This review is about Cox Internet, not the employees who are always nice. I live in San Marcos off Twin Oaks (in a development, not off the beaten path) and switched from the horrid AT&T to Cox a couple of years ago hoping that they would have their act together to deliver an internet speed that remotely resembles what I pay for (300/30). I have switched out and reset modems countless times, purchased a mesh system for my 1400sf single story house and had so many tech visits I lost count. The node has been worked on so many times, they did something to the wiring in my house. No improvement. Lately it's even worse-I'm consistently below 10 for both speeds. What I don't understand is how a utility can advertise and charge consumers for internet speeds that they are fully aware their cables and equipment are not able to deliver. I can't even reset my modem or chat with tech support on the app because my signal is nonexistant. Save your money and don't use Cox or ATT, and PLEASE, for the love of all that is good and holy, if you find a company with reliable service, share it in comments. read more

This review is for this service location, not for Cox as a whole. I came in to drop off my DVR box. TV consumes too much of my life when I have it, so I try to limit my uselessness to football season. Clearly, I got sucked in a bit longer, since I didn't drop it off until March. The place had plenty of parking and looked nice and bright inside. I was helped nearly immediately by a nice lady who asked what I needed. I told her the story and didn't receive any of the save attempts that I had steeled myself for. In fact, I was in and out of the door in somewhere around 5 minutes with exactly what I wanted. How can you beat that? read more

If I could rate less I would. I subscribe to the "premium" service costing $170 + for internet alone, that's right no tv. My wife four kids and I rely on Cox as they control a monopoly in our neighborhood with no other int service offered. Since COVID19 COX has continually raised their prices, regularly de-throttle service, and disconnect at their convenience on a monthly basis. read more

Thanks for helping our business move along. We've always had great service and support you guys. We look forward to continued business with you guys in the years to come. read more

Worse than the DMV. My box was broken and I came in to get another one after having called the tech department. One representative here and the place is packed! read more

Where do I start. From day 1 this has been hell. I signed up IN STORE for Cox High Speed Internet. I was told... at the store... that i would be able to hook it up myself and have Internet that night.....needless to say i was impressed at first until I got home to find out that that was a lie and I would need a professional install (another $75) even tho I was told I would be able to do it myself....when I called the guy on the phone even said "I don't know why they would let you attempt a self install since this address hasn't had service for over 3 years"....so not only did I not have interet right away I had to pay for something.I was told was free. And now less than a week in my internet has stopped working AND I have currently been on hold for over 30 minutes...... read more

I spent 45 minutes on the phone upgrading my internet... I was told I needed to rent a modem from cox to handle the speed of my internet but I had to pick it up today!! So since I work I added my boyfriend to my account and gave him my PIN number. I was told he could just walk in and pick up my modem no problem at all. He shows up waits an hour to be called up to be helped and is told you are not on the account so you can't have the modem and basically you need to leave. So I call and speak to GABE the supervisor and he was rude to me as I explained I spent a lot of money upgrading and I can't pick up the modem because I'm at work making money to pay you guys !! So I added my boyfriend to the account and you won't let him pick up the modem!!! Why? He says well he's not on the account... I said you should take some responsibility and look at the notes on my account and you will see that he is ! Long story short I told my boyfriend go back in Gabe said just ask for him and you can pick it up. Wrong !!' He told the employees I'm here to speak with gabe, they ignored him made him wait another 30 minutes to pick up the modem and the supervisor gabe never even came out and assisted him with anything. Bullshit customer service!! To spend so much money and agree to there upgrade bullshit and be treated like trash is horrible!! Worst service ever at this cox location read more

This place is (still) a TOTAL nightmare for customer service. I had the misfortune to come here a couple of years ago and it was horrendous. After years of chaos, according to other Yelp reviews, it hasn't improved at all ; always packed, always slow....Figure on wasting 1 hour of your life here, just for things like a simple equipment drop off. I just pray that someone disrupts these guys....The customer experience is not aligned with modern times. Cox customer service feels like dealing with a Soviet utility...not a supposedly cutting edge Internet Service Provider. Still why bother improving when there is a duopoly in San Diego? Bring on 5G wireless asap!! read more

