Complaints

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:03/05/2024

  Type:Customer Service 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 applied for the Affordable Connectivity Program (***) during the appropriate time, and I was approved for the program on November 26, 2023. I was previously a part of ***, and I contacted *** over the phone in December 2023 to tell them my application number for approval. I am quite old, and I do not do well with online applications, which is why I called ***. *** told me over the phone that I was good to go, but then I got an email on January 22, 2024 saying that my *** was about to expire. I tried to look online, and when I couldn't figure out the application, I tried calling them, but I was in ***** and could not seem to catch any employee during the times that I was free. I chatted with a live agent, who told me AGAIN that I had already applied and was accepted for *** with *** (screenshot attached - labelled 01/23 Support). Despite multiple phone calls and chats, they de-enrolled me from ***. They are taking advantage of an elderly customer, as well as lying to their customers by saying they are already enrolled when that is not the case. I don't understand why they are trying to rob a low-income family of their money. I want $30 back on my February statement, as well as *** enrollment for the rest of the year. Again, I am old, and I needed help from my daughter, who is always busy in medicine, to even apply to the *** program for approval. This is entirely unfair and unjust on behalf of ***.

  Customer Answer

  Date: 03/05/2024

  Hi! My issue with *** was resolved today over the phone with one of their supervisors. Thank you so much for taking the time to help us out, we truly appreciate it.

  Business Response

  Date: 03/07/2024

  Dear Better Business Bureau:
  Cox Communications (***) is providing a response to the complaint filed with your office on March 5, 2024,and assigned ID#********
  We are sorry for the frustrating experience reported by this customer and welcome the opportunity to address their concerns.

  
  Our Executive Escalations Specialist has contacted our customer and addressed his concerns regarding the loss of the Affordable Connectivity Program (***)benefit. In reviewing the account and speaking with our customer we understand that while he was provided with the instructions to complete the recertification process with ***, there were contributing factors that made it a challenge for him to do so. In addition, given the fact the *** program stopped receiving enrollments on February 8, 2024, as the program winds down,our customer is no longer able to complete this process. Therefore, *** has provided a courtesy adjustment to his account. Our customer is aware should the program receive new funding he would at that time be required to complete the application process.

  
  It is always our goal to provide our customers with exemplary customer service. As a customer service-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 the Better Business Bureau has given to us to assist our customer.
  Respectfully submitted,                                                                                       
  Cox Communications Executive Escalations Team

  Customer Answer

  Date: 03/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/03/2024

  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.

  In December we decided to switch phone providers. Our first attempt to port the phones was unsuccessful as *** claimed that I was not the authorized user when I am the owner of the company. After multiple phone calls, we were able to port all phones in January and we changed provider to Nextiva. Immediately called and emailed *** to cancel our phones and leave internet because basically they have a monopoly and we don't have other option for fast speed internet other than ***. Well, *** keep charging us to the company credit card, no matter how many times we asked them to cancel the service, so they are charging for a service and phone lines that they don't even have on first place because the lines are have been ported to a different provider. They have charge us $850 for ******** and 850 for February and they only thing that they should be charging is $120 for 300 MBPS Internet that we signed and agreed with ***, so they owe us $1,460

  Business Response

  Date: 03/05/2024

  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 service. As a customer service 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:02/26/2024

  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.

  Cox Communications has a charge on my credit report for $222 from 2018. They claim that I did not return a cable modem. I did not receive a modem from *** as I owned my own cable modem and did not require the rental of there's. I never ordered one of their modems. They are unable to provide me with details of the modem such as model or serial number.

  Business Response

  Date: 03/11/2024

  We want to thank the customer for taking the time to file his concern.  In receipt of this complaint, *** spoke with the customer on February 27, 2024.  After review of the *** records on file with the customer we were able to identify the unreturned equipment and serial numbers with the customer and provided him with that detailed information via email. To date the equipment has not yet been returned as discussed, however we believe the customer is satisfied with the results of our research and understands the charges are valid. He has also been made aware of the requirements of the disposition of the *** rental equipment, We sincerely apologize for any inconvenience caused.   Should the customer have any further questions about this matter, we ask that they contact our Executive Escalations Specialist at the phone number provided to them (via voicemail). 
  
