Complaints
This profile includes complaints for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 142 total complaints in the last 3 years.
- 40 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:05/10/2024
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 am supposed to have fast and reliable internet through cox but over the years I've gotten the opposite and regardless of circumstance they blame us or suggest we get a new router, regardless of how new ours is, even when it's their equipment or contractors at fault. They often will charge customers to fix their own equipment that is nowhere near their house, and the work they do to fix their service is shoddy at best. Today my internet dropped for 3 hours straight while I was livestreaming on twitch. You would think a "fast and reliable"internet service could handle that as it does normally... but Cox cuts corners and the outages have become incredibly frequent lately with no end in sight. Before it would happen once a day but now I can hardly get anything done. You can't get anywhere when dealing with their customer service either because it escalates internally and most of the technicians they send solve the problem, they instead will point you to a non existing cause such as, and yes I've been told this before, "The internet connection drops happened because you were using it". I was not streaming at that age either. Regardless I'm incredibly angry that I can't even get the basic reliability that I was promised, and as my internet has died for an extended time 4 out of the last 5 days before we account for occasional drops, which are NOT RELIABLE, and happen every day for the past 10 years. I've looked and internet service is not supposed to be this way. Please, I implore you to help resolve this or at least put a magnifying lense over a company that lies and cuts corners across the board.
Business Response
Date: 05/13/2024
We appreciate the opportunity to assist our valued customer. We
have contacted our customer and addressed his concern. We sincerely
apologize to our customer for any inconvenience. Thank you!Customer Answer
Date: 05/15/2024
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 and that an ongoing effort is being made to improve service in the area now.
Sincerely,
***** ********Initial Complaint
Date:05/07/2024
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 Saturday, May 4, Cox Cable came out to my residence to replace wiring in a box and left the wiring exposed under my driveway and up the street passed by house. Please note, I don't even have Cox Cable and the box is on my property. The neighbors behind me have Cox Cable. This is certainly not only an eye sore, but I think it may be dangerous.Business Response
Date: 05/09/2024
Dear
Better Business Bureau:
Cox
Communications (“Cox”) is responding to the complaint filed with your office on
May 7, 2024, and assigned ID#********
We would like to thank the Better Business Bureau for the
opportunity to assist a member of the community. We apologize for any
inconvenience she may have experienced. It is certainly not our intention to
cause any frustration.Upon receiving the complaint, we reached out to our field
and construction teams, and we have been advised they will be working to bury
the drop line. Unfortunately, currently we do not have an estimated completion
date. A member of our escalations team has reached out to the complainant and
provided contact information should she have any additional questions or concerns.
It is always our goal
to provide our customers with exemplary customer service as well as being a
good community partner. As a customer service-oriented company, we know that
our success largely depends on our customers' and the community’s perception of
our employees, as well as our company. Once again, we would like to apologize
for the frustration that our community member has experienced.
We appreciate the opportunity that the Better Business
Bureau has given to us to assist this member of the community.
Respectfully,
Cox Communications East Executive Resolutions teamInitial Complaint
Date:04/22/2024
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.
Cox communication is my internet service provider. I have just received another notification of a service outage. Since March 1st, Cox has had service issues in my area on the following dates:
Friday March 1st, Tuesday March 12th, Tuesday April 2nd, Friday April 19th, Saturday April 20th, Sunday April 21st, Monday April 22nd.
As someone who works from home, it is imperative that my internet be reliable, but Cox service is now experiencing regular outages. Today marks the 4th consecutive day where the service I am paying for is not available.
I would like to lodge a compliant to ensure that this issue is escalated to the appropriate level of management within Cox. Given the lack of competition for high speed internet service in my area, I don't really have a viable alternative at the moment, which is extremely frustrating because having an unreliable service provider is unacceptable and I don't feel like I'm in a position to "vote with my wallet" and switch to a different provider. I just need Cox to reliably provide the service for which I'm paying almost $100 per month.Business Response
Date: 04/26/2024
We appreciate the opportunity to assist our valued customer. We have contacted our customer and addressed his concern. We sincerely apologize to our customer for any inconvenience. Thank you!Customer Answer
Date: 04/26/2024
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,
Mark VandermeulenInitial Complaint
Date:04/04/2024
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 had called to cox cable because my modem stop working they told me I would not have a mndeposit if i took it to the store to get a new one so I did but i was still charged a deposit. I called today and asked to talk to a manager they said someone will call me back and never did...I want the deposit credited back i will not pay that i have been a customer for 6 years and its not my fault i had to get a new modem.Business Response
Date: 04/10/2024
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. We were able to review the account and a credit was applied back to the account to cover the deposit charge.
