Complaints
This profile includes complaints for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 318 total complaints in the last 3 years.
- 110 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/20/2025
Type: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 contracted with Cox Communications last year for **** services only at a monthly rate of $49.99 for 500mbps. I paid this rate every month on time despite frequent service interruptions. Today, I was sent an email saying my new monthly rate would be $105.00 per month for the same service--a more than 100% rate hike without warning for the same services. I contacted *** to try and negotiate a better rate, as *** is the only service provider in our area. I was disconnected from their Retention Team multiple times in a clear effort to discourage renegotiation. After an hour of effort, I did speak to an agent who offered me $90 per month for the same 500mbps. I explained that this is not acceptable, as it's still nearly double and price-gouging due to no other service options in this neighborhood. The agent said they could not offer any other solution, so I accepted the $90 rate. Then, once I accepted, the agent said a "computer error" would not allow him to make the change at all. This is clearly both price gouging, and a bad-faith effort to scam customers. *** does not have robust competition in our area, is is doubling rates for the same services because it holds a monopoly. I am requesting assistance getting this rate brought back down to something reasonable.
Business Response
Date: 02/24/2025
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, **************Initial Complaint
Date:02/18/2025
Type: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 Mar 28, 2024 I was guaranteed a 2yr rate for services (bundled internet, land-line phone &cable TV) at $223.55 by *** Rep ********* ("promotional" rate to expire Mar 2026. I just received an email from *** stating my next payment due March 1, 2025 is RAISED to $261.20. I have contacted *** by phone and spoke to Representative "***" who advised me (even after I stated my rate was guaranteed until Mar 2026 via a conversation with ******* on Mar 28, 2024) that my promotional rate had expired in spite of my providing specific info to the contrary. *** kept repeating the same thing over and over again (and repeatedly apologized for my inconvenience - Gag me) and did not offer anything via a satisfactory solution. I asked to speak to a supervisor, and after putting me on hold, then returned and advised no supervisors were available. (What a surprise !) Conversation with *** was ended. I next called *** again and specifically requested to speak to the "Retention ****** I was connected to ******** in the "Loyalty/Retention ****** who (after I had reiterated everything I had told "***") repeated almost verbatim, over and over again, what *** had said - in spite of the detailed explanation I gave her - and offered no solution in spite of ***** specific guarantee, which I continued to explain in detail. *** has clearly engaged in the classic "bait-and-switch" consumers are unfortunately subjected to; and I am now a consumer victim of ***** unfair and unlawful practices. I addition to lodging this complaint I am planning on following up with a complaint to the ********************************************** (thru **** ********) and with the federal agency, ***. Public utilities should not be allowed to abuse their licenses by abusing consumers with such abusive and illegal practices. Thank you for providing a forum thru which I, as a consumer, can report such despicable practices.Business Response
Date: 02/20/2025
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
We have reached out to our customer to address their concerns, however, our attempts to reach them have been unsuccessful. Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution.
Thank you for your time and considerationCustomer Answer
Date: 02/21/2025
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.
The company's response is a lie. *** has not reached out to me at all since I filed my complaint. Why am I not surprised that *** would lie to the BBB ?
Regards,
******* *******
Business Response
Date: 02/21/2025
We would like to extend our gratitude to the BBB for the opportunity to assist a valued customer.
Please allow me to 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 back out to ******* ******* today after the BBB response back to address the customer's concerns multiple times. Our Executive Escalation Specialist attempted to contact Mr. ******* on February 18, 20, and 21, 2025, via phone calls to the number ending in 0061, leaving a voicemail on each occasion. Additionally, an email was sent directly to ******************** Unfortunately, our efforts to reach Mr. ******* have been unsuccessful. We encourage Mr. ******* to contact our support line which is open 24 hours. *************.
Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution.
Thank you for your time and consideration.Customer Answer
Date: 02/21/2025
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.