Cox Cable is annoying to have to deal with in general (strange billing, unable to speak to a human that actually works in the store). At the store on Auto Park Way, there is an employee named ASHLEY.You can't miss her, she's the one with the pissy attitude and stank face. She is extremely rude; one of those people who should not be working in customer service, she should be working on her attitude instead. I went out of my way TWICE to that store to return a piece of equipment. I had my toddler son with me so I really didn't have time to bother with foolishness. TWICE she told me I couldn't return my item although the rep on the phone who I gave the serial number to, said I could. She basically wanted me to be charged for something that I was told to return. Her response was complete with EYE ROLLING and SHOULDER SHRUGGING. This was unnecessary and if my son wasn't with me, I would've told her about herself. I know some pretty high up Cox execs that I could call to share this experience with...still debating that option. Her piss poor service is what gives this company a bad name. After I insisted that she was mistaken, she finally took the product and gave me a receipt. I just now called Cox and was told the equipment was correct and my account was credited. She didn't even take the 5 seconds to check her information before telling me I was wrong. If you don't want to work, stay home!!! read more

Bought a modem/router from Cox. It doesn't work for us, not big enough. I told them everything that I need to connect to it and they sold me one that isn't big enough. Now 6 months later I am now renting a larger one from them and they won't refund my money for the one they told me would work for us. Cox customer service told me to take it to the Cox store for an exchange. Nope what a complete waste of time. Ben Sookchit was no help at all. Very unsatisfied customer. read more

The worst service imaginable. Cox is the worst company I have ever dealt with. They debited my account without my permission and WITHOUT being enrolled in any sort of automatic payment system. $230 gone. Then claimed they couldn't refund me for 72 hours. 72 hours came and went and no refund. I am irate and canceling immediately after I get my money back then closing out my debit card so they can no longer go on a charging spree of whatever the hell they want. read more

I was a bit confused as to why Cox had a store, but there are some good reasons for it. They do have various cables and electronics (modems, routers, etc.) - all overpriced, but if you need something quick, I guess it's not bad for that. They also have a lot of demos of their different services which is cool. However, there were a couple things I didn't care for... first, when you come in, they make you sign in and wait... there is no indication as to how many people are in front of you, or how long the wait will be... not good. Also, the employees aren't very friendly... nothing really great in that respect. I'm curious to see if these Cox retails stores stick around... I'm still a bit confused as to why they exist in the first place, but we'll see how it pans out. read more

Long wait times and poor customer service! Got here at 10 am, waited until 11:36am. I asked how much longer and they never put me on the list so they had to re-add me. So pissed and now I have to wait again. read more

The customer service in the store is always pleasant; however, the actual service we are paying for, mainly the internet, has been quite shabby. It drops at least once per hour if not more frequently. read more

This place is terrible. Was told I needed to pick up equipment here and told the wait was over an hour. OVER AN HOUR to pickup a modem. If you have the choice, have your equipment shipped to you. read more

Came by to drop off equipment, after they took they equipment they told me I have to wait to see a representative, that was 35 minutes ago. What a joke. Their customer service over the last 10 years has become appalling. No amount of free water makes it OK to make someone wait to try and be sold on services they are trying to cancel with the threat of fines. read more

The Internet says your store is open 11 am to 6 pm on Sundays. The store is actually closed today. Had to drive to the store to figure that out. Just one of many disappointments with Cox. Although at this point its my fault for staying with cox. Maybe I'll work on that. read more

This is my first time moving out of my house so I wanted good internet and cable. Checked out cox where Wilson was able to help me out! I told him it was my first time on my own and hoping he could help me out and he did! Took it down some where it became affordable and not a hassle for me. Today was installation day and it was flawless! Kwong came in and whipped everything together for us! Internet, cable and home security, all explained to the max! Everything has been great with cox and will be sure the renew after my time is up! Thank you Wilson and Kwong! read more