  Thank you.
  
  Cox Communications

• Initial Complaint

  Date:02/22/2024

  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.

  Several times a month, my internet either goes out, or its very choppy. I work from home and I have lost income due to not being able to work due internet outage, or internet or very slow. Since then I have had to quit my job, and am looking for another work at home job. I have called in several times in a month for the last 5 years, they advise me that yes there is a known outage and they are working on a resolution. However this is happening way to frequently. This has been going on for the last few years in this fashion. I am unable to get another internet provider unless its dish network which is worse than ***. I feel like we should have a choice in which internet company we want to use. I attempted to go with another carrier, however they only provided tv, they advised they could not bring internet due to *** wiring and they could not put down new wiring.

  Business Response

  Date: 03/11/2024

   

  Dear BBB: 

  Our Northeast Executive Escalations team responds to BBB complaint #********. One of our team members had spoken with our customer (authorized user on the account) concerning the information provided and had posted an adjustment for what we could see in our directory that reflects any outages for the time stated. At this time, we find no additional issues listed for an outage in the area, although our customer can reach this supervisor she has talked spoken to and we would be glad to review all in this matter. 

  We appreciate our customers patronage and please call the supervisor at the contact number listed as provided before at ************** M-F until 5pm.

  Respectfully, 

  ************* Executive Escalations team

   

• Initial Complaint

  Date:02/12/2024

  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.

  *** is the worst internet provider that I have ever had the displeasure of using. My wifi goes out at least once a week, making any internet use impossible. It has been out for the past 3 days now and nothing seemed to be getting fixed. I am a college student so I am not able to complete any work from the comfort of my own home. I am beyond mad that I am paying for services that constantly do not work. FIX YOUR NETWORK ***. Everyone in my city despises you as an internet provider.

  Business Response

  Date: 03/04/2024

  Dear BBB, Cox Communications responds to BBB review ID #******** with your office on February 12, 2024.
  The *** Executive Escalation Team attempted to contact our customer in response to their review. Unfortunately, they were unsuccessful in reaching them. In order for us to properly assist our customer with her concern, it is necessary for us to obtain account verification from our customer and communicate with her directly. 
  If our customer would like to speak with us regarding her concern, she can reach our Executive Escalation Team at the phone number that we provided in our voice messages or by responding to the email we sent her.
  Sincerely, 
  The *** Executive Escalation Team

• Initial Complaint

  Date:01/25/2024

  Type:Billing 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 1/19 *** changed my service plan from $49.99 to $80 without my approval. Now *** is telling me that they can only reduce my plan to $60 with a lower speed of 250mbps. Why happened to my current plan of $49.99 with 500mbps?

  Business Response

  Date: 01/31/2024

  Dear BBB: 

  Cox Communications Northeast team responds to BBB complaint #********. 

  We reviewed our customer's account and found that the deep discount on the account had expired. At the time when we spoke to our customer, we did not have another discount available that could provide the same rate. We advised our customer that discounts become available at various times by our marketing team and possibly another discount ***be available to renegotiate that would work. Unfortunately, at the time we did not have another discount that would keep the rate as before. The customer was advised to reach out to our ******************** at ************** to check back for future discounts that *** work for our customer. 

  Respectfully, 

  ************* Team 

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21198124
  
  I am rejecting this response because the chat agent I spoke to said there is a promotion for $30 for ****mbps. I attached the screenshot of the chat conversation. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/01/2024

   

  Dear BBB:

  ************* Executive Resolution team responds to BBB Case # rejection: Case #********. 

  Our customer spoke to another agent after speaking with our area on the first matter of the noted issue that their discount had expired. At that time of conversation with our team, we did not have any offer to provide and advised the customer to check back with the retention team. In the meantime, our customer called us back, and we reviewed available discounts and provided a discount that satisfied our customer. 

  *** closes this matter as resolved. If our customer has a concern with respect to this update, they have the supervisor's contact information. 

