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:08/15/2023

  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.

  I set up an account for in home wifi the week of July 23 and chose the $50/month plan. Within one day I received an email stating my new bill was 105.66/month. I called 13 times only to be told I would be transferred to billing and then was hung up on or I was just hung up on outright when I told them the issue. I went into this business location to dispute the charges and was assured that my monthly billing was only $50/month. My bill was adjusted and I paid the first month's bill of $50. Today I went on my online account to check my bill and it is $120.53. I began a chat with the online help line and was told that "there is a monthly charge that is required by all customers but rest assured it will be credited back to your account in 90 days". I went back and forth stating that I will not pay more than I had agreed to pay when I signed up for their wifi service and nothing was done. I believe this business is creating false charges and billing their customers for services never rendered as I was charged a "service fee" despite never requesting someone to come to my address to service my internet and never actually having someone come and service my internet. When I tried to dispute this all that was provided was my monthly bill and my questions were avoided and never answered.

  

  Business Response

  Date: 08/25/2023

  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.

• Initial Complaint

  Date:08/14/2023

  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 writing to file a formal complaint against Cox Communications regarding the persistent and unsatisfactory internet service I have been experiencing for the past six weeks. As a general and mechanical contractor, my business heavily relies on a stable and reliable internet connection, which has been severely disrupted during this period.I have been a loyal customer of ********************** for a considerable amount of time, consistently paying my bills on time without any delays or issues. However, despite my adherence to the terms of our agreement, I have been facing continuous challenges with my internet service, including frequent outages, poor connection quality, and complete loss of internet access.To address these ongoing issues, Cox Communications has sent out three technicians over the course of the past 6 to 8 weeks. The most recent technician visited my premises yesterday and replaced the modem, yet the problems persist. As of today, I am still encountering the same connectivity issues, including poor connection quality and intermittent or no internet access at all.Considering the significant impact these service disruptions have had on my business operations, I believe it is only fair that I am not expected to pay for the past two months of service. It is unreasonable to expect me to bear the financial burden for a service that has consistently failed to meet my expectations and requirements.Therefore, I kindly request that Cox Communications takes immediate action to resolve these internet issues by sending a reliable and knowledgeable technician to address the root cause of the problem. Additionally, I expect a full credit or refund for the past two months of service, as I have been unable to utilize the internet properly due to the persistent issues.. I appreciate your assistance in resolving this issue and ensuring that I receive the reliable internet service that I am *********** as a paying customer Thank you for your attention to this matter. I look forward to a swift resolution and a satisfactory outcome. Please do not hesitate to contact me if you require any further information or documentation.Yours sincerely,****************

  

  Business Response

  Date: 08/31/2023

  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:08/14/2023

  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 asked for my services to be canceled for over a month now via the phone and the chat. I was told I would be disconnected and my last statement would be mailed to me. They continued to charge me and serve me late fees to my email and text notifications. Never received physical mail like I was told. I was then told I need to go to my account and pay and they would remove the late fees. The problem is I no longer have an account that can be accessed online because I am no longer a customer. Still I get texts saying I owe money with no way to pay it. The charges keep rising and it has affected my credit. I took pictures of the text messages. One is that the issue is getting corrected and the other I received last night after hours saying I need to pay immediately with more charges.

  

  Business Response

  Date: 08/14/2023

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

• Initial Complaint

  Date:08/08/2023

  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 May 19th of this year, it was brought to my attention that a collection account was sent to my credit. I contacted the creditor to resolve the problem. The creditor told me that there was an error on their end and that I would have to contact *** themselves. I contacted *** and brought the issue up to their customer service representative. The service representative acknowledged that it was an error on their part and that they will fix the issue. I asked for them to remove the collections from my report and to contact the creditors to remove the account. They agreed to do it but it still shows on my report.

  

  Business Response

  Date: 08/22/2023

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

• Initial Complaint

  Date:08/02/2023

  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.

  Bait and switch-promised/advertised cable and internet bundle at $105. I added no extras and would be installed the morning after my move in. All approved and authorized by ***. Now customer service says the service is $115 and it will be a week. This is after I spent the afternoon on the phone with them, they are the only provider at this address, dont think its correct to quote a price and installation time and then change it after the agreement was made. I want them to come Friday the 4th and charge original price.

  

  Business Response

  Date: 08/09/2023

  We are sorry for this frustrating experience and appreciate the opportunity to address the customers concerns.
  
