Complaints

This profile includes complaints for Cox Communications - NWARK Regional's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cox Communications - NWARK Regional

  4901 S 48th St Springdale, AR 72762-8812

  
• 

  Cox Communications - NWARK Regional

  8100 Rogers Ave STE B Fort Smith, AR 72903-5550

  
• 

  Cox Communications - NWARK Regional

  637 E Joyce Blvd STE 103 Fayetteville, AR 72703-6140

  
• 

  Cox Communications - NWARK Regional

  305 W Stephenson Ave Harrison, AR 72601-4201

  
• 

  Cox Communications - NWARK Regional

  201 SW 14th St Bentonville, AR 72712-7449

  

The 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:06/19/2025

  Type:Billing Issues
  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.

  Details;
  Date: 02-04-25
  Money to be credited to my account $241.00
  Cox Comm ensured me that since I was moving out of their coverage area that if I returned the equipment that I would not be charged. I returned the equipment to Cox location **** ****** **** **** * **** ****** ** ***** within the 30 day window provided. I then sent a bill for the router, boxes and said that I didn't return them. I disputed these charges and then cox turned me over to collections. I have excellent credit and its not even the amount that upsets me its that I now have a derogatory mark on my credit all because they are a large corporation and the little guy has little power to fight.

  Business Response

  Date: 06/20/2025

  We want to thank **** ******* for taking
  the time to file his concern.  In receipt of
  this complaint, Cox attempted to speak with *** ******* but did not get to speak with him.  If he needs further assistance, please contact Cox at the contact information provided. 

  Thank you.

  
  Cox Communications

• Initial Complaint

  Date:02/11/2025

  Type:Billing Issues
  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.

  Upon seeing my increased bill, I went on the Cox website to see what could be done to reduce my monthly charges. There were options offered, along with add-ons. I chose one of the options, and I KNOW that I chose DVR services (we previously had them, and the correct DVR box).
  
  Now the DVR services have been removed. I chatted with tech support and they said they could "add" the DVR services for an extra fee. But, those services should be included. Again, I chose them specifically when I changed my service.
  
  I feel that I am a victim of bait and switch.

  Business Response

  Date: 02/12/2025

  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 ***** ******* 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. 

  Customer Answer

  Date: 02/12/2025

  
  
  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,
  
  
  
  ***** *******

• Initial Complaint

  Date:01/16/2025

  Type:Customer Service Issues
  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 am filing this complaint due to unreasonable practices by Cox Communications regarding my attempts to cancel my internet service. The company has created significant barriers to discontinuing my service, including excessive retention procedures, automatic contract renewals without notice, and failure to process my cancellation request properly.
  
  Details of the Issue:
  
  Cancellation Process and Early Termination Fee:
  In December 2024, I contacted Cox Communications to cancel my internet service.
  Despite being a customer for 3.5 years, I was informed that my term had automatically renewed without notice for another year, three months prior. As such, they claimed that I must pay a large early termination fee.
  While I expressed disagreement with the early termination fee, I explicitly confirmed during the call that I still wished to cancel my service.
  
  Account Not Canceled Despite Request:
  A few weeks later, I received another monthly bill from Cox Communications, indicating that my account was still active.
  I contacted the company again, only to be informed that the account cancellation was not processed. Instead, I was told I would need to call their retention department again and repeat the same process.
  Complaint Summary:
  Cox Communications has made it excessively difficult to cancel my service. Requiring repeated calls to their retention department and failing to process my initial cancellation request demonstrates a lack of reasonable customer service practices. Moreover, automatically renewing my contract without notice and imposing an early termination fee undermines consumer rights.
  
  I believe Cox Communications is employing tactics designed to retain customers against their wishes by making the cancellation process unnecessarily cumbersome and unclear.
  
  Desired Resolution:
  
  Immediate cancellation of my account with no further obligations or charges.
  Waiver of any early termination fee, as the automatic renewal was done without notice or consent.

  Business Response

  Date: 01/23/2025

  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 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 Resolutions Specialist 

  Cox Business

• Initial Complaint

  Date:11/12/2024

  Type:Product Issues
  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.

