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:08/18/2024
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 Communications continues to routinely keep its customers in the dark about the many technical issues effecting internet service. Customer service is consistently unhelpful and just seems to be an endless loop of dodging questions.
On Wednesday, August 14th, Cox internet stopped working at about noon. My husband then went to the app, and the app said it was scheduled maintenance. It was for about two hours. Who in the world schedules an outage right in the middle of the work day with so many people working from home. He tried chatting with an online rep (not the automated one) who simply did not answer any questions.
On Sunday, August 18th, we lost internet at approximately 7:00 AM. We’ve received two subsequent updates, both saying the outage is delayed without any sort of details. I reached a customer service agent online who just ignored my questions, a tactic embraced by Cox.
One should note that neither of these outages had bad weather or wind associated with them. “Wind” has been an excuse we’ve heard from Cox for about a decade, but it doesn’t work here.
The irony that Cox has”communications” as part of its name is not lost on me. Cox needs to be more transparent in its communications with customers. No reason exists as to why they wouldn’t have more specific details when an issue occurs. Cox prices continue to go up, but service degrades. Where is the accountability??
Business Response
Date: 08/26/2024
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.
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:08/14/2024
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.
This issue involves my 83 year old mother and the harassment she's received from Cox Communications when she canceled her cable service. Cox has raised my mother's rates repeatedly over the past few years. She finally reached her limit of what she could afford and canceled her cable tv service but kept her internet service. She sent in the full payment to pay her bill, then they tell her they never received her payment. She told them she was putting a stop payment on the check and sending direct payment from the bank. In the time after, they suddenly find the check and tried to deposit it twice, resulting in Cox charging her for a bad check, twice. She called to try to clear those charges up and was berated by billing, accusing her of lying and writing a bad check. After hours of being on the phone, trying to get the matter straightened out, she spoke to a person that told her everything was fine and in fact, she had a credit of $43. This week they're harassing her again, saying she owes them $225 when all of that was supposed to have been taken care of. They had no record of the person telling her it was settled or that she had a credit. If this is an accounting issue within Cox, then they need to make whatever changes to keep from charging customers for their mistakes. Perhaps, they should do a better job of documenting customer contact so they're not shaking down innocent elderly people to get more money out of them when they can't afford Cox's ridiculously overpriced services. It would seem to me this was an error on Cox's part and she should not be charged for their inability to communicate, internally.Business Response
Date: 08/15/2024
We appreciate the opportunity to assist our customer. We have contacted our customer directly and addressed her concern. We sincerely apologize for any inconvenience. Thank you!Initial Complaint
Date:08/10/2024
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,
****** ******nto road and damaged our car as we did not see it. I don't know what to do to get them to do the repair work there agents have given me at least 4 different stories.Business Response
Date: 08/13/2024
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.
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.Initial Complaint
Date:08/09/2024
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.
Finally was able to get someone to return my call last night on 8/20/24. Was told sorry for the inconvenience. And was told that since we have power we are not a priority for this problem. After speaking with the man, he asked a few questions and said he would get back in touch Thursday. In the meantime, I told him my grass is now knee high, I am unable to mow. He again, apologized and said he would be back on touch Thursday. Nothing was discussed as to how this will be made right or anything. And I still have no answers. This company has a lot to be desired, and has now taken the last month of summer from my kids, due to our back yard not being able to be used at all. I am not satisfied by any means. o not be communicated to is ridiculous. I asked how they could make it right. She ***** the supervisor told me that I needed to be patient these things take time. I told her I understand but I need them to hold themselves accountable for not making their appointments and not communicating changes. She hung up on me. I attempted to call back. About 10 min later *** the supervisor called me back extremely rude saying it would have to be 8/11/2024. And she's was sorry about the inconvenience. They did nothing to make this right. I am extremely disappointed they can treat customers like this. But in these old Neighborhoods they know we have no other options. It's just sad they can take advantage of people a run such a ****** company.Business Response
Date: 08/13/2024
Cox made attempts to reach ***** ****** in receipt of her complaint; however, we
did not have the opportunity to speak with them. Should *** ****** wish to discuss this matter further, they can
reach a Cox representative at the contact information provided.
Cox CommunicationsBusiness Response
Date: 08/23/2024
Hello, Cox has spoke to *** ****** regarding her request. Cox apologies for any inconvenience. Cox is engaged with *** ****** to resolve the service issue outside her home. Our field team will continue to follow up with her over the next several weeks while we resolve this matter.
Thank you.
Cox Communications
Initial Complaint
Date:08/09/2024
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.