It's difficult to know wether their incompetent customer service reps that don't know what is on their public website or their intermitten service is worse. Maybe it's a tie.. read more

Not a fan at all of their prices, which was why I dropped my cable plan. I'd much rather have Hulu and Netflix and save $120/mon. I came here to turn in my equipment though and they were actually insanely helpful and friendly. It was a pleasant experience to turn in all of my stuff in the friendly atmosphere. The billing department messed up and tried to charge us $200 so I ended up having to come back here and they were able to easily fix it. Overall, a great experience. They also have a ton of Spanish speakers so if you speak it or have a family/friend who doesn't, then you'll get a lot of help here. read more

UPDATE: so I came in the following Monday and Arty helped me big time! He did run into the same error code as previously mentioned but he gave me the HD box anyways and told me to call tech support to activate. He also apologized for the inconvenience and gave me a $15 credit to my account. Thank You Arty!!! read more

Very disappointed with customer service. Called yesterday to order a mini box and hd receiver and lady told me it would be mailed to my house. Then i got an email confirmation stating that just the mini box was being shipped. So i called back today and got transferred twice then an indian guy was useless. He stated , " don't worry it will be there". I asked him why my email stated it was only shipping a mini box and he just replied, "don't worry about it." So then i asked to speak to someone else so i was put on hold and a rep from las vegas was way more helpful. He said that there was only a mini box being shipped and he couldn't send or create an order until the mini box arrived. Nice job cox!!! Im calling att and time warner now to transfer service. read more

WARNING: Bait and Switch Tactics occurred on 2/24/14. Consumers Beware! I called in to establish new service with Cox. I spoke with someone in their customer service group seemingly read from a script. After having the "package deal" price double from basic add-ons, I was presented 2 options ($60 for "professional installation" or $30 for "self installation." I immediately asked why I would be asked to pay anything if I am required to drive to the local field office to pick up the equipment and do the entire install MYSELF, to which I received no reply (I'm assuming that question was not included in the scripted list of questions). I went ahead and placed the order. I continued to shop around and saw that Dish Network had much better pricing packages for their TV services. I agreed to go with DN instead. When I contacted Cox to cancel my previous order, I was transferred over to their "Retention Department." There I spoke with a rep (I believe his name was Steven) who put together a much better package deal to salvage the opportunity (including waiving the $30 self install). I agreed to the package he put together for me and subsequently called to cancel my Dish Network install for tomorrow morning. Within minutes, I received my confirmation emails from COX confirming my order and a second one informing me my equipment had been shipped successfully. The emails contained an ORDER number, a REFERENCE number, and a TRACKING number (along with my account number). I receive a call 2 hours later informing me that my account is missing some information. When I inquire what information was missing, the rep tells me he sees nothing on my account (not even a social or birthdate to run a credit check and qualify me). After providing him with the info, he qualifies me and begins quoting pricing on their promotional packages (which was the initial pricing that drove me to Dish Network). When I asked about the order I had agreed to, he stated he was unable to view any details or notations on the account from the previous rep. When I tried providing the reference and confirmation numbers, he stated he would request a "member of management" to call me back. This is a CLASSIC bait and switch tactic! A company the size of Cox Communications would NEVER have a system of record that does NOT maintain an audit trail to show all activity and/or notations on an account. I'm not sure which is more annoying and irritating to an educated consumer, the fact that you've been deceived or the fact they insist you believe a story that you know would NEVER be the case (they would absolutely have the ability to review account history). With the exception of the 2 year contract you're locked into, Dish Network had a much better deal and I wish I had stayed with them. read more

