Cox Store — Attraction in Warwick

On October 22nd, my Wi-Fi was acting squirrelly ... cutting in and out. Narrowed it down to the modem. It was about 5 years old. Checked the hours at the Cox Communications store @ Warwick Mall and saw there were open (a plus in their favor). Drove there and it was busy. Went over to their automated check-in station (they don't do check-ins ... just direct you to the kiosk), scanned the QR code, and found I was third in the queue ... not too bad. As I perused my phone, I saw person after person being helped, including a gentleman and his daughter who apparently knew one of the customer service associate. A gentleman behind the counter manually entered them into the queue and they were the next ones helped ... not cool. I finally got up when the next person was called and told them I was 3rd in line 6 customers ago, although there were people that checked in before me and hadn't been helped either. The CSR checked the system and I wasn't even in it! They helped me next. My modem was so old, they couldn't replace it with the same equipment. The CSR had to remove the old one from the system and attach the newer one to my account ... something he apparently did not know how to do. After trying multiple times to get the system to accept the new modem, I suggested that he get some help. After someone helping him and another 10 minutes (47 minutes total), I finally left with the new modem. Fortunately, when I plugged it in at home, all connected devices recognized the device without any action on my part. My internet has been flawless since. Cox gets 2 stars for being open on Sunday and for the modem working right away. They seriously need to revisit their check-in procedure. I saw an older lady struggle for 10 minutes just trying to check-in. The other 2 items to address is better training (know your stuff or when to ask for help) and DO NOT ALLOW "FRIENDS" TO CUT THE LINE! I have said my peace and will post this review everywhere I can. Please try...

I cannot express how utterly disappointed I am with Cox Communications. I’ve had service for 3 weeks and have already had to have service twice. Today I found out that most to all of their contour boxes are refurbished. I had a technician come out this morning and he specifically told me to go to the store and grab a new one because the refurbished ones never work. So I went and when I opened the box it was scratched and dented. The inside didn’t even have everything in it and the box itself was upside down. So I asked for new one and again I was given a refurbished box. I was told by both in store and a tech support supervisor that almost all of the contour boxes are refurbished and each box costs $800. I’m unimpressed I pay an awful lot for service so I’m not quite sure why this is an issue. For just TV and Internet I pay over $150.00 a month. I’ve yet to be credited for my time I lost while service was disrupted (both times) and I haven’t been compensated for my time lost waiting for a tech and running back and forth to the store. I am 100% positive that the box I got 3 weeks ago was a new box as it was still sealed and plastic was on the device. Must have been defective yet they test all the boxes at the factory before sending them out. So obviously they only give out new boxes to new customers. No way in hell would you give a person a used box as a new customer. When I asked for them to order me a new box and mail it to me they said that’s impossible. I think not. They know my hands are tied as the apartment building I live in only allows Cox for service.... what a joke. Absolutely and utterly disgusted with this company. Let’s see how long it takes for this box to blow...

The store and associates are excellent. Prompt service with knowledgeable people. Very helpful. My issue is with Cox policies and procedures. Just about weekly I receive a mailing from Cox offering high-speed internet with their included modem/Wi-Fi router, and price locked for 3 years with no contract. So when I moved 0.8 miles away leaving Verizon behind, I knew exactly which package I wanted from Cox. When they look up my new address online, or helpline, or store they see that they have a monopoly at my new address with no Verizon. Based on that, they would not honor the deal they have been sending to me and I now have to pay $12 a month for the equipment, instead of it being included, sign a contract for one year with penalty, instead of getting no contract and 3-year price protection. I will be buying my own modem / router instead of renting theirs. The store personnel were nice enough to send me home with their equipment so that I could get online immediately and then return it when I purchase my own. This situation makes it hard for me to consider any other add-on from Cox knowing that I most likely will not be getting a very...