Business Profile

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Cox Communications

Complaints

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

Customer Complaints Summary

317 total complaints in the last 3 years.
110 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/02/2025
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 have had internet issues (affecting my phone, PC AND TV's) for MONTHS. I have contacted Cox on MANY occasions regarding these issues. They have been out here 2--3 times and probably tried to fix over the phone 5 times. They keep telling me it's my computer. That their signal is STRONG. I have contacted Geek Squad through Best Buy, 3 times regarding this. Each time they ASSURED me the problem was NOT my computer, but an internet issue. I keep getting kicked off my computer, or it takes so long to load a website if I can even get it to load. This is the 3rd complaint I've had to file against Cox for issues. It seems they're never resolved until I get BBB involved :(
Business Response
Date: 01/09/2025
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 reviewed the customer's complaint and determined the next course of action would be to schedule an in-home visit for additional support, the last schedule appointment was more then 35 days ago, this way our field technicians and address their concerns and provide a resolution.

Thank you for your time and consideration.

Executive Resolution Specialist
Cox Communications, Central Region
Customer Answer
Date: 01/10/2025
[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 22725937. This is NOT accurate! They have been out here twice in the very recent past and could NOT fix the problem. I have to wait around all day because they can never give me an accurate time as to when they will arrive. I don't have a whole day to wait waiting on Cox. I feel certain if they couldn't fix the problem the past two times, they can't fix it now! This is the LAST TIME I will allow them to come out. I feel like they obviously can't fix the problem and are just buying time! VERY unhappy with Cox! I really think I just need to find new service but I would like credits on my bill until this is resolved!

Regards,

******** ********
Initial Complaint
Date:12/23/2024
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.
On 10/26, I requested a Seasonal Hold for my account, as no one would be residing at the property during this time. I have an email confirming that I initiated this order on 10/26. During the process, I was instructed to call a specific number, which I did. I was assured that the hold would take effect that day or the next.On or around 12/10, I noticed my bill reflected the full service price instead of the Seasonal Hold rate of $13.00 per month. I contacted customer service on 12/10 at 5:14 PM PST. The representative I spoke with acknowledged the 12/26 order and confirmed that an internal error had occurred, as the hold had not been finalized. They assured me that the billing would be corrected retroactively to October 26th and that I should disregard an initial email that may have a wrong amount until billing was cleared up in a day or two.Despite this assurance, the follow-up email I received on December 10th indicated the hold would begin on 12/10not 10/26 as promised. Unfortunately, I didnt notice this discrepancy at the time.Recently, I received another email stating I had a past-due bill of $59.20. Finding this charge unusual, I initiated a chat session to resolve the issue. After three hours on the chat platform, I was informed that *** would only honor the hold starting December 10th, ignoring both the original October 26th request and the assurances I received during my December 10th call.I paid the bill under protest but want to express my frustration. While this issue is not primarily about the money, I am concerned about how this process impacts others, especially seniors like my 87-year-old mother-in-law, who might not notice such errors in their accounts.This experience raises serious questions about the reliability of the Seasonal Hold process and the transparency of the billing practices. This is why I am filing a formal complaint with the BBB to address these concerns and prevent similar issues from affecting other customers.
Business Response
Date: 12/24/2024
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 December 24, 2024 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,?

************************;
----------------------------------------------------------------------------------------?
The Executive Escalations Team?
Initial Complaint
Date:12/20/2024
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 recentlypaid my *** internet bill had a dispute my bill is 30 a month on a recorded line they got my bill 80 something a month when its 30 I paid 83 then I had a new bill 83 then they brought it to 50 I paid it now they gone back up
Business Response
Date: 12/23/2024
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.
Initial Complaint
Date:12/11/2024
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.
This is a new complaint. **************** had agreed to give me credits on eight separate occasions no credits were added to my account. I am now asking for three full months credit of Internet. **************** has lied to me eight separate occasions I have screenshots and nothing was added to my account at all. I had not had Internet and I had contacted customer service 8 to 10 times but only eight they offered credit
Business Response
Date: 12/17/2024
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.
Senior ************* Specialist
Executive Escalations Support Team
Customer Answer
Date: 12/17/2024
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.

Ive called them back 5 times and customer service will not resolve these issues. Im attempting to call headquarters as many times as it takes. If I need to leave messages with multiple people from their phone directory then I will.

Regards,

***** Platinum

Business Response
Date: 12/26/2024
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.

