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

  338 Edwards Ave New Orleans, LA 70123-4216

  
• 

  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

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:08/12/2024

  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 called sometimes back about an increase in my bill. The representative stated I had no contract and there is an increase. That started me looking for other internet services. ATnT stopped in and stated fiber is available in the area and it would provide a faster and less expensive service. I signed with ATnT and now that I'm trying to cancel my account with *** they state I'm under contract. They are going to charge me up to $1429 for "early termination of contract". I just want the account that was signed in May of 2017 to be closed and no fees or charges to be applied.

  

  Business Response

  Date: 08/19/2024

  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, Northeast Region

• Initial Complaint

  Date:08/06/2024

  Type:Customer Service 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.

  i pay $98 a month.i should get 250mbps internet.i tend to get half and they state its due to devices being connected i explain none are connected .but 1 or 2 and that should cut what i pay for in half thats not how internet works.they refuse to provide anything for the issues not even a resolution.the answer is pretty much ***** to **** but where are you going to go.

  

  Business Response

  Date: 08/13/2024

  Dear BBB,
  
  Cox Communications (***) responds to BBB complaint ID # ******** filed with your office on August 6, 2024.
  
  *** apologizes to our customer for his internet speed issues. A *** *************** Care Specialist contacted our customer on August 7, 2024, in response to his complaint. The Specialist offered to help troubleshoot the issue and schedule a *** technician to visit the home if needed. Our customer performed a speed test during the conversation and indicated that he was achieving his subscribed speeds at that time.
  
  The Specialist asked our customer to contact him directly if he experienced slow internet speed again. We provided our customer with our Specialists direct contact information should he have additional questions or concerns regarding this matter.
  
  Sincerely,
  The *** ***************** Team

• Initial Complaint

  Date:07/29/2024

  Type:Customer Service 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.

  seems like businesses are shoving people to paperless some using not so nice business practices. *** switched me to paperless without notification nor permission. i rarely check email but i got one saying my bill was past due and wanted me to pay by credit card through email, NOT!!!!!!i checked my bank and sure enough no bill sent, it is used as an invoice since the bank pays the bill and i have a record. being 70+ i do not let anyone have financial records or access because all it take is one idiot and the money is gone and i doubt seriously if *** is hacked that they will stand behind the loss they caused!!!! lawyers are the ones who will make money and the seniors lose.there was a power company that sent out billing late on purpose and tried to collect late fees but they got caught with their pants down, been there and had that done, their fault but the seniors pay!!!i called *** and sure enough the agent said i got switched and they supposedly sent an email which i never receive. she changed me back but these tactics must stop, hummm, maybe the fcc could step in.

  

  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. 

• Initial Complaint

  Date:07/25/2024

  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.

  To Whom This May ******* I have been a *** customer loyal one for over 16 years and a Veteran as well. This is really sad the way i was treated in the past years in having an account, They lost a valuable customer who had a impeccable record with my TV, Internet provider which ended in Febuary, And have been mis-lead in every way shape, by no discounts after 16 years. i was told by numberous asssoicates my billing would increase from $165 to 210 which is beyond ordinary. I even dealt with your Escalation team numberou s times ****** was a Nightmare just to get a reason rate every year. Which i was told a TWO Year Lock. I was mislead multiple times and years, TO this point i have nothing no equipment everything turned in Back on march. Still getting billed months later. This outragous, Please ZERO out my account ending in 1958. I AM DISPUTING $278.00 and any additional inconvenience charges that apply, Attn ******************************* *** ***********

  

  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 reached out to our customer to address their concerns; however, we were unable to provide an agreed upon 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 and deeply sorry we were unable to successfully resolve.We appreciate the opportunity that the BBB has given to us to assist our customer Executive Resolutions **********************, ***********

