Cox Residential Digital Solutions Store

Very poor customer service. I arrived just before closing to swap defective hardware and was rudely turned away at the door despite my technician calling ahead to set up the time and hardware. If you live nearby consider going to a different Cox store or using another service.

If I could give ZERO stars I would. Problems with cable/​DVR box since the beginning. Only picked Cox because TWC not available here. Constantly have to have box reset-​multiple times a month. Have had tech guys sent out only to tell us there is no problem! Are you kidding me? Picture constantly freezes but they can’t tell me why or reboots itself without warning. So irritating. Last week called and we were told since we had history of problems they wanted to send tech out AGAIN! Waste of my time. They never find anything wrong. In the last week I wasted nearly 3 hours on the phone trying to resolve these issues. It’d just be easier to switch to Direct TV-​the only other provider. They have you when there’s only ONE cable provider available. Did NOT have issues when had TWC. Cox is overpriced with way too many problems. Scrambling to watch all my recorded programs because now Cox is bringing new DVR/​Cable boxes out. So if we don’t watch our recorded programs by our appointment time then we loose them. Absolutely ridiculous!

Cox Communications seems to be a big bloated company that seems to be dragged by innovations rather than being innovators. While their television and Internet service is generally excellent (lately though, they are going through a lot of outages in my area which aren’t getting fixed), it is generally WAYYY overpriced. This company needs to experience some REAL competition instead of them being the only rodeo in town, which in turn, would force them to be way more competitive in the pricing of their services. Their tech crews (which are subcontracted to another company) often come off as a legion of thugs just released from prison.

I’ve read quite a few negative comments regarding customer service at this location so I felt inclined to share my very positive experience here. I came here to acquire one of Cox Cable’s «mini boxes». Christopher was very helpful and to-​the-​point, and got me set up with a new mini box and out the door in less than 15 minutes. More importantly to me, he didn’t try to upsell me at every turn. Well done, Christopher!

Cox is changing all our TV channels to digital. I tried most of the day to contact the Santee store for help and got a busy signal. I finally called a national Cox number and after a long wait they told me that I needed an IR Blaster so our Tivo could communicate with the Cox Mini Box. They said Cox does not mail these Blasters and that I would have to travel to the Santee store to get one.
In frustration I called Tivo who referred me to the wonderful folks at
who sent me the IR Blaster and it arrived the next day (see my glowing Unilocal review of WeaKnees). I need to know exactly where the IR Sensor is on the Cox Mini Box to aim the IR Blaster. I teach Digital Signal Processing for universities and have written 2 books on DSP but the Cox protocols are very arbitrary and there is no mention of the details I need in any Cox documentation.
If there is ANY way to leave Cox and save the $ 250+ monthly charge I would be interested. Perhaps using a little more of the corporate profits to provide better documentation, technical support and/​or increase staff at the Santee (and I’m sure other) offices would help Cox keep customers.
Cox is not MY friend in the digital age.

FOR THE SOLUTIONS STORE ONLY, NOT THE COX PRODUCT OVERALL.
NICE JOB! The store opens at 10am and I arrived at 9:55am on a Thursday, and there were about thirty people ahead of me. Due to their well-​organized intake system, I only waited about ten minutes, seated on a somewhat-​comfortable couch, before I was able to drop off my cable modem. Trevor was efficient and courteous, and the process took just two minutes.
There used to be a Cox store much closer in El Cajon, and years ago I remember standing in line for just two or three minutes, but that place was a dump. This nice-​looking store provides a soothing effect, and the pleasant attitude of the employees took the pain out of driving and waiting.
Hey, wait a minute…

Waited for 30 minutes. Employee was courteous and helpful. Expected install Saturday from 3pm to 5pm. They called twice to say the installer was running late. When he never showed I asked to reschedule the next morning. I was told he would return Sunday from 8 to 11. Again he never showed. I had to wait till Monday to reschedule. They claimed the earliest they could squeeze me in was Friday between 3 and 5pm. It’s now 4pm on Friday and I’m still waiting

