Complaints

This profile includes complaints for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Cox Communications has 36 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Cox Communications

  2121 Airline Drive Metairie, LA 70001

  
• 

  Cox Communications

  6033 E 34th St Tucson, AZ 85711-6903

• 

  Cox Communications

  1421 24th Ave NW Norman, OK 73069

• 

  Cox Communications

  PO Box 740367 Atlanta, GA 30374-0367

• 

  Cox Communications

  1640 E River Rd # 215 Tucson, AZ 85718-7645

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:01/17/2024

  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.

  This is a copy of my last email account. (enclosed) However, you have never found my account? Why. I tried settling with my account only to find no account on Jan 10 and Jan 16. Why I have tried to add my government's Affordable Connectivity Program.

  

  Business Response

  Date: 01/18/2024

  Dear Better Business Bureau
  Cox Communications is responding to the complaint filed with your office on January 17, ****, with the assigned complaint ID of #********.
  We would like to thank the Better Business Bureau for the opportunity to assist a valuable customer. We apologize 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 his concerns regarding accessing his account online and provided the steps to complete the Affordable Connectivity Program Application (ACP).

  
  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 our customer has experienced.
  
  We appreciate the opportunity that the Better Business Bureau has given to us to assist our customer.
  
  Respectfully,
  ********************** East Executive Resolutions team 

• Initial Complaint

  Date:01/16/2024

  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.

  Ever since I got my service installed it has been a nightmare. When I hooked up service I couldn't get it to work and my husband knows about all this so I called and waited two hours and they told me there may be a charge and u told them I am looking at the wire on the pole and I have 2 feet of cable in my house and the modem was right there since I know it's not on my end. They sent a tech out and he saw the line wasnt connected and connected it and it worked. Then I noticed the modem restarting and I went purchased a top of the line netgear but the speeds were very slow and all my modem levels were very high. So I called up and put in another request and when the tech put the reader on the cable line he said well that's your problem. Your signal is way too high and said the techs never check for that and the other tech didn't. So he went got a little filter that screws on the cable wire in the box outside and that got it working. And he was right the tech didn't check the levels. He showed me the levels were over 19 when they should be around 15 which is why my modem was restarting. Then he left after about 5 minutes and that was it. Until I looked at my bill and they had a ***** charge on there which is not supposed to be there. It was on *** side why I had been having trouble for months. So I chatted with someone that I explain it all to and he says he had good news and they were taking the charge off. Which was good but it wasn't supposed to be there in the first place. After over an hour of chat he comes back and tells me he can't take it off and he just told me he was and I have proof. The tech did not have to do anything on my side and I was told as long as it wasn't on my end I would not be charged. He said something about the modem was bad but that's a lie because I have the same modem. So this charge needs to be taken off because this is fraud. My modem was not the problem. He put a ************* attenuator on the line to bring down the signal.

  

  Business Response

  Date: 01/23/2024

  We want to thank the customer for taking the time to file her concern.  In receipt of this complaint, *** was not able to connect with the customer. We sent several emails as the phone number was not set up to accept voice mails with no response. After review of the *** records on file with the customers account. It shows a professional install was scheduled after a failed self-installation on January 16, 2023. A $100 internet pro connection credit was applied to the account on January 28, 2023.
  
   On December 10, 2023, a service appointment was charged to the account with tax for $81.90. Notes from the technician on site reflect the problem of the customer having signals too high was due to the personal device having faulty readings. The technician placed an attenuator on the line and suggested the customer get a new modem, therefore making the service charge valid. We sincerely apologize for any inconvenience caused.  
   Should the customer have any further questions about this matter, we ask that they contact our Executive Escalations Specialist at the phone number provided to them (via voicemail). 
  Thank you.
  
  Cox Communications

• Initial Complaint

  Date:01/16/2024

  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.

  My internet keeps going in and out with defective Wi-fi modem that I have about 4 times a day. My alarm service contacted me about the false burglary that was triggered by the Wi-Fi modem.

  

  Business Response

  Date: 01/19/2024

  ***** Executive Escalations Central 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 *** Executive Customer Resolution Specialist reviewed our customer's *** account.  The account records show the equipment is online with a good signal. There are no current outages reported at this time. We have attempted to contact the customer twice to see if they would like to proceed and schedule a visit for a technician based on last completed work order. The specialist did not receive a response but did leave a voicemail and provided a direct number where they could be reached, or the customer can contact technical support if they wish to schedule at their earliest convenience.  
  
