Complaints

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

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  Cox Communications

  5159 Federal Blvd San Diego, CA 92105-5428

  
• 

  Cox Communications

  29947 Avenida De Las Bandera Rcho Sta Marg, CA 92688-2113

  

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:06/22/2025

  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.

  I HAD BROUGHT MY PHONE TO COMPANY HOPING IT WAS A BETTER PRICE basically my sim card quit working a total of 3 times. They made me pay ***** each time except this last time. I paid 5.00. I had explained to the chat person online my phone quit working in May. I had no phone nothing unless connected to a Wi-Fi. I asked fir a credit they said no. I was furious because obviously i needed my phone for work,I went in the San Diego store told them the problem which they brushed off. didn't give me an answer made me pay for a sim card. I am asking for a credit for these months that my phone wouldn't work, they wouldn't let me port out my original number now i have a huge headache in giving everyone my number. I left *** i cant deal with them i had no signal at my work which is a pharmacy

  

  Business Response

  Date: 06/30/2025

  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 reached out to our customer to address their concerns, however, our attempts to reach them have been unsuccessful. Once we can 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 Resolutions
  Cox Communications

• Initial Complaint

  Date:06/21/2025

  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.

  I was charged a one time fee refunded that one time fee recharged that one fee and was told that I would be refunded that one time fee again, andthat put me into a past due balance affecting my credit the amount of hours I spent days and hours on hold with representatives that couldn't resolve my issue. me to other individuals that couldn't resolve And then others that promised that the issue was resolved and clearly wasn't. This company is ridiculous. This is by far the worst company I've ever dealt with. I am into a weekend with no service because I was lied to by a representative that my issue was resolved and it wasn't and now I'mpast due and it's reflecting on my credit When this issue gets resolved, I will be finding new service

  

  Business Response

  Date: 06/26/2025

  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 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 Resolutions
  
  

• Initial Complaint

  Date:06/18/2025

  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.

  Complaint Regarding Cox Communications Poor Customer ********************** and Unreasonable Billing.I am writing to formally express my deep dissatisfaction with the service I have received from Cox Communications. Every interaction Ive had with their customer ********************** over time has been increasingly frustrating and unproductivebut todays experience was by far the worst.I made four separate calls trying to discuss options for reducing my 90-year-old mothers nearly $300 monthly bill. Despite clearly explaining the situation each time, I was met with dropped calls, transfers to unhelpful representatives, and a complete lack of ******************* 1: The agent attempted to transfer me, and the call was ************ 2: I was transferred to someone in ********* who couldnt help ******* 3: I asked to speak with a U.S.-based representative, but before I could finish explaining, the agent abruptly transferred me ********** 4: I asked to speak with a U.S.-based manager. The individual who came on the line refused to confirm if he was a manager and, after I explained the situation thoroughly, dismissively asked, So, what is it that you want to be done?Three out of the four agents I spoke with were completely unhelpful and appeared unwilling or unable to listen or resolve the issue. Not once during this ordeal did I feel that I was speaking to someone empowered or trained to help.This is not just about poor customer ************************* about the treatment of an elderly customer and the complete lack of empathy or effort to provide reasonable support or billing options. Instead, *** continues to raise prices while delivering subpar service and ********** this point, I am seriously considering switching providerssomething I should have done a long time ago. Im sharing this complaint in hopes that Cox Communications takes responsibility and begins treating customers with the basic respect and competence they deserve.

  

  Business Response

  Date: 06/20/2025

  Cox Communications (***) 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 *** account on June 20, 2025 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 ********************** department at **************.
  
  Best Regards, 
  
  *******************
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 

• Initial Complaint

  Date:06/10/2025

  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.

  6/2/25 @ 4:09pm Request any upcoming discount as $13 was expiring as of Sat 6/7/25. No discount available & bill will increase to $211 from $198. Received email stating I made account changes. @ 5:24pm. Called asking why account changed. I was removed from grandfather status, told my equipment was old and will stop working at any moment. No charge to update and made technician apt for Sat 6/7 at 10 Added *** has been included and price would remain $211/mth. Email stated charge will be $236/mth @ 7:15 called again to inquire. Was told Im not grandfathered, and still lists $211. I do not have this email. Questioned on grandfathers plan and transferred to retention. Per Retention, I can get back $198/mth, but no changes can be made until service order is completed. Also told grandfathered plans are more expensive, unable to apply discounts and they were probably trying to get a better rate. Was told to call back when service order is done. 6/7/25 @ 10am. Technician switched to fiber optic and had one box informing box is for 1 TV, not all TVs. Email received that bill is $238/mth. 6/10/25 @ 12:16pm ************* he claimed nothing can be done in the lowest is 238 per month. Because grandfather plan removed, it went up and cannot get it back down. And no way to put it back once removed. He also informed there is nobody I can speak to as this is the lowest rate and hes the last resort. I did not ask for any changes and now monthly bill has increased $40 instead of $13.

