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

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

  
• 

  Cox Communications

  180 N Palafox St Pensacola, FL 32502-4839

  
• 

  Cox Communications

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

  

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:11/08/2023

  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 just found out my cox bill has not been paid. I made a payment of $425 September 29, 2023 i was told that was for the previous month so I requested to speak to someone to lower my bill. I was transferred to another department . That agent told me i had the porn channel on my account and I was shocked. I asked how long had it been on my account and she said for years. I said that can’t be true because I don’t use any porn channels. She said she would stop the account. I asked for a credit she said no. In the summer my granddaughter somehow got to the porn channel when i was in another room. When I came into the room i was shocked and said what are you doing she replied it said adult and I’m an adult I told her that was not what that meant. I immediately contacted Cox and told them what had happened. The agent said she would cancel the account and stop the access. I thought everything was ok but when I talked to the agent today she said it had been going on for years and said someone in my household had used the sight for years. I am 76 years old and the only one in the household and i have never used a porn sight except the time my granddaughter used it and was I assured it had been cancelled. I asked the agent today to see the notes when i called about my granddaughter. She just kept saying it had been for years and someone had to ordered the sight. I told her i am the only one in my household. She just kept saying Ma’ma it had been on my account for years i asked when did it start she was rude she just said Ma’ma it had been years. She said she had stopped the use of the account and could do no more. I asked could I stop the use of the sight by changing my password and she said no. I then asked how can it be stopped she just hung up and said Ma’Ma have a good day. I want a complete review of how, when and who was using my account for porn. Constantly using Ma’Ma is very condescending and indicates no respect or interest in reviewing my account

  Business Response

  Date: 11/15/2023

  Dear BBB, Cox Communications responds
  to BBB complaint ID # 20843554 filed with your office on November 8, 2023.
  
  Cox apologizes for the billing and On Demand subscription concern our customer detailed
  in her complaint.
  
  A Sr. Customer Care Specialist contacted
  our customer on November 10, 2023 in response to her complaint and agreed to
  credit her account for the charges incurred for the On Demand subscription channel
  that should have previously been removed from her account.
  
  Our customer has been provided direct
  contact with our Specialist should she have any additional concerns regarding
  this matter.
  
  Sincerely,
  
  The Cox Sr. Customer Care Team

• Initial Complaint

  Date:10/31/2023

  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.

  COX Still has not picked up a broken modem or arranged for me to drop it off, and now they are demanding $146 a month over my previous bill of $115 a month. This is OUT OF CONTROL and I feel that COX is retaliating against me for speaking out.

  Business Response

  Date: 11/09/2023

  Dear Better Business Bureau:
  Cox Communications (“Cox”) is responding to the complaint
  filed with your office on October 30, 2023, and assigned complaint ID #20799415.

  We would like to thank the Better Business Bureau for the
  opportunity to assist a valuable customer. We apologize for any inconvenience
  our customer may have experienced. It is certainly not our intention to cause
  any frustration.
  The Cox Executive Escalation Team attempted to contact our
  customer in response to their complaint. Unfortunately, we were unsuccessful in
  reaching them.
  If our customer would like to speak with us regarding their
  complaint and concern, they can reach our Executive Escalation Team at the
  phone number that we provided in the email that we sent them.
  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 Better Business
  Bureau has given to us to assist our customer.
  Sincerely,
  Cox Communications East Executive Resolutions team

  Customer Answer

  Date: 11/13/2023

   
  
  Complaint: 20799415
  
  
  
  I am rejecting this response for two reasons
  
  
  1: My bill was unilaterally increased due to COX's practice of contacting customers and having us enter into pricing agreements and 'deals' that are not listed on the website or elsewhere. The contents of these 'deals' are not available for us to view when speaking with the representative, and when they 'expire' we are automatically entered into the new, 'best deal' available to us (which is always the new, higher price).
  
  How do these 'deals' compare with standard broadband access pricing nationally?
  Why must a customer take time from work to address these issues?
  Why aren't these agreements listed in the billing section of the app?
  Why can't we see what 'deals' are available?
  Why can't we see the 'deal' we are currently signed up for?
  