  We would like to thank our customer for being a valued *** subscriber.  We would also like to thank the BBB for affording us the opportunity to respond to our customers complaint.
  
  
  Respectfully submitted,
  
  
  *** Executive Escalations Central
  

• Initial Complaint

  Date:01/08/2024

  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.

  my current bill includes charges for bill cycle december 27-january 26 for $98.48 which is for mobile services that were ported out on december 5th to cricket wireless and i have contacted *** through chat support several times, called and visited a *** customer support store and have been given all kinds of excuses to why the charges were valid even though i showed them proof my services are with cricket as of that day on the phone the customer service rep admits seeing i ported out my line on december 5th i had only one line with them but today i contacted them through text support and the representative says it shows me having 2 lines but they both tied to the same mobile number that explains being charged 2 separate charges on my mobile number on this bill i was charged $15,$46&$10 plus a $25 fee because they were not able to collect these invalid charges

  

  Business Response

  Date: 01/16/2024

  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 assigned your case to our Executive Resolution Specialist for review, as we looked over the account, we were able to determine that as of September 22,2023   and then again on December 5, 2023, the customer added mobile services to the account, our records indicate that as of  January  14, **** the wireless service was disconnected by *** due to non-payment not due to a port out our records do not show the phone numbers were ported out as of December 5th indicating that the charges were valid, we sent  6 bills since the service were started and the customer made payments in September and October indicating use and knew of service  but no payments after that, due to our research the charges are valid and no credits are due.    
  
  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 Resolution Specialist
  Cox Communications

• Initial Complaint

  Date:01/04/2024

  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.

  There is an account that was opened fraudulently on my credit report. It has been disputed, I have filed a police report, and a report with the **** This merchant will not update or remove this item from my credit file, though it has been proven this is not mine and I was not even living in the state the account was opened. I need help getting this resolved as theyve already dragged my credit down almost 100 points. I will have no choice but to take legal action against them if not removed immediately.

  

  Business Response

  Date: 01/09/2024

  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. 

• Initial Complaint

  Date:01/04/2024

  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.

  We pay around $60 a month for intenet with promised speeds of 500mbps downlaod and 9mbps upload. We have had varying issues with our speeds being extremly slow. We have contected *** mutliple times. They sent a technichian out, once, to look at our wifi and he claimed there was no issue. This continued to occur, even effecting my mother who works from home. We have filed several complaints to *** and have been told we will be contacted. It has been several months now of this on going issue with no contact from ***. Our speeds have not reached above 300mpbs since before October. They gave us a new wifi router and we continued to have slow speeds. They told us they would send out another tech back in Novemeber. It is now January. Ethernet has been having the same speeds if not lower. It does not matter where in the apartment or what device. We have tested the speeds with only one device connected and still had the issue. *** has never checked their node only our wifi.

  

  Business Response

  Date: 01/11/2024

  Dear BBB,
  
  Cox Communications (***) responds to BBB complaint ID # ******** filed with your office on January 3, ****.
  
  We apologize for the service issues our customer reported concerning their *** *****************
  
  A ******************** Specialist contacted our customer on January 4, **** in response to this complaint and discussed his concerns.
  
  The Specialist scheduled a lead technician to visit their home, who determined there was an outside issue causing packet loss and slow speeds with their internet. The issue was referred to our maintenance team, who identified and repaired two points of ingress (signal interference) in his neighborhood that *** been causing the ingress.
  
  Our Specialist followed up with our customer on January 11, *********************************************************** connectivity. Our Specialist indicated that our maintenance team will continue to sweep his neighborhood and area for any other issues that could have been contributing to the issues they were experiencing with their internet service.
  
  We provided our customer with our direct contact information should he continue experience packet loss and slow speeds again. We look forward to providing our customer with entertainment and communication services for the foreseeable future.
  
  Sincerely,
  The Northeast ******************** Team

• Initial Complaint

  Date:12/26/2023

  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.

