Complaints
This profile includes complaints for Cox Communications Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,089 total complaints in the last 3 years.
- 313 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/20/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received a random email from Cox Comm stating that one of my email accounts was locked and needed to be reset by simply going to cox.com. I followed the vague instructions to no avail since there was no option to reset my email account/password as described. After spending another 15 minutes trying to figure out the poor instructions, I decided to call since this was already taking far too long. However, the Cox person I spoke to was very difficult to speak with and even more difficult to follow his guidance since he wouldn't answer any of my basic questions of the process and instead kept jumping to another option to try. After wasting another 20 minutes on the phone, I insist to be transferred to a manager. A "supervisor" supposedly got on the phone, but I am totally positive it was the exact same person with same accent trying to disguise his voice/I know this since he still had no clue how to recover the password. You should look into this. I did manage to get a text link and was trying to get through the process of imaging my drivers license, but that too wouldn't work. I again asked what it means that the image app says my face wasn't recognized, and again, no response but switches to some totally different method despite taking 5 minutes to arrive at this point. It was the same person who was very confusing, making matters worse, and very frustrating. I still haven't been able to recover my email but need to use it ASAP. To be clear, the license scanning app thing isn't working for me and the Cox rep had no idea what to do. This incident has wasted nearly an hour of my time in total right now. This is totally unacceptable!!! I need someone from Cox who know what they're doing to contact me ASAP with a way to recover my email . While I'm at it, I also want to be added back to paper billing statements. I never opted for digital in the first place.
Business Response
Date: 01/11/2023
Cox Communications, Southwest Region
UNABLE TO CONTACT
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
We have reached out to our customer to address their concerns, however, our attempts to reach them have been unsuccessful. Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution.
Thank you for your time and consideration.
***********;
Executive Resolutions
Cox Communications, Southwest RegionInitial Complaint
Date:12/20/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up with Cox 1 month ago. We have contacted the company 4 times to have the house wired with cable to set up our service. The third technician to come to our home indicated that an outside company will have to bore under the sidewalk first, then the cable can be wired to our home. Cox has not completed this step yet. Even though cable has not been wired to the home, and I do not have their services yet, they billed me for a month and took the money from my bank account. I contacted them for a refund of the $51.11, since I do not have service yet. I received an email today, that they will not refund my money. I want my money refunded and my service set-up.Business Response
Date: 01/11/2023
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
We have contacted the customer directly to address their concerns and have provided a successful resolution.
It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.
We appreciate the opportunity that the BBB has given to us to assist our customer.
****
Executive Resolutions
Cox Communications, Southwest RegionCustomer Answer
Date: 01/11/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*****************************
Initial Complaint
Date:12/20/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Cox installed a business land line with the wrong phone number than what I requested, there is no order in place to Port the correct business number. I have been calling and emailing **** who started this service and his supervisor ***** for over 9 days and I have been ******* the run around with no help in sight. I feel violated and being taken advantage of. I went to the local store on ***************. and the manager there cant't help because she doesn't work with business cases. I need help. Cox cancel your phone service so I can work with a more credible phone company, who has time and respect for their customers.Business Response
Date: 01/06/2023
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
We have contacted the customer directly to address their concerns and are working to provide a successful resolution. We have been in contact with AT&T and our porting department to ensure this is completed. The scheduled date for this telephone line to be ported into Cox is January 11, 2023.
It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.
We appreciate the opportunity that the BBB has given to us to assist our customer.
************
Executive Resolution Specialist
Cox Communications, ****************Initial Complaint
Date:12/16/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased Cox cable on ***** 2022 ended service at the end of October 2022 (account #***-6610-115453822).I have a *********** and a R.I. account and the issue is with the **** one. During the time stated above I over paid Cox Communications $332.25 on the **** account. I contacted the Cox store in Wakefield, **** and they acknowledged the over payment and explained how to recover the over payment. That didn't work so ******* (***) told me to call billing-************. This I did and the information I was given did not work again. Therein lies the problem. I called Cox a total of 7 times with this request and every time they said the would restore the funds to my *********** account and nothing happens. On the seventh call I was given a Confirmation number by *****-KSR00***2761351 on 12.07.2022. Today's date is December 16, 2022. Still no results. I have been patient with Cox but their system for retrieving over payments does not work. Please advise me what I should do nextBusiness Response
Date: 01/13/2023
Dear BBB:
Cox Communications (Cox) is providing a response to the complaint filed with your office on December 16, 2022 and assigned ID# ********.
We are sorry for the frustrating experience reported by this consumer and welcome the opportunity to address their concerns.
Our Executive Escalations Specialist has contacted our customer and have been working with him to address his issues. As of January 11th, we have successfully been able to cancel the previous refund check and reissue a new one. ******************** has agreed to allow time for US ************** to deliver the check and we will be following up in 15 days time to ensure the check has been received
It is always our goal to provide our customers with exemplary customer service. As a customer service-oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.