Thank you for your time and consideration.
******** **
Executive Resolution Specialist
Cox Communications, Central RegionInitial Complaint
Date:03/28/2024
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.
Cox would not cancel my account. I've been with them in great standing for over 10 years. Called today to cancel. First call I got no where where agent. After verifying all my information, pin and ******* he would not cancel unless I gave him a reason I wanted to cancel. I finally gave up and called back. Different agent same thing. He kept trying to explain to me about other plans, data caps and throttleing. I told him at least 20 times I dont' want to hear that and I jsust want to cancel service. He then said I'll put you on hold and we can let this take as long as it need to to get an answer on why I want to cancel. As I was making this request and while on hold, I drove to local COX store. While in store on speaker phone others could hear agent keep telling me I (customer) dont' understand that maybe I should listen to him and againg that he has all day and I have to listen to his offerings and give a reason why I want to cancel. Finally a store employee from COX came over an asked to use my phone. He told the agent on the phone that I just want to canecl my service. Why do I have to drive to a store and in person cancel my serviice? I did not have any COX equipment to return.Business Response
Date: 04/03/2024
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. The feedback of the rep was submitted to their leader for coaching and development purposes.
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:03/12/2024
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 moved out of my old apartment and into my new apartment. When I called cox to transfer I was not informed I would need to return my modem and was under the impression it would be used for the next tenant. This was furthered by the fact that there was an existing modem in my new apartment. The new modem however did not work and so we were charged an extra $100 to have them come fix something that was their fault. Now I am being charged an extra $250 for not returning the old equipment that I no longer have access to. I also have no way of retrieving that old equipment as I no longer live there. At this point I don't even care about the first $100. I want this $250 charge removed. I chatted with an agent who originally said I would not be charged, and then told me I actually would be. This agent then went around in circles telling me I would not be charged if I returned the equipment even though I informed them I do not have access to it. I requested a supervisor and the chat then went radio silent for over 20 minutes before I finally gave up and ended it. Im honestly ready to cancel my account and blast cox on tiktok (which has proven very effective in damaging a company. See ****** *** *********) I need someone to contact me and for these charges to be waved due to poor communication by Cox, and its agents.Business Response
Date: 03/14/2024
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:03/11/2024
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 transferred to their Cox mobile service. Because they promised that I had. I would get free service to the affordable connectivity program. I had you paid for a new phone which was $110 and I had to pay a bill that was included in my bankruptcy of a $100 period only after having your service for a month. And they had to pay for service several times now even though it was supposed to be free And they say we do not offer free mobile service through ACP. They've turned my phone off twice now. Period this I was promised 10 times when signing up to this was a free service.They are liars and they use decept your practices.I need to be stoppedCustomer Answer
Date: 03/11/2024
The only reason why I switch my mobile service was because cats promise me that it would be free unlimited through the affordable connectivity program. Period but I had to buy a new phone which was $110 approximately and I had to pay an old bill. They said I had even note was included in my bankruptcy. They made me pay 100 on that period after a month. They started sending Bills and turned off my phone since they do not have free service to the affordable connectivity program. I've paid them several times now.Just to have my phone turned on and had to argue with them every single month period I was promised 10 times that this was freezed through acp.They use deceptive practices and they lie constantlyBusiness Response
Date: 03/12/2024
Cox made attempts to reach ****** ********* in receipt of her complaint; however, we
did not have the opportunity to speak with them. Cox Communicaitons participates in the current federal ACP program in relation to Home Internet service. A further review shows not records of error regarding billing or services on Ms. *********'s account. Should Ms. ********* wish to discuss this matter further, they can
reach a Cox representative by calling ###-###-####.
