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Business Profile

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Cox Communications
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Cox Communications has 11 locations, listed below.

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    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 Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/29/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 Communications

    • Initial Complaint

      Date:10/08/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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

    • Initial Complaint

      Date:10/01/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 am currently paying ***$ a month for service that does not work consistently for more than 1 hour. I have already made a BBB complaint about a year ago. The constant network interuption that is in the lines is incredibly annoying. my upload will be like the stock market up and down every hour. I am tired of it. I want it fixed right. not just temp fixes. They had fixed the issue back in the day, They said there was an interuption about 4 blocks away from me. I just want to be able to work from home and not have to worry about the internet going down. I know its not my modem and router. This is something on coxes side, not mine! Just please get this fixed I cannot stand working like this,

      Business Response

      Date: 10/26/2022

      Business Response /* (1000, 5, 2022/10/07) */
      We want to thank Taylor ***** for taking the time to file his concern. In receipt of this complaint, Cox spoke with Taylor ***** and we believe he is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Thank you.

    • Initial Complaint

      Date:09/27/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      September 1, 2022 I had my first bill from this company and it was ***.
      The second bill was recently issued and it was almost *** dollars. They told me my bill was only supposed to be *** dollars a month. They claim I made changed in the middle of the month to my account, but I never made ANY changes to my account. When I called the business to dispute the overcharges, the employee was ********* and *************.

      Business Response

      Date: 10/24/2022

      Business Response /* (1000, 5, 2022/09/30) */
      We want to thank Thomas ******* for taking the time to file his concern. In receipt of this complaint, Cox spoke with Thomas ******* and we believe he is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Thank you.

    • Initial Complaint

      Date:09/10/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      5 years ago I used cox communication. I paid my final bill and gave them back their box like instructed to do from the lady I spoke to. Since then( 5 yrs) ********************************************************************************************************************************************************************************************************************************************************************************** I went to my bank and they said Cox communication is on my report now so o can't get a loan. They have messed me up completely. . Why all of a sudden after 5 yrs do I owe them money. I called them and they won't take it off. My bank lady said that they don't want to pay to get it off. This is messed up. I've always have followed the rules and I always end up getting *******. Its not fair. I shouldn't have to pay it again 5 yrs later.

      Business Response

      Date: 10/17/2022

      Business Response /* (1000, 5, 2022/09/15) */
      We want to thank the customer for taking the time to file her concern. In receipt of this complaint, Cox spoke with the customer on September 13, 2022, after review of the account information associated with this complaint, we could not confirm the customer had returned the assigned equipment on file. We removed the equipment and placed it in lost status. Any remaining charges are for services rendered. 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


      Consumer Response /* (3000, 7, 2022/09/16) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I don't except it because this is their mistake not mine.I think this isn't right for me to pay again 5 years later. I did exactly what they asked of me. They shouldn't do this to people.


      Business Response /* (4000, 9, 2022/09/23) */
      We want to thank the customer for taking the time to file her rebuttal. In receipt of this complaint, Cox Communications has not changed its position in this matter. You reached out to Cox on Sept 20, 2022, with a response that Cox had not tried to contact you prior to your collection's notice. We reviewed several methods of contact and emailed that data to you without response. We regret that your experience was not a good one and apologize for any inconvenience caused. Thank you.


      Cox Communications


      Consumer Response /* (4200, 11, 2022/09/29) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      This was taken care of years ago. It's not my fault someone didn't document it on your side. I will not pay you again. My phone number has not changed **********************************************************************. Why all of a sudden I owe you money. You people are lying. This is unprofessional And unexceptable of a business. I did what I was instructed to do.


      Business Response /* (4000, 13, 2022/10/04) */
      We want to thank the customer for taking the time to file her rebuttal. In receipt of this complaint, Cox Communications has not changed its position in this matter. We tried to reach out to you on September 30, 2022, and again on October 3, and 4th, without response. Your last BBB complaint was that the collection's attempts should have been taken care of a long time ago. During this time, the debt was assigned and reassigned to several different agencies. We reviewed several methods of contact and emailed that data to you without response. It is possible your credit report wasn't affected during the assignment/reassignment periods. You noted you had returned equipment to a location that is not a Cox retail location, therefore, in good faith we removed the equipment as lost. We regret that your experience was not a good one and apologize for any inconvenience caused. You can certainly reach out to the agency or to Cox for a settlement as this debt is currently assigned. Thank you.

      Cox Communications


      Consumer Response /* (4200, 15, 2022/10/04) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I already paid it and did exactly what I was instructed.


      Business Response /* (4000, 17, 2022/10/14) */
      We want to thank the customer for taking the time to file her second rebuttal to this complaint. In receipt of this complaint, Cox Communications has not changed its position in this matter. We tried to reach out to you on September 30, 2022, and again on October 3, and 4th, without response. Then again on October 12, 13, and 14, 2022,respectively regarding this complaint by telephone and email without response.

      Generally, it is important to converse to establish reaching middle ground in a resolution. In your recent BBB complaint, your dispute was that the collection's attempts should have been taken care of a long time ago. Cox doesn't dispute that. The account was placed in write off June 10, 2017.

      During this time, the debt was assigned and reassigned to several different agencies. You say that you had taken care of and it is the company's fault your account wasn't documented correctly. The location that you told the company you returned Cox rental equipment to on September 13, 2022, does not exist. There is only 1 (one) Cox retail location in that market and it is not *********. So, as not to dispute what we were told, the equipment in question was removed from your account in good faith.

      We reviewed several methods of contact and emailed that data to you without response. It is possible your credit report wasn't affected during the assignment/reassignment periods. We regret that your experience was not a good one and apologize for any inconvenience caused. You can certainly reach out to the agency or to Cox for a settlement as this debt is currently assigned. Thank you.

      Cox Communications

    • Initial Complaint

      Date:09/06/2022

      Type:Billing Issues
      Status:
      Answered
      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 7/26/2022 I moved out of an apartment and left a modem/router, company provided equipment, at the residence per instructions by the apartment. According to their agreement with the company the equipment gets passed on to the new resident. Cox has charged me for the equipment that is no longer associated with my account and refuses to provide a refund for the *** some dollars. They have even informed me that the equipment has been transferred to a new account but will not provide a refund. I have contacted them three times for the issue and each time they say they will submit a ticket for a refund and then do not provide the refund.

      Business Response

      Date: 10/04/2022

      Business Response /* (1000, 5, 2022/09/09) */
      We have contacted our customer and addressed his concern. We apologize for any inconvenience. Thank you!

    • Initial Complaint

      Date:08/17/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      My account was charged a fraudulent $** return fee. My bank account had plenty of money it and my bank shows that Cox did not even attempt to process payment. I did have to cancel my card connected to my bank account due to unauthorized activity but with Cox, I set up an ACH withdrawal so that should not have been an issue. I requested Cox to remove the fee and was told it would be taken care of. Then checked my account and the fee is still on and then was told it was denied. No one even contacted me regarding this matter. If I am charged this fee I will file a chargeback claim with my bank if I'm not contacted that a refund was been processed.

      Business Response

      Date: 09/20/2022

      Business Response /* (1000, 5, 2022/08/18) */
      We have contacted our customer and addressed his concern. Thank you!

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