Complaints
This profile includes complaints for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 137 total complaints in the last 3 years.
- 41 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:08/01/2025
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.
I am filing this complaint due to Cox Communications’ refusal to honor a state-certified homeschool exemption and their continued denial of eligibility for the Connect2Compete program, in violation of both state education law and federal religious protections.
As a parent representative of a child being homeschooled under Nebraska Revised Statute § 79-1601(3)(i), I submitted the official exemption letter from the Nebraska Department of Education, confirming our lawful exemption from school approval, accreditation, and curriculum requirements due to sincerely held religious beliefs. This exemption is fully compliant with Nebraska law and fulfills compulsory education requirements.
Despite this, Cox has refused to accept the documentation, insisting instead on materials (such as “curriculum proof”) that are not required by law for religiously exempt homeschoolers. This policy amounts to religious discrimination, excluding faith-based homeschoolers from a federally subsidized internet assistance program.
Business Response
Date: 08/08/2025
Thank you for reaching out and sharing your concerns. We understand and respect the importance of educational choice, including homeschooling under religious exemption, and we appreciate the opportunity to clarify our position.
While we fully support families who homeschool, eligibility for the Connect2Compete program requires specific documentation to verify educational status in accordance with current program guidelines. As communicated to you via email on July 31 and again on August 5, the documentation provided was not sufficient to meet these requirements.Specifically:
The submitted homeschool documentation was missing the student’s grade level.
We still require both government-issued identification and K–12 documentation.
The school document submitted was not acceptable proof of homeschooling under the current program criteria.
These requirements are in place to ensure consistent and fair application of the program to all participants. We regret any frustration this may have caused and encourage you to resubmit the necessary documents using the link provided in our previous communications.
We remain committed to helping eligible families access affordable internet and are happy to assist you further in completing your application.Please don’t hesitate to reach out if you have any questions or need support with the documentation process.
Customer Answer
Date: 08/08/2025
Complaint: ********
I am rejecting this response because:
Cox’s response demonstrates a failure to accommodate religious exemptions under state law, and its continued refusal to accept official documentation from the Nebraska Department of Education constitutes a textbook case of religious discrimination.To clarify:
My child is legally enrolled in an exempt homeschool under Nebraska Revised Statute § *************. The official letter from the Nebraska Commissioner of Education confirms that the family is exempt from all accreditation, approval, and curriculum requirements, including grade-level disclosure, due to sincerely held religious beliefs.
Requiring grade level or curriculum from families that have been formally exempted on religious grounds is not only unlawful under Nebraska statute, it places an unequal burden on religious households, violating civil rights protections under Title II of the Civil Rights Act and 42 ****** * ******
The program’s refusal to accept state-issued exemption letters, while simultaneously demanding proof that is not required or applicable under the law, creates a systemic barrier to program access based solely on religious practice. That is the very definition of discrimination.
Their reference to “current program criteria” does not supersede state law or the federal right to equal access without religious discrimination. Private corporate policy does not override legally protected exemptions.
Requested Resolution (Updated):Accept the Nebraska Department of Education’s exemption letter as full legal proof of K–12 enrollment per state law and Connect2Compete’s own requirement for “proof of school enrollment.”
Issue an updated program determination acknowledging the sufficiency of lawful exemption documentation.
Provide written confirmation that families exercising valid religious exemption will not be denied access to federally subsidized services due to lack of curriculum or grade level, both of which they are legally exempt from submitting.
Update internal Connect2Compete training materials and practices to avoid future discriminatory denials of religiously exempt families.
Next Steps If Not Resolved:
If Cox fails to resolve this issue in line with state and federal law, I will be filing a formal civil rights complaint with the U.S. Department of Education Office for Civil Rights, the FCC, and the Nebraska Attorney General’s Office for religious discrimination in access to a public benefit.
Sincerely,
******* *********Business Response
Date: 08/08/2025
Our position in this matter has not changed. If the correct documentation is submitted, this issue can be resolved promptly.
While we fully support families who choose to homeschool, eligibility for the Connect2Compete program is determined by strict documentation requirements established under current government-approved guidelines. As previously communicated on July 31 and again on August 5, the documentation submitted does not meet these requirements.To clarify:
The homeschool documentation provided did not include the student’s grade level.
We still require both a government-issued ID and valid K–12 documentation.
The school document submitted does not qualify as acceptable proof of homeschooling under the program’s current criteria.
These requirements are non-negotiable and apply uniformly to all applicants to ensure fairness and compliance. Escalating the matter does not change the documentation standards set forth by the program.
We understand this may be frustrating, and we remain committed to assisting eligible families in accessing affordable internet. We encourage you to resubmit the appropriate documents using the link provided in our earlier communications.
