Visitor
•
1 Message
Long-Time Loyal Customer Asking for Help With Sudden Rate Increase
Hi there,
I’m hoping someone from Cox leadership can help because I’m extremely frustrated.
My internet bill was suddenly increased, and I’ve spent over 2 hours on chat today trying to get it corrected. I’ve been a loyal customer who pays on time, and I’m only asking to have my bill returned to the rate I was paying before — it’s a difference of just $28, but every rep I’ve spoken to refuses to help or offer any workable solution.
I’m not looking for special treatment, just fairness and consistency for a long-time customer. I’ve been with Cox because I value reliability and good service, but this experience has been incredibly disappointing.
Can someone please review my account and help restore my previous rate or provide a reasonable adjustment? I would really appreciate someone looking into this instead of sending me in circles with support.
Thank you.
JulianN
Moderator
•
318 Messages
17 days ago
Hello. I'm sorry to hear of this billing issues. We value your business and tenure with Cox. We'd be happy to assist on this matter. Billing and accounting issues require the sharing of sensitive information to resolve which isn't best suited for a public forum. Please email us at Cox.Help@cox.com with your full name, complete street address, Cox pin, the details of your concern and a link to this post. We look forward to receiving your email so that we may assist you.
-Julian
0
0
enrjyzr
Visitor II
•
3 Messages
11 days ago
@allieport et al
I'm coming in to this a bit late, but reading your billing statement will tell you why your bill went up. Those notes are helpful in situations like this and probably why you weren't able to go back to your former rate.
For me, I was also surprised about the rate hike until I read the notes on this months' bill, and it said that "effective November 6, 2025" they are making some changes to their service rates. Well, my billing statement was ready November 5, 2025, so I had no timely notice of the increased rate. While I would have preferred my bill going up in January instead of December, it is what it is. I can either complain, remove services, cancel my tv plan, or accept the increase. I called billing and told them I was okay with the increase [for now], but it wasn't fair that the increase notice came after my November billing statement; I always thought the customer was supposed to receive a notice of changes a month in advance, which wasn't in my case.
Bottom line, read your billing statement beyond how much you owe. And if you are paperless like I am, after you get your statement, read it! If there are mistakes you only have so long to dispute them. 😉
5
0