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

  1400 Lake Hearn Dr NE Atlanta, GA 30319-1464

• 

  Cox Communications

  5011 Riverside Dr STE A Macon, GA 31210-1121

• 

  Cox Communications

  1017 Progress Street New Iberia, LA 70560

• 

  Cox Communications

  150 E Wilcox Dr Sierra Vista, AZ 85635-2524

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:11/15/2024

  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.

  Does anyone police the activities of Cox communications? I had a 2 year contract for cable, phone and internet at a set price. It was cancelled without notice because they stopped offering the deal. It was only in effect for about 7 months. My monthly rate increased.This is not the first time *** has done something like this. Alternative providers are very limited where I live, so switching is not really an option.Also,even when cable service is out for several days (think hurricane), *** does not give a refund unless you call and Hold..... to speak to someone. So you are paying for a service you cannot access. This occurs even when the power is working, but no cable. Seems it should be illegal to charge for a service you cannot use.I can't be the only one these have happened to. Does anyone monitor ******** scamming activities?

  

  Business Response

  Date: 11/25/2024

  Dear BBB: 

  The Northeast Executive Escalations Team responds to BBB case#********.

  Our apology for the delay in responding on an update. We worked with our customer and was able to assist with a resolution. If our customer has any further concerns, we provided one of our supervisors contact information.

  Respectfully, 

  The Northeast Team

   

  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.

  **** called 11/19 9.22am. Set a new, lower monthly rate. Supposed to be good for 24 months, but I am skeptical as have received same promise several times before which did not prove to be true. Nothing else to do about it right now. We'll see.

  However, my other complaint has not been satisfied. Regarding charging customers during cable outages (even though electricity is working). The response was they can tell when customers are out of service, but do not issue credits - "We don't do that" and "Other cable companies have the same policy".

  Each individual customer has to call and make a request, which is a pain in the a** - it takes a while to get through the answer system to a human being. This policy seems devious at best. Are there no regulations requiring companies to provide refunds when paid services are not available?

  Thank you
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  **** *********
  
   
  

  Customer Answer

  Date: 12/02/2024

  complaint #******** Re: Cox Communications Since my previous response I discovered my access to certain channels has been blocked. These are channels I could view before and use on a regular basis. So they have done it again. Deception and falsehoods.

  Sent from **** ********* (***********************************************************************************************)

  
  

  Customer Answer

  Date: 12/03/2024

  Greetings - Update - *** has restored the blocked channels since my last
  email to you. Thank you , **** *********

  
  

• Initial Complaint

  Date:11/13/2024

  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 spoke with a member of the retention department prior to my move and was going to cancel my services. I was offered 1g speeds at $75.35 including taxes and fees. Since this initial conversation my account has been totally screwed up and it was never fixed to what was offered to me to retain me as a customer. I have had to call an ungodly amount of times over the past several months trying to get my account fixed. I called on 10/1 YET AGAIN to fix this and a ticket was put in (KSR000014177925) and I was told to not make any payment until my account is corrected but nothing was ever done. I called a few days ago and was speaking to a supervisor, but the call was disconnected and she never called back so I am not sure if that was accidental or intentional. I am sick of my time being wasted trying to get this fixed. They can't seem to hold up their end of what they offered, but they sure can call me daily to say they haven't received a payment.

  

  Business Response

  Date: 11/13/2024

  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. 
  

  *****
  Senior ************* Specialist
  Executive Escalations Support Team

• Initial Complaint

  Date:11/11/2024

  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.

  Words cannot begin to describe the levels of anger and frustration I have with your company. Throughout the month of October, I'd been having problems with my internet, leading to problems with my cable. I work from home and this has been impacting my job, leading to a loss of income because of me having to call off due to having no internet. Ice been dealing with content outages until I finally decided to contact *** about the issues. I wanted a credit for service that I could not use; the *** tossed $18 my way ($18, considering how much I pay for this service). A *** also did an equip. check and said that it was fine, so a technician would have to come out, work order #********. The tech was scheduled for 3-5 pm on 11/01. On that day, the tech called me at 10:28 am, asking could he come BEFORE the time, to which I told him no, because no one would be available. He then called back at 2:58 pm to inform me that he won't be coming at all, that his vehicle broke down, but promised that he'd stop by first thing in the morning at 8 am. The next day, he of course never arrived. I called back and spoke to *****, who PROMISED AND ASSURED ME that he will come. I then receive a new appt time for 3-5 on 11/2, something that was never finalized with me, and of course, no one showed for that one either. I spoke with a *** later that night, who rescheduled a tech appt. for 11/4 3-5. That tech had a bit of an attitude and said that it's either the modem (after being told on the phone that my equipment was fine) or it's an issue that a bucket truck will have to handle. I had to be the one to go to a *** store to switch out my modem. Not even 24 hours later, the internet goes out again! ***, this is unprofessional, uncalled for! You take my money and don't hold up your end with service nor ***airs. I'm also tempted to ***ort your company to the ********************. I want my internet working and I want a full month taken off my bill. It's now Nov. and I still have no internet.

  

  Business Response

  Date: 11/14/2024

  We want to thank ******** ****** for taking the time to file her concern.  In receipt of this complaint, *** spoke with Ms. ******* and we believe she is satisfied with our efforts to resolve this matter.  We sincerely apologize for any inconvenience caused.  Thank you.
  
