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:03/17/2023

  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 refuses to take this fraudulent account off my name.. I sent them the proof of my incarceration and they still refuse to admit it was a fraudulent account..

  Business Response

  Date: 03/23/2023

  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 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. 
  
  

  Customer Answer

  Date: 03/23/2023

   
  
  Better Business Bureau:
  
  
  
  I have been in contact but am not ready to accept until the resolution have been brought forth.. 
  
  
  
  Sincerely,
  
  
  **** *****

• Initial Complaint

  Date:01/26/2023

  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 called Cox 800 number today to see if it was possible to extend my current Cox bundle I had for the past three years. I was forwarded to a gentleman (did not get his name because of his accent) who told me he could extend it another two years for 158.13 per month keeping the same channel lineup I currently have. Later today I found out I no longer had several channels I had and was told I would keep. I called Cox again and another person (Jovan) told me to keep all my previous channels ( I should say most channels, I still do not have ALL the same channels would be 182.53, so I am paying more for less. It might not seem like a lot of money to most people but I am a security for citizen on a fixed income and I did not appreciate being misguided and lied to. I think it's only fair to be charged 158.13 and receive back all of my previous channels for the next two years as was quoted to me.

  Business Response

  Date: 01/26/2023

  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.
   
  Executive Resolution Specialist
  Cox Communications

  Customer Answer

  Date: 01/26/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18898455, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:12/27/2022

  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 had ongoing issues with the internet. My upload speed is so slow I cannot do anything with games. I pay for the highest speed possible, and I am getting little to nothing as an upload speed. Please look at my upload in the image I can even communicate with friends or family without Pure LAG.

  Business Response

  Date: 01/06/2023

  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 reviewed the customer's account, as of 01-02-2022 a technician referred their issues to our plant team, as of 01-03-2022 we corrected some issues with the outside lines that should have corrected the customer's problem. if the issues continue at this time, we recommend the customer schedule an apt with our field team to review the issues again, but at this time the issues should be resolved. 

  
  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.

  Thank you, 

  Cox Executive Escalations Team. 

• Initial Complaint

  Date:12/12/2022

  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 has not been working at my apartment. I've called before to try and get it turned off but apparently it didn't get worked out. I called again because I'm moving to get the bill worked out since I haven't been able to get it to work and they want me to pay the full price even though I could not use the service.

  Business Response

  Date: 12/15/2022

  We want to thank the
  customer for taking the time to file her concern.  In
  receipt of this complaint, Cox spoke with the customer on December 13,
  2022, in her complaint we reviewed her dispute that internet service was not
  working. The customer said she had been in/out of her apartment and service had
  not worked and she shouldn’t be expected to pay for not having services. When
  asked if we could troubleshoot the problem or dispatch a technician and she said
  she was moving soon and if nothing could be done to remove the charges, Cox was
  of no help and released the call.  Cox
  records indicate no calls into technical support between March 7, 2022, and December
  7, 2022, and data usage between October 25, 2022, and November 25, 2022. 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:09/08/2022

  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.

  Thu Sept 1 got a visual message on one TV that the set top box needed an update. Remote updating failed and I got a message to contact Cox for resolution.I was given an appointment for Fri Sep 2, between 3 and 5 for a tech to bring me an updated set top box. As 5pm neared I had received no call, no text and no truck had shown. I looked at my email and found a 4:28 email from Cox that implied I had canceled the appointment and should call to reschedule. I called to find out what was going on.The Customer Service rep told me the tech notes said something about "rebooting" "her" service so the appointment was not needed. There had of course been no attempt to reboot our service since the failed attempts on Thursday. There was no "she" in our house who spoke to anyone from Cox, and why did I get an email implying I was responsible for canceling the appointment and needed to reschedule? Neither the CS rep nor the dispatch supervisor understood the note in reference to what had transpired.From the dispatch supervisor I was promised a call back within 30 minutes from the tech supervisor to discuss when a tech would be at our house later that evening. After 60 minutes went by with no call I tried using live chat. The person who first responded transferred me to a dispatch person. Dispatch said he would transfer me to someone who could send a tech to do the promised service. The live chat went on and on with no further response from anyone on the Cox side. After 30 minutes I gave up and ended the chat.Despite having a tech supv call me re coming back Fri night a "just in case" appointment had been made for 5-6:25 on Sat Sept 3. At 6:50- 30 minutes after my window closed- I received an email once again implying I had canceled the appointment and should call Cox to reschedule. Cox twice failed to show up for my appointments with no contact and no explanation. Cox failed to meet a call back commitment and Cox's live chat yielded no help whatsoever.

  Business Response

  Date: 09/30/2022

  Cox's Executive Escalations SE Team submits the following response to this complaint.
  
  
  
  We would first like to apologize to our customer for the negative experience that he has encountered, and for any inconvenience that he has experienced as a result.
  
  
  
  A Cox Executive Customer Resolution Specialist reviewed our customer's Cox account and reached out to him to follow up.
  
  He let us know that at this time his service is working as expected after he swapped the box at the local retail store.
  