  Respectfully, 

  ************* team 

  Customer Answer

  Date: 02/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/01/2024

  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.

  We contacted *** as we were preparing to move to ***** once we found they were the internet service for our area. On 12/25/23, we went online and got approved for service and we were set for an installation on 12/30/23. On the date of the install, no one showed up and we received no contact or notification. I went online the morning of 12/31/23 and spoke with a chat agent, only to be told they didn't know why the order was not completed but they would reschedule for 1/3/24. I advised that would put me out of work for two days and needed to be setup as soon aspossible. I was given a number to call them directly. The agent I spoke to them advised he understood the situation and would be me on a priority setup for 1/2/24. This would still Mahe me miss a day of work but I would manage. On the morning of 1/1/24, I receive a text stating me install date is still 1/3/24. I called back in to find out what happened only to be told there were no available slots for 1/2/24. I requested a supervisor, *****, who advised he saw all the notes and the he was also going to put me on a priority list, but he explained that means if there are any cancelations or missed appointments, then I would be picked up. I advised ****** this is not sufficient as they are keeping me from working for two days due to a miss in their part by not coming on my originally scheduled date of 12/30/23. He told me nothing could be done. Due to the timing, I do not believe anything can be done to fix this here, but I believe the lack of money is be missing, (missing two days would be equivalent to about $200), we should be credited free months for the inconvenience.

  Business Response

  Date: 01/04/2024

  Cox Communications responds to BBB complaint # ********. 

  Our records reflect that the account holder is not the person who submitted the request as noted to the BBB. We can only speak to the customer of record- this name is not an authorized user on the account. General knowledge, Cox Communications does not adjust accounts for missed work, only for service type outage issues.  If the account holder would like to reach out, please contact our department M-F with the proper *** security question/pin number. at ************** between 8:30 am to 5:00pm. We would be glad to speak to the account holder.

  Respectfully, 

  The Northeast Executive Escalations team

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21081093
  
  I am rejecting this response because:

  The account holder is my wife,  Constavenia ********. I submitted the request and I've also been the one calling the most because my wife does not do well speaking with companies when they have done wrong.  We both spoke to your company on Tuesday which your records should show.  It has not mattered. We have decided to go elsewhere as your company is more motivated to sell extra items to us for a service we have yet to get installed.  But we do not accept you wanting to talk with my wife as a resolution. You've done that to no resolve. 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/08/2024

   

  Dear BBB: 

  Cox Communications Northeast Executive Resolution team responds to BBB case #******** rebuttal information.

  We had spoken to the account holder of record, and we apologized for the experience that occurred. Unfortunately, the potential customer decided to go elsewhere due to the said scheduling issues. We advised that any coaching would be addressed. 

  Respectfully, The Northeast team

• Initial Complaint

  Date:12/04/2023

  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.

  COX Internet has been applying Affordable Connectivity Program discount to bill monthly. I canceled service mid billing cycle. Now COX claims they cannot be reimbursed by ACP because I didn't maintain service for entire cycle.They reopened my account after it was closed and I was told prior by representative that NO MONEY was owed, just so they could charge me for the 30 dollar program benefit amount.

  Business Response

  Date: 12/06/2023

  Our Executive Escalations Specialist has made attempts December 4, 2023 and December 6, 2023 to contact *********** *****, but we haven’t been able to connect. As of today, we haven’t heard back from him, and from reviewing his account we identified the ACP benefit was credited to his account on October 16, 2023, and he disconnected his internet service on October 30, 2023.
  
  When you are approved to receive the ACP benefit, you receive a discount for each month of internet service. If any customer should disconnect their service before the end of the billing period, the account was no longer eligible to receive the benefit for the final billing period, and the discount that had been previously applied to your account was reversed.
  
  We are showing a balance of $30.00 was charged back on *********** ******* account with Cox on November 15, 2023. His account has a remaining balance of $30.00 due.

