Complaints

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

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  Cox Communications

  2240 N Rock Rd STE 101 Wichita, KS 67226-2300

  
• 

  Cox Communications

  207 N Summit St Arkansas City, KS 67005-2259

  
• 

  Cox Communications

  2950 S 9th St Salina, KS 67401-7850

  
• 

  Cox Communications

  1510 E 17th Ave Hutchinson, KS 67501-1113

  
• 

  Cox Communications

  1636 N Rock Rd Derby, KS 67037-3766

  

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:08/09/2025

  Type:Order 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 up for service on June 8th. It was for 1G at $70 a month. I went to pick up the equipment from the Cox store on June 9. The employee upgraded my service to 2G unlimited for $80 a month until June 9 of 2027. It has been verified by an agent thru chat on their website, which I have a screenshot of, verified by an email from Cox on June 14, and verified on my June bill, all of which clearly state my service and cost is to be 2G unlimited for $80 a month until June 9 of 2027.
  I get my July bill and they have mysteriously raised the cost to $150 a month.
  I've contacted them MULTIPLE times on the phone where agent after agent has lied about the service and cost. 3 agents including a loyalty supervisor named ******* have said they have submitted and expedited a ticket to get it fixed. Absolutely nothing has come of the "tickets" weeks later. One agent said he would get me the same service for $90 a month. I said that isn't what I agreed to, but I would work with that. He then downgraded my service to 1G without my knowledge or agreement.

  

  Business Response

  Date: 08/14/2025

  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 Resolution Specialist
  Cox Communications, Central Region

  Customer Answer

  Date: 08/14/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  ****** ******

• Initial Complaint

  Date:08/09/2025

  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.

  It's extremely sad Cox Communication is listed A+ with the thousands of complaints BBB has rect. This tells me BBB may also be a scam that misrepresent companies.
  Cox states they are "the most reliable internet", well that's a LIE. Every day I have an outage for an hour to hourS long.
  TV goes out every day.
  Cox "repairs the issue" but offer nothing back to customers for the shorty service but then want to raise the bill, cancel service if you're late on your bill but can't deliver on their own service.
  Lying and misrepresenting seems to be the new norm for crappy service

  

  Business Response

  Date: 08/15/2025

  We have made attempts to contact our customer.   However, we were unable to reach them.  Should they wish to speak with us, they can contact us at the phone number we provided on their voicemail.  Thank you.
  

• Initial Complaint

  Date:08/02/2025

  Type:Customer Service 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 scheduled a technician visit over a week in advance to add 3 wired cable TV boxes to my residence. I already have Internet at my home, but that will be going away soon in the future. On the scheduled day of the visit the technician, ***** ****, showed up and said it needed to be switched to wireless internet TV boxes instead so he would not have to run cable. I told him that was wrong, I had ordered wired boxes for a reason. He started arguing with me about why I couldn't do that and needed wireless internet TV boxes instead. I told him again, the internet will be going away so I needed wired boxes in the 3 rooms as I had requested from the beginning. He said I was going to have to set up a new account and so he couldn't do any work today. I asked him why I would need a new account set up when I'm continuing to be the customer at my house. He then called his boss and told him incorrectly that I was no longer going to be a customer at this house, so he couldn't do any work today. When I told him that he had just told his boss incorrectly on an assumption, that I was still going to be the paying customer at this location, ***** **** said "Oh." and I saw on his face that he realized his mistake. I told him to call his boss back and explain his mistake. Instead, he purposefully doubled down, knowing that he had made a mistake and yet did not want to admit it or complete the work order for 3 wired boxes, exactly what had been scheduled from the beginning. He continued to say that either wireless boxes were required or a brand new account would have to be created, which he could not do so he would have to leave. He stood there and repeated only those two options for 5 minutes, refusing to call back his boss, literally repeating the same line like a parrot, as if trying to annoy me into to asking him to leave. I was then on phone calls with Cox for over 2 hours trying to get a working tech out on the one day I have available for this mess. Their best was a week later.

  

  Business Response

  Date: 08/08/2025

  We made attempts to contact our customer.   However,
  we were unable to reach them. Should they wish to speak with us, they
  can reach a Cox representative at the phone number provided via voice mail.
  Thank you.

