Cox Store — Attraction in Fort Walton Beach

Ordered bronze package but changed my mind, was told that I couldn't change bronze to silver because it would cancel my order, and I had waited a week for internet. The guy though was nice, and said that what he can do is "backend" my order once it is installed so I could get the silver package once the internet was installed. I went back the next day and was told by a different guy that the offer was actually a "third-party offer" and he couldn't upgrade my service. I then complained and showed him online that the offer is on cox's main page! He said he would get with the other guy and call me back in 24 hours, he never called me back.

I shopped online and noticed that I could upgrade my internet to the silver package via cox for only 5 bucks. I spoke with someone from cox and asked directly if this was indeed only a five dollar charge and he said yes. He walked with me through it and I signed up. My internet never increased. After two phone calls and two weeks, the tech guy came out and said it was that they installed my modem with a "weak" wire which can't handle more than the bronze package. He changed it out and my internet (which was promised to be up to 100 MBPS) only went up from 52 MBPS (on average) to 62! Yep, barely a 20% increase, FAR FAR FAR less than the 100% as promised. The guy said that yea, he's never seen anything higher than 70... and yet, the silver package is the SECOND highest. Why the heck would you pay for ultimate internet if you're never getting it?

Oh yea, the 5$ upgrade? NOT. My bill spiked about 150 bucks, including a 70 dollar fee for installation (which should be free according to the package). Turns out that when I upgraded my package, it actually DELETED MY BUNDLE, so I was paying full price! They cancelled the upgrade to get my bill back to normal but, after a week of waiting, it still hasn't been reflected yet.

These people are the most dishonest I have ever seen. They say the bronze is 99 bucks yet they don't tell you about all the taxes and fees! It is simply ridiculous. If I had a choice, and my building wasn't blocking my access to get satellite, I would dump Cox in a second. AVOID...

I'm not reviewing this location, I am reviewing my Cox experience so far with the Contact Center reps

The process was incredibly painful. There was a "work order" on my account, that took several long calls back to get resolved. Spent over 2 hours on the phone, over several days (it would have been quicker if it wasn't the weekend, to be fair).

Additionally, the advertised price was NOT what i got in the end. On the website it said about $50/month for a lower tier (which is fine), then they upped to it $75 because of my condo HOA. BUT THEN AFTER THE ORDER HAD BEEN CONFIRMED AT $74.97 PER MONTH, (I received confirmation emails of this), they UPPED IT TO $104 PER MONTH!!! magically.

I had to call in and spend another 40 mins on the phone to get the run around, and get jerked around, on why it magically went up $30/month for seemingly no reason! The rep Oskar is tied by the Cox rules, and wasn't very helpful, but I assume he was tied to the rules & structures that have been put in place by his Leadership and Execs. Finally, I said, I don't care, I'm not paying $104, cancel it. Cancel.

Then he said if we lowered the bandwidth (which I had already asked for earlier on that call), it could go back to $75/month. Which we did. Finally! I had asked for this earlier too, but was ignored. But man it was like pulling teeth, and getting jerked around by the Cox people to get it. I guess my HOA condo dictates some of what is available, but they would not give me a straight answer about why it went from $75 to $104, and how to easily get it back to $75.

Very poor experience.

I don't blame the Contact center reps, I blame the Cox leadership (or lack there of) and the incentives & structures they have put in place to make it...

Cox cable is the worst! When we called to get cable installed, the technician was supposed to arrive on a Thursday. He never showed up. So when I called to see why, they told me it was because I never showed them my drivers license (because that makes sense?) I ignored this and rescheduled for a Sunday. When they arrived (and no i never did show them my drivers license) they told me they cannot install cable on Sundays (then why did they let me schedule a Sunday appointment)? Two men arrived, and not only was I dissatisfied because they couldn't install on Sundays, they were also completely inappropriate towards one another and using inappropriate disgusting, vulgar language right in front of me. When one man was trying to call the main office to reschedule my appointment (for the third time) the other man was hitting his phone out of his hand and calling him vulgar names. Finally a week later, I got my cable installed. We ordered the economy package and quickly found out that we got very few channels that we actually wanted. When it says "900 channels", it means 890 music channels, 10 cable channels. So we quickly decided we wanted to stop our cable. I called on May 1st to have them end cable at the end of the next billing cycle (which would be June 4). On May 20th, we tried turning on the cable. Nothing worked- long story short (and over an hour on the phone talking to 3 different people) we found out they ended our cable early. Two weeks early. When I spoke to them, they saw on my file that it wasn't supposed to end until June 4th. But they ended it two weeks early anyways and won't be able to get it working again until May 23. COX CABLE IS THE WORST. No cable is better...