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

  150 E Wilcox Dr Sierra Vista, AZ 85635-2524

• 

  Cox Communications

  1440 E 15th St Tucson, AZ 85719-6400

• 

  Cox Communications

  519 Nw 23rd Oklahoma City, OK 73103

• 

  Cox Communications

  217 S Macarthur Blvd Oklahoma City, OK 73128

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:12/14/2023

  Type:Billing 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.

  Charged after moving from address sent to collection for balance when I had government assistance for affordable connectivity act and was charged $30 instead of discounted $30

  

  Business Response

  Date: 12/20/2023

  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 assigned this case to our Executive Resolution Specialist for review, we advised the *** benefit was credited to your account on 09/10/2023, and your services were disconnected on 09/18/2023.When you are approved to receive the *** benefit, you receive a discount for each month of internet service.

  If any customer should disconnect their service before the end of the billing period, the account was no longer eligible to receive the benefit for the final billing period, and the discount that had been previously applied to your account was reversed.

  However, as a courtesy on 12-20-2023 our specialist has credited your account for the $30.00 charge, your collections balance will be updated as well on the changes,

  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:12/12/2023

  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 have two locations that depend on cox communications for internet and phone
  *** ********** *** *** ******** ** ***** *** ********** *** *** **** *** ******** ** ***** 
  ***** ****** ********** and P***** ****** ***********
  Both locations go down for days at a time multiple times a week.
  
  Error icon
  Service Interruption
  We've identified a network-impacting event affecting the consistent delivery of service to your business. We know this can be frustrating, but we do appreciate your patience while our teams work to resolve this event.
  Estimated repair time is: Not Available

  

  Business Response

  Date: 12/14/2023

  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 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. 
  
  Gabe D.
  Executive Resolution Specialist
  Cox Communications, Northeast Region

  Customer Answer

  Date: 12/14/2023

  [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 20980893, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  **** ******

• Initial Complaint

  Date:12/07/2023

  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.

  Service was connected to my address on 10/12/23. I bought 1 GIG down 35 up for around $140.00 a month. I have not received these upload speeds. Our upload speed is around 2 upload - 10 upload for the past month. I contacted *** and requested to troubleshoot. The technician stated that full trouble shooting could not be completed as I was using my own equipment. I paid a $50.00 deposit to have their equipment sent to me. I called *** again to have their equipment set up on the service. After over an hour of trying to get their modem and router connected to their internet, their own equipment repeatedly failed to connect. The tech on the phone then told me that he would have a technician come out in person the next day to investigate and attempt to connect the equipment, for a $75.00.. 2 days passed and no technician came to our house. I called again, and the technician insisted on trying to connect the *** equipment again and told me that no technician was scheduled, like the first tech had said. I sat through another lengthy process until the representative finally scheduled another tech to come out. The tech came out this time and ran the diagnostics on the router, and it failed to connect. Upon further investigation, the tech concluded the issue is with the hardware on the pole outside, AKA, their equipment. I was told that a work order would be made to have this fixed and that I would get a text. This never happened. Tonight, I called in again and was back to square 1. tech tried to troubleshoot my equipment, that the issue was my equipment, etc. I was transferred to a supervisor who told me another tech would have to come out to do what the first tech already did. The internet is still not fixed, I am being dragged around going in circles, all while I am paying for internet I am not getting and paying tech fees. I am at risk of losing my remote job due to the awful quality of the connection. *** NEEDS TO FIX THEIR EXTERNAL EQUIPMENT ASAP.

  

  Business Response

  Date: 12/20/2023

  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 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: 12/20/2023

  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.
  
  I have had ongoing issues since 10/12/23 and have been given the back burner throughout the entire time. My first contact with your representative from this complaint was on 12/7/23. Still as of 12/20/23 there is still no update, response, action taken, or resolution. After giving more than ample amounts of time and patiently accepting "I don't know what's going on, let me find out" as an excuse, there is clearly no dedication for this company to seeing a resolution through.
  
  Save your words. Provide a solution.
  
  Regards,
  
  ******************************************
  
   
  

  

  Business Response

  Date: 12/27/2023

  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.  Our field team verified all levels are good and within spec. We spoke with the customer, and they confirmed the service was working as it should. 
  