• Initial Complaint

  Date:07/22/2025

  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 communications Internet and it's been having connection issues. On 07/22/2025 there was appointment scheduled and cox cancelled the appointment. My mom was trying to figure out why from the chatbot and cox days they can't tell us why. They have rules about cancelling an appointment yet cox didn't follow their own rules on it. My mom got the message at 3pm when the appointment was scheduled from 3pm to 5pm. My mom talked to Cox and they said the technician came out and nobody was home. My mom got a text message at 310 saying that the appointment was cancelled. I have a photo to prove it. The technician didn't even show up because I was home from work at 305 and there was no technician. I have 3 dogs and one is an excellent alert dog. They never even did the work. The truck just pushed it through saying he did the work. I came home from work early so that's money that I missed out because of this. I also have cox complete care which is something I pay extra for so if I have issues they can help troubleshoot and fix them. I have been denied my Internet service for weeks because of this. I have been denied the service of complete care that I pay for. That's 2 services I pay cox for and I got nothing out of it. Then I got denied working my entire shift for work so now my check will be sort. All because this tech decided that he didn't want to do the job. Something needs to be fixed here. That's is so unfair I'm furious.

  

  Business Response

  Date: 07/25/2025

  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. 

  Customer Answer

  Date: 07/25/2025

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  My Internet connection still isn't fixed and it still drops. I pay for cox customer care and that feels like a mistake. The tech did nothing but spend an hour looking at the likes and said because his scanner can't bond with my modem therefore my modem is bad. My modem was bought March of 2024. My mom has the text message still when the tech had to come out and put the modem on the account because the first time we did it somehow cox deleted it off the account. It actually feels like they are actively trying to blame my equipment when it's not cox sold equipment. If cox would partner with Netgear I would use them. They keep saying my modem is bad when my modem is barely a year old. I reject the response from the business because my Internet isn't better and NOTHING cox did helped fix it. All they did was blame my equipment. Which is actually top of the line networking equipment. Oh and the tech talked down to me like I don't know anything about what I'm doing. I have been working on computers since I was 10. My Network equipment was picked because it's has certain ports that allows for certain networking abilities that I like to have for certain things. For example I like to make a mini server and run updates on certain things off of it. 
  
  Sincerely,
  
  
  ******* *****

  

  Business Response

  Date: 08/22/2025

  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.
  

  Customer Answer

  Date: 08/22/2025

  Complaint: ********
  
  
  
  I am rejecting this response because: every time they try to reach me I am at work. I literally work almost the entire time they are working for these issues. It wouldn't have done any good because the last week I was the only one at my house and if I'm not there how is cox going to fix my issues? Yet they could have scanned all the lines OUTSIDE of my house because it's nothing to do with my equipment at this rate. I also found out from a co worker that cox is only charging him 68 dollars for the same speed I'm getting with unlimited and I pay way more for my speed and I have to pay for unlimited Internet. I have literally changed out my entire modem and router because each time cox has they are bad. I was told by the cox tech that Netgear equipment goes out faster which after doing some research that's not true. Last year they said my modem was bad. This year they said it was bad. How can a modem be bad all the time but yet the lines are perfectly fine? What I want is what I pay for. The only thing it seems inlay cox for is the ability to not have internet.y Internet has been stable but the speed is literally half of what I'm supposed to be getting. The ONLY thing cox did was try to get me to use their modem and when I told the guy I would try to see if it was my modem he couldn't give me one. I had to literally go and buy it then return if I didn't want to keep using it. Then he said I would be charged to use the modem of Cox and this is why I don't use their modems. Yet my co worker doesn't pay for modem fees. So clearly they don't offer everyone the same deals. Which actually is little I fair to me because I pay cox A LOT of money for just Internet alone. More than half my bill is Internet alone. If cox would like a better way to get ahold of me. Email would actually probably be better because then I can respond when I'm not at work and if they aren't that's fine they will see it in the morning. Y'all gotta learn that not everyone has the ability to sit at home and just wait for cox to get their shit together. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:07/21/2025

  Type:Billing 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 used the online portal to cancel the cable portion of our service, it gave me a credit for the rest of the month and told me how much my next bill would be. My cable was immediately shut off and I returned all of our devices within the time period allowed. My next bill was correct. However the next bill took back the credit. My original bill was $220.93/month and was on autopay. The next bill (June) was $72.78 still on autopay. July bill was $180.23, new bill should be $120/month. I called customer service, I was told I should have waited until I had a $0 balance before making changes to my bill because they bill ahead and do not prorate the billing. Again I used the online portal and it DID prorate my bill. I will be cancelling my Cox internet and signing up with a new company.

