I visited a Cox Cable store because I was experiencing internet interference at home and decided to swap out my modem as per security professionals. During the exchange, I was given an open-box modem that was not sealed at all. At the time, I didn't think much of it and accepted it. After doing additional research, I became very concerned. Modems contain sensitive information serial numbers, admin usernames, and passwords. While customers are advised to change credentials, anyone with prior access to the device can still view or record this information. Having worked in a call center myself, I know how much data is easily accessible to employees. When I returned to the store to address my concerns, the associate I initially worked with was in the back, and another employee assisted me. I asked whether it was normal procedure to provide customers with unsealed, open-box modems. I was told this happens when employees check the box to ensure all equipment is inside. My concern is simple: why is this not done in front of the customer? That alone would greatly reduce the security risk. The employee I spoke with even admitted he had never considered the security implications of opening boxes out of sight, which is alarming. Customers have no way of knowing whether device information was copied or misused prior to receiving the modem. While I am not accusing any employee of wrongdoing, security protocols should not rely on trust alone. This is a systemic issue, not a personal one. I was told I could exchange the modem again, but that it would likely also be an open box or that I could buy my own equipment or go elsewhere. That completely misses the point. The issue is Cox's handling of customer hardware and data security. Management needs to address this immediately. Modems and routers should be sealed and opened in front of the customer, period. In today's world, this level of lax security is unacceptable. This is not about being difficult or "being a Karen." It's about protecting customer data and preventing avoidable risks. I love Cox and the services offered but security is huge! . Again the reps in this store all deserve raises and a year off with pay, as this has nothing to do with them doing their jobs. My stars are based on security concerns and not the employees. Thanks guys read more

Cox Store - Flabbergasting honestly - Television Service Providers Near Me - Chandler, Arizona

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My interaction here is always good but it's simple for me when I come... 'modem issues'... replace with a new and I'm all set. I hadn't upgraded yet and was hanging on to old tech... Coming in you just add your info at the kiosk and they will call your name. This time around I need to pickup a new panoramic Wifi Modem for another property. I didn't wait long and when I got some assistance, it was quick. They grabbed the device and I was out faster than others. Pain-free experience that for sure. read more

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Polite and efficient & knowledgeable employees , especially Steve. The store was busy yet I received prompt service. Store was clean & well located with easy access. read more

Stopped into this office because my ex-wife locked me out of my Internet account when I moved out of the house, but the payments were still being pulled out of my checking account. Came in this morning talked to Tommy and explained the situation and he said no problem. We can get this fixed and he got it done quickly. What made him go above and beyond? My expectation is that he shared with me other plans that really benefit me as well as Cox mobile in the plans that they have so that I can save money he was not pushy. He just wanted to share the information so I can make the decision. I don't know about the other stuff, but I can personally say that Tommy is a great person to go and visit if you have issues. read more

My two recent experiences with Cox were nothing but painless. The first experience was to switch from modem/router and landline home to fiber and smart home phone. I saved over $75 a month! I forgot the gentleman's name, but he was super friendly and polite. The other experience was to potentially set my mom up with a new account. Shout out to Bianca for answering my questions. While my mom decided to hold off on creating an account during the visit, I personally left more convinced than ever that Cox is the most valuable option. read more

Had to go to the store 3 times since staff was very un-knowledgeable (told me my bill wouldn't increase when it actually would, ....). When I pointed out they made a mistake that they said they couldn't undo, Steve Gulbin's approach to customer service was "Feel free to cancel your service". They just plain don't care ... read more

Worst customer service I have ever delt with. First they set everything up and then I get a text message saying there was issues with my order so I called and they said that they cannot ship my equipment that I have to go into the store pick up the equipment and then once I have the equipment I can schedule for somebody to come out and install it for me which makes no sense so I call back and another lady said I don't have to pick up any equipment. The technicians bring the equipment with them so she's scheduled my appointment. My appointment was supposed to be the next day from 8 to 10 AM. It's 1130 and nobody has text me or anything so I called and they said I was never on the schedule and that they haven't noted that I have to pick up equipment. They will not bring it to me. I went back-and-forth from like six or seven representatives which I kept getting transferred and hung up on. read more

Shelley was amazing and the ambience on the patio was superb. The food was delicious.