If you have any questions or need help with the documentation process, please don’t hesitate to reach out.Customer Answer
Date: 08/08/2025
Complaint: ********
I am rejecting this response because:
Cox’s continued denial is based on internal policy that is in direct conflict with Nebraska law and violates federal civil rights protections.
To be clear:
The Nebraska Department of Education has issued a formal letter confirming that our child is lawfully homeschooled under religious exemption, per Neb. Rev. This means the child is exempt from all accreditation, curriculum, and grade disclosure requirements by law.
Cox’s refusal to accept that letter as sufficient proof, and its insistence on “grade level” or “curriculum” documentation that we are legally exempt from providing, constitutes discrimination on the basis of religion under:
While Cox claims its standards are “uniform,” applying uniform standards that exclude legally protected religious exemptions is unlawful. Religious exemption families cannot be treated the same as public school families if the law exempts them from certain requirements.
This matter is now being referred to:
The U.S. Department of Education, Office for Civil Rights (OCR)
The Federal Communications Commission (FCC)
The Nebraska Attorney General’s Office
Public interest law organizations concerned with discrimination in access to public programs.
I have fulfilled every legal obligation under state law. Cox’s “non-negotiable” policies are noncompliant with both federal and state law, and I intend to pursue formal action to correct this discriminatory barrier.
Sincerely,
******* *********Initial Complaint
Date:07/25/2025
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.
7--25-25: For the 2nd time in a week Cox internet has gone down again in my neighborhood. 3 days ago it was out for 8 hous! We've lost the internet connection numerous times, at least once a month for YEARS. I've had service techs out to my home 3-4 times and they fix nothing. Cox is horrible with internet service. I need the internet for my work and Cox has caused nothing but problems. THEY CAN'T FIGURE OUT HOW TO FIX THE PROBLEM.
As soon as ****** ***** reaches my neighborhood I'm dropping Cox. Their service is is horrible!!Business Response
Date: 07/30/2025
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 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.Initial Complaint
Date:07/21/2025
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.
They use false advertising on their website when I called and asking for that rate advertised on their website, I was told that rate did not exist. Cox is the only Wi-Fi company that services WI-FI in Omaha Nebraska, regardless of the mistrust I already had for Cox I had to sign up with them for WI-Fi. I was told I would not be charged for the installation. I was charged for installation. Then I was told the installation fee would be credited to my account. It was not credited to my account. When the money was taken out of my checking account I called and explain to Cox that I was not supposed to be charged for installation. They informed me on July 12 that the money would be put back into my checking account within 3 to 5 days. Today is July 21. The money is still not in my checking account today when I called Cox to ask why the money had not been credited back to my checking account. They were unbelievably rude the customer service person was speaking over me, I was trying to explain that on July 12 when I called Cox and I spoke to billing. I was promised the money would be put back in my checking account, the person I spoke to right now continued to talk over me stating that Cox never returns the money to the customer. I have two $10 charges for insufficient funds because Cox took money that they should not have taken out of a checking account, I’ve only had Cox service for a month. i cannot have access to my Cox account because when i open the ap i get an error, called Cox for tech help was advised by a law student that i did not have to read the terms and conditions to sign at the bottom of the ap that i agree with them because per law student they do not state anything that would cause me harm, advised to go ahead and agree with documents that i cannot read. i cannot view my account. cannot speak to customer service, they are unbailable rude, do not allow me to explain, they speak over me, the same way the tech law student did.Business Response
Date: 07/24/2025
I have made numerous attempts to contact the customer. However, I was unable to reach her. Should she wish to speak with me, she can reach me at the phone number provided via voice mail.
Thank you.Initial Complaint
Date:07/10/2025
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.
We recently disconnected service with Cox due to service issues and pricing and switched to a new provider. Cox is now attempting to bill us a $180 fee for canceling service. We did not agree to and were not aware of any contract or penalty for canceling service we have had for 7+ years.Business Response
Date: 07/22/2025
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, 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 RegionCustomer Answer
Date: 07/22/2025
We have returned the call to the number provided and reached a voicemail where we left a messageBusiness Response
Date: 07/23/2025
we have attempted to contact the customer twice , left several messages and sent a follow up email as of yesterday we finally received a response and will arrange for a return call thanksInitial Complaint
Date:07/09/2025
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.
I am so glad I finally moved to an area where I could get Fiber and was able to cancel Cox. In the last six months I have had full service outages for no reason at least every 60 days. It's always an apology and a $5 credit, but never a resolution. Outside of the 12 month window, I have always had terrible consistency with Cox.
