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.
- 30 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:05/10/2024
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 and that an ongoing effort is being made to improve service in the area now.
Sincerely,
***** ********yes I've been told this before, "The internet connection drops happened because you were using it". I was not streaming at that age either. Regardless I'm incredibly angry that I can't even get the basic reliability that I was promised, and as my internet has died for an extended time 4 out of the last 5 days before we account for occasional drops, which are NOT RELIABLE, and happen every day for the past 10 years. I've looked and internet service is not supposed to be this way. Please, I implore you to help resolve this or at least put a magnifying lense over a company that lies and cuts corners across the board.
Business Response
Date: 05/13/2024
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:05/07/2024
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.
On Saturday, May 4, Cox Cable came out to my residence to replace wiring in a box and left the wiring exposed under my driveway and up the street passed by house. Please note, I don't even have Cox Cable and the box is on my property. The neighbors behind me have Cox Cable. This is certainly not only an eye sore, but I think it may be dangerous.Business Response
Date: 05/09/2024
Dear
Better Business Bureau:
Cox
Communications (“Cox”) is responding to the complaint filed with your office on
May 7, 2024, and assigned ID#********
We would like to thank the Better Business Bureau for the
opportunity to assist a member of the community. We apologize for any
inconvenience she may have experienced. It is certainly not our intention to
cause any frustration.Upon receiving the complaint, we reached out to our field
and construction teams, and we have been advised they will be working to bury
the drop line. Unfortunately, currently we do not have an estimated completion
date. A member of our escalations team has reached out to the complainant and
provided contact information should she have any additional questions or concerns.
It is always our goal
to provide our customers with exemplary customer service as well as being a
good community partner. As a customer service-oriented company, we know that
our success largely depends on our customers' and the community’s perception of
our employees, as well as our company. Once again, we would like to apologize
for the frustration that our community member has experienced.
We appreciate the opportunity that the Better Business
Bureau has given to us to assist this member of the community.
Respectfully,
Cox Communications East Executive Resolutions teamInitial Complaint
Date:04/22/2024
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,
Mark Vandermeulenrovider. I just need Cox to reliably provide the service for which I'm paying almost $100 per month.Business Response
Date: 04/26/2024
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:04/04/2024
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.
I had called to cox cable because my modem stop working they told me I would not have a mndeposit if i took it to the store to get a new one so I did but i was still charged a deposit. I called today and asked to talk to a manager they said someone will call me back and never did...I want the deposit credited back i will not pay that i have been a customer for 6 years and its not my fault i had to get a new modem.Business Response
Date: 04/10/2024
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. We were able to review the account and a credit was applied back to the account to cover the deposit charge.
Thank you for your time and consideration.
******** **
Executive Resolution Specialist
Cox Communications, Central RegionInitial Complaint
Date:03/28/2024
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 would not cancel my account. I've been with them in great standing for over 10 years. Called today to cancel. First call I got no where where agent. After verifying all my information, pin and ******* he would not cancel unless I gave him a reason I wanted to cancel. I finally gave up and called back. Different agent same thing. He kept trying to explain to me about other plans, data caps and throttleing. I told him at least 20 times I dont' want to hear that and I jsust want to cancel service. He then said I'll put you on hold and we can let this take as long as it need to to get an answer on why I want to cancel. As I was making this request and while on hold, I drove to local COX store. While in store on speaker phone others could hear agent keep telling me I (customer) dont' understand that maybe I should listen to him and againg that he has all day and I have to listen to his offerings and give a reason why I want to cancel. Finally a store employee from COX came over an asked to use my phone. He told the agent on the phone that I just want to canecl my service. Why do I have to drive to a store and in person cancel my serviice? I did not have any COX equipment to return.Business Response
Date: 04/03/2024
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. The feedback of the rep was submitted to their leader for coaching and development purposes.
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:03/12/2024
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.
I moved out of my old apartment and into my new apartment. When I called cox to transfer I was not informed I would need to return my modem and was under the impression it would be used for the next tenant. This was furthered by the fact that there was an existing modem in my new apartment. The new modem however did not work and so we were charged an extra $100 to have them come fix something that was their fault. Now I am being charged an extra $250 for not returning the old equipment that I no longer have access to. I also have no way of retrieving that old equipment as I no longer live there. At this point I don't even care about the first $100. I want this $250 charge removed. I chatted with an agent who originally said I would not be charged, and then told me I actually would be. This agent then went around in circles telling me I would not be charged if I returned the equipment even though I informed them I do not have access to it. I requested a supervisor and the chat then went radio silent for over 20 minutes before I finally gave up and ended it. Im honestly ready to cancel my account and blast cox on tiktok (which has proven very effective in damaging a company. See ****** *** *********) I need someone to contact me and for these charges to be waved due to poor communication by Cox, and its agents.Business Response
Date: 03/14/2024
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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