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#15
CoxHomeLife-Logo

Cox Homelife

Biggest Customer Gripe: Bad Customer Service (read reviews)

Our Score
7.5
User Score
1.8

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Our Score
7.5
User Score
1.8
Rank this Company

Ratings Breakdown

Price

Essential monthly payment
$29.99 - $44.99

Up-Front Costs

Activation, Install & Equipment
$99

Technology & Equip.

5/5 = BEST
4/5

Contract Length

Total # of months
24

Cancellation Policy

Can you cancel contract?
Undisclosed

Moving Policy

Can you move with system?
Undisclosed

Number of Reviews

User reviews here on BHSC
115

This Review is maintained by Chase Sagum

Review Last Updated: June 28, 2018

Cox Communications is one of the largest phone, cable, and internet providers in the nation. Cox Homelife is its home security package. The service offers complete security and automation as well as a 24/7 professional monitoring center, and customers can bundle Cox Homelife with another Cox service. While Cox Homelife offers a number of baseline features common to top home security companies, its system requirements, and features, service availability, and undisclosed cancellation fees prevent Cox Homelife from top-rated status.

Rank Chart
User Rating
Monthly Price
Upfront Costs
Review

#1

7.9
$19.99-$42.99
$0

#2

7.2
$34.99
$99

#3

3.3
29.99-59.95
$99

#15
CoxHomeLife-Logo

1.8
$29.99 - $44.99
$99

The Good

  • Several Monitoring Options
  • Live and Recorded Video Monitoring
  • Remote Access Through Mobile App
  • Free Quote and In-Home Consultation

Cox Homelife was designed with three main purposes in mind: to protect, monitor, and control your home’s security features. As such, the company offers a number of options that you can either bundle with an existing Cox subscription, or customize to meet your specific home security needs. In terms of protection, Cox Homelife offers a number of devices, including 24/7 monitoring, flood and carbon monoxide monitoring, smoke and heat detection, and both a battery and cellular network backup.

Users can access their Cox home security system through the interactive touchscreen, online, or through Cox Homelife’s mobile app. There, they can gain access to live and recorded video monitoring, receive text or email alerts, and even control security and energy features in their home, such as lights, small appliances, doors, and the thermostat. Cox Homelife’s wide array of devices allows the company to compete with top companies by allowing users to customize their home security packages. And if customers aren’t familiar with how home security works, they can receive a free in-home consultation from one of Cox’s home security representatives.

The Bad

  • Signup Requirements
  • Potentially Hefty Cancellation Fee and Other Costs
  • Limited Availability
  • Poor Customer Service

Cox Homelife’s terms and conditions list a number of requirements customers must meet before they can sign up for a home security system. Most notably among these requirements is that Cox Homelife is only available to individuals with a current or new Cox phone, video, or internet subscription. Customers are also required to purchase a touchscreen with their system (not included in the starter kit). This touchscreen comes with an additional $3.00 monthly fee. In addition to the touchscreen fee, customers will need to pay up to $99.00 upfront before their security system can be installed. Access to recorded video monitoring requires an additional $14.99 monthly fee.

Cox Homelife is only available in 19 states, while industry leaders boast a truly nationwide presence. And despite its 24/7 professional monitoring center, customers have reported several service complaints against Cox Homelife. These complaints include unhelpful customer service representatives, and extended periods before Cox will respond to questions or issues. Some customers have reported issues with the required touchscreen device, and failure on the part of Cox to resolve these issues in a timely manner.

Want to know which home security companies are top rated? Click Here

The Bottom Line

For current and new Cox customers, Cox Homelife is a great option. The company offers a wide variety of home security devices, professional installation, and 24/7 customer support, however, Cox’s home security system also comes with a number of fees and limited availability. Cox Homelife’s customer service is also a major point of concern. Even if you reside within one of Cox’s service areas, you might consider other top home security companies that have less hidden fees, and a better customer service track record.

Information Taken from Notice to Alarm User*

Section 1

You are required to instruct all users of your alarm system on the proper operation of the system, the importance of avoiding false alarms and the duties discussed by this notice.

