I came to the store on Tuesday morning at 10:30 when there were 5-6 people ahead of me. After signing in using the tablet, I waited over 30 minutes. I went there to return the Contour TV box because I am moving to CT and transferring service from NoVA to CT. The process was straight forward. The CSR was courteous and double checked to see if my new service was already scheduled. 5 minutes later I was out of the store. Tip: If you are here to pay the bill, you don't need to check in. Just use the kiosk at the back of the store on your right hand side. read more

I came here to return my modem because I moved to a different county. Told the guy in the store that I'm just returning their equipment because I don't have service with them anymore, and he tells me that everyone else is the same. LOL read more

Save yourself the headache of terrible Internet, TERRIBLE customer service, and fraudulent charges and go with someone else as your internet service provider (I recommend Verizon), Cox is AWFUL, AWFUL, AWFUL. They came for a service call to fix a problem we were having with their internet, and the fraudulently charged us $55 for the call - without telling us - and refused to refund the charge despite numerous requests. Oh yeah, and the best part is that they didn't even fix the issue, the Internet still sucked, and so we cancelled the service and went with Verizon instead, and are sooo much happier!! read more

Go talk to Cyrus! If I'm writing a review about a cable company you know it's because of amazing service! Super helpful, saved me money and upgraded my services...and out in 8minutes! Go talk to Cyrus at Cox Solutions in Fairfax!! read more

As a new cable cutter, I am absolutely excited about canceling Cox's cable service after being a Cox customer for 15+ years. Their customer service has gotten worse over the years and is pretty abysmal now. In proportion of their deteriorating customer service, their cable bills seem to grow exponentially every few months. Today I went to their return their equipment and was handled by a passive aggressive rep at this store. Simply put, Cox is expensive and consistently awful. I encourage everybody to use the excellent other the air free HDTV we can get in this region using a simple antenna like Mohu Leaf or many others. Combine that with any of the streaming services like Hulu Live, Sling TV, DirecTV Now, Sony Playstation Vue etc. and get the channels you want to watch, rather than a bundle of 200+ channels most of which you won't watch. You will be wondering why you ever paid an arm and a leg each month for Cox's horrible service. Cancel your cable TV subscriptions now. read more

After 11 years with cox i had an issue on my bill. Every call became more difficult. And git various and different answers on where my credit was. Flat out nonsense from Cox on line staff. Came to the store ?!?!?! To get resolved. The staff at the store figured it out asap but store rep had to call cox service!!! OMG nightmare BS for a credit store rep was quick but i have no faith in cox to resolve this matter. For a flipping credit!!!! Follow up still no credit (promised end of april told check mailed May 4th) i am changing to Verizon!!! Eleven years with Cox no issues now i am due a credit cant seem to get thing resolved. They dont care. Don't waste your time going to the dtore they will just put you on the phone. The store is for dropping off equipment only. read more

This is mostly about the lousy service I have had from Cox for almost 20 years. For anyone considering Cox, don't do it because they'll make you a Cox Sucker. There service is lousy and ALWAYS goes out at critical times like the lunch hour and the 5 o'clock rush. And so I spend hours trying to get back on line. There are no other cable competitors in the county who I can only suspect is getting a kickback from Cox; if the county was doing their job, they'd allow or arrange for competitive cable service. No. Its a monopoly and the prices continue to climb year after year. They say the'y'll give you a discount but a month or two later the jack up the price in their annual base rate so that effectively you are paying more than ever. Yet, they claim they "gave you a discount". It seems so dishonest to me!!!! Typical marketing sleight of hand. read more

Located at Kamp Washington Shopping Center of city Fairfax, COX is a premium quality brand providing great affordable deals for TV, internet and land lines. Incredible staff trained to cater your specific technology needs and helps you to stay connected with the things and people you love. I bought LG Tone hands-free and the audio was incredibly clear. read more

Staff are friendly, but the process is a mess. Cox does a great job of holding on to customers - by making it nearly impossible to cancel. First, good luck getting a hold of Cox "Loyalty" to cancel. Then, when you bring in your equipment to return, it's nice long wait... It's like visiting the DMV, but to turn in your cable modem. read more

Service installed after a 3 1/2 hour delay by service technician. Wrong box was installed. Cox wanted to charge to ship out a new one or I could choose to return to a local store. Spent 45 minutes waiting in line for most people to turn in their equipment (I should have gotten the hint...) Representative was rude and completely unconcerned that it was their mistake. Go with Verizon, DirecTv or sock puppets but do NOT use Cox. Terrible customer service! read more

Not a fan of cox thus far but I'm giving credit to one employee that made all the struggle worth it. Tomas! Tomas is amazing so helpful and friendly. If you go to this store ask for him and you'll have zero issues read more

