Complaints

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

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  Cox Communications

  2121 Airline Drive Metairie, LA 70001

  
• 

  Cox Communications

  150 E Wilcox Dr Sierra Vista, AZ 85635-2524

• 

  Cox Communications

  1440 E 15th St Tucson, AZ 85719-6400

• 

  Cox Communications

  519 Nw 23rd Oklahoma City, OK 73103

• 

  Cox Communications

  217 S Macarthur Blvd Oklahoma City, OK 73128

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

• Initial Complaint

  Date:03/08/2023

  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 wife and I recently called *** and requested a reduction of our monthly bill. We made it clear that this was the only thing we wanted to discuss. We were promised a reduction of our monthly fee to $272. ((From about $324 ) After long conversations with two different employees, during which we repeatedly declined offers of new services and/or products that would. Increase our charges.A day or two later. We began receiving confusing and contradictory email confirming our order. In truth we had not ordered anything. One of those email confirmed that our monthly fee going forward would be $272. A few days later we received a modem with instructions to install it and return the old one within 10 days or we would be charged an additional fee. We followed those instructions. We are not comfortable with new technology but we assumed this was some sort of necessary upgrade. I have Parkinsons disease and I also have physical limitations caused by a stroke I suffered almost two years ago.We contacted *** and were told for the first time that installing the new modem would cost us an additional $179 per month going forward. We reminded *** that this was not our agreement and made it clear that *** was not authorized to addd this charge to our monthly credit card bill, which is our usual manner of payment.As I explained to *** my wife and I have both been retired for several years and we live on fixed incomes. We want continued services at the new monthly charge that *** promised. *** is welcome to send a service person to retrieve the modem and re-install the old one.

  

  Business Response

  Date: 03/14/2023

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

  
  Executive Resolution Specialist
  Cox Communications, Southeast Region

• Initial Complaint

  Date:03/06/2023

  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.

  Spoke with *** regarding setting a payment arrangement. I have been a customer since 2019. They advised because I had a scheduled CC payment that didnt process it counted as a returned payment and a fee was charged. There was no actual payment made to be returned. No cost incurred by the business, since nothing was processed, but yet fees billed to me. Why? Cause they can? Then use this as an excuse to not allow an arrangement. They did state they would set an arrangement if good faith payment made. Was not able to make it at that time and was going to call back. After disconnecting with *** I received an email stating my payment date was set for my full balance to be paid by 3/14 and looking on my account now shows the same. I thought based on this information they set the arrangement as a courtesy. Why else would they send an actual email stating this? I was wrong and they disconnected my services. Understandably I will need to pay but again they get to bill me a discon/recon fee even though they sent me an email stating I had a payment arrangement in effect. They are misleading customers so they can collect fees. I work for a utility company. We would be fined by the public service commission if we did this to one of our customers and forced to probide credits. This doesnt even go into the many times there are outages but we still get to pay for that time as well.

  

  Business Response

  Date: 03/09/2023

  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 had our Executive Resolution Specialist review the account, after looking over the account we see that on 02-13-2023 the customer made a one-time draft payment as a promise to pay via ***.com for 02-24-2023, that didn't process, when a payment does not process the customer will be charged a return payment fee regardless of the way in which it was process in the system, we apologize for the misunderstanding and after reviewing the account as a courtesy we have issued a one-time $25.00 credit for the return payment fee.

  As for the reconnect fees, these are also charged when the customer doesn't make a payment in time before the account is soft-disconnected, this doesn't take place until after the customer either fails to make a payment on time before the next bill generates or the payment is returned.

  the best way to avoid these fees in the future is to make payments on time, when that is not possible, which we understand can be the case we ask that the customer calls and make arrangements with us, but they must keep those arrangements to avoid additional fees. in the future. 

  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:02/28/2023

  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.

  Called on 2/27 to change the date of my autopay because it is inconsistent. The woman I spoke with would not transfer me to billing but told me to call back in a month.l and then try to contact billing. When I asked her why. Couldnt be transferred now she acted like she was going to transfer me and then hung up. This was my second transfer after being on the phone with them 15 minutes. If it was outside of her control she could have easily transferred me. My issue is now still unresolved and I have very little time to sit on the phone with them to begin with. I want someone to actually help me instead of lying to get me off the phone.