Why it’s important

Make sure you instruct everyone in your residence on how to use the alarm system as to avoid any false alarms and any fees incurred therein. 

Section 3

You may be required by your local jurisdiction to obtain a permit for your security system; this is the responsibility of the homeowner. Failure to obtain any necessary permits may result in fines or increased false alarm fees. For more information on your jurisdiction, please visit www.cox.com/homesecuritysupport

Why it’s important

Before purchasing your system from Cox make sure you check your city’s local permit laws. Failure to obtain a permit could result in fines and fees.

Section 4

You are required to update your information in the Cox Home Security subscriber portal with your permit number. You can do this by going to https://portal.coxhomesecurity.com, logging in, selecting Security, then Emergency Dispatch Setup. At the bottom of the screen is the “Alarm Ordinance and Permit Registration” section for the alarm permit number and expiration date. Complete your information and click on save.

Why it’s important

Cox requires home security customers to update their information in their Cox account profiles with permit numbers.

Section 9

Beginning on the date your alarm is installed, you will have approximately a 30-day grace period from fines for false alarms, although this grace period may vary by city, ordinance and type of alarm. This information will be in your applicable alarm ordinance.

Why it’s important

Cox customers have 30-day windows where they will not be charged for false alarms or fines. The window starts the day the alarm is installed.

The Good

Cox Home Security provides customer a package home automation deal on top of a home security system when you purchase the “Preferred” package.  This is their top package that combines some security, video surveillance, and home automation.  For $39.99/month for 24 months customers get the following:

  • Battery and cellular network backup
  • 24/7 professional monitoring
  • Access via web, smart phone and tablet
  • SMS text and email alerts
  • Smoke/het detection
  • Water/flood monitoring
  • Carbon monoxide monitoring
  • Secure live video viewing or recording
  • Control lights and small appliances
  • Adjust thermostats remotely

The Cox preferred package includes many nice features that typically have to be purchased separately through other companies, such as the carbon monoxide detectors, video cameras, email & text alerts, and non-Cox appliance controls (a device that allows you to remotely control lamps, TV’s, ice machines, etc.).  Another great option that Cox provides is discounts when you bundle the home automation package with other Cox services, such as TV, internet, and phone services.

The Bad

In order to obtain a touch screen control panel to remotely control all your devices and appliance you have to rent it from Cox for an extra $3/month.  This service is usually provided with the main package from other providers.  Also, Cox does not provide door lock monitoring for the front and main garage doors as many other companies do.  Even in their a la carte section where you can purchase equipment on a piece by piece basis they are not found.  Again, this is typically a service that is included in home automation packages.

The Bottom Line

Cox provides a quality home automation package that is as good as or better than most systems currently on the market.  Also, their system is about $10 to $20 dollars cheaper than most.  If you live in Arizona, California, Connecticut, Ohio, Oklahoma, Rhode Island, or Virginia and are in the market for home automation we suggest discussing your options further with a Cox representative.

Cox is a major player in the home security industry. Founded by James M. Cox in 1898, Cox Communications has been a tried and reputable company for decades. Cox’s annual in-kind and direct cash contributions exceed $100 million, with a community outreach focus on youth and education initiatives. The Cox home security equipment is high quality and robust. In addition, Cox owns and operates six different central monitoring stations located throughout the United States. These stations are UL listed and fully redundant.

Cox supports customers with existing home security units and can add additional features plus monitoring. They offer two monitoring packages that start at $29.99 per month.

Technology and Equipment Overview

Cox uses SMC equipment and technology. SMC Networks (equipment provider) is the only vendor to service 12 of the top 14 multi-service operators (MSOs) in North America including Comcast, Time Warner Cable, and Rogers. The Cox home security system includes the SMC Ruby RB5701-Z touchscreen which is the central device that controls the entire home security and automation platform. The touchscreen includes ethernet, WI-FI and GSM/GPRS communication channels by default. In addition to the touchscreen, the Ruby family includes the SMCMT03-Z infrared motion sensor. The SMCMT03-Z Motion Sensor is highly sensitive to moving infrared sources. It features superior immunity to RFI, vibration, static electricity, temperature changes, and other false alarm sources.

