Complaints

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

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• 

  Cox Communications

  2121 Airline Drive Metairie, LA 70001

  
• 

  Cox Communications

  2010 N. Parkerson Ave Crowley, LA 70526

• 

  Cox Communications

  5571 Nw Expressway Warr Acres, OK 73132

• 

  Cox Communications

  2929 Watson Blvd Warner Robins, GA 31093-8535

• 

  Cox Communications

  2722 Ashbury Point Ln Marietta, GA 30066-4265

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/12/2023

  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 been unable to cancel my landline phone service and get my bill adjusted accordingly.I have disconnected the phone so am paying for service which I dont have or want.

  

  Business Response

  Date: 09/12/2023

  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

• Initial Complaint

  Date:09/11/2023

  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 neighbor received new service from ***. The tech who installed their service ran cords from my neighbors house, all through my yard and hooked up to a utility pole on the opposite side of my house. Eye sore, not to mention a safety issue. I have kids and do not want them messing with cords thats attached to a utility pole. I have to drive over these cords daily because they run through my entire yard and across my driveway. Its also a huge inconvenience for my lawn guy who has to cut my grass weekly. Ive called *** several times, close to two weeks about this issue and I keep hearing oh were sending someone out, or be patient or someone will call. No calls from anyone, when I call Im always disconnected before Im transferred to a supervisor on duty and when I do reach a supervisor I get the run around. Two techs came out and did absolutely NOTHING. This has been going on way too long. I WANT THEIR EQUIPMENT OFF MY PROPERTY!!!! This is not even for service to my property, its for my neighbor and Im the one who has to go through this. And not to mention, if and when they ever bury the lines, I was told itll be my property theyll have to dig up and bury my neighbors lines on, which is another problem!

  Customer Answer

  Date: 09/11/2023

  my address ***********************************************************

  

  Business Response

  Date: 09/12/2023

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

  Customer Answer

  Date: 09/13/2023

  [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:
  
   After BBB contacted ***, a tech was sent out and buried the wires. 
  
  Regards,
  
  ****** York

• Initial Complaint

  Date:09/06/2023

  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 work from home and we have experienced internet outages 4 times in the last week and a half. August 29th, Sept 4th, 5th, and 6th. I missed and had to reschedule several Zoom calls due to this. I texted with a representative about this and about compensation/bill adjustment due to the loss of work with no internet for hours on end. No warning and the estimated times of restoration were always pushed back. I was only offered $11 off of my bill. For four days (yes, I had a Zoom consultation scheduled on Labor Day) of work being interrupted. I asked to speak to a supervisor and I received the same response. That the "system" would only allow to compensate $11. It was infuriating as you can imagine and felt like this huge company was completely taking advantage of their customers and quite literally did not care about the human day-to-day impact it has on their customers who rely on their service for their lively hood. Not to mention the almost complete monopoly they have in our area further embolden them to care very little about ************ area. I would like to have my bill adjusted fairly to reflect my work loss. 4 days of work with up to 6 hours of no internet. $11 is an insult.

  

  Business Response

  Date: 09/07/2023

  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.
  
  After reviewing the customer's account to review the loss of services, we can confirm the customer lost services for the 4 days included in the complaint details. We provided the customer with a credit based on the monthly rate the customer pays for services, which is $87.81. The credits are determined by the breakdown of the cost you pay per day. If we divide the monthly rate ($87.81) by 30 days (average amount of days in a month), the amount the customer pays per day is $2.92 per day. Based on the 4 days of outages, the amount we adjust is $11.71 ($2.92 x 4 days). 
  
  We understand your frustration and acknowledge the difficulties you've experienced. Please be advised, though, that pursuant to Paragraph 15.E. of the **************************** Agreement which governs your services (available at ********************************************************************), *** is not liable for indirect or consequential damages such as lost wages, lost time, annoyance and/or frustration.  
  
  If you have any additional questions regarding your billing, please call our *************************** at ************.
  

• Initial Complaint

  Date:08/30/2023

  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.

  Cox communications accessed my account without my permission and paid a bill on my behalf with my permission.

  

  Business Response

  Date: 08/31/2023

  We want to thank *********************************** for taking the time to file her concern.  In receipt of this complaint, *** spoke with ********************** regarding her *** account.  A review of *** records shows no error regarding payments received on August 23, 2023.  *** also confirmed today that ********************** has chosen to go with another provider.  Thank you.
  
  Cox Communications

• Initial Complaint

  Date:08/29/2023

  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.

  My roommate called to add cable to our *** internet plan (community bulk plan through apartment complex) and our bulk plan account for our apartment was cancelled without authorization. The technician adding cable cancelled the existing account and created a new private account charging us for both wifi and cable. Again wifi is already paid for by the bulk plan purchased by our complex. Again, my roommate was only seeking to add cable to this existing account through the apartment complex. As a result of the unauthorized cancellation of our units bulk account, our wifi through the group plan was discontinued with no warning. In addition the technician who created the new private account removed me from services. When I went to call about why the wifi was malfunctioning, unaware that adding cable would discontinue my wifi services through my group account, I was told I was not authorized to obtain help with the account because my name was not on the account, only my roommates name was. This is despite providing a 4 digit pin set by my roommate for cable and despite a record of my name on several troubleshooting calls and on the history of the account cancelled yesterday by the technician without authorization. I spoke to 6 customer service and IT support technicians and although the account was cancelled without my authorization no one could add me to the account. I spent 3 hours on the phone and received no resolution despite coxs unauthorized closure of my group account and still do not have wifi. I have been without wifi all day. As a full time student, this has been extremely stressful especially with an impending hurricane closing campus and sources of internet like coffee shops.

