Cable TVs
Cox CommunicationsThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 76 total complaints in the last 3 years.
- 42 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:04/09/2024
Type:Service or Repair IssuesStatus: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 has been very unreliable in terms of sporadic service outrages, about 6 times since moving in in Sept we have had no internet or cable service for sustained periods all day, some going to next day. It is a brand new home and neighborhood. Cox has lines running across driveways and lawns here and the service installation is shoddy looking and incomplete looking. And this is just never getting fully repaired or corrected.
The service is robotic, uncaring, ineffective. The infrastructure here is visually incomplete and sub-standard. There is never a manager to customer follow up showing any appreciation or concern for the failed deliverables. Bills are always on-time.. of course.Business Response
Date: 04/15/2024
We apologize for the frustrating experience and appreciate the opportunity to address the customer's concerns.
Cox found power issues in the customer's area and corrected it on 4/12/2024. In regards to the outages in the last few months, Cox does periodically have outages to update services and are diligent in reducing the effects on customers.
Should the customer have any further questions or concerns on this matter, they can contact the Executive Escalations team member on the number provided in the voicemail.
Sincerely,
Cox Executive Escalations team
Initial Complaint
Date:04/01/2024
Type:Billing IssuesStatus: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 Communications.
4/1/24 - I had two separate accounts with Cox communications. I canceled the first one in Jan 2024 and had a very difficult time cancelling the service. The agent continued to try and sell me other services. Eventually I had to go to a physical location in person to cancel that account.
Today I tried to cancel the second account and the agent, A******, refused to cancel my account.Business Response
Date: 04/03/2024
Cox made attempts to reach Jeff M***** in receipt of his complaint; however, we
did not have the opportunity to speak with them. Should Mr. M***** wish to discuss this matter further, they can
reach a Cox representative at the contact information provided.
Cox CommunicationsInitial Complaint
Date:03/19/2024
Type:Billing IssuesStatus: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 filed an identity theft police report for Berlin Wheeler with Cox Communications through Experian on several occasions. I have provided documentation directly to Cox Communications as proof that the accounts they are sending me to collections for are fraud and identity theft. On several occasions Experian has helped me remove them from my credit but they continue to report my social security number for collections on accounts I did not authorize. I have asked them to block and never allow an account to be opened under my social security or name and they continue to do so. I am not sure what the next steps are but I need help disputing and blocking this company from continuing to fraudulent report me. Thank you.Business Response
Date: 03/21/2024
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 March 21, 2024, 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 Customer
Service department at ###-###-####.
Best Regards,?
COX – West Region
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The Executive Escalations Team?Initial Complaint
Date:02/19/2024
Type:Service or Repair IssuesStatus: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’ve had cox for 4 months and I’ve never had continued internet service. My internet has been out every single day 5-6 times a day. I’ve had 5 techs come out! No one has fixed the issue!Business Response
Date: 02/28/2024
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 can 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.
**** L.
Executive
Resolutions
Cox Communications, West RegionInitial Complaint
Date:02/12/2024
Type:Billing IssuesStatus: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 having auto payments come out of my account the entire time I have had Cox and suddenly in December they have started charging “return payment” fees to my account. But when I contact my bank, there is no problem and they payment has been reflected. I’ve attached the bank statement.Business Response
Date: 02/19/2024
We want to thank T**** ********* for taking
the time to file her concern. In receipt of
this complaint, Cox spoke with Ms. W******** to address her concerns. A review of her account found no errors regarding billing records or payment records. Thank you.
Cox CommunicationsInitial Complaint
Date:02/08/2024
Type:Billing IssuesStatus: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 switched from a 1.5G to unlimited internet plan on Jan 9th. I just received my invoices for Jan 4 - Feb 3 and Feb 4 - Mar 3 and they are wildly inaccurate.
The first bill should be prorated old rate $89.99 for Jan 4 - Jan 9, then new rate prorated rate of $140 for Jan 10 - Feb 3. I calculated is should be around $ 118. Instead they are charging me $190.00. Mind you I did not exceed the data limits on either plan.
The second bill should be the flat $140 Unlimited for Feb 3 - Mar 3 (not even completed yet since this is Feb 8th!!!!) and instead it's $183.33.
This is highway robbery of a massive sort. I want these guys investigated because there is no way that using Netflix and the internet is taking up 1.25 TB + 12 x 50GB of usage in Jan/Feb.Business Response
Date: 02/12/2024
Dear M******* ******,
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 February 12, 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 Customer
Service department at 1-800-234-3993.
Best Regards,?
COX – West Region
----------------------------------------------------------------------------------------?
The Executive Escalations Team?Customer Answer
Date: 02/12/2024
Dear Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21266790, and find that this resolution is satisfactory to me.Cox cable agent was able to explain their billing practices, review the invoices and my household usage of internet, answered my questions regarding reliability of service issues, and offered me a credit for resolving the billing dispute.
I asked that they clarify their bills to show that 1)a portion of the bill is for the current period (ie Jan/Feb billing cycle) and 2)any adjustments are for a prior month (ie Dec/Jan billing cycle). This is why their invoicing makes no sense to a regular consumer.
Sincerely,
M******* ******Initial Complaint
Date:01/03/2024
Type:Billing IssuesStatus: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 12/21 I reached out to Cox Communications in order to look into adding additional data to our account for the holiday season as we had family in town and were approaching our data cap. My plan B was to shut off the internet to avoid overage charges.
