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:10/17/2022

  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.

  Issues almost daily with internet connection. Unable to work due to poor internet quality. I've called customer ********************** multiple times and have been in contact with territory sales rep ************************** I've been told multiple times it will get fixed. That has never happened. Me and my wife are in healthcare. We need stable internet connection for work and carrying out MD orders for patients. This is not able to get done due to very poor internet connections. This is a new community and new housing. The lines have been laid out brand new. There is no excuse for the quality issues we are experiencing with our internet. This is an intermittent problem and it needs to be fixed.

  

  Business Response

  Date: 11/03/2022

  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 November 2, 2022, 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 Executive Escalations on **************. 
  
  
  Best Regards, 
  
  *** - ********** 
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 
  
  
  

  Customer Answer

  Date: 11/06/2022

  There has been no resolution to this complaint. The only information that has been provided is that the issue is still being looked into and work is scheduled to be started next week. "The internet connection is scheduled to be spliced sometime next week" is not a resolution, but rather a status update on what they are attempting to do in order to resolve the issue. As of current, this has not been resolved by the business. 

  

  Business Response

  Date: 11/18/2022

  Dear *********: 
  
  Cox Communications (***) is in receipt of your rebuttal complaint filed through the Better Business Bureau.? 
  
  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 you have experienced, however a resolution has been reached. On November 17, 2022, our Field Service Team spoke with you and our team made corrections to your service connection on November 18, 2022.   
  
  If you have any questions or concerns regarding your account, please contact our Executive Escalations on **************. 
  
  
  Best Regards, 
  
  *** - ********** 
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 
  
  
  

  Customer Answer

  Date: 11/22/2022

  
  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,
  
  Sae ***
  
   
  

• Initial Complaint

  Date:10/17/2022

  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 have been a *** customer for many years. They are the only service that offers WiFi in our area. We pay for phone, WiFi and ** connections. They consistently raise our rates. We were just about$300 per month for these services. We are in on our seventies and on a fixed income. The automatic raises are too much for us. I periodically checked to see the cost of just WiFi $99 and phone $20. I was reluctant to cancel since my internet skills are limited. We finally decided to cut the cable and try streaming. When I called *** last week they said our rate for phone and internet would be $168,66. With that we decided to keep our service. Meanwhile, our son helped us with streaming. Today I called *** to cut the ** portion. Now our monthly bill was going to be $188.66 (one week later). I was livid. After 40 minutes he reduced the price to $168.66. My son has wifi and phone with *** and pays $120, but he argues better than I do. He called them today as a new customer as was given the $120 quote. I feel so helpless. They have a monopoly on the WiFi signal and they are overcharging their senior customers. I need your help. They need to be stopped.

  

  Business Response

  Date: 10/27/2022

  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 received an email advising you are out of the country and will contact us after November 12, 2022.  We will work to provide 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:10/13/2022

  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.

  On 9/17/22, my 81 year old father wanted to watch a boxing match on PPV - Canelo VS GGG. The ** prompted us to call *** in order to purchase. I called and spoke to three different people - the first said there was technical issues with billing, although my bill was not yet due (due on 9/29) and was on automatic payments. I was transferred to another person who told me the same thing - technical issues with billing and they couldn't see why it wasn't allowing us to purchase. It could not be purchased by the rep and billed to us either. I paid my bill online right then, to see if that would fix the issue, despite my account being on automatic payments. Paying the bill did not fix the system issue. I was transferred to a third person who was able to tell me that our bill was going to be above $500 and at that point, purchases are restricted. While that seemed strange to me, she was able to fix this issue and we saw that my father had been purchasing subscriptions and movies, unknowingly. He simply didn't realize what he was doing and didn't watch most of the movies. On 10/12/22 @ approx 8:30pm, I finally had a chance to fully review the bills and saw that there were three multiple purchases - Triple Threat $5.99 (6/21 & 29), The Black Phone $19.99 (7/19 & 25), and Spongebob the Movie $2.99 (7/27 & 29). I contacted support to see if I could have a courtesy refund, considering the circumstances, as I'm willing to pay for the other charges since I should have checked our bill. I was told by Mgr ********** via Chat, that a courtesy credit was not available after 60 days and that my request would not be escalated. I was asking for a courtesy credit of $28.97 - the problem was discovered, I'm paying for the rest as I should've checked the bill. I was declined help by ********** after **************** was unhelpful, unresponsive, and hung up the chat on me. I work and care for my father; I was not asking for much. Lastly, the practice of charging twice for a purchase seems unethical.

  

  Business Response

  Date: 10/24/2022

  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 October 24, 2022 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 Executive Escalations on **************. 
  
  
  Best Regards, 
  
  *** - ********** 
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 

  Customer Answer

  Date: 10/27/2022

  
  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:10/10/2022

  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.

  Company continues to charge me for canceled services 2 month after canceling the service and threatens to send to send amounts to collections. Upon canceling the service I ensured the count had no remaining balance by speaking to a representative directly. The company charged me for 2 additional months even after canceling the service.

  

  Business Response

  Date: 10/31/2022

  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:10/10/2022

  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 closed my account with ***. Everything was fine until I kept receiving a bill, I then confirmed with *** that I closed account and no longer lived at address. They apologized and admitted their error and said they would remove charge. Less than month later I receive another email of passed due balance. Again call to resolve issue this time they assure me not to be alarmed that the bill credit would process. Less than month later receive another bill notice. I call and ask to be escalated to some one to resolve this issue that keeps happening now three months removed from their services. Same story *** customer retention assures me this bill is not my responsibility and they will speak to billing / delinquent payments to prevent any more issues. Now I receive an alert on my credit report, I now have a collections from *** for the $110!!! This is beyond frustrating. I paid everything I owe never was late or miss a payment and still they send to collections.

