Complaints
This profile includes complaints for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 86 total complaints in the last 3 years.
- 33 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:01/31/2023
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 signed a contract late last year to lock in my rate for a certain amount of time. I am now being charged an extra fee. After contacting Cox, I was advised this is a data usage fee for exceeding the amount of data I am allowed. I was also advised I could upgrade to an unlimited plan for an additional charge.....even though I am already on an unlimited plan! This is ridiculous. Cox has done this to me in the past, where I signed a contract for a set price, then they find some additional fee to tack on. This has got to stop and I want refunded for the additional fees I have paid. I also do not want to be charged this data usage fee in the future.
Business Response
Date: 02/03/2023
Cox made attempts to reach Forrest ****** in receipt of his complaint; however, we did not have the opportunity to speak with them. Should he wish to discuss this matter further, they can reach a Cox representative by calling ************.Initial Complaint
Date:12/31/2022
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.
Cox raised my rate without explanation and then they put out an offer to new customers for the same service at a rate $** per month lower than they raised my rate to. In the past they have been very accommodating of existing customers and would honor the lower rate for existing customers. They would not accommodate this request and basically said they didn't care about my business. I have been a customer of theirs for over ** years and this raising of rates without notification and offering different prices for the same service have been a recurring pattern and until this time they were accountable to existing customers. This time they are not. It is not acceptable practice.Business Response
Date: 01/24/2023
Business Response /* (1000, 5, 2023/01/03) */
We appreciate the opportunity to assist our customer. We have contacted our customer to address his concern and we believe he is satisfied with our effort to resolve this matter. We sincerely apologize to our customer for any inconvenience. Thank you!Initial Complaint
Date:12/28/2022
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 returned a device to them all the pieces to it and they charge me $*** and I was told to go to you guys because a lot of people had the same problem with them and went through you guys for helpBusiness Response
Date: 01/23/2023
Business Response /* (1000, 5, 2023/01/03) */
Cox made attempts to reach Elizabeth ******** in receipt of her complaint; however, we did not have the opportunity to speak with them. Should she wish to discuss this matter further, they can reach a Cox representative by calling ************.Initial Complaint
Date:11/29/2022
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 had to updated the Letter on my apartment because they put it down wrong when I signed up. On October 20th we called and updated the letter on the APT which generated us a "New Account". It brought the old charges for October to the new account and the new account auto generated a bill for October as well. They will not give me the statements from the old account to verify the charge brought over was not for October. I have spoken with like 6-8 different reps and they were all refusing to give me an itemized bill. I would like proof that I am not being double billed for October. We didn't move service or anything we just updated the letter on the APT so our neighbors could get their service. The lack of transparency is awful.Business Response
Date: 01/02/2023
Business Response /* (1000, 5, 2022/12/01) */
We want to thank Lathen ***** for taking the time to file his concern. In receipt of this complaint, Cox spoke with Mr. ***** and we have addressed their concerns. Thank you.
Cox Communications
**************
Consumer Response /* (3000, 7, 2022/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not fully addressed the issue. They could not email me my statements so I could verify. They are mailing them. It takes 7 days for them to mail them and however long it takes the post office. Within 7 days it should be at the post office
Business Response /* (4000, 9, 2022/12/02) */
Good afternoon, Cox spoke with Mr. ***** today again regarding his complaint. In regard to his request to email statements, Cox is unable to provide emailed billing statements on non-active Cox accounts for security purposes. Customers have the option of having any of the last 12 months of billing statements sent via postal mail. As of 12/01/22, Cox sent a request to have Mr. ***** last billing statements on his account mailed to him. The statements will be processed for mailing in the next 7 business days. Thank you.
Cox CommunicaitonsInitial Complaint
Date:11/19/2022
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 was led on and deceived by Cox Communications after a porch pirate stole one of their modems off my front porch.
Initially, Cox claimed that my service had started before I had even recieved my rental modem. After calling them, I was told that my modem had already been delivered. After finding out that a porch pirate had stolen the package, I was told on two separate occasions that I wouldn't be held liable for the theft. Then I come to find out a month later that I owe $****** to buy a router that I never recieved. I was only notified of this charge after being locked in a two year contract. The suspicious timing leads me to believe that I was deliberately misled by the business and I want to warn others, so that they don't fall victim to this ****** behavior.Business Response
Date: 12/28/2022
Business Response /* (1000, 5, 2022/12/01) */
We want to thank Chase ******* for taking the time to file his concern. In receipt of this complaint, Cox spoke with Chase ******* and we believe he is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Thank you.
Consumer Response /* (2000, 8, 2022/12/01) */
After reaching out to Cox again, they honored the original agreement offered by their representatives and excused the stolen equipment. I feel that the dispute has been resolved within a reasonable timeframe and I would like to close this complaint.Initial Complaint
Date:10/29/2022
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.
10/28 - data usage was impossibly high, I was not home however my usage was 546gb of data. Requested that they look into this and correct the usage. They are insistent that it is my fault however it's not possible as the residence was not occupied. They have made it so hard to get aide in resolving this issue and are not providing the cause of the issue.Business Response
Date: 12/12/2022
Business Response /* (1000, 5, 2022/11/01) */
Hello, Cox spoke to Mr. **** today regarding his concern. Cox reviewed Mr. **** account with him and advised him that his reported data usage is valid. Cox customers can learn more about our data usage policy at https://www.cox.com/residential/internet/learn/data-usage.html. Cox has a notification system in place to let customers know when they are close to their monthly data usage limit. We appreciate Mr. **** speaking to Cox.
Cox CommunicationsInitial Complaint
Date:10/08/2022
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.
On May 10, 2022 Cox Communications installed a new cable on the outside of our house. The cable was laid on the ground mostly in my yard but also a small portion in my neighbors yard. I was told it would be buried in 30-45 days. Over the last five months I have made numerous calls to Cox Communications customer service and went to the store at **************************************. with no success resolving this hazard/issue. They always sent a technician, which has nothing to do with burying a cable. A specialist at the ******** store explained this service was contracted to a different company. This cable is a threat to people tripping over or lawn equipment being damaged. This lack of service is pathetic. Please bury this cable.Business Response
Date: 12/02/2022
Business Response /* (1000, 5, 2022/10/18) */
We want to thank the customer for taking the time to file his concern. In receipt of this complaint, Cox spoke with the customer on October 18, 2022, we confirmed the exposed drop bury line had been covered and we believe he is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Should the customer have any further questions about this matter, we ask that they contact our Executive Escalations Specialist at the phone number provided to them (via voicemail).
Thank you.
Cox Communications
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