  Business Response

  Date: 12/08/2023

  Our Executive Escalations Specialist has made attempts December 4, 2023 and December 6, 2023 to contact *********** ****** but we haven’t been able to connect. As of today, we haven’t heard back from him, and from reviewing his account we identified the ACP benefit was credited to his account on October 16, 2023, and he disconnected his internet service on October 30, 2023. When you are approved to receive the ACP benefit, you receive a discount for each month of internet service. If any customer should disconnect their service before the end of the billing period, the account was no longer eligible to receive the benefit for the final billing period, and the discount that had been previously applied to your account was reversed. We are showing a balance of $30.00 was charged back on *********** ******* account with Cox on November 15, 2023. Our records show that Mr. ***** made a payment for the final account balance of $30 on December 3, 2023. This updates the account to a zero balance. The final balance is for the remainder of services that were rendered from October 15, 2023 through October 30, 2023. ACP did not cover the $30 discount for the final month due to the disconnect of services on October 30, 2023. We apologize for the frustration and confusion. 

  Customer Answer

  Date: 12/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Despite their inability to contact me, they do not inform customers clearly of the potential charge. They have not called to resolve the issue through a credit. So, no reasonable conversation can be obtained. A refund is the only acceptable resolution.  Unless they are willing to do this, then I reject any response they make. What they have done is conceal consumer information from the public. They do NOT plainly inform customers of the ACP as a potential charge for disconnection of service. This is tantamount to deception. 

  
  
  
  Sincerely,
  
  
  
  *********** *****

• Initial Complaint

  Date:11/22/2023

  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.

  *** account number *********. Internet has been almost nonexistent six days so far. Outage started Friday November 10th. *** arrived 45 minutes after the window of two hours. That tech said he put in work order. I called Monday. No work order shown on file. Made appt for tues the 14th. Window between 3 to 5pm. We get a text at 540pm. appt cancelled. Called *** again. Appr set for Wednesday morning. Before we were off the phone, appt wasnt available. Next appointmen was Thursday morning. we are losing time on paid subscriptions such as ancestry which costs $35 a month. I will need to continue that service for an addional month since I wasnt able to finish my project. Streaming tv is sporadic. Id like for normal internet to be fixed and a reimbursement of payments to *** on days lost and an additional $35 credit due to lost time on ancestry and will need to purchase an additional month. Thank you.

  Business Response

  Date: 11/29/2023

  Dear BBB,
  
  Cox Communications (***) responds to BBB complaint ID # ******** filed with your office on November 22, 2023.
  
  *** apologizes to our customers for their internet service issues and the recent experiences that they encountered with our technicians and schedule appointments.
  
  A *** ******************** Specialist contacted our customer on November 27, 2023, in response to their complaint and arranged for a senior technician to visit their home. On November 28, 2023, the technician was able to resolve their internet issue and their computers are now able to access the internet again.
  
  Our Specialist provided our customer with his direct contact information should they have additional questions or concerns regarding this matter.
  
  Sincerely,
  The *** Sr. ******** **** Team

• Initial Complaint

  Date:09/01/2023

  Type:Customer Service 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.

  My phone number is assigned to someone else account and I never authorize it!! Please remove my number from this other person’s account because I am receiving text messages for new service from another account.

  Customer Answer

  Date: 09/05/2023

  I have already resolved this complaint on my own a few days ago. You may close this complaint. Thanks.

  Business Response

  Date: 09/06/2023

  Dear BBB,
  
  Cox Communications (“Cox”) responds to BBB complaint ID # ******** filed with
  your office on September 1, 2023.
  
  Cox apologizes to our customer for the recent experiences she encountered when
  speaking with our representatives. A Cox Senior Customer Care Specialist
  reached our customer on September 5, 2023, in response to this complaint. Our customer
  indicated that she had since resolved the issue herself on the Cox website. The
  Cox Specialist checked the account and verified that the account issue was corrected.
  
  Cox will review the interactions our
  customer had with Cox Communications and will use this opportunity for training
  and coaching our representatives.
  
  We provided our customer our direct contact information should she have
  additional questions or concerns regarding this matter.
  
  Sincerely,
  The Cox Sr. Customer Care Team