I will NEVER use Cox Cable service again. I became a customer after they bought the local cable provider. Absolutely a bait-and-switch company with horrible sales practices. Had to change the name on my account after divorce. Sales person said that Cox no longer offered my package, but not to worry, they could offer me the same bundle at only a slight increase. When I received the bill, the slight increase was based on the after tax and surcharge price. Then after a year, the special bundle price was over and my bill almost doubled. WHAT SPECIAL PRICE? No one ever discussed special price. My bill never mentioned that this discount was going to expire. Every year I had to re-negotiate on its anniversary. Enough. Cancelled my service. Tried numerous times to return their cable modem. Their store always packed with a wait of over 20 minutes. Their website says their store is open at 7am on Saturday, NOPE... Got there and the store is closed, window says they open at 10am. Finally broke down and waited; wrote this review until my name was called. Serves me right for using a company that has a nemonic of COX. read more

I called the store to get an issue resolved with the manager, but Alondra answered and instead transferred me to "the correct dept," which was the main 800 number. I called back again and she ignored the call. I tried calling from 2 other numbers and she ran me through this process 2 more times. Turns out she was worried that she had screwed up when I was in store previously and so she wouldn't even let me talk to manager to get resolved. I drove down to the shore to finally resolve with manager. read more

Has anyone been charged for cable equipment that they returned? I am being charged 292.00 for an old cable box that is not used anymore. I returned it when I picked up the new mini boxes. That was at least 2 yrs ago or more! I recently dropped my cable and have only retained internet services with Cox. All of a sudden I get this charge for old equipment. I'm told by Cox that I have to provide proof that I returned the equipment. Who keeps receipts from years back? They did their investigation and say the equipment is MIA but not activated. Cox also turned my service off over the weekend. I run my business from my home and use the Internet mostly for this. I was told if you have a business account they can't turn it off. So I called on Monday to change my account. Well, Cox wants over twice what I am paying currently just to have it labeled a Business Account.The worst thing about this is, Cox is the ONLY PROVIDER in my area! SCAMMERS read more

let me just start by saying I hate dealing with cox, but my modem broke so i had to go and replace it. This was probably the best encounter i've ever had with them! nice staff, easy exchange out of there in less than 5 minutes. thank you for making it easy for once cox communications. read more

I had a really good experience with this store. I wanted to upgrade my modem. When I got there, the store had several employees ready to help me. I got good advise, picked up new modem. They doubled my speed (from 30 mbps to 64 mbps) and (!) lowered my bill for 12 month to my old rate that I used to pay 10 years ago. Really happy with the service. read more

Every time I come here to PAY A BILL I end up waiting over 30 min to be helped while workers just stand around and do nothing.

I've had cox internet for years. I used to have tv and phone but they kept raising the rates to where it was actually cheaper to get them with other independent companies but we stayed with cox for the internet. Needless to say, probably not anymore. My internet went down yesterday and so I contacted tech support. I told them what my computer said was wrong and they said they could help but never did. All he did was to try to upsell me and sell me on other services. I kept saying no and to just help me on the service I'm already paying for that isn't working. I mean really? Why would I buy more services when the one I'm paying for isn't working??? Anyways, when I told him that he sould probably tell his supervisor he cost them another customer, he suggested they send a tech out to my house. Nope, sorry. Don't tell me you can help, than try to sell me stuff and when I still say no, you offer to send a tech out? Basically you couldn't help me but wanted to keep me on the line to sell me crap. See ya Cox! read more

Installer did a great job! Put the box right where I wanted it. It wasn't easy either he crawled under the house and put it in the closet! Well done Cox read more

