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

  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

• 

  Cox Communications

  1906 Eraste Landry Lafayette, LA 70506

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:07/10/2023

  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 just received a bill via email from ***, saying that I owe $64.35. I havent owned the property that the bill has on it in over 2 years, and I have not had any *** services since the property was sold. Why am I all of the sudden receiving a bill from them? I have not been sent a bill since I sold the property, until now. How did *** allow someone to set up an account in my name? They obviously didnt verify any of my information! Now, while on vacation with my family, I have spent a couple of hours trying to get this resolved. I still havent received any answers or help regarding this issue. A company shouldnt be able to set up an account and bill someone when they havent verified anythingno social security number, no IDnothing! Whoever set this up wouldnt have any of that information. I am furious that this was set up in my name illegally and now ** having to waste my very limited free time dealing with it. I expect some type of compensation for the hassle and stress of dealing with this!

  

  Business Response

  Date: 07/10/2023

  We are sorry for this frustrating experience and appreciate the opportunity to address the customers concerns.
  
  One of our Executive Escalations team members reviewed the customers account history. The customer received the bill because there was a service call at the address. The service call has been credited and the customers name has been removed from the account since the services are provided by the apartment or HOA.
  
  Sincerely,
  
  Cox Communications Executive Escalations team
  

• Initial Complaint

  Date:07/10/2023

  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. Unexpectedly on Friday, July 7th, the *** service dropped for many hours. It was a technical issue from the company. I had to look for a workplace, and I almost lost a big project because of that.Tomorrow Tuesday, July 11th, they are going to leave me without service for something related to maintenance. Again it's a *** issue.I asked for fair compensation, but they told me that they could give me 11 USD because this is the result of not having Internet for that day. They are not considering all other punitive issues: Gas, renting a space, etc.So I'm asking for a full month refund as a credit. Thanks in advance

  

  Business Response

  Date: 07/13/2023

  Dear BBB,

  Cox Communications is providing a response to the complaint filed with your office on July 10, 2023. Complaint # ********

  We apologize for the frustrating experience reported by this consumer and welcome the opportunity to address their concerns.

  As for credits applied toward service-related matters, we respectfully submit that *** is not responsible for lost profits or revenue resulting from service-related issues. See **************************** Agreement, Section *****, at ******************************************************************** for more information. Furthermore, in order to provide consistency for our customers, if a service credit is credited, it is based solely on the recurring monthly charge for the affected service, as well as the period in which the service was affected. We have reviewed the account and determined the credit received is consistent with ***** Credit Adjustment Guidelines and Policy.

  It is always our goal to provide our customers with exemplary customer service. As a customer service-oriented company, we know that our success 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.
  
  Respectfully submitted,
  Cox Communications Executive Escalations Team
  

  Customer Answer

  Date: 07/13/2023

  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.

  Im sorry but those expenses are directly connected to your service. And I was extremely fair. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************
  
   

  
  

  

  Business Response

  Date: 07/24/2023

  Dear BBB,

  This is a response to complaint ******** filed with your office on July 23,2023. 

  As our position has not changed, we respectfully reiterate our response dated 7/13/2023: 

  As for credits applied toward service-related matters, we respectfully submit that *** is not responsible for lost profits or revenue resulting from service-related issues. See **************************** Agreement, Section *****, at ******************************************************************** for more information. Furthermore, in order to provide consistency for our customers, if a service credit is credited, it is based solely on the recurring monthly charge for the affected service, as well as the period in which the service was affected. We have reviewed the account and determined the credit received is consistent with ***** Credit Adjustment Guidelines and Policy.

  We apologize for the frustrating experience reported by this consumer and welcome the opportunity to address their concerns.

  Respectfully submitted,

  Cox Communications Executive Escalations Team

   

• Initial Complaint

  Date:07/07/2023

  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.

  I started Services June 21, 2023 Services had worked for a few days until I woke up one morning to internet services being very unresponsive and unusable. I've called and had a Tech come to my home which he concluded that it was the services outside that need repaired and informed me that it would be done by the next day... The next day comes around, along with the day after. ******** Services are still unusable. I call back again where they schedule another Tech to come to my house. The Tech never came inside and was quick to leave my home, claiming the previous tech didn't report an outage in the area, so he did it for me and again mentioned that it will be fixed by the next day.... The next day comes along with no services once again... I call back to ask for a supervisor only to be told "No"... I waited a day or two long before calling back again determined to get results and to my surprise was finally told by the phone Tech that someone is out to fix it and it will be at 3AM on July 5th, 2023. After I woke up the next morning, Services still dont work!.... I waited till around 8am to call back, determined to speak with a Supervisor, which I did... She mentioned the Tech's are still on their way and it will be done by the end of the day.... Next day comes along, INTERNET SERVICES ARE STILL NOT WORKING.To add to this entire matter, they are overcharging me as I was offered $50 monthly for the first 12 months, which I checked my statement and I am being charged nearly full amount of $90!... When speaking with anyone about this, they simply say they can't help and/or provide other numbers to call... I wanted to wait until the Services themselves were working before I focused on the Billing Issue, but I can't even get Services working!!I would like my ******** Services restored, along with Billing Corrected and Store Credit to compensate for all these issues!!!Please Help BBB! ******

