Reviews

This profile includes reviews 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

  
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  Cox Communications

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

  
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  Cox Communications

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

  
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  Cox Communications

  180 N Palafox St Pensacola, FL 32502-4839

  

Review Details

• Review fromTommy V

  Date: 06/08/2023

  1 star

  Tommy V

  Date: 06/08/2023

  A business that is absolute deceptive in their sales practice. There is no reason why a rep should should not explain the contract terms. There was never explanation of my plan on being locked in for 3 years. Doesnt surprise me with having a 1 star average rating.

  Cox Communications

  Date: 06/09/2023

  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.

• Review fromLarry W

  Date: 05/10/2023

  1 star
  Literally the worst internet service since the invent of the internet! At my last place it was great, zero problems. Since we moved its out more than its on. If you rely on internet service for work, security, TV or anything else, then NEVER get service thru them. Then when you want to cancel because of crappy service, they use the "your under contract for 2 years and if you cancel there is a early termination fee". So basically I'm being held hostage til my contract is up. But I can guarantee you when it is up, they can stick it where the sun don't shine!

• Review fromLatrese J

  Date: 05/10/2023

  1 star
  I have been a Cox customer for over 10 years. I am a remote employee who have to have internet in order to do my job. As of right now I am working on 4 out of 7 points, due to Cox Cable. I called to let them know our service is down again and their Customer Service Rep Micah told me that the earliest they can have a rep out is 2 days after I reported my service being down. I advice the rep I would need someone out before then because, my kids homeschool and I work from home with ATT and we are on a point system, she went on to say that they are doing me a a favor by getting someone out at 8:00 Friday morning. I think not Cox you all have remote workers and I know darn well that your employees internet not working would be an issue. I’m am pissed and COX COMMUNICATION you guys need to count your days, we pay over 200.00 a month for service so to have horrible internet service and customer service is not acceptable.

• Review fromDenise G

  Date: 05/04/2023

  1 star
  I have been a loyal customer for 6-7yrs. I recently got approved for the ACP discount. Since I have ,my bill has went up 3x within these few mos. So my promotion just ended. I have been on the phone and messaging with their agents since last month,when i noticed my bill went up due to my promotion ending this time. After repeating myself and being transferred back and forth,an agent in the retention department helped me out and gave me another promotion simular to what I've had all these yrs. I thought it was all straighten out and my bill would be corrected and cha get before due date. I went on to pay it and noticed it only dropped 6dollars. And bill was now 69.**. When the agen told me with my ACP discount my new bill would be 45.** and even gave me a confirmation #. Here I contacting them once again. And having ti repeat everything over and over again. All I want is what was already given to me..all they needed to do what apply it on their end. I don't have time to be contacting them everyday. I'm never late in paying my bill!!! I've never been disconnected ever in all these yrs I have been with this company!!!! I tried to resolve this before bill due date. Which was yesterday!! Afen t told me it would be applied that day. It was bill due date. I have contacted the FCC on this once before which they contacted cox and they reached out to me on it..I shouldn't have to be contacting them e every time cox cable decides to raise my bill once again before promotion is even up. Since I've been approved for ACP they keep raising my bill. It's never happened before I got approved for program barely a few mos ago. Why us this if my promotion hasn't ended and I am on the ACProgram!! This is soo frustrating. I get 36shots on my head for migraines firm being in a roll over accident. All this unnecessary isn't helping it whatsoever!!! Was given a set price fir as long as promotion is at $45.]** And was told it would be$55.**. How is that when my new promotion is $75 w/ACP.
  

• Review fromJeffrey K

  Date: 04/26/2023

  1 star
  Been with cox for a long time. Currently the Internet goes down daily and I have Cox's number on speed dial. They no longer even let me get text updates on the repairs. I did finally see a truck in the neighborhood about 5 days ago and thought finally, but it was down again within 24 hours. Had visitors try to work from home and you guessed it the internet went down. Doing college virtual classes and again internet goes down. Call center is friendly and tries to be helpful even refunds occasionally, but what I want is reliable service which doesn't seem available in Pensacola.

