Complaints

This profile includes complaints for Cox Communications Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cox Communications Inc

  1550 W Deer Valley Rd Phoenix, AZ 85027-2121

  
• 

  Cox Communications Inc

  1440 E 15th St Tucson, AZ 85719-6400

• 

  Cox Communications Inc

  PO Box 1259 Oaks, PA 19456-1259

• 

  Cox Communications Inc

  5159 Federal Blvd San Diego, CA 92105-5428

  
• 

  Cox Communications Inc

  1440 E 15th St Tucson, AZ 85719-6400

The 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:11/30/2022

  Type:Service or Repair Issues
  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 literally have no idea what to do at this point. Our internet service hasn't been working well for the last 3 years. It has gotten progressively worse, and for the last 8 to 9 months, It doesn't work at all, quite a few times throughout the day. I pay over $100 a month for a service that does not work, not only like it is supposed to, but does not work well enough to call out in an emergency if needed.We have had five technicians come out, broken promise after broken promise. Yesterday we were supposed to have another technician, come with a supervisor to figure out our issue. Not only did they not show up after they called me and said they would be to my home in 15 minutes, but he also said that I didn't answer my door when he knocked. Completely false! It's really disappointing that a huge company like this has such a monopoly, and there is absolutely nothing I can do about it. Now Cox communications is putting my family in danger, the ability to be able to call for help in an emergency, and my wife and kids feeling safe at night are now compromised.I work from home, my kids do quite a bit homework at home, and at this point it's not feasible not to have internet.The only resolution that I seek is to have working internet, because without working internet my family safety is at risk.

  

  Business Response

  Date: 01/10/2023

  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 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 Region

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  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 have cox cable in my apartment. I have a discount for the services using the affordable connectivity program (ACP)I recently tried to make some changes and put my parents address in the service address. When doing so, it disconnected my ACP from my current address. I immediately called and cancelled the order out for my parents address. Since then my discount services through cox has not been restored. I was reapproved through ACP and cox has since given me the runaround and told me multiple times it was on ACP side or that it will be fixed. This has been going on for nearly a month and I still dont have the discount on my account with cox.

  

  Business Response

  Date: 01/09/2023

  Dear *****************************, 
  
  Cox Communications (Cox) is in receipt of your complaint filed through the Better Business Bureau. Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention. Doing so allows us to improve the quality of the service we provide to our customers. 
  
  Our Executive Escalation team member spoke with you regarding your Cox account on January 9, 2022 and have provided a resolution for the concerns brought up in your complaint.  
  
  If you have any questions or concerns regarding your account, please contact our Executive Escalations on **************. 
  
  Best Regards, 
  
  COX - ********** 
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 
  

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  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 have been trying to change my internet plan with Cox since January 2022. We have called the customer service as well as visited in-store. Each time being to that our plan can not be changed to a lower plan. We signed up for ACP and Lifeline and was approved but still has not been able to change our plan to a more affordable plan. Each time we're told that we're on the lowest plan at ***** for internet only when asking to be enrolled in the low income program that we qualify for at the rate of $9.95 for Connect2complete or $30 Connect Assist. On today 10/28/2022 I spoke with Cox employee Xavier ***** #**** who had such a bad attitude and very unfamiliar with the products and prices who told me that the internet service was not $9.95 or $30 for low income and it would only allow me a discount of $9.95 for Lifeline or $30 discount for ACP and I'm currently on the cheapest plan. I asked him to lower his voice at me and transfer me to a supervisor or someone of higher authority which he refused. He continuously told me to hang up and call back if I wished to speak with another manager and he was the manager, there was no one else I could speak with. While on the phone with ****** you could hear dogs barking the entire time distracting the conversation. We have been overcharged for months.

  

  Business Response

  Date: 01/12/2023

  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.
  
  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 Communication 

   

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  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 a renewal contract with Cox on September 12, 2022 locking me into a rate of $189.40 including tax and fees until September 22, 2023. Account Number:****************** Order ****************** Order Date:September 12, 2022 However, now without our authorization of any changes to the account they are billing me $203.95 and they are telling me that they have the right to raise their rates at any time. What was the point of having a contract if they can change their rates as anytime. I feel they need to honor the services and pricing of my contract until the contract expiration date of September 23, 2022 and credit me back any overage charges for the contract period September 12, 2022-September 23, 2022.