  

  Business Response

  Date: 08/14/2025

  Thank you for reaching out and sharing your concerns. We understand how frustrating unexpected billing changes can be, and we appreciate the opportunity to clarify your account activity.
  the bill is correct based on our review, here is a summary of your billing:

  
  Your original monthly bill was $220.93, which was paid via autopay.

  
  On June 20, a payment of $72.78 was received, leaving a remaining balance of $148.15.

  
  For the billing period July 5 – August 4, your new charges included:

  
  Internet service: $120.00

  
  Partial month credit: -$69.77 ( for the disconnection of video service ) 

  
  Taxes, fees, and surcharges: $17.60

  
  Total new charges: $32.63 ( reduced because of the prorated credit) 

  
  This brought your total amount due by July 20 to $180.78, which includes the remaining balance from the previous billing cycle.
  We understand that the online portal showed a prorated credit when you canceled your cable service. While the system does apply partial month credits, these are offset against any remaining balance from prior billing periods. This may have caused confusion, especially since billing is processed in advance.

  Thank you!

  Cox Communication  

  Executive Escalations Team 

   

• Initial Complaint

  Date:07/15/2025

  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.

  After having poor reliability internet service and AT&T installing optical we decided to cut the cord. My wife returned all equipment to the * **** ** office and the service was friendly. The office verified that we returned all necessary equipment to the satisfaction of COX. We asked them there on the spot what was needed to close out the account in good standing and they ran the numbers and issued a very small refund. That was supposed to be the end of our business relationship, but COX billed us for new things subsequently. My wife brought this up with the office twice and it was not resolved in either case. They sent this over to a debt collection agency and are basically defrauding the collection agency by selling a debt that is not valid, and trying to shake down a customer of 20 years. Shenanigans!

  

  Business Response

  Date: 07/16/2025

  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. 
  
  Jennifer D.
  Executive Resolution Specialist
  Cox Communications, Central Region

• Initial Complaint

  Date:06/26/2025

  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.

  Due to rising cost I requested my account be canceled. I spoke to multiple agents who refused to cancel my service, transfer me to the cancelation department, or send me a return box. Not only did they also refuse to transfer me to a supervisor or otherwise the agents hung up on me, and one placed their phone on mute for more than 30 minutes and refused to talk or do anything. This is by far the worst customer service I've experienced. After being a customer for 5+ years it's absolutely ridiculous. I would like my account to be canceled and those agents calls be pulled and the agents given additional training.

  

  Business Response

  Date: 07/02/2025

  Thank you for bringing this matter to our attention.

  
  Upon reviewing the account, we found that the customer contacted us on June 9, 2025, expressing frustration and requesting to disconnect the account. However, our records indicate that the account had already entered a Non-Pay disconnect status as of June 5, 2025.

  
  When an account is in Non-Pay status, our agents are unable to make changes, including processing disconnection requests. This is why the customer was advised to make a payment at the time of the call. However, since the disconnection process had already been initiated, no payment was ultimately required.

  
  The disconnection was completed on June 26, 2025, and per our standard process, the account was backdated to reflect the original Non-Pay disconnect date of June 5, 2025. This means the account was officially closed four days prior to the customer's request on June 9, 2025.

  
  Therefore, no further action is required at this time.

  
  We hope this clarifies the situation.
  Sincerely,

  Cox Executive Escalations Team 

• Initial Complaint

  Date:06/10/2025

  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.

  Cox is literally the only internet provider for this corner of the city. Which I guess makes them feel like they do not need to provide good customer service or something. Primary complaint involves their internet service, a 160 dollar price tag for their highest speeds, which several days in a month just flat out refuses to function. And on the other days, the download speed bottoms out so much, we can't even perform basic internet functions, such as watching a YouTube video, without waiting for the video to fully load after an hour. For a 5-minute video! You would think that after paying for their service since August 2024, that this would get better. Nope, in fact it has declined all year! All attempts to get assistance with this matter were met with generic self-fix answers that solved nothing, or non-commital "We will look into it." Of course, no reply, and no fix. Don't get me wrong. Some days, our network speeds feel like what we paid. But there are more bad internet days than there are good. I just wish they were more communicative and willing to help people!