With the Preferred package, here’s the kind of equipment customers will get:

  • 1 touchscreen control pad
  • 2 window/door sensors
  • 1 motion detector
  • 1 wireless router
  • Yard sign with decals
  • Video capture/live video monitoring (equipment not included)
  • Home automation (equipment not included)

Pricing and Packages

While customers can customize their own security system with the Cox Homelife system, they also offer two packages consumers can choose from. The breakdowns of the two Cox Homelife packages are as follows:

Essential Package: $29.99/month

  • 24/7 professional monitoring
  • Battery and cellular network backup
  • Remote access with web, smartphone, and tablet
  • Text/email alerts
  • 2 window/door sensors
  • 1 motion sensor
  • Wireless router
  • Yard sign and window decals

Additional Equipment:

  • Window/door sensors
  • Motion sensors
  • Glass break sensors
  • Key fobs
  • Siren repeaters

Preferred Package: $39.99/month

  • 24/7 professional monitoring
  • Battery and cellular network backup
  • Remote access with web, smartphone, and tablet
  • Optional live video and thermostat control
  • Free indoor camera or free professional install with qualifying purchase
  • Smoke/heat detection
  • Water/flood monitoring
  • Carbon monoxide monitoring
  • Remote access
  • Text/email alerts
  • Live and recorded video
  • Control small appliances, light, doors, thermostat
  • 2 window/door sensors
  • 1 motion sensor
  • Wireless router
  • Yard sign and window decals

Additional Equipment:

  • Video cameras
  • Thermostat controllers
  • Window/door sensors
  • Motion sensors
  • Smoke/heat detectors
  • Lighting controllers
  • Glass break sensors
  • Key fobs
  • Siren repeaters
  • Smart door locks

Potential customers are subject to soft credit checks that will qualify them for free equipment and $99 installations. Cox also offers discounted prices on their surveillance cameras and other technologies if approved.

Installation

Base equipment kit includes the paid installation. If there is no purchase of the base equipment, then installation charges may apply. Cox Homelife does require a professional technician to install the system. There is DIY option available at this time.

Customers will need to schedule an appointment with the technician which will require some coordinating of schedules. The homeowner is also required to be at the property throughout the duration of the installation process.

Monitoring

Cox Homelife offers 24/7 professional alarm monitoring for $14.99/month. Professional operators are on hand to ensure safety at all times. Upon enrolling in Cox Homelife monitoring, the home security system will transmit alarm signals directly to the control station. The operators are responsible for contacting the customer when the alarm is triggered and will also send police.

To learn more about Cox Homelife security, visit their website for more information. For more information on other home security providers, view other company profiles.

Are there any inaccuracies in this review? We take our accuracy very seriously and would love your feedback. Give feedback here.

