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

  2240 N Rock Rd STE 101 Wichita, KS 67226-2300

  
• 

  Cox Communications

  1510 E 17th Ave Hutchinson, KS 67501-1113

  
• 

  Cox Communications

  1636 N Rock Rd Derby, KS 67037-3766

  
• 

  Cox Communications

  900 Hayes Dr STE B Manhattan, KS 66502-4394

  
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  Cox Communications

  2556 N Maize Ct Ste 102 Wichita, KS 67205-7352

  

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:08/08/2024

  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.

  After the storms, we had a cable side laying on the ground. Called cox and reported it . They said someone would be out in 24 to 48 hrs. To this day 8 days going on 9 the cable side is still on the ground. I have a service warranty with them. We have called them almost every day on this matter, and all we get is the run around.

  

  Business Response

  Date: 08/16/2024

  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 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. 
  
  ******** **
  Executive Resolution Specialist
  Cox Communications, Central Region

  Customer Answer

  Date: 08/20/2024

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

• Initial Complaint

  Date:07/30/2024

  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.

  At the start of this year I started to have service issues with 3 of my bands on my modem not being able to connect resulting in around 15-25 mbps speeds. I called technical support, which told me because I have the wrong model number on my account, that was the issue and they transferred me to Tier 2. As a former Cox Employee, I know for a fact that was not the issue and Tier 2 confirmed it as such and sent a tech to the field. The field tech came and confirmed it was an issue at the tap/pole and that construction/plant maint needed to come out and resolve it. They came and fixed the issue and the internet worked fine till May. In May Cox was doing work in my area and it resulted in the same thing happening. Same issue where 3-4 bands on my modem would not connect. I figured it was due to them working down the street from me and I called to request a credit on my account. After struggling with Cox for over an hour, I received my credit and a note on my account that I was having issues. In June the problem was still on going so I called to request a ticket to be submitted for someone to come check the tap again. During the course of trying to get this done, I have been hung up on by a supervisor who lied to me and stated I never had this issue before, I cannot get the online chat team to answer any questions on the ESR ticket, no one has called me. Someone above a supervisor was supposed to call me about it and nothing and my service continues to degrade. I am now up to 7 of my bands not connected. My power dB and SNR are all within range, no major changes have occurred in my household, the only thing was Cox did work in my area and my services are now terrible. All the customer service reps don't seem to know what is going on, or understand what tickets are, or provide any sort of assistance. They seem to only be combative about the entire situation.

  

  Business Response

  Date: 08/01/2024

  We appreciate the opportunity to assist our customer. We have contacted our customer directly and addressed his concern.  We sincerely apologize to our customer for any inconvenience.  Thank you!

  Customer Answer

  Date: 08/01/2024

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

• Initial Complaint

  Date:07/29/2024

  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.

  Cox internet services has over charged my internet account for months with no ability to explain why. After a lengthy conversation and an agreement to what my bill should be I was then sent notice my bill would be 50.00 higher than the agreement. I suspect elder abuse or racism based on the location of their store.

  

  Business Response

  Date: 08/01/2024

  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 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. 

  Customer Answer

  Date: 08/01/2024

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

• Initial Complaint

  Date:07/12/2024

  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 was told on 6-27-2024 that my internet service was discontinued on 6-20-2024 due to an “equipment clean up” error by Cox despite being a loyal customer since 2011. Apparently, they can just turn off service with no contact with the paying customer. This Cox “error” cost me approximately $1500 per day and exposed me to possible professional violations. When I contacted Cox they were not sure how long it would take to remedy but it could take a few days-costing more thousands of dollars.

  

  Business Response

  Date: 07/23/2024

  Tell us why herWe 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 Resolutions Specialist 

  Cox Business

• Initial Complaint

  Date:07/05/2024

  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.

