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

  1510 E 17th Ave Hutchinson, KS 67501-1113

  
• 

  Cox Communications

  1636 N Rock Rd Derby, KS 67037-3766

  
• 

  Cox Communications

  900 Hayes Dr STE B Manhattan, KS 66502-4394

  
• 

  Cox Communications

  2556 N Maize Ct Ste 102 Wichita, KS 67205-7352

  

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:07/29/2024

  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.

   
  
  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,
  
  
  ******* ******* *****

  

  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. 

• Initial Complaint

  Date:07/12/2024

  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 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: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.

  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 Region

• Initial Complaint

  Date:06/26/2024

  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 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 Region

• Initial Complaint

  Date:03/18/2024

  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.

   
  
  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: 03/21/2024

  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. 

  

  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.

• Initial Complaint

  Date:01/22/2024

  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 had cox communications for home internet. i was told it would be 110.00 a month but limited to 2000 gigs which should be plenty since i never went over 600 gb (at my largest month) with my previous carrier, i found that i was using 2500 gigs a month with cox, with no changes at all to my household or usage. i was told the extreme speeds of cox's service i was using, triple my old gigs. (my old provider was about the exact same speeds) so due to overages, i switched carriers. i was called and offered home internet for 74.00 a month if I switched back to cox. i was promised 500 mbps which is what i had before, but unlimited.
  i was then told after signing contract and canceling my other provider and paying early termination fee, and forfeiting my 199.00 install fee, that the person who called me was not authorized to offer that deal, and that they could not honor it. they said the lowest they could go was 105.00 i reluctantly agreed to not wanting another lost installation fee. by this time the lies had cost me 199.00 in lost fees. after all that i paid 122.00 a month for the next year. as soon as the contract was up again i was going to switch to at&t and yet again was offered 105.00 a month to stay . after again canceling the installation and forfeiting my installation fee. i was told i will pay 156.00 a month and could get the promised price, only if i was willing to reduce my speeds and no longer have unlimited. those are the plans they already have with no promotion, they then stated if i want lower costs i need to apply for the gov assistance program. i was not informed my bill would not only NOT go down, but went up by 30.00 until due The reason i considered staying so many times is because they are the only internet provider available to my home, *** is available but they are 18mbps vs 500 (which only actually is about 200 mbps.) i have no choice but to believe that this is a company wide practice to bait and switch since it has happened all 3 times.

  

  Business Response

  Date: 01/22/2024

  We want to thank ****** ****** for taking
  the time to file her concern.  In receipt of
  this complaint, Cox spoke with *** ****** and we have
  addressed their concerns.  We sincerely apologize for any
  inconvenience caused.  Thank you.
  
  Cox Communications