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:08/18/2022

  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 depend on internet service due to work from home and for a complicated medical monitoring, My internet has been down for several days. The technician came out and was not helpful nor made sense, issue they mentioned was on the box outside, Im waiting to here an eta to get resolved and also have a manager call and close the loop to help

  

  Business Response

  Date: 08/25/2022

  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 records show you are not the account holder nor an authorized user at the address provided in the ******************** complaint. Without authorization at the service address listed in the complaint, we cannot provide you with information about this specific account.?  
  
  If the account holder would like assistance over the phone or if the account holder would like to add you as an authorized user to the account, please contact ** at **************.??  
  
  
  Best Regards,  
  
  *** - **********  
  ----------------------------------------------------------------------------------------  
  The Executive Escalations Team 
  

• Initial Complaint

  Date:08/17/2022

  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.

  I have Connect Assist with *** which is a federally assisted service for internet. I no doubt believe that because I have this low-income benefit that I am being intentionally discriminated by Cox Communications. I transfer to their Connect Assist customer ********************** and no one speaks to me respectfully or is willing to help correct my issue. I'm on hold for hours waiting to talk to someone versus my neighbors who have normal plans with *** and are able to get assistance within a few mins when they call. I've had Connect Assist for 5 weeks and in those 5 weeks, I am not even able to access my account online. I've been calling every day for 5 weeks and the issue is still not resolved. I've called *** corporate office escalations and no one returns my call.

  

  Business Response

  Date: 08/26/2022

  
  
  
  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 August 26, 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- 
  

  Customer Answer

  Date: 09/07/2022

  
  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:08/16/2022

  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.

  On 7/20/22, I went to the *** Quail Hill store and canceled my cable TV, and upgraded my internet to a higher speed level. I was given the offer of $59.99 for two years and was told my modem would work with the upgrade. I received email a few days later informing me to call in and that *** couldn't complete the work order and needed to talk with me first. I called in *************) and spoke with **** who informed me that my modem would not work with the upgrade and that I needed to add the *** Panoramic WiFi gateway. The cost was an additional $5 per month, $64.38 (59.38+5). She then informed me that I could get $10 credit per month if I paid with Auto Pay and that I would pay $54.38 per month. I agreed and went back in to the store to pick up the *** Gateway. I just received my second bill and there was no $10 discount on either bill. I called in today and was left on hold for ********************************************************************** that there is no such discount for auto pay and she couldn't see any other discounts on my account. This is the second time that *** has offered me a discount of some sort by phone, but has not honored their word, and thus my second dispute filed. I feel duped into upgrading to the *** gateway and paying more than what the guy in the store set up for me. I would like to make sure *** stops quoting an Auto Pay discount when there isn't one. *** is lucky I didn't cancel the internet along with Cable at this point. I continue to have very little trust in ***, and am an unhappy customer.

  

  Business Response

  Date: 08/25/2022

  Tell us why here...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:08/15/2022

  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.

  *** Telecommunications engages in predatory business practices. I have sought to cancel my account with *** for over a month. *** Telecommunications does not allow customers to cancel their service online. At first, *** employees repeatedly and regularly disrupted or ended my calls. Then, an employee claimed to have cancelled my account without actually doing so. Lastly, *** blocked my phone number to prevent me from being able to cancel my account. This is deliberate and pernicious effort to take advantage of customers. *** Telecommunications must immediately cancel my account and cease charges. As a disabled veteran, I find this behavior disgusting. Imagine a low-income family or elderly person trying to cancel services. *** Telecommunications business practices deserve censure and are clearly designed to take advantage of vulnerable citizens.

  

  Business Response

  Date: 08/24/2022

  Tell us why here...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 24, 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- 

• Initial Complaint

  Date:08/11/2022

  Type:Sales and Advertising 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 8/10/2022, I called *** to cancel my internet service. I was assigned to speak with *******, employee number ******. As is typical, he offered me special promotions to retain me as a customer. I clearly stated that I was not interested in discussing *** promotions or the details of my choice to switch to other internet providers. The representative kept me on the line for over 20 minutes because I did not want to discuss details of my choice in alternative internet providers. I was also denied a request to speak with a supervisor or provided information on how to speak with a supervisor if one was not available. He kept me on the line for over 20 minutes for a cancellation request that should have taken a few minutes had my requests been respected. I am concerned that *** teaches bullying tactics to gather information about their competitors irrespective of the customers request to opt out of questioning.

  

  Business Response

  Date: 09/12/2022

  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 12, 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  department at **************  
  
  
  Best Regards, 
  
  *** - ********** 
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team- 

• Initial Complaint

  Date:08/09/2022

  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.

