Reviews
This profile includes reviews for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see
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Average of 219 Customer Reviews
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Review fromSara B
Date: 02/16/2024
I think Cox is purposefully rendering internet obsolete after a period of quality services and forcing people to upgrade their services and modems to “get faster internet” stating their internet issues are due to customers “slow internet package/modem” despite the fact that the problems are new after a period of quality internet.
Modem 1:
I purchased a cost effect cheaper internet package and modem in June 2023. I had excellent internet speeds and consistent internet. Until suddenly, around 2-3 months in, I started having to reboot my modem at 7:30-7:45am about 2x per week. Then, the reboots started happening 6/7 mornings and then again between 5:45-6:30pm. Practically every night. I contacted tech support for help and went through all of their steps to fix it which would result in service after a reboot on their end- for about that night. I was told that my “internet package was not going to give me fast internet .” The question is really how that could be the case if I had approximately 2 months of excellent service. Well- I had to in store to trade it in and got a deal where they upgraded my modem but kept my bill the same. No reported outages in the area occurred during my internet issues either.
Modem 2- got more months of good service until, just as above- suddenly I don’t. The weirder part about my internet issue this time is that the modem always has the steady white light on meaning I should have internet. The real kicker is that I’m losing internet at the exact same times that the first modem would lose internet. Had to reach out to tech support on 3 different days in one week with the same problem, at the same time. The first 2of the technicians reboots fixed it (again for literally only that night), the the third one was different. They gave me service but it was so slow it was rendered unusable before it stopped loading the webpage entirely. No reported outages on any of these days either as I always check first.
Cox Communications
Date: 03/05/2024
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. On February 23rd a Cox Field Service Technician was scheduled to visit the customer's residence to correct any issues causing interruptions in service. During the appointment the technician replaced the service drop line connecting the customers residence to Cox's network.
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.
Senior Customer Care Specialist
Executive Escalations Support TeamReview fromMustafa A
Date: 02/12/2024
the worst internet company. Wish they had competitor on all the zip code in OmahaReview fromNancy C
Date: 02/12/2024
OMG! Living an Actual Nightmare!! My HOME Completely Burned Down. Cox has been Horrifying. They are billing me $740.00 for my burned equipment that I can not return. They have called me over 20 times wanting their equipment, threatened to come to the house, asked why I was being so defiante. No One has an answer or compassion. They even threaten to come to the house.....had I not been crying I would of invited them to meet the fire disaster gentleman and maybe they could of found the ash!
For as much as we pay they should have insurance that covers natural disasters.
Then when you try to resolve the issue, 2 times now. You are transferred multiple times, and no answers.
It was recommended I turn it into my claim into my insurance, who are they kidding.....insurance is just as bad.
RUN!Cox Communications
Date: 02/14/2024
Dear Ms. C***,
Cox Communications (Cox) is in receipt of your complaint filed through the Better Business
Bureau. Let me begin by thanking you for ***owing us the opportunity to serve you. We thank
you for bringing your concerns to our attention. Doing so ***ows us to improve the quality of the
service we provide to our customers.
Our Executive Escalation team member spoke with you regarding your Cox account on February 14, 2024, and have provided a resolution for the concerns brought up in your complaint.
If you have any questions or concerns regarding your account, please contact our Customer Service department at 1-800-234-3993.
Best Regards,
COX – West Region
----------------------------------------------------------------------------------------
The Executive Escalations TeamReview fromSally W
Date: 02/06/2024
Terrible customer service. I was outright lied to when I called to order internet service. When I called to order it (which I didn't even want, it was for someone living in my house) I asked at least 5 times if there were any kind of installation charges and was told no. Only the monthly fee.
I was charged an extra $100 install fee on my first bill and was told after several phone calls (twice the call was "dropped") there was nothing they could do. Terribly dishonest people. Figures.Cox Communications
Date: 02/07/2024
We want to thank Sally Wright for taking the time to file her concern. In receipt of this complaint, Cox spoke with Ms. Wright and we have addressed their concerns. We sincerely apologize for any inconvenience caused. Thank you.
Cox CommunicationsReview fromChristopher M
Date: 01/31/2024
I was not able to leave a negative 10 stars. Worst customer service I have ever experienced. The company will continue to bill months after turning in equipment and is a class action lawsuit waiting to happen.
They will continue to take payment when services have not been rendered and bill you after you have cancelled the services and send you to collections after promising hundred of dollars in credits.Cox Communications
Date: 02/15/2024
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.
