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

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

  
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  Cox Communications

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

  
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  Cox Communications

  180 N Palafox St Pensacola, FL 32502-4839

  

Review Details

• Review fromYuyu Z

  Date: 10/21/2022

  1 star
  I had my internet service unexpectently cut out as it was in use. I did basic tech support for myself before i contacted their tech support. After 3 different conversations with 3 different agents, they were convinced and had try to convince me that my router that is less than 2 years old (that i bought and not rented from them) was "OUT DATED" that it was "TOO OLD" and thus the internet cut out. One of them even try to say I needed their HIGHEST speed to get internet again. None of the 3 TECH SUPPORT agents actually provided me with a diagnostic or assistance to my issue. Instead they all spent over 45 minutes each to convince me to buy faster internet, buy a new $240 cable router with wifi with docsis 3.1, or pay $12/month to rent their modem as they would "FIX EVERYTHING ABOUT THEIR OWN MODEMS". Since I was the first one to call in, they didnt even bother to check if there was an area outage issue, Mind you I have already spent 3 hours with "tech support" without a cause or diagnosis to exactly why the internet wasnt working. Finally, I was able to get an schedule technician to come out the next day to which the agent said if its something "indoors" they have to fix it would be at a cost to ME because "nothing on their side is wrong" OR if it is outside lines, they would charge the landlord. After being frustrated and OFF the phone hoping a TECH has SOME KIND of knowledge and 3 hours, the app for COX showed theres an AREA OUTTAGE AND "CREWS ARE IN THE AREA IS WORKING ON IT".
  All in all after 3 hours of gaslighting me into buying an overpriced NEW router, and saying my LESS than 2 year old router was "too old", and not getting their FASTEST speed. The reason I didnt have internet, was because of COX, their internet outage.

• Review fromMARY K

  Date: 10/16/2022

  1 star
  We have called in numerous work orders on our tv pixelating and worse no TV Fox channel (4) at all. The technician always says they are working on it but seems odd it happens on Sunday. Giving us a credit is not what we want. After 1 year of this it is not acceptable. We have been a customer for 30 years I am sure your CEO would not accept this. No one has followed thru to permanently fix the issue.

• Review fromNatalia M

  Date: 09/09/2022

  1 star
  The business came up with miscellaneous fees for the ACP program that I neither applied for nor used (I would not qualify anyway). Months later after having my account paid and closed due to moving, my case sent to collections agency. I called Cox and talked to 5 representatives trying to get help and clarify/ resolve the charges. At the end none of them were helpful but eager to transfer me to another clerk. When having spent > 2 hrs on the phone with no result I asked to speak to their manager. I was informed the manager was not available. They gave me the manager's phone number and it turned out to be one of those generic numbers to start the whole thing all over again. It is a nightmare to prove that $30 charges are questionable and that I did not apply to the program. I worked very hard to try to resolve this, but it is just easier to pay $30 than to spend hours and hours of your day being transferred from associate to associate with no resolution. And to get those $30 they send a collections company. I will never do business with Cox Communications ever again and would absolutely not recommend the company to any prospective customer. At least, a fair business should be able to make it right by the consumer and not just bully them into paying the questionable charges as their business practices do not support open and transparent communication and honest business practices.

• Review fromEdward C

  Date: 09/08/2022

  1 star
  Yesterday, at 1pm, a road construction crew drilled through the main Cox line going through the county I live in. By 8pm, service was still out. I was livid at this point, and called. The company refused to provide any reason for the outage. Just gave me a measly 16 dollar credit. Internet finally gets restored in the middle of the night. I hear the reason for the outage by a county supervisor on Facebook, NOT by Cox themselves. I called back to get a further credit but was told nothing more could be done. So a day without service, and no explanation as to why it happened is only worth 16 bucks? I don't even want the credit.

• Review fromThomas N

  Date: 09/02/2022

  1 star

  Thomas N

  Date: 09/02/2022

  They owe me $60 deposit,+refund for rest of month,when I canceled a year ago,have called many times,get run around on how they can't send me my refund,to my new address,maybe hoping I,forget,or something. Their costumer service is a joke,more like hustlers,cheating me out of my money,upon their lies, I need help getting my money back. Because it's been like , impossible,to get my refund. I'm on SSI,disabled elderly,the 80+ dollars they took from me,was food off my table.shame on cox communications!

  Cox Communications

  Date: 09/13/2022

  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 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.
  
  Dani G.
  Executive Resolutions
  Cox Communications, Southwest Region
  

• Review fromColton K

  Date: 09/01/2022

  1 star

  Colton K

  Date: 09/01/2022

  My internet has been down since Monday I notified cox on Saturday something was wrong and they sent out a technician. He said all is good with my equipment it's outside the house. Since then they took all internet offline for myself and all my neighbors. I have contacted cox everyday and they keep telling me it will be fixed by that's days afternoon. I have screenshots of their false hope and promises. Here we are now we see trucks coming and going trying to fix it but nothing is happening. And cox is just trying to sell me and my neighbors newer modems for our internet that we don't need. I hope they fix it soon it's affecting my wife working from home so that is drastically effecting our income. They gave us a measly 35 dollar credit but that is just not enough since we are not getting paid at all from lost work. Also cox is the only provider in my area so not much else I can do about It......... STAY AWAY if you can!!!!!

