ComplaintsforCox Communications Roanoke

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since Thursday, April 18th, at approximately 2 PM ET, I have been experiencing frequent and prolonged internet service outages. These outages have had a severe impact not only on my work and personal life but also on my mental well-being. As a result of the constant disruptions, I have been experiencing severe anxiety and panic attacks. As a data engineer, a stable and reliable internet connection is crucial for my job. However, the continuous outages and uncertainty surrounding the resolution of these issues have caused significant productivity loss and put my employment at risk. The constant fear of losing connectivity and the inability to rely on Cox Communications' service has created a highly stressful environment, leading to severe anxiety and panic attacks. One of the most frustrating aspects of this situation is the lack of clear communication and transparency from Cox Communications. Despite numerous calls to their customer service hotline, I have been unable to obtain any estimated time for the issue to be resolved or a clear explanation of what is causing these outages. The lack of information and support exacerbates my anxiety and makes it even more challenging to cope with the situation. Furthermore, I would like to highlight that this is not an isolated incident. In the month of April alone, I have experienced a total of six days' worth of internet outages. This level of service disruption and the resulting emotional distress is unacceptable, especially considering the importance of a stable internet connection in today's digital age. I look forward to a timely response and a resolution that addresses the ongoing internet service outages, as well as the emotional distress they have caused.

  

  Business response

  05/07/2024

  Dear Better Business Bureau: Cox Communications (“Cox”) is responding to the complaint filed with your office on April 18, 2024, and assigned ID#********. We would like to thank the Better Business Bureau for the opportunity to assist a valuable customer. We apologize for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. Upon receiving your complaint, a member of our Executive Escalation team attempted to contact our customer to let them know their concern had been escalated to Cox’s maintenance team for further review.Though we were unable to connect with our customer, we investigated the issue, and our investigation revealed the intermittent service issue was caused by a power company issue affecting Cox’s service delivery. That issue has been corrected and monitoring of the service indicates no residual issues have been identified.If our customer would like to speak with us regarding their complaint and concern, they can reach our Executive Escalation Team at the phone number that we provided in the email that we sent them.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 the customer has experienced.Sincerely, The Cox Executive Escalation Team

  Customer response

  05/09/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I am writing in response to the resolution provided regarding my complaint submitted on April 20, 2024. I must express my disappointment with the time it took to receive a response, as I only received it on May 7th. This delay is unacceptable, and it further exemplifies the lack of efficiency in resolving customer issues that led me to switch internet providers.As a loyal customer of Cox Communications since 2015, I had high expectations for the level of service I would receive. However, the fact that no one could provide me with an answer regarding the ongoing issues I was experiencing while still being charged is simply ridiculous. It was only after resorting to leaving comments on your social media platforms that I was able to receive some assistance. Even then, the credit I received on April 19, 2024 was for a total of six days, and at that time I had been without consistent internet for a day and a half, Cox stated that they could see I had a few outages during the month of April. Even then, the credit I received was not reflective of the full extent of the inconvenience I had endured.I would like to bring to your attention that if Cox Communications was aware of the frequent outages I experienced, it begs the question as to why I was not automatically refunded for those instances. It is disheartening to think about the number of times I may have faced similar outages over the course of nine years without receiving any compensation. Therefore, I request that Cox Communications undertake a thorough review of the total amount of outages I encountered during my nine-year tenure as a customer. I believe it is only fair that I am refunded for each instance where I had to endure severe inconvenience or had to sacrifice work time due to the lack of reliability on your part.I trust that you will take my concerns seriously and address them in a prompt and satisfactory manner. I believe that Cox Communications has the potential to be better for its customers, and I hope that my feedback will contribute to the improvement of your services.Thank you for your attention to this matter. I look forward to receiving a response and resolution that reflects the importance of customer satisfaction. Regards, ******** ****************

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I cancelled Cox service and every month Cox sends me a statement by mail showing a credit balance. I want a refund, not a credit. I have no intention of ever doing business with Cox again. It's crazy that Cox keeps sending these mail statements instead of simply mailing a refund check. My former account number is **** ********* and refund due is $45.96

  