"I strongly advise anyone looking to change their services to avoid this store and just call Cox directly. If you are returning or picking up equipment, fine, but based on my experience, this store is untrustworthy and poorly managed. I honestly cannot understand why their customer service is so poor, but it is what it is..." This is really good advice (from Kevin M below) I wished I had read before sending my wife to swap out a box at the Fairfax Cox Store Location. Three days later I am still trying to unscrew the damage salesman John created when he cancelled my 23 years of tenured service (without permission from me - the primary account holder), lied about the reason why in my now deactivated account ("husband moved out"), and sold my wife a brand new residence account that customer service told us we didn't qualify for (unless you made a false reason why maybe?) in an effort to "save her money" that she may have realized anyway if she had been reffered to the Cox Loyalty program for long term subscribers. John, set up a new account to provide the Contour Boxes and claimed the only difference is you will have a new phone number that you can easily change to your old one after tech support sets you up. Not so. Next thing I know I have a rep at my house for three hours going through all my perfectly working cables and leaves me a new modem with a number I, nor no one else recognizes, with no call forwarding from my old number to the new number. The tech support knows very little about changing the number. I'm advise to call Customer service. I run a business from my home. During this time no one can reach me on my home line. Imagine having your account/service abruptly cancelled and shifted to a new account in your spouses name that you don't have access to? Because if my name WAS on it, we wouldn't qualify. Hmmm. Sound shady? The only good point of this story was that the Customer Support Rep on the phone out of Norfolk, worked diligently with first my wife (because I was not on her new account) then me (the guy who had been with Cox for 23 years until I was deactivated), to move all our previous activity (4 e-mail accounts), along with the transfer of my old number to the new account. Things that John should have arranged but failed miserably. How does a salesperson deactivate a primary account holder without making any attempt to contact that person directly? This effort was a cluster from the beginning and took hours to rectify. The Customer Service rep was patient, kind, and most of all apologetic to the nonsense the salesperson put us through. Not sure if it was malicious or just ignorance but I suggest you heed the advice of Kevin M. and be very wary of talking service and packages with this group. Call the Customer Service line. You'll be glad you did. 2/6/2017 Bad to Worse. Today I get a notice in the mail addressed to the "closed out" account holder (me) trying to bill for services that were terminated, and threatening me with more bills if I do not return my cox equipment, which of course was removed by the Cox Tech Rep when he came to install the new system sold to my wife. Go figure. Lame. read more

If you want to be treated like crap, feel free to visit this store. My experience with the store manager, Victor, today was absolutely awful. He talked down to me, was condescending, and flat out rude. If is is the Manager then I can only imagine the example he sets for the rest of the staff. The store is a terrible example of the Cox brand is is doing a disservice to its customers. I'm locked into a Cox contract now, but look forward to when I can switch providers. read more

If I could give 0 stars, I would!  Thank you, Isaac for your customer service call today.  I was condescendingly congratulated on the amount of square footage that my residential service is to cover & then informed that it doesn't matter who or what Cox installed in my home, it was my router now. Nevermind that the router was intalled by Cox on the day of setup. I asked to speak to his supervisor and was told that Kim does not take incoming calls.  Interesting, because she is who set up the service call to address our slow, spotty service to begin with.  I asked how both the person who set up the appt and the serviceman could both be telling me the wrong thing.  He assured me that both did not know what they were talking about.  His 22 years of experience with Cox trumped anyone else.  Somehow he missed the customer service training! Way to roll your service team under the bus! Not a good look COX read more

I've been here a couple of times and even though I speak English fluently, I chose to use the Spanish-speaking fellow there cause all other staff have terrible customer service! I don't remember the Hispanic males' name but he's top notch. He's bilingual so don't think he only attends to our Hispanic community. The handful of times I've been there, I would wait 30min-1hr for this guy to finish cause I refuse to work with anyone else. Anyways, if you want to get your Cox issue sorted out you may be in for quite a ride with their staff. They are rude, unprofessional and just plan bored out of their mind. If I were you? I'd walk around the store and see who is manning the front...see how their customer service is cause that'll distinguish the chances of your problems getting resolved. read more

