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

  338 Edwards Ave New Orleans, LA 70123-4216

  
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  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

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:06/15/2023

  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.

  On Wednesday, June 14 a *** cable technician came to my block and cut me and my neighbors cable / internet without letting us know. Both my neighbor and I work from home and we are now without Internet. *** cable cannot get another technician out for three days and this is unacceptable. *** cable gave us no warning that with this was going to happen. *** cable has no right to indiscriminately mess with our livelihoods. I filed a complaint against the technician and the complaint number is KSR000013274171.

  Customer Answer

  Date: 06/15/2023

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

  

  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 reached out to our customer to address their concerns, however, our attempts to reach them have been unsuccessful. We have emailed the customer directly and provided a direct contact number via voicemail where our rep will be glad to assist.  Based on the account a technician was dispatched to the customer home today, June 16, 2023.  It currently show the modem is online with a good signal, however our rep will remain available if further assistance is needed.
  
  Thank you for your time and consideration.
  
  ******************** Executive Resolution Specialist
  Cox Communications, Southeast Region

• Initial Complaint

  Date:06/14/2023

  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.

  The problem is i am now in collections regarding my account with them. i went to acp the government sponsored thing for free internet and was pre approved. when i sent them an email to them there was no response....i am 65 and have been retired and on pills for 7 years....i moved to **************** in *********** and had my account moved there. after being there 21 days i was told the place was sold and i would need to move out asap...i moved into a hotel and put my account on hold for 3 months as i had free internet there....in september i extended the hold and they did not honor that. i had previously been to bbb for other things and that and my advanced age which some now call elder abuse is what i believe put me in this situation...

  

  Business Response

  Date: 06/14/2023

  We would like to thank the BBB for the opportunity to assist a valuable customer.  Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. 
  
  We have contacted the customer directly to address their concerns and are working to provide a successful resolution.
  
  It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.
  
  We appreciate the opportunity that the BBB has given to us to assist our customer. 
  

• Initial Complaint

  Date:06/12/2023

  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.

  Started account on 3/29/23 through 6/10/23.paid for it in full. On 6/10/23 service was stopped. Company had wrong apt number. So now they are saying apt B2 is locked because of other account before didnt pay their bill. Before they will unlock it I have to send a copy of my social security card. I dont have my card on hand for it was lost. But they do have the correct number. Had to use it to verify my account. How can they give *********** for 2 and a half months, billl us then turn it off and wont turn it back on unless I send a copy of my social security card. Sounds like they might be trying something fraudulent. Why else would they need a copy of the social security card. Ive gotten Internet many times and never was refused service because they needed a copy of my social security card.

  

  Business Response

  Date: 06/13/2023

  Thank you for the opportunity to address the customers account concerns.

  
  *** Executive Escalations team member reviewed the customers account and shared their findings with the customer on June 13, 2023. We found that due to a previous debt, a block had been placed on the account. We have since verified the customer's lease and identification and have released the account so that it can be serviced. For any further questions, the customer should contact our Specialist at the contact information provided. 

  
  Sincerely,
  *** Executive Escalations team

• Initial Complaint

  Date:06/05/2023

  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.

  My internet went down during a very important online test for the college I attend. As a result I may have very well failed this test. I know that this is not necessarily their fault but, I am not going to take responsibility for this as it was completely out of my control. I expect something to make up for this. I have worked very hard to study and get through this class only to fail due to the error of this company. This is not right. I should not fail because your connection dropped. But none the less I have.

  

  Business Response

  Date: 06/05/2023

  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 reviewed the customers complaint with our Executive Escalations Team, as of today our agent applied a credit to the account for the one day outage, we also reviewed the account for the poor experience and applied a onetime credit of $40.00 to the account as well, this credit was applied as an extreme courtesy understanding our customers concern, although under the terms of the agreement the customer has with *** the services are provided for entertainment purposes, although we understand that our customers use our services for more than the intended purposes for their privacy and comfortability we allow them to do so, as we respect their reasons for doing so,  we also ask that our customers take responsibility for actions that can result in them using our service for more than the intended purposes.

  we also ask that you please review the terms of use that is provided on our website for all customer that agree to them once our services are in use: via ***.com under; **************** Agreement | **********************

  It is always our goal to provide our customers with exemplary customer service. As a customer service-oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.
  
  We appreciate the opportunity that the BBB has given to us to assist our customer. 
  