  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:12/05/2023

  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 am deeply concerned about the sharing of my nonpublic information with credit bureaus and the resulting inaccuracies on my credit report. This situation has caused significant financial and emotional distress.Under 15 USC **** Section 602, I have the right to financial privacy, and I expect my information to remain confidential.Furthermore, 15 USC **** Section 604(a)(2) states that a consumer reporting agency cannot furnish account information without my written instructions, which I have not provided.I have identified inaccuracies on my credit report from COX COMMUNICATIONS, impacting my financial well-being. I request these inaccuracies be corrected promptly.Lastly, please remember 15 USC 1666(b), which prohibits treating payments on a credit card account as late under certain circumstances.For reference, my account details are as follows:Account Number: 3481****I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws regarding my information.Failure to address these issues may compel further legal action. I anticipate your prompt response and resolution to these concerns.Thank you for your immediate attention to this matter.Sincerely,*********************

  

  Business Response

  Date: 12/07/2023

  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 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, **************

• Initial Complaint

  Date:12/05/2023

  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 the evening of 11/30 my internet service was not working. I was able to call *** and figure out (after being transferred 3 times) that my condo complex was trying to activate another unit in my building. *** incorrectly transferred my personal service to a business account and closed my account. I was told by ****** ***********************) that she would give me a call back the next day because the agent was gone for the day. On 12/1 I tried to call ****** several times and received no answer. I was finally able to get transferred to *** Business. When I tried to get it transferred back I was told I would have to prove I owned the unit, and that the complex had proved they owned something in order to close my account. I spoke to ******************************), who suggested I just create a new account instead of proving I live at the service address because that would take longer. She was very rude once she created my account when I had questions about getting everything transferred. I have been unable to get an answer about connecting my old account, nor have I received my refund for the payment I made on my old account. I also am trying to get my affordable connectivity credit reapplied. This has been the most inconvenient and unprofessional thing I have encountered with ***. They left me without internet for over 12 hours and nobody seemed to know what was going on when I called. I was also not offered any compensation for my inconvenience. I cannot reach anyone to file a complaint, only international customer service agents who don't understand anything I am asking for.

  

  Business Response

  Date: 12/05/2023

  We want to thank the customer for taking the time to file her concern.  In receipt of this complaint, *** spoke with the customer on December 5, 2023. We reviewed a representative having made changes to her account to set up bulk services through her apartment complex. The customer had no prior knowledge there would be changes implemented from the complex and was told she would be contacted by *** the following day, which did not occur. The representative reviewed the changes, transferred identity from the previous account to the current and transferred a manual credit from the old account to the new. We believe she is satisfied with our efforts to resolve this matter.  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:11/27/2023

  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.

  This is a continuation of the last complaint. We had an outage on 11/10/23. I called *** and they said it was an area wide outage and would be back on at 2:14 pm. the internet did come back on but since then weve been getting an ** conflict notification and the internet drops often. the notification was uploaded to the BBB. Weve called *** five times. weve had three tech visits. One tech visit was cancelled on their part and one tech showed up one and half hours late. the first two techs were here less than 30 minutes each. the third tech was here two hours. I also exchanged our router at their store this past Saturday. we are still getting the error message on all computers in the house and internet is still fickle. I think their work they did on Nov 10 in my area had an impact on us which they haven't figured out yet. none of the techs know how to resolve this issue about the ** address. *** need to send their best IT person to my home and fix this issue they created on Nov 10.

  

  Business Response

  Date: 11/29/2023

  Dear BBB,
  
  Cox Communications (***) responds to BBB complaint ID # ******** filed with your office on November 27, 2023.
  
  *** apologizes to our customers for their internet service issues and the recent experiences that they encountered with our technicians and schedule appointments.
  
  A *** ******************** Specialist contacted our customer on November *******, in response to their complaint and arranged for a senior technician to visit their home. On November 28, 2023, the technician was able to resolve their internet issue and their computers are now able to access the internet again.
  
  Our Specialist provided our customer with his direct contact information should they have additional questions or concerns regarding this matter.
  
  Sincerely,
  The *** Sr. ******** **** Team

• Initial Complaint

  Date:11/17/2023

  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 have *** for my internet provider. On a Tuesday we were experiencing bad weather where I live, there was a large flash outside. My internet stopped working. I checked to see if there was an outage reported, and then checked my router. Upon inspection of the router it was no longer powering on. I got on my *** account to see what needed to be done. I got a notification that I was eligible for an new router. I filled out the forms and got a email confirming that it would be shipped and arrive in 3-5 days. The following day I got an email with the tracking information on it. The items were delivered Friday. I opened the box and downloaded the app to install the new items. Then threw my old items and packaging away. On Sunday I got an email saying I must return the old item or be charged $200.00. I called right away, explaining that how in all of the ordering, emailing, shipping or installing the app never not once was this mentioned. I would have had zero problems sending the damaged items back had I have been informed. There was numerous opportunities for this information to be communicated. I feel that this is very deceptive communication practices.

  

  Business Response

  Date: 11/20/2023

  Dear BBB,
  
  Cox Communications (***) is responding to the complaint filed with your office on November 17, 2023 with the assigned BBB complaint ID of ********.
  
  A Sr. ******** **** ********** spoke with our customer on November 20, 2023, in response to this complaint.
  
