Reviews
This profile includes reviews for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.05/5 stars
Average of 95 Customer Reviews
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Review fromMelissa O
Date: 07/10/2024
1 starMelissa O
Date: 07/10/2024
They charge you an arm and a leg for basic services. As of now I’m paying $251 for cable and internet that works Less less. They also tend to add stuff without permission. Claim they have specials for recurring customers always fail to deliver on what they promise. Once push to the breaking point and I’m on a roll. Your not going to push that one me ever again coxCox Communications
Date: 07/15/2024
Dear Melissa ******
Cox Communications (Cox) is in receipt of your complaint filed through the Better Business
Bureau. Let me begin by thanking you for allowing us the opportunity to serve you. We thank
you for bringing your concerns to our attention. Doing so allows us to improve the quality of the
service we provide to our customers.
We have reached out to you to address your concerns, however, our attempts to reach you have
been unsuccessful. Once we are able to speak with you and verify your account, we can address
your concerns and provide a successful resolution.
If you have any questions or concerns regarding your account, please contact our Customer Service department at 1-800-234-3993.
Best Regards,
COX – West Region
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The Executive Escalations TeamReview fromDustin K
Date: 05/10/2024
1 starDustin K
Date: 05/10/2024
Been a customer with Cox for 16 years. Never had one issue. That is until July 2023. Since then, there has been constant service outages. I have been upsold on merchandise because “I was having speed issues” which was not the case. I have been told so many things on my end. Here recently there has been nothing but consistent connections. No one can give a time table. I have had to waste my time and call or use their message center to get a credit, Even with achieving that wastes my time. If I didn’t call, they would gladly keep the money without providing the service. I have started keeping records of the messages to them. All I want is the service I pay for. If this was once in a while with an outage or update. Understandable, but July 2024 will be a full year of this happening.Cox Communications
Date: 05/14/2024
Dear BBB:
The Northeast Escalations team responds to BBB Review ID: 43430
We have spoken with our customer and apologized for any inconveniences with respect to agent interactions and provided an update to our customers concerns overall with respect to the technical issues for the area. Also, our customer was provided one of our agents contact information in the event of any further concerns regarding this matter. We appreciate our customer's patronage.
Respectfully,
The Northeast teamReview fromTim M
Date: 05/05/2024
1 starTim M
Date: 05/05/2024
Frequent Outages
My disappointment in Cox communication is rather new. I have used Cox for nearly 20 years but in the last six months the frequent outages in my ZIP Code here in Pensacola is beyond ridiculous. It has been multiple times a month where Internet will go off and you have no TV, no Internet usually for hours at a time.
I am a teacher. I’m a student and here I am with nothing. There has been no explanation each time
I have called customer service or messaged them and messaged back-and-forth each time the same excuse we’re working on it. We’re working on it.
If you have another internet provider option I suggest you go with another option if you’re in the Pensacola area.
This is rather sad because for years, they were a reliable company with very few problems, But in the last 6 to 8 months, this has just been a ridiculous repeating issue of Internet outages with no explanation. Unfortunately, I have lost all confidence in Cox communications for Internet service and they have done nothing to gain my confidence.Cox Communications
Date: 05/08/2024
We apologize for the frustrating experience and appreciate the opportunity to address the customer's service concerns.
Cox found the power going to the neighbor was not working correctly and with the Power Company's assistance repaired the power. Since it was an issue that lasted almost a week, Cox applied a one time credit to the customer's account,
Should the customer have any further concerns, they can reach the Executive Escalations Specialist at the number provided.
Sincerely,
Cox Executive Escalations teamReview fromAllison H
Date: 05/01/2024
1 starWhen I contacted Cox Communications, I was looking for three answers; what was the reason for the outage, when service would be restored, and if the service outage lasted longer than 24 hours if the account would be prorated. I received none of those answers. Instead, what I did receive was someone who was trying to upsell me on a service that I can’t even use. During that upsell, it was stated that they could easily reset my equipment and I could start using the faster internet IMMEDIATELY. It is now my understanding that the service outage is just an excuse to get people to pay more for internet, which is DESPICABLE. I find it repulsive that cox would stoop to such levels that they would turn off services to hold their customers hostage until they are forced to pay more. When pushed on that issue, the agent on the other end did not deny that was the case nor did they correct themselves if it was said in error. They continued with saying the service would be out and did not answer any of the original questions; only furthing the belief that this is intentional. I asked for a link or an opportunity to provide feedback-I was instructed that there would be a link, and when I pressed for that link the chat reverted back to a chat box. It is clear that I was never going to get that link. Rest assured that when we move, cox will no longer be our internet provider as this experience has shown the abominable practices that cox will use (and likely continue to use) to raise prices out of contract.Review fromlizzy b
Date: 04/29/2024
1 starlizzy b
Date: 04/29/2024
absolutely terrible customer service from quinton or whoever. i’ve had problems with cox for the last year with my bill fluctuating drastically every month. i finally called to cancel and explained to both employees why i was cancelling and i explained that i knew it wasn’t their fault.. im a server so the last thing i want to do is upset people. the man i talked to was so incredibly rude to me and was laughing like i was stupid because i refused his help- they’ve “helped” multiple times fixing my wifi and bill just for my wifi to go out 20 times a week and a bill ranging from 70-130 every month. he ended the call with a snark “anything else i CANT help you with”… sir bffr. do better coxCox Communications
Date: 05/01/2024
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 reached out to our customer to address their concerns, however, our attempts to reach them have been unsuccessful. We have emailed the customer directly and our Senior Customer Care Specialist provided their direct phone number to assist the customer if needed.