Wow wow wow wow wow! BRANDON helped me get two modems turned in from our two locations and he was probably the best customer service representative I've ever met! Thanks for handling my returns so fast and so personabally! read more

I went in with a simple request..."save me money." I had my internet with Cox but my phones with another carrier. Fidel explained how adding my two phones could save me nearly $100 a month to what I was paying. I came back later in the day with my son. Just handed the phones to Fidel and he took care of the rest. Even the store manager was there. BOTH of them provided excellent customer service. And switching my two phones over to Cox was easy. Now I'm saving $100 plus a month. Fidel...EXCELLENT CUSTOMER SERVICE! read more

Cox is the absolute worst company i've ever dealt with. all they care about is stealing your money and NOT communicating with the customers. when i went to this cox store i showed them these photos guess what they didn't care...they told me im SOL and pointed to go pay at the kiosk. Cox truly doesn't care about it's customers i was having an issue with my payment service. i've always had it set to auto payment, but due to some financial issues i was not able to pay my bill. during that time the cox app said my payment due was $0.00 when i checked so i figured okay my auto payment worked and went through. then at the beginning of May i received a letter in the mail saying i owed $230 my original bill was $58 Cox kept telling me check your bank and call them ok i get the issue was my payment but what pisses me off the most is they kept telling me we've emailed you notifications about it... guess what i have PHOTO PROOF NO EMAILS EVER SENT. the only email i got from them was we received your payment after i paid the ridiculous fee WHAT DO YOU KNOW SO convenient that you emailed me AFTER i paid you. after them saying we emailed you well guess what i never got them and by getting that email they exposed themselves to the scam they are running to get more money out of you. Cox support just puts blame on the customer and says it's not the companies fault. now for the next 3 months i have to waste my gas and drive to the store to pay... do you know freaking expensive gas is? read more

Cox Store - COX APP ERROR THEY BLAME ON THE CUSTOMER - Television Service Providers Near Me - Chandler, Arizona

Nothing said to me was true. I am having internet issues daily, how can we resolve? Let's replace your router and we can even lower your bill. Next bill was double $. I didn't ask for faster speeds, I asked for reliability. The only thing Cox changed was increasing their fee. Called today and they said they can lower if I do a 24 month plan. How can I lock in for 24 months when I have no confidence in your reliability. It was as if I walked into the store asking, how can I pay more money for less service. That is what they delivered. Internet competition is coming and Cox you are lacking. So glad I have internet alternatives. Option 4 is for canceling service. read more

Have been customers for 20+ years, and continue to have issues with the connection/speed. It's been one struggle after another.

Horrible, frustrating experience online when I needed help. My internet disconnects weekly to daily and none of the "Smart Help" or "Trouble Shooting" ever work. Their best answer to fix the issue was to pay more money for a higher package or pay for someone to come to my place..why would I need to pay extra for something that I already pay for that should work to begin with..? Very silly way to run a customer service business. read more

I switched to Cox Mobile on July 22 and because Cox Mobile is in its Alpha stage, the mobile department does not have a lot of "fix and instruct" experience for customers. I eventually went to this store and I want to thank Trey for assisting me with, what turned out to be a minor fix - for me being able to respond to a text, phone ringing and caller being able to leave a message. read more

I'm a Cox customer of 25+ years. Every since they updated the fiber in my neighborhood, we have had several extended outages that has caused me to move my internet services to a T-Mobile Hot Spot. Disconnecting cable all together. When I turned in my equipment, I told them I will not be paying my final bill due to the amount of outages experienced. I depend on internet for my job. They recently sent me to collections and are not willing to budge on the final bill. POOR service and practice. Do not use COX. There are several other options out there. read more

Cox Internet service has been down or performing intermittently for days, without a foreseeable solution in place Time to look to other ISPs in my area read more

I'm adding my name to the list of satisfied customers that were assisted by Steve G. He was so knowledgeable, friendly and patient! He guided me through the process of switching my mobile service to Cox (already a customer) and set me up with a new iPhone. Steve was so personable and upbeat as he updated my ancient and slow phone so that its data could be transferred to the new one. By the time I'd left the store, Steve had helped me lower my mobile phone bill by more than $100/month, get more service features and end up with a top-of-the-line iPhone! Great deal! I also observed Sophia and other customer service reps knowledgeably and courteously helping many others while I was there. Some people came in to complain about cable outages in the area, but the store reps don't really have anything to do with that. Still, they offered what information they could and listened to the complaints. I highly recommend this particular Cox store for their staff's professionalism! read more

Steven helped us today and he was awesome. It took some time to transfer our old phones to Cox, but it says us money and Steven was very patient with us. read more

Zach helped me today and was very good, very friendly and knowledgeable, & he was very sympathetic when I explained why I was returning the cable box and phone box (I recently became widowed and can't afford both my cable and the internet right now so I kept the internet and turned off the phone and cable). This location is perfectly located for us East Valley people. Easily accessible. read more

Make sure to get a receipt when you turn in your WiFi unit thing. I turned mine in about a year ago and now I have a $200+ bill out in collections. Thanks cox! After speaking to the collections department with cox, apparently there's some fee you get charged for canceling your service. She also said that they canceled my service not the other way around, which is absurd. Apparently I can't break up with them because they dumped me first, and they're taking the dog. Whatever. I paid my last bill and turned in my modem over a year ago, and THEN they charged me some cancellation nonsense. Do yourself a favor and dodge this bullet, but joke's on them, maybe now I'll qualify for that sweet sweet low credit subsidy read more