  *** appreciates our customers feedback concerning our online web order service. Cox Communications continually reviews its processes to make further improvements to our customer experience.  As a courtesy, our Sr. ********** has removed the unreturned equipment fee from our customers account.
  
  We appreciate our customers patronage and look forward to providing her with entertainment and communication services for the foreseeable future. Our Sr. ********** provided our customer with his direct contact information should she have additional questions or concerns regarding this matter.
  
  Sincerely,
  The Sr. ******** **** Team

• Initial Complaint

  Date:11/16/2023

  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 have internet, television, and telephone with ***. In June, I received an email offering an upgrade from 250 to ************************************************************ on July 26, ***************************************************** promotions end I will enjoy the upgrade at no extra cost. With my October bill, once my promotion ended, my charge for the 500 mbps went from $69.99 (250 mbps price) to $89.99 (500 Mbps price). I have tried to resolve this with ***. I used the chat feature (the told me the email was fraudulent and to go to a *** store). The *** store confirmed that the email was legitimate but told me I would have to call billing. ******* told me that there is nothing they can do. I simply want *** to do as they said they would and charge me for 250 Mbps.

  

  Business Response

  Date: 11/21/2023

  We want to thank the customer for taking the time to file her concern.  In receipt of this complaint, *** spoke with the customer on November 20, 2023. We reviewed her internet speed of 250 mbps was increased to 500 mbps in June 2023. *** increased this tier of internet speed and notified the customer that outside of any promotional discount her rate would not change. The retail rate of Preferred internet for 2023 is $89.99. The customer had a promotional discount for $22.50 off internet service which started September 18, 2021, and expired October 12, 2023. The discount afforded the customer to pay $67.49 for internet until the promotion expired.  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

  Customer Answer

  Date: 11/21/2023

  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.
  
  Please see the attachment. **** website currently lists the cost of 250 Mbps for ***** and 500 Mbps for *****.  I was being charged ***** for 250 Mbps and ***** for the Panoramic Wi-Fi Gateway rental (***** total). I was upgraded to 500 Mbps (as a gift - no additional cost).  I am now being charged ***** for the free upgrade to 500 Mbps and ***** for the Panoramic Wi-Fi Gateway rental (******). This makes no sense that I was receiving a discount unless the discount was $2.50. Also, the attachments indicate that when the promotions end I will enjoy the gifted speeds at no additional cost?
  
  Regards,
  
  *********************
  
   
  

  

  Business Response

  Date: 11/29/2023

  
  We want to thank the customer for taking the time to file their rebuttal. In receipt of this complaint, Cox Communications has not changed its position in this matter. *** had another opportunity to review pricing and offered the customer a downgrade of service to accommodate their pricing concerns, but the customer wants another regulatory agency to review the information before making any changes. We regret that your experience was not a good one and apologize for any inconvenience caused. The customer is aware they can continue to reach out for support and have *** contact information for their source.
  
   Thank you.
  
  

• Initial Complaint

  Date:11/15/2023

  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.

  *** Service was cancelled in July of 2023. *** representative was asked by client specifically if bill is complete and no further payment is needed. *** representative explicitly stated that there were no further charges. Thank you for being a customer and your business. Months later, *** charges additional charges without consent of client and is demanding payment months after final bill was settled. *** provided contradictory information at settlement of account and charged inappropriately. Former customer requests additional charges be dropped and the account fully closed.

  

  Business Response

  Date: 11/16/2023

  We are sorry for this frustrating experience and appreciate the opportunity to address the customers concerns.
  
  A *** Executive Escalations Specialist reviewed the account,the customer had *** (Affordable Connectivity Program). When the account is disconnected during a billing period the *** credit of $30.00 gets charged back to the account ***** days later. Since the customer was not advised of this *** has waived the fee and can confirm there is a zero balance on the account. The credit will take 24- 48 hours to reflect on the account.
  
  Sincerely,
  *** Executive Escalations team 

• Initial Complaint

  Date:11/02/2023

  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.

  New customer to *** ************ agent lied to me. Obtained my social security number telling me that a connection fee would be waived if I gave my social security number to her and a soft credit check would be done. If I have good credit the activation fee would be waived. It was a lie.She lies to me to get my social security information to sell me a cell phone plan.Took me all day to figure out what was going on by repeatedly calling *** cable and speaking to agents who confirmed that the only reason they would ask to do a credit check is to sell me a cell phone.I tried to file a complaint with ***.*** communication repeatedly for hours and hours passed me around or purposely dropped the line and gave me no resolve about their deceitful practice. I added my phone log calls to *** cable as documents.

  

  Business Response

  Date: 11/02/2023

  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 are working to provide a successful resolution. This matter remains open and active while we work with the customer's concerns with outages.

   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.