We appreciate the opportunity that the BBB has given to us to assist our customer.
Respectfully submitted,
Cox Communications Executive Escalations TeamInitial Complaint
Date:12/16/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We moved into our new construction home on November 28th. We had paid for services to be pre installed and had confirmed the router was already placed in the home. However, upon moving in we discovered there was no connection. We had a technician come out December 1 who discovered the fiber line from our home was not connected to the hub and he submitted an escalation ticket. When nothing came of this we requested a second tech to come out and he found the conduit was blocked and submitted another escalation ticket. Still nothing was resolved and a third tech came out to find the conduit was never even ran and we were told it would be fixed the following day - this was December 12th. The gas company came out and flagged their lines but nobody has come to run the conduit or connect our fiber line and now all my inquires are ignored. We have a month of service we have yet to be able to use, several streaming internet subscriptions we are paying for we cant use, we havent been able to work from home or homeschool in weeks due to lack of services. I find it appealing that we purposefully scheduled and paid for services to be pre-installed so we could continue normal activities within our home only to be given the run around. If we had another option for fiber internet we would have left Cox weeks ago. As it is, we have no other choices but to be left hanging dry.Business Response
Date: 01/06/2023
BBB 18597866
We want to thank the customer for taking the time to file her concern. In receipt of this complaint, Cox spoke with the customer on January 6, 2023, and reviewed the pain points she experienced with her installation process. We apologize that process didnt flow smoothly and for any inconveniences she endured. We will review this process to make improvements in the process and we believe she is satisfied with our efforts to resolve this matter. Again, we sincerely apologize for any inconvenience caused. Should the customer have any further questions about this matter, we ask that they contact our Executive Escalations Specialist at the phone number provided to them (via voicemail).
Thank you.
Cox CommunicationsInitial Complaint
Date:12/15/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am trying to purchase Cox communication as my internet provider when I called they ask for my social security I gave it to him they say that somebody stole my identity and used my social security and that I either pay the $800 (not mine) or fill out a bunch of more information to clear my name I don't feel I should be providing more information for something they made a mistake on not checking the social security to my name.Business Response
Date: 01/06/2023
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
We have reached out to our potential customer to address their concerns; however, **************** has declined to complete the fraud report to have a Cox Communications Investigator assigned to the case in order to resolve the issue at hand.
**************** states he is not going to provide anything further to assist with this investigation and disconnected the call. Should **************** change mind and want to move forward with this investigation, Cox Communications will be happy to provide him with the information required to be completed to move forward.
It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced and deeply sorry we were unable to successfully resolve.
We appreciate the opportunity that the BBB has given to us to assist our customer
******
Executive Resolutions
Cox Communications, Southwest RegionCustomer Answer
Date: 01/06/2023
The employee on the phone just continue to tell me I needed to fill out their paperwork which was my complaint that I would not give him more information for them. It is there fault my social security number was used wrong and they should be able to fix that without me giving them more information they can be used against me later possibly. The employee went into how they needed to also do the same thing I didn't need to hear that. I still believe they need to resolve this by running this the security seeing it's my name and allowing me to receive their services.Business Response
Date: 01/11/2023
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
We have reached out to ************************* to address his concerns;however, we were unable to provide an agreed upon resolution. **************** has declined to complete the fraud packet that is a required by Cox Communications in order to move forward with his fraud claim. Should to **************** change his mind and wish to move forward with his fraud claim, he can contact our *************************** at ************.
It is always our goal to provide our customers with exemplary customer service. As a customer service-oriented company, we know that our success largely depends on our customers'perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced and deeply sorry we were unable to reach a resolution.
Best Regards,
Cox Communications, Southwest Region
The Executive Escalations TeamCustomer Answer
Date: 01/11/2023
Again COX allowed somebody to use my social security number without checking to see if it was me first, now they want me to jump through hoops to give them more information about me to clear my name. Seems if they had done their checks I would not be in this mess. We need to do the leg working on me.Initial Complaint
Date:12/13/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Last August 5 2022, I spent hours on the phone negotiating with Cox about my account because my offers were going to drop off of my bill. We came to the conclusion that my bill would be $226.45 a month and since I qualified for the Federal discount of $30 my bill would be $196.45 for a year. I just received a bill from Cox stating that my account went up to $235.78 because I wasnt in a term agreement. I called Cox today and they cant find anything about this conversation which is frustrating so in order to keep my account down I had to drop services. Not only did they not honor the term agreement of 1 year but they werent helpful at all and wanted my account to go up to $243.28.Business Response
Date: 01/09/2023
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
We have contacted the customer directly to address their concerns and have provided a successful ********************* is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.
We appreciate the opportunity that the BBB has given to us to assist our customer.