I went to change out my box. Got there maybe 10 min. before the doors opened, and I estimate I was #30 thru the door. I set the stopwatch on my phone a minute after I was registered. I turned it off when I walked out of the building. It was less than 12 minutes. Kudos to Dennis. He was a credit to the store. That’s the complement. Let me share some observations.
While waiting to enter I was in a group conversation with several others that experienced the same situation I had the night before. Our cable boxes failed on Friday night. There must have been more than a dozen with the same box.
Just before I signed in a lady leaving made a comment that if your box quit last night, it would now work. I did not elect to leave, but wanted to get a new box. Cox has been trying to get customers to change to the new «mini boxes». I chose not to change because most reviews on these indicated many problems connecting them. Dennis tried his best to upgrade the box and up-​sell the service. I respect him for that, and for the tact with which he accepted my rejection.
I started this visit with prejudice based on my last visit. Today’s experience righted the ship. As we said in the Navy, BRAVO ZULU (Well Done)

******Absolutey LACKING IN KNOWLEDGE when it comes to the COX SWITCH TO DIGITAL.
We stood /​waited for 40 minutes 1÷15÷15, TWICE, to get a mini box to work with our home TV service.
We have two TIVO DVR’s — they told us REPEATEDLY — that the COX MINI BOX would work with our TIVO’S. IT WILL NOT. Idiot people, with no training, no working knowledge base here. They just vomit out information that is totally incorrect.
WHERE ARE THE TEAM LEADERS /​SUPERVISORS — in the back is where we watched them. Smoking and joking, not helping those idiot babies on the floor.

Dropped by the Cox store in Santee tonight on the way to Costco — arrived at about 6:15pm. After reading the previous 1 and 2 star Unilocal reviews, I figured I was in for trouble, but I was VERY pleasantly surprised when I was immediately greeted when I walked in the door by one young lady (who intercepted my old TV equipment), and another young lady who signed me into the queuing system. No more than 1 minute later, my name was called by the guy who was going to help me – in this case I was there to trade my old cable card for a new digital tuner. The tuner turned out to be free for a year, and I was out of there no more than 5 minutes after I walked through the door.
All you complainers need to get stuck with TIme Warner cable for a few years — their stores are terribly understaffed compared to the Cox store in Santee, which had at least 10 employees running around and behind the counters. I never got out of a Time Warner store in less than ½ an hour — they never have more than 2 or 3 employees helping out.
Maybe I was lucky, but I definitely got 5 stars worth of service tonight.

Been with Cox Since 1993. One of the first customer to get cox cable in Santee. Till Today. $ 193 per month for Digital TV and Internet at my home. I when in today to turn in my Cox box since I switched to Direct TV $ 72.99 includes all the Movie channels for one year and 105.55 for the second year. I was going to keep Cox internet for 60.99. But you know what Miguel in Sales in Santee said internet will go to 66.99 since you turned in TV connection. After being a customer for over 20 + years. Miguel just said that’s the way it is. Well do you know what they lost my internet service at home and my San Diego Brewery Internet service and my whole phone system. We paid $ 400 a month. I just called Direct TV Service they are installing the dish today for the Brewery its $ 73.99 for all the channels (including sports) and $ 115.00 second year and its wireless in the business not boxes all over the place and includes our ATT phone system. They will transfer you number to there system. So you do not lost your phone number.
Do you want to check out Direct TV come to our Brewery Pacific Islander Beer Company
619−270−7777. 8665 Argent St Santee CA

The saga continues.
Walked in & was asked what I needed help with.
Me: I would like to trade in my Contour box for the new Contour 2 box.
Sign in girl: OK, you are on the list. 30 minute wait.
Me: That’s cool, thanks.
40 minutes goes by, I get to the counter.
Counter boy: We don’t have the new boxes in store, you have to schedule an appointment.
Why the hell did the sign in girl not know that? Quit wasting my time!
C’mon Google Fiber!
Got a second Contour box for the house at the Cox store. Rep says «Follow these instructions to install, then call this number to activate the box. To sync the new box to the main box to watch and record shows via the new box, call this number and they will walk you through syncing the boxes»
Setup went fine. Activated itself, all channels appear to work.
Called the number to sync boxes: «Sorry, we have to send out a tech to do that» «WHAT?! Rep at your store said I could do it over the phone!» «I do apologize sir, they have been doing that a lot lately, but I can schedule a tech to come out on Tuesday»
Two thumbs down.
The only reason for the second star is the AC, free wifi and Spongebob Squarepants playing on a TV in the lobby.