  We did issue credits for his 6 days without service and for the 2 missed appointments.
  
  
  
  We would like to thank our customer for being a valued Cox subscriber. We would also like to thank the BBB for affording us the opportunity to respond to our customer's complaint.
  
  
  
  
  
  Respectfully submitted,
  
  
  
  
  
  Cox Executive Escalations SE
  
  
  

  Customer Answer

  Date: 10/03/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  Date:08/31/2022

  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 Cable denied my check for payment claiming a computer glitch on their server.
  They then sent me a disconnection notice for non-payment.
  
  This is highly dubious and I ask that the BBB look into this practice.
  
  When I called them and asked why they said they were sorry. They offered a discount on services.
  
  I see this is a ploy to charge late fees and re-instatement fees after denying payment.

  Business Response

  Date: 09/12/2022

  Cox's Executive Escalations SE Team submits the following response to this complaint.
  
  
  
  We would first like to apologize to our customer for the negative experience that he has encountered, and for any inconvenience that he has experienced as a result.
  
  
  
  A Cox Executive Customer Resolution Specialist reviewed our customer's Cox account. The account records show that the payment was processed, and the account is in good standing.. we have waived any fees associated with a late payment due to this situation
  
  
  
  
  
  We would like to thank our customer for being a valued Cox subscriber. We would also like to thank the BBB for affording us the opportunity to respond to our customer's complaint.
  
  
  
  
  
  Respectfully submitted,
  
  
  
  
  
  Cox Executive Escalations SE
  

• Initial Complaint

  Date:08/31/2022

  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 comm. Started receiving charges from cox (gag) for wifi/tv. I informed them several times that this was a false erroneous charge to no avail. I was never activated with cox--so why bill me? Be careful of this co.

  Business Response

  Date: 09/12/2022

  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 reviewed our customer's former account to address their concerns and we were able to confirm the attempts our customer made by reaching out to our Corporate Team about the account being active against the customer's wishes. For this reason, we have removed any outstanding balance the customer was originally billed and have made the request for the collections remark be updated. In doing this, we expect the negative remark to be fully removed from the Customer's credit report, which may take up to 90 days, based on the Credit Bureau's System.
  
  
  
  Updates to the bureaus are controlled by the credit reporting agencies directly and cannot be influenced by the collection agency or Cox directly. The agency has been advised to reply and attach a letter confirming the deletion request was submitted to the credit bureaus, and to mail a copy directly to the customer.
  
  
  
  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.
  

• Initial Complaint

  Date:08/07/2022

  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 filed a review about Cox on BBB and Cox came back a lied about me and what transpired! I canceled Cox .. the day I canceled they harassed me for final payment and equipment... final payment changed a few times and I assume this is because of equipment. Not long after I canceled they started threatening to turn me over to a collection agency .. now when you sign up with Cox you pay a month in advance and you also pay to a certain time. They texted called and emailed numerous times every day even weekends. It was a month before I turned in the equipment which was a basic modem. I received an email saying I would be charged for the equipment until they could make sure it was working. I spoke to someone about paying the final bill and we agreed on July 31st, even after this the texts and emails threatening collection continued. I tried to pay several times and the account says check back on bill and no option to pay .. the chat says $0 balance.yet the threatening emails continue with the link to pay on Cox.com! Cox responded to my review and said I lied and didn't try to pay until august 2nd and it was already gone to collection but I believe they sent it as soon as I canceled because I tried for days and finally I took a screen shot of my account on July 31st! Because I knew they would try this! Now they are ruining my credit! They lied about this just like they did about how much their services will be! I want this fixed so my credit is not affected! I have the proof that I did try to pay before august 2nd as they claim! This is common practice with them!
  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/08/09) */
  Cox's Executive Escalations SE Team submits the following response to this complaint.
  
  
  We would first like to apologize to our customer for the negative experience that (he/she) has encountered, and for any inconvenience that (he/she) has experienced as a result.
  
  
  A Cox Executive Customer Resolution Specialist reviewed our customer's Cox account. As previously stated Cox would advise Ms. Brooks to contact the Cox account services & billing department by phone to speak with a live agent at 1-850-478-0200 in regards to payment options. Cox records show a online chat log from August 2nd, 2022 of Ms. Brooks attempting to make a payment but the account balance was sent to a collection agency July 31st, 2022 due to failure of payment being made by this date. Our record do not show that Ms. Brooks spoke with an agent via phone or chat as it pertains to making the final payment during the month of July.
  
  
  We would like to thank our customer for being a valued Cox subscriber. We would also like to thank the BBB for affording us the opportunity to respond to our customer's complaint.
  
