Reviews
This profile includes reviews for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 224 Customer Reviews
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Review fromMarlene C
Date: 12/19/2024
BEWARE OF THIS COMPANY because your monthly bill will consistently go up(with no explanation), and your service will go down. I started with COX Cable when I moved to Omaha 4 years ago. My monthly bill then was less than $200, and now it’s $290. I just now called for an explanation for THIS month’s increase, and the man on the phone explained that I now pay $25/month for technician “protection.” What????? He explained that if I ever need a technician to come to my house, it would cost $100. I told him I’ve never had a technician come to my house because I always call when I have those issues, but DO THE MATH!!! ($300/year to save a “potential but VERY unlikely” $100) Take off that charge! He said he couldn’t, and when asked said no manager was around. So he said my service will stay the same. ????? For the record, I’m a retired teacher and rarely watch tv…only the news…so I only use the basic service. My grandkids only watch YouTube, so I pay a LOT for just that basic service. Needless to say, I’m DEFINITELY looking into streaming. Now…a big shout-out to Verizon! ???? I use my cell phone for everything and my service bill has stayed the same (under $100) for all 4 years I’ve been here. I’ve traveled around South America and Africa and never had any issues. Verizon is GREAT!
Cox Communications
Date: 01/03/2025
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. The customer has requested a call back on Monday. 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 RegionReview fromKatherine H
Date: 12/17/2024
The absolute worst company that I have dealt with in all of my life. First they charged me for premium channels a few years back when I did not ever agree to it. Then when I called to cancel service because I was moving out of state, they told my I didn't have to return the equipment because I purchased it. Then a week after I leave the state they send me an email saying to return the equipment or I will be charged. Supervisor can't do anything, although I know they record the conversations. They are scam artists.Cox Communications
Date: 12/19/2024
Dear Katherine, Cox Communications (Cox) is in receipt of your complaint filed through the Better Business Bureau. Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention. Doing so allows 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 December 19, 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 fromYolanda A
Date: 12/10/2024
Cox is the absolute worst. Im literally on the phone with them right now waiting for a manager because i had an appt today between 5-7 and no one came. I call and they tell me they are still coming but dont know the time. I wake up at 3 in the morning!!!! I need a time or a reschedule that works for me but what do they do. First time the lady promised to call me back and never did. Second time the man hangs up on me because i didnt want to accept estimated time and wanted to reschedule and now i just wanted to speak to a manager and one wont pick up. This man who is currently helping me is being so kind and im very appreciative of him. His name is Zachary. Anyways besides for Zachary i really dislike cox. They just lie and take your money and never fix anything ever. I only have them because they are a monopoly where i am but now im looking into a portable wifi box or cellphone wifi or anything then this. I hate this. Paying over 100bucks for the crappiest service ever. I have nothing nice at all to say about this company. They dont care at all about their customers theres no way they can.Cox Communications
Date: 12/17/2024
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 reviewed the accounts and ensured the request to have a Cox service appointment was fulfilled on December 12th, 2024. A Senior Customer Care Specialist attempted to follow-up with you to confirm that the issue you reported experiencing was resolved but did not get a response when they called and emailed you. 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 fromKate H
Date: 12/10/2024
This has to be the absolute worst customer service of any company I have ever dealt with. I have to contact them at least once a month because they always seem to get something wrong on my bill. WATCH CLOSELY because I promise they will try to scam you every month with hidden fees. This time they doubled my bill and charged me a late fee regardless of me sending them all of the payment information from my last several EARLY monthly payments. I have been talking to customer service for over an hour and still have no resolution. They even had the audacity to send me a sales pitch for adding a new cell phone to my plan right in the middle of our conversation. Worst of the worst! I wish I had some other option for internet in my area because I would be dropping them SO fast!Review fromTeresa L W.
