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Cox Homelife

Biggest Customer Gripe: Bad Customer Service (read reviews)

Our Score
7.4
User Score
1.7

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Our Score
7.4
User Score
1.7
Rank this Company

Ratings Breakdown

Monthly Monitoring Fee

$29.99 - $54.99

Install & Equipment Fee

$0-$99

Contract Length

24 Months

Cancellation Policy

Undisclosed

System Relocation Fee

Undisclosed

Number of Reviews

131

This Review is maintained by Chase Sagum

Review Last Updated: April 26, 2019

Cox Homelife 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. Cox Homelife 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, but you must have a Cox phone, video, or Internet subscription in order to be eligible for Cox Homelife’s security solution.

The Good

  • Bundling Options
  • Technology
  • Home Automation Options

Bundling Options

Cox customers 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.

Technology

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.

Home Automation Options

Cox Home Security provides customers with a package home automation deal on top of a home security system when you purchase the “Preferred” security 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, smartphone and tablet
  • SMS text and email alerts
  • Smoke/heat 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 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

  • Restrictions
  • Fees
  • Common Complaints

Restrictions

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.

Specific sections of Cox Homelife’s contract to note:

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. 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 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.

Fees

Cox Homelife customers are required to purchase their touchscreen (not included in the starter kit). The Cox touchscreen comes with additional charges in the form of a $3.00 monthly fee. In addition to the touchscreen fee, customers may be required to pay up to $99.00 upfront before their security system can be installed. Access to recorded video monitoring requires an additional monthly fee.

Common Complaints

Customers have reported several service complaints against Cox Homelife security. 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. Check out Cox Homelife reviews below to see what else customers noted about the home security company.

The Bottom Line

Cox Homelife offers bundling options, quality security technology, and home automation options. However, there are strict requirements for customers and added fees that make it a less convenient and affordable option for consumers. Since there are also numerous customer complaints regarding Cox Homelife service and their security systems, we recommend going with a reputable company like Protect America and Frontpoint.

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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131 Cox Homelife Reviews

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  1. User Score
    2
    May 31st, 2017 Aliso Viejo, CA
    1 people found this review helpful!
    What a rip off the system cost us and to have half-assed service. Half of the time the camera doesn’t connect and work. I am cancelling and going back to our old system.
    Read More
  2. User Score
    0
    May 18th, 2017 Lorton, VA
    1 people found this review helpful!
    The reps who came out to install were always nice but it took several months to get the equipment to set up right. The touchscreen monitor never worked well and it caused the alarm to go off a few times. When we called to complain- they said they were aware but did not have new version yet. We bought a new home and had to cancel services but they are charging an early termination fee- $1,000 dollars. We paid half and called several times to try and waive the fee but the original service representative who is understanding passes it off to the supervisor that never calls back. We’ve called 7+ times and between being on hold and promised a call back- not one “supervisor” has called us. They sent the bill straight to collections.

    DO NOT get there service unless you want malfunctioning equipment and customer service that doesn’t exist. Any other company would be better!

    Read More
  3. User Score
    0
    May 6th, 2017
    1 people found this review helpful!
    Poor quality. Constantly crashes.
    Read More
  4. User Score
    0
    April 28th, 2017 Newport News, VA
    4 people found this review helpful!
    I Have Cox Bundle package. So I decided to go with Cox Home life System. Since Day of Installment had problems with the system. A BIG ISSUE was the long process of Telling and Cox Finally come and get the System out of My house. Now I am waiting for the Retention Department to send MY Money BACK.

    V/R
    Curtis

    Read More
  5. User Score
    10
    April 18th, 2017
    2 people found this review helpful!
    Already have COX, so, it was pretty much seamless for us. Rep was very helpful, Rafael McClain, and gave us a great impression of the company. We have been with COX for 23 years and are pleased with service, though price increases have been a bit substantial over the years.
    Read More
  6. User Score
    0
    March 29th, 2017 Lincoln, NE
    4 people found this review helpful!
    As soon as they get you signed up, they are a typical Cox company. The fees, equipment costs, and service costs are outrageous. $245 early termination fee after I sold the house. Over $1200 for the equipment. Salesperson failed to mention that the customer has to go buy a permit to have the cops show up if the alarm trips. Otherwise, the alarm goes off, but nobody shows up because they DON’T HAVE PERMISSION! Do yourself a favor and LOOK AROUND!!!!
    Read More
  7. User Score
    0
    March 24th, 2017
    9 people found this review helpful!
    Horrible! is the word I can use on here. I have had nothing but trouble with my Cox home life system 2 techs have been to my home to check it, they all say something different about the system.
    COX HOME LIFE refuses to let me out of a 2 year contract unless I pay a $670 fee, while only having the system for a month! they say its a 3 day cancellation Period! who does that!

    there is a early Termination of 6 months but they say I don’t qualify for that. I have missed 2 days of work waiting for Techs to come, its unreal!!! I have decided to Shut the system off, put it all back in my closet and pay the monthly Fee for the system that has nothing but problems. that is how I am dealing with COX HOME LIFE!!! I do not recommend it at all, and there customer service people are just as bad. Rude!!

