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

  4771 Bayou Blvd Pensacola, FL 32503-1930

  
• 

  Cox Communications

  9409 W Highway 98 Ste 20 Pensacola, FL 32506-6134

  
• 

  Cox Communications

  320 Racetrack Rd NW Fort Walton Beach, FL 32547-1554

  
• 

  Cox Communications

  180 N Palafox St Pensacola, FL 32502-4839

  

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:02/19/2025

  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.

  Cox contacted me following my request to cancel part of my service. I explained that I could no longer afford the increased rates, and during our conversation, we negotiated a new pricing structure. The representative assured me that I could maintain my current service, which includes 140 channels and 1 gig of internet, at a price of approximately $197. I communicated that I had scheduled installation with another provider at a lower rate and needed confirmation of the quoted price before proceeding with any cancellation. After receiving confirmation from the representative that my service would remain unchanged, I proceeded to cancel my order with the other provider. Shortly after, the Cox representative called back to verify the number of equipment boxes I have, and mentioned they would be in touch again. However, I later received a text indicating that my service was going to be canceled, which I assume was due to the representative being unable to uphold the discussed price. I reached out to Cox directly to speak with a supervisor, who informed me that the representative had made in error in providing the quote and that they could not honor the agreed-upon price. This was particularly disappointing, as I had already canceled my order with the other provider based on the initial agreement. The supervisor proposed an alternative solution that involved upgrading our equipment and adding DVR service and HBO for 24 months, which does not align with our needs and seems to set us up for potential future price increases. I believe Cox should honor the pricing that was quoted to retain our business. We have been loyal customers for several years, consistently making payments on time, and I find this situation to be both unfair and disheartening. Consequently, I plan to escalate this matter to corporate to lodge a complaint regarding this unfortunate experience with their representative.

  Business Response

  Date: 02/27/2025

  Dear BBB,

  Cox Communications is responding to the complaint filed on February 19, 2025, with BBB complaint ID 22929868.
  

  We apologize for any inconvenience caused. The customer initially contacted us on February 14, 2025, about downgrading their cable service. They were offered a rate of $198 plus taxes, but later informed that the correct rate, including equipment rental fees, was $240 plus taxes, with free HBO. The customer preferred the original offer.
  After investigating, we couldn't find records of the calls with the quoted rates. On February 27, 2025, our Executive Customer Resolution Specialist discussed the issue with the customer. They agreed on a new rate of $196.96 for 12 months, including free HBO.
  

  We have provided the customer with our direct contact information for any further questions. The customer is satisfied with the resolution. We appreciate the opportunity to address their concerns.
  

  Sincerely,
  The Cox Executive Escalation Team
  

  
  

• Initial Complaint

  Date:01/17/2025

  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.

  My internet had be intermittently down for 7 days. No service for three days. I have been on the phone for hours with Cox representatives and they have passed me from person to person with no care for the stress and time spent. They refuse to communicate what the issue is or when the outage will be fixed. I have been on the phone three times speaking with a supervisor and was put on hold and they “disconnected” the call. I was told a supervisor was would call me and that never happened. They are charging for services they are not providing. This is their standard.

  Business Response

  Date: 01/22/2025

  Dear
  BBB,
  
  Cox Communications (“Cox”) responds to BBB complaint ID # 22823839 filed with
  your office on January 17, 2025.
  
  Cox apologizes to our customer for her service issues and the recent experience
  that she encountered when speaking with our representatives. A Cox Senior
  Customer Care Specialist contacted our customer on January 22, 2025, in
  response to her complaint. Since filing her complaint, a Cox technician was dispatched
  to our customer’s home on January 18, 2025, and identified a wiring issue outside
  her home that was impacting her service, which was unrelated to the outage notifications
  in her area. The technician replaced the outside line and restored her service.
  The Specialist will review the interactions our customer had with our telephone
  support and will use this opportunity for training and coaching our
  representatives.
  
  We provided our customer with our direct contact information should she have
  additional questions or concerns regarding this matter.
  
  Sincerely,
  The Cox Sr. Customer Care Team

  Customer Answer

  Date: 01/24/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22823839, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:01/07/2025

  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.

  COX will not give me an opportunity to cancel their services. I have tried numerous numbers; people will pick up within five minutes for ANY branch with ONE exception. Their cancellation number. I've been put on hold with NO END. Only once have I been transferred over to the cancellation department, someone picked up, and then left the phone unanswered. I listened to someone walking around either their office or their home for five full minutes. I politely asked for assistance and it was clear I was being ignored. There website, store employees, and other call center members all insist that you can only cancel through there one number and no one picks up when you call that number.
  I want my service cancelled and I want my time compensated. I work for $30.00 an hour and I've been put on hold for a total of just over two hours now. This is unacceptable.

