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Business Profile

Internet Services

Cox Communications
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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    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 Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/15/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 cable compnay, I have the contour cable bundle, which means I can record shows and movies for playback, however, I am unable to watch said recordings due to lag, cut out and skipping, doesn't matter the channel they all do it when a show is recorded, for this I am being asked to pay $*** per month or more, but don't receive what has been advertised, ************************************************************, this is the twenty-first century, I have had ******* cable, and ******** cable, and never had this issue before with any of them. They should not be able to charge people for dvr service that is not useable. No reason to record to watch a show later, that is unwatchable. I would like a credit on my account for the weeks of shows I have missed because they are recorded but unwatchable, unless Cox has to pay with their wallet they will never fix this issue.

      Business Response

      Date: 12/27/2022

      Business Response /* (1000, 5, 2022/11/25) */
      We want to thank the customer for taking the time to file her concern. In receipt of this complaint, Cox spoke with the customer on October 21, 2022, a technician was dispatched to her home and swapped out the DVR equipment at no charge. The customer's account was credited for 2 (two) months DVR service and we believe she 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

    • Initial Complaint

      Date:11/02/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 is trying to charge me a one time fee of $*** for whst at first was stated as a just that with no explanation. I then chatted with them and they said it was due to changing services during the bill period which was never told to me by the agent nor agreed upon. I argued it sobthey say let us do sone digging snd cone back and say its due to my 6 yearbold modem not being returned even though the agent specifically told me not to return it. They will not send me a return kit because they said the system will not let them which proves my point that this chargr is completely made up and i should not have to pay it

      Business Response

      Date: 12/13/2022

      Business Response /* (1000, 5, 2022/11/09) */
      We want to thank the customer for taking the time to file his concern. In receipt of this complaint, Cox was not able to connect with the customer via phone or email. A Cox representative did speak with the customer on October 25, 2022, regarding a similar concern ¬and we believe he 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

    Cox Communications is BBB Accredited.

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    This business has committed to upholding the BBB Standards for Trust.

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