Complaints

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

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• 

  Cox Communications New England

  9 James P Murphy Ind Hwy West Warwick, RI 02893-2381

• 

  Cox Communications New England

  PO Box 1259 Oaks, PA 19456-1259

• 

  Cox Communications

  683 E Main St Meriden, CT 06450

• 

  Cox Communications New England

  1400 Lake Hearn Dr NE Brookhaven, GA 30319-1464

• 

  Cox Communications, Inc.

  12221 Plaza Dr Parma, OH 44130

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:07/14/2025

  Type:Service or Repair 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.

  Im trying to start Cox service at ****************************************************************************. I currently live in ********, where Cox is not available. My old account is deactivated, and I have no access to login or past bills.I explained all of this clearly to support, but they kept asking me to check the app or visit a Cox store even after I told them Im ***** miles away.I requested a supervisor or executive escalation multiple times. They refused and redirected me repeatedly, ignoring the context of my ************ not asking for anything unreasonable I simply want to start new service, and Coxs mishandling of this is obstructive and *************** requesting a proper resolution, accountability for this mishandling, and compensation in the form of waived fees or service credit

  Business Response

  Date: 07/14/2025

  Dear ****** *******,
  
  Cox Communications (Cox) is in receipt of your complaint filed through the Better Business Bureau. Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention. Doing so allows us to improve the quality of the service we provide to our customers.
  Our Executive Escalation team member spoke with you regarding your Cox account on July 14, 2025, and have provided a resolution for the concerns brought up in your complaint.
  If you have any questions or concerns regarding your account, please contact our *************************** at **************.
  
  Best Regards, 
  
  COX ***********
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 
  
  

  Customer Answer

  Date: 07/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *** *******

• Initial Complaint

  Date:07/10/2025

  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 have attempted to resolve this matter. My account was charged $600 for a plan I did not intend to keep. I attempted to revert back within five hours, after realizing there had been unauthorized changes to my actual devices due to hacking.I spoke with Coxs assigned executive representative three separate times. I also left multiple voicemails and emails authorizing her per her own instructions to apply the necessary credits to reverse the overage charges. I included my account PIN in all **********************. Despite this, I was met with unprofessionalism and condescension, including being placed on speakerphone while someone in the background laughed during a recent call with the executive ****** or ***** I dont recall the name but her manager is *****.I clearly and repeatedly authorized Cox to reverse the charges so I could pay the actual balance due for the base plan, which is $240 in total for the last few months. I have not paid a monthly bill due to the fact that service will still be shut off because the system doesnt know any better. I explained my factual theory to this executive and made it clear I was on the phone with her July 7th, to have her fix the overages so that the system will readjust and approve my normal payment without service interruption. This executive completely disregarded every word I said and continued to repeat the same phrase. Well you increased your Internet and you also included, unlimited data, etc., etc. She continued to carry on about what had been done by me the day. I tried to contact Cox repeatedly within five hours to reverse what I had just done. I was ignored, dismissed, and ultimately disconnected without cause. Coxs statement that they were unable to reach the customer is false. They have spoken to me on the phone at least three times and received direct authorizations. I legitimately owe $240. I am requesting immediate removal. I will proceed with a formal complaint to the *** and the Arizona Attorney General.

  Business Response

  Date: 07/11/2025

  Dear **** ******,
  
  Cox Communications (Cox) is in receipt of your complaint filed through the Better Business Bureau. Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention. Doing so allows us to improve the quality of the service we provide to our customers.
  Our Executive Escalation team member spoke with you regarding your Cox account on July 7, 2025, and have provided a resolution for the concerns brought up in your complaint.
  If you have any questions or concerns regarding your account, please contact our *************************** at **************.
  
  Best Regards, 
  
  COX ***********
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 
  

• Initial Complaint

  Date:07/05/2025

  Type:Service or Repair 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.

  On July 3rd we had an outage of services in our area since then Ive used the app and my own personal browser to sign up for DETAILS in regards to the outage. IT has been 36 hours and COX has failed to communicate any updates in regards to the outage, we are left in the dark with no phone, to communicate with anyone if there is a emergency, no internet services for those of us that work online. I myself am at risk of losing my income because COX has failed to provide any updates or be transparent with the issues and is not giving us a *** on when the issues will be fixed no documentation saying they have no idea whats the problem is even though they are claiming to work on it. It has been 36 hours and we have nothing this is a poor excuse of a ISP and should be taking out of businesss for malpractice and fraud, even when speaking with agents they ignore you and do not reply back to you and let the conversation die out because they are to incompetent to get anything done at COX

  Business Response

  Date: 07/11/2025

  Dear ***** *********, 
  
  Cox Communications (Cox) is in receipt of your complaint filed through the Better Business Bureau. Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention. Doing so allows us to improve the quality of the service we provide to our customers. 
  
  We have reached out to you to address your concerns, however, our attempts to reach you have been unsuccessful. Once we are able to speak with you and verify your account, we can address your concerns and provide a successful resolution. 
  