  

  Business Response

  Date: 03/01/2023

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

• Initial Complaint

  Date:02/27/2023

  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 been a *** Cable customer for many years. Every year when my annual contract nears completion I call the *** Cable Loyalty number ************** and speak to a representative about my contract for the upcoming year. This year I called on 1-17-2023 and spoke with a rep named ********. She offered me a 2 year contract (something new for ***, in the past they only had one year contracts) at $194.99 per month, effective immediately, and I accepted. My January bill from *** was $252.21. I called the Loyalty number on 2-22-2023 and spoke with a rep named ******. After a long time on hold he said that the 1-17-2023 work order had not been submitted and the best he could do was $198.91 per month starting 2-22-2023. I accepted that with reservations since it was not my fault that the 1-17-2023 work order was not submitted. I want *** to honor the 1-17-2023 agreement and make adjustments accordingly.********************* *** Account # ******************

  

  Business Response

  Date: 03/02/2023

  
  ***** 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 has encountered, and for any inconvenience that he has experienced as a result.
  
  A *** Executive Customer Resolution Specialist reviewed our customer's *** account.  During review, the Resolution Specialist was able to re-work the discounts on our customers account.
  In doing this we were able to lower the bill to $193.22. the discounts on the account are for a 24moth period. We do have to mention that the customer isnt on a Service agreement so it is possible that the customer will see a slight increase at the 12mo **** unless he would like to add one.
  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:02/22/2023

  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 issue is with Cox Communications. My initial problem is that several channels (I pay for) have bad signals (my words) and as a result locks up my television for 20 minutes to as long as 5 hours. I first called *** on Jan. 27. I have had several "field technicians" (because I continued to call because the problem still existed), including a field supervisor 3 times, out to resolve the issue. They could not fix the problem. The field supervisor told me it was a "network" issue (i.e. the lines/signals coming into the area).My bigger problem is the lack of availability to talk to a *** representative that can outline the problem and tell me when I can expect normal (paid for) services. I have talked to 5 supervisor level people in the call-in number (complaints). The 1st 4 told me the same stories, I have a ticket, it has been escalated, and that the person in charge of fixing the problem will contact you within 48 hours. Of course that call never came. The 5th complaint supervisor told me I would never receive a call back until *** has fixed the problem. He also said that "network" does not return calls. He informed me there is no one I can talk to to understand the total problem or when it would be fixed (if ever). The bottom line is *** does not have a system for consumers to talk to anyone past the complaint department.*** must clearly understand that they have an area problem. They should have enough respect (and decency since they have a monopoly cable contract) to their consumers to inform them of the problem, what is being done, and when to expect resolution. Not send them on a designed endless loop on their communication lines.What I am looking for is someone from *** to call me and tell me when I can expect a fix (if possible). I would also appreciate an apology from *** for having 4 supervisors (who were very polite on the phone) purposely deceive me.

  

  Business Response

  Date: 02/23/2023

  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 ********************* 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:02/15/2023

  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.

  At the end of December or the beginning of January, I was eligible for a modem upgrade. I contacted *** via chat to get the upgrade and they also put an order in for new boxes, even though I didn't ask for them.I asked for the exact same package I already had, plus more data. Prior to getting the upgrade I contacted *** to renew my promotional discounts in November or December. The new monthly price was supposed to be around 210 or 220 for 2 years. However, in January I received an email saying that my promotions were expiring. I called again and they said the had no documentation that I had called to set up new promos.Fast forward to me going to the *** store to pick up the modem and new boxes, I discover instead of increasing my data they increased my speed. I get home with the boxes and I also discovered its these small weird Contour boxes, I didn't ask for those either. The boxes have been nothing but a pain since getting them. Constantly freezing, turning off, and rebooting by themselves. I mean multiple times a day. The tv in the den that I rarely watch and have had for less than a year, started getting these weird lines and distortion after I installed the new box.My internet speed slowed down so I called again, only to find out instead of giving me more data and putting my speed back, they reduced it. I eventually removed the extra data package because I wasn't using it.So, now I have exactly the same package but my bill has increased 50 dollars. I have been with *** for over 20 years, and while their service has never been A plus, the recent service they have provided has been down right shameful. Account Number: ******************************************************************************** **************

  

  Business Response

  Date: 02/27/2023

  ***** 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 the customer was under a price lock guarantee with a two-year service agreement. The agreement expired as of 12/28/22 which at that time the customer rate was no longer protected nor under contract and subject to increase.  On page 3 of 6 on the December 2022 bill statement the customer was notified of rate changes that would have impacted January statement and new amount.  The account currently does not have the price lock guarantee but can be added back if the customer would like to.  Our specialist haven attempted to contact the customer with no answer and left a message, but the customer can also feel free to contact technical support to make the changes if needed as well. 
  
