Complaints
This profile includes complaints for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 144 total complaints in the last 3 years.
- 48 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:08/27/2022
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 got a bill for ****** even tho I have been told I have a credit of over ****** have even had Sr. Tech' here. Nothing they do is working and one hand does not know what the other is doing. Called the Office is the ****** they say I do owe that **** but Sr. Tech Darla ****** told me of the said ***+ Credit as it still is not working properly. Tired of having to have them come to fix things over and over! I supposely have complete care so no services charges to be applied but still receiving bills. Really tired of their stuff does not work... Really need someone to help me get to the bottom of this! I have had so many service tech's here over the last year. I just want to go back to *********** and ************ such Cox's equipment doesn't work.. Really wish they all would tell me the same things as one hand does not know what the other is doing with that Company !!! I have asked for hard wire things and still nothing. Really need someone to help me get this stopped! As they are not handling this situation properly at all! Can't see getting a credit for not having service and then they bill me ****** for services that DOES NOT WORK. Hopefully someone from the BBB can help me get this figured out..
Business Response
Date: 09/30/2022
Business Response /* (1000, 8, 2022/09/13) */
We want to thank Sandy ******* for taking the time to file her concern. However, we have expressed we are delivering the best services and support we can. She has elected to opt for an alternate service provider. Should she wish to discuss this matter further or complete the disconnect, she can reach a Cox representative by calling **************.
Consumer Response /* (3000, 10, 2022/09/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again they brush you off and act as if you are no one and they collect people's money and provide no good service or refund this is garbage. I will never refer anyone to Cox for service ! I feel they owe me money ! At least 2 months of the billing back !Initial Complaint
Date:08/16/2022
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.
Service outages have occurred during July and August. Further:
"Basically Cox has no idea what's causing the issues in *******. They do know that it's impacting almost everything on ********** from ***** to *****. They've replaced a bunch of equipment, done a bunch of repairs, and stuff still doesn't work.
THE ONLY WAY TO FORCE COX TO FIGURE THIS OUT IS TO CALL/CHAT WITH THEM AND DEMAND A STATEMENT CREDIT ****EVERY SINGLE TIME**** YOUR INTERNET GOES OUT!!"Business Response
Date: 09/19/2022
Business Response /* (1000, 5, 2022/08/22) */
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 August 16, 2022. We reviewed his service outage concerns and compensation applied for his intermittent service. We believe his 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
Consumer Response /* (3000, 7, 2022/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A provisional No at this point. Last service interruption occurred 8=15-22, so in my opinion it is too early to tell if a permanent solution has resolved the issue. The Executive Escalations Specialist has been quite responsive and helpful with follow up calls to see if any further interruptions have occurred.Initial Complaint
Date:08/12/2022
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.
Since signing up for Cox Cable, last August, I have had a year of nightmares. My services does not work most of the time. It is all set up for WI-FI even tho' I have asked several times thru the last months to have it hard wired, they will not do it. I have had to call daily and or at least 4 times a week since service began. Nothing is getting fixed or corrected. I have had several Tech's here and still nothing has been fixed right. I have even had to call the Corp Office. I can not get good TV reception, for most parts NO signal for wi-fi and the phone usually has no dial tone. After calling today to *** And ************ still nothing fixed on to another Tech visit scheduled.. Getting very tired of their equipment not working and having to deal with Tech's in and out of my home. They haven't even offered a credit or attempt to fix their equipment to work. If you contact them for records they have it all. Plus I have a spiral notebook almost full of documentation over all the different calls and service people and still not working right! They don't even try to correct this just sends a Tech they tell me a line of garbage and off they go. Had to talk with several people from their Corp Office today to get another Sr. Exec. Tech to come back out, not counting they are going to change me ****** dollars for a WI-FI Extender and that they haven't found out what is truly wrong here. Would really like to talk with someone about this. Going to call 7 can help and 6 on your side over this issue as it is not getting me anywhere when I am trying. If I have to I will seek legal council and push to have this go to court. Do not know what else to do. I feel they are taking advantage of me and my money. NOT GOOD !Business Response
Date: 09/19/2022
Business Response /* (1000, 5, 2022/08/16) */
We want to thank Sandra ******* for taking the time to file her concern. In receipt of this complaint, Cox spoke with Sandra ******* and we believe she is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Thank you.
Consumer Response /* (3000, 7, 2022/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already had a few issues since they left my home. I am still losing the internet and see a globe not bars for my service. Yes, they came to my home and did repair work. I am still trying to check to make sure their equipment is working but I don't sit on the laptop all day. Last evening (8-16) I got the no internet at least 3 times but it did load after a while. Also the person that came here (Field Tech) at times made me feel belittled and would act as if that said person was all high and nighty. Being belittling is not a good thing when they want to keep you as a customer. As well as the person that called after that is very unprofessional and was not fully aware of all that has happened. Just hoping it works or I am going back to ************ and ************. It should not have taken me calling a Attorney or filing with the BBB to get any help as it is after all their equipment and service ....
Business Response /* (4000, 9, 2022/08/24) */
We want to thank Sandra ******* for taking the time to file her concern. In receipt of this complaint, Cox spoke with Sandra ******* and had a technician supervisor at her home on August 15,2022. We have ensured that her services are working to the best that we can provide. We sincerely apologize for any inconvenience caused. Thank you.
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