  If you have any questions or concerns regarding your account, please contact our *************************** at ************. 
  
  Best Regards, 
  
  COX - ***************;
  
  ---------------------------------------------------------------------------------------- 
  
  The Executive Escalations Team 

  Customer Answer

  Date: 07/11/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:07/02/2025

  Type:Product 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.

  In August 2024, when I moved into my apartment, I was informed in writing that new tenants using the apartments primary internet provider, COX Communications, would receive a one-month free promotion. I confirmed this with a COX agent and verified the same with other new tenants in the building.Before using COX services, I was required to pay a $50 deposit, which I paid online on August 30, 2024. However, after speaking with other residents, I found that none of them were asked to pay a deposit, so I contacted COX again. The agent told me that my deposit would be refunded by check after my service ******** September, I received a new bill. Since September was supposed to be my promotional free month, I contacted customer service again. The agent advised me to wait until after the due date (September 14, 2024), as the billing amount might update. Indeed, the bill eventually changed from $50 due to $0, so I assumed it reflected the free month as promised.Before moving out, I contacted COX again to ask how the deposit refund would be processed. An agent told me it would be mailed as a paper check, and I provided a new forwarding address for delivery.However, in June 2025, after I moved out and requested my deposit refund, I was told by COX customer service that my deposit had been used back in September 2024, and there was never any free month promotion applied to my account. This is extremely misleading. Why was I told in writing that there was a free month to begin with? Why was I asked for a deposit when other tenants werent? Why did multiple agents repeatedly tell me over several months that my deposit would be refunded after service ended?This feels like a bait-and-switch tactic used to lure me into using their services under false pretenses, followed by inconsistent and deceptive customer service. I am requesting a full refund of the $50 and an explanation of how COX intends to prevent this kind of misleading practice in the future.

  Business Response

  Date: 07/02/2025

  We sincerely apologize for the inconvenience experienced and appreciate the opportunity to address the customer's billing concerns.

  Following a thorough review of the account, an Executive Escalations Specialist spoke with the customer on July 2, 2025, to share the findings. The account was disconnected with a remaining balance of $30.00. As a courtesy, Cox applied a credit for the first month of service of $50.00, as initially promised, resulting in a $20.00 credit to their credit card, which is expected to be reflected within 35 business days.

  The customer has expressed satisfaction with the resolution provided.

  Sincerely,

  Cox Executive Escalations team

  Customer Answer

  Date: 07/13/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am satisfied with the solution and appreciate the timely response. But as mentioned in the response, I still not yet received the $20 refund after 7 business days. (not reflected in my original payment account-I can also provide the bank statement if needed) And I am just concerned/confused about the current statement that is due on 14th. The current balance is $0, but the statement still shows a $30 due. If this can be resolved, Im happy with the solution provided and nothing else is needed. Thanks!
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Jieru

   

   

  Business Response

  Date: 07/14/2025

  We apologize the customer has not received the refund. Please contact the financial institution associated with the credit card last used on the account. The credit was processed on July 7, 2025.

  Sincerely,

  Cox Executive Escalations team

• Initial Complaint

  Date:07/01/2025

  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.

  Around fall (September-November) of 2024, i stopped receiving my paper bills from Cox for my service. I was also receiving disconnect notices on or after my service was already disconnected. I filed a complaint with BBB, i received a call from someone in the executive department or head quarters in December of 2024. I was told by this employee that the company had switched ton paper less statements on its own and that their system did it automatically. I asked how i would know my documents would be sent electronically or what notice i should have received explaining that, the employee stated it was sent by email, i questioned the fact of how i would even know to check my email if i was not completing Anything online. As this was for someone who is not able to complete online billing due to a disability. They had no response. That was ILLEGAL. Under the U.S E-sign Act, there must be consent given for billing to be switched to paperless. After having nothing done, i was told the only thing they could do was switch it back to PAPER. Now, we are in June, and i once again have received only a disconnect notice After my service had already been disconnected (subjecting me to additional late and reconnection fees $30). Once again, Paperless billing is ON. I am not sure who keeps accessing my account and updating this i have incurred hundreds of dollars in charges due to this. ***************** has been nothing but issues. When calling in about these recent bills, i was speaking with someone in collections, and then transferred to customer service, here i had an extremely rude representative (****)who REFUSED to let me speak with a manger for several minutes, i had to BEG. I was told by her that my mail was returned by ****, which was never true after speaking with a supervisor. Then i receive an email stating i agreed to set up a payment agreement, which i NEVER did. Clearly Cox employees are making changes to my account with out consent. What is going on ??

  Business Response

  Date: 07/10/2025

  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 to address their concerns, 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
  
  Senior ************* Specialist
  Executive Escalations Support Team

• Initial Complaint

  Date:06/30/2025

  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 switched my services. Never turned off one and wants to charge me.