  Business Response

  Date: 01/07/2025

  We apologize for the frustrating experience and appreciate the opportunity to address the customer's concerns.

  On January 7, 2025, a Cox Executive Escalations Specialist spoke with the customer and disconnected the account. Customer was advised the modem needs to be returned or there will be a charge. We are happy to report the customer is satisfied with the resolution.

  Sincerely,

  Cox Communications Escalations team

  Customer Answer

  Date: 01/07/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22778725, and find that this resolution is satisfactory to me.

  I would like to add that: I delivered the moden in reference to their response, to the store on my way out of the state. It was there that I attempted to have an in-store client cancel the account and was told I had to call in, hence the issue from the beginning. Their custom service special reached out to me about canceling the service and refunding the amount owed for services not required, I also notifed him that the modem was already delivered. 
  
  
  
  Sincerely,
  
  
  
  ********* *********

• Initial Complaint

  Date:01/03/2025

  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.

  Cable goes out plus internet constantly.

  Business Response

  Date: 01/09/2025

  Dear BBB 
  Cox Communications (“Cox”) responds to BBB complaint ID # 22760374 filed with your office on January 2, 2025. 

  
  We apologize for the intermittent disruptions in our customer's service. A Senior Customer Care team member contacted our customer on January 6,2025, in response to this complaint and discussed his concerns. 

  
  Following a comprehensive assessment of the impacted area, our team has successfully identified the root cause of the intermittent service disruptions. We have engaged our Outside Plant team to implement the necessary actions to resolve the issue as expeditiously as possible.  

  
  The customer has been informed, and a service credit has been applied to their account for the intermittent service.   

  
  We have provided the customer our direct contact information should he have any additional concerns regarding this issue.   
  
  Sincerely,  
  The Sr. Customer Care Team 

  Customer Answer

  Date: 01/09/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22760374, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:11/26/2024

  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.

  Cox is charging me for an amount that I did not agree to and they are not providing a statement or itemized list of charges. I have records that show my bill is $166.13 monthly (taxes and fees included). I was charged $180.30 this month and through multiple supervisors, no one is able to provide me a statement of where these charges are coming from. This is fraud. These charges are not what I agreed to and no one can give me anything showing where these charges are from. I am asking this be looked into greatly because those extra charges are fraudulent without them being able to provide a statement. I was given the runaround between 4 supervisors and no one could give me a real answer. This is fraud.

  Business Response

  Date: 12/02/2024

  Dear BBB,  
  
  Cox Communications (“Cox”) responds to BBB complaint ID # 22607087 filed with your office on November 26, 2024. 
  
  Cox apologizes for our customer’s experience concerning their Cox billing issue.  We understand that the unexpected prorated charge caused inconvenience for our customer, especially in regards to reimbursement requirements. An Executive Customer Resolution Specialist reached out to explain that due to the timing of service changes within the billing cycle, a prorated charge was necessary. We apologize for the oversight in not providing a detailed written explanation. 
  

  We have provided the consumer our direct contact should he have additional questions or concerns regarding this matter. 
  We appreciate the opportunity that the BBB has given to us to assist our customer.  
  
  Executive Resolutions 
  Cox Communications, Eastern Region 

• Initial Complaint

  Date:09/12/2024

  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 have a complaint against Cox Cable. I made a payment on 8/1/24 for $281.45, they said they didnt get it. So I went to Cox cable to show proof that I payed that bill. So I talked to Joseph *****. He said that was good to have my receipt and I was not in any danger to have my cable turned off. But they did it anyway. So all I want for Cox Cable to give me my money $281.45 back. They want me to pay $575.94 and I'm not paying that.

  Business Response

  Date: 09/16/2024

  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. We began by verifying that the payment made by the customer was not received by our billing department and for that reason could not be applied to the customer's account. We advised the customer that she should contact the retail store where she made the payment by using bill pay service "CheckFreePay" to inquire more about where the payment went. The customer contacted our office today stating the retail store will be refunding her back her money.
  
  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. 

  Senior Customer Care Specialist
  Executive Escalations Support Team

• Initial Complaint

  Date:09/06/2024

  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.

  I pay for the fastest available speed from Cox internet, with only two persons in my household, we are constantly being billed for 'data use' without explanation; Cox will not tell us where the majority of the data use is coming from what websites are using the bandwidth, etc etc.
  