My DVR box was starting to have issues (after 5 years) so I called and asked if I could come in and swap it out for a new one. They assured me it was no problem, and told me I'd get a better model (yay Moore's Law!) because mine was way out of date. I drove over to the store, and was told the only way to get a newer box is to upgrade to whole-home DVR for an extra $20/month (because apparently the $15/month DVR "service" + $15/month DVR rental I'm already paying on top of the rest of my bill isn't enough). I only have one TV, so the whole-home DVR thing seemed like a waste and I told them no thanks. The only remaining option (according to the chick at the store) was to get a 'refurbished' model of the same box I already had. I wouldn't normally be this upset, but they totally bait and switched me over the phone and then tried to up-sell me. So now I've got a refurbished model of the same crappy box I've had the last 5 years (which, btw, is the worst DVR box I've ever had - I had a WAY better piece of technology with Charter cable in 2002 in another area). Oh well... like one of their customer service agents told me years ago on the phone, "we're the only provider in the area, so it's not like you can switch anyway". Thanks for allowing a monopoly, Poway. read more

Before the store opened there were nearly 15 people waiting outside. I have never gone to a cable store that was so well organized and furnished like this Cox store on Auto Parkway. The moment I walked in I was asked to enter my name on the sign-in computer which I thought was a cool way to keep track of customers. I sat down on a comfortable leather bench that was nicely cushioned and cleaned. I also met a friendly lady sitting next to me and she was very cheerful. I waited about 10 minutes when my name was called. The Cox Store worker (Locus) came from behind his booth to greet me with a hand shake which I thought was very polite. I greeted him with a hand shake and followed him back to his booth to complete the business I was there for. Locus was very attentive to my reason for being there and he provided me with excellent customer service. He had a pleasant attitude through our entire business transaction. Before I left the store I felt like a customer that was given the up-most attention and I could not have had a better experience. Thank you Cox for employing workers that do their job well and are happy to serve our cable needs. Evans read more

We have had nothing but trouble with Cox high speed internet. The modem constantly needs to be rebooted multiple times per day. Went to Escondido store and they gave me a new modem which was DOA when we tried it. Got a service tech to come out and he put another new modem in and we still have the reboot issues. I need to return the DOA modem to the store but they always have a wait and I'm always in a hurry. Best to go with Verizon Fios (we had zero down time or issues in 2 full years of service). read more

I hate Cox Cable with every fiber of my being. For one thing, their billing is screwed up. I owed $60.00, went in and paid half, and a few days later, received a bill for $120. They had "upgraded" my account and charged me $15 without my permission. They had charged a late fee, and I still don't know what the rest was for. Every time I go there, someone is yelling at them because of the bill. At the very least, they need to change their billing practices so customers don't have a stroke. They have idiots greet you at the door and ask what you need. I do not need to be escorted to a counter to pay my bill, I just need my service to work. I spun in circles for months, calling and trying to figure out why I couldn't get Internet. Finally, they decided to send a guy out and discovered the problem was with my box outside, not on my computer! When you call to fix a problem, you start with a chair one person, and then your given to a person in chair two. They'll drive you nuts and when you get the same problem again later, you have to start over with the person in chair one and be asked the same questions time and time again. If you get fed up, they have no management to talk to. You just get a number for customer service where there is a kid who is just as annoying to complain to as the idiots at the store. I have had numerous frustrating episodes with these people and at this point, I hope they die. I cannot stand them or their store. They clearly don't care about the customer, they are just trying to appear as if they do. If my husband passes on first, I'm going to cancel the service and never give them a penny again. read more

