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

  2121 Airline Drive Metairie, LA 70001

  
• 

  Cox Communications

  2010 N. Parkerson Ave Crowley, LA 70526

• 

  Cox Communications

  5571 Nw Expressway Warr Acres, OK 73132

• 

  Cox Communications

  2929 Watson Blvd Warner Robins, GA 31093-8535

• 

  Cox Communications

  2722 Ashbury Point Ln Marietta, GA 30066-4265

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:06/16/2025

  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.

  We called *** Mobile on 6/11 to discuss our transport PIN to take place on the following Monday for our new phones to transfer to AT&T.We received a transfer PIN on June 11th. we did not authorize a disconnect fee at that time as we did not have possession of our new phones yet. we did NOT give permission for them to cut our phone lines but they illegally proceeded with doing so before our other service was on our phone. We called and spoke with 8 employees, 3 of which hung up on us. We tried to get our numbers reactivated with *** for the time being until our phones came in but then were told that they could not find access to our accounts due to the disconnection. However were told if we stayed on with ***, THEN our phones could be reactivated. (which does not make sense as in the same breath they said they could not reactivate services for the short time period until our new phones came in)We did not get a resolution and had to go without cell service for 48 hours. This jeopardized the safety of my family and home as I need my cell for my job for verification purposes. so this also affected us financially because not only could I not use my phone for work, but I also missed deadlines. My husband as well was affected by this.

  

  Business Response

  Date: 06/17/2025

  We want to thank ***** ******* for taking the time to file her concern.  In receipt of this complaint, *** spoke with Ms. ******* and we believe she is satisfied with our efforts to resolve this matter.    Thank you.
  
  Cox Communications

  Customer Answer

  Date: 06/17/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:06/10/2025

  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 April 26th, 2025, we have had repeated and extended outages of our *** provided internet, including two full days from 4/26/25 - 4/28/25. *** refuses to provide information on why these extended outages are occurring nor have they disclosed any efforts made to fix these issues. Additionally, our internet constantly "flickers" throughout the day, going in and out which leads to our devices being disconnected and rendered temporarily unusable every 5-10 minutes. Each time I have contacted customer service, they have failed to provide satisfactory resolution, and worse, they have outright lied about the situation and their follow up actions. On 5/9/25, Live Chat Agent ****** stated that "once the issue is completely resolved, you'll not face any issues again," and despite the issue supposedly being completely resolved later that day, we had another outage on May 13th. During May 13th, Live Chat Agent **** claimed she would "escalate the issue to our next level team" whom I had asked to speak with. This did not happen. Finally, I spoke Agent **** on the Tech Support team on May 27th, who claimed he would request more information and call me back with additional information about the outage. He never did.******** failure to provide adequate customer service and the services they advertise has had enormous impact on our day to day activities and is unacceptable.

  

  Business Response

  Date: 06/16/2025

  We want to thank Mari Nerbovig for taking
  the time to file her concern.  In receipt of
  this complaint, Cox spoke with Mr. Nerbovig and attempted to address their concerns.  At this time Ms. Nerbovig has chosen to go with another provider.  We sincerely apologize for any
  inconvenience caused.  Thank you.
  
  Cox Communications

• Initial Complaint

  Date:06/09/2025

  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 Sept 2024 I've made calls to ************************ at *** regarding lapses in internet services that are paid for. Just went through a round of tech visits to have it forwarded over and over again to a next level of tech action. The techs on 5/17 ad 5/22/25 both confirmed that I was not getting significantly less that the 200mbps, that I pay for, delivered to my home. The tech on 5/24 only worked from the yard closed out my case saying that the problem was resolved, yet he never ran tests from inside my home to confirm justifying closing out my case. I then had to start the process all over. The last tech appointment on 6/4 was a no-call/ no-show and the system sent a follow up appointment text, while I was in a chat text with another customer service agent, without consideration of my work obligations. I've missed countless hours in *** chats, holds to speak to agents; waiting for tech appointments and countless hours of insufficient services delivered. The lack of delivery of paid for services is unethical and should be illegal. And the constant offers for upgraded higher cost services which could not assure that this would deliver services, which have not been delivered, is insulting and disrespectful to a loyal 20+yr customer. These lapses in services along with frequent unexplained area outages have cost me home security protection, the ability to telework as well as entertainment pleasure. I would like to have my account reviewed and restitution for the months of insufficient services of internet as well as cable. My service charged and paid for has been $70 for the 9 months of my recollected called in or chat/texted concerns

  

  Business Response

  Date: 06/19/2025

  We received your complaint submitted through the Better Business Bureau and sincerely apologize for any frustration this situation may have caused. Thank you for bringing the consumers outage concerns to our attention.