The representative on 12/21 promised I would be credited for the additional data, saving me from having to pay any extra. A christmas miracle!
On 1/2 I reached out to cancel the additional data, and was told the first rep had lied to me (or rather, "miscommunicated"). They canceled the extra data, but insisted the pro-rated amount left on the bill was a valid charge.
So, one rep promised me a charge would be credited, therefore talking me into adding a service, and another told me the first was lying and there was literally nothing they could do (besides submit some form to maybe have the first rep coached).
I was then, after a considerable amount of arguing, informed a promotion on my account expired TODAY, coincidentally, and that my bill would be going up $25 a month. The timing MIGHT be coincidental, but it certainly felt vengeful.Customer Answer
Date: 01/03/2024
Will the contents of the attachments be published publicly as well? They have my account information in them. I am fine with sharing them with you and Cox.Business Response
Date: 01/04/2024
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.Initial Complaint
Date:12/04/2023
Type:Service or Repair IssuesStatus: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.
To say that Cox internet service is horrible or abysmal, would be a vast gross understatement!!!!! I have not been able to have continues and a reliable internet service, for almost all of this past year. Maybe I might have a few hours a day, of reasonable internet connectivity, but that it the rest of the time, their speeds are constantly slower than molasses. Is it really to much to ask for an "Internet Service provider, to, oh I don't, just off the top of my head, provide its costumers with internet service. Especially since we all get bombarded by advertisements saying how beyond amazing their internet service is. It is not, Cox service is absolute shit!!!!! The only thing worse that the shitty internet service (if you can call it that), is there beyond shitty customer service. They only thing they do very well, is send me their massive bill ever month, which the dead payment on, dispute them delivering, every month, very very sub-par services. I was thinking, being that we in the USA are the greatest bastion of free market capitalism, However, If I want any kind of decent internet access, THERE LITTLE IS NO OTHER OPTION THAT COX HERE!!!! The consumer has absolute no choice or option here, so Cox can charge as much as they wish, and provide the worst internet service they can get away with. THIS NEEDS TO STOP RIGHT NOW!!!! Cox should be ashamed of themselves for offering such a horrible and unreliable service. NOT ACCEPTABLE! Cox needs to be held accountable for their absolutely worthless service. This is not right. Just fix your internet service NOW!!
Thank you.Business Response
Date: 12/22/2023
Thank you for contacting Cox
Communications. We would be happy to assist you, but we need some more
information in order to locate your account. Can you please provide some
specific account information, such as: full account name, address including
city and state, the 16-digit account number, or the phone number associated
with your account?
We look forward to hearing from you.
Thank you for choosing Cox Communications.
Sincerely,
Executive Escalations TeamBusiness Response
Date: 12/26/2023
Thank you for contacting Cox Communications. We would be happy to assist you, but we need some more information in order to locate your account. Can you please provide some specific account information, such as: full account name, address including city and state, the 16-digit account number, or the phone number associated with your account?
We look forward to hearing from you. Thank you for choosing Cox Communications.
Sincerely,
Executive Escalations TeamInitial Complaint
Date:11/30/2023
Type:Billing IssuesStatus: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.
In March 2023, I moved away from Santa Barabara and transferred over the Cox service to the current person still living in the place. However, Cox continued to charge me month over month even though I was not able to access my account anymore. I recently was sent an email from Cox that I owe $207.98 even though I have been in contact with the person currently with the service and he said that he has also been paying for the service. I am getting charged for a service that I no longer use.
Document password is: 93101Business Response
Date: 12/01/2023
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.
We have reached out to you to address your concerns,
however, our attempts to reach you have been unsuccessful. Once we are able to speak with you and
verify your account, we
can address your concerns and
provide a successful resolution.
If you have any questions or concerns regarding your account, please contact our Customer Service department at 800-234-3993.
Best Regards,
COX–West
Region
----------------------------------------------------------------------------------------
The
Executive Escalations TeamInitial Complaint
Date:10/05/2023
Type:Billing IssuesStatus: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.
My complaint is with Cox. Last March I had been in the Cox store to get a internet connection paying monthly bills month by month. It helps me a American assistant and she requested helps with a speaker Spanish because she can’t understand what kind of service I was looking for.
Then an speaker Spanish assistant arrived. I explained that I wanted internet conexión payin month by month because Just I rent a room and I move frequently and some place there are internet conexión and I will cancel.
They supposed gave me those services and my bills and everything will be online, and when I want I could cancel the service. They told me that I don’t need to back the modem. Just when if I don’t pay I will don’t have internet.
Then I moved to the house. Then I went to the office to back the modem to measure everything things was fine.
They took the modem and charge me $25 us additional for the modem, and print me a receipt of cancellation.
Later they charged me $130 us each two months to my debit card. I don’t have modem and service and they are still charge the service.
At the first charge I went to the office to ask about it. Then the store manager told me that I requested the service for two years. I explain her what happened and I never requested those services.
She was arrogant with me and she told me you didn’t understand because you don’t understand English you got confused. I told her that Spanish speaker help me.Business Response
Date: 10/11/2023
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 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, West Region
Cox Communications is NOT a BBB Accredited Business.
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