  
  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:02/14/2023

  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.

  I had this same problem for over 2 weeks last time about 2 months ago. Almost no service so slow. Lost training yesterday due to it. Unplugged reset still lousy service. So pathetic. Why they cannot maintain a decent speed when I am paying for fastest service is beyond me. Over hundred dollars a month for this.

  

  Business Response

  Date: 02/15/2023

  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 ** to assist our customer. 
  
  
  Executive Resolution Specialist
  Cox Communications

• Initial Complaint

  Date:02/14/2023

  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.

  Cox internet service continuously down. They promised a credit of 129.70 on Jan 12, but then told me they would not provide it.

  

  Business Response

  Date: 02/27/2023

  Cox's
  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
  Cox Executive Customer Resolution Specialist reviewed our customer's Cox account.  Noe of the chat logs
  we can locate mention a credit or adjustment in the amount of $129.70.
  If it is
  possible for the customer to provide the screenshots of that chat conversation,
  we would be more than happy to review and re-assess.
  
  
  We
  would like to thank our customer for being a valued Cox subscriber.  We
  would also like to thank the BBB for affording us the opportunity to respond to
  our customer’s complaint.
  
  
  Respectfully
  submitted,
  
  
  Cox
  Executive Escalations SE
  
  
  

  Customer Answer

  Date: 02/28/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19396905, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  I provided the company the chat transcript and they admitted in a chat prior to the complaint that they saw the credit chat but would not offer the credit they promised. I have attached the chat transcript they promised the credit. This company is simply providing false information 
  
  
  
  Regards,
  
  
  
  ******* ********
  
  
  
   
  

  

  Business Response

  Date: 03/02/2023

  Cox's
  Executive Escalations SE Team submits the following response.
  
  We
  would like to thank our
  customer for the attaching the information to help resolve the issue.
  
  A
  Cox Executive Customer Resolution Specialist reviewed the provided information and added
  an additional adjustment of $85.76. with the previously added credit of $43.24,
  the total credited is $129.
  
  We
  would like to thank our customer for being a valued Cox subscriber.  We
  would also like to thank the BBB for affording us the opportunity to respond to
  our customer’s complaint.
  
  
  Respectfully
  submitted,
  
  
  Cox
  Executive Escalations SE

  Customer Answer

  Date: 03/03/2023

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19396905, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* ********

• Initial Complaint

  Date:02/13/2023

  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 bought a property with a *** line on it. It is hanging dangerously low and part of the line is completely down. I have tried for two years to get them out to remove it so that we can have work done. They have given me ticket numbers and when I call to check they tell me they are invalid. They gave me one ticket that they marked as complete and noted they saw no down lines. I was waiting on the property the entire window of time they gave me for the technician to show up and no one ever came. Ive had two tickets just in the last two months that have turned up to be invalid, one of which was supposed to be from their corporate office and prioritized. I once again waited on the property from 8am-noon and no one ever showed up. I called and was told it was pending, then called again and was told the ticket number was invalid.

  

  Business Response

  Date: 02/15/2023

  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 ********************* 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:02/06/2023

  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.

  *** does not provide the service we payed for. We got Fiber internet about 3-4 months ago, speed bad, always outages (thats what they say). We call them many times and complained about how bad internet is. Technician was supposed to come and change the modem yesterday, instead he called me drunk and said he will not show **. In the ticket he put the nobody was home.... Lier and drunk! Today support sent another technician, and they just canceled on us....So why am i paying for the product that I don't get? Internet is always jumping up and down, how I can work?!?!?!I want a refund for 4 months.

  

  Business Response

  Date: 02/06/2023

  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. 
  

  An Executive Resolution Specialist reviewed ********************************************* account and records indicate we have contacted the customer directly to address their concerns. A service appointment was completed today February 6th to replace the *** provided internet modem. The representative assisting ************************** over the phone provided a service credit. The service credit ************************** received today as well as other credits received this month is equal to receiving one free month of services.
  
  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