Cox Store — Local services in Portsmouth

This store saved me HOURS of frustration and time dealing with offshore customer care! If you have issues with Cox customer service, save yourself the headache and give this store a call.

Summary: I had a 2yr promotional rate of $79/ mo for 1 Gig Internet. That promo rate was expiring in Aug 2024 so I logged into Cox Online and signed up a new 2yr promo rate of $80/mo. I was sent a confirmation email on 7/26/24. Great right? Well... Today, 9/4/2024 I get my bill and its $120/mo! WTH!?! I chatted with 2 different care reps and both were useless. They kept telling me that my rate went up because my promo from 2 yrs ago expired. I kept telling them that I resigned a new promo in July 2024. They were completely dismissive and acting like I was lying to them. I kept telling them that I could send over my order confirmation email but again, they dismissed it as-if I was lying. F-that. I called my local store in Portsmouth to ask the team there for some advice on how to handle that as I knew calling into care would be a long process and wouldnt resolve the issue. I couldnt make out the name of the gentleman that helped bu he was awesome! I quickly explained what happened, he acknowledged the issue and said "I'll fix it right now". Dude was forreal too. I was on the phone with him no more than 5 minutes. I checked my online account and BAM! My $80 plan was back and he credited my bill back down from $120 to $80. Dude is a champion! I wish I would have caught his name. He deserves a...

I would just like to recognize and thank Donald Jones, located at the Frederick Blvd. Location, who works for Cox. I had issues with my Cox bill due to upgraded community HOA services and contacted Cox a number of times as only to get the run around and get transferred back and forth to numerous people who were not able to assist me but once I spoke with Donald, Donald immediately knew what was going on in my community from a number of other customers he’s dealt with about the problem, went over the services my community was upgraded to, ensured my bill was updated to all the services I was supposed to be receiving and immediately credited my current incorrect overcharged bill for services I was not supposed to be paying for within minutes. I really appreciate his quick assistance with this matter and also appreciate him not giving me the run around and immediately handing what I called and needed assistance with. Cox need more employees...

I went in a few weeks ago to set up service. Joy sold me on one of the bundles, telling me that I’d pay $119 per month with no set-up fees. Fast forward to my first bill—$200. I called customer service who said that my only options were to pay or cancel. I went to the store to see what they could do. Derek said that it was an error on their part and that I’m supposed to get a different “campaign” rate. He advised me to pay $120 and give them a few days to fix things. It’s been 11 days, and I’ve gotten a second bill (for $160), and owe $80 for the first month. Derek didn’t fix anything after all. I went back to the store and worked with a woman who said that neither she nor the supervisor could do anything. She also told me that she “gets in a lot of trouble for being transparent.” Basically, they lie to make a sale and are punished if they’re honest about pricing. Just ridiculous. On principle alone, I would take your...