Complaints
This profile includes complaints for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 316 total complaints in the last 3 years.
- 101 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:12/04/2025
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.
REMOVEDoriginally contracted for internet services with REMOVEDwhich was acquired by REMOVED, who was then acquired by REMOVEDBusiness. During the initial service contract we communicated that we did not want to renew the contract at the end of the term. When the term ended REMOVED/REMOVEDfraudulently and without regard for the written (email) request to cancel services renewed the contract. When our company was made aware of this we immediately requested the services to be terminated. When terminated REMOVEDfraudulently billed a REMOVEDfee of $9,658.68. Further the contact is written in a deceptive and predatory manner to "auto renew" the service for an additional full term as the original without any notice or other communication that this was taking place. We have communicated with REMOVEDsupport and provided proof of the written request that was sent to cancel services however REMOVEDhas stated the REMOVEDis valid and will be due. There should be no EFT due as the request to cancel services was made prior to the service renewing and so that should be removed from any balance due.
Business Response
Date: 12/04/2025
We would like to thank the BBB for the opportunity to assist a valuable customer. Upon review of the attachments and confirmation with our systems this complaint does not appear to be intended for REMOVEDBusiness but rather for Comcast.
We appreciate the opportunity that the BBB has given to us to assist our customers and thank the REMOVEDfor understanding that we can not assist with this request.REMOVED.
Executive Resolutions Specialist
REMOVEDBusiness
Initial Complaint
Date:12/03/2025
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.
For the THIRD time REMOVEDunlawfully open an account in my name and its gone to collections. I don't live in a REMOVEDarea and I keep telling them to NOT open accounts in my name. I filed multiple fraud reports with REMOVEDand they still open up accounts in my name.I need assurances from REMOVEDthey will fix this and take steps to prevent. Also I'd like the maximum penalty applied to them as punitive so they learn to protect people instead of ruin their credit.Business Response
Date: 12/03/2025
Dear REMOVED,
Cox Communications (REMOVED) is in receipt of your complaint filed through the Better Business Bureau. Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention. Doing so allows us to improve the quality of the service we provide to our customers.
Our Executive Escalation team member spoke with you regarding your REMOVEDaccount on December 1, 2025, and have provided a resolution for the concerns brought up in your complaint.
If you have any questions or concerns regarding your account, please contact our REMOVEDat REMOVED.
Best Regards,
REMOVED
----------------------------------------------------------------------------------------
The Executive Escalations TeamInitial Complaint
Date:12/03/2025
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 went to the store to pick up my box for internet service. When I walked in, I was told that I qualified for a free phone plan for 12 months due to where I lived. All I had to do was pay $20.00 for the phone. The first month I received a bill for $10.00. I called and they told me it was an activation fee. On December 1st, I received another bill for $46.92. I called and was told that this was my monthly fee. I never signed up for a phone plan. Every time I call, they say they will call me back, but I haven't heard back. I would like to be refunded my $10.00 and have the $46.92 removed from my bill.I never signed a contract. If I did sign a contract, I was not provided a copy and I was never aware that I had a monthly fee. Because I have internet with this company, I cannot remove my card from my file without it affecting my internet service.Business Response
Date: 12/03/2025
We want to thank REMOVEDfor taking the time to file her concern. In receipt of this complaint, REMOVEDspoke with Ms. REMOVEDand we have addressed their concerns. We sincerely apologize for any inconvenience caused. Thank you.