  Business Response

  Date: 07/01/2025

  Dear *******,
  

  Cox Communications (Cox) is in receipt of your complaint filed through the Better Business Bureau. Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention. Doing so allows us to improve the quality of the service we provide to our customers.
  

  Our Executive Escalation team member spoke with you regarding your Cox account on July 1, 2025, and have provided a resolution for the concerns brought up in your complaint.
  

  If you have any questions or concerns regarding your account, please contact our *************************** at **************.
  
  Best Regards, 
  
  COX West Region
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 

  
  

• Initial Complaint

  Date:06/30/2025

  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.

  Cox Communications has refused to honor refunds based on ongoing outages in the ****** area. this is a known issue and has outages occurring throughout many days especially during the summer. I spoke with a Cox representative, and they refused to refund any monies based on lack of service complaints. We started this last year during the summer and Cox only says they are working on the problem. If they are they are not fulfilling their requirements to provide services for which they are paid. My cable and internet go down during the summer heat sporadically and While Cox has said they are working on it they have not provided needed to relief for a known problem. They need to be sanctioned!

  Business Response

  Date: 07/16/2025

  Cox Communications (Cox) is in receipt of your complaint filed through the Better Business Bureau. Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention. Doing so allows us to improve the quality of the service we provide to our customers.
  Our Executive Escalation team member spoke with you regarding your Cox account on July 16, 2025 and have provided a resolution for the concerns brought up in your complaint.
  If you have any questions or concerns regarding your account, please contact our *************************** at **************.
  
  Best Regards, 
  
  COX ***********
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 

• Initial Complaint

  Date:06/25/2025

  Type:Billing 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.

  I had decided to cancel my Cox **************** due to a monthly cost increase and my securing a service from ********* During my call 2/22/25 to the customer service, I started exactly why I was calling and told representative multiple times to close my account. Each time the *** kept trying to offer me other plans. After 20 minutes of this, I told her to close the account and that I was done talking and I hung up. The next month I get an email telling me my bill is coming due. I call again, get the same run around. Then I was told she didn't have the ability to close the account. This was never stated during the original call. She transferred me to a customer retention *** who continued the run around. After I told her to stop and close the account retroactive to the date of my original call, she said she could not do that and I was responsible for the $81. I stated the service was not used and I would not pay for something I had not used. She threatened to turn it over to a collection agency. Which they now have done and it is hurting my credit score. This type of tactic is unethical and ridiculous. I'm looking to have this collection stopped, my credit score restored, this tactic stop, and an apology from Cox Communications.

  Business Response

  Date: 06/27/2025

  Dear BBB,
  
  Cox Communications (Cox) responds to BBB complaint ID # ******** filed with your office on June 25, 2025.
  
  Cox apologizes to our customer for the recent experiences they encountered when speaking with our representatives regarding their request to disconnect the service. An Executive Customer Resolution Specialist spoke with our customer on June 26, 2025, in response to their complaint and confirmed with the customer that the account balance has been zeroed due to the agent not disconnecting the service on the original date that they ************ addition, we have contacted the credit bureaus and requested this be removed from their credit history. The customer appreciated the quick response and resolution to their complaint. We provided our customer our direct contact information should they have additional questions or concerns regarding this matter.
  
  Sincerely, Cox Executive Escalations Team

  Customer Answer

  Date: 06/27/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:06/20/2025

  Type:Order 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 agreed to offer a $50 discount off my current bill, as displayed on their website and valid until May 2026. This promotion was specifically scheduled to align with the end of my military service. However, Cox is not honoring the original promotion and has reduced the discount to only $20. While this may seem like a difference of roughly $30.49 per month, the total impact over the promotional period will be nearly $360. I would consider switching to another service provider, but all available options require a two-year contract and impose cancellation fees if the agreement is ended early. I have never dealt with a business with so little regard to this commitments, and the effect not honoring them has on others.

  Business Response

  Date: 06/24/2025

  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 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. 
  
  Senior ************* Specialist
  Executive Escalations Support Team

• Initial Complaint

  Date:06/10/2025

  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.

  I purchased a week wifi pass from Cox on line . The pass code they sent to me does not work .The number the provide to text any issues , keeps saying no one is available to help . I must have sent 20 text

  Business Response

  Date: 06/11/2025

  Dear Better Business Bureau,
  Cox Communications (Cox) is responding to the complaint filed with your office on June 10, 2025, assigned ID# ********.
  We appreciate the opportunity to assist a valued customer and apologize for any inconvenience they may have experienced. Providing excellent service is our priority, and we regret any frustration caused.
  Upon review, our Cox Executive Escalation Team contacted the customer regarding their complaint. Our specialist confirmed Cox experienced technical difficulties with our digital support channel, which has since been resolved. Additionally, the customer advised that their refund issue has been satisfactorily addressed.
  Based on our conversation, we have taken the customers feedback seriously and have engaged our digital assist team to improve messaging should similar technical issues arise in the future.
  It is always our goal to provide our customers with exemplary customer service. As a customer service-oriented company, we know that our success depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that our customer has experienced.