  
  
  2: I have already spoken with COX representatives ad nauseum, I've taken HOURS from work to address this broken modem already!
  COX needs to pick up non-functional equipment.
  My home is not a storage unit.
  Schedule the pick up. 
  
  ****** ******

  Business Response

  Date: 12/06/2023

  Dear Better Business Bureau:
  Cox Communications (“Cox”) is responding to the rebuttal of the
  complaint filed with your office on October 30, 2023, and assigned complaint ID
  #20799415.
  We would like to thank the Better Business Bureau for the
  opportunity to assist a valuable customer. We apologize for any inconvenience
  our customer may have experienced. It is certainly not our intention to cause
  any frustration.
  Since our initial attempts to reach the customer. We have
  been able to connect and address his concerns. Our customer has also been
  provided with the direct contact information for the specialist assigned to him regarding those concerns, should he have any follow up questions.

  
  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 Better Business
  Bureau has given to us to assist our customer.
  Sincerely,
  Cox Communications East Executive Resolutions team
  

  
  

  Customer Answer

  Date: 12/06/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20799415, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:10/10/2023

  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.

  Internet service has been unstable for over a month. Have had multiple technicians out and they stated it was an issue on the main line in the neighborhood and a lineman would be out to fix it in the next day or two. After multiple calls and escalated tickets there has been no resolution for over a month. They cannot even give me an ETA on when it will be fixed.

  Business Response

  Date: 10/13/2023

  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 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 Office

• Initial Complaint

  Date:08/18/2023

  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 called in July because my bill went up. I found out that the promotion fell off but the price protect was still on. I called and spoke with a Miley. She assured me my new rate would be $171.03. She also said she would send me an email confirming the rate. A few minutes later in the call, she said they were having server problems and although the email had one rate she assured me that the final rate would be the $171.03. She informed me that the price protect was not due to come off till 7/20/23 and she would try to put it back on. However, if she could not, she said the bill would only go up $4. While she was trying to work on the issue, we got disconnected. She never called me back so I called back later that evening. The person I spoke with was a male, I didn't get his name. I told him about being disconnected and the person never called me back. I also told him that I had been promised the $171.03 rate and the person had been working on it. He said he would fix it and he assured me the rate would be what I was quoted. He also threw in cox support and showtime for my inconvenience.
  I called in August and spoke to a Dionne and explained what happened. I was told that they could order the phone calls and see what the representatives told me. I was also told Cox would honor what the reps told me. I called today and spoke to a person named Saul. He said there was nothing he could do because when the price protect fell off, it went up $23. I asked to speak with a supervisor. I spoke with Jess. She basically told me that yes the customer reps did quote me the $171.03 rate but she was sorry because she could not do anything about honoring what I was told. I have been with Cox for more than 16 years. I am livid that I have been a loyal customer and this is the way I am being treated. They need to spend more time training new employees. If they are not going to do that, they need to at least honor what valued customers are being told.

• Initial Complaint

  Date:07/19/2023

  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.

  Phone service has been completely out for an entire week.
  There is no estimated time for repair.
  There has been no pause in billing.
  I have no way to communicate with my children at home.

  Business Response

  Date: 08/04/2023

  Dear BBB,
  
  Cox Communications (“Cox”) responds to BBB complaint ID # 20343740 filed with
  your office on July 19, 2023.
  
  Cox apologizes to our customer for his service issues and the recent experience
  that he encountered when speaking with our representatives. A Cox Senior
  Customer Care Specialist contacted our customer on July 19, 2023, in response
  to his complaint and quickly resolve the service issue he was experiencing. 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 with our direct contact information should he have
  additional questions or concerns regarding this matter.
  
  Sincerely,
  The Cox Sr. Customer Care Team

• Initial Complaint

  Date:07/18/2023

  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.

  I have been trying to check my emails and have been unable to do so. My email account is under my elderly mother’s account since I live with her to help care for her. I have tried to call the tech support line 3 times, and get a beep beep beep beep sound like I would when a number has been disconnected. The store is closed and I am unable to get to them while they are open during the week due to my own job. My elderly mother is not tech savy enough to explain to the store techs that the email website does not work for some reason.