Cox are the absolute worst customer service provider I have ever come across. Full of incompetent idiots. We were told over the phone when we tried to sign up that we have to take ID to a store as we were new to USA with no credit history and we will defo not pay any deposit - fine - done - we took a taxi for 20$ to our closest cox store. The Indian man who served us - can't remember his name, dealt with us and took 75$ deposit and sent us on our way. Next few days I keep getting calls from cox which I missed and every time I called back there is no note as to why they called. Finally two days later there is a note saying our installation appointment has been cancelled. Fuming! Then a lady calls and says the store didn't complete third party authorisation so we have to do that before Friday or everything is cancelled. So frustrating! The technician comes to fit everything. He is damn right rude, has the worst customer service ever, banging his equipment around my home, dropping stuff on the floor, pinning wires down without measuring so when I complained to him that I was not happy, he did not want to do that job again. I just wanted him to do his job properly! He later no the stuff in my cupboard to get to the circuit box that he needed... .didnt even ask me to move anything... just full on go in there on my clothes etc. He left a mess behind and left without screwing the circuit box cover back on... I had to call him back for it. Over the phone we asked to authorise me on the account as it's under my husbands name and my number which is stupid but it's the way cox done it when I called on my phone to arrange the order. The agent confirmed I was authorised on the account and since then when trying to call cox twice to degrade they are telling me I am not authorised. These people don't know how to provide any form of satisfactory customer service... They are turning my hair grey!! If I could cancel right now, I would.... but I am not authorised.. so I will wait for my husband to call them.... on Monday because they are closed on Sundays and degrade to the minimum if not cancel the account completely. Also when they say you will be on hold for 10 minutes hang up ... will probably be 30 minutes! read more

horrible customer service , I have contacted cox via phone multiple times for billing issue no body give a clear answer about what is going on ,every time it took me more than one hour to explain to agent,forcefully I went to Fairfax store about the issue ,the lady is very aggressive and rude, I guess she is a manager of the store ,short African -American lady. I have paid my bill with different bank card last month before due date, and they have processed the money at that time and I have received email about payment was successful, but after 10 days I have received extra 50$ charge.so I have contacted multiple times no one helped.and this lady said they charge me 50$ because they couldn't take money from the bank card that was setted up for auto pay, nonsense ,if it is not the same bank card then why you process the money from other card,,they should give error message or clear indication to let me know that I can't pay the bill with different bank card. I paid twice for the same month I have never heard there is such thing in my life. read more

I ended my cox service they made me return my router to the cox store. I arrived and put my name on the sheet and then waited 2 hours and 45 minutes to hand back my router. I owed no money nothing else but had to wait almost 3 hours for the "privilege" of handing my router back. Ridiculous, the place was packed with people, sitting on the ground. It was like a worse visit than the DMV at least at the dmv you have no other choice... Cox is supposed to be in business with customers... shows you why I am quitting their service in the first place. Who can afford to waste 3 hours of time? read more

I called the customer service number. I wanted the Economy Package with the Sports Pak. Initially I was told that I needed the Advanced Package in order to access the Sports Pak, but an exception was being made. I was quoted a price of $38 over the phone. When I went to pick up my cable box I was told my monthly price would be roughly $80, not the $38 I was quoted. The reason? You can not get the Sports Pak with the Economy Package, but this is not what I was told over the phone. The representative, while polite, was inept navigating through the various screens on his PC and was struggling to give me any information on this mix up. After 35 min, I walked away and now I'm on the verge of ordering Direct TV. I am very disappointed. read more

Quick, professional, and efficient service! Went in to exchange some equipment and I was in and out within 30 min.

They were nice. Lady opened the door when I came in to get my replacement digital box. It went quickly with no issues.

GO TO COMCAST OR VERIZON!!!, this garbage company always loses service, & you have to ALWAYS call the 1800 number for them to back it up?, not Verizon or comcast, signal comes back quickly. Two middle fingers to this company. Service this bad I wouldn't even take the cable if it was free. Total waste. read more

Let me start by saying they don't care about their customers at all. Cox is the WORST! I am so happy to cut them and go with FIOS. Fios gives you basic channels without ripping you off. Cox isn't customer friendly. They don't care AT ALL to help their customers. I can't believe they are still in business. If you have the chance... GO FIOS!!!!!!!!!!! read more

Bad store experience. I had to go back two or three times to get things sorted out (they don't explain things very well at all and you're always left hanging). When I requested the cheapest internet, they signed me up for the second cheapest (3Mb/s instead of 1). Today on 3/9, I asked to cancel my tv service and reduce my internet to the 1Mb/s (after finding out there was a cheaper option). This after I received my 60 dollar bill for March. What did they do? Instead of waiting till the end of March (like I requested since I paid for the month) they shut it off immediately. When I called back they refused to turn it back on for the remainder of the month. AVOID AT ALL COSTS! COX=SCAM read more

I would give it zero stars if I could. Cox is terrible and if you can, avoid getting your internet or tv from them at all costs. Cox only provides service to new customers to increase sales. If you are trying to cancel a service, prepare to wait on the phone for hours (you can't cancel services online, coincidentally). I went to this store location to return my cable box and had a terrible time getting there. There are no directions on google, and no direct number. When I went in to tell them about my trouble, they offered zero help and basically said "oh well." There were probably four or five salespeople just waiting around doing nothing. Nothing for my trouble whatsoever. I would recommend you steer clear of cox completely. Go with Verizon which I used to use and had a great experience with. Unfortunately cox really dominates the fairfax area. read more

