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

  1009 Airport St. Gainesville, GA 30501

• 

  Cox Communications

  6033 E 34th St Tucson, AZ 85711-6903

• 

  Cox Communications

  1421 24th Ave NW Norman, OK 73069

• 

  Cox Communications

  PO Box 740367 Atlanta, GA 30374-0367

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

• Initial Complaint

  Date:09/20/2022

  Type:Product 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 14, 2022 at 6:00 AM I tried to access my e-mails with my User ID and password which I have been using for 6 years. But *** cable posted a message that "An invalid User ID or Password was entered. Please try again." I did not change either the user ID nor my Password. I called *** number ********** to get this problem solved. The person suggested that I change my password and we tried. But the new password did not work, nor did the few changes tried by the *** employee. I had to leave for a doctor's ************* tried again with *** to change the password a second time and it also did not open my e-mails. The employee spend an immense time trying one solution or another and nothing worked. I gave up. So later I tried a third time with another password change which did not work either after long amount of time. But the employee told me that there was a large problem with the *** e-mails that day. It is now four days that I could not receive my e-mails. I cannot understand why after three tries *** could do something to fix the problem. Fixing a password or a User ID should be a a routine repair instead of a four day horror. It is impossible to communicate with *** with long waits and no assistance, only offers of *** services that nobody wants.I want *** to fix the problem they caused and I do not want to be gouged for money when they play the "Blame the victim routine." I need my e-mail back and it should not take 4 days. Can the BBB fix this problem?

  

  Business Response

  Date: 10/03/2022

  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 customer's account, it showed that as off 09-27-2022 the customer's email password was successfully reset and a login was successful, 
  
  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.

  based on a review of the situation this was a special issue requiring the assistance of another team in our level  2 support for internet and email without sharing too much of our customer information over this platform , please know when these issue occur our customer can contact  our support team for email at, phone number ************. 

   if the problem persist please call the number provided.  

  
  We appreciate the opportunity that the BBB has given to us to assist our customer.

• Initial Complaint

  Date:09/19/2022

  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 recently purchased a new build home, and since about a month into living there until now (approximately 7 months at this point) I have had continuous internet issues, hindering my ability to work and to enjoy my time off of work. I have contacted Cox numerous times, and though they have been able to resolve the issue temporarily one time, they have wasted an incredible amount of my time making me go through the same steps, taking off of work to meet with technicians to check my equipment even though it has never been the issue, and then all they do is “make a note” that someone needs to come check the main line. This has only happened the one time that the issue was resolved. The issues have affected my work, making it impossible for me to do any work from home and forcing me to go into the office, and making it impossible for me to even stream while at home. I am constantly calling or chatting to try to resolve the issue and always I have to set up a personal tech appointment and they never fix the main line. It’s an issue that goes throughout my neighborhood, further proving that it is a main line issue, but they still haven’t fixed it. I pay way too much to them every month and I even pay for additional support, hoping I would actually get the service I should, and still no. I am tired of wasting all of my time and they do nothing. This is unacceptable

  

  Business Response

  Date: 09/21/2022

  
  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

  Customer Answer

  Date: 09/21/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18042444, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  i was indeed finally contacted and promised that I would hear from the local crew that afternoon or the next morning. I did not. Nor the next day. To this minute I have not been contacted by that crew. Instead, I logged into my neighborhood app and found that they contacted a neighbor to see if there even was a problem. So I guess they planned to ignore it if he said no? Disgusting. Y’all have wasted so much of my time, my billable time at work, and the single month credit is unacceptable now. Oh and here is further proof that there is an issue that has been ongoing and yet to be resolved. 
  
  
  
  
  Regards,
  
  
  
  ***** *******
  
  
  
   

  
  

  

  Business Response

  Date: 09/26/2022

  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 account and ensured Cox field support crews have made repairs. On 9/20 - 9/21 our field tech ran a continuous ping plotter to test network stability. On 9/22 our field tech was able to identify and locate the cause of bad signal. The tech then ran multiple test to ensure the connections speeds were good and no packet loss occurred. An executive escalation specialist left Ms* ******* * voicemail on 9/23 to verify if their has been an improvement to service or if additional support is needed to call back at 844-203-0026.
   