Cox CommunicationsInitial Complaint
Date:03/11/2024
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 recently made a change to my service. The change made no mention of equipment or dvr service, but my dvrv service was turned off. When I contacted, I was told my service is not compatible with what I had, but I was not told that prior to ordering. The agent then completely ignored me. I do not need or use the homelife service, but I used my dvr daily and had a huge list I have amassed over a long period of time. This is misleading and I feel tricked and cheated.Business Response
Date: 03/13/2024
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, West RegionCustomer Answer
Date: 03/13/2024
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:02/01/2024
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 chatted online with an agent in December about if my January bill would increase. I was told by the agent that charges of $227.84 would continue for another year. I received my bill this month and it has increased approximately $50. I chatted online again with this time someone in loyalty who told me I did not have a current promotion and she could only provide a promotion that would in turn increase my bill $30 from December's. She continued to try to sell me different packages that ultimately increased my monthly price even more. We have been a long time Cox customer but when we are given inaccurate information about our pricing and then loyalty cannot do anything about it (or won't), it leaves us with needing to search elsewhere for service.Business Response
Date: 02/06/2024
Dear BBB,
Cox Communications is responding to the complaint received from your office on February
1, 2024, with the assigned BBB complaint ID of ********.
A Sr. Customer Care Specialist contacted our customer on February 2, 2024, in
response to this complaint. The Specialist confirmed that our customer was
provided incorrect information by a Cox representative concerning her
promotional monthly rate. Cox apologizes for the error that occurred and will
use this opportunity for coaching our agents.
As a goodwill gesture, Cox will honor the promotional monthly rate she was
quoted. The Executive Escalations Team member made the necessary adjustments to
her monthly rate and applied a credit for the difference of her last billing
statement. Our customer indicated that she was satisfied with our resolution.
We provided our customer with our direct contact information should she have
additional questions or concerns regarding this matter.
Sincerely,
The Sr. Customer Care TeamCustomer Answer
Date: 02/06/2024
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:01/22/2024
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.
It seems to me the ACP pays the month in advance. They paid my month of Nov. I cancelled my service on 11-29-23. Paid the remainder of my bill in Dec for 22.72. Then I receive a bill for $30 the next month. I call and first CSR could not explain. Second call they told me I had to pay the ACP refund for the month of Nov. I had service in Nov. I can find no proof they only pay for partial months due to cancellations. I reapplied with my new provider in Dec of 2023. I researched and saw they are doing this to other people are it is THEIR responsibility to file an ACP reimbursement claim. They actually recieved the money so I don't see how that is possible anyway. I filed a complaint with the FCC like others have to resolve their issue. I just received a an email saying it is due immediately from Cox. They are like a dog with a bone. No support only constant texts and email abuse. And what is the most offensive to me is the fact they ROB me of my time. Time first trying to get customer retention to no avail. Then they FORCED me to listen to customer restention sales pitch when I returned modem even though I DECLINED. I had already tried and switched. So they robbed me of another 30 mins of my life FORCING me to listen to a sales pitch I did not want. I only wanted to return the modem. Time is money. I feel they OWE me. Of course they won't pay. Just keep taking from me and the ACP.Business Response
Date: 01/23/2024
Cox Communications (Cox) received your complaint filed
through the Better Business Bureau. Let us begin by thanking you for allowing
us the opportunity to serve you. We thank you for bringing your concerns to our
attention. Doing so will enable us to improve the quality of the service
we provide to our customers.Our records indicate on January 22, 2024, our Executive Escalations team contacted our customer to discuss the ACP chargeback. We immediately applied an adjustment for $30 on the account for the chargeback because it was not explained about the chargeback if the services were cancelled in the middle of the billing cycle.
We advised you that the ACP benefit of $30.00 was credited to your account on November 18, 2023, and you disconnected your internet service on November 30, 2023. As of today, January 23, 2023, we shared a notification that the services have been credited and it takes 24-48 hours for your account to reflect the updated amount. There is currently a zero balance.
When you are approved to receive the ACP benefit, you receive a discount for each month of internet service. If any customer should disconnect their service before the end of the billing period, the account was no longer eligible to receive the benefit for the final billing period, and the discount that had been previously applied to your account was reversed.
If you have any
questions regarding your billing, please call our Customer Service department at **************Customer Answer
Date: 01/25/2024
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,
***** ******
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