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Northernlights

New Contributor

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8 Messages

Saturday, November 30th, 2019

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Cox App "Unsupported User" error message

Recently I can't log in to my Cox App " Unsupported User. We are sorry, multi statement accounts do not have access to the Cox app at this time." What gives? Level 1 phone support as usual is a complete waste of both of our time. I already had uninstalled and reinstalled app and power cycled. Same message.

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6 years ago

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KevinM2

Former Moderator

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1.5K Messages

6 years ago

Hello, do you have more than one account with Cox? If not, please email us at cox.help@cox.com, and include a link to this forum thread. Our next step would be an attempt to duplicate the error message on our end. Please also make sure your device's operating system is up-to-date with the latest software.

www.cox.com/.../minimum-system-requirements-by-cox-internet-package.html

-Kevin M. Cox Support Forum Moderator

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Frustrated_long

New Contributor

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2 Messages

6 years ago

I do not have more than one account and still get this error message.  I called you support line on 11/27 and they told me they would have it fixed on my account and would call me back (you know where this is going. . . ).  So, yeah. . .no callback and I still get this error three weeks later across multiple devices.  And don't tell me to delete and re-install it.  I did that also across my devices and still get that stupid error.  I attempted to contact your chat support tonight and Juliana E. was nothing but a continuous frustration.  So does the *** app work or not?  I would expect to see more posting if it was a broke app issue.  So whats the problem with my account then?  You know, the one a support person said they would fix and call me back about three weeks ago?

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JonathanJ

Former Moderator

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1.9K Messages

@Frustrated long-time cox client

I apologize for the frustration you’ve been experiencing with your Cox services and I want to help. If you can email your full name and the street address on your Cox account, I’ll be happy to investigate.

Jonathan J
Cox Moderator

6 years ago

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darrell390

New Contributor

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1 Message

Same here. Called support and they told me it would be fixed in a couple hours. Still can log in. I’m tied of dealing with cox. 

6 years ago

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JonathanJ

Former Moderator

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1.9K Messages

@Darrell390

If you're still having an issue logging into the cox app please email the full address and full name to cox.help@cox.com, so we can take a closer look.


Jonathan J
Cox Social Media Support Specialist

6 years ago

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dghenry1

New Contributor

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4 Messages

6 years ago

I’ve been getting the same error for weeks now.  I wonder if the problem is this...the message says the app does not support multi-statement accounts.  I have Cox TV/Internet...and I have a Cox phone line. Those come on separate statements and they have separate due dates. But they are all under one account.  Multiple statements on one account. I wonder if it’s as simple as the coders who wrote the app were not told that many customers have two different statements because that is how Cox treats phone vs TV Internet?  

What say you Cox moderators?

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CurtB

Honored Contributor

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2K Messages

I have Cox TV/Internet...and I have a Cox phone line. Those come on separate statements and they have separate due dates. But they are all under one account.  Multiple statements on one account.

Do you still get the TV/Internet/Phone bundle discount when you receive two statements?  If not, why don't you bundle them and get the discount since you're using all three services anyway?  And, one statement would solve your multi-statement issue.

6 years ago

dghenry1

New Contributor

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4 Messages

Yes...I get the bundle discount. I’ve tried to get Cox to put it all on one statement and they tell me they can’t. 

6 years ago

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CurtB

Honored Contributor

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2K Messages

I'm sure Cox has a good reason why they can't get all of your services on one statement.  Did they happen to tell you what it was?  There's a difference between can't and won't.  It's just the end result that's the same.

6 years ago

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dghenry1

New Contributor

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4 Messages

No explanation given. Just said “no.”  

6 years ago

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CurtB

Honored Contributor

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2K Messages

How did you communicate with Cox? Was it by phone, email or chat?

If you haven't already, you should contact cox.help@cox.com and ask them why Cox is unable to consolidate all of your services to the same statement.  It's probably because of the different due dates and they just don't want to bill for a short cycle to sync them unless there's a good reason to do so.  But, it's reasonable to believe they can do it, and they might do it if that would fix an error a customer is having with a Cox app.

6 years ago

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