Unfortunately, *** continues to lie about trying to contact me by phone and email. I have received no phone calls or voice mail messages from *** as stated in their second response. Also, I have not received any emails from *** since I filed my complaint with BBB. Perhaps, *** could send you a copy of the alleged email they claim they sent to me and then (even if somehow I am not getting the email *** contends it sent) I will then have it after you forward it to me and can review the phantom email *** contends it sent. Moreover, in order to facilitate moving forward with this process, I will contact ***** "support line" (which is, in fact ***** billing phone number) as requested by ***.
Regards,
******* *******
Initial Complaint
Date:02/17/2025
Type: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 received a statement for an outrageously increased amount of $450.28, which represents a $145.40 increase over the previous statement, after a #$13.92 increase the prior month. The explanation given was that "the promotional period expired." I did not apply for, agree to or authorize any kind of promotion. I wish to file a complaint against Cox Communications for unfair business practices and to have the billing for the statement dated February 12, 2025 adjusted. I am withholding payment for this statement until I receive satisfaction from Cox Communications.Business Response
Date: 02/19/2025
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 was able to assist with lowering monthly rate.
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:02/17/2025
Type: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.
Cox Communications charging me, three hundred dollars for a cellphone they had marked down in the amount of $ *****, the sales associate sold me the phone for the $***** and a month later *** is saying I owe them $ ****** dollars for the phone after I purchased it for the $ *****, every month I make a payment for my **** Internet for $ ***** and the monthly payment for airtime of $ ***** for the phone Cox Communications apply the payments somewhere else because the company disconnected the **** Internet and the cellular phone service. I have the phone at home Cox Communications wants me to give them the $ ****** for the phone and they say they will turn my phone and Internet back on. The phone was on sale for $ ***** I do not owe Cox Communications $******.Business Response
Date: 02/19/2025
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
We have reached out to our customer to address their concerns, however, our attempts to reach them have been unsuccessful. Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution.
Thank you for your time and consideration.
******** *.
Executive Resolution Specialist
Cox Communications, **************Initial Complaint
Date:02/13/2025
Type: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.
*** ALLOWED SOMEONE TO OPEN AN ACCOUNT IN MY NAME USING MY SOCIAL SECURITY NUMBER. I HAVE BEEN TRYING TO GET THIS CORRECTED FOR OVER 3 MONTHS. I NOW HAVE A COLLECTION ACCOUNT THAT IS DESTROYING MY CREDIT. I HAVE TRIED SEVERAL TIMES TO RESOLVE THIS ISSUE WITH THE COMPANY AND HAVE GOTTEN ZERO HELP.Business Response
Date: 02/13/2025
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 February 12, 2025, and have provided a resolution for the concerns brought up in your complaint.If you have any questions or concerns regarding your account, please contact our *************************** at **************.Best Regards,*** West Region ----------------------------------------------------------------------------------------The Executive Escalations TeamInitial Complaint
Date:02/12/2025
Type: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.
Outages:2/12/25 30 mins to present 2/12/25 5 hours 2/10/25 12 hours 2/6/25 3 hours I missed hundreds of dollars on my work at home business due to this! On 2/12/25 Shahzan said she could only give $7, how is this gonna help? Bend a customer off and on for over 20 years! This needs to be looked into further.Business Response
Date: 02/26/2025
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:02/12/2025
Type: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.
We selected *** Business as our internet provider last year for our church. Initially, when I signed up, I spoke with someone over the phone and inquired about the service and specifically informed them that I did not want to sign a contract for the service. Since then, our service at the church with *** has been horrible. The internet does not stay up for live streaming, the service continues to buffer on all platforms, the security cameras are not working because the signal is so bad in the area and the computers move super slow. I called and someone walked me through doing a connection speed and reboot several times that did not fix the issue. I called and requested to cancel service, but was told that I would be charge a $600 cancellation due to a contract. I did not sign a contract for this order. I asked 2 of the people for a digital certificate to validate my signature. They were not able to provide this to me. My signature is no where on the agreement that they sent me. While speaking with ***** *******, he advised me to have a tech come out to check the services to see if it was the *** equipment. If it was the *** equipment, he informed me that we would be able to cancel the service. The tech came out on 2/10/25 and confirmed the equipment was causing the issue. He stated that they would probably send someone out to pick the equipment up from our church. We no longer desire to have *** service. It is not functioning and providing us with the level of performance that we were told we would have. The most recent person I spoke with, ***** ******* gave me the run around on the phone and escalated the issue to a supervisor. I do not wish to have the service troubleshoot any further. I want it cancelled. We are paying for something that does not work at all.Business Response
Date: 02/14/2025
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
We have reached out to our customer to address their concerns, however, our attempts to reach them have been unsuccessful. Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution.