  
  Executive Resolution Specialist
  Cox Communications

• Initial Complaint

  Date:06/02/2023

  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.

  Billed for one time charges and credits at $400 for a modem I did not request. I should only be billed for two cable boxes. If a modem was installed (this service is for my elderly Father who does not live with me) then a technician should come and retrieve the modem mistakenly provided, not ask the customer to return it. I should be billed for two cable boxes and cable service. My Father has limited mobility, vision and hearing. He cannot bring a modem box he did not request to the nearest *** Cable, nor should he be asked to. I did not request wifi for him nor does he know how to use it.

  

  Business Response

  Date: 06/26/2023

  ***** Executive Escalations SE Team submits the following response to this complaint.
  
  We would first like to apologize to our customer for the negative experience that she has encountered, and for any inconvenience that she has experienced as a result.
  
  A *** Executive Customer Resolution Specialist reviewed our customer's *** account. The account records show internet service was set up but disconnected shortly after. Our agent reached out to **************** via phone and email to set up a time that a tech could go out and retrieve the equipment mentioned in the complaint.
  We havent heard back yet on what the best time would be for that tech to stop by but remain available to the customer to set that appointment up.
  
  
  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 SE

• Initial Complaint

  Date:05/09/2023

  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.

  We have been trying to cancel our services since April 26, 2023 and because we don't remember the pin#/ don't think one was ever provided to us, they are refusing to stop charging **. We found a much cheaper better quality internet service and don't want to pay for 2 companies.

  

  Business Response

  Date: 05/11/2023

  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. alternatively, the customer can visit a *** retail location and they can verify him with his I.D. rather than needing the PIN.
  
  Thank you for your time and consideration.
  

• Initial Complaint

  Date:05/02/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** Customer Account # - ****************** I contacted customer support regarding my bill that was $29.99 and now is $59.99. When I first signed up for service a year ago, I was told that when this 12 month period ended, to contact *** for additional offers. I attempted to contact *** customer service on 4-30-23 at 4:30 pm. I was taunted by the representative who I was transferred to until 7:02 pm. The prior representative said another department could better assist and I was transferred. The second representative was very unprofessional and could not comprehend or was taunting me for 2.5 hours and had no intention to assist. I copied and pasted the entire text chat and attached the document for your review.

  

  Business Response

  Date: 05/02/2023

  ***** Executive Escalations SE 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 are currently discounts on the account that was added on 4/29/23 and will expire on 4/28/24 due to previous promotions expiring.  At this time the customer does have the lowest rate available.  We do apologize for any inconvenience or misunderstanding as we can not guarantee the same discounts added will still be available after expiring. 
  
  
  We would like to thank our customer for being a valued *** subscriber.  We would also like to thank the BBB for affording ** the opportunity to respond to our customers complaint.
  
  
  Respectfully submitted,
  
  
  *** Executive Escalations SE

• Initial Complaint

  Date:04/20/2023

  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.

  Internet is not working and we have had a few people from *** come out and the cable from the box to the condo needs to be replaced. According to all the Residential reps from *** someone from the Construction team needs to handle this call. We specifically called in on 4/18/23 and scheduled the appointment for today 4/20/23 and specifically said we needed someone from Construction and of course *** sent a Residential rep out. I want to speak with someone who know WHAT THEY ARE TALKING ABOUT!!! I am done, we are currently paying for internet that ***** AND IS NOT WORKING!!! It should not take 5-6 different people to come out to get something fixed!!! TRAINING, TRAINING , TRAININING!!!!!

  

  Business Response

  Date: 04/24/2023

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

• Initial Complaint

  Date:04/20/2023

  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 canceled *** home life and returned the equipment to a local *** store. The line at the store was long so the employee at the door took my phone number and said she would process the return equipment. That return was never recorded and *** has since sent me to collections for failure to return equipment. Ive called multiple times and stated that I do not have the equipment to return. Not only am I being sent for the homelife equipment, but every piece of equipment Ive ever had in the past 5 years are listed on the collections account. They know and have proof that *** returned all other equipment besides the homelife which they lost. This is a bad business practice to someone who was a loyal customer for so many years.

  

  Business Response

  Date: 04/26/2023

  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:04/18/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had Cox Communications unlimited internet for 2 years and now they sent me this text message saying I used 75 percent of my internet in just 1 week. I never heard of this before. I just paid them ***** a week ago and last year they doubled their price of internet.

  

  Business Response

  Date: 04/19/2023

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