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:10/09/2023

  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 had *** service when I lived at *********************************************************** until approx 2018 or 2019, not able to remember exact date. We moved to ********************************************************, ** and switched to LUS Fiber. *** sent me boxes to return the modem and whatever equipment we had. I took the boxes and equipment to ****** Circle and packed them up and shipped them to ***. It was too long ago and I didn't save the receipt for this long, so I don't remember if I called for a pick up or I dropped the box off at *** or ***** All of a sudden a few months ago a collection account for $276 pops up on my credit reports for *** saying I never returned equipment. I have tried talking to them, they won't budge. That equipment was 100% shipped back to them in THEIR OWN box. I do not have any *** equipment AT ALL. I have no use for any, I wouldn't be able to use it for anything, and I know for a fact I shipped it back and I do not have anything of theirs in my possession. It is unfair that years go by and then they suddenly put this on my credit report when #1 it's so many years past now that I don't have receipts anymore, and #2 I truly don't have any of their equipment and never kept any of hit. I just simply would never do that.

  

  Business Response

  Date: 10/19/2023

  BBB#******** *************************;
   
  We want to thank the customer for taking the time to file her concern.  In receipt of this complaint, *** spoke with the customer on October 10, 2023. The resolution specialist reviewed the account history and removed a $100 equipment charge that was not *** rental equipment and $16.70 late fee that was applied to the account. The remaining write off amount $160.15 are valid charges, and the customer can contact *** ********************** directly at ************, option #1 account services to settle the debt. 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:10/01/2023

  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.

  Cable and ******** services havent worked since Tuesday, Technician have come out to repair the problem and have been unsuccessful; due to several reasons .

  

  Business Response

  Date: 10/03/2023

  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 *** have experienced. It is certainly not our intention to cause any frustration. 
  

  We have reviewed the account to ensure the customer's account has been adjusted for the services being offline. Per our records, the customer's account was updated with credits for the services being offline from 9/26/23 - 10/3/23, which is the equivalent of 8 days without service. We also had a technician scheduled to visit the customer's home on 10/3/23 to further assess any issues that *** be lingering, and the technician was refused access to the customer's home. 

  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:09/29/2023

  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.

  My acct # is ******************. I'm once again filing a compliant because of my my ongoing service issues with *** Communication, the problems started in July. I called *** & a Tech came out 7/9/23 & changed out the main box because he determined that was causing the problems. Well,that worked until 7/23/23 then then problems started again. Every morning when I turn on the ** I get message saying restart all with an error code RDK03033. When I hit the restart button the next message is check cable connections.After that a message appears saying weak or no signal. Finally after 5mins the Welcome message appears,then 3mins later the **'s are back on. I have 4 **'s I'm tired of calling *** everyday about these problems.Most of the time I get a recorded message saying"There's an outage in your ********** Techs have been dispatched".At this point I don't want to talk to *** because it does no good. The last time I talked to a Tech I suggested maybe it's the connection from my home to the ******** was dismissed.My last contact with *** was 9/25/23. They did a reboot from the office and the cable worked fine until this morning(9/29/23)then the problems started again.I'm fedup with this poor service.I should not have to unplug my **"s & Internet devices to get them to function. I need this problem resolved & not hear *** thanking me for being a customer for 40 years.Start acting like you appreciate my business and solve my problems !!!

  

  Business Response

  Date: 10/03/2023

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

• Initial Complaint

  Date:09/28/2023

  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.

  In the last few months *** services have been unavailable frequently.

  

  Business Response

  Date: 09/29/2023

  We made attempts to contact our customer.   However, we were unable to reach them. Should they wish to speak with us, they can reach a *** representative at the phone number provided via voicemail. Thank you.

• Initial Complaint

  Date:09/26/2023

  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.

  We have been dealing with *** for over 10 years. We have not updated any equipment, only the services. This month (September) noticed the bill increased by $325. When I contacted the company I was informed that I received new equipment, that I did not. After speaking with someone, I was told that a technician needed to come out. We were then told that we would have to pay for equipment that we currently have. We were told that our bill would also change drastically. Our bill has been the same for the past 6 months with the same equipment, but not it's changing and we didn't elect for this change.

  

  Business Response

  Date: 09/28/2023

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

• Initial Complaint

  Date:09/24/2023

  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.

  *** tech support added a secondary network to my modem without my permission. This caused issues with some of my wireless devices. I tried two more times to get help from *** to undo what the tech had done. Finally I was told that I would have a new modem shipped to my home. After a week it did not arrive so I contacted tech support again. I was then told that I would have to drive to *********** to pick it up. I explained that I could not get there during store hours but was told that there was nothing that could be done. I tried to contact the Millerville location but no one answered. I left a voicemail but no one called me back. Now I am forced to miss work to fix their mess up. Its sad that they dont care about their customers. I have been a customer since 2016

  

  Business Response

  Date: 09/28/2023

  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, Central Region

• Initial Complaint

  Date:09/19/2023

  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've been monopolized into sticking with *** internet despite their poor service (frequent outages/disruptions for extended periods). They will issue a credit for the latter but only if the customer calls to request it, which in itself is poor customer service to me (i.e. what if someone fails to, forgets to, doesn't know there was an outage/disruption or doesn't know to call?). Nonetheless, I call in when I'm aware of such outages or interruptions and although credits may be sufficient most of the time a mere credit is not sufficient enough for the failure of a final exam that occurred the last time there were *** internet service interruptions (My exam timed out before I could finish because the timer kept going all 4 times the internet went in and out). Nevertheless, I believe some sort of compensation should be awarded for the failure of an exam due to ***** poor internet service.