  Business response

  04/12/2024

  We apologize for the frustrating experience and appreciate the opportunity to address the customer's billing concerns.We have been unable to contact the customer, however we did process the refund for $45.96 on April 10, 2024. The customer will receive an email from ** ******. Should the customer have any further concerns about this matter they can contact us at the number provided via voice mail.Sincerely,Cox Executive Escalations team

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cox internet at my house is out at least 1 a month, sometimes twice. I am on a fixed income and I had to waste money like this. They are doing maintenance most of the time. Some times it’s from storms and that understandable. For maintenance they should reimburse me for the times they are down. This is not once in a while it a lot. They don’t care when you call and it’s just not right how they treat. Customers. They should have to pay you with all of this maintenance they say they do. It just not right that they have no competition. Today the internet went out a 3 am, there not starting maintenance at 3 am. So they just straight up lied.

  

  Business response

  03/26/2024

  We are sorry for the inconvenience and appreciate the opportunity to address the customer's concerns.We understand the frustration with the Internet being out. However, Cox has to do maintenance and repairs to Cox network. Cox does limit the time the service is out to the almost minimum amount possible to repair services.Should the customer have any questions or concerns, they may contact the number provided on their voice mail.Sincerely, Cox Communications Escalations team 

  Customer response

  03/26/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. [While I appreciate the $1.63 offered for the most current outage, that is NOT the issue. I have been at this property for 34 years, in no time in the 34 years has a service offered by Cox been so poor as the past year and a half. This last outage was at least 12 hours, so that doesn't comport with the statement made by Cox. The outage before that, I could clearly see a tree had knocked the wire down and they said people were working on it, but the fact is I saw no people working on it. Other times Cox has used the same excuse that it's a maintenance issue, but it was off 13 or 14 hours this time as well. Cox needs to be more transparent with their customers by letting the customer know precisely when and for how long and why exactly an outage is going to occur or has occurred and NOT use canned terms that mean absolutely nothing. A refund should be issued automatically every time and outage occurs. Cox is a monopoly; they are the ONLY provider that services this area and they know that, and they treat the customers poorly because of it. Cox professes one thing and does something completely different. If they actually did what they say they do for the customers, there would be no reason to complain.] Regards, ***** ******* 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Cox Communications has been overcharging me since my January bill. It is now March. In December, I received a notice that I would owe $225.79. I was paying $44.74. I called Cox and spoke to a customer service representative, who told me the $44.74 price was part of an older contract that was now expired. I was never told about this. I was never given a chance to change anything. I asked her what I had to do to decrease that bill. She said the offer was no longer available and there was no other offer. She told me the cost of $225.79 included what I owed for December after I paid the $44.74, plus what would be due in January. January 8, I could not reach anyone on the phone number. I was forced to use the online chat assistant. I chatted with someone who insisted the $225.79 was the current bill and nothing could be done to change it. I asked if there was anyway to decrease that bill. I was told no and the next bill would be for $135.80. I spoke to another person via chat after this and was told the same thing. February 16, I went online and looked over my service options. I found one for $79.99. No one had offered me this. I signed up for it. It is: $79.99/month for a 24 month contract. With this offer, I get the Pano Wifi ($15/m) free for 24 months. It, also, receive the 1000 Mbps internet ($120/m) at a discounted price. I will provide screenshots. Today, March 3, I received a warning that I owe $104.17. There is no explanation of this odd amount. I contacted customer service (****** and ******), who as I type this have been lying to me for an hour (58 minutes so far, still waiting for a new reply, they keep stalling) about my service. They keep putting me on long periods of silence (text). They say I owe $135.80 and refuse to speak of the $104.17. I showed them screenshots and they still deny it. I want what I signed up for and for someone to actually SPEAK to me on the phone to resolve this. No more lying! Disputed amount comes to $361.59

  

  Business response

  03/11/2024

  Dear BBB, Cox Communications responds to BBB complaint ID # ******** filed with your office on March 4, 2024.The Cox Executive Escalation Team attempted to contact our customer in response to their complaint. Unfortunately, we were unsuccessful in reaching them.  If our customer would like to speak with us regarding their complaint and concern, we ask that they contact our Specialist at the contact information provided (via voicemail and email).Sincerely, The Cox Executive Escalation Team