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115 Cox Homelife Reviews

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  1. User Score
    1
    September 13th, 2018 Warwick, RI
    1 people found this review helpful!
    I was always able to put camera on landscape with no problem for the last month every time I do the APP shuts down
    Read More
  2. User Score
    1
    September 9th, 2018
    2 people found this review helpful!
    When trying to review previous video surveillance, attempts are futile. Whether using app from mobile phone or panel device, we get kicked out before being able to even view surveillance. This is very disheartening/disappointing.
    Read More
  3. User Score
    0
    September 7th, 2018
    2 people found this review helpful!
    Please do your home work before buying this trash system. Do your research on the internet before buying. They got us for 1,300.00 for 6 camera’s that dont record due to their D.V.R. and App. Everyone is complaining and they want refund your !
    Read More
  4. User Score
    0
    August 21st, 2018 New Orleans, LA
    3 people found this review helpful!
    Cox Homelife has been a horror story. I suggest to anyone even thinking about getting this system to reconsider. Its a horrible system.
    We had it installedand the techs could not get it to work since day one. We had tech after tech and supervisors come ovet to try to fix the system to no avail. Then we were told that we needed to be patient because Cox has a new app coming out and we will be one of the first to be installed, then the system will work. A bunch of lies. The tech came out and installed the new app and still didnt work. I heard him tell his supervisor on the phone that the SYSTEM WAS NOT FIXABLE. We asked for our money back and was turned down. We paid for a bunch of equipment that never worked and Cox feels that is ok. So we have cameras that were intalled on and in our home THAT DO NOT WORK. They say that they cannot make it work but still refuse to refund our money.
    Now they are saying that it is WIFI issue. Well, it is COX WIFI.
    Cox Homelife is made up of a bunch of thieves! I thought that this would be a reputable company to have a security system with. I was wrong. They do not know what they are doing and we have to pay for it. Piss poor company!! Stay away from them.
    Read More
  5. User Score
    0
    August 13th, 2018
    3 people found this review helpful!
    This system sucks if you travel. Which i thought the commercials were great. so i purchased 6 cameras and 6 door connectors. it worked good for a while, then not so good. I’m not a big reviewer or naysayer, but i have to say something on this. This is the best system when its running and the app is great. but when i’m out of town and the cameras go offline, i have to call and schedule an appointment to get the cameras fixed or unplug them and re plug them in. this occurs every 2 weeks or so. this is not ok. i am out of town, the entire point of these cameras and service is to watch my stuff whilst i am gone. I should not have to replug unplug anything, let alone if i am away from home. i tried to cancel the service based on it sucking in this way, the cancellation fee is the monthly fee until my contract is up. this is a crappy way to to business and as a business owner i would not treat my customers this way ever, you should be ashamed of your selves. you are wasting my time and money with this.
    Now i am stuck with this crappy service until my 3 years are up. so that’s great.
    Read More
  6. User Score
    3
    July 31st, 2018
    0 people found this review helpful!
    Cox homelife worked great for the 1st year and a half we had it. after that the alarm system started going off for no reason, the touch pad had more glitches than we can count. You could put in your code it would go silent as if it accepted your code then 2 minutes later the alarm would go off. It took months to even get someone to come look at the system. Our contract will be over in 1 week and we are very glad that we can get rid of them, and get a system that is not so glitchy. We have given up on even contacting them to try and fix the issues. They have been out several times, would not even compensate us for the months they would not send anyone out so the system had been useless, It still randomly sets the alarm off.
    Read More
  7. User Score
    1
    July 31st, 2018
    1 people found this review helpful!
    (My) Cox Homelife Security System has been a piece of junk – – requiring twenty (20) Service Calls in the past year. Cox seems to think this is okay and have responded “we fix it every time”. Had ADT for over 15 years without a problem but wanted to ditch the land-line. Huge mistake!
    Read More
  8. User Score
    0
    July 29th, 2018
    1 people found this review helpful!
    Everything about them is bad. They dont tell u its a 3 year contract and dont fix it when something goes wrong I love cox service but not homelife they are giving cox a bad name!
    I cant believe they charge you to fix anything.
    Read More
  9. User Score
    1
    July 18th, 2018 Las Vegas, NV
    0 people found this review helpful!
    System is slow and hard to use. Software to monitor home looks like a prototype and not a commercial product. Find a professional company for security. I’m locked in the contract but it is up soon so I will find a better option. I would never choose Cox Homelife again.
    Read More
  10. User Score
    8
    July 5th, 2018
    3 people found this review helpful!
    Have Cox installed on 6/27, for internet, phone, tv, and security. Installer arrived on time, was very professional, took about 3/4 of a day for him to install and connect everything. He did have help later in the afternoon.
    We knew in advance about the two year contract, ALL pricing, monthly and extra for security (which will be on our first bill and can be paid off in three installments)

    So far everything is working great, no problems. Touch screen works, we can put special times in for entry and exit. Have three lights on pad too, also works great.

    Key pad entry for front door; locks and unlocks (through phone app). Only thing I do not like is that it does not turn security off if I unlock for someone to put a parcel inside, etc. Have to turn security off first. Which is not too much trouble.