  If a streaming service or game service provider decides to use more bandwidth than they need, instead of capping that Cox passes those charges on to us in entirety.
  
  Since I've consistently been penalized for you utilizing the most expensive service Cox has to offer, they have told me that I need to pay them additional money in order to have unlimited data access, in addition to the money I'm already paying for top tier, in addition to the money they want for gaming services.
  
  I believe this is abusive, not transparent, and possibly illegal under the Biden administration's junk fees policy.
  
  I want the data overage charges to stop I want any charges from this month removed from my bill.
  
  I would be happy to speak with the media, and any States attorney general.

  Business Response

  Date: 09/20/2024

  We apologize for the frustrating experience and appreciate the opportunity to address the customer's billing concerns. 

   After reviewing the customer's account, a Cox Executive Escalations Specialists spoke with them on September 9, 2024, to discuss our findings. The customer is being charged for data overages; however, we were able to apply a discount for two years allowing unlimited data at no cost. The customer was happy with this resolution.
  

  
  Sincerely,

  
  Cox Executive Escalations team

  Customer Answer

  Date: 09/25/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22249144, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Aaron ******

• Initial Complaint

  Date:08/07/2024

  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 pay for 500mb from Cox Communications. I have documented for three months - I have never had over 300mb, with most of that time under 50mb. Finally, AT&T has moved into the area so there are other options finally. Everyone I know is changing but anyway. For years, every time I call they try to upgrade and sell instead of fixing the problem. It is always about the upsell instead of providing good support and the promised speeds. I am more than willing to pay for good service. So, I am literally on support right now with someone trying to figure out why I have a disconnect date next week instead of fixing my internet. It's been an hour. I HAVE NEVER, NOT A SINGLE TIME IN 7 YEARS HAD A GOOD CUSTOMER EXPERIENCE. In the early mornings, around 7am I get my promised speed for 30m or so. I actually started testing and tracking using an app. It's pretty bad and I don't see why they can charge people and not give them what is promised. I would just like them to be upfront with the customer. Cox literally tries to get the customer to quit. Finally though other companies are moving in to offer good internet speeds so I can finally leave... and never come back.

  Business Response

  Date: 08/08/2024

   

  Dear BBB: 

  Cox Communications Northeast Team responds to BBB case# 22106661.

  We have reached out to our customer on a third attempt to the telephone number of record. We provided one of our supervisor's contact information and hours to see if we could be of assistance regarding the concerns as mentioned. In addition, with respect to the customer's mention they did not know why a disconnect order was requested, we stopped that order so there would be no error in place to lose service. The order can always be reinstated as we have documented the account.  We are sorry to hear our customer's issue and would be glad to see how we might work further to help. Again, we have left messages and specific contact information. 

  We appreciate our customer's patronage and look forward to assisting further. 

  Respectfully, The Northeast Executive Escalations team 

  Customer Answer

  Date: 08/08/2024

  
  
  Complaint: 22106661
  
  
  
  I am rejecting this response because:
  

  Nothing has been resolved through the support system. I wanted to end services but you stopped the order so now I have to sit around for an hour and get a cancel order in again. Cox is the worst. So glad my neighbors and I are moving to AT&T - DO NOT END MY CANCELLATION ORDER AGAIN.

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

  Business Response

  Date: 08/08/2024

  Cox Communications Northeast Team responds to BBB case#
  22106661 rejection.
  
  Our apologies for any inconvenience.
  
  We provided one of our supervisor's contact information and
  hours to see if we could be of further assistance regarding this matter. With
  respect to the order issue mentioned, in the complaint our customer stated they
  did not know why a disconnect order was in place and therefore the reason that
  order was cancelled to prevent our customer from losing service until contact
  was made.  Again, one of our supervisors left contact information numerous
  times to provide support and work with our customer, although we unfortunately did
  not hear back from our customer as advised previously.  After
  the BBB update today, we did review that our customer made the decision to
  place a disconnect order as indicated.
  
  We
  appreciate our customer’s patronage and sorry to see the disconnect order, if our customer changes their decision and wishes further assistance, our team is available to help at the contact number provided.
  
  Respectfully, The Northeast Executive Escalations team 
  

  Customer Answer

  Date: 08/09/2024

  
  
  Complaint: 22106661
  
  
  
  I am rejecting this response because:
  

  The quote they are referring to is : "So, I am literally on support right now with someone trying to figure out why I have a disconnect date next week instead of fixing my internet. It's been an hour." I already had a disconnect date because I canceled services. Instead of working on my internet they kept asking me about my cancel date. Sounds like the "Cox Team" didn't review logs. I'm done. I don't know why you would cancel my cancellation, is that even legal? 

