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:02/17/2025

  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 have not had great internet service at my house. In addition, *** had charged me an unnecessary $25 fee. The fee has been removed. However, I still have only mediocre service at my house. A *** service person came to the house. He said I had a poor internet connection in the main house. He said he would charge me $100 to do a repair, but it might not fix the problem. He wanted to put the modem in the back office or cut a hole in the wall in the back office, but he wasn't sure if either would fix the problem. He was not willing to leave the internet open at both the back office and the main house so we could see where the better internet was. The bottom line is that *** seems to want extra money to provide basic internet service, and they are not willing to leave two internet ports open so I can find out where the internet is actually best. I would appreciate if they could please do that and provide some solution where we can have internet other than having the modem in my back office where I have limited space.

  

  Business Response

  Date: 02/25/2025

  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 February 19, 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:02/16/2025

  Type:Product 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.

  Hello. On January 28, 2025 I contacted *** by phone to change my internet and phone service. The person who helped me was *******. I was provided an offer of 500 mbps for approximately $58 per month for 60 months which I agreed to. I would also be terminating my land line. ******* stated he would be submitting the change order and there was no action on my part.A while later I received a cryptic email form ***. I once again called in this time speaking with ******** who confirmed the order was pending and stated no action is necessary on my ********** I received my latest monthly bill only to find no changes were made. I contacted *** via chat but they were unresponsive.I want someone from *** to review my account and fix whatever they have failed to do, including changing my amount due on the latest invoice. Once this is complete have a supervisor or manager contact me. Thank you.

  

  Business Response

  Date: 02/20/2025

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

  Customer Answer

  Date: 02/25/2025

  
  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.
  
  Thank you for your assistance.
  
  
  Regards,
  
  ****** ****
  
   
  

• Initial Complaint

  Date:02/14/2025

  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 am filing this complaint against Cox Communications regarding a billing dispute for services I never ******* December, I transferred my *** account from my old apartment to my new address. However, upon noticing that my bill was significantly higher than before, I immediately contacted *** to cancel the service. Unfortunately, I was unable to do so because I did not know my account PIN, and Coxs customer ********************** provided no assistance in resolving the issue. Despite multiple attempts to cancel, the account remained active against my wishes.Since moving into my new residence, I have never connected any devices or used the service in any way, yet Cox Communications has continued to bill me. They are now demanding $560 for services that were never utilized. I formally disputed the charges, but *** has refused to remove them.Additionally, I made numerous attempts to contact Cox Communications, but I was continuously transferred between representatives who were either unable to assist or did not know who to direct me to. This frustrating cycle made it impossible to resolve the issue, leaving me stuck with charges for a service I never used.I believe Cox Communications is engaging in unfair billing practices by charging me for a service I never used, while also failing to provide reasonable assistance in canceling the account. I am requesting that *** remove these unjust charges immediately.Thank you.

  

  Business Response

  Date: 02/21/2025

  Dear Cayley Cram,? 

  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 February 18 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:02/11/2025

  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 got the service this January, and have had issues since the beginning. After multiple chats and calls with customer **********************, they finally acknowledged that I was in fact having connections issues and suggested they send a tech out. I was told I would only be charged if the issue was on my end. After the Tech service, he also confirmed I would not be charged since the issue was outside the home. Currently, *** support refuses to help me on this issue and instead keeps saying that they can't do anything about the extra charge I received for no reason.

  

  Business Response

  Date: 02/19/2025

  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 Resolution Specialist
  Cox Communications, ***********

• Initial Complaint

  Date:02/04/2025

  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 previously cancelled my services with ox because of pricing and went with a competitor. Because of issues I was already having with the competitor I called on Monday February 3 and talked to a *** representative. I stated specifically that I wanted a quote on the exact same services and equipment that I previously was paying for. He then stated that the internet that I previously had, which was 300mb/sec was no longer available and said that there was 250 and 500mb/sec available. I said to give me a quote on both and he stated $224.79 for the 250 and $230.06 for the 500 and he could guarantee this price for 2 years if I accepted that day. I asked again if this was the same tv and equipment that I previously had and he stated yes. I was guaranteed this package for 2 ***********, after installing the equipment, I get a statement that says my monthly change will be $247.97. I then called customer ********************** and was told that there was a rate increase and that was going to be my changes. I then said that you didn't have a rate increase overnight plus I was guaranteed the $230.06 for two years when I placed the order

  

  Business Response

  Date: 02/12/2025

  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 February 12, 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: 02/18/2025

  
  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:01/31/2025

  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 live in ********** and Ive been having connectivity issues with my *** Internet often on now for years. A few years ago, I had them come out and replace all the wiring from the pole to my house and had them check the wiring in myhouse. They checked my equipment, my modem they found nothing wrong. Yet I continue to have my Internet drop out and reset my modem at random sometimes several times a day, interrupting streaming interrupting conference calls zoom meetings whileI was working at home. This is extremely annoying problem and Im paying almost $100 a month for a reliable Internet service thats supposed to be up to 500 Mb per second it never is! Every time I call *** they say theres nothing wrong with their service no reported outages and they always try to sell me a larger ormore powerful modem or a mesh modem or they always try to upgrade my service to higher speed, but of course they want more money for all that. I tell them that I dont need higher speeds. Im happy with up to 500 Mb per second even though it never gets that high. I want is reliable Internet service that doesnt reset my modem at random several times a day. I replaced my modem recently, and I called customer ********************** for my modem, (which is ********* which is on Coxs modem compatibility list on their website) And they are telling me that *** is pushing a weak signal to my modem. I did a check of my neighbors in our local neighborhood website and several posts have been made about the poor reliability of the *** Internetservice in this area of our neighborhood. Of course *** is pretty much the only cable cable Internet provider in my neighborhood so they have a virtual monopoly in this area. I dont feel that Im getting my moneys worth from *** in terms of reliable Internet service up to 500 Mb per second and I they should be issuing me refunds every month until this issue is resolved.