  

  Business Response

  Date: 06/11/2025

  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 **********************. As a customer ******************************* 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 
  Cox Communications 

• Initial Complaint

  Date:06/04/2025

  Type:Order 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.

  5/30/25 transfer service requested w/confirmation 6/2/25 contact multiple times for no web in old or new location, no help provided/equipment finally shipped 6/3/25 equipment did not work, multiple attempts & wrong info provided, advised retention **** to cancel account 4pm they promised service would work within 1 hr, 6-8 tried multiple call ************ provided wrong info again, refused to send technician next day had to wait 2 days for next appt but working from home with no web since 5/30 unacceptable so said cancel account & refused bc retention **** closed now. Same thing 1 yr prior equipment sent is faulty requiring tech to come & have to pay tech fee - shady business! Cant correct issues via phone, refuses to cancel accounts & forces customers to jump through hoops wasting valuable time.

  

  Business Response

  Date: 06/05/2025

  Dear ******* ****,
  
  Cox Communications (***) 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 *** account on June 4, 2025, 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 ********************** department at **************.
  
  Best Regards, 
  
  *******************
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 
  

  Customer Answer

  Date: 06/06/2025

  while the business called there was absolutely no resolution offered or accepted & I have since found a company that values customers 

  

  Business Response

  Date: 06/09/2025

  Dear ******* ****,
  
  Cox Communications (***) is in receipt of your rebuttal complaint filed through the Better Business Bureau.
  
  Our Executive Escalation team member spoke with you regarding your *** account on June 6, 2025, and have provided a resolution for the concerns brought up in your complaint.
  
  It is always our goal to provide our customers with exemplary customer **********************. As a customer ******************************* company, we know that our success largely depends on our customers' perception of our employees, as well as our company.
  
  If you have any questions or concerns regarding your account, please contact our Customer ********************** department at ************.
  
  
  Best Regards,
  
  *******************
  ----------------------------------------------------------------------------------------
  The Executive Escalations Team
  

• Initial Complaint

  Date:06/03/2025

  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.

  I received an email from *** requesting that I approve the increase in my monthly pay rate to $148. I called to dispute this amount because I had applied for the Connect To Assist program in Feb 2025 and was barely able to afford the $119.58 per month for cable and internet. My income is $1,300 per month. I called *** yesterday and spoke with "****," who tried to convince me that my Connect To Assist program was no longer in effect. I didn't believe him, so I called the Connect to Assist program and was told that he was "trying to upsell" my service. I would like to complain about this practice for those whose income is devastatingly low, including myself. Upsell practices should be considered unethical for ********** customers.

  

  Business Response

  Date: 06/04/2025

  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. 
  
  It is always our goal to provide our customers with exemplary customer **********************. As a customer ********************** 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 have contacted the customer directly to address their concerns and have provided a successful resolution
  
  We appreciate the opportunity that the BBB has given to us to assist our customer. 
  
  
  ***** *.
  Executive Resolutions
  Cox Communications

• Initial Complaint

  Date:05/29/2025

  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 last 2 months, *** cable and internet shut down and i have to wait about 5 to 10 min for it to come back on. I called to complain and they said i would have to pay 80 dollars for someone to come out..m what!? Why? Its your issue! Then they said to get a monthly service for 50 dollars a month to have a technician come out... wow! Been with *** for almost 40 years. I asked my neighbors how much they pay for cable and internet and realized I'm getting charged way more than others. I called to see if I could get a better deal and the agent said in order to get a better deal i would need to purchase a cell phone with them i said no thank you, I didn't need a new cell as my daughter pays for my cell phone bill but he kept insisting and I told him to please stop offering me the phone because I will not take it and what other options did he have for me. The agent said AGAIN for now the 6th or 7th time "the best option we have is for you to get the phone" I said i would hang up if he offered me the phone again he quoted me another option for 20 dollars less on my bill then said but you should get the phone that's the best deal, I hung up and called back another agent quoted me A DIFFERENT price and when I told him another agent offered me a better price he said "well why didn't you take it?" I asked him why he couldn't offer me the same quote his co worker offered me? Then he said hold on and put me on hold for over 7 min that I disconnected the line. I wish I could get another provider but *** has monopolized out complex so I cannot get another provider I need my internet/cable fixed, im paying over 300 a month for a provider that goes in n out about 10 to 20 times a day