  Customer response

  03/22/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** ******

• Initial Complaint

  02/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Never received equipment or services. Bill needs to be $0.00 and $50.00 refunded as they advised when I cancelled services

  

  Business response

  02/28/2024

  We apologize for the frustrating experience and appreciate the opportunity to address the customer's billing concerns.After reviewing the customer's account, Cox can verify a refund of $ 38.15 of the $50.00 was processed on February 16, 2024. The remaining $11.85 was charged for the services from January 18, 2024, until February 2, 2024.  As a one- time courtesy that was credited to the account and the customer should receive the additional refund in seven to ten days.Sincerely, Cox Communicaitons Executive Escalations team 

  Customer response

  02/28/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. $50.00 needs to be refunded as equipment was never receivd. $0.00 bill in addition to $50.00 refund. I was charged for services never received. I previous tried to have cox install and the tech never showed up. Regards, ********* **** 

  

  Business response

  04/02/2024

  We appreciate the opportunity to address the customer's concerns. As we stated before the total of $50.00 has been refunded to the customer. Cox only charges a deposit for Internet equipment not for Internet service. Sincerely, Cox Executive Escalations team

  Customer response

  04/02/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The $50 deposit for equipment needs to be refunded as well. I NEVER received the equipment. I shouldn't be charged for equipment never received. Cox billed me for the equipment and sent a bill. Cox reviewed the bill but not the equipment charge. Regards, ********* **** 

• Initial Complaint

  02/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have had several workers come to our home and attempt to fix our WiFi, with no avail The router and modem are located in the basement (our TV) room. If I try to stream anything off my phone upstairs the wireless breaks. It seems to be picking up our neighbors WiFi. This has been the case for years now.

  

  Business response

  02/21/2024

  Dear BBB: Cox Communications Northeast Escalations team responds to BBB complaint# ********. We have attempted to reach our customer at the contact number provided and have not had any response back. We have provided one of our supervisor's direct contact number and hours if further assistance is needed. We look forward to assisting our customer and appreciate the patronage. Respectfully,The Northeast team

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Someone has been using my account information. I have informed my bank and they did nothing as it is an online bank. They are telling me to reach out the merchant. I have been told several times I will receive a refund request via email and it has been a month and still nothing. Please help I need my money back!

  

  Business response

  02/13/2024

  We are sorry for the frustrating experience and appreciate the opportunity to address the customer's billing concerns.Cox can confirm was processed on processed on February 9, 2024, and can take up to 72 hours for the funds to be available to the customer.Sincerely,Cox Executive Escalations team 

  Customer response

  02/15/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. [I am not satisfied with this resolution because I have not yet received the refund. I have spoken to a representative about this and was told if it wasn’t received by yesterday to call them. I have not gotten a response back yet. Apparently the refund was processed back into the account it was taken from which I no longer have access to as the account is closed. I want to actually receive the refund before this is closed.  Regards, ******* ***** 

  

  Business response

  02/20/2024

  We appreciate the opportunity to address the customer's billing concerns.We have processed the refund as the customer has requested. If they have any further questions, please refer to their financial institution. Sincerely, Cox Executive Escalations team

• Initial Complaint

  01/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had an outage in september and upon chatting with "******** *." on 09/28/2023 to clear it up i was offered to upgrade my services for $7.36 additional per month with a price guarantee for 24 months (which i made sure to clarify). My services were successfully upgraded and my bill increased by about the amount they said it would, fast forward almost 4 months later my internet services base price increased from $79.99 to $120. I was in chat on 1/21/24 for over 3 hours trying to resolve this issue. I was told many different things, the first two people completely disagreed that my base price increased and that the increase was solely due to a bundle discount removing and being replaced by another despite providing proof that this was not the case and the first rep also took a very rude and condescending tone with me after explaining that, reiterating her original statement which was wrong and then disconnected. After talking with 4 different people no one will answer as to why my price guarantee is not being honored, just the same copy and paste. When I mentioned it, it was completely disregarded as if I hadn't said it MANY times. Now it is seeming as though I was given a bait and switch and nobody will address it. I shouldn't have to pay anything additional than what I entered into agreement with on 09/28/23 and no one will give me an answer just offer to downgrade my service. I have the chat logs from 09/28/23 as well as 01/21/24 as evidence which i will supply. I have been a cox customer for over 10 years but I do not appreciate how I was treated today and how after 3 hours I still don't have a resolution or even feel as though I was heard, understood or cared for as a customer my ending impression is as though I feel I was scammed by the initial rep who offered me the deal.