Date: 12/10/2024
I had cox cable in council bluffs, IA several years ago, around 2008 & 2011. My Internet was stolen through my email. Plus I filed a chapter 7 bankruptcy against cox cable in 2011. Yet it's still on my TransUnion credit history. I've tried several times to dispute it. #1 cox cable purposely left a bill out of the bankruptcy til it was finalized. And has been putting on my credit history for at least the last 10 to 15 yrs. And it's renews every few yrs( 3 years) and stats all over again. And has stayed there for at least 10 to 15 yrs now. And has kept repeatedly starts over. As if it's new. All because I filed a chapter 7 bankruptcy in 2011. This should be considered fraudulent. I've made several attempts to have it disputed. My bankruptcy was done in council bluffs, Iowa. Now TransUnion wants charge me over $ 300.00 to even look into this and 2 other items and are over 10 yrs old also but suddenly after 10 yrs at&t cellphone Company a collection and u s cellular has done the same . I haven't had services with either company for more than 10 yrs ago. And TransUnion is wanting to charge me over $ 300.00 to even look into any of this. Can anyone of these be legally done now and especially 10 to 15 yrs after the fact legallyCox Communications
Date: 12/13/2024
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 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.Review fromAnneliese N
Date: 12/08/2024
I've never had a worse customer service experience than with COX. First, I spoke to several agents over the phone, none of whom were able to figure out how to get my modem to work. Instead, they told me to book a technician to come in person and all said that I wouldn't be charged. Given that I was explicitly told by multiple agents that there wouldn't be a charge, I booked it. Then, I had a horrible experience with my tech. They are required to call you 45 minutes before their ETA to inform you that they are on their way. My tech did not make any kind of initial call and instead placed a single call, apparently when he was at my apt, and immediately left after not receiving an answer right away. He did not leave any kind of voicemail or message identifying himself or informing me that he had arrived. However, I assumed that number was his so I called him back literally within 2 minutes. My call, as well as numerous other ones I placed following this, were ignored. In fact, he was completely unresponsive to the point that I'm pretty sure blocked my number. The entire time, I was on live chat with an agent who kept telling me to continue to wait for my technician to arrive as it said he was still schedule to come. I waited the entire 4 hour window, only for the technician to cancel the appt a few minutes before it ended. I spent another several hours on the chat with the same live agent, who could only provide the option to reschedule to the following day, but again said I would not be charged. The next day, a different tech came and confirmed that the experience I had the previous day was not normal. He fixed the wifi within 5 min. I thought it was resolved until I noticed a $100 charge on my bill. I tried to get it removed but Kamran and Oliver were unsympathetic to the entire situation and wasted 7 hours of my time over live chat just to refuse to refund me. COX has been nothing but dishonest, unprofessional, and incompetent and don't care if you pay for itReview fromJames C
Date: 12/07/2024
Daily outages that last anywhere from 10-60 min. during non-peak hours (12am on average) and don’t expect a warning. Customer support is essentially nonexistent. I was sold “1 gig” (max) speeds but struggle to maintain even 100 over Ethernet. The only reason I don’t call Cox a scam is that I’m actually able to connect to the internet on occasion. Albeit from an AT&T hotspot…Cox Communications
Date: 12/10/2024
Cox made attempts to reach James C****** in receipt of his complaint; however, we did not have the opportunity to speak with them. Should Mr. C****** wish to discuss this matter further; they can reach a Cox representative at the contact information provided. Cox CommunicationsReview fromEsther N
Date: 12/02/2024
I have had Cox services for well over 3 years now. I didn't realize how bad their customer service had become! I had 3 services with them; Cable, Wi-Fi, and a phone land line. I called to cancel my phone line as I did not need it anymore. The call and process (or so I thought) went smoothly and a technician was deployed on July 17th 2024 to discontinue my phone services. Didn't think much of it but after 3 months I noticed my bill was still a little too high. I called customer service a few days before Thanksgiving with the intention of exploring my options and finding a cheaper plan and this is when I discovered, I was still being charged for the landline- it took some time to notice because I opted for paperless statements and my payments go directly to cox from my account. The person I spoke to was non-empathetic to my situation. He didn't care and was adamant that I wouldn't get a refund for the phone line, even if the mistake was Cox's and not mine. I swallowed that pill and moved on to see how much the plan would be without the phone! turns out the bill would be more expensive without the landline! I explored cancelling cable and just having WiFi and that more than tripled my payment. As I continued to speak to this person, I could tell he just didnt care and that was really hurtful, I'd been a loyal customer for so many years! And this is how they treat me? I made an immediate decision I'd cancel my services. I found another service provide and called on Dec 2nd, was on hold for almost an hr., so i got on chat with 3 reps! between 4:30PM and 5:45PM. 3 reps because, every time I insisted on cancelling my service to each one, amidst explaining the reasons why, the rep left the chat with not so much as an apology or confirmation that my request had been completed. I could actually see that the message had been seen and then silence until another rep came on. I finally got on the phone with a final rep who confirmed that my services had been cancelled. ADIOS COX!Cox Communications
Date: 12/13/2024
Dear BBB, Cox Communications is responding to the complaint filed with your office on December 2, 2024, with the assigned BBB Review ID of 179575. Cox apologizes for the billing issue that occurred when our customer requested disconnection of her Cox telephone service. Cox also apologizes for the poor experience she encountered when attempting to have her billing concern addressed with our agents. An Executive Customer Resolution Specialist (“ECRS”) contacted our customer on December 6, 2024, in response to their BBB Review and was able to fully address her concerns, including agent feedback being sent for coching purposes. Our customer indicated that she is satisfied with our resolution and has been provided a direct contact number for the Executive team member should she have any additional concerns regarding this matter. Sincerely, Cox Executive Customer Resolution TeamReview fromKain E
Date: 12/02/2024
I’ve been having issues for a whole week straight, I had to drive 3 times to a cox store to swap my box and go talk to them about the issues I’m having. I am paying 2Gig and my WiFi is running extremely slow. I am paying way too much money for me to only get 100mbps on my upload. It is very time consuming when I have to keep constantly calling and figure out my issue.Cox Communications
Date: 12/11/2024
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 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.Review fromRina C
Date: 12/01/2024
A city trash truck came through the neighborhood and took out 4 pole, knocking out power & cable/internet service. Power company took all day restoring the power by replacing the damaged poles & lines. Cox however has not showed up even after several phones calls & text chats. On 2 occasions I was told a truck was on the way - LIES!!! it's been 6 days with no internet, which means half the stuff in my house doesn't work & neither can I since I work from home. The deal with this company was for them to provide us internet service & we would them pay for said service. I have kept my end of the contract & I expect Cox to do the same. Which they are clearly not doing. It's time they get off their a$$ and send a bucket truck out here to fix this line. But I doubt that will keep us as customers - Hughes Net is looking so much better now.Cox Communications
Date: 12/04/2024
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 Team
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