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:01/16/2025

  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.

  Good morning, ** have been trying for months and EVERY time we call; to cancel, we get the run around and they say our contract is ending soon and to call 30 days before it ends to cancel. Last time we called in December *****, they said it is over in February 2025 and to call in January 30 days before. Now they are STILL not canceling and we are getting the runaround, we get hung up on, it's absolutely DISGUSTING what they are doing to people. Please, please help us! They are overcharging us and we are paying $400 a month on the internet!!! ** have had them for years and years and didnt realize that they have been automatically raising our internet bny 10% EACH YEAR!!! Please see the below email for reference in this matter: Cancel Account - ************* External Inbox Search for all messages with label Inbox Remove label Inbox from this conversation ****** ****** <***********************************************>Attachments **d, Jan 15, 1:06PM (20 hours ago)to ***.help, ************************ Tyson ** need to cancel this service ASAP. ** called in September and was told to call in December, so we called again in December and then was told to call in within 30 days of February. ** called today and was hung up on when we told them we wanted to cancel. ** called again and it seems we are experiencing the same issue as this link: *********************************************************************************************************************************** And were told to call AGAIN in July to cancel. WE ARE NOT WAITING ANY LONGER AND WE ARE CANCELLING ***!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! CANCEL OUR ACCOUNT NOW PLEASE!!!!!! This is completely unacceptable and WRONG what you guys are doing and its disgusting. Account Number ****************** *** PIN *************************** Address APT 175 *********************************************** ** are not going another month paying this much so it needs to be cancelled ASAP. Best regards,******

  

  Business Response

  Date: 01/30/2025

  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 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, Northeast Region

• Initial Complaint

  Date:01/16/2025

  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.

  as of 1/152025, i have contacted *** several times complaining about my internet service speed not being anything close to what im paying for. I pay $106 for 500 mbps each month, the services i was provided was -100 mbps which in their website is priced at $30. I have been robbed and estimated 80 dollars, rounding up, for approximately 8 months. when spoken to the representative all i got was a sorry we cant do anything about it but if it were the other way around where a person was 1 minute late to a payment, they'd add fees to try and extort more money from the common man. all im asking is that they refund my money due to the lack of service and technical support for all the times i have called and nothing was done and services were still horrendous. companies should be held accountable for not upholding their end of service such as a person is held for theirs.

  

  Business Response

  Date: 01/27/2025

  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:01/06/2025

  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.

  In September, 2024, I ventured out on my first trip since my husband passed away. Before I left, I contacted *** to request phone seevice and the ability to text and send emails during my 10 day vacation in *******. This turned out to be a nightmare for me. When I arrived at ********, I could not find my tour connection, and so I got out my phine to call the number provided. And thats when I discovered I had no phone seevice. What followed was 10 days of misery: I was unable to contact anyone in my group, I could not take part in the chat in which updates and plans were organized, I could not contact anyone when I got separated from my group outside **************. That inability led to my wandering around for an hour (****** steps), tears, and exhaustion. I am 77 years old and this was the scariest experienceif of my life. I could go on and on, but I will not bore you. Of course I attempted to contact ***, but since I was unable to receive their verification code, they did nothing. When I got home and contacted ***, they said Oops, I see we put you on the plan for ****** and ******!I have written a letter to *** headquarters to no avail. What is my next step? At the very least, I want reimbursed for the total cost of my trip? Thank you.

  

  Business Response

  Date: 01/08/2025

  Dear *****,
  
  Cox Communications (***) is in receipt of your complaint filed through the Better Business Bureau.
  
  We have reached out to you to address your concerns;however, we were unable to provide an agreed upon 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 you have experienced, and we are deeply sorry we were unable to reach an agreed upon 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:01/02/2025

  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.

  I am not responsible for the debt associated with *** COMMUNICATI. There is no contract between me and *** COMMUNICATI, and they have not supplied the original agreement as requested.

  

  Business Response

  Date: 01/09/2025

  Dear Sanobia Crocette, 

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

• Initial Complaint

  Date:12/30/2024

  Type:Order 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.

  While attempting to talk to *** on behalf of my father to lower his cable and internet bill (which was raised slowly without his knowledge- hes been a customer for 30 years) they offered a helpful retention offer of $10 off a month good for 24 months. At no point did they communicate that there would be changes to service or the account. After this chat was done come to find out they switched him to a 2 year contract with at $240 early cancellation fee. *** now says theres nothing they can do to change it back even though we immediately reached out. This whole process has been manipulative, deceptive and predatory. We want to return to the old contract without the change fee

  

  Business Response

  Date: 01/15/2025

  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 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 us at **************.Best Regards,