  

  Business response

  01/22/2024

  We are sorry for this frustrating experience and appreciate the opportunity to address the customer's billing concerns.On January 22, 2022, a Cox Executive Escalations team member spoke with the customer. We were able to restore the customer's monthly rate to $64.99 until January 2026 when it will return to the retail rate.We are happy to report the customer is satisfied with the resolution.Sincerely,Executive Escalations team

  Customer response

  01/22/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** ******

• Initial Complaint

  01/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got a bill from them, yesterday. It should have been $166.00, instead of $323. The US Mail has been slow in delivering it to them. I should not have a gotten a red notice from them. This has happened four times within the last year. They got the check from my payee ******* *********, last week.

  

  Business response

  01/31/2024

  Dear Better Business Bureau,Cox Communications is responding to the review filed with your office on January 17, 2024, with ID # ********. We would like to thank the Better Business Bureau for the opportunity to assist a valuable customer. We apologize for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.We have attempted to reach out to our customer to address their concerns. Unfortunately, we were unsuccessful in reaching them. If our customer would like to speak with us regarding their complaint and concern, they can reach our Executive Escalation Team at the phone number that we provided in the email that we sent them.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 Better Business Bureau has given to us to assist our customer. Respectfully,Cox Communications East Executive Resolutions team 

• Initial Complaint

  11/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My brother passed away on *******. He was a customer of Cox Communications who had left him a door tag at his home residence. I promptly responded in making sure that their equipment was returned to a local store and to ensure that their records were updated to reflect my brother was deceased. A bill that Accounts Receivable told me is owed is for services that were charged after he had passed. I have been in touch with Customer Service multiple times and have been forwarded to Accounts Receivable twice. A female whom I spoke with in September in Accounts Receivable gave me an email to send my inquiry to. I mentioned my Executor paperwork and my brother’s death certificate that I could include and she advised to just send an email without those documents and have them tell me what they need from me. This first email was sent on 9-26-23. I called back on 10-11-23 and Customer Service hastily forwarded me back over to Accounts Receivable and this time I spoke with a gentleman who stated that I would need to attach my brother’s death certificate and that I should receive a response to my now second email within 72 hours. I called back again after having zero response after more time lapsed and requested a manager this time to call me back and still never heard from anyone! I then called Customer Service yet again and spoke with a nice gentleman who looked up my brother’s obituary and attached it to a form that he said no one prior had done and he explained that this will be sent to a department that handles deceased accounts and that they would be calling me and no one ever called me! I am done with calling and emailing and being given the run around and want the adjustment of my brother’s bill to be canceled and to have confirmation that this has been taken care of. I want answers as to why no one ever responded! I feel so angry and let down by the way that I was ignored. The stress and grief related to losing my brother and friend has made this time so unbearable!

  

  Business response

  11/03/2023

  We are sorry for the frustrating experience the customer has had and appreciate the opportunity to address their billing concerns.After reviewing the customer's account and the documentation provided, we determined the balance on the account occurred after the account holder's passing. Cox can confirm the balance has been removed and there is a zero balance. Should the customer's Executor have any questions they have the Executive Escalations Specialists direct number.Sincerely,Cox Executive Escalations team

  Customer response

  11/13/2023

  Good evening, I just wanted to express my gratitude towards your faithful support in helping consumers like myself to have a voice. I wasn't sure of my outcome in this pursuit but now I can rest knowing that BBB gave me the support I needed when I wasn't able to resolve this issue on my own. I saw that this was closed with status of consumer dissatisfied remarks. I don't think I understood it being necessary to reply when the business responded to my issue and took care of my concerns. I most definitely though am satisfied all because the BBB gave me the platform to be heard and no longer was ignored. Shortly after sending my complaint to the BBB, I received a call from Cox Communications letting me know that they have canceled the bill in question on my deceased brother's account. The representative did not have any satisfactory response to my question about why I never received any prior response from Cox Communications, but she was polite and professional and that is what I wish to remember. Sincerely,***** ****

*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. ↩