  

  Business Response

  Date: 08/31/2023

  Dear Better Business Bureau
  Cox Communications is responding to the complaint filed with your office on August 29, 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:08/29/2023

  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.

  Today I called *** at ************** around 2:38 EST. I was calling to close my *** account. A series of poor customer service interactions have bought me to this decision and I've decided to switch to ***** I spoke with a gentleman named ******* who told me that he couldn't close my account until a past due balance was collected. By explain to ******* that I have no problem paying that passed the balance and that I would like it included in my final bill. He's lying to me that I didn't need my account closed because I don't currently have *** internet because my service is suspended. I explained to him that suspended service on the closed account is two different things and I just want my account closed. He continued to tell me that he would not help me until I submitted a payment through him. I asked him if I could speak with someone else maybe someone higher than him or someone of the same department and he told me that he was the only one who could close my account. I asked him how he could possibly be the only person who can close my account and he insisted that he was the only one who could do it. Strong arming me into making a final payment and continuing to have service with *** is not something I'm interested in doing. I will pay everything that I owe them upon closing the account and receiving a final bill. I do not want to continue to maintain a *** account continuing to accrue money that I owe them when I want to move on to another internet service provider. The conversation I had with ******* today is just one in a series of poor customer service that I received with *** and I no longer want to do business with them.

  

  Business Response

  Date: 08/31/2023

  We want to thank the customer for taking the time to file her concern.  In receipt of this complaint, *** spoke with the customer on August 30, 2023. We reviewed the billing interactions that took place when the customer expected to disconnect service. The customers account was past due ***** days, and the *** representative intended to explain *** charges for services a month in advance and the representative was seeking payment, when the customer only wanted to disconnect. The representative tried to set up a scheduled payment to extend service, but the customer wanted only to disconnect service. The representative set up a promise to pay for the past due only on August 30, 2023, which resulted in a non-payment and disconnection of service.  We apologize that interaction was not favorable, and 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:08/24/2023

  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.

  since friday aug.18 all i have gotten is nothing but lies and run around about my Affordable Connectivity Program...Dear *****,Youre approved to get your Affordable Connectivity Program benefit. Sign up by 11/16/2023.on the phone ....You're approved! Contact an internet company to get your benefit.i gave *** my approval code on friday and was told ill get an email confirmation by monday and that their website on my account would update to show im back on the program but im not it says.. Benefits no longer active. and im on the phone again now with the National Verifier saying no one else has my acp benefits and i need to give my approval code to my internet provider which i have done twice now.

  

  Business Response

  Date: 08/30/2023

  We want to thank the customer for taking the time to file his concern.  In receipt of this complaint, *** spoke with the customer on August 25, 2023, we reviewed his account and his *** benefit had been transferred to another provider in error. On September 1, 2023, we will submit a form to have the *** benefit transferred back to ***. We believe he 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:08/23/2023

  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 paid *** for an internet install for Aug 12. It's the 23 and my internet is still not working. My spouse and I both work from home so this is a major problem for both of us.*** identified an issue in the street during the initial installation appointment and aborted the install. I have had to call them numerous times to keep getting their attention, and they keep promising "we'll do xyz in 3 days". They have "lost record" of previous conversations. They have promised me technicians will be sent out that day, and then lose record that that was ever promised. They have canceled scheduled appointments without telling me. They have sent out techs that aren't qualified to solve the issue they had already determined was there over a week ago. They repeatedly ask ME what the problem in the street is, despite multiple of THEIR techs having identified, reported, and opened tickets about the issue. Somehow it's on ME to tell them what department needs to be told, who needs to be sent out, and what they need to do. One tech finally did the install inside my house but the equipment in the street doesn't work for some reason and they keep kicking the can down the road, canceling appointments, breaking promises, making new promises, and then breaking those too.I just want my f****** internet to work. I don't know how they are so incapable of getting this done.

  

  Business Response

  Date: 08/29/2023

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

  One of our Executive Escalations team members reviewed the customer's account history and spoke with them on August 25, 2023, to share her findings. *** found the customer's home needed to be connected to the *** network, which was completed on August 25, 2023. 

  *** is happy to report that the customer is satisfied with their service. 

  Sincerely,

  *** Executive Escalations team

• Initial Complaint

  Date:08/23/2023

  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.

  No Internet at night every night they are turning ** off after midnight and no volume on TV yet they won't go e money back terrible !!!!

  

  Business Response

  Date: 08/28/2023

  Dear Better Business Bureau:
  Cox Communications (***) is responding to the complaint filed with your office on August 23, 2023, and assigned complaint ID #********.

  
  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.
  The *** Executive Escalation Team attempted to contact our customer in response to their complaint. Unfortunately, we were unsuccessful in reaching them, via telephone and attempted to follow up via email. Aside from an email reply reiterating the complaint we have not be able to speak with our customer to address their concerns.

  
  If our customer would like to speak with us regarding their complaint and concern, they can reach our Executive Escalation Team at the phone number that we provided in the email that we sent them.
  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 Better Business Bureau has given to us to assist our customer.
  Sincerely,
  ********************** East Executive Resolutions team

• Initial Complaint

  Date:08/15/2023

  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.

  I currently have a $49.99 balance on my bill as of today 7/28/23 due to a service call that I was assured I would not be charged for. I upgraded my services recently and did the setup on my own and the speeds were not accurate, they still arent but the 3rd party contractor told me thats the best you are gonna get which is not fair at all. *** should not oversell their speeds in areas if this is the case that leads to this problem. Nevertheless I have the affordability program so I ensured I would not be charged on the call and they still charged me and its unaffordable. Collections offered a mere $20 credit, this is awful customer service. Yesterday our internet was down for 8 hours and a chat representative offered a $1 credit even though my husband works from home and missed his entire shift! Unacceptable

  

  Business Response

  Date: 08/15/2023

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