    Read More
  8. User Score
    0
    March 23rd, 2017 North Providence, RI
    6 people found this review helpful!
    Cox Representative wasn’t truthful to me upon signing up.
    The sensors for the windows and doors are stick on and are poor quality.
    When calling Cox Homelife with an error on my bill the Retention Specialist laughed at me when I informed him of my concern.
    They only gave me 2 sensors for my 12 windows and doors and charged me $300 just for the additional 10 sensors that just stick on. They are charging me $800+ to cancel. But it’s worth it not to work with a company like Cox Homelife / Cox Communications.
    Read More
  9. User Score
    0
    March 21st, 2017
    7 people found this review helpful!
    I have never posted a single complaint on social media but I can only hope to deter other people from wasting their time and money on home security from Cox Homelife. They installed their system into our home in December 2016 (3 months ago) with the promise that if we had issues that could not be resolved and the system did not function properly, that they offer a money back guarantee on installation and home monitoring fees. As a Cox customer for the past 15 years, I am utterly shocked that we “do not qualify” to get our $700 reimbursed for the installation of the system they installed which DOES NOT WORK and after all we have gone through in the short time it has been installed. One of our main concerns was the camera monitoring that they feature on all of their TV advertisements to keep an eye on your small children. We installed them on our first level of our home in hopes to check in on our 1 and 3 year old children when they are left with a nanny. Our cameras only work about 20% of the time AND our alarm randomly goes off in the middle of the night by sensors loosing connectivity. I’m told the root of the issue is that our baby monitors are interfering with the alarms signals. We have been woken at night (2am, 4am, etc) with the alarm blaring, waking our young children and being terrified that someone has broken into the house. We have also had visits from the police department who plan to fine us $200 the next time a false alarm occurs. We have had service from Cox 3 times since it was installed 3 months ago, I have spent hours on the phone with them and all Cox can tell me is to discontinue using my baby monitors and they want to keep sending technicians to my home. I am currently expecting our third baby in a few months and baby monitors are not going anywhere in my home. We are now too scared to arm the system at night in fear of it waking our entire house with another false alarm… but we are still being billed the $47.99 per month and they have no plans to credit us for anything. Do not trust this company and they do not stand behind the so-called guarantee they advertise.
    Read More
  10. User Score
    0
    March 20th, 2017
    3 people found this review helpful!
    Dishonest in their sales tactics, unable to reach anyone on the phone when you need help, product serves no purpose and a huge penalty for cancelling the contract, as in I was quoted $800 today for terminating with 12 months remaining. Today I have come to really dislike COX.
    Read More
  11. User Score
    0
    March 17th, 2017 Mesa, AZ
    4 people found this review helpful!
    The thermostat hasn’t worked correctly from the day it was installled. We have had 3 separate service visits. The first 2 service visits revealed the thermostat was hooked up incorrectly. When we put the AC on it turned on the heater. The next problem was that the thermostat would go back to 85 F by default. I would come home to a hot house.
    Read More
  12. User Score
    1
    February 20th, 2017
    4 people found this review helpful!
    Horrible service, slow internet and $715 to break contract!
    My digital touchscreen was slow and would spin in circles not allowing me set the alarm. This was really frustrating when in a hurry to leave the house. There also seemed to be a lot of add on options that cost more and more. The phone app seemed to not function properly. I called and was told I could break my contract for $350.00. We boxed it up and returned the equipment only to be billed $715 cancelation fee due on February 15th. There has to be a better service out there then Cox Homelife.
    Read More
  13. User Score
    0
    February 14th, 2017 Omaha, NE
    3 people found this review helpful!
    Horrible Co. to get mixed up with as the customer service don’t take notes, return calls or schedule appointments as a result costing the customer a lot of money and heartache!
    Read More
  14. User Score
    0
    February 10th, 2017 San Clemente, CA
    3 people found this review helpful!
    never worked properly and over $600 to back out of contract. Cox is horrible to deal with.
    Read More
  15. User Score
    1
    January 12th, 2017
    10 people found this review helpful!
    Stick to the company’s that know home security..ADT, I should have never left ya! Horrible service…an what’s up with cameras you have to drill holes in my roof to install outside and all these adapters…smh and those flimsy pretend door sensors…really? And they use a battery which doesn’t last a year…I’m not sure if adt even has a battery in the door sensor. Really?
    Read More
  16. User Score
    0
    January 1st, 2017 Sand Springs, OK
    4 people found this review helpful!
    This is worst camera service and home security I ever have don’t get it if u don’t have to ….. I won’t recommend it .. cable and internet is good
    Read More
  17. User Score
    0
    December 27th, 2016
    8 people found this review helpful!
    Cox Homelife is a fraud. Plain and simple. The advertised services either are not available or if they are, they do not operate as promised. As is typical, all broken promises are discovered upon installation and after the long term contract is executed.