  Since May 10, 2024, the internet has been up and down 19 times in that period, ranging anywhere from 1 hour to more than 12 hours or even a full day. I've called Cox to discuss it, and all I get is, these things happen. Yet, I'm getting charged for service I cannot use. No offer to compensate, no real apologies, just, these things happen. I'm sorry, don't bill me for all the time that your system is down and I cannot use it. Honestly, you should be giving a whole lot of people returns on their bills because of all the down time you've had over the last 30 days. When my service is down more than it's up, there's a problem, and I can count on it going down at least 1-2 times a DAY. So, really, Cox, you need to step up and not only fix your problems in Newton, AND, discount your customers when you have an outage and stop requiring us to call in every day to complain, you know you're down, you know you're broken, so, reciprocate properly. I want my bill to be fixed for all of the excess, non useable times, 19 days out of 30. I want to know that you're fixing the issue and not just putting a band aid on it and just moving on from it. Actually replace your equipment and fix the problem. Yes, I would love to be contacted by Cox and find out exactly how they intend to proceed with this issue, and I do want to talk to them about the price of my internet, when I moved into this package, I was told that my price was going to remain at the level it was and never move, however, it did jump up by about 50 dollars on the BASE price, it went from about 88 a month to 135 a month, with the Federal assistance on it, I was only paying about 50 a month, so, you can see why I'm claiming Sticker Shock on this too. The sales rep I talked to about this several years ago said my price was locked in and would NOT be going up. It wasn't a 1 year or 2 year special price, it was a permanent price, and yes, I asked him about that very thing. So, ****, you got some 'splainin' to do.

  

  Business Response

  Date: 07/12/2024

  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 advised of known issues within the network which has now been resolved. Customer confirmed there were no issues within the last week. Customer will continue to monitor service and will reach back out if further assistance is needed.
  
  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, Central Region

• Initial Complaint

  Date:06/26/2024

  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.

  We have been having terrible service with cox the last 6 months. They have come out to our house numerous time, changed everything possible, and have told us the problem was fixed just to have it happen again. We have paid 260.00 per month for the last 6 months to only have cable and internet a couple of hours per day. They have not even tried to see if the problem is out on the road and has nothing to do with our equipment (which has been changed 5 times). When we do call, it takes 3 to 5 days to get a tech to come out. When we called the last time, the person one the phone said, "I can transfer you to someone that can just disconnect your service and will end the problem" The most horrific customer service I have ever seem. I just want this problem fixed.

  

  Business Response

  Date: 06/28/2024

  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.  Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution.
  
  Thank you for your time and consideration.
  ******** **
  Executive Resolution Specialist
  Cox Communications, Central Region

• Initial Complaint

  Date:03/18/2024

  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 have disputed a collection account many times and they keep reporting the account. This is not may account and never has been. A police report is filed for identity theft. Will upload documents if needed.

  

  Business Response

  Date: 03/21/2024

  We have made attempts to reach Ms.   However, we were unable to reach her.  Should she wish to discuss this matter, she can reach us at the number provided on her voicemail. 

  Customer Answer

  Date: 03/26/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  I never received and email. I am asking for the validity of the charge. I have not received documentation of said charges. What does my address at the time have to do with this complaint?

  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 03/27/2024

  There have been multiple emails sent to Ms. from our fraud team requesting information.  The email address we are sending to is her same email address listed in this BBB complaint.  The fraud team has sent the email to Ms. again today.  She will need to respond to our fraud team at that email address. 

   

  Thank you.

• Initial Complaint

  Date:01/22/2024

  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 had cox communications for home internet. i was told it would be 110.00 a month but limited to 2000 gigs which should be plenty since i never went over 600 gb (at my largest month) with my previous carrier, i found that i was using 2500 gigs a month with cox, with no changes at all to my household or usage. i was told the extreme speeds of cox's service i was using, triple my old gigs. (my old provider was about the exact same speeds) so due to overages, i switched carriers. i was called and offered home internet for 74.00 a month if I switched back to cox. i was promised 500 mbps which is what i had before, but unlimited. i was then told after signing contract and canceling my other provider and paying early termination fee, and forfeiting my 199.00 install fee, that the person who called me was not authorized to offer that deal, and that they could not honor it. they said the lowest they could go was 105.00 i reluctantly agreed to not wanting another lost installation fee. by this time the lies had cost me 199.00 in lost fees. after all that i paid 122.00 a month for the next year. as soon as the contract was up again i was going to switch to at&t and yet again was offered 105.00 a month to stay . after again canceling the installation and forfeiting my installation fee. i was told i will pay 156.00 a month and could get the promised price, only if i was willing to reduce my speeds and no longer have unlimited. those are the plans they already have with no promotion, they then stated if i want lower costs i need to apply for the gov assistance program. i was not informed my bill would not only NOT go down, but went up by 30.00 until due The reason i considered staying so many times is because they are the only internet provider available to my home, *** is available but they are 18mbps vs 500 (which only actually is about 200 mbps.) i have no choice but to believe that this is a company wide practice to bait and switch since it has happened all 3 times.

