Complaints
This profile includes complaints for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 85 total complaints in the last 3 years.
- 30 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:08/26/2024
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 called to cancel my service on July 30, 2024 at 1734; I have record of this call, which lasted 8 minutes and 24 seconds. During this call, I was asked to verify my name, phone number, address, and PIN number. It was also stated that the call would be monitored or recorded. The woman that I spoke with assured me that the service was disconnected effective July 30, 2024.
I then received a bill for $160 (full monthly bill) on August 26th. I was expecting a partial bill due to being 9 days into my billing cycle upon the date of cancelation, but not the full monthly amount, so I again called Cox. The account manager that I spoke with stated that there was no record of me calling to cancel service on July 30th, and repeatedly refused to allow me to speak to anyone else and stated that "they use the same system and would tell (me) the same thing." When I stated that I had record of the call, he responded "go ahead and play the recording of (me) requesting the service to be disconnected." I clarified that it was a call log record, not a recording. He again stated that he would process the disconnect for August 26th.
I have record of the call and Cox should have a record as well. I verified all of my information on a line that is recorded by them on July 30th. All charges billed to me beyond that date need to be removed; there was no usage on the account and I was told by their employee that it was disconnected.
Business Response
Date: 09/05/2024
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.Customer Answer
Date: 09/05/2024
Better Business Bureau:
The recording of the call was located and revealed that I had requested cancelation of service as described in the complaint filed; subsequently, the charges for dates of service that occurred after my cancelation request were removed from my account. 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:08/23/2024
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.
This is the first complaint I’ve lodged on BBB. I’ve been a Cox customer since 2016. My acct is ******************. If I could afford a lawyer, I would have a case for false advertisement. I signed up online for a promotion to join Cox mobile to receive a monthly discount on my home internet of $14.99 a month. I joined Cox mobile in July. Cox is not honoring the promotion terms promised. My home internet bill has not been discounted although they have told me it would be. I have emailed **************** several times, providing the screenshot of the promotion I signed up for. They’ve repeatedly directed me to call **************. I’ve called a few times with no progress. The time I have wasted fighting to get the promotion promised has been truly infuriating. When it comes time to renew my contract, I will be seeking other service providers. This experience has been incredibly frustrating and disappointing.Business Response
Date: 08/30/2024
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 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 Communications, Central RegionCustomer Answer
Date: 09/04/2024
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:08/15/2024
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.
1. This complaint is from ******** ******* ******, and concerns a former COX Business Systems account. A copy of the original Commercial Services Agreement dated 6/24/2021 is included. (Atch #1)
2. The contract required that in order for the contract to not be automatically renewed, it was necessary to notify COX in writing at least 30 days in advance of the end of the current contract period. The church did provide by first class US Postal Service mail such a written notice of termination dated 04/01/2024 which meets these requirements. (Atch #2) Since the former contract was supposed to expire on 05/24/2024 all of the property belonging to COX was disconnected on 05/23/24.
3. A representative of the church also spoke by telephone with a representative of COX Business Services on 04/30/2024. The substance of that telephone conversation was documented in a detailed Memorandum for Record which is included. (Atch #3)
4. All equipment owned by COX Business Systems was returned to COX by United Parcel Service (UPS) on 05/28/2024. And the tracking number for that shipment indicates all equipment belonging to COX was delivered to them on 05/29/2024. A copy of the UPS receipt is included. (Atch #4)
5. In summary, the church complied with the contract procedures to notify COX in writing that it chose to terminate rather than renew the contract. A representative of the church also spoke with a representative of COX on the telephone. And the church also returned all the equipment which belonged to COX. The church has now received a bill for $504.43. (Atch #5) Since the regular monthly fee for the former service ranged from $243.91 to 243.97 this can only mean that COX has failed to terminate the service in compliance with the church’s legal request.
6. The church is seeking: (a) Written notification that the subject account has been terminated retroactively to the date it was supposed to be terminated; and, (b) Confirmation that the church does not owe COX anything.Business Response
Date: 08/21/2024
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 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.Matthew D.
Executive Resolution Specialist
Cox Business
Customer Answer
Date: 08/21/2024
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:08/08/2024
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.
After the storms, we had a cable side laying on the ground. Called cox and reported it . They said someone would be out in 24 to 48 hrs. To this day 8 days going on 9 the cable side is still on the ground. I have a service warranty with them. We have called them almost every day on this matter, and all we get is the run around.Business Response
Date: 08/16/2024
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 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 Communications, Central RegionCustomer Answer
Date: 08/20/2024
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:07/30/2024
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.