  Cox Communications

  Date: 09/09/2022

  We're sorry for the frustrating experience the customer had with us. Thank you for the opportunity to address their concerns.
  
  During our onsite visit on 9/6/2022, our technician determined that the customer's service issue was related to their WiFi modem. Our technician verified that the service was functioning properly after exchanging their device.
  
  Regarding the customer's concern about the loss of profits because of network outages. We respectfully submit that Cox is not liable for lost profits or revenue due to service-related matters. See Residential Customer Service Agreement, Section 15(e), at https://www.cox.com/aboutus/policies/customer-service-agreement.html for more information. In addition, if a service credit is given, it is based on the monthly recurring charge for the service that was impacted, as well as the amount of time the service was affected. Our records indicate that the customer has received credits totaling $66.90 since 8/30/22, which exceeds our typical threshold for service-related matters.
  
  Cox is committed to providing its customers with a high-quality Internet access experience. Should the customer have any further questions regarding this matter, they may contact our Customer Support team at 1-757-224-1111. Whenever necessary, front-line supervisors are available to assist.
  
  Sincerely,
  
  Cox Executive Escalations Team
  

• Review fromRobert R

  Date: 08/29/2022

  1 star
  Got Cox internet because they quoted me a price of $21.99 a month. Then when I get the bill it's $51.99. Called and give be a number to call to see if I could get that price. No you have to be on food stamps or things like that. They didn't say anything about that when I got the $21.99 price. Now I have the internet that goes on and off all day long. Called about it 3 weeks ago and it's not fixed. My two neighbors have the same problem, we are hook to the same pole. My neighbor has called about it five or more times and they promise to fix it but nobody comes out to fix it right. One contractor came out and said it was the wrong cable in the ground, it should be an orange one. So me and my neighbor got an orange cable but in. The hole time we said once a year when it gets hot weather we call and a man goes up the pole and fixes it. It heat related and that's all they have to do but no one wants to listen. The contractor put an order in for the pole to be re-edited. That was 2 1/2 weeks ago and no one has done it. So the orange cable didn't do nothing but the contractor had to make money so that's why he put a orange cable in . Money they didn't have to spent. So was told a Field supervisor would call me but one has not called me yet and it's been over three days. My neighbor was told someone would come out and fix the pole a week ago and no one has showed up. Fixing to get another internet company that can give me internet service. As of now Cox's Communication sucks !

• Review fromm. c.

  Date: 08/22/2022

  1 star

  m. c.

  Date: 08/22/2022

  Cox Cable advertises that you can transfer your service with them for free. I transfer cox cable to a new home and was charged $300 extra to transfer the service. In the bundle service I have cable, internet and phone. They charged me $100 for each service transferred. I think this is wrong.

  Cox Communications

  Date: 08/29/2022

  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 the accounts and ensured the request to have the installation fees removed, has been fulfilled.
  
  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 us to assist our customers.
  

• Review fromDana H

  Date: 08/15/2022

  1 star
  I Disconnected Cox internet & phone serve last year on 08/20/21, because l had No serve since or even before 08/11/21 when l got COVID hospitalized in ICU and discharged home on 08/11/21.l called cox Tech support department 3 time, they can't fix it and told me they are going send a Technician but l had to pay $10 more a month so that Technician is free ,altogether my bill will from $92.64 raise up to $102.64 just for internet & phone service.l m Cox old customer for 15 years ,l am very angry and disconnected the service,and switched to other provider, but they don't let me go and try to collect my money.This is The first time business try to collect my money with a agency.My credit score is 850 ,a good customer for all my services (including Mortgage,Electric,Gas,Water ,credit card.....COX is a big Company with a lot of money, bot l and my husband retired just depends on SSA why did this to us????

• Review fromJohn T.

  Date: 08/12/2022

  1 star
  I am a 60 year old man who has been with Cox Cable since April I paid the sign up fee and everything that was needed I was told what my bill would be and when I would receive it here it is August of 2022 and I've yet to receive the first bill from them when I call and told him that I was not receiving my paperless billing they said well we can mail it to you and yet I'm still waiting to receive that they told me that I need to talk to my mail carrier but yet I keep getting my mail with no issues I then called them up to find out what was going on why are they not getting me a bill knowing that I am on a limited income with social security they told me that they would fix the problem and that I needed to at least make a $79.20 payment I did a post payment of that to hit on the 4th of August yet that did not happen they claim that they sent it in my bank rejected it yet I have more than enough money in the bank to cover that I even called the bank to find out when and if that hit they told me nothing from Cox Cable came through except back in April I have been trying to pay my bill but because they are making it difficult and want me to pay at a time of the month when most people with social security do not have money to pay they would not work with me again I felt that I was being stabbed in the back by Cox Cable I needed my internet for medical needs and plus to watch Roku on my TV as I can afford TV cable I even asked about that government assistance program and they said that I would qualify for that as well as pay on my bill to get it caught up where they did not send me a bill now they're telling me I need to pay at least $79 again in the middle of the month and yet I only got five in the bank if they wanted their money so bad I would think they'd be sending their bills on time so they could be paid on time they need to be looked into as they are treating the elderly the disabled and other social security recipients with discrimination that is my opinion