Thank you for your time and consideration.
Senior Customer Care Specialist
Executive Escalations Support TeamReview fromKim B
Date: 04/13/2024
1 starKim B
Date: 04/13/2024
Dishonest company. Slimy sales people in the loyalty/retention department misleading long term customers. They lie and mislead. I am finally ending my relationship with this organization. The loyalty department convinced me to stay by reducing my bill from $375 to $217. They continued to charge me $375 and denied they changed my monthly bill amount. I spoke to a slimy sales dude who went by the name King and after I hung up he actually called me back from a Las Vegas phone number denying they ever offered me a better rate. I almost called my lawyer to send the company a cease and desist. I called the company five times to straighten this mess out and got nothing but lies and the run around. Do not trust this company. Stay away!Cox Communications
Date: 04/18/2024
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.
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.
Gary L.
Executive Resolutions
Cox Communications, West RegionReview fromSusan N
Date: 04/03/2024
1 starSusan N
Date: 04/03/2024
Our family has had problems with Cox Cable since we returned to Pensacola in March of 2021. They have gone up on our cable since that time for ridiculous things such as charging for 911 calls we never made. We have services go off and on almost on a daily basis, including our landline, and they told us we'd be charged for service calls (on THEIR equipment). This month, our services went up $33.13 and when I called (and waited over an hour on the line before they answered) Mark told us there was NOTHING they could do for us even though we are both seniors on a fixed income. I even compared the services myself online with the same services we have and it offers that at 12.00 cheaper per month...but wait...when you are almost through, they add $8.50 per month per television and the services go right back up. These people ARE NOT HONEST nor do they care about the affordability. I reported them to the FCC recently and they blatantly lied on their response. There's more but we'll end it with this- Cox Cable is horrible to their customers but, as long as they get their money it doesn't matter what the consequences are.Cox Communications
Date: 04/05/2024
Cox Apologizes for our customer's experience concerning their billing concerns. A member of the Cox Executive Escalations team contacted the customer and addressed her concerns. After thoroughly looking into our promotional offers, Cox confirmed they are getting the best rate we have available with their current discounts. The customer has been provided with the Executive Resolution Specialist's direct contact information should they have additional questions or concerns regarding this matter. Sincerely, Cox Executive Escalation TeamReview fromCarrie R
Date: 03/29/2024
1 starCarrie R
Date: 03/29/2024
Our 2 yr. contract ended on a Friday and Saturday was a holiday. These, fools charged me $200. When you go into a store, they are as disrespectful as ur mother in law, on Thanksgiving. Tighten up and be better for those that are loyal. Thank you and God bless.Cox Communications
Date: 04/03/2024
Dear Former Customer BBB review ID#41928.
Our Northeast Executive Customer Resolution team has attempted to reach you at the telephone numbers we have on record, although was unable to leave a message. On 4.2.24 one of our supervisors sent an email to you and provided a contact number to you in the event we could be of further assistance to you. We appreciate your feedback and look forward to addressing any unattended concerns.
Respectfully, The Northeast Executive Customer Resolution teamReview fromLuc B
Date: 03/27/2024
1 starLuc B
Date: 03/27/2024
Straight up false advertisement. You're lucky if you get half the speed you pay for.Cox Communications
Date: 03/29/2024
We have made multiple attempts to reach this customer but have not been successful. If he wishes to speak to a representative, he may contact us at the phone number provided to him. Thank you.Review fromMike R
Date: 03/10/2024
1 starAgainst my better judgement I wasn’t with this company, boy was I in for a ride! It has been nothing but a huge nightmare and hassle dealing with them. We have paid our bills without fail, but we did switch apartments and requested a switch to our new place. Didn’t go through. Their screw up is costing us double of what we were told. We contacted them but no avail, they won’t admit to their mistake, so we’re having to eat it. THRN our bill comes and we ask for a simple extension but they’re saying no, won’t do it (despite the fact they have that option on their site). So now we’re screwed in this deal without help. HNot missing a car payment to have cable, switching to streaming services with a different internet provider
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