David
Senior Customer Care Specialist
Executive Escalations Support TeamReview fromSteve M
Date: 01/31/2024
I just left a very negative review for COX internet, Then? Almost immediately I received a call from Cox and spoke at length with 'Cheyenne' who contacts such complainants as myself. She spent quite awhile with me, listened patiently to several Issues (including a couple that weren't in my BBB review) What I discovered through this interaction, was that some of my perceptions-were totally wrong and also that my original complaint about an issue? Was actually MY fault. No, she didn't say anything approaching this, but with all of the info she was explaining..I saw myself -that I was in the wrong by an error I made. So? I told her I would 'remove the bad review' but I discovered that the BBB does not allow that?? Every other site that does 'reviews like TrustPilot and Yelp among many other do.. so I am doing the next best thing by leaving a 5-Star review to 'counter-balance' my original bad review. I have learned a valuable lesson here. We can easily be mistaken (or be at fault for something going awry-like I was) and do what I did. Leave a negative review..that is totally unfair. I apologize to Cox.Cox Communications
Date: 02/02/2024
Dear Better Business Bureau
Cox Communications is responding to the review filed with your office on January 31 2024, with the assigned review ID of #******.
We would like to thank the Better Business Bureau for the opportunity to assist a valuable customer. We also would like to thank our valued customer for taking the time to share his recent experience with us. We are pleased to know our representative was able to address concerns and answer any questions our customer had.
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.
We appreciate the opportunity that the Better Business Bureau has given to us to assist our customer.
Respectfully,
Cox Communications East Executive Resolutions teamReview fromGavin H
Date: 01/24/2024
Absolute bottom feeders. Will give you a price and then when the bill comes its twice as much. Add options that i never agreed to. I would absolutely not use them if i had any other options. I feel for all the elderly people im sure this company preys on.
This company is so dishonest its gross.Cox Communications
Date: 01/30/2024
We want to thank the customer for taking the time to file his concern. In receipt of this complaint, Cox spoke with the customer on January 29, 2024. After review of the Cox records on file with the customer we see that he transferred service to his current location and was expecting pricing as a new customer. We believe the delay in activating the service and the original order was not communicated properly. Additional features added without his permission were removed on January 17, 2024. We sincerely apologize for any inconvenience caused.
Should the customer have any further questions about this matter, we ask that they contact our Executive Escalations Specialist at the phone number provided to them (via voicemail).
Thank you.
Cox CommunicationsReview fromTaylor E
Date: 01/18/2024
Service more spotty than a Dalmatians behind. Almost daily service interuptions lasting hours at a time. If you work from home absolutely do not get COX. You will loose your job. That's what happened to me.Review fromKen H
Date: 01/15/2024
I wish I could report you all for the class act of service I have received. Internet was splotchy when I lived there. I dealt with it. Pensacola Florida while nice was up to date. Customer Service and trying to cancel in the case of an emergency. lol. Good luck. This business deserves to be shutdown. Go anywhere else please! The new bill I received after two months of having a “closed” account. And now I have to jump through hoops to get this canceled. Cox is the pro of extra billing, wasting your time and refuses to assist their clients.Cox Communications
Date: 01/31/2024
Dear Better Business Bureau,
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.
Our Sr Customer Care Team has attempted to contact the customer in response to their review, but we have been unsuccessful in reaching them. If our customer would discuss their concern further, we ask that they contact our Specialist at the contact information provided via email.
We appreciate the opportunity that the Better Business Bureau has given to us to assist our customer.
Respectfully,
Cox Communications East Executive Resolutions teamReview fromJerry B
Date: 01/13/2024
We unfortunately are under contract with COX Business and have to wait it out. But we have experienced the worst reliability with the 5G internet continually going out over the last TWO years! And the price just keeps going up. We have had techs come out (which I have had good interactions with) about every couple months to replace faulty equipment. It has been detrimental to running a business smoothly and providing a seamless shopping experience for our customers. When the wifi is unreliable, ( and I am not talking about speed) I am saying that the 5G will shut off, and we can not connect our POS system to it. It is like a switch is being turned off and on in the router or whatever it is. This is so frustrating due to no other providers are available in my area for business bundles. It is a monopoly and is very discouraging and frustrating. I need the service to run my business, but it is costing me more than headaches having to wait for a tech to come out at their earliest convenience which in this case is FOUR DAYS FROM NOW. we currently pay just under 400 a month for a business bundle, phone, internet, security for a 2400 SF store with no public WI-FI. we dont change what we connect to it, it will just randomly stop working. They say because the 2G still works that we should be ok. But the POS we use requires a 5G connection for CC processing and connection to our ipad terminals. So their back up system is no good either because it uses a cell backup and our ipads cannot connect to that system and run our POS software. I wish they would at least offer some type of restitution to the situation more than simply not charging us everytime they have to replace their equipment. Nothing has been offered to us other than " well we can upgrade your speed for only $70.00 more a month". COX is the devil you cant operate with, and you cant without. Hopefully they make it out on tuesday (today is saturday) so we can get our internet back up, and not lose moCox Communications
Date: 01/19/2024
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. However, on January 13, we were able to send out a technician that spoke to the customer and troubleshot onsite to verify services were now operating as intended. 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.
Gabe D.
Executive Resolution Specialist
Cox Communications, Northeast Region
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