  Last year when my house was built I got cox internet because they are the only ones available in the neighborhood, even though I did not want them. Almost 2 years later they are still the only ones available and their service is terrible. I have gone through numerous outages with full charges still being applied. Even today, I upgraded to their fastest internet about a month ago. I’ve had constant issues. When I use their app to diagnose the issue, it says every time that I have somewhere between 55% and 68% of the speed for my plan. Tonight I’ve gone without internet for over an hour. I did everything in their app it said to do. I follow the rules. Then I finally get ahold of someone in text, they do the same steps!!! They still can’t fix it. Then they can’t get someone out here to fix it for 2 days. 2 days! They even said they could charge me for the visit, I’ve done nothing wrong! And then I receive no bill discount? Nothing for 2 days of no service? This has to be illegal in some way to take payment for a service and not provide it! Then to block every other ISP from being able to service this neighborhood? I know 95% of us would switch if we actually had a choice. This is crazy, I’m trying to finish my semesters work for my MBA and I can’t even do my homework at home using a service I pay over $200 for and the semester ends Saturday. Oh and to top it off, after I kept talking to this person for 20-30 minutes to solve they problem, they call me by the wrong name! They called me ******* and my name is ******!

  Business Response

  Date: 11/13/2024

  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. 
  
  ******** **
  Executive Resolution Specialist
  Cox Communications, Central Region

• Initial Complaint

  Date:08/26/2024

  Type:Customer Service Issues
  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.

  Since before the tornado hit my area the internet was not working well enough so I decided to contact them for an upgrade and cancellation of the service, they increased my bill from $65 to $95 I said okay if the internet works as it is supposed to. They increased the speed and it was still just as slow and not even my security cameras worked. The tornado happened and I spent 2 weeks without internet. They didn't even offer a discount for the 2 weeks that I didn't have service. Lines were down almost every 2 days and the service was bad. Now I want to cancel my cancel anytime service and they say that I have a contract without my signature and without my authorization and that they don't need my signature to have it... what is this called? Fraud, right? They want to charge me $210 to cancel. This is ridiculous COX. I have proof of everything your agent told me about that contract without my signature or authorization that they want to enforce. I never thought that a company like yours could be so deceitful and fraudulent. I cannot recommend you to anyone else because of all this that you are trying to do to me.

  Business Response

  Date: 08/26/2024

  We want to thank ******* ******* for taking
  the time to file her concern.  In receipt of
  this complaint, Cox spoke with *** ******* and we have
  addressed their concerns.  We sincerely apologize for any
  inconvenience caused.  Thank you.
  
  Cox Communications

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  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 ISP has locked my account out and is demanding I give them a copy of my drivers license to get it released. So I decided to cancel since I wasn’t getting the service I pay for. Well they told me in order to cancel, they STILL want my ID. I’ve been a customer for years and this feels like a scam. Either way an ISP has no need for my drivers license.
  I would like my account restored and the nonsense to stop. If that’s not possible, which after talking to Cox, seems unlikely, then please cancel my account. Thanks for your time and attention to this matter.

  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 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 Region

  Customer Answer

  Date: 08/30/2024

  
  
  Complaint: 22169348
  
  
  
  I am rejecting this response because:  the escalation manager, ********, does not have the authority to help me. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 09/10/2024

  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, 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 Region

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  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.

  Cox has been moving their lines from the telephone poles to under ground. My lines were moved a month or two ago.
  
  We have constant outages since they buried the lines. We are down several hours most days during the middle part of the day. This has been ongoing for several weeks now.
  
  I have tried calling them. You get someone that is offshore who obviously does not speak English as their first language, making it difficult to communicate. They are obviously reading from a script and have not the first clue as to what is going on in NW Arkansas. They run you through pointless troubleshooting steps. I am retired IT and recognize a structured process done by non-technical people.
  
  I cannot get through to anyone local that could tell me what is going on. I believe it is related to their line burying project, but they act like these outages are routine matters unrelated to anything else.
  
  We’ve had Cox service for 4 years and until this project moving the lines started, we never had issues. I believe they have created major problems for their customers yet refuse to communicate with us about it locally. The offshore people really don’t have a clue on what is wrong.
  