At the start of this year I started to have service issues with 3 of my bands on my modem not being able to connect resulting in around 15-25 mbps speeds. I called technical support, which told me because I have the wrong model number on my account, that was the issue and they transferred me to Tier 2. As a former Cox Employee, I know for a fact that was not the issue and Tier 2 confirmed it as such and sent a tech to the field. The field tech came and confirmed it was an issue at the tap/pole and that construction/plant maint needed to come out and resolve it. They came and fixed the issue and the internet worked fine till May. In May Cox was doing work in my area and it resulted in the same thing happening. Same issue where 3-4 bands on my modem would not connect. I figured it was due to them working down the street from me and I called to request a credit on my account. After struggling with Cox for over an hour, I received my credit and a note on my account that I was having issues. In June the problem was still on going so I called to request a ticket to be submitted for someone to come check the tap again. During the course of trying to get this done, I have been hung up on by a supervisor who lied to me and stated I never had this issue before, I cannot get the online chat team to answer any questions on the ESR ticket, no one has called me. Someone above a supervisor was supposed to call me about it and nothing and my service continues to degrade. I am now up to 7 of my bands not connected. My power dB and SNR are all within range, no major changes have occurred in my household, the only thing was Cox did work in my area and my services are now terrible. All the customer service reps don't seem to know what is going on, or understand what tickets are, or provide any sort of assistance. They seem to only be combative about the entire situation.Business Response
Date: 08/01/2024
We appreciate the opportunity to assist our customer.
We have contacted our customer directly and addressed his concern. We
sincerely apologize to our customer for any inconvenience. Thank you!Customer Answer
Date: 08/01/2024
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:07/29/2024
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.
Cox internet services has over charged my internet account for months with no ability to explain why. After a lengthy conversation and an agreement to what my bill should be I was then sent notice my bill would be 50.00 higher than the agreement. I suspect elder abuse or racism based on the location of their store.Business Response
Date: 08/01/2024
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.Customer Answer
Date: 08/01/2024
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:07/12/2024
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 was told on 6-27-2024 that my internet service was discontinued on 6-20-2024 due to an “equipment clean up” error by Cox despite being a loyal customer since 2011. Apparently, they can just turn off service with no contact with the paying customer. This Cox “error” cost me approximately $1500 per day and exposed me to possible professional violations. When I contacted Cox they were not sure how long it would take to remedy but it could take a few days-costing more thousands of dollars.Business Response
Date: 07/23/2024
Tell us why herWe 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 Specialist
Cox Business
Initial Complaint
Date:07/05/2024
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.
Since May 10, 2024, the internet has been up and down 19 times in that period, ranging anywhere from 1 hour to more than 12 hours or even a full day. I've called Cox to discuss it, and all I get is, these things happen. Yet, I'm getting charged for service I cannot use. No offer to compensate, no real apologies, just, these things happen.
I'm sorry, don't bill me for all the time that your system is down and I cannot use it. Honestly, you should be giving a whole lot of people returns on their bills because of all the down time you've had over the last 30 days. When my service is down more than it's up, there's a problem, and I can count on it going down at least 1-2 times a DAY. So, really, Cox, you need to step up and not only fix your problems in Newton, AND, discount your customers when you have an outage and stop requiring us to call in every day to complain, you know you're down, you know you're broken, so, reciprocate properly.
I want my bill to be fixed for all of the excess, non useable times, 19 days out of 30. I want to know that you're fixing the issue and not just putting a band aid on it and just moving on from it. Actually replace your equipment and fix the problem. Yes, I would love to be contacted by Cox and find out exactly how they intend to proceed with this issue, and I do want to talk to them about the price of my internet, when I moved into this package, I was told that my price was going to remain at the level it was and never move, however, it did jump up by about 50 dollars on the BASE price, it went from about 88 a month to 135 a month, with the Federal assistance on it, I was only paying about 50 a month, so, you can see why I'm claiming Sticker Shock on this too. The sales rep I talked to about this several years ago said my price was locked in and would NOT be going up. It wasn't a 1 year or 2 year special price, it was a permanent price, and yes, I asked him about that very thing.
So, ****, you got some 'splainin' to do.Business Response
Date: 07/12/2024
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 advised of known issues within the network which has now been resolved. Customer confirmed there were no issues within the last week. Customer will continue to monitor service and will reach back out if further assistance is needed.
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 RegionInitial Complaint
Date:06/26/2024
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 have been having terrible service with cox the last 6 months. They have come out to our house numerous time, changed everything possible, and have told us the problem was fixed just to have it happen again. We have paid 260.00 per month for the last 6 months to only have cable and internet a couple of hours per day. They have not even tried to see if the problem is out on the road and has nothing to do with our equipment (which has been changed 5 times). When we do call, it takes 3 to 5 days to get a tech to come out. When we called the last time, the person one the phone said, "I can transfer you to someone that can just disconnect your service and will end the problem" The most horrific customer service I have ever seem. I just want this problem fixed.Business Response
Date: 06/28/2024
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 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 Resolution Specialist
Cox Communications, Central RegionInitial Complaint
Date:03/18/2024
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 have disputed a collection account many times and they keep reporting the account. This is not may account and never has been. A police report is filed for identity theft. Will upload documents if needed.Business Response
Date: 03/21/2024
We have made attempts to reach Ms. However, we were unable to reach her. Should she wish to discuss this matter, she can reach us at the number provided on her voicemail.Customer Answer
Date: 03/26/2024
Complaint: ********
I am rejecting this response because:I never received and email. I am asking for the validity of the charge. I have not received documentation of said charges. What does my address at the time have to do with this complaint?
Sincerely,
****** *********Business Response
Date: 03/27/2024
There have been multiple emails sent to Ms. from our fraud team requesting information. The email address we are sending to is her same email address listed in this BBB complaint. The fraud team has sent the email to Ms. again today. She will need to respond to our fraud team at that email address.
Thank you.
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