  

  Business Response

  Date: 06/20/2025

  We would like to thank the Better Business Bureau for the opportunity to assist one of our valued customers. Please allow me to begin by offering our sincere apologies for any inconvenience the customer may have experienced. It is never our intention to cause frustration or dissatisfaction.

  
  Upon reviewing the account in question, our records indicate that no technician has been dispatched to this location in over a year. Additionally, we have only one recent customer service interaction on file within the past month, prior to September 2024. If the customer is currently experiencing service issues, we would be happy to assist. We encourage them to contact our Customer Care team at **************, where we will be glad to address their concerns and work toward a successful resolution.

   

  
  Please note that the individual named in this complaint is not listed as an authorized user on the account. For detailed assistance, we kindly request that the account holder contact us directly.
  Thank you for your time and consideration.

  
  Sincerely,
  Executive Resolution Specialist
  Cox Communications, Central Region
  

• Initial Complaint

  Date:04/22/2025

  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.

  On 1-10-2025 I went to Cox in Derby to get a new landline put in for my folks (I'm their POA). They insisted I give my SS# or pay 50. deposit. I paid the deposit. As we continued to place the order they insisted they had to have my SS# or couldn't place the order. I gave them the SS# and asked for the 50. back. They had "run" the check through the machine and given me back the check, money already out of my account. They said it would take some days for the money to be replaced into my account. Before they came to install, my folks decided to stay with current phone so I canceled the order. I've an email 1-13-2025 confirming cancelation and 1-16-2025 saying they were working on the refund headed by "EPM Customer ****** ******* ****************. I went into store on 1-27-2025 they said I'd be contacted within 48 hours, didn't happen. Also went to store on 2-11-2025 with them saying a mistake was made and they needed to file another form and I'd get money in 6-8 weeks, didn't happen. I get a bill notice email each month saying I owe negative 50. as in we both know they still have my money. ***** ********* 

  

  Business Response

  Date: 04/30/2025

  We would like to thank the BBB for the opportunity to assist a valuable customer. Please allow me to 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. As of April 29, 2025, a refund has been sent to the customer, pending their approval. At this time, we have provided a successful resolution.

  
  Thank you for your time and consideration.

  
  ********* ********** **********
  *** *************** ******* ******

  Customer Answer

  Date: 05/01/2025

  On 4-29-2025 Cox emailed a refund form/download that needed to be used within 24hrs.  I was out of town and not able to meet the deadline.  4-30-2025 I called and lady said she'd send another one.  After over an hour (never have got it) I called back.  Man said he's filling out a form to send to somebody and they'd contact me within 72hrs. So yes, the refund has been offered but not received, yet.

  Thanks!  5-1-2025  R* *******

  

  Business Response

  Date: 05/02/2025

  We would like to extend our sincere gratitude to the BBB for providing us the opportunity to address this rebuttal.

  
  We consider this matter resolved. Our Executive Resolution Specialist contacted the customer twice to ensure he followed the process to receive his refund. At no point was it disclosed that he would be unable to complete the request. As of yesterday, May 1, 2025, our records indicate that the refund has been sent electronically. The customer should allow three business days for processing.

   

  T*****  
  
  *** 
  
  ********* ********** ****

  Customer Answer

  Date: 05/13/2025

  The $50. refund / return from Cox is in our account as of 5-13-25.  Thank you, BBB very much for your help in getting this taken care of, you've been a real blessing!

  **** **** * *** ****** ** *******

• Initial Complaint

  Date:04/09/2025

  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.

  No **** service for the 5th time in5 weeks

  

  Business Response

  Date: 04/11/2025

  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. 

  Customer Answer

  Date: 04/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1. I have returned calls and no one has answered or called back after leaving a voucemail.

  *** **** ********* Although you should already have all of my account info because you always ask for the phone number associated with the account to pull it up when called. I don't know what else you would need. I have responded to emails as well.

  
  
  
  
  Sincerely,
  
  
  
  ******** ******

  

  Business Response

  Date: 04/21/2025

  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. Our Field Operations team continues to diligently to work in this area even as this complaints closes.
  
  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. 

  Customer Answer

  Date: 04/22/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Yes, a new modem has installed but the problem still persists. Until the main with the issue is fixed correctly, I will continue to call the area supervisor when it continually goes down for hours, as he is the one who stated there is an ongoing problem in this area that they have been well aware of for many months.
  
  A credit doesnt seem to be too much to ask but apparently is hard to receive one from this particular business.

  
  
  Sincerely,
  
  
  
  ******** ******