  

  Business Response

  Date: 01/09/2023

  Dear BBB,

  
  Cox Communications is responding to the complaint received from your office on January 5, 2023, with the assigned BBB complaint ID of ********.

  
  A Sr. ******** **** Specialist already contacted our customer on November 30, 2022, in response to a previous BBB review. The Specialist confirmed that our customer was provided incorrect information by a Cox representative concerning her promotional monthly rate. Cox apologizes for the error that occurred and will use this opportunity for coaching our agents.

  
  As a goodwill gesture, Cox will honor the promotional monthly rate she was quoted. The Executive Escalations Team member made the necessary adjustments to her monthly rate and applied a credit for the difference of her last billing statement. Our customer indicated that she was satisfied with our resolution. We provided our customer with our direct contact information should she have additional questions or concerns regarding this matter.

  
  Sincerely,

  
  The Sr. ******** **** Team

  Customer 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:11/24/2022

  Type:Service or Repair Issues
  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 have contacted Cox customer service on four different occasions for the same issue and a technician has come the my house to correct problem and did everything but correct the. I have a contour box that works intermittently and have complained about it and no one seems to think that changing the box may solve the issue. The issue is I cannot get the channels that I pay for through that contour box. It works whenever it wants to. That box is in my living room and it also have DVR capability. But I can't use it if I can't get the channels that I want to watch or record.

  

  Business Response

  Date: 01/09/2023

  We apologize for the inconvenience caused by this situation.

  
  ************** identified a faulty outlet during our onsite visit on 1/6/2023, which could not be replaced due to its location. This issue was resolved by ************** upgrading the customer's video platform to support a wireless connection, enabling them to view all of their channels. The customer was provided with the technician's business card in case of related questions/concerns.
  We appreciate the customer sharing their experience with us.

  
  Thank you.

  
  Cox Executive Escalations Team

  Customer 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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  Date:11/23/2022

  Type:Service or Repair Issues
  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.

  On 9/20, I picked up a router for internet service at my new address. I had called in to place the order and was told there was service available at the address. Hooked up the router on 9/21 but sadly, there was no connection After hours on the phone with Cox technicians I finally realized there was no service coming into the outlets in the house. Cox charged me to send out a technician to fix the problem. When the tech arrived several days later, he determined that there is NO SERVICE available at this house. It was never installed. The nearest service is in a pedestal outside the property line. He said he would place an order for install Weeks went by. I called Cox to inquire about the bill I had received even though I had. It received the service yet. They told me not to worry it would be reversed. They could see I wasnt using the service. Another bill was generated so I took the router back to Cox and asked to cancel the order, as well as issue a full credit. Done! Two weeks later, I was sent to collections for an outstretched balance due. I called immediately and was put thru to collections, who then sent me to billing where the lady who answered said she had fixed everything and a credit was forthcoming. Yay!!On 11/23, a demand letter arrived in my email - says I owe $54.66. Yet I do not owe anything. I never had a lick of service I think this issue has to do with my age as much as anything. I think Cox imagines I am old because I live in Sun City and if they bully me enough I will send payment. But I will not. I am turning to you for help. I chatted with supervisor ********** via text tonight. He told me I had to talk to collections to get this fixed. When I got thru to collections, once again I was told I have to speak with billing. They are gone for the holiday of course I am fed up with the constant run around. Please help 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 Region

• Initial Complaint

  Date:11/21/2022

  Type:Service or Repair Issues
  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 canceled service with Cox in April and payed off my remaining balance with them. At the time I was participating in the **** After I canceled my service two months later I get a bill from Cox stating that I owed $30. I chatted with customer support to find out that I was being charged this because Cox failed to collect the $30 from the *** when I canceled service. So clearly this was not my fault. After going back and forth I was told that a form would be filed to remove the charges. This never happened. My card was charged so I filed a dispute as once again, this was not my fault. Yesterday I get a a bill from Cox for $60! Because I filed a dispute and they are still charging me the $30 THEY failed to collect from the *** when I canceled my service. Not only is this unfair but I did everything on my part to cancel my service the right way and payed off my balance at the time I canceled my service. This is their fault, not mine, and they are making me pay for THEIR mistake.