  09 aug2022 I was on the phone trying to cancel my *** service. While on the phone, they told me that there was a $30 cancelation fee for the bill of the current month. Having credit on my account, it ended up getting waved. I proceeded with canceling. After they already set the day of cancellation, not mentioning any sort of extra fees or anything, they stated that I would need to pay $105 for the bill cycle of the current month, completely going against what they said earlier. Not only did they say the $30 was for the current cycle, but they also failed to inform me about any further charges to my account. This is an unacceptable way to treat a customer who has spent about **** dollars on their services. We aren't the most well off and not telling a customer that there's going to be an extra $105 fee could put someone in a really bad place.

  

  Business Response

  Date: 08/29/2022

  Tell us why here...
  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:08/09/2022

  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.

  I used to live in an apartment complex ****** *****. We used *** services in that community. When we moved out we took the internet modem by accident. I was advise to return to ***, I did; the associates there told me they couldn't accept it and I had to return it to the ****** of ****** *****. So I did, I handed the modem to the manager, ***************************. She stated she had reported it but she'll let *** know it was returned. *** has been harassing me by ************** threatening a fee of $200 & delinquent on my credit score. I've communicated back that I have taken care of my due diligence I followed everyone's instructions and I shouldn't be threatened about a modem I do not have in my possession. ***** advise that coz associates can go pick it up from her since they're close and I no longer live in the area. I'm still getting emails, there's points dinged on my credit score and I've already expiring. ** covid this year and financial troubles. I DO NOT need nor want more chaos from ***. I have email screenshots from Nov 2021 to now summer 2022. This is exhausting and it is not my job to be a deliverer for *** when their employees misinformed steps. As ***** has mentioned, they can go pick it up themselves. I can not afford to pay $200 for something I DO NOT HAVE!!!!!! And the audacity to report my credit score!?? *** employees SENT ME TO RETURN TO THE CANYON ***** APARTMENT- the manager *************************** CONFIRMS ITS STILL IN HER OFFICE!!! please FIX THIS AND LEAVE ME ALONE!

  

  Business Response

  Date: 09/08/2022

  Tell us why here...
  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:08/06/2022

  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.

  Due to declining health of 92 year old resident, 1) removed one tv in home 2) asked *** to a) eliminate DVR, b) eliminate 2 sports packages and c) eliminate one contour box. Started the process at the *** store, dropping off one contour box, in ************ on May 26th who could not assist. Gave us Loyalty phone number, so we called. They could not assist but promised a $50 credit to till and sent a *** sent tech to address on May 29th, resulting in no service for multiple days. Online chat withCox on May 31st . Sent tech to address on June 15th. Service came back up, tech swapped out one contour box and took the dvr. ******************* $72 (vs. $20). Chatted online two more times. Called on August 5th. After one hour on phone, Phone rep was taking a "ticket". He asked us to return the dvr and contour box (which has already occurred). Before the conversation was over, my phone call was forwarded back to the switchboard. Note, we pay $10 a month of "special service". And this is elder abuse.

  

  Business Response

  Date: 09/01/2022

  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 August 29, 2022, 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:08/05/2022

  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.

  *** Cable is the only coaxial internet provider that services my street.7/30/22: Order for install placed 8/2/22: Tech comes out, however, didnt have the knowledge and/or ability to complete the install. Re-schedules.8/4/22: Scheduled for morning. Tech no show no calls. I contact and they apologize saying re-scheduled for afternoon. Tech AGAIN no show no calls. After several calls with disconnects etc I am told no one can now be out until 8/10/22. I start work on 8/8/22 and need hardwired internet to complete my job. I will now be out of work/$ for 3 days due to *** Cable inability to efficiently manage their tech schedules.

  

  Business Response

  Date: 08/08/2022

  Tell us why here...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 July 22, 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- 

  Customer Answer

  Date: 09/07/2022

  
  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.  This business did address immediately and the work has already been completed. 
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:08/01/2022

  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.

  *** has been trimming half of our tree that is touching their cable line. In doing so, they made the tree heavier on one side and it is now at risk of falling on our house. *** is refusing to trim the whole tree to make it even, claiming they only touch what is directly affecting their infrastructure. This tree and our house were both here prior to them running the line, and this is now a hazard that they have created. They need to trim the entire tree evenly so it is no longer at risk of falling on our home due to their actions. We have had SDGE come out to inspect as well and verified that they have never trimmed the tree as it has never reached the power line, *** alone is responsible.

  

  Business Response

  Date: 08/11/2022

  Tell us why here...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