen my complain and questions carefully, and then she did her best in resolving every problem. I have been here for several times, but every staff always give me answer curtly. I hope to meet her when I have some problem again! read more

This review is for my call with Aaron at the Quail Hill Cox Store. Aaron resolved my problem in 10 minutes, whereas my prior calls and chats through the general Cox billing support line and online chat that took over 4 hours of my time didn't get anywhere. The chat agents have no authority to fix billing issues, and the two escalation cases they created didn't have any resolution. No one ever called or emailed me for days after the escalation cases were created. Eventually I gave up on waiting and called in to the main billing support line. One phone agent I spoke to could barely speak English and I had a tough time understanding her, and she understanding me. Another phone agent couldn't get her system to work so I wasted 20 minutes waiting for her to reset her system, and even then she couldn't get it to work so I hung up. I almost gave up but then made a final attempt by calling a store. Aaron from the Quail Hill store listened to my problem, came up with a solution immediately, and followed through with the resolution. In all my 10+ years of using Cox, Aaron has been the absolute best I've worked with. I hope Cox treats him well career and compensation wise as he's a keeper. I was very close to cancelling Cox altogether until Aaron saved the day. If Cox cares about customer retention, then please use Aaron as a model for how reps should be trained to work with and help customers. read more

Bad Customer service - I went in to store for 4 issues. Return items, no access to two email accounts, billing dates and pay bill. Greeted right away, then told to sign in. Rep took bag with the return items then brought me receipt and said all is taken care of. I explained I had other issues. Hard to think or to do business with thumpa thumpa music blaring. I asked to have it turned down. Never happened. Luis could or would not show me a screen with my bill. He told me to call the Cox phone number, Pointed at couch, told me to use my own phone and went behind wall in employee area. After I called in Rep Inez apologized and said Luis could have helped me. I had an email from Cox saying they were not supporting my email. She said I had to call technical. I asked if she could handle it she said she transferred me but she hung up on me. When I went to leave store I asked to speak to manager. Other reps said LUiS was manager. When service is working it is the best but their customer service was terrible. read more

You'd think a company that has a 1 star average in their reviews would do something about it but Cox knows it's the only game in town. ATT is worse in some ways. I told them 20 years ago I'd never use them again. I have friends that have regularly confirmed my feelings. Regardless, my gripe with Cox is they make it nearly impossible to delete email. Only 50 at a time. I travel a lot and don't have time to log onto their website, access my email and delete away. I have 35,000 emails I've been chipping away. At 50 a time, about 3 - 4 minutes to process, through their painfully slow web mail, it takes a lot of time. Gmail is a breeze! All the other sites I access are fast. After the technician laughed at me and chastised me SEVERAL TIMES for having so much mail, I asked if their was a faster way. He said, "We want to protect the consumer by not deleting them all at once. Just sit in front of the tv and delete." "I rarely watch tv", I said. This is the 21st century, right? People actually live for a time in space. Why can't they make it possible for me to clean up my email box? Gmail does. read more

I have been with COX since 1997. It has been a struggle last 9 months dealing with customer service on the phone. I finally tried going to the COX store in Quail Hill Shopping Center. As soon as I entered I was greeted and my name taken. It took less than 2 minutes to get help. Aaron was fantastic, efficient, knowledgable and extremely helpful and NORMAL. I also had the pleasure of interacting with Austin. Austin helped me as soon as I came in. He was great and then Aaron came over and they both put my faith back in COX customer service. Dr Jay read more

Horrible company! Get Google Fiber and stream with Roku! Best decision I've made. Cox committed fraud by taking monies out of my account twice without authorization. I didn't sign up for easy pay which they confirmed if I had I would have received an email confirmation which I didn't and they confirmed nothing was sent. They admitted to taking these monies out without authorization and wouldn't terminate my contract without charging a fee. Based on principle, I paid that fee and will look into a class action lawsuit since many customers share similar experiences. Let's see, no other internet service provider requires contracts anymore and now with streaming you don't need cable. Which, Spectrum and At&T provide without contracts. Cox....your days of doing business are coming to an end! You made the USA Today list of America's top 20 most hated companies! Goodbye! read more

I've had reason to go back to this store a few times in the last couple of weeks. The first was to get a new receiver and have Red Zone added which went very well. After receiving my bill I noticed that Cox had overcharged me. I went in today and spoke to Eddie who took care of everything and got my bill back down to where it's supposed to be. I'm assuming that Eddie is the manager so I'm basically reviewing him. He's the greatest. Very friendly and just aims to please. They should give him a raise or promote him!!! read more

If you need to set up service or visit any Cox store, I would recommend going to another. Although the staff were very friendly and quick to assist me, the 100 mbps internet I was paying for only came out to be around 30 mbps when I came home. I called the Cox customer service, and they told me that the only solution would be to call back to the store. However, this particular store does not pick up their damn phone. After calling for nearly an hour with no answer, I totally lost my patience. You can't even leave a message because it requires an extension number. Do your business with another Cox location, preferably one that actually answers their phone. read more

I came in to return my cable box and they were very helpful. I agree with the other reviewers. The employees at the store are great but since the other reviewer's experience with Cox wasn't great, their review is based on that experience. Hey, if you have problems with Cox, do something about it.... There is Uverse ( they suck), satellite, or just "cut the cord". read more

Cox Communications do not care at all about their customers. I was having an issue with my cable so I called and began troubleshooting with their representative. As I was rebooting my cable box, I asked the representative to inform me of my monthly statement. The representative told me I owed $1,035 and began to ask for my routing number. I hung up on the representative. I called back to complain and did a feedback survey with a so called manager. The manager told me I would be called back 24 to 48 hours. This did not happen. So a few days later I called and talked with another manager. This manager said they don't do call backs. What? Needless to say Cox sucks! If you can go somewhere else. read more