Complaints

This profile includes complaints for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cox Communications

  16909 Burke St STE 121 Omaha, NE 68118-2268

  
• 

  Cox Communications

  3427 L St Omaha, NE 68107-2577

  
• 

  Cox Communications

  700 S 72nd St Omaha, NE 68114-4614

  
• 

  Cox Communications

  3808 Metro Drive Ste 100 Council Bluffs, IA 51501

  
• 

  Cox Communications

  11505 W. Dodge Road Omaha, NE 68154

  

The 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:07/17/2023

  Type:Service or Repair Issues
  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.

  Why is it that I am paying for a service from Cox Communications that doesn't work? I have internet service thru cox and every day I am fighting outages. There has been no resolution to the outages, Cox has came out and reran the line and left it unburied for 6 MONTHS before a neighbor cut thru the line with their mower that Cox did not BURY! Now I'm dealing with zero upload speed and zero assistance from Cox communications yet again other than the usual did you restart the router BS? I wok in IT all week and to come home to deal with Cox's absolute horrendous internet and even more Horrendous Customer Service because I come home to outage after outage and have to call to find out where the issue is. I troubleshoot my network before calling in to save time and My girlfriend, who lives in the boonies gets a better quality of internet and service while I live in town where the infrastructure is suppose to be better and I get absolute dog shit from Cox. When a new service becomes available in my area, I WILL BE LEAVING THIS PIECE OF SHIT COMPANY THAT DOESN'T CARE FOR THEIR CUSTOMERS, DOESN'T CARE FOR THEIR INFRASTRUCTURE, AND DOESN'T CARE TO TRAIN THEIR OWN PEOPLE CORRECTLY IN TERMS OF CUSTOMER SERVICE.

  

  Business Response

  Date: 08/09/2023

  We are sorry for this frustrating
  experience and appreciate the opportunity to address the customer’s concerns.
  
  A Senior Customer Care team member contacted our customer on
  July 31, 2023, in response to this complaint and discussed his concerns.
  Consistent with Cox privacy policies, we can only share account information
  with an account holder or authorized user. Cox has found issue in the area and
  are actively working to resolve them. The team member will provide our customer
  updates on the repair and advise him when the issue is resolved.
  
  We provided our customer with our direct contact information
  should he have additional questions or concerns in the meantime. We look
  forward to providing our customer with entertainment and communication services
  for the foreseeable future.
  
  Sincerely,
  
  Executive Escalations team

• Initial Complaint

  Date:07/02/2023

  Type:Customer Service Issues
  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've only been a customer for a week and I've already had to contact customer service three times due to my wifi name disappearing repeatedly. I guess I am not good at saying what is going on because it takes over 20 minutes in a chat to get anywhere. I just want the two names that were setup when I started my service and I do not want to have to contact customer service over and over again for the same thing. I'm too new for this.

  

  Business Response

  Date: 07/03/2023

  We want to thank **** ******** for taking the time to file his concern.  In receipt of this complaint, Cox spoke with **** ******** and we have addressed their concerns.  We sincerely apologize for any inconvenience caused.  Thank you. 

• Initial Complaint

  Date:06/15/2023

  Type:Billing Issues
  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 has been paid and they continue to call me and leave automated messages that they're going to disconnect me and report negatively to my credit file. I am on there low income plan and they are not supposed to be able to do this especially after the ******** homeowner assistance fund COVID relief paid this bill in its entirety last year they refuse to apply it to my account and actually called me a liar even though I sent them documentation and we were supposed to call the homeowner assistance fund with HUD for them to verify it but cox consumer escalations department would not be on a three-way call with them and said that she just needed ********** account number that paid my bill when that's not even possible for me to get she should know what this program is about and how things work if she hold the position that is supposed to be resolving consumer issues with billing

  

  Business Response

  Date: 06/16/2023

  We appreciate the opportunity to assist our customer.
  We have contacted our customer directly and 
  addressed her concern.  We sincerely apologize to our
  customer for any inconvenience.  Thank you!