**************
Executive Resolutions
Cox Communications, Southwest RegionCustomer Answer
Date: 01/10/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*******************************
Initial Complaint
Date:12/12/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had a call on Friday (12/9/22) from someone claiming to be from the retention department at Cox. It was a legitimate caller as they had me verify myself and knew information about my account that I had not provided. They knew that I had recently dropped telephone service and wanted to offer phone service back and offer me a discount. I was very clear that I was not interested UNLESS I could save money. After several extended hold periods, the agent told me he would call me back when he had a quote. Again, I reiterated that I was not interested unless I could save money and would not approve until he called me back. Several minutes after hanging up, I started to get text messages and emails that my services changed. I also received TWO emails from *** that I would have two packages delivered the next day. At this point, I knew an unauthorized change was made. I immediately called Cox back to fix the issue. I had to spend several minutes on the phone trying to get my services and costs back to what they were before all this started. I asked for a supervisor to call me back about this and no one has called. I think my services and costs were returned but ironically, the person who originally called me finally called back. He told he did not make any changes and seemed to be very confused about how any changes could have taken place. He also told me his supervisor would call me back but again, no one has called. On Saturday, I received two brand new telephone modems that I did not ask for. This is not the service I expect and think someone was trying to scam me. I was told that all calls are recorded and I would like someone to determine what happened, who is responsible and a return call to explain everything to me.Business Response
Date: 01/06/2023
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
We have contacted the customer directly to address their concerns and have provided a successful ********************* is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.
We appreciate the opportunity that the BBB has given to us to assist our customer.
************
Executive Resolutions
Cox Communications, Southwest RegionInitial Complaint
Date:12/11/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 11/29/22, I placed a call to the Cox communication collection department and spoke with ****** in the collections ***** The nature of my dispute is primarily about the lack of customer service, the refusal to speak with a supervisor, billing adjustment Although my services were still active, I was transferred to collections to request the $40 in reconnect fees be waived as a one-time courtesy. I explained to ****** that I lost my job several months ago which is causing financial hardship. But I need **************** for both my job search and college. For the past two months, Cox has charged me an additional $26.95. The collection agent said the additional $20 fee each month was a reconnect fee. I explained to him the services went off at 9:00 PM and I called and paid the bill through an automated system and the internet was restored at 9:10 PM. It seems like unfair business practice for Cox to charge me an additional $20 fee when no effort was made by anyone other than me and the automated system to reestablish service. I asked ****** for a one-time courtesy on the reconnect fees because I truly cannot afford to pay them. At that point, he admitted he could remove the fee, but hes not going to. I asked to speak with a supervisor, and he kept repeating to me I'm going to write down everything I told you and they're going to say the same thing to you that we're not going to remove the fee.He said someone would call me in 24 to 48 hours, but I never received a call. On 12/10, while troubleshooting the internet I asked a representative if there was a note requesting a collection supervisor call me back on 11/29, He said there was no notation from the collections. At that point, I felt it was best to resolve this issue through BBB So, the resolution for me would be for Cox to remove the $40 fee, allowing me to break down the $173 balance or provide an in-house option of temporary financial relief.Business Response
Date: 01/06/2023
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
We have contacted the customer directly to address their concerns and have provided a successful ********************* is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.
We appreciate the opportunity that the BBB has given to us to assist our customer.
******
Executive Resolutions
Cox Communications, Southwest RegionCustomer Answer
Date: 01/09/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. The business adjusted the bill as agreed I consider the issue resolved.
Regards,
*******************
Initial Complaint
Date:12/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This is over a bill of $348.11, for ONE month. I moved my service in mid November to a new address, based on the "package" that I have, I was told that Cox ******** care was included free of charge, which it isn't, had I not received this OUTRAGEOUS bill I would have never known, but for the better part of a year I've been getting charged 10 dollars a month for this. From there, I was told on the phone by two reps, one was a manager that my cox complete care covered a technician coming out to the home to move the service from one room to another. I just received a bill indicating that not only was it not free, but I was charged $100. From there, they are indicating that I have an "old account" balance when this is my FIRST and if this isn't completely resolved, my LAST account with cox, and that I owed $62.50 from that bill, THEN I'm told that on top of that I have a partial monthly bill from the NEW address of $64.03, now totaling $226.53. Then, on top of that I'm told that I have my current monthly bill of ****** on top of all that. This is the SECOND time that COX has pulled this s*** with me and countless times that they've done this to my soldiers. Its sad that they take advantage of active duty service members like myself. At this point the only resolution I will accept is for them to wipe the bill completely clean, remove the "FREE" Cox ******** care because I had we known that we were going to get charged for a guy to come in and MAKE A PHONE CALL TO TECH SUPPORT, SOMETHING I COULD HAVE EASILY DONE WE'D HAVE NEVER SCHEDULED ANYTHING.Business Response
Date: 01/06/2023
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
We have contacted the customer directly to address their concerns and have provided a successful ********************* is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.
We appreciate the opportunity that the BBB has given to us to assist our customer.
******
Executive Resolutions Specialist
Cox Communications, Southwest Region
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