Our Senior ************* Specialist attempted to contact the customer to address their billing concerns but was unsuccessful at reaching the customer; however, we have verified that the customer received credit adjustments to their bill for recent service outages. At this time no further credit adjustments are warranted as the customer's service have not been impacted by service outages.

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 and deeply sorry we were unable to successfully resolve.

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

Senior ************* Specialist
Executive Escalations Support Team
Initial Complaint
Date:12/05/2024
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 was charged for unreturned equipment that I had returned. I have tried to get a refund many separate ways including going into my local store where they printed me the receipt I was told I needed in order to request my refund via Corporate, however, upon giving corporate *** the receipt #******* they said they required to process the refund/credit they make a new claim every time (including stating they already credited me), as well as offering me other credits for lower amounts but they cannot prove they ever refunded me the amount. I have bank statements and *** bill statements attesting to this and after much back and forth it is evident they are not operating in good faith. Bill periods in question: 5/10/24 - 6/9/2024 ( I do not dispute this bill, just for context); Bill period 6/10/24 - 7/9/2024 (this bill you can see the equipment charges are removed (which is odd because I never had that charge in the first place on a previous statements ie 5/10-6/9/24) and then re-added to my account, I paid this bill in full); all other bills after this have been my full amount and have not been credited. For additional context, *** has an arrangement with my former landlord (Preserve at *******, *************** *****************) where residents are to leave their equipment in the unit, this is why I was initially charged the $240.00 but upon going to the local *** store (******************************************************************** - they were aware of this arrangement) they printed me the receipt I needed to get the refund.
Business Response
Date: 12/10/2024
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 the unreturned equipment charge that was applied to the customer's *** account on May 11th, 2024, was revered on May 14th, 2024. The adjustment can be found on the Customer's billing statement issued on June 11th, 2024.

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
Executive Escalations Support Team
Initial Complaint
Date:12/04/2024
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.
There seems to be a constant issue with *** and there servers being overcrowded or losing connection I would not use *** check for better options first !
Business Response
Date: 12/05/2024
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 they have confirmed the issue has been successfully resolved.

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:12/02/2024
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 last bill was 83 dollars I paid 77 its 83 due of now November I feel I have been getting overcharged and they say they have done payment returns but never to my account Im on the phone with them now they negotiate 30 of my bill its 50 bucks but my bill its getting charged 80 plus dam near
Business Response
Date: 12/03/2024
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.
Initial Complaint
Date:11/27/2024
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.
Originally I had to connect my own internet because their technicians said they couldnt get on base. They also told me to cancel the service appt and reschedule. When you do that the appt becomes from free to $150 so the technician can make more money. Also the technicians have unethical practices on US military base. They intentionally unhook all cables to the BASE housing so they can get the $150 in which I hooked up myself back up and found this out. Speeding up 7 months down the road with my internet working a technician came to my neighborhood and did something. Now my internet constantly goes down for ***** mins. Im asking to be charge $75 plus $10 from the support even when their technicians did something in the neighborhood to mess up my internet. Ive served this country for 20 years and I come home to being scammed by a local internet company WOW! So much for everything Ive given. Now the support refuse to help me and want me to pay to get someone out here. Thats ridiculous when its their equipment thats not working. Theres nothing in the house not working. This was not a problem until their technician messed something up down the neighborhood.
Business Response
Date: 12/05/2024
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.

We have contacted the customer directly to address their concerns and are working to provide a successful resolution.

It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.

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

Senior ************* Specialist
Executive Escalations Support Team
Initial Complaint
Date:11/19/2024
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.
*** wifi has been increasingly unreliable due to apparent infrastructure problems that *** is failing to address. On my street we do not have alternative providers available to us, and reliable internet is critical for our work and life needs. Since July 20, 2023 (which is as far back as I have records), our internet has experienced a full *** outage on at least 15 occasions for a total of over 180 hours. That is only based on my records and is a very conservative estimate - we have definitely had far more outages than these. The outages are now happening every few days:DateHours Out 5/23/20232 7/30/20234 9/20/202353 1/13/20242 5/25/20242 6/28/20243 9/11/202472.5 9/19/20244.5 10/12/20244.5 10/23/20241.5 10/25/202417 10/30/20244.75 11/7/20247 11/11/20241.5 11/18/202410 Furthermore, our wifi cost is high and we receive no credits for these shortages. Per consumer reports, the average internet bill nationwide is $75 monthly - in my house we pay $140. I also do not believe *** is correctly calculating our data usage. For example, recently our wifi was out for 72.5 hours straight, yet we still allegedly used over 90% of our data plan that month. We have the *** Internet Ultimate plan at ***** GB per month. The average household uses 700 GB per month. It defies reason that we exceeded well over 2.5 times the average household in a month that most household members were at school or work all day, we took a 4-day vacation when no one was in the house, and we had 72.5 hours of no data at all. Does *** perform any due diligence audits to assure usage is properly measured?We need *** to repair whatever infrastructure is making it so unreliable, and to give us all refunds for poor service to date. This is deeply frustrating and is hindering my ability to do my day job as an attorney, my evening job as a virtual law school adjunct professor, to attend critical telehealth and child-teacher appointments, manage household needs, and just live daily life.
Business Response
Date: 12/02/2024
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 and provide a successful resolution, the outages have been corrected and the account has been credited for the outages, our specialist left a detailed message today for the customer.