  The *** Executive Escalation Team attempted to contact our customer in response to their review. Unfortunately,we were unsuccessful in reaching them and with leaving a message. 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.
  
  Sincerely, 
  
  The *** Executive Escalation Team

• Initial Complaint

  Date:08/01/2023

  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.

  Literally, every time the wind blows too hard *** intern services go out. Moreover, the service does not go out for a reasonable amount of time. It stays out for hours (12 plus hours). Imagine how aggravating that is when everything you do revolves around the internet. The most important of those things is being enrolled in online school, having 5 courses that youre responsible for completing test for at the end of every week by 11:59 PM and you cant even get online to study (online course presentations and lectures) nor take exams. The latter, not being able to take exams, is exactly what happened to me the last time the internet went out and didnt come back on until some time the next evening. This is ridiculous! The few cents of credit given for these all too frequent occurrences is insufficient and is definitely not repayment for the aggravation or failing of exams.

  

  Business Response

  Date: 08/07/2023

  We have contacted our customer directly and addressed her concern.  Thank you!

• Initial Complaint

  Date:07/24/2023

  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.

  I am using the chat to cancel my service. I have tried three times and provided exactly the info that is on my bill and account online. After aI mention wanting to cancel. they reps *** I do not exist in the system. I have even attached my bill I just paid today July 23, 2023 to prove that the address, name, and account number on the account are all consistent with the info they have online. How can they send me a bill with that info on in and when I provide the exact same info, they say none of it matches any account in the system. This I unbelievable. The same into they use to send me a bill, when I provide that info to cancel. now they say I am not a customer in the system and can't help me. How can they send me a bill, receive the money and then say I am not a customer? I want this account cancelled today and want all funds for service refunded if they charge me after this date. I also want compensation for this as aI have spent over an over trying to get someone to help me. They all say there is o supervisor to help. With a company as big a ***, there is no way there are no supervisors. Cos is preventing me from cancelling and stealing my money. This is poposteous. *** bills me and then says I am not a customer when I access customer service. I have attached my most recent bill with all my info.

  

  Business Response

  Date: 07/25/2023

  *** made attempts to reach ********************* in receipt of their complaint; however, we did not have the opportunity to speak with them. Should ************************ to discuss this matter further, they can reach a *** representative at the contact information provided.
  
  Cox Communications

• Initial Complaint

  Date:07/17/2023

  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.

  Persistent performance issues related to packet loss. Within the last 2-3 months we have had 3 separate issues of severe packet loss impacting internet and phone within our node. This is impacting not just our own home but our neighborhood and node as well. Because the issue is somewhat intermittent, though occurring daily, it is difficult to schedule a technician to be present at the time the packet loss is occurring, and without a technician to verify or record the issue, action has not been taken to resolve the problem.

  

  Business Response

  Date: 07/19/2023

  ***** Executive Escalations 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 there is a network issue that has been identified in the area that *** cause service interruptions.  We are working to restore service as soon as possible and services impacted are ************ and Telephone.  We have attempted to contact the customer twice via phone to discuss with no answer.  We were unable to leave a voicemail, but an email has been sent to our customer if further assistance is needed.
  
  
  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

  Customer Answer

  Date: 07/19/2023

  [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:07/12/2023

  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.

  My internet was up and down for weeks, I replaced my *** modem for one that would my needs for other internet devices and hoping that it would solve my connectivity issues with the internet. The internet would be out of hours at a time. I make several calls concerning this. I was told to reboot and disconnect the modem on several calls; I finally schedule an appointment for a technician to come out. The technician found a cut in the line on the pole. He asked to come in to check to see if the signal was making to the modem. In the process of checking the signal, he disconnected my modem, upon reconnecting the modem, the modem started having issues. At this point the technician had to install a *** modem, due to the fact that I work from home and could not be without internet service. I asked if a service fee would be applied, and the technician said he would not put the call in for modem issues. The modem was working, and I had the internet until he disconnected the modem and reconnected it. Replacing the modem was not the reason for the service call and I should not been charge for replacing modem when it was working until a *** employee disconnected it.

  

  Business Response

  Date: 07/18/2023

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

• Initial Complaint

  Date:07/11/2023

  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.

  I contacted *** cable about cable not working. The agent was more concerned about enrolling me in other services than fixing the issue. My cable was ****** and now it is ****** without my authorization. When contacting about th increase, they refused to make changes. *** practices are criminal. I want my bill restored to the original payment of ******

  

  Business Response

  Date: 07/11/2023

  
  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.