  On Saturday 12/16/2023 I made a payment arrangement with this company to pay my past due balance via the automated system. Unsure if the payment arrangement went through I then spoke with a live agent via chat and was again reassured that the payment arrangement was indeed intact and my services were safe from disconnection. I refused to pay the bill until I was give the proper credits for the several days my services did not work. I was constantly told I would be credited my next billing cycle which never happened. On Monday 12/18/2023 my cable services were disconnected. I spoken with three different representatives, who were not telling me, my payment arrangement didn't exist, it was only noted on my account. One person even flat out said they didn't see the arrangement. I continued to asked how the first rep saw the arrangement and told me my services were safe? I also asked why the automated system would let me make an arrangement if in fact I could not make an arrangement? No one could answer these questions for me. I just kept being told I must pay for services that I have yet to be credited for. I would like a refund for the 8 days my services did not work. I have screenshots of every chat I had with every rep for proof.

  

  Business Response

  Date: 01/03/2024

  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 assigned this case to our Executive Resolution Specialist for review, he has reviewed the request per the customer and issued a credit for the 8 days of service in the amount of $79.53, which is the monthly rate of $282.60 divided by 30 days in a month. 

  also, we wanted to clarify the process for an arrangement/extension with ***, when calling into customer service the customer has only two options with our collections team which is 1.  promise to pay (indicating that our customer will pay *** at a specified time, this stops collections calls but can still cause them to be subjected to soft disconnect and or future action if not paid on time, 2. the extension process which our reps would setup a secured payment though the customer credit card, debit or bank account for the date specified and the difference  with this is it does stop collections actions if the payment arrangement is completed on time and *** receives the funds, hopefully this information helps when dealing with this matter in the future, if the customer would like to do an extension that doesn't require a secured  payment  if applicable,  this could be done online at the ***.com website in which  you will have to login with your *** credentials. 

  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

• Initial Complaint

  Date:12/19/2023

  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 canceled my *** internet service. I received an email a few days later offering me 40% off my internet service if I reconnected. I called *** customer support multiple times and no representative could help add the discount. I was told to start service, then to use the link provided in the email to add the discount. I started service but the discount will not add to my account.

  

  Business Response

  Date: 12/19/2023

  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. 
  
  *****
  Senior ************* Specialist
  Executive Escalations Support Team

• Initial Complaint

  Date:12/15/2023

  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 a new customer, and I signed up for an internet plan for ***** per month. The original agreement stated that I would receive this receive this rate for a period of 24 months. I received a bill from *** for *****. I have spoken with multiple agents over the telephone and via chat to get this issue corrected. *** agents have not been able to resolve this issue. Each department that I speak with states that I must speak with a different department, or that they can only offer to upgrade me to a different internet package.

  

  Business Response

  Date: 12/15/2023

  We are sorry for the frustrating experience and appreciate the opportunity to address the customer's billing concerns.

  A *** Executive Escalation Specialist reviewed the customer's account. *** can confirm that the monthly rate for 500 MB download has been corrected to $59.99 for two years and the amount due on December 25,2023, is $59.99.

  Should the customer have any further questions or concerns, they may contact the Specialist at the number provided on their voicemail.

  Sincerely,

  *** Executive Escalations team

   

• Initial Complaint

  Date:12/15/2023

  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.

  Even after working with a senior customer care specialist in ***** *************************** for two months' now (prompted by an earlier BBB complaint), our residential internet service remains inconsistent (14 days of packet loss monitoring verifies). The specialist is not receiving timely response from *********** local representation as to a plan for resolution of this longstanding and neighborhood wide issue. The problem is NOT likely (local) hardware related, but correlated with *** regional performance, as verified by the packet traceroute logs I have submitted to the specialist for forwarding and review by *********** *** representation.

  

  Business Response

  Date: 12/21/2023

  
  We want to thank the customer for taking the time to file his concern.  In receipt of this complaint, *** spoke with the customer on December 19, 2023, regarding the intermittent connectivity of his internet service. The customer is in direct contact with the local field leadership and *** is monitoring the node that supplies signal to his account. After review of the *** records on file with the customer we believe the customer is satisfied with the results of our attempts to resolve his concerns.  We sincerely apologize for any inconvenience caused.  
   Should the customer have any further questions about this matter, we ask that they contact our Executive Escalations Specialist at the phone number provided to them (via voicemail). 
  
  Thank you.
  
  
  Cox Communications