  

  Business Response

  Date: 09/21/2023

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

  Customer Answer

  Date: 09/21/2023

  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.
  
  My proposed resolution has not been met. Yes, they sent a technician out who simply ran a diagnostic and stated the internet service (that was just out 2 hours before he arrived) was working appropriately. That is no indication that the internet will be working properly, unless in some severe circumstances, from this day forward. Additionally, I requested to compensated appropriately for the poor service which caused me to fail an exam and a $20 credit just doesnt seem to me appropriate compensation for a grade of F because *** internet service was up and down during my exam while the timer kept going. Better compensation is warranted. 
  
  Regards,
  
  *****************************
  
   
  

  

  Business Response

  Date: 09/25/2023

  We want to thank ***************************** for taking the time to file her concern.  In receipt of this complaint, *** spoke with ******************** to make sure her issues were resolved on September 21, 2023. *** confirmed that all network issues were resolved as of September 20, 2023, with no further outages in service reported since then.   A *** field technician confirmed ******************** services were working as designed at her home on September 20, 2023. *** credit policy is based on the prorated amount of monthly service rates customers pay as well as documented days of outages based on *** records.  As a one-time courtesy, *** issued a total amount of credits for the month of September in the amount of $87.07.   *** attempted to reach ******************** again on September 22, 2023, and September 25, 2023, but did not speak with her again.  We sincerely apologize for any inconvenience caused.  Thank you.
  

  
  Cox Communications

  Customer Answer

  Date: 09/25/2023

  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.
  
  *** did attempt to contact me on both dates and I was not available to answer the calls each time. Likewise, the particular representative was not available when I returned the calls. I am not aware of the credits issued as I still have $44 bill due after being told by another *** representative that I would not have a bill due in the month of October. The service was verified as working properly by the technician as stated. However, it was not working properly prior to his arrival and that does not confirm that it will be working properly from that day forth. Since I am out of town and will be this entire week I have no confirmation that is working now or if it will be working properly throughout this week. Waiver of the $44 October bill may be a suitable attempt at rectifying the failure of a final exam due to **** subpar internet service.  
  
  Regards,
  
  *****************************
  
   
  

  

  Business Response

  Date: 09/26/2023

  *** stands by its original response.  

  We want to thank ***************************** for taking the time to file her concern.  In receipt of this complaint, *** spoke with ******************** to make sure her issues were resolved on September 21, 2023. *** confirmed that all network issues were resolved as of September 20, 2023, with no further outages in service reported since then.   A *** field technician confirmed ******************** services were working as designed at her home on September 20, 2023. *** credit policy is based on the prorated amount of monthly service rates customers pay as well as documented days of outages based on *** records.  As a one-time courtesy, *** issued a total amount of credits for the month of September in the amount of $87.07.  A further review of her account as of today 9/26/2023 show the customer has a credit balance on her account of $31.69 that will be applied to her next billing cycle.   *** attempted to reach ******************** again on September 22, 2023, and September 25, 2023, but did not speak with her again.    If ******************** needs further assistance; she can reach a *** representative at the contact number provided.  

  Thank you.

  
  
  Cox Communications

  Customer Answer

  Date: 09/26/2023

  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.
  
  There was no resolution within that response and Ive attempted to reach this particular representative at the number provided and have gotten no response. In light of the latter and the response given it is clear that *** (its representative) does not desire to come to a resolution that we both can agree upon. 
  
  Regards,
  
  *****************************
  
   
  

  

  Business Response

  Date: 09/27/2023

  We want to thank ***************************** for taking the time to file her concern.  In receipt of this complaint, *** spoke again with ******************** on September 27, 2023, and we have addressed their concerns.

  Thank you.
  
  Cox Communications

  Customer Answer

  Date: 09/30/2023

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

• Initial Complaint

  Date:09/18/2023

  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.

  Continued drop in services over the last month. Mostly been Internet but yesterday it was off for over 8 hours and we lost Internet, Cable and Phone. When we lose phone our security system does not work. I am HOA president for my neighborhood and we all are having issues.

  

  Business Response

  Date: 09/18/2023

  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
  **********************

• Initial Complaint

  Date:09/15/2023

  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 August 11th, we have experienced no less than 30 outages of internet service. This problem is affecting lots of people in NW ***********. *** has been contacted countless times and their technicians do not truly investigate what is happening, then never follow up to see if the issue is resolved.I have asked multiple times for a supervisor or manager to inform us on what is going on - yet we received NO COMMUNICATION whatsoever.To make matters worse, *** is gouging us price-wise. In the past 3 months, I have paid $590 JUST FOR INTERNET.My asks are:1. Someone from ***, with real knowledge of the situation, to contact me by phone at ************** and explain what is happening and what the plan is to address it.2. An account credit of at least 50% for the past 3 months, due to the nearly 6 weeks of daily outages plus the price gouging.Thank you,*************************

  

  Business Response

  Date: 09/18/2023

  Dear Better Business Bureau

  Cox Communications is responding to the complaint filed with your office on September 15, 2023, 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 their concerns. 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:09/14/2023

  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.

  Intermittent internet service NOT RELATED to equipment, but simply insufficient capacity by Cox Communications.

  

  Business Response

  Date: 09/22/2023

  We want to thank the customer for taking the time to file his concern. In receipt of this complaint, *** spoke with the customer on September 15, 2023. The customers concern was he believed his intermittent internet service was related to insufficient capacity by Cox Communications and not related to equipment. The representative review utilization and congestion to the node that supports the customers account but found no issues. The customers account is in a multi dwelling structure and *** has not serviced this account since 2014. We believe he will schedule an on-site visit at his convenience to address his service issues. We 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