Thank you for your time and consideration.

Executive Resolution Specialist
Cox Communications, Central Region
Initial Complaint
Date:11/18/2024
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.
Tonight, I discussed the internet bill with my dad. We do a lot of streaming and the data overage charges were nearly doubling our bill every month. I decided to get with *** to determine how much an unlimited data plan would ***** lieu of names, I will say that Agent #1 found a $50 addition to our plan for unlimited data that would bring us to $135 monthly. I was displeased with this and asked if any promotions existed which would give us 1 Gig speed with unlimited. #1 did end up finding such a promotion, and confirmed with me twice that it was being applied and to wait for the changes to take effect.After an hour, our speed was the same. So I contacted Agent #2. #2 stated no such promotion existed and that I could pay an extra $20 in addition to the $135 I am now being charged monthly. After a lot of back and forth, I was connected with a supervisor, who requested screenshots I took from #1's chats. This supervisor would connect me to Agent #4 in sales, who gave me an order number and told me to wait for our "new speed" to take effect. However, he immediately disconnected and I was unable to confirm if the new speed was indeed a 1 Gig ******* now I am connecting to Agent #5, who proceeds to tell me that no such promotion exists and that for $30 extra (the price already went up by $10), I could get a 1 Gig speed plan. I asked to be connected to another supervisor in sales. The chat ended here because regardless of the screenshots, they refused to honor the "new speed" that I was promised ******** problem here is that #1, whether with purpose or negligence, made a false claim about the new service being rendered. My account was modified under false pretenses. Had I not checked, I would be paying FULL for only HALF of the modifications I agreed to. This also happened to us previously when trying to remove our telephone line a few months back, but that was actually made right in that case.
Business Response
Date: 11/22/2024
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 a few times, 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.
Customer Answer
Date: 11/23/2024
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.

I let them know by email that this week would not be a good week to call me because I would be unavailable until after Junior's hours, but I did communicate the issue by email before I knew that they are requiring the PIN for the account. I called back Friday, but did not get a response. I am rejecting this response because I do not wish for the case to close out while I wait to hear back.

Regards,

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

Business Response
Date: 11/26/2024
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 November 18th, 21st,22nd, 25th, & 26th, of 2024. However, our numerus attempts to reach them have been unsuccessful. We have called and left multiple voicemails for our customer offering assistance. We have also sent emails to the customer directly and provided the Specialist's personal phone number & the *** ************* number ************, as any representative will be readily available to assist.

Thank you for your time and consideration.
Customer Answer
Date: 11/26/2024
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.

I was unable to call them back before 4:30 on Monday, and missed a call on Tuesday (the 26th), but I called them 25 minutes later and got no response. I left a voicemail, but did not hear back at all. I will continue to try and reach them.

Regards,

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

Business Response
Date: 12/02/2024
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, we were unable to reach our customer by phone call. Our customer is able to call our support team open 24 hours at ************** as any agent is ready to assist.

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 and deeply sorry we were unable to successfully resolve.

We appreciate the opportunity that the BBB has given to us to assist our customer
Customer Answer
Date: 12/04/2024
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.

Junior is not returning my calls.

Regards,

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

Business Response
Date: 12/06/2024
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 in the past multiple times regarding this complaint; however, our response has not changed we were unable to reach our customer by phone call. If the Specialist Schedule does not correspond to our customer's work schedule and availability, Our customer is able to call our support team open 24 hours at ************** as any agent is ready to assist.

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 and deeply sorry we were unable to successfully resolve.

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

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