This review is for the store not the service. Was in and out in less than 10 minutes. They were getting ready to close so I didn't spend as much time asking questions as I'd have liked but didn't feel rushed. read more

The worst and worst customer service ever. The staff with rude faces hanging around...The lady called TAMARA over there is the most impolite and rudest customer service provider! They do not deserve one single star. read more

Just horrific customer service in this store. I would never go to this store again. They act like they don't want your business and ignore customers. Thanks for helping me make my decision to cancel service and get Verizon. read more

For some reason, a previous post of mine was deleted. In that post I indicated that after a series of 3 attempts to have charges credited to my account I had to get in writing that the credit would be applied to my next bill. Well, I received the next bill and, of course, the charges were not credited. I went back to the store today and this time I had the store rep and myself talk to the billing department. Supposedly, the credit is now applied to my bill. I have no faith that it will be credited. I also have a feeling that this review will be deleted. read more

If you were unhappy with your Cox service, this place will make you feel even worse. The lines are long to get to speak with a real person. I was here to just drop off my cable box after discontinuing my service, and the wait for that 30 second transaction (to get a receipt) was thirty minutes. Happily, Verizon FIOS came to my area and hopefully I won't have to deal with Cox again. read more

Went in the other day to get a cable box replaced and to drop a channel I don't watch. While I was there, an associate told me that they could save me some money on my monthly bill. I figured why not, so I asked how much - the associate said he could save me $50 a month, but that I would need to add a bundle including telephone services. I agreed, but after him messing around on his computer (which included having to get instructions from other associates) he told me that he would only be able to lower my bill by $20 - this after already removing a channel that cost $10. I asked why the lesser amount than he stated, and he didn't have a good answer, but said he would "try a couple of things" to lower the bill further. I explicitly told him that I wanted to keep all of my other services the way that they currently were, not removing anything or dropping the internet bandwidth, etc. After another 15 minutes or so, he tells me that he was able to apply some discounts that would bring my bill down $30 a month. OK, whatever, I figure less is still better and after spending an hour in the Cox store, I leave, The next day I realize that my internet is running much slower than before. At this point, I call Cox directly and complain about the situation. I was connected to a customer support rep who told me that not only had this guy dropped my internet speed from 100 to 50 mbps, he had also dropped one of my cable packages and messed up another... He was able to correct this, remove the unwanted telephone service, and actually lower my bill by over $50 at the end. I strongly advise anyone looking to change their services to avoid this store and just call Cox directly. If you are returning or picking up equipment, fine, but based on my experience, this store is untrustworthy and poorly managed. I honestly cannot understand why their customer service is so poor, but it is what it is... read more

I was recently having problems with my verizon fios and their customer service that was completly un-helpful when I stumbled into the new cox solution store in fairfax across from chipotle. There I was quickly approched by a young lady who was cheerful and pleasant, she made my wife and I feel comfortable since we did not know what to expect. We had many questions and was unsure to if we even wanted to switch to cox. The lady was very helpful and patient in answering all our questions and she seemed to be very knowledable about the products and services. She even went above and beyond to help us understand what we were buying and I didnt feel at all like she was trying to push anything on us but more to help us get what we needed at a reasonable price. Once we diecided to sign a full bundle with cox, she did not waste our time with a long extensive process, we were out of the store faster than expected and still managed to get all the information we needed to trust we were getting the best deal and wouldnt have problems later. After today I must say the whole team at the fairfax solution store has customer servie down to a tee. I will certainly be going here for positive service and i recommend anyway looking into starting cable, internet or home phone to see the people at fairfax! read more

Please do not go with cox if you have an alternative. The customer service is the worst. They never ever picked up calls and even registering your account always did not get though due to "unexpected errors". The bottomline is they offer services without management for the quality controls and backup supports for customers. read more

I just had a very pleasant experience at this location. I was simply returning equipment, but a genuinely nice guy named Dennis waited on me. He was also able to locate online, and enroll me in, a premium channel deal. A deal that the Cox phone sales rep couldn't locate when I had contacted sales support a couple hours earlier. read more

Went in for the FP Santangelo shirts and they were out. Since that's the only reason I went in, it's the only thing I can really judge it on. read more

Came in to exchange my equipment and received excellent customer service from Michael Smith. Also offered the bundle rate to decrease my monthly payment. Excellent and expedient service!!! Very happy! Aloha Michael! read more