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#14
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
103

This Review is maintained by Chase Sagum

Review Last Updated: June 5, 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

8.0
$19.99-$42.99
$0

#2

7.3
$34.99
$99

#3

3.3
29.99-59.95
$99

#14
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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103 Cox Homelife Reviews

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  1. User Score
    0
    June 8th, 2018
    1 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
  2. User Score
    0
    June 1st, 2018
    2 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
  3. User Score
    0
    April 23rd, 2018
    4 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
  4. 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
  5. User Score
    0
    April 6th, 2018
    5 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
  6. User Score
    0
    March 28th, 2018
    4 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
  7. User Score
    0
    March 16th, 2018
    2 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
  8. User Score
    0
    February 15th, 2018
    4 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
  9. User Score
    0
    February 7th, 2018
    4 people found this review helpful!
    Cox all around is horrible. The internet service and Home life security system. They don’t care about their customers and they are rude. All they care about is taking your money and telling you how sorry they are for their horrible service and equipment. I will continue to let people know how dissatisfied I am with Cox. And I definitely will not recommend anyone to their services. I am going to take my service elsewhere.
    Read More
  10. User Score
    1
    January 22nd, 2018
    4 people found this review helpful!
    Horrible customer service took. almost an hour to reach the resolutions dept. Then the guy had an attitude and a half. I just want my homelife disconnected because I have tried to get them to fix the security service and they have not been able to as well as have refused to respond to my requests to fix the system for over a month.
    Read More
  11. User Score
    1
    January 3rd, 2018
    3 people found this review helpful!
    They totally messed with my contract dates. Good news…. i kept copies of the original contract.
    Read More
  12. User Score
    0
    December 19th, 2017 Las Vegas, NV
    4 people found this review helpful!
    The cox app for homelife sucks. It often does not connect with system in my house, so you have to stop and restart your phone to get to work, big pain. I had a fob which broke twice, the first time they replaced the second time they told me they did not carry them anymore. They were happy to sell it to me and take my money but once they figured out they were selling junk got rid them and left me high and dry. Did not offer to refund any of my money. Plus i pay for a maintenance agreement. So that means they decide what to maintain and change it when they want. Your best bet go somewhere else.
    Read More
  13. User Score
    0
    December 14th, 2017
    4 people found this review helpful!
    All and all they just suck can’t wait for my 2 year contract to expire it has been an awful experience if your thinking about getting any services from cox run away and run fast because they just plain SUCK horrible horrible company.
    👎👎👎👎👎👎👎👎👎👎👎👎
    Read More
  14. User Score
    1
    November 21st, 2017 Queen Creek, AZ
    2 people found this review helpful!
    Cox changed their policy regarding international text messages part way through the contract (they will no longer send text alerts to Canadian cell phones) yet they refuse to acknowledge that they breached the contract. Cancellation fees are exhorbatent
    Read More
  15. User Score
    1
    November 6th, 2017
    4 people found this review helpful!
    Cox home life system is very bad! I have had this for 28 months and malfunction 32 times. Tried to cancel service and was told We were in a 36 month contract which was different than the 24 month contract with cox cable internet. Representatives when installed cable, Internet etc. never explained the difference. When asked home life to come out to look at the problem we were told there maybe a charge. Do not go with home life if your looking for adequate security. We paid them off and honestly very happy.
    My neighbors use ADT without any incidents. We have now have ADT for a year without any hitches.
    Read More
  16. User Score
    2
    November 1st, 2017 Henderson, NV
    3 people found this review helpful!
    I’ve been a Cox Homelife customer for 2 full years. The touchscreen provided is very poor quality with terrible sensitivity to touch and poor resolution. There are limited customer tuning selections with no options to change entry and exit times. Customer service is terrible! Both times I called to complain about the screen I was told to use the mobile app instead. They know the screens are garbage. Children’s video toys look better. For the price I pay each month I am very unsatisfied. Don’t buy Cox Homelife.
    Read More
  17. User Score
    0
    October 25th, 2017
    0 people found this review helpful!
    DO NOT get it, security personnel showed up after an hr of break in
    Read More
  18. User Score
    0
    October 13th, 2017
    1 people found this review helpful!
    Cox homelife is the worst services, I called many times because I was layoff from my job and I need it to cancel , they were trying to charge me $475 to cancel my service. They did not offer me any type of help, even the supervisor was very unprofessional.
    Read More
  19. User Score
    0
    October 5th, 2017
    3 people found this review helpful!
    With in week’s of getting system we were broken into. Home life notified us after the fact so the culprits were not caught. When asked about video was told no we didn’t have it as it was not included. This is an extra service. We were never told this when purchasing the system. Basically this system is useless. Half the time the camera will not connect on the app. VERY POOR service!
    Read More
  20. User Score
    0
    October 4th, 2017
    3 people found this review helpful!
    Sure wish I Had seen this before I signed with Cox Homelife. I should of know it was going to be bad when you had to sign a 13 page contract. Cox Homelife is not what they represents. The cameras have a decent quality but are garbage for going back to look at. If you want true security cameras, go somewhere else. PS I’ve had mine 2 weeks and it looks like I will have them for 2 years.
    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
103
Our Score
9.0
User Score
8.0
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
2,172