  

  Business Response

  Date: 06/03/2025

  Dear Maribel ,
  Cox Communications (***) 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.
  

  We have reached out to you to address your concerns,however, our attempts to reach you have been unsuccessful. Once we are able to speak with you and verify your account, we can address your concerns and provide a successful resolution.
  

  If you have any questions or concerns regarding your account, please contact our Customer ********************** department at ************.
  

  Best Regards,
  

  *** - **********
  ----------------------------------------------------------------------------------------
  The Executive Escalations Team

• Initial Complaint

  Date:05/12/2025

  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.

  I called to eliminate some of the cable items, for example, movie pack, show time, Max, etc. I spent 40 minutes with them on the phone, then transferred me to the wrong **** and had to start over, which I did, then after ********************************* This happened 3 more times. It has become impossible to communicate with them. They cannot fix my issue. This is the worst customer ********************** I have ever seen in my life. I

  

  Business Response

  Date: 05/12/2025

  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 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 **********************. As a customer ********************** 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
  Cox Communications, ***********

  Customer Answer

  Date: 05/14/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ********
  
   
  

• Initial Complaint

  Date:05/07/2025

  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.

  Service Deception, Billing Abuse, and Consumer Rights Violation My formal complaint against Cox Communications involves serious misconduct including deceptive billing, refusal to correct a known error, and intentional obstruction of customer ************************* the end of March or beginning of April, I upgraded my *** Internet plan via the app after repeated technical issues, which I later discovered were due to unauthorized access, a documented flagged IP address and suspected hacking of my computer systems and all devices, not the internet. After realizing this, I attempted to revert to my original $50/month plan (used just 10 hours earlier). I tried to make the change through the app and live chat, but later learned from a *** Executive that the agent was a bot. *** still refused to honor the downgrade and continued charging nearly $300/month for unnecessary services I did not request.I reported this to the BBB. A *** Executive then contacted me, acknowledged the error, confirmed it could be fixed, and said shed help. During the call, my phone died. Before that, she pushed *** Mobile, even after I declined repeatedly and explained I was in crisis with business-related issues and identity theft. I asked her to stop and just fix the issue. She told me to call her back once charged and she'd resolve it easily.On May 6, I called again. She did not answer so I then called the billing department. Despite explaining my urgent need for reliable service, I was put on hold for nearly 2 hours (screenshot attached). Two agents deflected and delayed. A manager never came.This violates:A.R.S. ******* *** CPNI Rules FTC Act 5 CFPB billing protections I demand:Immediate refund of all overcharges Written confirmation of service correction Acknowledgment of wrongdoing Formal apology If not resolved, I will pursue legal action next week.

  

  Business Response

  Date: 05/08/2025

  Dear **** ******,

  
  Cox Communications (***) 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.
  We have reached out to you to address your concerns,however, our attempts to reach you have been unsuccessful. Once we are able to speak with you and verify your account, we can address your concerns and provide a successful resolution.
  If you have any questions or concerns regarding your account, please contact our Customer ********************** department at ************.
  

  Best Regards,
  *** - **********
  ----------------------------------------------------------------------------------------
  The Executive Escalations Team

• Initial Complaint

  Date:05/06/2025

  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 signed up for *** Internet and was guaranteed that my services would be for 500 mbps for $49.99/month and was assured this was not a promotional deal and my bill would not increase unless I changed the services. This month I got a notification they are now going to charge me $80.99-109.00/month for the same mbps, in violation of our original agreement.

  

  Business Response

  Date: 05/14/2025

  Dear ***** Will, 
  
  Cox Communications (***) 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 *** account on May 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 ********************** department at **************. 
  
  Best Regards,? 
  
  ************************;
  ----------------------------------------------------------------------------------------? 
  The Executive Escalations Team?