• Initial Complaint

  Date:06/05/2023

  Type:Customer Service Issues
  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 put in a drop cable a year ago between my neighbors. It hangs over my neighbor and my fence and runs down the fence to another neighbor’s yard. They have been contacted numerous times by all parties to come back and bury the line and I personally have had two appointments scheduled that one they claim I didn’t have scheduled and the second one they said they came but no one was here. I had to leave work early and I was sitting in my garage with the door open waiting on them. No one came. Prior to me arriving at home, my adult son was here waiting for them. I also have a **** camera and doorbell that proves they didn’t come.
  
  Enough is enough. We pay a lot of money for ****** service. They don’t keep appointments and lie through their teeth.
  
  I want them to come and bury the line they put in at least a year ago before my dog gets it, the lawn mower cuts it, or a kid grabs it and pulls it while playing on the school property.

  Customer Answer

  Date: 06/17/2023

  I have been contacted by Cox communications and they came out and looked at the line. It turns out that the company that was subcontracted to initially do this work had already been paid for this job and told Cox it was complete. 
  

  As of yesterday, the drop cable is buried! 
  

   

  

  Business Response

  Date: 06/22/2023

  Cox's
  Executive Escalations SE Team submits the following response to this complaint.
  
  We
  would first like to apologize to our customer for the negative experience that she
  has encountered, and for any inconvenience that she has experienced as a
  result.
  
  A
  Cox Executive Customer Resolution Specialist reviewed our customer's Cox account. 
  The account records show that as of this time the line in question has been buried. Our Specialist followed up with the customer and confirmed
  that the job has been done.
  
  We
  would like to thank our customer for being a valued Cox subscriber.  We
  would also like to thank the BBB for affording us the opportunity to respond to
  our customer’s complaint.
  
  
  Respectfully
  submitted,
  
  
  Cox
  Executive Escalations SE
  

  Customer Answer

  Date: 06/22/2023

  
  
  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,
  
  
  
  Melody ********

• Initial Complaint

  Date:05/17/2023

  Type:Billing Issues
  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 to ***** and my complex was set up for Cox Internet. I called to get a price and I was told it would be $**/mo for twelve months. I turned on the box and it wouldn't work. I called and they tried to resolve the issue over the phone. When it still wouldn't work they sent out a tech and found out the box didn't work because it was already assigned to someone else. They tried to charge me $*** for the tech visit. Now we're two months in and my bill has doubled. I called and was told to pay it and I'd get a credit next month. That's not something I am interested in so I asked for my service to be canceled immediately - so I wouldn't get stuck with the more expensive bill - and was told "Sure!" Then after our conversation ended the individual typed, "Cancelation Fee is $***." That would suggest we had an agreement, but if that were the case then I would still be receiving service for $**/mo. I will be returning my box tonight and I will not be paying a cancelation fee. We have no such agreement. I'm only responsible if I don't return the box and I will be returning it as soon as possible.

  

  Business Response

  Date: 05/17/2023

  We want to thank Janessa ********** for taking
  the time to file her concern.  In receipt of
  this complaint, Cox spoke with Ms. ********** and we have
  addressed their concerns.  We sincerely apologize for any
  inconvenience caused.  Thank you.
  
  Cox Communications
  

• Initial Complaint

  Date:05/11/2023

  Type:Customer Service Issues
  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.

  Last year I noticed a $***** recurring monthly charge on our cable/internet bill for "Premium Tech Support" which I never ordered, or agreed to pay. I had it removed. Last month I noticed the charge was there again. I once again contacted them and asked for it to be removed and a refund issued. They indicated they removed it but couldn't do anything about a refund because "that department was closed for the day". This month it is on our bill again. I went back and looked at the last 6 months worth of bills and it has been on every single one of them. I contacted them again today, 5/10/23 to tell them to remove it and issue a refund and was told I would need to call "the loyalty department during business hours".

  

  Business Response

  Date: 05/11/2023

  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:05/09/2023

  Type:Customer Service Issues
  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.