Cox CommunicationsCustomer Answer
Date: 12/03/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
Regards,
REMOVEDInitial Complaint
Date:12/01/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
REMOVEDhas been charging me 160$ for WiFi not even cable I asked for a refund and they said no which is absolutely crazy to charge someone 160+ for WiFi when us Americans are struggling to feed our familys. I would love for the refund but i know its not gonna happen. I more or less want my voice to be heardBusiness Response
Date: 12/02/2025
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.Initial Complaint
Date:12/01/2025
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 Wednesday afternoon (date: insert exact date), I purchased a Pixel 10 from the REMOVEDMobile store in REMOVED, REMOVED. The sales REMOVEDresentative (phone number REMOVED) clearly told me in person that after making the down payment, the phone could be unlocked in 60 days. I followed up in writing, and the REMOVEDresentative confirmed the same thing by text message. I have screenshots of the conversation where the REMOVEDstates: Yes REMOVEDyou can. The promo is still going on, in response to my question about unlocking the phone in 60 days.After the purchase, I contacted REMOVEDMobile support and was told this was false. Representatives informed me the device cannot be unlocked until it is fully paid off, which contradicts what the salesperson promised and wrote to me.This is a case of misREMOVEDresentation and deceptive sales practices. Because of the false information, I missed Black Friday sales where I intended to purchase an unlocked device. This resulted in financial loss and prevented me from buying the phone I originally planned to buy.I attempted to escalate the issue using Coxs official escalation channels, but all corporate email contacts are invalid or discontinued, leaving me unable to reach a higher-level team.I am requesting the following remedy:1. Refund of my down payment 2. Cancellation of the device payment plan 3. Unlocking of the device 4. Compensation or credit for the missed Black Friday phone opportunity 5. Review and correction of the deceptive sales conduct at the REMOVEDstore I have attempted to resolve this through Coxs support options. None of the corporate escalation emails are valid anymore, so I have been unable to reach a higher-level team.I am requesting that REMOVEDCorporate contact me directly to resolve this matter.
Hello, I would like to add additional information to my complaint ID REMOVEDagainst Cox Communications. I have attempted to contact the REMOVEDExecutive Escalations REMOVEDresentative multiple times at the number they provided REMOVED). The phone rings once and goes straight to voicemail each time. I want to ensure BBB is aware of this communication issue, as it prevents me from resolving the matter directly. Please attach this message and note the missed calls and voicemail attempts as part of my complaint record. Thank you, REMOVED
Business Response
Date: 12/11/2025
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, we are unable to agree upon a successful resolution as the request is not something we are able to fulfill. The phone will need to be paid off in full before it can be unlocked, we are not able to make an exception to this policy.
Thank you for your time and consideration.Customer Answer
Date: 12/11/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID REMOVED, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
This response from REMOVEDdoes not address the full scope of my complaint.The unlock request was only one part of the issue I raised. My complaint included:1. Multiple documented errors by REMOVEDrepresentatives2. Incorrect information given to me that caused financial loss and missed opportunities3. Delays and mishandling that resulted in additional expenses4. Failure to provide accurate support after multiple escalations5. A request for compensation/credits for the inconvenience and mistakes REMOVEDcreatedCoxs reply only addresses the unlock portion and completely ignores the other issues that were outlined in detail in my complaint. This is not a complete or satisfactory response.I am requesting that REMOVEDrespond to all aspects of the complaint, including:The documented errors made by their agentsThe impact of those errorsThe compensation and corrective resolution requestedAny remedy for the time lost and miscommunicationI am not simply asking for a policy exception I am asking for resolution regarding Coxs mishandling of my account and the consequences that followed.Please have REMOVEDprovide a full response to all issues raised, not just the unlock policy.
Regards,
REMOVED
Business Response
Date: 12/11/2025
REMOVEDappreciates the opportunity to respond to this complaint and clarify our position. We have conducted a thorough review of the customers account and the concerns outlined. While we understand the customers frustration, our decision remains consistent with the terms and conditions that were communicated and acknowledged by the customer via email. We are unable to overturn this decision or make exceptions to our established policies.
To address each point raised:
1. Multiple documented errors by REMOVEDrepresentatives-
We reviewed all interactions and found that our representatives provided information based on current policy and system guidelines. While we regret any misunderstanding, there is no evidence of intentional misinformation or procedural error that would warrant compensation.