Cox is the worst! My wife and I moved out of state in August. I called Cox to find out where I needed to return my equipment and was told that I did not need to. That was surprising because most times there is equipment that needs returned. But the lady told me I didn't need to, so I threw it away. Since that time I have been harassed constantly to return the gear. I opened a ticket for review with customer service in September, never heard anything back and in the meantime have gotten calls and emails from cox, threatening to turn me to collections if I didn't pay the $200 fee for the equipment. Equipment they told me to throw away!! I have never in my life been harassed by a company the way Cox has been constantly harassing me. Screw Cox! If you have any choice in internet...go with someone else and save yourself the trouble. read more

TWO RULES when shopping at this Cox store: 1.Read the fine print. 2.Watch your step to avoid snakes. Came in to get Internet for my apartment. Trevor, the "specialist," was aggressive, asking 4-5 times if I was sure I didn't want to pay for the Unlimited data plan. I can get over this, and the nickel-and-diming of charging for more data on a home wi-fi network even. We chose a plan. Made an appointment for next day installation. All was fine. This morning, luckily JUST before the technician arrived, I received an e-mail with the details of my plan. It included a TWO YEAR CONTRACT worth roughly $2000, and a $240 Early Termination Fee. The Rep never once said anything about a contract, 24 months, an ETF, NOTHING. I went into the store this morning, cancelled the plan, and told them I'm going elsewhere "because the Rep sold me a 2-year contract without telling me there was a contract of ANY KIND". The manager nods his head like this is just business-as-usual, and says I'm lucky I did this BEFORE installation, implying I would've been charged $240 otherwise. I won't say who I'm switching to as I won't stand for accusations of being a shill. But I would've been stuck paying double for worse service with Cox had they not lied to my face and tried to trick me. So thanks to Trevor and the gang for saving me some money in the long run. read more

Try calling, they won't answer. Ask for a call back, they won't. Ask them to fix your issues, they say we'll get to it and then never do. I have never been more upset with the lack of customer service from a business. read more

I used to love Cox and have been a customer for 20 years but their internet service has been unbelievably unreliable over the past 12 months. We're averaging multiple outages per month. To make things worse, their customer service has gone into the toilet also. Their automated phone system won't let you talk to a rep when you're having an outage. It's sad to see a previously good company going downhill like this. read more

I've had internet for 1 month, it is down more than it works. I would think you owe customers an explanation, if not an outright refund!! I am fuming. Advertising 99% uptime, then delivering "internet once in a while" is false advertising!! read more

My wife and I just moved into Tempe, and to make a long story short knew and understood that cox was on the best and worst side of reviews for internet. Regardless, we rolled the dice and went with them. My only mistake was calling to set it up because the people on the phone for them might as well be Indian scam callers for the sake of vocal authenticity (no professionalism). After going into the store we got the 500 mbps plan with a panoramic router and it came with the streaming box which was a nice surprise. I was told it wouldn't go over $85.19 but I am now paying $90 a month for internet which as it is, is wonderful! Very high speeds and no hiccups. This is one of those business you are reluctant to use but are happy when it works out. read more

Went to the Cox store today because like many others in our area, our internet keeps cutting in and out. Phone support was of no value. We waited forever and ever to get to an agent and that was not much help. I didn't want to go through that again, so went into the store. The rep looked up our information and indicated that our last modem was upgraded in 2014! Wait. What? No that is not correct. It's been only 2 years. How do I know? I wrote my last Yelp review on Cox that very day and it was a month shy of two years ago!!! How in the world could Cox get that wrong when that was their equipment? They must have very poor record keeping practices. That sucks! Then the rep proceeded to try to sell us or rent or SELL us a modem to try to trouble shoot the internet disruptions. After pursuing a line of questioning, we found out that the router could be the problem as well so the modem may not have done us any good to try to install. That's nuts. Then, we find out that Cox no long sells the modem/router combo. So if it was not the modem causing the issue, we would have never known it router was the culprit. This techie stuff is confusing enough without the rep not fully disclosing information. Suffice it to say that I am extremely disappointed with Cox today. Not only does their phone support suck, so does their in person service. I wish there were another provider in our area we could go to. Sorry, (not sorry) Cox, you are the worst. read more