  Business Response

  Date: 07/28/2023

  Dear Better Business Bureau
  Cox Communications is responding to the complaint filed with
  your office on July 18, 2023, with the assigned complaint ID of # 20335177
  We would like to thank the Better Business Bureau for the
  opportunity to assist a valuable customer. We apologize 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
  and are currently working with our customer as the issue is intermittent.  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 Better Business
  Bureau has given to us to assist our customer.
  
  Respectfully,
  Cox Communications East Executive Resolutions Team 

• Initial Complaint

  Date:07/17/2023

  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.

  Cox Technicians have visited our house twice in the past two weeks. On both occasions, they assured us that the problem had been resolved. Initially, they attributed the issue to a faulty modem, and the second time, they claimed it was due to a problem with the cable connecting the modem to the wall. Unfortunately, each time we had to wait several days for a technician to arrive. Regrettably, the problem has resurfaced once again. Moreover, when we attempt to communicate with them after hours, we are connected to a bot that is unable to assist us. The company fails to comprehend that certain households cannot afford to wait for days on end for them to rectify the problem. Despite bringing the matter to their attention on multiple occasions, they persist in attributing it to a local outage, even though neither of my two neighbors have experienced any such outage.

  Business Response

  Date: 07/20/2023

  Dear Better Business Bureau:
  Cox Communications (“Cox”) is responding to the complaint filed with your office on July 17, 2023 and assigned complaint ID #20324932.
  We would like to thank the Better Business Bureau for the opportunity to assist a valuable customer. We apologize for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.

  
  The Cox Executive Escalation Team attempted to contact our customer in response to their complaint. Unfortunately, we were unsuccessful in reaching them. However, we were able to identify and resolve service issues to the node that serves this customer’s address. If our customer would like to speak with us regarding their complaint and concern, they can reach our Executive Escalation Team at the phone number that we provided in the email that we sent them.

  
  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 Better Business Bureau has given to us to assist our customer.
  Sincerely,
  Cox Communications East Executive Resolutions team

• Initial Complaint

  Date:07/05/2023

  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 neighbors are having cox installed into their house. A cox person came into my backyard and drug a cable from one side of my backyard to the other down the middle of the yard. They then threw the cord over my flower bed and stepped into the flower bed.
  Once I saw what was done I asked if it is a possibility to move the cord from the middle of my yard. I also asked if it’s possible to follow the fence line and to not dig up the very middle of my yard from one side to another.
  Another cox person came to examine the yard. He stated that they normally do not throw the cord in the middle of the yard like that. He stated that he does not want to fix the other persons mistake and left the cord in the middle of my yard. I expressed concern about mowing the yard and he told me to move the cord. I asked about burying the cord along the fence line he said it should have been laid out like that.
  I called the following day and spoke to a person on the phone about not digging up my backyard and following the fence line. He advised that they can dig where the want because it’s been approved.

  Business Response

  Date: 07/13/2023

  We want to thank the customer for taking the time to
  file his concern.  In receipt of this complaint, Cox spoke
  with the customer on July 13, 2023. We were able to coordinate contact
  with the local vendor manager for his area and we believe he is satisfied
  with our efforts to resolve this matter.  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

  Business Response

  Date: 07/20/2023

  We want to thank the customer for taking the time to
  file his concern.  In receipt of this complaint, Cox spoke
  with the customer on July 19, 2023, and he confirmed the cord located in
  his yard was removed. We believe he is satisfied with our efforts to
  resolve this matter.  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

  Customer Answer

  Date: 07/20/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20274994, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:07/05/2023

  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.