• Initial Complaint

  Date:07/25/2024

  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 was covered under the *** program, which is the government program that pays $30 a month for high-speed Internet now for two years or so. Now the company is adding charges to my bill that I never owe before and they have new record of that amount that I owe so within the last month or so, they have charged me $700 plus another $400 not aware of. I was just aware of the $700. Then they waived $500 of the amount now when I talk to the representative and the collectors department he tells me I owe and additional four or $500 so I have no bills showing this amount now they have cut my service off. they are bullying me and let me know that I need to pay an amount before I get new service which equal the new service equals to be about $300 a month over the past 20 years or so. I have been with this company for a long time and I paid them lots of money thousands of dollars. Also, I went into the *** communication store and I was ignored and harassed because I was needing to change out my old modem to a new modem. they would not give me a modem because they told me I had a bill. my bill was not paid and they told me that I had a bill. I told them that I did not owe a bill and then the manager got hostile with me at the store on ************* because it was after work time of 6 PM when I had arrived already at 5:30. So at the store and on the phone, I had been harassed about a balance that I did not owe, and no one can prove that I owe it. See what they made up bill and then another one of the bill has a full amount of $790 and some change. the other bill has zero. I will upload that information now so keep jumping around with the amount of money that they cannot prove it where I owe it. they threaten to not give me services so everything is cut off now.? so if I could get back all my money that I paid I will take it back from 2020 up till now. sounds like a common practice at this company .They just add to my bills, but most of all Im suffering and I can

  Customer Answer

  Date: 07/25/2024

  I could not fit all words in the other BBB portal. The other half is in portal. I was covered under the *** program, which is the government program that pays $30 a month for high-speed Internet now for two years or so. Now the company is adding charges to my bill that I never owe before and they have new record of that amount that I owe so within the last month or so, they have charged me $700 plus another $400 not aware of. I was just aware of the $700. Then they waived $500 of the amount now when I talk to the representative and the collectors department he tells me I owe and additional four or $500 so I have no bills showing this amount now they have cut my service off. they are bullying me and let me know that I need to pay an amount before I get new service which equal the new service equals to be about $300 a month over the past 20 years or so. I have been with this company for a long time and I paid them lots of money thousands of dollars. Also, I went into the *** communication store and I was ignored and harassed because I was needing to change out my old modem to a new modem. they would not give me a modem because they told me I had a bill. my bill was not paid and they told me that I had a bill. I told them that I did not owe a bill and then the manager got hostile with me at the store on ************* because it was after work time of 6 PM when I had arrived already at 5:30. So at the store and on the phone, I had been harassed about a balance that I did not owe, and no one can prove that I owe it. See what they made up bill and then another one of the bill has a full amount of $790 and some change. the other bill has zero. I will upload that information now so keep jumping around with the amount of money that they cannot prove it where I owe it. they threaten to not give me services so everything is cut off now.? so if I could get back all my money that I paid I will take it back from 2020 up till now. sounds like a common practice at this company .They just add to my bills, but most of all Im suffering and I cannot pay these high bills unless I am working. The company is no help because they put fake charges on bills.

  Sent from ***************** (******************)

  

  Business Response

  Date: 07/29/2024

  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 July 25th & 26th, however, our attempts to reach them via phone call and email 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.

• Initial Complaint

  Date:07/24/2024

  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 moved to a new home in the same city, about five minutes away from my old home. I contacted *** Internet customer service many times, just to let me use the same package and keep the same price as before. The price is about $65. Instead of the current $118 a month. This is just the antecedent, not the root cause of my complaint today. The root cause is that their customer service used their company's exclusive position in this area to threaten me. "However I don't see any other provider in your area." This is what their customer service said to me. I have a screenshot. This is clearly using the company's exclusive position to oppress and threaten customers, to force customers to submit because customers have no more choices.

  

  Business Response

  Date: 07/26/2024

  Dear BBB,
  
  Cox Communications (***) responds to BBB complaint ID # ******** filed with your office on July 24, 2024.
  
  *** apologizes to our customer for the recent experience he encountered with our representative when using our online customer support portal. A *** ******************** Specialist contact our customer on July 25, 2024, in response to his complaint and personally apologized for his chat experience. *** does not oppress or threaten customers and does not condone such behavior from our representatives. *** has reviewed this interaction, and our leadership will appropriately address this incident with our representative.
  
  The Specialist provided our customer with his direct contact information should he have additional questions or concerns regarding this matter.
  
  Sincerely,
  The *** ******************** Team

• Initial Complaint

  Date:07/22/2024

  Type:Customer Service 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.

  Service with *** internet service began Nov. 3, 2023. When the technician installed the service I was given a Contour Player. I told the technician at the time I did not want the device, they insisted it was "free". I have been charged $5.00 every month for the device on my billing statements.When I requested to return the device and have the charges cancelled, none of the "Live Agents" during the chat were able to assist with the issue.