    Lies:

    Surveillance cameras:
    Cox will not take over existing camera systems. Any industry standard, compliant (zigbee) system will be refused. Cox has a single contracted vendor. My cameras were disconnected by Cox installers when the junked my perfectly good Honeywell panel with their Honeywell panel. It was after the fact these hacks discovered the DVR that was staring them in the face for 3 1/2 days was not their contractor.

    Thermostats:
    This time its the zones: I have an 8 zone Honeywell system. These monkeys bypassed this for a single thermostat. 3,600 sq ft, three levels, 15 rooms, all on one thermostat; great efficiency Cox! I actually measured the use. Set the Homelife thermostat at 66 degrees. By the time it trips the furnace has been pumping 104 degree heat for 37 minutes and my bedroom thermostat (now bypassed) is reading 81 degrees.

    Lights:
    Just forget it.

    Syncing system:
    Synchronization between proprietary display and mobile devices and PC is poor. It does however operate enough that Cox can say it does work. You would literally have to develop a spreadsheet to log all the failures in synchronization. The end result is the alarm and thermostats are totally unreliable as a remotely operated, IP based system.

    Cox support:
    Installer knowledge and customer support is ignorant of how the system is designed, what its limitations are and the functionality of the various applications. My system was a run of the mill, totally bread and butter takeover of an existing system. There is nothing proprietary about any of my household systems. The alarm is a robust Honeywell system that is easily transferred from any monitoring company to any new firm. Cox spent 3 1/2 days of labor to takeover the system. In the end I determined with senior management the Homelife system is not designed to be compatible with keyboards of any type. Too bad Cox never informed their installer crews of this fact. I have 34 sensors and contact locations. They jacked my index of contact locations up so bad the keyboards are completely useless. We live in an area of both poor cell reception and poor 2.4 ghz wireless reception (thats wireless anywhere outside of a small radius within your home). Basically the only way to reliably set this alarm system is to walk up to the one proprietary Homelife display. I have a three level, 3,600 sq ft home with 6 alarm key panels. This robust, convenient setup is now bypassed for a dysfunctional single location.

    Senior management:
    My situation was escalated to senior case management based on the $743 that was deducted from our account. We never could get access to the Cox website because of a billing screw up on their end that had our new account subordinated to a 15 year old account with an acient email address. Because they couldn’t fix that problem we had no ability to know of a pending and absolutely erroneous install charge. When contact was made with senior management all charges were reversed and funds returned to our bank account. The issue here is that senior management knows of the vast limitations of the Homelife system. Why are they selling this crap?

    Read More
  18. User Score
    2
    December 16th, 2016 Gilbert, AZ
    4 people found this review helpful!
    I wish I never changed to cox homelife. The key pad is huge, super ugly, double the size of my old one and not as user friendly. The stickers labeling the buttons fell off the first month and I never even pushed them once. The tablet that you get, isn’t even a tablet. You can’t move it. It’s only good for a clock. I do not recommend the system for anyone.
    Read More
  19. User Score
    9
    December 7th, 2016
    5 people found this review helpful!
    I love in Vegas and just had Jason as my installer. He was awesome. He was able to clearly discuss my needs and we even decided on extra equipment and he was able to lower my monthly rate. Amazing experience. If this service is available to you, get it.
    Read More
  20. User Score
    3
    November 29th, 2016 Las Vegas, NV
    3 people found this review helpful!
    you cannot see the recorded video with your i phone its been almost 3 month they cannot fix the issue.i ask to buyback the cameras they refused my request.
    Read More

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Our Score
7.4
User Score
1.7
Rank this Company

Ratings Breakdown

Monthly Monitoring Fee

$29.99 - $54.99

Install & Equipment Fee

$0-$99

Contract Length

24 Months

Cancellation Policy

Undisclosed

System Relocation Fee

Undisclosed

Number of Reviews

131
Our Score
9.0
User Score
7.8
Rank this Company

Ratings Breakdown

Monthly Monitoring Fee

$19.99-$42.99

Install & Equipment Fee

$0

Contract Length

36 Months

Cancellation Policy

Pay Balance

System Relocation Fee

Free

Number of Reviews

2,352