  

  Business Response

  Date: 07/10/2023

  Dear Better Business Bureau

  
  Cox Communications is responding to the complaint filed with your office on July 07, 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 the 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:07/03/2023

  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 have reached out to *** to apply these 2 payments to my new account, and being that I don't have a PIN number for an old account in 2019, they will not apply the 2 payments of $80 and $85 to my new account they assigned me. Acct. number ****************** is associated with an old account at 425 ******* I had previously and I have since moved from there Jan 31, 2021 when I bought a house at ***************************************************************. I had no problems with ***, when I lived at ************************. all I want is for *** to put my 2 payments toward my new account that I was given which is supposed to be 001-056742017, and to provide me with a 4 digit PIN for my new account.Thank you, *******************************

  

  Business Response

  Date: 07/06/2023

  Dear Better Business Bureau
  Cox Communications is responding to the complaint filed with your office on July 2, 2023, with the assigned complaint # ********. 

  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.

  A ******************** Specialist reached out to the customer and educated that the payments have been refunded and explained why we were not able to allocate them as requested.

   Once again, we would like to apologize for the frustration that the customer has experienced.

  Respectfully,
  Cox Communications East Executive Resolutions team 

• Initial Complaint

  Date:06/29/2023

  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.

  My sister went and paid her son wifi bill so ******* asked her do she have *** etc he asked for her phone and which she gave my phone number ******* went into my account without asking any security questions My *** pin, the last 4 of my social, nor my address, driver's license or anything because he wanted to make a sale he made changes to my account that I didn't make which resulted in my bill being higher that normal.

  

  Business Response

  Date: 07/11/2023

  Dear BBB,
  
  Cox Communications (***) responds to BBB complaint ID # ******** filed with your office on June 29, 2023.
  
  *** apologizes to our customer for the recent experiences concerning her *** account. Protecting our customers account information and privacy is our utmost priority.
  
  A *** ******************** Specialist reached our customer on June 30, 2023, in response to her complaint and reverted her *** services back to the service levels they were before prior to the incident. The Specialist also made adjustments to her account so that it reflects the correct monthly rate. This concern has been brought to the attention our leadership team for review and appropriate actions and/or agent coaching will take place.
  
  We appreciate our customers patronage and look forward to providing her with entertainment and communication services for the foreseeable future. We provided our customer our direct contact information should she have additional questions or concerns regarding this matter.
  
  Sincerely,
  *** ******************** Team

• Initial Complaint

  Date:06/23/2023

  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.

  On June, 21 I called *** cable to report a problem with my internet and I was informed that they would send someone out to fix the problem. On June 22, 2023, this Technical came to my home a little after to check my internet, and upon his entry into my home, the first thing he said was ok I know what's wrong with it and turn and walked back out the door without letting me tell him what was wrong with my internet. about a minute later he came back in and said to me put some shoes on and let me show you what the problem is, so he took this thing off and gave it to me and said now you are all good to go and you should not have any more problem and if you do call me and he gave me is *** phone number and left. By the time I could come back into my home the same problem he said he had fixed was doing the same thing, so I call him and he didn't answer so I left a message and he never call back. So I call *** back on the 23rd of June and they told me that they could not send anyone out there until they have fixed the problem they were experiencing in my area, but keep in mind this has been an ongoing problem with *** for and while and every time they send someone out they never fix the problem they just patch it up and a week later I'm right back where we started at. I don't think it is fair for me to be paying for mega-blast Internet and getting dial-up services. I pay my bill every month on time so why can't you give me what I'm paying for. This has been nothing but and headache for me. I go to school online and sometimes I have to leave home just to do my homework when I'm paying an internet bill and not getting the services. All I want *** to do is fix my internet and give me credit for all the time I have being on dial-up services and paying for Mega-**************.

  

  Business Response

  Date: 06/28/2023

  
  We are sorry for this frustrating experience and appreciate the opportunity to address the customers concerns.
  
  One of our Executive Escalations team members reviewed the customers account history and spoke with them on **** 26, 2023, to share her findings. The customer had a service call on **** *******, with a *** technician. The technician replaced the modem and verified the services are working as expected.
  
  Should the customer have any concerns about this matter, they can contact the Executive Escalations team member at the number provide.
  
  Sincerely,
  
  Cox Communications Executive Escalations team
  
  

• Initial Complaint

  Date:06/22/2023

  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.

