Complaints
This profile includes complaints for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 140 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:05/02/2025
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 was trying to cancel my cox business services. I was informed I had a contract that was automatically renewed. Before getting new services I had checked to make sure that I was not in contract, which it said I was not on my account. I attached a picture and of what my account said. The lady I spoke with Katie Jasperson, was very rude and said I would need to pay 370$. This is ridiculous, I was not in a contract and my service barely worked.
Business Response
Date: 05/05/2025
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:04/27/2025
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.
After beginning to have connectivity issues in Feb and multiple calls and technician visits to resolve. We continue to experience internet being discontinued and horrid lip service and customer service. Tonight I asked to speak with a manager and ***** was anything but helpful. Used logic as an excuse but logic tells me we should not have to have multiple calls or technician visits for the same issue. We have been a loyal
Customer of theirs for 20+ years but were told we need to be available to their schedule vs ours. This has been such a disappointing experience!!!!!! We even agreed to the uogade of equipment and services and the problems multiplied rather than getting better.Business Response
Date: 05/08/2025
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:03/28/2025
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 CALLED TO CANCEL MY SERVICES WITH COX BUSINESS BECAUSE WE HAVE BEEN EXPERIENCING MANY OUTAGES OVER THE LAST SEVERAL YEARS. I CANNOT CONDUCT ANY BUSINESS WHILE MY SERVICES ARE DOWN AND CANNOT IMAGINE HOW MUCH MONEY IT HAS COSTED OUR BUSINESS. OUR PHONES AND INTERNET GO DOWN AT THE SAME TIME AND I CANNOT ORDER ANY PARTS, CONTACT ANY CUSTOMERS, CANNOT PROCESS CREDIT CARD PAYMENTS, OR LOOK UP ANY INFORMATION TO REPAIR VEHICLES WHILE THE OUTAGE OCCURS. I WAS INFORMED THAT THERE IS AN AUTO RENEWAL ON OUR CONTRACT THAT WAS SIGNED 5 YEARS AGO AND THAT I WOULD HAVE TO PAY OVER $1500 TO CANCEL OUR SERVICE. I HAVE A NEW COMPANY LINED UP TO PROVIDE SERVICES, BUT I WOULD LIKE TO CANCEL THE EXISTING SERVICE BEFORE HAVING THE NEW SERVICE ACTIVATED. I DONT THINK THAT IT IS ETHICAL OR DECENT TO HAVE AN AUTO RENEWAL WITH NO WAY OUT EVEN WITH POOR SERVICE. PLEASE HELPBusiness Response
Date: 04/04/2025
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, Northeast RegionCustomer Answer
Date: 04/07/2025
Complaint: ********
I am rejecting this response because: I have recieved verbal confirmation that they will let me out of the contract, but I have not recieved any written correspondance to have proof of this. I tried to email the representative back to let him know that I want written proof, but the email keeps coming back undeliverable- I am replying to the email that he sent me and there is no other email address in the email that he sent me. I can try calling him, but didn't want to forget to respond to this complaint.
Sincerely,
**** *********Business Response
Date: 04/08/2025
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 called *** ***** to advise that we are disconnecting his account effective April 30, 2025, and will waive any early termination fee. Account will remain open until the end of April.