Thank you for your time and consideration.******* *.
Executive Resolutions Specialist
*** Business
Customer Answer
Date: 02/17/2025
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.
Someone who I had initially been filing the complaint with reached out to me to discuss and left a VM. I called back but no answer. I would love a call back to speak with someone regarding the issue. I emailed the guy who initially was helping with our situation and he has no longer responded to this matter. Per his supervisor, or whomever he escalated the issue to, he was providing me with the wrong information. I am open to having them reach out to me to discuss.
Regards,
***** ******
Business Response
Date: 03/03/2025
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 Resolutions Specialist
*** Business
Customer Answer
Date: 03/26/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22928434, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Complaint ID: 22928434 Unfortunately, the previous response from you all went to my junk mail. I did speak with Cox and the rep agreed to wipe all the charges out. However, I received a bill yesterday with new charges that should not be charged to me. Can this complaint be reopened until the issue is completely resolved?
Sent from ***** ****** ************************************
Business Response
Date: 03/26/2025
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 Business
Customer Answer
Date: 03/28/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22928434, and find that this resolution is satisfactory to me.
Regards,
***** ******Initial Complaint
Date:02/11/2025
Type: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 continue to have on-going issues with spotty interne ,off and on internet.I have been working with Mr. **** from corporate. They claim that the issue is outside and they are working on it .In the mean time the bill continues to grow and my service was disconnected as a result of the matter. I have had numerous techs come to try and figure out the issue. This is very frustrating, it interrupts my daily work schedule .One minute I am connected to the internet then I am not.Business Response
Date: 02/28/2025
Dear BBB,
Cox Communications (***) responds to BBB complaint ID # ******** filed with your office on February 10, 2025.*** apologizes for the service issues that our customer continues to experience. A ******************** team member has been in contact with our customer, and our maintenance team continues to work to isolate the source of her issue.
The team member will continue to provide our customer with updates on the progress of our maintenance team. We provided our customer with our team members direct contact should she need to contact him in the meantime.
Sincerely,
The *** ******************** TeamInitial Complaint
Date:02/11/2025
Type: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 contacted *** on Monday, February 10, 2025 and I had an issue with my Internet. The representative said that they were doing sometroubleshooting issues and asked me if I need and asked me if I wanted to update my services which will make my Internet, go faster. They said that it will be $30 extra a month and this would help with the slow slow Internet they added the plan and was about to get me off the chat, but I told him that the Internet was still not working so thats when they told me they need to get a technician out but it be 75 extra dollars because I did not have the complete care package I told him that they came out last year to check an outage and the complete care package was on my plan so I told them that it is onthere to look it up. They couldnt find it and so I told him I just want the new service removed. He said he couldnt do that had to send me over to resolution resolutions they couldnt put my old plan on and kept telling me that they wanted to add more service on my account and I told them no I just want the old plan but they couldnt help me and theres nothing they can do. I just want my old plan back on the account plus the complete care that shouldve never been removeBusiness Response
Date: 02/14/2025
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, **************Initial Complaint
Date:02/11/2025
Type: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.
got my new bill it went from $210.06 to $241.71 so i had 2 things remove from my account 5.00 dollars each she said my account will go down ***** dollars no it didn't it went from $241.71 to $239.21 5 times now im calling in about asking for a supervisor and refused each time **** shame all these year i have been as customer even had one rep. saying she couldn't hear me and they provide me my phone service its a JOKE.Business Response
Date: 02/11/2025
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 *****, 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.Customer Answer
Date: 02/11/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***** *****
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