    Bought an extra camera, one extra door sensor and three light bulbs. All working as advertised.

    Installer went over everything with us, no rushing, answered questions and took his time to explain everything.

    Have been with Cox before (2004 tv, internet and phone) at our previous home, but did not have security with them. Never had major issues. If we did, we’d call or go to the local store and problems were solved satisfactory.

    I am surprised at all the negative reviews… Granted for security it’s only been two weeks, but so far so good.

    I would suggest if you do decide to go with Cox for security (or/and any of their other services) ASK QUESTIONS, make sure you have ALL the information. Keep asking questions until you’re absolutely happy with everything that they’re explaining to you!

    Reps at our local store are extremely knowledgeable and professional, and if they are not sure, they tell you and will find out what they need.

    LJM

    Read More
  11. User Score
    1
    June 15th, 2018
    0 people found this review helpful!
    Horrible customer service. Getting the system installed took 4 separate visits and a fifth to reconnect coax tv cables correctly.
    When given I information I wanted to cancel I was put on hold for an hour before having to hang up… the only reason I stayed on that long was out of curiosity to see if the were messing with me because having stated I wanted to cancel service…
    The sales person stated 6 months trial period which I found out later on… not true…
    This company has too many separate departments which are not on the same page…at all!
    Read More
  12. User Score
    0
    June 14th, 2018
    2 people found this review helpful!
    Cameras have a 10 second delay when it detects motion before it starts recording. The subject has already left the area so you get empty frames. Completely useless as a security system. Company will not take back equipment after they have installed it.

    Do not buy their camera system.

    Door lock, smoke detector, window and door sensors work as expected.