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, Northeast RegionCustomer Answer
Date: 04/08/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** *********Initial Complaint
Date:03/14/2025
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 have Cox communications for many years and then Verizon came to my door and offered me a deal I can't resist. $50 a month for the next 5 years or more of unlimited internet. I called Cox to cancel and they told me that they could put me on this $10 a month thing and then I could cancel or it would cancel itself. They wanted me to do the $10 a month to try it out before I canceled. I went out of town and got a huge bill after the $10 the month of deal so I thought that included the cancellation fee which I didn't even know I had a cancellation fee with Cox because I don't ever remember signing anything that said I was in a bonding contract which is unfair. Long story short I called and then next lady I spoke with told me that I had somehow signed up where some vacation hold. That was not how it was explained to me. I also was unaware that the large bill I received after the $10 was not the cancellation fee so I didn't do anything and then I got a big bill again. So the lady said she was going to issue me a credit for the $80 and she would escalate the matter to see if they could credit this $120 cancellation fee. She promised me that I would receive an email or a phone call. I never did. So I called back again today and talked to a girl who told me I had a zero balance. I told her I wanted something in writing saying I had a zero balance and she said she couldn't send me anything. Then a few minutes later she was like oh you do have $120 balance. So again I asked her to escalate the matter since I never heard back on getting that credited and she said she would transfer me. I waited on hold for 2 hours and nobody ever picked up and then I was somehow disconnected. I should be reimbursed $120 plus another 60 just for 2 hours of my time wasted on hold since I make $30 an hour. Please see attached document showing the 2 hour and 11 minute call. I will settle for a credit of $120 to this can just resolved once and for all. Thank you for your time and consideration.Business Response
Date: 03/17/2025
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: 03/23/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Initial Complaint
Date:03/11/2025
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 February 16th, the end of my billing cycle, I was notified by email that I reached 90% of my data usage. On February 17th, I was told I reached 100% of my data usage. My bill for the month contained three $10, 50 gigabyte charges for going over my allowed 1280GB per month allowance. This is not possible as I only reached 100% of my users the day of starting a new billing cycle according to the COX email that I received. That said, others that I share the same service with are receiving much cheaper monthly premiums than I have been paying. Cox communications pricing and usage calculations are not accurate or offered fairly to their customers. When approached with this issue to their customer service department, I was being constantly placed on hold or the call dropped all together not to mention having to sort out the issue with representatives that do not speak comprehensible English.Business Response
Date: 03/12/2025
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:03/10/2025
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.
Almost 2 weeks ago I called Cox to make a payment extension. I was told by the rep I had until March 11, 2025, to pay the past due amount. My services were disconnected on March 7, 2025, for nonpayment. I explained to the rep that I had an extension, and he advised he did not see the extension and I needed to pay the remaining 51.25 for the bill. I had paid money prior but needed time to pay the rest. Luckily, I had 51.25 for another bill to pay the internet. I work from home and need to have the service. I called cox today and spoke with a supervisor name ****** who advised he does not give a last name for safety reasons who made it seem like I did not matter. I explained what happened and at first, he said he did not see that my services was disconnected. He eventually seen the disconnect and said Well the service is active now so what do you want me to do. He was rude as ever. He went on to say the rep did not set up the extension correct. That is my fault how!!! I work from home. That could have cost me my job. I work on the weekends and the department I would need to discuss things with is not open on the weekends. He then said Well, I can offer you 20.00 credit. The service is spotty. It resets itself every day and I explained that as well. This is not cool. I felt as if my money and time did not matter. I did explain to the supervisor that its consumers like me that pay the bills that keep him employed and even if he does not care, we should not ever hear or feel that on the phone... Shame on him. I did chat with someone and make a complaint on the internet. I spoke with ***** *. My bill is 181.00 a month. I had a lower plan. but they said I needed a higher plan and a new modem to run since I work at home. I know that is false because I have been at home for 3 years on the same plan. ***Business Response
Date: 03/11/2025
We appreciate the opportunity to assist our valued customer. We
have contacted our customer and addressed her concern. We greatly appreciate her feedback. We sincerely
apologize to our customer for any inconvenience. Thank you!Initial Complaint
Date:03/08/2025
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 upset. My Neighbor's data cable has been down across my driveway/garage for months now. I gave them weeks to fix it themselves and they chose not to.. I originally thought it was an OPPD cable and they came out to say it was a cox data cable.. I have now been calling Cox for 6+weeks to get it fixed and it's still in my driveway. I have three ticket numbers, ********* *** * **** ****** *** ******* *** **** ***** * ** ***** ** **** ** ** **** ** *** ********* *************** ** ** ** ******* *** ***** ****** *** * ** ** *********** *** *********** *** *********** *** ************ **** ***** ********Business Response
Date: 03/25/2025
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.Initial Complaint
Date:02/21/2025
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.