  
  We appreciate your patience as we work to resolve this matter. As of June 9, 2025, our specialist has contacted the customer and is actively collaborating with our field leadership team to address the issue.
  Providing excellent customer service is our top priority. While we continue working on a resolution, please dont hesitate to reach out to our Executive Escalations team if you have any further questions or need assistance.

   

  The assigned agent has provided their direct contact information for your convenience.

   

  Thank you

  Executive Resolution Specialist 

  *** Communication

  Customer Answer

  Date: 06/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.] 

  The agent has been very cordial but has not been able to provide a rationale as to why this matter still exists.  He says that this has been forwarded to another department and while awaiting a resolution there has been no way to get details on the status of reconciliation.  Ive also not been any recompense for the lengthy shortage in service delivery for a paid for product.  Can *** reliably deliver 200mbps of internet services. Id love confirmation of such or not so that I could make a wise decision about seeking other viable options.
  
  Regards,
  
  ****** *******
  
   

  
  

  

  Business Response

  Date: 06/26/2025

  We received your complaint from the BBB and are truly sorry for any frustration caused. Thank you for bringing your internet concerns to our attention.
  We appreciate you speaking with us and are happy your concerns have been resolved.Our goal is to provide excellent customer service, and your feedback is important to us
  

• Initial Complaint

  Date:06/09/2025

  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 honestly dont get why *** COMMUNICATI is reporting this debt under my name because I dont owe them anything. I never signed anything with them, and when I asked for a copy of the original application, they didnt even bother to provide it. Its frustrating because this is hurting my credit for no reason, and its just not fair. How can they just put something on my report without any proof?Account No: 4158 Amount Disputed: $790

  

  Business Response

  Date: 06/09/2025

  Thank you for bringing this matter to our attention.

  
  We attempted to contact the customer using the phone number provided in the complaint, **************. Unfortunately, this number appears to be invalid, and we were unable to reach the customer.
  In order to further assist and resolve this issue, we kindly request that the customer provide a valid phone number or email address. Once we receive updated contact information, we will be more than happy to investigate the matter thoroughly and work toward a resolution.

  
  We remain committed to addressing this concern promptly and professionally.
  Sincerely, 

  *** Communication

• Initial Complaint

  Date:06/03/2025

  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.

  The associate stated that he could only credit me 3 months because the customer should be aware that they are being charged if any discrepancies in under 3 months. He refused to apply entire credit for the year, Even-though I called the day the tech was at my house to inform *** that I didnt not have 4 modems, they are literally stealing. Please credit me my money that your company **** to me. I have recorded phone calls as well as phone records.

  

  Business Response

  Date: 06/04/2025

  Dear BBB, 
  
  Cox Communications is responding to the complaint filed with your office on June ****** with the assigned BBB complaint ID of ********.
  
  We apologize for the inconvenience our customer experienced while attempting to have her recent billing concerns addressed. On June 3, 2025, a *************** Care Specialist reached out to the customer in response to her complaint. The issue was promptly resolved by applying the requested credit and removing the equipment from the account to ensure no further charges would be incurred for that box.
  
  We appreciate the opportunity that the BBB has given to us to assist our customer.
  
  Sincerely,
  *** *************** Care Team us why here...

• Initial Complaint

  Date:05/20/2025

  Type:Order 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 moved into a new home in **************. Was given internet service for $49.99 a month no gimmicks no sales pitches. Now I'm paying $81.90 and *** Internet is saying that I signed a promo that was good for only two years. That's not true. This is bait and switch.

  

  Business Response

  Date: 05/22/2025

  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 they have expressed their wish to disconnect service.
  
  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, **************

• Initial Complaint

  Date:05/14/2025

  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 pay my bill on time every month and I am having cable outages. Not all the Channels are visible. I am paying for a service and I am not getting the service.