  

  Business Response

  Date: 07/24/2024

  Dear BBB,
  
  Cox Communications (***) responds to BBB complaint ID # ******** filed with your office on July 20, 2024.
  
  *** apologizes to our customer for the recent experiences he encountered when chatting with our online representatives. A *** ******************** Specialist contacted our customer on July 23, 2024, in response to his complaint and processed his service change request.
  
  Cox Communications continually reviews its processes and will take this opportunity to review our online customer service support. We will also use this opportunity for coaching our representatives.
  
  We appreciate our customers patronage and look forward to providing him *** services for the foreseeable future. We provided our customer our direct contact information should he have additional questions or concerns regarding this matter.
  
  Sincerely,
  
  The *** Sr ******** **** Team

• Initial Complaint

  Date:07/19/2024

  Type:Customer Service 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.

  *** claims that their support is 24/7 with their *** complete care package but through out an ongoing internet outage they refuse to take any calls from me. I pay $120 a month for their internet service which include a $10 charge for *** complete care which seems to be a scam. *** claims that with complete care I get 24/7 expert support but this is a lie as they will not take my call after 12am. I also noticed that the complete care number is the same as the average support number given to all customers. Why am I paying extra for a feature everyone receives for free as a customer? I have asked *** to take this off of my plan several times and they refuse to do it.

  

  Business Response

  Date: 07/24/2024

  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.
  

• Initial Complaint

  Date:07/16/2024

  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.

  Purchase a cell phone and service and received phone on 6/5/24. Immediately had issues with the phone and service. Reported issues 6/5/24. Was told the only way I would be given another phone (it was deemed defective) was if I brought the phone in. I didn't have transportation. I asked if I could return by mail. Was told i could not. Called a couple of more times to see if they could fix phone or troubleshoot. Was told no. I made a couple of calls thereafter trying to get some resolution by talking to different departments. I do have a "service plan" that is supposed to cover internet and cell phone issues. Called last on 7/15/24. Was told I only had 16 days to return phone for another and it could have been done by mail! I was told I would have to purchase a new phone. Keep in mind the phone was brand new when purchased and I had (and reported) all issues immediately. Speaker phone wasn't working properly, dropped calls, says I have text and voicemail messages when I didn't, freezes up and have to shut phone off and on again to unfreeze. I feel the phone should have been replaced. I will be cancelling my cell phone service and internet service in the future with ***. I have been a loyal customer for over 20 years.

  

  Business Response

  Date: 07/17/2024

  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. 

  Customer Answer

  Date: 07/17/2024

  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.]  I called and ******* wants to charge me $149.99 plus $29.99 to have a new phone sent.  Or I can return my phone and wait for the repairs.  I am elderly with numerous health issues and cannot be without a phone in case of emergency.  And I don't have this kind of money.  I only paid $25 for the phone, so I don't know why they're trying to charge me so much for a replacement.  This is not acceptable.  Thank you.
  
  Regards,
  
  *********************************
  
   
  

  

  Business Response

  Date: 07/25/2024

  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, we were unable to provide an agreed upon 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 and deeply sorry we were unable to successfully resolve.
  
   
  
  We appreciate the opportunity that the BBB has given to us to assist our customer

• Initial Complaint

  Date:07/12/2024

  Type:Customer Service 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.

  My internet is almost unusable due to a faulty line under the street in front of my home. It has been causing severe problems as I work from home and am practically unable to work. I am currently at risk of losing my employment over the issue, and we are a single-income household with a disabled child. Nobody at *** can give me any real answers, and I have been repeatedly told for the last week that someone will call me to let me know when it will be repaired. This is unacceptable. This has now impacted me to over $4,000 in lost revenue, and the only solution offered is *****, meaningless discounts. It should be free, and I should be credited for **** and July. The cable should be fixed as soon as possible, and I need to speak with a decision maker who can speak in absolutes, not someone outsourced from another country, to tell me not to worry and that everything is going to be alright. Communication is the worst I have ever experienced with a business like this.

  

  Business Response

  Date: 07/15/2024

  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. Our ******************** Specialist corrected an issue with customer internet subscription and verified that after corrections were made that the customer is receiving the correct speeds for their internet subscription. Our specialist provided a one-month service credit for inconvenience caused by this issue.
  
  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. 
   
  **************
  ******************** Specialist
  Executive Escalations Support Team