  

  Business Response

  Date: 01/06/2023

  Hello, Cox attempted to reach ****************** again on 01/05 and 01/06 but did not get to speak with him again.  Cox originally spoke to him on November 22, 2022 to address this same concern.  Cox records found that after ********************** services were disconnected on 04/18/22, Cox was required to reverse an *** benefit of $30. This was based on federal requirements for the *** program.  Cox advised ****************** on 11/22 that his subsequent billing on his account was correct.  Cox as one time courtesy issued a credit of $30 for a returned payment fee on 11/22/22.  ****************** was advised he would be responsible for the remaining balance.  A payment of $30 was processed on 12/06/22 leaving no remaining balance.  

   

  Thank you. 

  Cox Communications 

• Initial Complaint

  Date:11/20/2022

  Type:Service or Repair Issues
  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.

  1. Cox Communications has been charging us for a service they are not providing, AND THEY KNOW THIS.2. Cox Communications has not resolved technical issues in a timely fashion. 4 TRIPS TO OUR PROPERTY, ZERO RESOLUTION.3. They know my wife and I work from home and need the internet operating appropriately for our customers which are active military members and cancer patients.4. This is putting our shelter and jobs in jeopardy, AND THEY KNOW THIS.

  

  Business Response

  Date: 12/27/2022

  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 Region

  Customer Answer

  Date: 01/03/2023

  
  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:11/19/2022

  Type:Service or Repair Issues
  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 have been a cox customer for the past 3 years. Always pay my bill on time and have never once been late. This is a prepaid account. Which they charge for in advance for the next month. I switched to a new provider because cox is getting more and more unreliable. I called to cancel service on 11/15/2022. The man said he put the order through and I got a confirmation email saying the service was disconnected. Today on 11/19 they autopayed themselves from my bank account for the upcoming month. I tried several times to call them and the best I got was a machine telling me they would call me back Wed!! It's Saturday! So I got on the chat and finally talked to someone that said I should not have been charged and they would put in a request for a refund. I wasn't satisfied with that but decided to wait and see what happens. Now a few hours later they have the nerve to email me an outstanding bill for 50 dollars! At this point I feel like they're just stealing from me and there's nothing I can do. I have proof of all of this stuff.

  

  Business Response

  Date: 12/27/2022

  Thank you for the opportunity to respond to the customers billing concerns.

  
  Our team has reviewed the interaction that the customer had with our agent (via online chat). Based on our findings, the customer contacted ********************** on 11/15/2022 and requested the closing of their account on 11/25/2022. As the customer's prepaid account begins on the 18th of each month, they were correctly charged $50.00 in advance for their prepaid service on 11/19/2022. On 11/19/2022, the customer requested the closing of their account on the same day (instead of 11/25). Therefore, the customer was only billed one day of service,and was refunded $48.33 to their credit card on 11/21/2022.  

  
  If the customer has any further questions about this matter, they can contact our Customer Support team at **************.

  Thank you,

  
  Cox Executive Escalations Team

• Initial Complaint

  Date:11/18/2022

  Type:Service or Repair Issues
  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 have since literally the start of the pandemic been trying to get the discount on internet seeing as my daughter was on Head start I am on access and I get food stamps this shouldn't be an issue but they keep making it one I chose to not use it for my the new ***** for my internet and now I'm being charged for things I'm not even charged for by my HOA this is been happening the last year like I cannot take this anymore I have to keep calling them and I can put it on auto pay and they take me off and then they charge me more and that's why they took me off auto pay I can't do this anymore I just want dollars a month internet from them that I deserve and I should have had for the last year to two years.

  

  Business Response

  Date: 12/27/2022

  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 ********************* 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 Region