  Aside from having the EXACT same package as we have had at 2 different locations in *****, our plan is about $** more. on top of that. we have statements to show a service fee they provide as a “insurance” to not charge you $*** for the slightest tech visit. it took ages to get them to cancel it and as soon as we did, we lost all reliability in our internet. down to the day, and we have bandwidth tests to show it before and after as we suspected this to be a money grab. unless their service suddenly stopped working in one unit as a result of not paying $** extra a month on an already inflated package that was not honored in price.

  

  Business Response

  Date: 05/15/2023

  
  We want to thank the
  customer for taking the time to file his concern.  In
  receipt of this complaint, Cox attempted to speak with the customer via
  the phone number and email provided on his complaint without success. We
  believe we did everything within 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) or respond to the emails
  sent.
  
  Thank you.
  
  Cox Communications

• Initial Complaint

  Date:05/01/2023

  Type:Billing Issues
  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 cox High speed internet installed when I moved in our home , I was had problems dropping and slow speed and I was paying for the highest level plus ** for unlimited. They sent a tech out and the line going to the house was bad nd they just cut the line moved it lower on the home instead of of replacing the drop. It kept doing the same thing dropping and slow. They sent a tech out again and they changed out the router and worked for a bit then right back to problems so I did not pay for service due to the problems and let them cancel. (( I would still be with them if the would of fixed the problem . I should not have to pay for a bad service. They now have turned into a collection , Need to fix things before charging these rates
  
  
  I want the charges taken of and have them and the collection they sent it to be removed from all my or my wife's credit reports
  
  If they would of fixed I would still be with them

  

  Business Response

  Date: 05/03/2023

  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:04/20/2023

  Type:Customer Service Issues
  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 month of April 2023, there have been several instances in which internet connectivity has been interrupted with no clear indication as to the reasons why or any time period to which a resolution to the issues would be provided. On April 5, internet connectivity was interrupted no less than 10 times in the span of five hours. On April 18, connectivity was interrupted no less than 10 times in the span of 12 hours. When reaching out to customer service via phone and chat, I was first informed that this was PLANNED and that I was notified via my billing statement that there was going to be an outage - a review of my statements does not align with this comment. I was then notified that this was due to a fiber optic upgrade, which I was later explained was false. I was told (by a supervisor) that I would be signed up for text notifications to inform me either at the time of the outage, or prior to an outage, that a service interruption would be possible - I was later told that this was not possible. The supervisor also told me that I would have someone call me after my working hours at 5:30 p.m. (as the department was open until 7:00 p.m.) to discuss further, and I did not receive such a phone call. I would like understand what the issue is at hand and why internet connectivity has become unreliable over the past month, and would like to have someone contact me to discuss these concerns that I have....and to actually have someone work with me to ensure that these concerns are fully resolved.

  

  Business Response

  Date: 04/25/2023

  We appreciate the opportunity to assist our customer. We have
  contacted our customer directly and 
  addressed his concern.  We
  sincerely apologize for any inconvenience.  
  Thank you!

• Initial Complaint

  Date:04/18/2023

  Type:Customer Service Issues
  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.

  Three years ago, I started working with Cox cable to reduce my elderly father’s bill. It was over $*** and I needed to keep him safe and at home during Covid. Many times I have called and wasted hours of my time to get that bill down. He does not use Internet, he does not order movies or anything that is of excess to his cable. He only needs a phone (for safety) and some channels-that’s it! Finally, last month I got the bill to $*** and I was elated. I received an email today that it has now went up $**. I believe Cox cable should be ashamed at how they treat elderly! (** ****** ** ** ***** ***) Why do I have to play this game of promise of a price and hopefully I don’t pay attention while they raise their prices again! They are practicing a “bate and switch” to customers? It is exhausting! Please help!

  

  Business Response

  Date: 04/18/2023

  We want to thank Christine ***** for taking
  the time to file her concern.  In receipt of
  this complaint, Cox spoke with Ms. *****, and we
  believe he/she is satisfied with our efforts to resolve this
  matter.  We sincerely apologize for any inconvenience
  caused.  Thank you.
  
  Cox Communications
  **************