• Review fromGreg G

  Date: 04/18/2023

  1 star
  Cox is the worst internet provider I’ve ever dealt with. Charging $60 a month for unlimited data is nothing short of greed and theft.
  It took me 3 months to get a line run to my house that is less than 150ft from the road. No communication at all. Couldn’t get an status. Had to Google a regional construction manager to get a resolution.
  Cox comes by randomly and determine there’s interference on my line and disconnects it while I’m at work. No phone call. No notice. Then I had to get snippy for them to send someone out same day.
  This is what happens when there isn’t any competition in the area.

• Review fromCindy H

  Date: 04/05/2023

  1 star
  I have been working with cox to get a log on issue fixed and have completed the 2 step verification process 3 times in 4 days and gave had cox representatives on phone while doing this. I am still unable to log in in foyrdays with a representative helping me. I give them a 1 star rating.

• Review fromWendy H

  Date: 04/05/2023

  3 stars
  have been a customer of Cox communications in Pensacola Florida for 6 years. I have yet to get steady Internet. I pay for 250 Mbps & my system is run on ethernet. I am completely hardwired. Cox service is spotty & buffering constantly. I can't get streams to open in my apks intermittently, but often. They have been out to my house several times. They twiddle with this and twiddle with that. Then they it should be working but it doesn't. I shouldn't have to pay a premium price for 24/7 service when the product does not work as it should. They have avoided upgrading my area & have been getting away with it for years. They should be penalized for this until it is fixed.

• Review fromMark V

  Date: 03/28/2023

  1 star

  Mark V

  Date: 03/28/2023

  We have been applying for ACP benefits ( which is already approved from the government since January 2023) into our Cox account since February to start receiving benefits but the Cox representatives keeps telling me that it will automatically reflect on our bills. Three billing cycles already has passed but still hasn’t shown the benefit is applied. Multiple times of reaching out to them and different information received and various instructions are followed but still no luck and no help to resolve the problem. Worst, every communication about this matter were asked to be recorded so Representatives can track down the problem but there were no notes on their files. We were also informed that we had to keep waiting to check the next bills if the benefits will be applied and if get missed we will get a Retro from February. We were even advised to unenroll from Automatic Payments so the higher cost amount won’t get credit and we only have to pay the reduced due amount when the benefit is applied. This did not happen and because we were watchful , we avoided to be charge with the late fee as we almost missed the grace period of paying due to their advice. This is so stressful to us to find time to talk to your Representative re this problem and is so frustrating that nobody is able to help. We lost the ACP benefits for the three billing cycles which we deserve to have.

  Cox Communications

  Date: 03/29/2023

  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.
  Stephanie B.
  Executive Resolutions
  Cox Communications, Southwest Region

• Review fromRoberta R

  Date: 03/20/2023

  1 star

  Roberta R

  Date: 03/20/2023

  I spoke with a representative earlier to initiate a payment arrangement. I was assured that the arrangement was set abd that my services wouldn’t be interrupted. Fast forward, my services were disconnected and when I reached out via chat, I was good I have to wait until tomorrow to speak with a representative at 8a. Well I have to clock in for work at 6:30a so that’s time I have to miss for someone’s error. Cox has horrible policies and services. They’re over priced and it’s not fair to consumers that have to use their services because other competitors do not service the area. Then they have the nerve to make a commercial talking about T-Mobile’s internet. If I could I would go with T-Mobile because cox sucks!! The service is always down and they never want to give account credits for it. I’m highly disappointed abs upset that I have to miss time tomorrow to deal with this issue.

  Cox Communications

  Date: 03/24/2023

  We’re sorry for the frustrating experience the customer has had with us.
  We have reviewed the customer's account history and confirmed that only a Promise to Pay and not an Extension was placed on the customer's account. Although a Promise to Pay suspends collection activities, it does not delay any disconnection of service. Cox apologizes for this oversight and has forwarded the customer’s feedback to the involved agent’s leader to prevent a similar event from occurring in the future. Due to the inconvenience, we have credited a reactivation fee that they were billed on 2/22/2023 and 3/20/2023. The credit will appear on their next statement.
  As of 3/20/23, Cox can confirm that the customer's service has been restored and that a Promise to Pay with an Extension has been placed on the account in order to avoid service interruption until their next scheduled payment on 4/8/2023.
  If the customer has any further questions regarding this matter, they may contact our Receivables Management team at 1-877-784-8412.
  Thank you,
  Cox Executive Escalations Team