2. Incorrect information causing financial loss and missed opportunities-
Our records indicate that the information provided was accurate at the time of communication. We understand the customer feels impacted, but we cannot confirm any direct financial loss attributable to REMOVEDerror.
3. Delays and mishandling resulting in additional expenses-
We acknowledge that the process may have taken longer than expected. However, the timeline was consistent with standard procedures, and there is no indication of mishandling beyond normal operational timeframes.
4. Failure to provide accurate support after multiple escalations-
Our escalation teams reviewed the case and confirmed that all responses aligned with policy. While we regret that the outcome was not what the customer hoped for, the support provided was accurate and complete.
5. Request for compensation/credits for inconvenience and mistakes-
After careful review, REMOVEDhas determined that no credits or compensation are warranted. Our decision is based on adherence to policy and the absence of documented errors that would justify such adjustments.We understand the customers concerns and regret any inconvenience experienced. However, REMOVEDmust apply its policies consistently to ensure fairness for all customers. Therefore, our original decision stands, and we will not be overturning it.
Thank you for allowing us to clarify our position.
Customer Answer
Date: 12/11/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID REMOVED, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]This response from REMOVEDis not acceptable, as it contains factual inaccuracies and does not match the actual documented events. REMOVEDstates that there were no procedural errors, no incorrect information, and no mishandling, however my call logs, screenshots, and timeline clearly show multiple inconsistencies in what REMOVEDtold me and the actions taken.
Coxs statement that all information was accurate is demonstrably false: multiple representatives gave conflicting answers, incorrect instructions, and failed to follow escalation procedures. These inconsistencies directly caused financial loss and prevented me from taking advantage of options that should have been available to me.
Additionally, REMOVEDis attempting to frame this as a policy dispute, when the actual issue is procedural failure and misinformation. Policy does not excuse errors, delays, false information, or failure to provide correct support after escalation.
Because Coxs reply repeats the same position without addressing the documented evidence I provided, I request that this case remain open and that REMOVEDbe required to respond to the factual discrepancies in their statements. If REMOVEDmaintains its refusal to correct or acknowledge these errors, I will file with the REMOVEDand the REMOVEDso that a regulatory body can review the procedural failures.
I am simply asking for a fair and accurate review of the documented events, not a policy exception. REMOVEDhas not done that.
Regards,
REMOVED
Business Response
Date: 12/11/2025
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.
Our initial response stands and does not change.
Thank you for your time and consideration.Initial Complaint
Date:11/26/2025
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.
There is nothing I detest more than having to contact the Better Business Bureau (a company I appreciate and respect) when REMOVEDCable phone representatives make multiple misstatements and/or are incompetent. On Saturday, November 22, 2025, I spent several hours on the phone with various REMOVEDrepresentatives. Since then, the slow speed has gotten only worse, not better. I initially called REMOVEDbecause I was forced to cancel three online tutoring sessions. I am an independent contractor with REMOVED(REMOVED). I kept contacting VT support and their tech named Rusking said the problem was an instable internet from REMOVED. So, I called REMOVEDto see if this was true. The first rep I spoke with in REMOVEDtech support was named REMOVEDand he said he was located in REMOVED. He said there was nothing wrong with REMOVEDCable. He ran a speed test and said I was at 120 and 22. He then said he would upgrade me to a faster speed at NO ADDITIONAL PRICE. He also said he would fix my Internet Server located in REMOVED, S.C. and make it closer. I then called back about an hour later because my internet was now functioning WORSE (not better). I then spoke with REMOVED. REMOVEDsaid that nothing had changed on my account (so, in other words, REMOVEDhad simply lied to me). REMOVEDthen said he could upgrade my internet speed but my new bill would be DOUBLED. I looked at an offer that said to upgrade would be $50 more, not doubled. REMOVEDsaid, "Where are you seeing that offer?" I replied, "It's right here on the internet." He replied, "That's only for new customers." Whereby I replied, "So older customers get a higher price?" After an unfavorable phone experience with REMOVEDmy internet speed was even worse. The third tech was a female located in the REMOVEDwho couldn't even understand what I was telling her. She thought I wanted to upgrade and couldn't understand about the other techs misstatements. SO FRUSTRATING. Today, very low speeds, even lower.Business Response
Date: 11/28/2025
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.