The Cox Solution store was very helpful switching to Contour and also scheduled moving to Gigabyte Internet for " free". Things went downhill from there. The work for Internet was done. It took 4 hours to complete finishing about 2:00pm on a Tuesday. When I came back I noticed TV would not work and also internal wiring was sloppy. A series of missteps resulted in not being able to get them to schedule a service visit until 8:00am Wednesday (said there was outage in area, not true was system glitch on their side) The service was schedule from 3-5 on Thursday and it was a no show. Called at 5 and they said they had the work order but never initiated it ! What? They scheduled for 10-12 on Thursday and fixed it in 15 minutes. Now look at pictures including messy wires and cable box that was installed by one group and obviously broken by another Cox service person and will get damaged by rain today and tomorrow Also being self employed I was home for 8 hours of lost billing time to clients read more

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Often I don't get good customer experience with cox but service provided by Steve M. Was an exception. Cox disconnected my old service and wasn't able to start me on a new service until they do some construction wiring and I don't know how long that will be until i have internet. I work from home and having internet is crucial. Not only was Steve able to get my internet up and running again, he was able save me money on my monthly bill! read more

Thank you Steve Gulbin for your amazing customer service today! You made getting my new services super easy and quick! I appreciate you helping me out today! I would recommend this Cox Store to any of my friends and family if they need any internet and or tv services. read more

The worst customer service I have ever had. If you want to waste money and time, you can use them. We have been with them for years. Every time if there are internet issues, they either push us to switch plans, and that always come with some unexpected fee. Or sent the technician to check, and if their technician came in to fix their problems. They would freaking charge you. Seriously? I am paying you every month. Now you charge me for fixing your own problems? (their wires or hub in our neighborhood was damaged). Every single time, they charge you. This time we decided to cancel, and they push out 1 gig internet and offer some discounts, of course. Again, a lot of unexpected fee. We have made up our minds never go back to Cox. NEVER!!!NEVER!!! They told us this is not a contract plan, we can cancel anytime. That is why we give it a last try. Now they are saying we will be charged for a cancellation fee, because it's a contract plan. They are just lying into our faces and always trying to charge more money. Cox it is a perfect name for this business, they are cocks. read more

If I was giving Cox a review it would be a negative x10 because I, as well as most others agree they keep raising your bill and the customer service is the worst. They do not care at all about the customer or if they lose your business. But ....I am giving this Cox store in Chandler a review and especially John Davis who waited on us. I was fed up with every year having to call Cox to negotiate a new plan as needed since they raise their prices so much. Someone suggested just visiting a Cox store to do this so we did. Not only were we waited on immediately but John Davis sat at the table doing numbers and getting us the best plan letting us keep our current package. Our price even went down instead of up as it has the past 4 years. Thank you John. Live and learn... do not try and call Cox for anything. It's the worst experience. Just go visit a Cox store and hopefully they will be as good as this store in Chandler. read more

My internet has been down 2 days this week, Thursday and today. I work from home. Cox is costing me hundreds of dollars, but I only get compensated $4.13. If there were another cable provider in my area, I would switch without question. Cox knows this, so they do not make improving their services a priority. Service used to be great before the pandemic, but they have had 3.5 years to fix any problems. This outage is a constant situation with Cox. read more

Steve G. assisted me in getting a new router which was why I went into the store. He then proceeded to upgrade my internet speed while reducing my monthly bill. Thank you Steve this level of customer service is rare! read more

Since I wrote the earlier review, I had one positive experience with a counter employee who seemed competent and helpful. Originally, I needed to improve wi-fi coverage in my house. Cox actually has a product for this, but the person at the counter on my first visit did not bring it up. Now if you call Cox with a technical issue, they want you to text instead of wasting any time of their employees. Nice for them, sucks for you. Try fixing interaction between a modem and router by text message. On the positive side, when I decided to add HBO, I got to speak to a human on the phone pretty quickly and they did it the same day. read more

I'd give it a zero if possible. Tried calling the store store, left voice mail, no one ever answered the phone! Called at least 15 times!!!!!! Stay away from this location unless you want more stress in your life. read more

Cox is literally 100% the worst Wifi ever, it shuts off when it wants and stop working whenever it wants but will remain on and not blinking or red, paying for a Wi-Fi that has its own mind, then when u call they do nothing but fix it for like 30 mins for it work for 5mins. Im switching because this is some of the worst wifi I've ever had in my life. So do yourself a favor as well and switch to something better. read more

Worst store ever. Very rude and won't do anything for their customers. If I could post a 0 star I would. Wouldn't recommended Cox at all they always have internet outages. Unreliable. read more

Cox company would not recommend them at all called to sign up as a new customer after being a centrylink customer moved to a property that does not have centrylink on property. So called about 29.99 Ad saw on television Price changed was supposed to be free install cost $100 save your money stay away from bait and switch practices to lure in customers. Do not deal with dishonest sales. Bill was looking at was 49.99 and $100 pro setup to plug in a coax at there communication box no need ti come in a quick connect at there place direct tv and dish network and centrylink offer a free professional install. Use hot spot works fine with the surfing of internet 24 gigs on phone usage quiet a bit read more