  On May 27, 2023, a Cox technician installed a cable box at one of the outlets in my house. Subsequently, my TV service would frequently freeze up requiring a cable box reboot. The TV service would then work again for minutes to an hour and then freeze up. I contacted Cox support services to inform them of the problem the next day. They informed me that the earliest available time for a technician to address the problem would be Friday, June 2. This problem was aggravated by the fact that I am quadriplegic, live alone and unable to reboot the cable box. The technician that came to the second visit changed all the connectors on the cables and stated that this would resolve the problem. IT DID NOT. I again contacted Cox and was told that it would be several days before they could resolve the issue. The same technician came out with his supervisor and performed additional tweaks and said that this should resolve the problem, but it continued to occur. They said that if this recurred, I would need to have my house rewired with new cables. So, I called Cox to schedule a rewire and had to wait for several days for a technician to be scheduled. The technician arrived on June 27, 2023, and he was not aware that he was to do a rewire. Instead, he assessed the signal strength to the home and inside the home and told me that the problem should be resolved if a new tap was put on the outside of the house. He stated that it would take 24 to 48 hours to complete the call. 48 hours after his visit, I called Cox since no tap had been installed and discovered that the request was never submitted. The customer service rep. submitted the service request and told me that she would "escalate" the service request. 48 business days later, which was yesterday, the service had not been performed. Therefore, I have been without TV service for a month. It is my hope that the BBB of Northwest Florida can facilitate a resolution of this matter.

  Business Response

  Date: 07/25/2023

  Dear Better Business Bureau
  Cox Communications is responding to the complaint filed with your office on July 5, 2023, with the assigned complaint ID of #20272874.

  We appreciate the opportunity that the BBB has given to us to assist our customer.

  A Cox technician was dispatched to the customers home to address the service issue.  The technician was able to resolve the issue.  A member of the Cox Executive Escalation team spoke with the customer and added credits for the time the service was not working. 

  It is always our goal to provide our customers with exemplary customer service. As a customer service-oriented company, we know that our success depends on our customers' perception of our company. Once again, we would like to apologize for the frustration that the customer has experienced.

  Respectfully,
  Cox Communications Executive Escalations Team

  Customer Answer

  Date: 07/28/2023

  A Cox representative responded promptly to my complaint and stayed involved until a technician appeared to have resolved the problem after 2-3 weeks of effort. Unfortunately, a new problem has developed where the TV signal drops for a few seconds and the restarts. I plan to call the technician today regarding this issue. Due to the sporadic nature of the problem, I'm not sure what he can do if he can't witness it, but I'll tell him about it.

  Customer Answer

  Date: 08/02/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20272874, and find that this resolution is satisfactory to me.
  A Cox representative responded promptly to my complaint and stayed involved until a technician appeared to have resolved the problem after 2-3 weeks of effort. Unfortunately, a new problem has developed where the TV signal drops for a few seconds and the restarts. I plan to call the technician today regarding this issue. Due to the sporadic nature of the problem, I'm not sure what he can do if he can't witness it, but I'll tell him about it.
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:06/06/2023

  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 moved addresses in December of 2022 to my current address **** ******* ****** ** ***** *** **. I requested a transfer of service through Cox communications to have my internet service moved to my new address. They made an error when moving my service and I'm being double billed for my internet service since December of 2022. My previous address *** ********** **** ********* ** was still being auto billed until i noticed this week. I reached out to Cox communications to tell them about this error and they made it seem like it was my fault for not noticing the overpayments. They offered me a reimbursement for 3 out of the 6 months and said they could not give me a full refund. So i would only receive half of the almost $700 they took from me. If you could assist in any way i would appreciate it!

  Business Response

  Date: 06/07/2023

  Dear BBB: 

  Cox Communications Northeast Executive Escalations team responds to BBB case# 20150195.

  After a detailed review- our team provided an additional credit adjustment to the customers transfer address in the amount of $689.82 as of 6.7.23. In addition, the team the customer had spoken to prior to our review (store) on 6.5.23 provided a credit for an additional 3 months of service. Therefore, the total credit balance on our customer's current transfer address as of 6.7.23 is $1,060.13.

  The customer agreed to this adjustment and if any further questions on this matter our customer has our team's contact information.

  Respectfully, The Northeast Executive Escalations team 

  Customer Answer

  Date: 06/07/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20150195, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****