  Customer Answer

  Date: 01/23/2025

  
  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:12/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Cox Communications for deceptive practices, lack of transparency, and unreasonable data usage policies. As a customer relying on *** as the only internet provider in my area, I believe their practices are unethical and exploitative.Key Issues:1.Lack of *********************** Caps:When I subscribed to Coxs 1 Gbps internet plan (at $110/month) after moving, I was not informed about the 1280 GB monthly data cap. No mention of this limitation was made during the sign-up process, even though I opted for one of their most expensive plans.When I raised the issue with customer support, I was told, We are not required to let you know about the data cap unless you tell us you use a lot of data. This omission is misleading and denies customers the ability to make informed ************************ Overages and Fees:My household includes four members who require high-speed internet for remote work, education, and streaming. Despite moderate use (e.g., Zoom calls, cloud storage, ******* for learning, and subscription services like ********* our data usage regularly exceeds the cap. *** charges $10 per 50 GB over the limit, adding $40+ to my bill monthly.When I inquired about an unlimited data option, I was offered an additional plan for $49.99/month, bringing my total bill to $160/month, far higher than comparable plans in other areas. This exploitative pricing takes advantage of their monopoly in my area.3.Violation of Consumer Rights:By failing to disclose the data cap and charging exorbitant fees for exceeding it, *** restricts my familys ability to work, learn, and access essential online services. This is particularly problematic given that remote work and education have become essential in todays environment.4.Performance and Hidden Service Allocations:*** allocates bandwidth to services other than broadband internet, potentially affecting the performance I receive.

  

  Business Response

  Date: 01/07/2025

  Dear Mr. ****************************************** (***) 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 6th, 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? 

  Customer Answer

  Date: 01/09/2025

  
  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:12/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Repeated *** Internet Network Interference and Outages. Agent 7470 with *** said there is nothing *** can do to assist.

  

  Business Response

  Date: 12/24/2024

  We would like to thank the BBB for the opportunity to assist a valuable customer.  Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. 
  
  We have contacted the customer directly to address their concerns and are working to provide 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, ***********

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My internet service has been out for a week. I have done all the troubleshooting to no avail. I also had a technician at my home to check my equipment. He said everything was working fine on my end, the issue is with ***. I tried to get *** to resolve the issue on their end and they just kept telling me the problem is with my equipment. They weren't interested in helping me.

  

  Business Response

  Date: 12/20/2024

  We would like to thank the BBB for the opportunity to assist a valuable customer.  Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. 
  
  We have contacted the customer directly to address their concerns and are working to provide 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. 
  
  **** F
  Executive Resolution Specialist
  Cox Communications, ***********

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a new modem I was told I had to hook up. I asked if they could wait when they called me yesterday because I had a major surgery and they said they would wait a week. Woke up to the modem turned off and TV not working. Called and was told had to replace the modem. Replaced modem and bite TV boxes wont work and they want $100 to send someone out. It was all working until they turned off the old modem that worked fine

  

  Business Response

  Date: 12/23/2024

  We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. 
  
  We have contacted the customer directly to address their concerns and have provided a successful resolution.
  
  It is always our goal to provide our customers with exemplary customer **********************. 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, ***********
  

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My internet service with *** began 11/13/24 when equipment was delivered to my home in *********. I was out of town for most of the month, but returned home the weekend of 11/30-12/1 to find internet service not working. I tried contacting *** by phone but was told no employees working and only text messaging support available. Texting was obvious ** chat bots who texted me links to articles and instructions to unplug the device and plug it back in. After multiple attempts to reset the equipment I drove to the *** store in ********** on 12/2/24 and asked to exchange the equipment. Upon returning home to ********* I was unable to set up the new equipment and received multiple error messages instructing me to contact ***. This started once again the ** chat bot cycle. The chat bot would not help set up the new equipment but instead tried to upsell me a $120/month internet plan. When I said no the chat session was terminated by ***. At that point I drove back to **********, returned the equipment, and asked to have my account terminated. I am contacting BBB because *** locked me out of my online account as soon as I terminated service. If I try to log in I get a pop-up message "Your account is currently inactive. Please contact a *** representative in order to reactivate your account". BUT I am receiving emails from *** saying I have an overdue bill of $90 plus $48. I drove to the San Clemente *** store on 12/4/24 but was told by staff that my account balance is $0 and there is nothing to pay. Throughout last week I received text massages from what appeared to be another *** ** chat bot named *** with a vague message about my service request and a lot of emojis. Please no more texting, chat bots, or **. I have now spent hours of my life trying to pay the final bill for a service I was never even able to use. At the very least I deserve a call from a real human, and at this point my account balance should be zeroed.

  

  Business Response

  Date: 12/11/2024

  We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. 
  
  We have contacted the customer directly to address their concerns and have provided a successful resolution.
  
  It is always our goal to provide our customers with exemplary customer **********************. 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: 12/17/2024

  I continue to receive phone calls from *** Cable **************.  I am not sure what these calls are regarding because no voicemail message is recorded.  Today I answered one of the *** cable phone calls and had a confusing conversation with a person who sounded to be calling from a foreign call center.  He abruptly disconnected the call before I could figure out what he was calling about.  I am concerned there may still be errors with my billing since *** Cable is still trying to call me.  Also, I never received an email or any written statement saying my account balance is zero.  

  

  Business Response

  Date: 12/20/2024

  We would like to thank the BBB for the opportunity to assist a valuable customer.  Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. 
  
  We have reached out to our customer to address their concerns, however, our attempts to reach them have been unsuccessful.  Once we 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, ***********