Due to a storm, the Cox cable line secured to the house fell and the cable is laying in the yard. There is NO physical indication that the line is snapped as I still have service, but I want a technician to secure the cable line back to the house and to ensure nothing is wrong.
I contacted via text chat on July 31 and was told due to an active outage, I cannot schedule a tech call until resolved....I understand.
I contacted via chat on Aug 6 and an agent set up a very broad time of ALL DAY on Aug 7 to have someone come out. At no time is this time available for me to see on their website.
I contacted on Aug 7 to confirm appointment and was told that the appointment is actually ALL DAY on Aug 9.
I contacted Aug 9 and I was told that the appointment was rescheduled on Aug 8 to be ALL DAY on Aug 10 due to an active outage. Shortly after 6:30 on Aug 9, I have a text saying that there is no service outage, but now there is an outage until 12:09 p.m. That has now been extended to 4:09 p.m. and with the most recent message, it is taking longer than expected.
When calling Cox, I went through tech support option but due to outage, the system hung up on me and did not give me an option to speak with anyone. Called back and I explained my issues and she was going to put me in contact with a supervisor. I waited for over eight minutes for a supervisor and she took down my number and told me that I would get a call back in one hour. She called me back to confirm the number was valid, and after confirming, she again stated that I would get a call in one hour. That was at 12:07 p.m. and it is now 2:34 p.m. and I still do not have a phone call.
I want to know when someone will take care of my cable line in my yard. I am told I can manage my appointment online, but shows there is none, and the appointments continue to get rescheduled without my approval or knowledge. I am NOT available ALL DAY on Aug 10 and had to make adjustments with work for the other days.Business Response
Date: 08/16/2024
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 contacted the customer directly to
address their concerns and have provided 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.
Jennifer D.
Executive Resolution Specialist
Cox Communications, Central RegionInitial Complaint
Date:08/05/2024
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.
On 7/18/24 I bought phone service & 2 phones from this store.Found that their service won't work at my apt address-works for a minute then drops the call.Had to switch back to ********** but only the Galaxy S24 works with them.So took the TPL flip phone back for refund on 7/25 & returned with power cord & wall plugin.I no longer had the box it came in as garbage already came & I had no reason to believe I would need it - who keeps boxes,especially on a simple flip phone?So this store after all this caused by THEIR service not working for me refuse to issue a refund due to no box. ******* will refund without packaging if you have a receipt for crying out loud. I have the receipt for $78.40 which is in their records anyway. I think this is unacceptable & unreasonable.Business Response
Date: 08/05/2024
We would first like to thank our customer for sharing her positive experience.
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 reviewed the account and provided a refund for the phone purchase in the amount of $78.40, as a means of resolve. We have also adjusted the month of the mobile service in the amount of $20.02. Please be sure to contact our customer service directly to ensure the account is fully cancelled and no longer being billed.
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.Initial Complaint
Date:07/12/2024
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.
Despite multiple attempts to resolve this issue directly with Cox, including communications with Senior specialist ****** from Executive Escalations, my request to initiate service has been unjustly denied due to unpaid bills associated with a previous tenant. I have been a Cox customer and received service at my previous address. Upon moving to my new address, I sought to transfer my existing service. I am a new tenant and have no relation to the previous occupant who incurred the unpaid bills. Cox has required me to complete extensive paperwork, including providing a copy of my lease and identification to remove the block on the new address. Under the FCRA, it is crucial that credit reporting and service blockages are accurate and fair. Holding a new tenant responsible for a previous tenant’s debt is both unfair and inaccurate, potentially violating FCRA provisions. Consumer protection laws stipulate that utility services must be provided fairly and equitably. Blocking service to a new tenant due to a previous tenant’s unpaid bills is a clear violation of these principles. Cox’s customer service guidelines emphasize providing excellent service and support to all customers. The current situation, which places an undue burden on me as a new customer, is contrary to these principles. Many utility companies have policies stating that new customers are not liable for the debts or service issues of previous occupants. This principle should apply here, allowing for the immediate removal of the block on my account.
I am requesting the official agency to investigate Cox Communications’ practices in this matter and enforce applicable consumer protection regulations. Specifically, I seek the following: Immediate removal of the service block on the new and to service the account.Initiation of Cox service at my new address without further undue burden. Assurance that Cox will adhere to fair and equitable service practices for all customers.Business Response
Date: 07/17/2024
We want to thank ******* ********* for taking
the time to file his/her concern. In receipt of
this complaint, Cox spoke with Ms. *********, and we have
addressed their concerns. We sincerely apologize for any
inconvenience caused. Thank you.
Cox Communications
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