  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:09/14/2022

  Type:Sales and Advertising 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.

  In around the the first week of August 2022, I moved to a new home and had *** cable installed. The initial package that I chose never worked out. Once of the receivers serial numbers was incorrect and never worked. I returned it. Soon afterwards, we began having cable interruptions and dropped the cable but kept the internet. Then the internet stopped working and it took 7 calls before I ended up having to pay $225.00 for a modem since *** cable's had failed. I want internet service but will never pay a company for services that were not adequately rendered. Even today, I am unable to contact *** customer service as it is ******* yet, their customer service states that it is after hours and that I will need to call back. When??? This is insane. Any they want $450.00 from it!!!

  

  Business Response

  Date: 09/20/2022

  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 accounts and ensured the request to have the charges removed have been fulfilled. The customer was being charged for the unreturned equipment, and once the equipment was returned on 09/16/22, the charges were reversed. We also verified the monthly rate is based on internet only. We applied an adjustment for the amount of time without the services today, which will reflect on the next bill the customer will receive.

  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:09/13/2022

  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.

  *** came last week to bury a cable they installed and hit our water line, twice. They guy who did it said they fixed it and left. We then realized our water pressure was gone and barely had any water coming out. When we went out to go look, our water line is exposed and there is water pooling around it. I called *** and they gave me about four different answers and disconnecting me twice before telling me that they would send someone the next day. Then they never showed up. I was told that appointment was cancelled. They finally sent someone out three days later, but he had no idea what was going on and told me he couldnt fix it. That we would have to wait for our damage claim to be reviewed and they would send someone out. *** also told me they would remove the installation fee of $100 off my bill and they still havent done that yet either. I have no water, I am sick of trying to call these people and honestly dont know what I am going to do.

  

  Business Response

  Date: 09/28/2022

  ***** 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 They have encountered,and for any inconvenience that They have experienced as a result.
  
  A *** Executive Customer Resolution Specialist reviewed our customer's *** account.  The account records show that the Contractor responsible for the damage is reporting that they have made contact and resolved the matter. We have also credited the install fee per the customer request.
  
  
  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:09/13/2022

  Type:Product 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.

  Moved into a new location with no infrastructure not made known at time. Since early April have been trying to get *** to get internet. Get internet but they have left 2 cable wires sitting on top of my lawn. Have repeatedly asked them to do something but as of today still not done. 2 different neighbors have since moved in, their cables got buried. *** keeps sending workers to my residence but no one is doing anything. Last call made to *** was Friday 9/09 and they send a tech out to take pictures? Told *** specifically my call to them was for burial of the lines. Please help me get results.

  

  Business Response

  Date: 09/22/2022

  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 customer's complaint with our field team this morning, we sent  someone to the location that has verified this morning the bury drop work was completed, 

  
  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:09/09/2022

  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.

  9 days with unreliable internet and cable. Started August 30th. Still not resolved and *** refuses to send out a technician.

  

  Business Response

  Date: 10/17/2022

  ***** 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.  At this time, we have made several attempts to reach out to our customer to verify if further assistance is needed.
  We have left a voicemail with our agents contact information. We were able to reach someone on the number provided about today. Unfortunately, who ever was on the other end disconnected the call.
  
  
  
  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:08/23/2022

  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.

  *** ask me every month to enroll in automatic payment or go paperless, and I said no. They withdrew my money last month and this month. When I informed them that I wanted it reverse that had the audacity to ask for proof. I sent a screen shot last month to the email they sent me. They not only did not reverse the payment they dead a** just did it again. If I cant pay on time and they cant wait a few days when I can disrupt the services, not take from my account

  

  Business Response

  Date: 08/30/2022

  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. After reviewing the account, the balance has been paid by the customer and the customer has been removed from automatic payment. I also removed any Payment Methods and Credit Card information so this does not happen again. There was a $25.00 charge back fee from the payment being cancelled by the customer, however, as a courtesy for the problems this has caused, I have removed the fee. 