This place is always too busy… They need a better system and more people to run this place.

I’m honestly not a fan of the actual cable service. It’s average, borderline sub par. But this location impressed me. I stopped by on a Saturday morning at like 1004 to turn in my cable box. I was out of there and in my car by 1011. There were about 15 people already in front of me when I got there. They had a good system servicing people there and did not give me a hassle. Again… This review is for the store service and not the actual TV service.

Even though i was dumping Cox cable in favor of Direct TV, this store in Santee was awesome! i was expecting a horrible experience like i used to get at the El Cajon Store, but it was great. Too bad the prices are so high (and change EVERY month) otherwise we’d have stayed.

I got to the door about 5 minutes before the Saturday opening time. There were many people ahead of me and I was ready for a LONG wait… d;^(
Was I in for a pleasant surprise… d;^)
They had a ‘triage’ system where everyone got to the right place to take care of their needs!
I was behind the middle of the ‘pack’ and got out in about 5 minutes.
They were working like a well oiled machine… d;^)

Update to the update.
WE are still having trouble with the DVR! today I went to the store and was basically laughed at because I felt their service is less than reliable. I have had to reset the box several times on my own and had techs out to my house to change the box, but what is the use of a DVR if you keep losing your shows? Basically, none! So just want to let you know how COX is with their customers.
Last Update: We had the same problem with that stupid DVR box again. I just want to cancel. It is a bunch of trouble when it goes down. You lose your shows, you have to search for new recordings… It’s horrible. Although at first I gave Jacob a 5 star rating when it went out again I was angry.

1 minute wait. These guys are efficient service with a smile. This place is way better than the Euclid location.

Bottom line — good service at this location.
We were just not happy with our Cox Whole Home DVR system — some service problems may have been able to have been fixed by a service call. However, other issues were inherent in the system and unacceptable to us after having been long-​time DIRECTV subscribers (Cox shows episode numbers instead of date first aired on DVR listings — very frustrating for us).
I called Cox recently to inquire about cancellation of our TV portion of our bundle in spite of an early termination fee, having signed a 2-​year contract about 6 months ago. The rep was really cool, gave a couple workaround ideas, and as a former DIRECTV employee, I think she knew where I was coming from. :)
After deciding to go with DIRECTV and getting it installed, we called Cox to cancel. The rep I talked to was friendly and efficient and got the transaction handled quickly, and I even thanked her for not giving me crap about cancelling. Love the phone and internet, but not the TV…
Yesterday went to the Santee store to return our DVRs. There was a guy at the front who welcomed us, put our name into the system, and took all of our boxes and gave us a slip with the serial #s for us to hand over to the rep. Nice to not have to sit around holding all the boxes.
There’s a monitor that shows your name so you have an idea how long you have to wait. We were maybe #4 in line and since there were quite a few employees working, I think we were up in about 5 minutes. The rep did ask why we were cancelling but didn’t give us a difficult time. He handled the transaction quickly and pleasantly.
I always dread cancelling services because of the pushback. Didn’t have any problems this time around.
And to be fair, there were a couple things we liked better about Cox’s DVR — their Music Choice has a lot more features than DIRECTV’s Sonic. And… all of the standard Cox remote with our system were backlit, which is REALLY nice.

Why are these guys all the same??? Worst customer service standards. Basics in welcoming comforts. Conveniently forget to tell you about discounts or how to obtain your rebates. Ugh. Just crooked. Two stars only because I worked them to go what was due to me every three months. I’ve moved on.