Caitlin G.

When I initially set up my service, I told the representative on the phone I did not need service until nearly a month after we spoke, as I would not be living in my new apartment until then. I was told, "okay no problem. I'll make note on your account of your service start date." When I moved into my apartment, this was not the case. Come to find out, the representative started my service when we spoke even though I clarified my service start date. I was being charged for equipment and service that I never even received. Nearly $300 in charges just to resolve the issue! Made a few trips to the store itself just trying to find a modem that worked. After the fourth one, the internet finally connected. The modem will reset itself randomly without warning, or you have to reset it yourself at least once a week. Sometimes I had to reconnect my devices manually to get them to connect to the service. Service is spotty, you get a decent connection when close to the modem, but if you have multiple devices you want connected forget it. Half of them won't even get a good connection! Flash forward to when I tried to cancel my service. I returned my equipment in store and cancelled my service in store. Two weeks later, I receive an email telling me my equipment was not returned and that I'm facing a $200 unreturned equipment charge. I clarified to them three times that I returned my equipment when my service was cancelled. I was told that it was noted on my account and should be resolved in 7 days. Great, right? No, because now a month later I'm receiving a bill for $200 for "unreturned equipment" that I don't have! There was never any note made on my account for my equipment being received, and the store has not notified Cox it has been returned. They require you to have a receipt to prove you've returned the equipment, otherwise you have to jump through more hoops with their debt department to get the issue resolved. By far, the absolute WORST provider I've ever had.