REMOVEDBCX8" style="-webkit-user-drag: none; -webkit-tap-highlight-color: transparent; margin: 0px; padding: 0px; user-select: text; white-space: pre !important;">
We appreciate the opportunity that the BBB has given to us to assist our customer.?
REMOVEDBCX8" style="-webkit-user-drag: none; -webkit-tap-highlight-color: transparent; margin: 0px; padding: 0px; user-select: text; white-space: pre !important;">
REMOVED.
Executive Resolutions
Cox Communications, East RegionInitial Complaint
Date:11/25/2025
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.
In the last week of October 2025, I decided to transfer my cellphone to my wifes family plan. I went to a REMOVEDstore and told them I wanted to transfer my number. I was told I had # lock and needed to upload my ID online and disable it. And they could not help. I took a picture of my license and received an error message. I told me I hadnt finished the process but wouldnt allow me to move on. I called REMOVEDand was told they couldnt help me, it was a store issue. I went back to the store and they said to call because they couldnt help. Needless to say, I have been to the store 3 times and I have called 4. They even called the service department from the store and nothing happened. The associate said that customer service discuss it with the manager, who wasnt in the store. He was in a break that was over an hour. While there, two other customers came in with this same issue. I have been told twice that my issue will be escalated to the phone department and would call within 72 hours from an unusual number. I have NEVER received a follow up call from anyone. Its been a month a still no answers. And if you read online, it says that to go into a store for further assistance with this exact matter. I believe this is a scam to stop me from transferring line. Ive had this number for 20 years and would like to keep my number. This needs to be handled immediately and I will be looking to see what further action can be taken.Business Response
Date: 11/25/2025
REMOVEDhas spoken with this customer and REMOVEDis actively working with the customer to resolve the issue. We apologize for any inconvenience. Thank you.Initial Complaint
Date:11/25/2025
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 set up for phone service and internet in September. I received a free year service. Now they charge me for my phone stating the agent set me up wrong. They lied to me about my promotion and charged me without notifying me about anything. This is not right or what I signed up with.Business Response
Date: 11/28/2025
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 Resolutions
Cox Communications, REMOVEDCustomer Answer
Date: 12/10/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me. REMOVEDwas very helpful and help resolve my issue. Thank you.
Regards,
REMOVEDInitial Complaint
Date:11/24/2025
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.
My small business received a bill from REMOVEDfor damages to a cable line. I'm disputing the damages due to the fact that I put in an 811 call as required but REMOVEDfailed to mark the line. I've explained this to REMOVEDbut received the invoice for collections anyway. I have left several messages and have been unsuccessful to reach anyone for this matter. They are unresponsive, aggressive, and the person I spoke to in the beginning was rude and condescending. This is a REMOVEDbulling the small guy situation. The Executive Director of REMOVEDCall (811) has investigated this is aggress that I'm not at all responsible for this.Business Response
Date: 12/02/2025
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: 12/02/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
Regards,
REMOVEDInitial Complaint
Date:11/24/2025
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.
We experienced billing issues with REMOVEDfor two months. The REMOVEDstates adjustments would be processed by did not so we had to continually call. Then REMOVEDdisconnected the internet. I paid the bill while REMOVEDapplied the adjustment. The REMOVEDstated the next bill would be approximately $78.17. Today, the bill was $95.16. We need someone to resolve this new billing issue immediately. Thanks.Business Response
Date: 11/25/2025
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.
REMOVED.
Executive Resolution Specialist
Cox Communications, REMOVEDCustomer Answer
Date: 11/28/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.Thanks for the assistance.
REMOVED
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