I will start with I HATE COX CABLE! SOOO ANNOYING THAT YOU CANT CALL THE STORE AND TALK TO A PERSON WHO IS PHYSICALLY THERE! And trying to leave a message through the automated system is impossible because when you dial they key it tells you to it says "key invalid", then why did you tell me to push it! And if you try it twice it hangs up on you and tells you to "try later". All I wanted to do was talk to a person in the actual store and ended up on a phone run around for over half an hour. Now i have to drive two cities over to hope they have in stock what I'm coming in to pick up since I cant actually get in touch with an employee to have them check before I "waste" my time and gas... As for previous issues, my bill jumped from $82 to $96 because they changed my service without my permission and no one from Cox informed me of the change so now I am stuck paying $14 more a month for the exact same service I've had with them for a year. Me not knowing about this I had been paying the amount I believed I owed each month and found out I had over $150 in late fee charges because my bill wasnt payed in full for a number of months! I was so frustrated and they wont waive it even though I explained every time I've gone in to the cox store and paid my bill no one has ever explained this to me or even brought it to my attention that I owed more money than I thought. They just let my bill rack up til now its a ridiculous amount I owe on top of my normal bill. They have never got my social or phone number right on my account even though I've updated it many of times in person! So any time I try to do anything over the phone or online or on their kiosk's in store it says my information is invalid, and due to my social being wrong they are constantly trying to charge me for some completely different persons service! There is so much more but I'm getting frustrated re thinking of all my issues with Cox since day one. And yes, if I had the option I would just change service providers but unfortunately where I live they are the only choice I have. Oh how I miss my ATT Uverse!!!! :( read more

Horrible service. After going in here to exchange some faulty equipment, I was subjected to a couple younger unprofessional, condescending and lazy employees who couldn't figure why my account was set up the way it was when I originally signed up (and agreed to the terms on), so they wanted to change my account, charge me more money or make me go buy a $80 piece of equipment myself because the modem they gave me originally did not work. After the cheap piece of junk the arrogant kid at the customer service desk ("customer service" is not this company's priority) gave me got hooked up when I got home, the phone line I pay for every month hasn't worked since. Im now going on 2 months with no working phone line (that is "bundled" into my bill each month). I'm done with Cox. I pay my bill on time and didnt have to pay a deposit after the customer service person on the phone ran a credit check when I signed up 4 months ago (at least that was the line they fed me that day even though my last cable provider was paid in full & on time for 15 years every month). I really only need Internet, so if anyone knows of a good ISP that serves the north county area, please let me know as I'm about ready to just go back to the Stone Age with no cable, phone or Internet if I have to deal with the rude, lazy and incompetent employees at this place ever again. read more

What an awful surprise! I was a Cox customer in Las Vegas for almost 15 years, and gladly paid the higher price for what was excellent service both in the quality of internet, phone and TV, and in their customer service. Then I moved to North San Diego County 3 months ago. Since then I've had nothing but problems! To start they had to send out 4 different techs top hook me up in my new house, each one to correct mistakes made by the previous tech, and each one criticizing the previous workers. They still haven't gotten the TV feed right, but I'm afraid if I call them back again they'll mess something else up. Then Cox lost an almost $200 refund I had coming from Las Vegas because they "just can not transfer money from an old account in another state". I've just been told, for the second time, that my refund check will be issued sometime within the next 2 weeks; I've already waited over 6 weeks. If I had an alternative I would gladly change providers, but I don't have any faith that the other providers are better. So I'll just whine! read more

Well, this is a great start -- the store does not answer their phone but sends you to Cox Tech Support who told me to call the store, or else in an unanswerable phone loop. I guess we have to go to the store to find out if they can handle our issue. Hmmmm FOLLOW UP REVIEW, January 3, 2018. Knowing we couldn't get through on the phone, we went to the store, signed in and waited to be waited on. We told the gentleman the issues with poor internet connection that we were having with our modem, and he convinced us to get a different one, and bring out old one back within 10 days. My big question was whether it was difficult to change the password. He told me I would have to change it on all our devices to the one from the modem manufacturer, then change it on the new modem, and then re-change it on all the devices. That didn't sound right to me, but OK, we took it home. I called Tech Support who walked me through the setup of the new modem, did NOT have to change passwords on our devices, and Tech changed the password for me on the modem. The tech, Genevieve, was amazing and patient with us, and everything is working fine now. We took the old modem back to the store. In my opinion, the store employees should be better trained so that they can give the customers the right info. I was really turned off by the incorrect info given in the store. So, this review now is for the store only; the tech support via phone was excellent and the new modem is working fine. read more

No one picks up the phone at the store. Any selection you make sends you back to the call center.