  Cox communications is the worst internet service provider. I have ever had! Out of the 30 days cycle for internet service my internet is unreliable, slow, and cuts off 15 days out of the cycle. **************** is rude and unhelpful. The technicians do nothing more than push the problem back between customer service and techs. They don't actually solve the problem. I am so tired! Because they're one of the only internet service providers in here, they can treat their customers like ****, steal their money, and then have no repercussions for whatever they do, I'm so over them.This company should be disbanded. I pay my bill every month and I feel like I am being robbed. It is ridiculous. How do we live in 2023 and I can't have reliable internet service. *** is the absolute worst!

  

  Business Response

  Date: 07/07/2023

  
  Dear BBB,
  
  Cox Communications is responding to the complaint filed with your office on June 22, 2023, with the assigned BBB complaint ID of ********.
  
  Cox Communications apologizes for our customers recent experience and service issues. A Sr. ******** **** Team member contacted our customer on June 22, 2023, in response to this complaint and advised that our field team has been actively tracking an intermittent signal issue in her area that is causing the service issues shes been experiencing.The signal issue has been difficult for our field team to track and isolate,but we believe we have identified and resolved the issue.
  
  We provided our customer our direct contact number and asked that she contact the Sr. ******** **** Team member should she continue to experience issues with her *** internet service.
  
  We appreciate our customers patronage and look forward to providing her with entertainment and communication services for the foreseeable future.
  
  Sincerely,
  The *** Sr. ******** **** Team

• Initial Complaint

  Date:06/19/2023

  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.

  Every week loose service, the boxes in our neighborhood outside are over 22 yrs old and have been under water. They keep on going up on rates but the service *****. Im turning them in to ********** And FDIC. They lie to you on the phone, I was finally told by a repairman that they dont have enough power for our area and I was also told this would be fixed by splitting their anodes and adding more power. That was supposed to be done. Last summer, never happened! They are ripping us off, and we are sick of it. We have 100 houses in our neighborhood and we all are going to cancel services once **** finishes running fiber. Every week same issue, I was told they cant figure it out by tech and I have that recorded.

  

  Business Response

  Date: 06/22/2023

  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.
  
  Senior ************* Specialist
  **********************

  Customer Answer

  Date: 06/22/2023

  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.
  
  Yes I was contacted by *** and he was very professional and I told him my frustration, but they hand answers and when I was told a year ago the nodes would be split to supply enough power for what we are paying for and now I find out it hasnt been done. *** needs to give the customers in my neighborhood which is 100 houses a discount. We are paying for a Lambo and getting a bicycle. They charge you extra per month so you dont have to pay $75 for a service call for their crappy equipment. I told them and have video you have to go to their store to switch out bad equipment and they cant test it before you leave, no since. They actually throw the boxes in the trash can, I asked why they do that they said they go to be refurbished. I asked last year after going to Lafayette twice with bad boxes in one day, for a new box he laughed at me he said thats only for new customers. 12 yrs Ive had *** and if I had another option I would take it. Maybe this needs to go to the news and then something can happen and give us discounts. Enough is enough, horrible service and goes out weekly. Im going to reach out to news station, maybe this will force them to fix the issue. All my neighbors are upset and most work out of their house. Discount thats the fix until you split the nodes and give us what we are paying for.
  
  Regards,
  
  ***********************
  
   
  

  

  Business Response

  Date: 06/28/2023

  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. 
  
  
  Senior Customer Care Specialist
  **********************, Central Region

• Initial Complaint

  Date:06/16/2023

  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.

  *** Cable is prohibiting sound from Newsmax channel news station. On June 12, 2023, I noticed Newsmax channel had no sound. It was an issue that has continued to persist. On June 15, 2023, I contacted *** cable and had my cable box restarted, and walked through the conservative measures provided by *** technicians. When the problem persisted, I then googled the issue and found this has been occurring exclusively to the Newsmax channel on *** networks, and possibly on other networks.The attempt to disrupt Newsmax on multiple provider platforms during a highly contested election cycle is on its face improper.

  

  Business Response

  Date: 06/16/2023

  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.
  
  Senior ************* Specialist
  **********************

• Initial Complaint

  Date:06/16/2023

  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 husband was notified on 4/18/23 that he was being transferred from ********* to ***** for his job I called *** to let them know and to stop services for 4/29/23. We moved on that day and brought the modem to the local store. I paid my finale bill in may what they told me I owed. They even sent me my deposit back in may. Then yesterday 6/14/23 I received a bill via email for $30 . I called then today and the man stated that it was a charge for something the government was giving me every month but since I wasnt there in may I have to pay the fee.I explain I never asked for this assistance but was very grateful to receive it but it was my fault that they didnt stop the assistance when I canceled services. He was still saying I owe this amount. It is not about the money it is about why did they send my deposit back if I owed this money. I dont want to pay this bill that came 1 and 1/2 months that I have been in ***** .

  Customer Answer

  Date: 06/16/2023

  Service address *********************************************************** my account number was ******************

  

  Business Response

  Date: 06/16/2023

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

  Customer Answer

  Date: 06/16/2023

  Ms ******,
  Thank you for all your help . Cox communications reached out to me and we have resolved the issue
  
  Thank you,
  *******************