  

  Business Response

  Date: 02/11/2025

  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 February 11, 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: 02/21/2025

  
  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, however, since they are still monitoring the problem, I really need more time.   I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  
  
  Regards,
  
  ***** ******
  
   
  

• Initial Complaint

  Date:01/28/2025

  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 have repeatedly made requests through *** online service to delete all my information from their systems, as I had begun receiving mail solicitations for services I neither requested nor want. I made these requests at the end of last year and January of 2025. Both times I received automated email responses that no information exists. Yet, I am still receiving solicitations.

  

  Business Response

  Date: 02/25/2025

  Dear ***** *******, 
  
  Cox Communications (***) is in receipt of your complaint filed through the Better Business Bureau.
  
  We truly appreciate your partnership as we work to address your concerns. It is our intent to provide the best, most efficient service possible and to resolve your concerns expeditiously. In response to your ongoing concerns regarding your services, an Executive Escalations Specialist was assigned to personally assist you with your account.
  

  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 delay.  
  
  Best Regards,? 
  ?************ Region 
  ----------------------------------------------------------------------------------------? 
  The Executive Escalations Team? 
  

  
  

  Customer Answer

  Date: 02/27/2025

  I do not accept the company's response. ******, the representative from whom I received an email, sent me a link to COX Communications' Social Media page. This redirected me to a page for *** that I have already submitted requests prior. Still, my information is not being deleted. ****** transferred me to a department, that transferred me to another department, that transferred me to another department. Not one of these representatives could assist me because I don't have a *** account. I called ****** again. She  proceeded to ask me for password or security information for an account I canceled years ago, and requested all my information be deleted. I told her I am not interested in reactivating my account and that I DO NOT want to continue receiving solicitations.  She then stated she would have someone reach out to me from the Privacy Team. This concern should have been escalated to that team from the beginning. I have yet to hear from that team and have received no confirmation that my information is being deleted from the system, per my legal rights as a resident of *********** 

  

  Business Response

  Date: 03/07/2025

  Dear *****;
  
  Cox Communications (***) is in receipt of your rebuttal complaint filed through the Better Business Bureau.
  
  Our Executive Escalation team member left a voicemail message for you regarding your email on March 7, 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:01/25/2025

  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.

  My partner and I had an account with ********************** for many years, and through several local moves. **** time we moved, we transferred the account to the new address. On June 5, 2024, we canceled the subscription, as we moved out of the area and no longer could use their services. However, they kept charging my bank account $104.99 each month after the cancelation (end of June, July, August, September, October, November, and December 2024). We have spent multiple hours on seven different occasions being transferred around between different customer ********************** reps. **** time they confirmed that they had received the cancelation on June 5, 2024, however they kept charging my account despite many notices and complaints, and explicitly withdrawing permission to take money from my account in June 2024. We also have written proof that we can provide as needed. As of January 24, 2025, they have not refunded the money. They just keep referring to different addresses instead. We just want the money back that they have stolen from us. Thank you.

  

  Business Response

  Date: 01/31/2025

  Dear Ms. ******************************************* (***) 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,? 
  ? *** West Region 
  ----------------------------------------------------------------------------------------? 
  The Executive Escalations Team? 

• Initial Complaint

  Date:01/22/2025

  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 moved only about 1.5 miles and did a transfer in service to my new location. I used the chat feature and specifically asked if there would be a change in pricing or any additional fees and was told no. I just got a bill where my account was closed and a new one was opened under a new much higher cost of $119 instead of the $89.99. I called customer support, they couldn't access my old account, then they tried to sell me on a promotional account of $100 still higher than the one I had. I requested a supervisor got transferred explained the whole situation again, he again tried to sell me on the $100 plan and that was going to be the only way i could keep my current plan without downgrading which made no sense. he kept insisting he couldn't access my old account and then pretended that he couldn't hear me and hung up when i requested a manager. This whole area has a monopoly on the internet providers and basically just decided to up my charges for no reason- this is completely unethical in so many ways.

  

  Business Response

  Date: 01/27/2025

  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.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,*** - California ----------------------------------------------------------------------------------------

• Initial Complaint

  Date:01/22/2025

  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'm writing to file a complaint about Cox Communications. Today, I canceled my service, which I had been using for many years, and was told by customer ********************** that the nearby *** location would be open until 6 pm. However, when I left work early and arrived at the location after 45 minutes in traffic, I found that the store was closed. When I called *** while standing outside the closed store, the representative told me that the location was actually closed on Mondays, contradicting what I had been told earlier and the store's posted hours of 10 am to 7 pm, Monday through Friday.I am frustrated that I was given incorrect information and had to leave work early, only to find the store closed. Furthermore, when I asked *** to send someone to pick up the equipment from my house, given their mistake, the representative was unhelpful and said it was not possible.This experience, on top of previous instances of feeling like *** doesn't care about its customers, ultimately led me to cancel my account. I believe ********************** should take responsibility for the misinformation they provided and make an exception to their usual pickup policy, given the inconvenience they caused me. I request that the Better Business Bureau assist me in resolving this issue and holding Cox Communications accountable.

  

  Business Response

  Date: 01/29/2025

  Dear ***** Majdedin, 
  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 January 29 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?