  

  Business Response

  Date: 10/21/2022

  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 October 21, 2022, 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 Executive Escalations on **************. 
  
  
  Best Regards, 
  
  *** - ********** 
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 

• Initial Complaint

  Date:10/05/2022

  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 was told about free Internet service for low income students through my childs school. I went to apply at Cox communications, on the phone someone said they didnt know anything about the program, but then I was directed to the appropriate site.I logged in as a existing customer as instructed. From there I just got sent on a loop and there was no where to apply for the service, just information about the service.I attempted twice to chat with someone online, to no avail they just kept telling me to go to the same site.I spoke with someone on the phone twice, nor were they able to help me they continue to tell me to go to the site. When I asked them to open their computer and look at it with me they said that option was not available.This is a government subsidized program for free Internet to low income students. I believe that *** is not providing this service as they are appointed and subsidized to do.I believe I am eligible to receive this service for my child for her online school, but I have no way to apply for it because *** is the only one offering it in my area but they do not provide any assistance to applicants.

  

  Business Response

  Date: 10/19/2022

  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 October 11, 2022, we called you and have provided a resolution for the concerns brought ** 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:09/26/2022

  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 Communications calls me and emails me telling me to 'pay my bill',when, in fact, I already have done so!This has happened again this month and in months past.They have raised my monthly charges again, without informing me, approximately 2 months ago.Because they are impossible to get a hold of, (placed on hold multiple times and having to speak to multiple people), and ONCE AGAIN explain these 'issues' to them, I am turning to BBB, as it is the ONLY way to get corrections and answers.I have overpaid on their bills, and am seriously wondering....are there now TWO bills on my accounts?We notice slowing of internet and wonder why they do this?Please, can they clear up these billing issues and go back to the promised rate given just a few months ago and only send us ONE bill per month and not two or more?Tired, Frustrated and Angry!account? They come at differing times and now increasing amounts.We are at wits end, to be honest.I even believe they have been slowing down our internet, on and off, for perceived 'late bill payments', when in fact, we are up-to-date on our bill payments!!!get an answer and a correction.

  

  Business Response

  Date: 09/28/2022

  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 

  Customer Answer

  Date: 10/08/2022

  
  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:09/16/2022

  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.

  When I called *** For the service , they gave me $39.99/month for the internet. And they told me that plan is unlimited data . Last month they charged me $99.99 on the bill . It's over $60 overcharge . And they said my plan has limited data . I never heard any internet service has limited data . Spectrum, ******* , ******** they all unlimited data plan . I was so surprised that when they told me my plan has limited data today .

  

  Business Response

  Date: 09/16/2022

  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 September 16,2022 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 Executive Escalations on **************. 
  
  
  Best Regards, 
  
  *** - ********** 
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team- 

• Initial Complaint

  Date:09/07/2022

  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.

  *** upgraded my Internet service and sent their technician to install it. The system required a new modem which the technician installed.I asked him if I should bring the old modem to a local *** store to return the old modem. I even asked him again.He said no he would take it back to their store and make sure it's recorded in the *** system.*** billed me $200 for the old modem even though I returned it to the technician.I have tried 3 or 4 times to speak with *** customer ********************** and they always assure me that the $200 will be credited to my account. It never happens.They have sent me texts and emails threatening to cancel my service. I spoke with them again today and the *** representative said if I don't pay, the service would be cut off! Since they had me "over a barrel", I paid their invoice because I can't afford to lose my internet service as its critical to my household's financial and social life. Unfortunately *** is the only high speed ISP available in my area. My wife and I have ~800 credit scores and have NEVER MISSED A PAYMENT in our 60 years. Please check.On top of being cheated out of $200, I am concerned that they *** will try and negatively impact my credit scores. Please Help!Details Below:Date of Upgrade/Installation - Mid-July 2022 Paid *** $200 *** Committed to crediting my account for $200 during several conversations with them.Nature of dispute - See write-up above *** never resolved the problem despite several phone calls.Account Number ************* I'm looking forward to hearing your results.Thanks,************************* ************

  

  Business Response

  Date: 09/15/2022

  Dear *************************, 
  
  Cox Communications (***) is in receipt of your rebuttal complaint filed through the Better Business Bureau. 
  
  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 

  Customer Answer

  Date: 09/22/2022

  I received 2 voice mails from ******** with ***** executive offices. She said that she authorized crediting my account for the $200. She also said there was no need to call back as it was already done.  I have attached the most recent voice mail for you review.

  Once again, *** is not doing what they say. I guess they are hoping I'd forget about it.

  Please make sure they follow through with the credit.  This is taking days of effort to complete.

  

  Business Response

  Date: 09/28/2022

  Dear *************************,Cox Communications (***) is in receipt of your rebuttal complaint filed through the Better Business Bureau.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 TeamTell ** why here...

• Initial Complaint

  Date:08/18/2022

  Type:Sales and Advertising 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 Communications has been ripping me off for the entire time I have had their service. They are not providing one-third of the internet speeds I pay for. Their customer ********************** keeps passing me around to various departments- providing varying details about a so-called outage- their live chat rep ended the chat when I asked how long the supposed outage has been going on. I believe I have NEVER had the speeds I pay for and at this time, these slow speeds are costing me a Work From Home job offer with the *******************.

  

  Business Response

  Date: 08/31/2022

  Tell us why
  
  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 August 25, 2022, we called you and have provided a resolution for the concerns brought ** in your complaint.
  
  If you have any questions or concerns regarding your account, please contact our Customer ********************** department on **************.  
  
  Best Regards, 
  
  *** - ********** 
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team- here...