Customer ReviewsforCox Communications

Dishonest company. Slimy sales people in the loyalty/retention department misleading long term customers. They lie and mislead. I am finally ending my relationship with this organization. The loyalty department convinced me to stay by reducing my bill from $375 to $217. They continued to charge me $375 and denied they changed my monthly bill amount. I spoke to a slimy sales dude who went by the name King and after I hung up he actually called me back from a Las Vegas phone number denying they ever offered me a better rate. I almost called my lawyer to send the company a cease and desist. I called the company five times to straighten this mess out and got nothing but lies and the run around. Do not trust this company. Stay away!

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. Gary L. Executive Resolutions Cox Communications, West Region

Our family has had problems with Cox Cable since we returned to Pensacola in March of 2021. They have gone up on our cable since that time for ridiculous things such as charging for 911 calls we never made. We have services go off and on almost on a daily basis, including our landline, and they told us we'd be charged for service calls (on THEIR equipment). This month, our services went up $33.13 and when I called (and waited over an hour on the line before they answered) Mark told us there was NOTHING they could do for us even though we are both seniors on a fixed income. I even compared the services myself online with the same services we have and it offers that at 12.00 cheaper per month...but wait...when you are almost through, they add $8.50 per month per television and the services go right back up. These people ARE NOT HONEST nor do they care about the affordability. I reported them to the FCC recently and they blatantly lied on their response. There's more but we'll end it with this- Cox Cable is horrible to their customers but, as long as they get their money it doesn't matter what the consequences are.

Cox Apologizes for our customer's experience concerning their billing concerns. A member of the Cox Executive Escalations team contacted the customer and addressed her concerns. After thoroughly looking into our promotional offers, Cox confirmed they are getting the best rate we have available with their current discounts. The customer has been provided with the Executive Resolution Specialist's direct contact information should they have additional questions or concerns regarding this matter. Sincerely, Cox Executive Escalation Team

Our 2 yr. contract ended on a Friday and Saturday was a holiday. These, fools charged me $200. When you go into a store, they are as disrespectful as ur mother in law, on Thanksgiving. Tighten up and be better for those that are loyal. Thank you and God bless.

Dear Former Customer BBB review ID#41928. Our Northeast Executive Customer Resolution team has attempted to reach you at the telephone numbers we have on record, although was unable to leave a message. On 4.2.24 one of our supervisors sent an email to you and provided a contact number to you in the event we could be of further assistance to you. We appreciate your feedback and look forward to addressing any unattended concerns. Respectfully, The Northeast Executive Customer Resolution team

Straight up false advertisement. You're lucky if you get half the speed you pay for.

We have made multiple attempts to reach this customer but have not been successful. If he wishes to speak to a representative, he may contact us at the phone number provided to him. Thank you.

You have to negotiate your internet bill each year. My bill just went up to $100 for up to 500 download. Ridiculous! When I logged into my account, there was an offer of $69.99/mo for up to 1000 for a 24 mo period. When I called, they couldn't find that "offer." It's a bait and switch outfit!

Dear Better Business Bureau Cox Communications is responding to the review filed with your office on March 4, 2024, and assigned review ID 41575. We would like to thank the Better Business Bureau for the opportunity to assist a valuable customer. We apologize 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. We have confirmed we were able to match the pricing she found online and apologized for the experience. We thank our customer for sharing her experience with us so that we can continue to improve our interactions with our customers. 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 Better Business Bureau has given to us to assist our customer. Respectfully, Cox Communications East Executive Resolutions team

I wish I could rate them with a 0. My internet can’t seem to stay on for more than a week without intermittent issues. I am now watching my internet cut in and out every 5 mins. I tried talking to their customer care team and seems to not fix anything. All they do is suggest a tech to show up to your house, only to charge you with an additional $100 for a tech showing up. Then they still can’t fix the issues. Everyone is complaining about the service we are provided. People work for a living from home. I can’t get any other internet out here because they created a monopoly to not allow other ISPs in the area. All I want is the internet service I paid for and can’t seem to get that. Got to be like the 5th time it has cut out this week. Now it won’t stay on for more than 5 mins. I’m getting frustrated as I know it’s not my modem. I know it’s not the wiring. I’d like an explanation to how they are still in business. I want a solution, an enormous credit on my account, and I want a private investigator to open a case on this company for the good of customers that pay over $100 for the internet. This is atrocious and horrible customer service by this company. They should be ashamed of themselves.

Dear Better Business Bureau Cox Communications is responding to the review filed with your office on February 18, 2024. We would like to thank the Better Business Bureau for the opportunity to assist a valuable customer. We apologize for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. The Cox Executive Escalation Resolutions Team attempted to contact our customer in response to their complaint. Unfortunately, we were unsuccessful in reaching them, via telephone and attempted to follow up via email. If our customer would like to speak with us regarding their complaint and concern, they can reach our Executive Escalation Team at the phone number that we provided in the email that we sent them. 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 Better Business Bureau has given to us to assist our customer. Respectfully, Cox Communications East Executive Resolutions team

They get no stars. This is the worse company EVER. How can they stay in business? No one communicates. I had internet and homelife and my residence for 8 months. There was a bad storm. I had to get a new router. Then the phone app for homelife stopped working. After a week, I went to the physical building in pensacola. They told me I no longer had service. ( they couldn't explain why not, but no homelife. He ssid I only had internet) The store nor on the phone could help me. Finally one lady on the phone said she will get it reconnected. She actually ordered new service and charged me. When I realized that, I called to cancel that. Then I called the customer service number again for a tech to come to my home. The agent made it complicated and wanted to troubleshoot, instead of hearing me, that I no longer had service. He would not schedule a tech. I plan to sue. I've been ripped off.

Dear BBB, Cox Communications (“Cox”) responds to BBB Review ID # 41086 filed with your office on January 23, 2024. Cox apologizes to our customer for the recent experiences she encountered when attempting to have her service issue resolved. A Cox Senior Customer Care Specialist reached our customer on January 24, 2024, in response to her complaint and corrected her account and arranged for a Cox technician to visit her to home to resolve her service issue. We will use this opportunity for training and coaching our representatives. The Specialist provided her with his contact information should she have additional questions or concerns regarding this matter. We appreciate our customer’s patronage and look forward to providing her with entertainment and communication services for the foreseeable future. Sincerely, The Cox Senior Customer Care Team

Yes. A senior rep from Cox Headquarters, corrected the situation. I'd spoken with several reps prior. I'm satisfied with the outcome. Thank you Mathew.