One of my biggest complaints is that on 10/6/2024, my unlimited internet was removed from my account by "persons unknown". It was not me and Cox claims it wasn't them but also said no one had hacked my account. They then attempted to up charge me by $35 to get the services they (or someone they can't identify) removed. I had to speak to a manager to get it resolved.
On June 30 2025, I attempted to complete a move with my new services as I had done countless times before. My account was closed with no warning, the scenario was snot explained, and the very rude agent refused to let me speak with a supervisor.
Cox has been nothing but terrible but they had a monopoly on internet in Omaha for years. I'm so glad I was finally able to leave this company and its deceitful practices.
Always check your bill. They will change your services and attempt to charge you to fix it.Business Response
Date: 07/16/2025
We would like to extend our sincere thanks to the Better Business Bureau for the opportunity to assist a valued customer.
First and foremost, please accept our apologies for any inconvenience the customer may have experienced. It is never our intention to cause frustration, and we take such matters seriously.
We have reached out directly to the customer regarding their concerns. During our conversation, the customer confirmed that the issues outlined in the complaint have been resolved. However, they also wished to share additional feedback. We assured them that we value all feedback and view it as an opportunity to improve the customer experience.
We expressed our appreciation for their input, confirmed that all past issues had been successfully addressed, and that no further action is required at this time.
Thank you for your time and consideration.Initial Complaint
Date:07/06/2025
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.
I haven’t paid yet. The issue is that they refuse to fix their website that schedules service calls. So now instead of getting internet on 7/7/25 now I have to wait until the 14th because they know about the issue and refuse to fix it. They also didn’t do anything to make up for the known issue with the websiteBusiness Response
Date: 07/07/2025
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: 07/09/2025
Complaint: ********
I am rejecting this response because:
They messed up again by calling me and placing me on hold after I picked up. At this point I feel like I’m being harassed by this company for filing a complaint
Sincerely,
******* ******Business Response
Date: 07/21/2025
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:07/01/2025
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.
I pay $140 a month for reliable and fast internet. Over the last week the internet goes out daily multiple times. Every time I report the issue and get the same response that a technician is looking at it. I have messaged with customer service to get answers and to see if I can get a resolution. They just run it in circles ans say they will escalate it which in their words just make it so the technicians can update you on when the outage will be resolved. The outages continue to happen and they refuse to give any answers as to why or allow you to speak to management. It seems to be a common issue that other customers are also experiencing.Business Response
Date: 07/03/2025
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 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 RegionInitial Complaint
Date:06/09/2025
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 January I moved from my old house at *** * **** ****** in Omaha, NE to my new address. At the time I called Cox to have the internet service stopped and they said it would be done. Since then I have been getting calls from Cox saying it was not stopped and they kept charging me. If they looked at the service they would see it was not used since then which would make it obvious it should have been cancelled. The last Cox bill I paid was around 1/8/2025, around the time I called to cancel the service. I have reached out to **** ****** so I can pinpoint the day/time I called Cox to cancel the bill. They said it could take up to 35 days. The service should be stopped and the outstanding amount should be zeroed out.Business Response
Date: 06/10/2025
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:05/27/2025
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 May 27, 2025, I tried to complete steps to get my service activated. After sending in leases and other verifying document. I called cox and the first person told me that I had a balance on account for different address and I had to pay it first. I spoke to collection and we settled the account. After many calls and many times being hung up and 4 hours later, I talk to collections and she stated I had other bills and they needed to be paid first. I said I understand what she is saying however yall never mention those other bills and I don’t have the money for one let alone 4. And if I did I would not paid the 1 because I don’t have that type of money. I requested if I can get my money back because of the poor communication and for the fact they never stated anything about other accounts till after I paid one. She said no your just down one bill and the rest need to be paid. This is not fair and I believe they did this so I can pay a bill. And I do not have service. So now I’m struggling with no service as well. Thanks cox and I will never use your service and I will make sure to help others for the problemsBusiness Response
Date: 06/02/2025
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 reached out to our customer to
address their concerns; however, we were unable to provide an agreed upon
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 and deeply sorry we were
unable to successfully resolve.
We appreciate the opportunity that the BBB has
given to us to assist our customer
******** **
Executive Resolution Specialist
Cox Communications, Central RegionInitial Complaint
Date:05/23/2025
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.
I canceled service on 5/13/25. They said they canceled my service and gave me confirmation number 105654. Then they tried to get me to buy cox phone service after canceling my internet. I said no and they said to return my equipment in the next month. I returned my equipment and the guy at the store said my internet wasn't actually canceled. Now the are trying to bill me for prorated services for an extra 10 days.Business Response
Date: 06/30/2025
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 Resolution Specialist
Cox Communications, Central Region
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