  I don’t want anything other than reasonable service that does not fail on almost a daily basis through the day. They should have local resources available to their customers dealing with this.
  
  Since I can’t get through to anyone outside their normal support channel, I thought maybe a BBB report might help.

  Business Response

  Date: 08/09/2024

  Cox is actively in communication and working with our customer.  We apologize for any inconvenience.

  Customer Answer

  Date: 08/10/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that they are actively now engaged. However, the root cause of my problem is not resolved. My Internet service is still not stable.
  

  However, I requested I be contacted and they have reached out very helpfully.
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:07/16/2024

  Type:Customer Service Issues
  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.

  In May of 2023 we called out a technician because our router was hotter than usual and our internet was going in and out. The technician confirmed that there was noise in the line and it needed to be dug up and replaced.
  
  In June of 2023 another contractor came out to dig up the lines and refused to do the service because they didn't understand the project.
  
  Since the people over the phone don't seem to know how to check the notes in their system I have to go into the physical storefront to get appointments scheduled. Whatever, I can handle a little drive to get a proper service tech out to my house.
  
  What I won't tolerate a lack of empathy and theft.
  
  Lack of empathy: When I went in to complain about how bad our internet was and if they could do anything monetarily to make it right, I was told "there's no competition near you so probably not". Message received, COX can treat customers like dogs and we just have to be okay with it, there's not enough competition.
  
  Theft: Since May of 2023 we've been experiencing spotty internet signal, losing work 20+ times a day, streaming buffering, lagging while gaming etc. We pay roughly $150 a month for internet. $150 x 14 months = $2100. After I explained to multiple people at COX and hearing their own admission that we didn't get the full amount of service we paid for, the credit I was initially offered was $62, less than 3% of our total cost or this time frame. I asked to speak to a supervisor at which point the employee told me it'd be likely that my credit would decrease if I spoke with management. On top of this, I was told by a tech that our router can't provide the internet speeds we pay for.
  
  How would you feel if you paid $150 a month for internet that didn't work properly and were offered a 3% credit after you have been project managing their service team WHO STILL HASN'T GOTTEN THE JOB DONE. Unacceptable in so many ways.

  Business Response

  Date: 08/08/2024

  Cox made attempts to reach **** ****** in receipt of his complaint; however, we
  did not have the opportunity to speak with them. Should Mr. ****** wish to discuss this matter further, they can
  reach a Cox representative at the contact information provided.
  
  Cox Communications

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  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 May 4th, I had yet ANOTHER connectivity issue/outage with my Cox home internet. This had been the third outage in as many months and I always had to write in to receive any kind of bill credit. The outages also, always happen in the evenings and on the weekends when I actually am home to use my service.
  
  I contacted COX that day to inquire about a bill credit and to suspend my service until I could be contacted to discuss my continual issues with my service. Despite my constantly having buffering when streaming and times when my devices simply won't connect, they continue to just run a speed test, reset the router, and tell me I'm fine.
  
  I was told that day that my service would be put on hold and that I would be contact on Monday, May 5th. Cox continued to bill me for service and never reached out to me until I reached out, twice. My account is current as of the days that I was told my service would be active over the last two months. My service is also set to disconnect on July 1. Unless I am credited back the current balance on my account, you have lost a lifetime customer.

  Business Response

  Date: 08/06/2024

  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 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:07/08/2024

  Type:Service or Repair Issues
  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.

  For the entire month of June I did not have consistent internet service. It goes out daily, many times a day. It has interrupted work meetings and other entertainment purposes. I have called Cox countless times to try and get this resolved, but never can get connected with the right folks. They either pretend to not hear me on the phone, say they are going to transfer me and the call doesn't get transferred and they hang up. I am seeking a full refund for the month of June.

  Business Response

  Date: 08/01/2024

  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.
  
  our records indicated that the customer was able to speak with our representatives in June and also July 2024, regarding the service issues and credits, after speaking with them credits were applied totaling $117.62, also our records indicate for the past three months the customer as used over 1400 GB of data which indicates although there were outages the service was not completely offline and warrants a full month of service, at this time the issue has been resolved and no further action is needed.  
  
  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.