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Business Profile

Internet Services

Cogent Communications, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

This profile includes complaints for Cogent Communications, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Cogent Communications, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 13 total complaints in the last 3 years.
    • 5 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/01/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Started service in November 2023.Promised 1000Mbps, upload and download, never close.Filled numerous reports, always closed, no action.Never once have they come to our site to check anything.Blame **** every time and say they checked the lines.Been passed off to numerous people, who promise to take care of it, but do not.Want a full refund and no penalties for early termination so I can move the service.

    • Initial Complaint

      Date:04/17/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      *** informed this company numerous times to discontinue spamming our email. They send out unsolicited emails all the time and do not have removal options in their email body or signature as required by law. Despite asking several times, and them acknowledging they would remove me, I continue getting messages.

    • Initial Complaint

      Date:02/04/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Our services were transferred to another business and cogent continues to take money out of our account each month. Emails go ignored . I simply want the account closed and the money refunded . When I log in online it shows no services but my account is still being debited monthly. 

    • Initial Complaint

      Date:11/08/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Cogent has been calling our office constantly since 2023. They obviously search our website and keep calling asking for different people. They have been repeatedly told that we are not interested in their services. In October 2024, one of their VP's showed up at our office unannounced and again advised we are not interested in their services.

    • Initial Complaint

      Date:07/21/2024

      Type:Billing Issues
      Status:
      Resolved
      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 12/08/2023 a renewal contract with Cogent was negotiated to a different amount than the original contract. The renewal start date was to be 12/29/2023. Cogent continued to *************************/****** for the previously contracted monthly amount using the original account number. ********/****** was in communication with Cogent about the incorrect billing and paid the incorrect amount to keep from having service terminated. On the 03/01/2024 billing Cogent did adjust the billing for the months billed incorrectly but Cogent set up a new account #******** to apply the adjustments for incorrectly billing.Cogent also billed on 03/01/2024 the full amount of the previous contracted monthly amount. Cogents excuse for billing the former contract amount in March 2024 was that ********/****** did not give a 30-day notice to cancel the original contract for setting up the new account. ********************** initiated the new account. It was not in ********/Sniders control or requirement to cancel the original contract. Attempts to resolve this with Cogent have been futile. A request on 07/11/2024 to have a supervisor contact me has been unanswered. Cogent has been attaching finance charges to the ODONNELL00002 account each month.A copy of the contract, ******** received January through March 2024, my last email to a Cogent representative, and a collection notice received on 07/19/2024 will be uploaded along with this letter.

      Customer Answer

      Date: 08/16/2024

      On 07/21/24, I filed a complaint online including the attached letter.  I do not have a confirmation from the BBB, but have also attached screenshots saved during the filing.

       

      Below shows resolution reached with Cogent Communications.  Please **** the complaint as resolved.

       

      Thank you.

    • Initial Complaint

      Date:05/09/2024

      Type:Order Issues
      Status:
      Resolved
      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.
      Cogent is holding clients financially responsible for protracted auto renewals (3 years in our case), absence compliance with applicable DC law (CITE LAW). The contract expressly cited DC as governing law. Cogent did not provide statutorily mandated written notices to the customer (Atlantic) warning of pending auto-renewal in time to avoid the same. When Atlantic brought these issues to their national sales rep/manager, asserting the criticality of the situation, he was entirely unreceptive and unhelpful (he did nothing more than provide the contract and reiterate the financial obligations. Atlantic has asked to talk to management to escalate the issue to no avail. We first became aware of the issue when we sought to terminate a contract associated with a site we closed and Cogent send us an exorbitant bill for the entire remaining period of the 3-year auto-renewal. We then inquired about our other location, and we advised it was also in a 3-year auto-renewal. Under applicable DC law, these contracts should have been and should be month to month.

    • Initial Complaint

      Date:03/25/2024

      Type:Order Issues
      Status:
      Unanswered
      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.
      Our business signed a contract with internet connection provider, Cogent Communications in April, 2017. The initial term was for 3 years and auto renewed again for 3 years in 2020. We knew we were moving out of the building and into a new location in December 2022 and they said we needed to pay out the rest of our contract - $625 per month from December - April. We were working with a rep to see if we could continue using them in our new location, but they were more expensive and we notified our rep multiple times to remove us from auto-renewal and we would continue paying our 2nd renewal contract through April 2023. I contacted the billing department to terminate our contract, as well. Turns out that you need to email ********************************** in order to cancel, but that email is not on any billing invoices, only the original contract from 2017. In May, 2023 we were notified that our contract auto renewed for another 3 years at a location we had moved out of. We received no notice, (as it was understood we completed our contract and removed from auto-renewal) until we received an invoice for payment of the remaining contract $26,620.11!! We have been corresponding with them to resolve, to no avail. They finally approved our cancellation of service as of 6/30/23, but it was too late and charged us for another 3 year contract at a building we not longer lease. We are seeking confirmation that we paid out the rest of our 2nd renewal and don't owe an additional 3 year term. We have been referred to collection agency, PAYACEI, despite attempts to resolve directly with Cogent.

    • Initial Complaint

      Date:04/30/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Cogent communications is trying to charge our firm (***************************) more than $11,500.00 as a cancellation penalty because we moved company offices when our lease expired in our prior location. Cogent does not service our new location so was unable to provide us continued service. As with all telecommunications providers, if they don't provide service in your new area you should not have to pay for the remainder of their auto-renewed contract. They are using these predatory business practices to take advantage of small companies that have an excellent payment history with them. We always paid our bills on time and never expected they would try to charge us for years of future service that they cannot provide to us at our new office location. Please help us BBB and all customers should be very careful with Cogent because they will try to auto-renew you into another 3 year contract after your first and will invoice you for any future service even if they cannot provide it at your new location.

    • Initial Complaint

      Date:04/20/2023

      Type:Order Issues
      Status:
      Unanswered
      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.
      We entered into a sublet agreement with *** and moved our offices to within their suite on 12/1/21. In preparation for that move we signed a 3-year deal with Cogent Communications for our internet, which cost $650/month. In August of 2022 we were notified by *** that they were giving up their lease and moving to a new building. We had to vacate our offices by 11/30/21. I notified Cogent that we needed to break our contract because there would be no way for us to use internet starting on 112/1/21.They refused, and continue to automatically deduct money every month ( so far, they have deducted five month's of fees, December-April). And, they just sent me a collection notice for the entire balance. I am shocked that they would hold us to a contract that, although we signed it in good faith, we are unable to honor. We are a 100% virtual company at this point, and none of our houses are wired for Cogent internet.We are a WOSB, and have been struggling to make payroll each month. This $650/month for 24 months is egregious. I would like it to stop effective immediately. And, apply the $3,250 they have charged since we vacated our space as a cancellation fee if they won't refund it to us (although, obviously, I'd prefer a refund).

    • Initial Complaint

      Date:04/19/2023

      Type:Order Issues
      Status:
      Unanswered
      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.
      We are a home health agency that has been using Cogent Internet Services since 2014, in 2022 we decided to move to different ISP, and Cogent sent out a letter stating that we are breaking our contract, supposedly every 4 years their contract auto renews and Cogent wants to charge our company the remaining "auto renewed term" over $21,000.00. Have already spoken with attorney and he said that in California that is illegal. Our customer number ************* just in case if Cogent is interested. Today collection company contacted us regarding the "balance due", keeping in mind all payments have been paid for services used, this is only their "auto renew term balance.

    Cogent Communications, Inc. is NOT a BBB Accredited Business.

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