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:10/09/2024
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 ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *******y budget is not manageable in this economy. I have attached my full discussions with Cox as well as the bill received and the results of my internet speed test with a time stamp from the screenshot.
Business Response
Date: 10/16/2024
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.
******** **
Executive Resolution Specialist
Cox Communications, Central RegionBusiness Response
Date: 10/24/2024
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. We have advised the customer the charge for the early termination fee is valid as there was a change to the account and contract was attached to bill statement. Customer confirmed of the change, but not made by themselves. Agreed to credit half of the fee and customer will be responsible for the remainder of the fee to clear out the account balance. The remaining balance on the account is $95.00.
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.
******** **
Executive Resolution Specialist
Cox Communications, Central RegionInitial Complaint
Date:10/02/2024
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
Re: Account number *** **** ********* Dear Cox,
I hope you're doing well. I'm a loyal customer of Cox and I'm reaching out to you because times are tough for me financially.
I really like being your customer, but I'm struggling to pay my bills. I've tried reaching out to customer service, but unfortunately, I didn't get any help.
I'm writing to you directly to see if there's any way you could give me a discount on my monthly payment of $332.26. It would mean a lot to me and would help me stay loyal to Cox.
The other options open to me won’t end our relationship the way I’d like to - so any help you can provide will be considered and appreciated.
Thank you,
******** *****
**** ********** ** Omaha NE, 68112-2644
************Business Response
Date: 10/11/2024
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.
******** **
Executive Resolution Specialist
Cox Communications, Central RegionInitial Complaint
Date:09/17/2024
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 ID ********* and find that this resolution is satisfactory to me.
Sincerely,
***** ********Business Response
Date: 09/22/2024
We appreciate the opportunity to assist our valued customer. We
have contacted our customer and addressed his concern. We sincerely
apologize to our customer for any inconvenience. Thank you!Initial Complaint
Date:09/07/2024
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.
Complaint: ********
I am rejecting this response because: What she offered me for the same internet speed I had before would cost me $480 more a year. She also stated to wait six months to call back to see if they had any promotions for better pricing.
Sincerely,
******* *****Business Response
Date: 09/11/2024
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, we were unable to provide an agreed upon
resolution and the customer has decided to make no changes to the account as they are unable to afford an increase in the monthly rate.
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 and deeply sorry we were
unable to successfully resolve.
We appreciate the opportunity that the BBB has
given to us to assist our customer
******** **
Executive Resolution Specialist
Cox Communications, Central RegionBusiness Response
Date: 09/17/2024
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, we were unable to provide an agreed upon
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 and deeply sorry we were
unable to successfully resolve.
We appreciate the opportunity that the BBB has
given to us to assist our customer
******** **
Executive Resolution Specialist
Cox Communications, Central RegionInitial Complaint
Date:08/25/2024
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.
Over the last decade I have dealt with poor service from Cox, but especially this summer and this past weekend. My connectivity is questionable at best, even on a regular day but on Friday 8/22 there was an outage lasting from 4pm to 11pm. That in itself is understandable, but I did not get connectivity until noon the next day. After several calls to Cox and being told to restart my router, I was informed it was an issue with my equipment (their go to response) and I could pay to have a technician come out. Via text I was able to get assistance and my internet was fine... Until now.
It is 4:45 on Sunday and our area is experiencing another outage. Again, I get it, but this time the agent told me they're doing work in the area and implied it was planned. Here is the issue I am having, I work remote evenings and weekends and I lost hundreds of dollars not being able to work on Friday and I am going to have to pay to eat/drink somewhere with internet to work tonight. The expense is immense. The agent was kind enough to offer me $3.97 for Friday's inconvenience, the calculated bill credit. I said I would speak to a manager next week, and she got a little short stating that it won't do any good.
I would like to let the BBB know of this continued service issue and Cox repeating to take responsibility for the service they offer. Over the last ten years it has always been an issue with my equipment or wiring, and they have been replaced multiple times (and there is less than two inches of cable in my wall). Never have they sent someone yo look at the box. The thing that put me in a position to write this is that apparently they knew outages would be possible this weekend and failed to communicate, a decision that has had a significant impact on my weekly earnings. If I had known, I could have made other arrangements but instead I am out the time.
Thank you.Business Response
Date: 09/06/2024
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.
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