Complaints
This profile includes complaints for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 130 total complaints in the last 3 years.
- 31 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:07/23/2023
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.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.
Sincerely,
**** ********
Business Response
Date: 07/24/2023
We appreciate the opportunity to assist our valuable customer. We have contacted our customer directly and addressed his concern. We sincerely apologize to our customer for any inconvenience. Thank you!Initial Complaint
Date:07/17/2023
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.
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 teamInitial Complaint
Date:07/02/2023
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'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: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 billingBusiness 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: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 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 SECustomer 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 ********
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