  I have AT&T now - they just finished the install. I just really want to make sure that people know how bad of a service I have had over seven years. I even recorded all my conversations, video of me testing my equipment showing that it worked fine and even the xml files of my internet speeds once per hour for 17 weeks. They didn't resolve. My preferred contact is email ([email protected]) - I'm not getting on the phone to spend hours like I have over the past years and chats for hours to try to get anything done. I'm not looking for a refund. I just wanted quality service and support for my money. That NEVER happened. In my conversations with Cox I can show that the support they have is sales and not support. I tried to get support LOL and they tried to sell me advanced support for 10/month without even trying to help me. Once, last year I was told that I should upgrade if I wanted to increase my internet speed because the support wasn't working to fix my internet but if I got more speed it should speed my internet up but I wouldn't be getting the speeds offered. Absolutely poor support. 

  Also, how do you have a 1/5 rating with people but with BBB still a A+ rating? 

  Sincerely,

  
  ****** *******

• Initial Complaint

  Date:07/23/2024

  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.

  In January 2024, I called Cox to setup service for my new apartment. I was given a promotion for internet and cell phone for $50/month total for 2 years. The representative asked if I consent to a SOFT credit check and came back letting me know I actually don't qualify for this promotion because she didn't read the terms and it would actually be $160/month. I then received a notification that a HARD credit check had hit my report. Because of this, I cancelled my services since Cox can't be trusted. I went elsewhere for internet.
  
  Fast forward to May 2024, I received an email from Cox that if I reconnect my services I would be eligible for special promotional pricing. I called in and was quoted for 1 gig internet at $40/month for 2 years, so I figured I would give it another chance and reactivated my service. June 2024, I received a bill for $110. I call in and am advised that discount was for one month only and my new monthly total is $110/month. The supervisor said she would call me back after looking into this and never called back. I had to call back a week later and was told the same thing. So yet again, I cancelled my services with Cox and WILL NOT be paying the $110.
  
  I ask the reps to listen to the previous call so they can clearly hear the price I was quoted. They all refuse. Cox is truly the only large company I have dealt with that can BLATANTLY LIE to their customers and take advantage of them just to get the sale. Their actions should be, and probably are illegal. Unless my bill is adjusted to the actual prices I was quoted several times, I will not be satisfied.

  Business Response

  Date: 07/24/2024

  Dear
  BBB,
  
  Cox Communications is responding to the review received
  from your office on July 23, 2024, with the assigned BBB Review ID of 22030645
  
  A Sr.
  Customer Care Specialist contacted our customer on July 24, 2024, in response
  to his review. The Specialist confirmed that our customer was provided
  incorrect information by a Cox representative concerning his promotional
  monthly rate. Cox apologizes for the error that occurred and will use this
  opportunity for coaching our agents.
  
  As a
  goodwill gesture, Cox will honor the promotional monthly rate he was quoted.
  The Specialist made the necessary adjustments to his monthly rate and went over terms and conditions. Our customer
  indicated that he was satisfied with our resolution. We provided our customer
  with our direct contact information should he have additional questions or
  concerns regarding this matter.
  
  Sincerely,
  Cox Senior Customer
  Care Team

  Customer Answer

  Date: 07/24/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22030645, and find that this resolution is satisfactory to me. Cox Communications was very fast, courteous, and kind in getting this resolved to ensure I was satisfied, unlike previous experiences. Because they honored their mistake, I am completely satisfied.
  
  
  
  Sincerely,
  
  
  
  Onur Mengi

• Initial Complaint

  Date:06/21/2024

  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.

  They overcharged us for our internet bill. We called in regards to adjust our payment date from May 26,2024 to June 1, 2024. They agree and told us that we don't have to worry about payment till June 1, 2024. Now, they are billing us a bank rejection fee that they filed twice on May 26,2024. We tried calling and explaining the situation but they are not very helpful and wouldn't give us any help.

  Business Response

  Date: 06/24/2024

  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 have provided a successful resolution. The customer had a scheduled payment entered on 5/22 to pay his bill on 5/26. The customer contacted our chat support on 5/25 to change his bills due date but did not ask to change the schedule payment to be processed on the new due date. As a courtesy our specialist provided a courtesy credit to waive the returned payment fee caused by payment being process on the old due date. 
  
  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. 

  David B.
  Senior
  Customer Care Specialist
  Executive
  Escalations Support Team