  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:08/22/2022

  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 walked in to the store because since Friday, the internet cable that connects my home to the main lines has been down. I work from home and in order to pay for **** extremely overpriced service I need the internet up and running as soon as possible. The internet is my familys livelihood. They were unable to send someone out as soon as possible and not only that but I was met with a sarcastic and unwelcoming employee. He even asked me if anyone in my family was dying, absolutely rude, zero customer service skills. Additionally, I explained to the employee that I have had service appointments over the last year asking them to review the connection to the home because it would often cut out. Its likely this cable has been improperly functioning or misconnected for months and it finally broke. Any business that doesnt listen to their customers knowledge of their home deserves to be placed under review. Im happy to pay hundreds elsewhere if it means never having to do business with *** ever again, this service provider makes me want to move out of *********** just to avoid them. I likely will. They have a monopoly over the city of gainesville and are happy to provide subpar service knowing customers chances of finding internet elsewhere are slim to none.

  

  Business Response

  Date: 08/23/2022

  ***** 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.

  After reviewing the account, the customer has disconnected the account as of August 20th. On August 20th, the customer became upset about the visit for a technician to service their home being scheduled for our first available appointment on August 21st, 8 am - 10 am. The customer demanded a technician come out immediately, however, that was not an option to have someone visit the customer's home on August 20th due to previously booked appointments with other customers. For this reason, the customer cancelled the entire account and was advised of the process of returning the equipment to prevent being charged for the rental equipment in the home. Prior to August 20th, the last appointment was completed on July 1st. We apologize to the customer for the experience with the representatives she spoke with, however, our appointment timeslots are based on pre-scheduled time slots, which we cannot cancel a pre-scheduled appointment when they were previously booked. The next available appointment to address the problems related to the customer's home service was within 24 hours of the request. 

   

  We would like to thank you for affording us the opportunity to respond to your concerns. We would also like to thank the BBB for affording us the opportunity to respond to our customers complaint. 

• Initial Complaint

  Date:08/15/2022

  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 wife and I both have tried to get internet service from *** and as you cam see from my pictures it says that our credit was checked and and there was no deposit, I waited for a confirmation to pick up the modem by email and never received one called *** just to told that we had to put a deposit in order to get services. After speaking to some name ******* she really didn't care what I had to say and basically brushed me off the phone as if I didn't matter. This is no way to conduct business with a new customer especially when customer's are the ones that pay your salary! *** needs to do something about this system because it doesn't work.

  

  Business Response

  Date: 08/15/2022

  ***** 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 shows ************ spoke with an Executive Customer Resolution Specialist August 11th in regards to the equipment deposit and was informed this was a valid one time charge. To reiterate new subscribers who credit rating is within a specific range are required to pay a one time equipment deposit. 
  
  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:08/15/2022

  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.

  While executing active duty pertinent change of station orders, I called Cox communications to cancel my internet services. Upon final payment, I asked the customer service representative if I had equipment to return. After checking his system, he informed me I had no equipment to return. Since this conversation, I have been contacted to return this equipment or pay 400 dollars. I called the *** customer service hotline and spoke to a supervisor who informed me there was no other way to avoid the charges besides to return the equipment or pay the 400 dollars, even though it was negligence on their customer service representative that provided false information, which repercussions I paid for. All of the conversations with this business were on recorded lines. The account for these transactions are under my name *********************************, and the account number is *************, and the service address was ***********************************************************.

  

  Business Response

  Date: 08/23/2022

  Dear *******************: 
  
  Cox Communications (***) is in receipt of your complaint filed through the Better Business Bureau. Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention. Doing so allows us to improve the quality of the service we provide to our customers. 
  Our Executive Escalation team member spoke with you regarding your *** account on August 18, 2022, we called you and have provided a resolution for the concerns brought ** in your complaint.  
  If you have any questions or concerns regarding your account, please contact our *************************** on **************.  
  
  Best Regards, 
  
  *** - ********** 
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team-