    Read More
  13. User Score
    0
    June 8th, 2018
    3 people found this review helpful!
    THERE IS TWO YEARS CONTRACT!! I DIDNT EVEN KNOW. THEY NEVER TELL ME BEFORE. THEY SAID IT WOULD BE A TRIAL BUT IT WAS NOT. THERE WERE TWO YEAR CONTRACT. I NEVER SEEN THE CONTRACT BEFORE I ASKED THEM TO SHOW ME THE CONTRACT I SIGNED. THEY SEND ME THE CONTRACT WAS SIGNED AND INITIALLED BY COMPUTER. THEY SAID IF I WANT TO CANCEL IT, THERE IS $700 EARLY TERMINATION FEE I HAVE TO PAY. I ONLY TRIED ONE MONTH.
    Read More
  14. User Score
    0
    June 1st, 2018
    4 people found this review helpful!
    once they get you signed up you can forget service, unless you want to pay for it. Warranty on cameras is almost non existent. the computer app for cox homelife is terribly slow to load. wish I didn’t get the camera security. on the smoke/fire and CO2 detectors they work great, no problems. the price you pay for the cameras and motion sensors inside your home is costly and I have had nothing but problems with them, not so much the motion sensors but a great deal of problems with the cameras. overall I feel you can get better product and service from other companies such as ADT or other security companies.
    Read More
  15. User Score
    0
    April 23rd, 2018
    7 people found this review helpful!
    Cox Home Life Security Services is the WORST service that you will ever deal with if you choose them for a home security service. First of all the service is completely awful, the equipment is really not appropriate for a home, it is better suited for an apartment. They give you one monitor that you have to take with you all over the home to turn off. The alarm is very low so if you live in a two-story home you cant even here when someone comes in the home. The monitoring staff are the most rude and inappropriately prepared staff I have ever seen. It is almost as if they are providing this service for free so we should be okay with the way they are speaking to their customers. They have the worst customer service and they need to stick to providing cable….they are much better at that than home security. PLEASE DO NOT USE THIS SERVICE….your better off going with a more reputable company that has been providing security monitoring. Anything or even nothing is better than Cox Home Life services. RUN<<<<>>>RUN
    Read More
  16. User Score
    0
    April 17th, 2018 Scottsdale, AZ
    5 people found this review helpful!
    Customer service was horrible …. was transferred to 5 different people stating that it is not them dealing with Billing/Changing service …
    Read More
  17. User Score
    0
    April 6th, 2018
    7 people found this review helpful!
    A lot of hidden things Cox Homelife doesn’t tell you when signing up. Bugs set off your cameras they fly by at night even at the lowest setting. Thus, you only get video up to 50 per 24 hrs. Never was told this by salesmen.. so by morning you are over quota for video monitoring. So break ins during the day or night do no get videos. Oh but they have a NCR recorder for 12.99 per month . More added to your monthly bill. Techs come out and tell you you can reset your videos to zero through the homelife portal. Lie lie lie. I could go on. Customer service reps are rude and say, it is what it is. They never offered a month to month option, it had to be a 2 year contract. Baloney. This is the worst service and Cox don’t care. Buyer beware, do not buy this bogus system. I just had to JD antennas delivered today. If they work well, I’m cutting the cable. Do not buy this crap. I am going to social media to warn people not to buy this garbage service.
    Read More
  18. User Score
    0
    March 28th, 2018
    7 people found this review helpful!
    Cox Homelife is a disaster from top to bottom. Glitches with the app, glitches with the hardware at the door, glitches with the firmware, and updates that require the owner to disconnect their door and reset and reassemble. Hard to do with you are in another country or travelling. But the worst of all is the customer service by the supervisors. I have been fighting for two months to get the refund that I am entitled to since their contract states that if the issue is not resolved after 4 visits then a full refund will be granted. Two months of calling and receiving a run around. Then yesterday I discovered that a supervisor by the name of Johnathan disconnected my Cox Homelife without telling me meaning that my home now is not covered for smoke, fire or burglar alarms. How can they call themselves a home security service and do such a thing? What if I didn’t notice and something happened at my home while I was away? So I called and demanded an explanation only to be told that Johnathan would be “reaching out” to me immediately with an explanation for his actions as well as where we presently stand in our contract. I have received no phone call. DO NOT BELIEVE THE COX COMMERCIALS. Their coverage will not provide you with that ease of security that the commercial promises. The shocking thing is that this isn’t new with Cox. As I read through the negative reviews they are endless with the same stories being repeated year after year after year. Save your money and get a security system elsewhere.
    Read More
  19. User Score
    0
    March 16th, 2018
    3 people found this review helpful!
    Homelife is HORRIBLE! I tried to cancel 2 days after it was installed and was told I was stuck in a contract. I have a mental disability and when I called they wouldn’t let me talk and it got triggered. Spent 4 months in the hospital and they still won’t help me. DO NOT GET COX AND WASTE YOUR MONEY!!!!
    Read More
  20. User Score
    0
    February 15th, 2018
    5 people found this review helpful!
    Do not purchase cox home life. The worst decision ever. Their customer service is appalling. The customer service representatives are rude and unhelpful, they pose as supervisors and they will hang up and not help with any issues. I have called to cancel my service for the past 9 weeks because the sensors stopped working and there was no communication between the monitor and the room sensors. For the past 9 weeks I have been jerked around and been told that a supervisor would get back to me and to this day one has yet to call me.
    Read More

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Our Score
7.5
User Score
1.8
Rank this Company

Ratings Breakdown

Price

Essential monthly payment
$29.99 - $44.99

Up-Front Costs

Activation, Install & Equipment
$99

Technology & Equip.

5/5 = BEST
4/5

Contract Length

Total # of months
24

Cancellation Policy

Can you cancel contract?
Undisclosed

Moving Policy

Can you move with system?
Undisclosed

Number of Reviews

User reviews here on BHSC
115
Our Score
9.0
User Score
7.9
Rank this Company

Ratings Breakdown

Price

Monthly Price Range
$19.99-$42.99

Up-Front Costs

Activation, Install & Equipment
$0

Technology & Equip.

5/5 = BEST
5/5

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Pay Balance

Moving Policy

Can you move with system?
Free

Index

Quality Index (Below 413 is good)
77

Number of Reviews

User reviews here on BHSC
2,248