My company received a collections letter demanding $2,455.88 (which appears to be roughly 3 years worth of internet service from what I can tell), for which none is owed as we don't use their services, nor have we. I have spoken with them several times during their collection calls and explained to them that I do not and have not used their services for my company.
They have been asked to produce documentation, including any contracts they feel they have, but have not been able to produce any documentation to date regarding the amount they are trying to collect. A dispute has been filed with the collection agency, explaining this in more detail. However, it doesn't make sense why I am receiving this in the first place.Business Response
Date: 03/04/2025
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, Northeast RegionInitial Complaint
Date:02/18/2025
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 have now had Cox Wifi since June of 2024. I have called twice now to complain of my wifi consistently shutting down and disconnecting my devices. It does this 5-15 times a day. The first time I called they said if the issue was not due to something I did, or something I could have prevented then I would not be charged the $70 technician visit charge. The technician came out and updated my modem, and they charged me for it. Not only did they charge me for something i did not cause, it also did not solve the issues. The other day, I called yet again because the issue is infuriating. The customer service representative said nothing was wrong and they would continue to monitor my wifi till the end of the day, guess what, it happened multiple times that day and no one called or fixed anything. So at this point i’m paying for the nicer wifi, for it to not work, and also being charged for a tech visit that did not solve my issues. Cox is not doing anything more to fix this issue, and is giving my no options to help my connection.Business Response
Date: 02/24/2025
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 Esmie Williams to address their concerns, via phone call and email on February 19, and 24, 2025 on phone number ending in **** and email listed on complaint. 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.Business Response
Date: 03/03/2025
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 her concerns and have provided a successful resolution. On 02/25/2025, an Executive Escalation Specialist spoke with *** ******** to discuss the issue. She explained that she was charged for a technician visit, despite reporting that the issue was not fully resolved shortly after the visit. After reviewing the notes, the Specialist reversed the charge and issued a $75 credit to her account. Additionally, the Specialist scheduled another technician visit for 02/26/2025 between 10:00 AM and 12:00 PM.
To ensure clarity, a ticket was created to address the issue. The technician's notes from 02/27/2025 indicate that a blown fuse was replaced, and a new cable was spliced in after identifying the problem. The technician verified that the outage was cleared and services were restored. The Specialist attempted to follow up with *** ******** on 02/28/2025 at 9:20 AM (CST) regarding the recent technician visit. Unfortunately, there was no answer, so the Specialist left a detailed voicemail explaining the reason for the call and provided his direct contact number for *** ******** to call back. Additionally, a follow-up email was sent to *** ******** directly. The Executive Escalation Specialist has not heard back from *** ********.
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: 03/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ********Initial Complaint
Date:02/05/2025
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.
During the previous year before my agreement was set to expire I spoke with a representative to not renew my agreement again until I find more information on where I could switch to. I was under the impression we were on month to month since our bill went up and still not technician had bent sent to fix our phone line which has been down for over a year. We called today to cancel our services only to find out we were “auto” renewed again and can’t cancel services until 6 months from now. When I called them out for auto renewing our account again they told me it’s my word against theirs and their contracts are what we will be held to even if it was signed over 8 years ago we are still being held to the same agreement. I want to give a fair warning to those looking for services, Cox is predatory with their customers and up charges double or even triple of what another service can do for you. Before signing on with them please look elsewhere and don’t let this be you, there are better services with better customer care and a more affordable price.Business Response
Date: 02/14/2025
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. Customer has my direct contact information, and we have been communicating while we work on resolving this matter.
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.
Gabe D.
Executive Resolution Specialist
Cox Communications, Northeast Region
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