  

  Business Response

  Date: 01/22/2024

  We want to thank ****** ****** for taking the time to file her concern.  In receipt of this complaint, Cox spoke with *** ****** and we have addressed their concerns.  We sincerely apologize for any inconvenience caused.  Thank you.
  
  Cox Communications

• Initial Complaint

  Date:10/23/2023

  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 filed a complaint back in July. I thought I got that problem resolved. Then on October 20th my service was disconnected. I called and talked to an agent by the name of ****** who informed me that my service I was paying for for the last 4 months was at my old address and it was disconnected because I did not change my address. I informed agent that I indeed had changed my address and I have been paying my bill for months with no communication from Cox about changing my bill. He told me that they tried to contact me on that day October 20th. He then told me that my service was disconnected and I needed to sign up for a new account. I signed up for a new account he restarted my service told me he could connect me to the billing department and he never did he just hung up. 3 hours later I get a text saying that my bill is due in about 2 weeks. I tried contacting the billing department but the billing department was closed and will not be reopening until Monday. I just paid my bill on October 18th and I cannot afford to pay another $90 on November 3rd which is a little over two weeks from the first bill date. I need my billing date changed back to the 18th of every month. I also need to make sure all my information is correct for the third time, as I don't trust any of the agents now.

  

  Business Response

  Date: 10/25/2023

  Cox's Executive Escalations 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. The account records show the customer had the service on a seasonal hold, but a new resident moved in and requested service. As a result, due the account currently having active service they were able to provide proof of deed or lease therefore the service was disconnected. We were able to speak with the customer to advise of the process and moved the credit balance to her new account. A direct contact number was provided if further assistance is needed.  

  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

• Initial Complaint

  Date:10/19/2023

  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.

  Cox was contacted on 9/26/2023 through chat. Cox was told that I wanted the internet canceled on this date as I had already signed up with a different provider on this date 9/26/23. After going through their stuff, I was asked if I wanted to proceed. I said yes, the chat person said she would process the request and that the bill would only be 28 dollars or less for phone service as the internet was canceled. Fast forward to 10/18/2023 and a bill comes in the mail from cox for a little less then 90 dollars. Cox is contacted once again through chat and they say that no cancellation was on the account, only that internet had been downgraded. Please see transcript. I tell cox that I am not responsible for the new amount as I paid them 57.58 on Sept. 20-2023 this was internet through Oct. 10th even though I canceled it on 9/27/23. Cox should have prorated what I didn't use of the internet and my bill this month should of been for phone only and under 3o dollars instead the bill is for almost 90 as they say it was never canceled. The transcript is sent to the agent that I am chatting with on 10-18-2023 to show it was canceled according to Cox. The agent said he could not do anything as data had been used. How does data get used when I had new internet service as of 9/26/2023 and any thing Cox had connected to my home was disconnected by the new internet when they came to my home and hooked it up on 9/26/2023. The agent refused to help in any way and didn't make sure the internet was canceled so on their end they are still charging us for internet we are not using and we canceled on 9/26//2023. I should not be responsible for this charge and my internet service with them was canceled in Sept I can't control what employees do, who work for Cox, but they sure didn't listen to this customer and now they are saying I am responsible for the bill and as of right now I am still being charged for an internet I didn't sign up for.

  Customer Answer

  Date: 10/19/2023

  Customer Service was called today. 10/19/2023 specifically the billing department and a nice lady was able to cancel the internet portion as well as adjust the billing.  The account as far as I know is in order.  Nothing further is needed form Cox communications.

  

  Business Response

  Date: 10/25/2023

  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. 
  
  Carl
  Executive Resolution Specialist
  Cox Communications