  

  Business Response

  Date: 05/15/2025

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

• Initial Complaint

  Date:05/12/2025

  Type:Customer Service 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 am the owner of a restaurant located in ***********, *********, and I rely on Cox Communications for both internet and phone services. For the past 11 days, these services have been experiencing intermittent outages, being sporadically available and often non-functional. This inconsistency has critically impacted my business operations.Due to the unreliable internet connectivity, our credit card processing systems frequently fail, forcing us to turn away customers who do not carry cash. Additionally, the unstable phone lines mean we cannot consistently take reservations or orders, leading to a significant loss in clientele and revenue. as i talked to the agent, he reimbursed me with 4.68 dollars for service been down for 2 days. I have made multiple attempts to contact Cox Communications' customer service to resolve this issue, but have received no satisfactory response or timeline for consistent service restoration. This level of service disruption is unacceptable and has caused substantial financial harm to my business.

  

  Business Response

  Date: 05/19/2025

  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, Northeast Region

  Customer Answer

  Date: 05/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]

  They sent the technician on Friday May 16 to invest,  they didn't find any issue however just few hours after they left, the internet went inconsistent,  internet went down. For a restaurant we rely on a stable internet to accept credit card, Since they can't fix the issue and can not provide a good service i demand to cancel the service and terminate the contrast without penalty. thank you 
  
  Regards,
  
  **** ***
  
   

  
  

  

  Business Response

  Date: 05/28/2025

  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 in the process of disconnecting their account without any termination penalty.
  
  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, Northeast Region

• Initial Complaint

  Date:05/07/2025

  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.

  This is a formal complaint against COX COMMUNICATIONS *** regarding a collection account *********** reported with a balance of $413.00. I have never received proper documentation validating this debt, nor has COX COMMUNICATIONS made any direct effort to communicate the legitimacy or origin of this amount. The unexplained reporting of this balance is a direct violation of the Fair Credit Reporting Act (FCRA), which requires that all reported debts be accurate, verified, and substantiated. The appearance of this derogatory item without notice or documentation leads me to question whether this account may have been incorrectly linked to my profile due to a data breach, mishandled records, or faulty internal systems. While I am not claiming identity fraud, the possibility that my data was compromised or mishandled must be investigated. COX COMMUNICATIONS has failed to uphold its responsibility to ensure accurate and verified reporting. I am demanding immediate validation of this debt, or its complete removal if such validation cannot be provided. If this issue is not resolved promptly, I will file complaints with the **** and pursue appropriate legal remedies. I request the BBB to assist in holding COX COMMUNICATIONS *** accountable for failing to protect and accurately report consumer data.

  

  Business Response

  Date: 05/08/2025

  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 Resolutions
  Cox Communications, Southwest Region

• Initial Complaint

  Date:05/06/2025

  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 been unhappy with ***** monthly rate for quite some time. Recently, I was hit with a $25 RTP fee that I did not agree with. I have never had an *** before so I didn't expect such a challenge to get it waived. Now here's where I am REALLY ******. I have sat on the chat for over two hours talking to two agents that respond like molasses. Previous to this, I called into *** and asked the loyalty department what they plan to do from stopping me going to T-Mo's home wifi which I have been using the past week and really like, for $45 you can't beat it. The guy on the phone sounded like he had no clue what he was talking about, sounded high, his name was "Case"? and he told me that there was a 300mbps plan for $50. That you guys got rid of the 100mbps plan and now 300 is the slowest, and it's only $50. Well of course with T-Mo being $45, I told him go ahead and do it. He told me "just one second" and suddenly I am back in the call tree. I was f**king livid. Now, I am an ex *** employee. I worked for a flagship store in a monopolized market for over two years. I was a top agent, number one PT in the country, almost went to Winner's Circle. I know EXACTLY how you guys run business and what discounts you have access to. If you really care about loyalty and retention, I suggest you, pull the call if need be, and get me a $50 300mbps plan. You can do it, if you can't then bye bye.

  

  Business Response

  Date: 05/06/2025

  Dear ****** ****,
  
  Cox Communications (***) 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.
  Our Executive Escalation team member spoke with you regarding your *** account on May 6, 2025,
  and have provided a resolution for the concerns brought up in your complaint.
  If you have any questions or concerns regarding your account, please contact our *************************** at **************.
  
  Best Regards, 
  
  *******************
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team