  
  Respectfully submitted,
  
  
  Cox Executive Escalations SE
  
  
  Consumer Response /* (3000, 7, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This does not solve the issue! And I am still being lied about and to! I set up the payment date for July 31st! I tried to pay before that date as I was being harassed by Cox thru texts calls and emails! I tried to pay thru my account!! So how does me not paying by agent or chat have anything to do with that! I could not pay thru my account online because my balance showed $0 amount days before July 31st!!! I waited until I had turned in the equipment because I was told there could be an additional charge but I still tried to pay days before the final date. How can you pay a $0 balance! Cox continued to send text and emails after July 31st saying I could pay online... like I had tried for almost a week! That is when I went to chat and tried to pay there as well. They are trying to say I did not try and pay before the final date but I showed proof... I should have screen shot every day prior that I tried because I knew they would do this! Immediately after I got off the phone with the agent to set a final due date I recieved a text and email stating I needed to pay immediately.. they are now trying to say I never tried to pay and it went in to collections on July 31st when that was the final date but there is no way because obviously they sent it well before and that's why the account was $0 balance when I tried to pay! Now they are trying to ruin my credit because they didn't honor the final date but want to blame me! This is the exact reason I left and why my mother left and why so many others are leaving! And then they try to act like they didn't do anything and smooth it over! If there is a $0 balance you also can't pay by their automatic phone line . Once again I tried to pay before the due date!!!!! I showed proof and they still want to bring up the august 2nd chat when I finally got frustrated and tried to pay thru chat! Just like when the entire neighborhood would be without internet for hours every night for weeks and yet they would tell me it was my equipment and my fault ... I guess all the neighbors used my equipment as well! They never admit fault and keep a good rating! Now all they want to do is blame me and tell me where to go pay but not address the real issue which is I did try to pay and they are ruining my credit!
  
  
  Business Response /* (4000, 9, 2022/08/11) */
  Cox's Executive Escalations SE Team submits the following response to this complaint.
  
  Cox's position has not changed. As previously stated Cox would advise Ms. ****** to contact the Cox account services & billing department by phone to speak with a live agent at 1-850-478-0200 in regards to payment options.
  
  
  We would like to thank our customer for being a valued Cox subscriber. We would also like to thank the BBB for affording us the opportunity to respond to our customer's complaint.
  
  
  Respectfully submitted,
  
  
  Cox Executive Escalations SE
  
  
  Consumer Response /* (4200, 11, 2022/08/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  And once again Cox does not care about its consumer.. they refuse to listen because they can not keep charging me every month! If I was still a customer they would try to fix this error! They are also giving me the number to call their billing department even though today I received in the mail a letter from a collection agency and now I seem to owe $175!! For a bill that I tried to pay before the final date! And now my credit will have a blemish on it because Cox did not hold up their end of the deal! They turned me over to the collection agency before the 31st! That is why I had a $0 balance for over a week on my account! And it's all because I finally found someone else to use! So many people are trying to get away because of how Cox treats it's customers! I guess I will now deal with the collection agency who now say I owe $175 not $149!

• Initial Complaint

  Date:07/28/2022

  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.

  on or about the first of 2022 I did and up grade to my internet with Cox Communication. I was imformed that I will have faster internet and that I would be able to use it all over my home, which is a lie. I have reached out to Cox Communication numerous of times and they have sent out so many different Tech with different answers about the internet. On Tuesday Cox Communication Tech came to my home about 2 p.m. just to tell me that In the p.m. time of the day when everyone is home I can expect my internet to be slow or not even able to use it at all. Like I told the Tech I'm a student and I need my internet to do my school work and all he said to me was that you are just going to have slow internet. I'm not happen about this because I'm paying for something I'm not getting and I want Cox Communication to fix the problems, because I was told by them that if I do the upgrade for $ 20.00 plus more dollars I would have fast internet that will work throughout my home, and right now that has not been the case as of July 27, 2022
  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/08/08) */
  A Cox Executive Customer Resolution Specialist reviewed our customer's Cox account. The account records show that an agent SPOKE WITH MARY, she stated THAT 1ST TECH SHOWED UP JSUT TO TELL HER THAT HE WOULDNT BE DOING ANYTHING AT HER HOME THAT DAY AND PROMPTLY LEFT. SHE FELT THAT COULD HAVE HAPPENED ON A PHONE CALL OR TEXT AND FELT HER TIME WAS WASTED. A TECH WAS SENT OUT AND WAS ABLE TO GET EHR INTERNET FUNCTIONING AND WORKING BETTER THAN PREVIOUSLY, BUT STILL AHS FLAWS LIKE POOR COVERAGE. TECH FROM YESTERDAY TOLD HER TO GET AN EXTENDER, AND WE DID PROVIDE HER WITH DETAILS AS TO WHT TO LOOK FOR AND PRICES.
  The tech that went out indicated that the customer's SPEED was AS HIGH AS 958.60 down AND 36.6 up ON THe WIRED COMPUTER.
  
  
  
  We would like to thank our customer for being a valued Cox subscriber. We would also like to thank the BBB for affording us the opportunity to respond to our customer's complaint.
  
  
  Respectfully submitted,
  
  
  Cox Executive Escalations SE
  
  
  Consumer Response /* (3000, 7, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The reason I do not accept is because I'm still having the same problem that I were having before. I have been for a services for almost a year that I have not been able to use, and I'm not happy about it because I'm a full time student and I need the speed of my internet to work, without someone from Cox coming to my house every other day or week. This is not the American way. If you pay for a service you should receive the services that you are paying for and right now this is not the case.