  Cox Communications

• Initial Complaint

  Date:11/07/2024

  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.

  We applied for a dig ticket through 811. *** grossly mismarked the line in violation on La. Revised Statutes which directly led to damage of the cable. We did have an expired ticket due to weather delay but the original markings were maintained the entire time. *** now has sent a bill to collections and have basically attempted to get us to ignore their violation of the law which directly resulted in damages. I have been attempting to remedy this matter prior to litigation with them but, despite the *** Escalation Team telling me the Damage Team will contact me, they have refused to call and refused to answer my calls. I was told on 10/17 I would receive a call in ***** hours and that was 2 weeks ago. To date calls have not been initiated to us and calls/voice mails to them remain unreturned.

  

  Business Response

  Date: 11/12/2024

  *** is actively in communication with our customer.   Thank you.

  Customer Answer

  Date: 11/13/2024

  Better Business Bureau:
  
  I have been in contact with Cox Communications in reference to complaint ID ********, and find that their resolution is satisfactory to me. Their attention to this matter is greatly appreciated. 
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:11/05/2024

  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.

  Set up Internet for Nov 4. Specifically said I would not be moving in till Nov 4th. No problem and Nov 5th can send a free cable guy if need install. If have coaxial cable available. I get notified it ships immediately n will get there the 1st. I call and say noone will be there till the 4th! No problem, he'll fix tracker and put hold on it till 3rd. It was NOT HELD. NOTIFIED delivered 2nd. Luckily it was there when I got there the 4th. No coaxial cable, can't get set up. Call for ************** tell me NO ONE is coming out tomorrow as I was told. And can't make an appt till the 6th. So all my plans r ruined and I'm going to wait till the 6th n hope not lying this time. Then I get voicemail says I will be charged $75 for this visit if not equipment issue. He told me this was a waived install! It's not a repair call! This company is ridiculous. Charges have already started and I have nothing but lies and inconvenience

  

  Business Response

  Date: 11/06/2024

   

  Dear BBB: 

  *** Northeast Executive Escalations team responds to BBB complaint#********. 

  We appreciate our customer's patronage and apologize for the technical issue. Our technician went out to our customer's home on 11/6/24 and found a solution to the issue.  Also, our customer will not get billed for the trouble call fee as mentioned in the complaint. In addition, we provided credit to the account for the time without the internet service which was just posted to our customers account as of today. An email notification will be sent and that is the prorated amount of $14.00 for the delay in starting the internet service. We have reached out to our customer several times since receiving this information and we have not received a reply as of yet.  One of our supervisors left their name and direct contact information if our customer would need further assistance in this matter. 

  Respectfully,

  The Northeast Executive Escalations team

   

  Customer Answer

  Date: 11/07/2024

  Better Business Bureau:
  Only rejecting because no other option to leave comments! 14$ credit is least can do. Nothing for inconvenience and action by *** to train their agents to NOT LIE to appease customers. Also repair guy took Ethernet n other *********** with him. He replaced the bad modem n hooked up in garage w whatever cables were there. I have nothing but a modem, up high in the garage that somehow I will need to return at end of service. Please note I do not have any cables to return which your web site says I need to 

  
  
  Regards,
  
  ***** ********
  
   

  
  

  

  Business Response

  Date: 11/07/2024

   

  Dear BBB:

  The Northeast Executive Resolution team responds to BBB: complaint #******** rejection update. 

  We provide credit for lost service or delayed start of install. We do not credit anyone for inconvenience. Also, please know that we coach agents accordingly for those who have worked on your account -feedback is provided to the agent's team leaders. As a one- time good relations credit we posted a $25.00 credit to the account. If any further questions and concerns our team has already provided you with the supervisors contact information. 

  Respectfully,

  The Northeast Team

• Initial Complaint

  Date:10/23/2024

  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.

  My cable internet has been constantly dropping 5-15% packets since Hurricane ******** 9-9-24. I gave it some time for storm repairs before complaining. the tech came out 10-15-24 and confirmed that my home is fine and that he could detect packet loss in the incoming lines. He said another department (line team?) should have this resolved in days. Now *** is ignoring the issue and there has been no improvement and only canned robo-responses from their **** center.

  

  Business Response

  Date: 10/28/2024

  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:10/21/2024

  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 contacted *** on 10-11-2024 regarding an issue with the cable line swagging down dangerously too low. They were scheduled to come out the next day to correct the problem, as of today 10-20-2024 the issue still remains unsolved!This situation is dangerous and could become a major problem if my family need emergency assistance because they will not be able to enter onto the property because of the line hanging too low!Also, my family is in the process of moving and cannot do so until this issue is resolved. This needs to be taken care ASAP, if the issue is not resolved with 24 hours I will be contacting my lawyer.Thank you very much

  

  Business Response

  Date: 11/04/2024

  Dear BBB,
  
  Cox Communications (***) responds to BBB complaint ID # ******** filed with your office on October 21, 2024.
  
  *** apologizes to our customer for her recent experiences when she contacted *** concerning a low hanging utility wire. A *** *************** Care Specialist contacted our customer on October 21, 2024, in response to her complaint.  The Specialist arranged for a *** technician to investigate the issue further, and the technician discovered that the reason the wire was hanging low was due to the utility pole being damaged. *** reported the damaged pole to the power company who maintains the utilities pole, and on October 30, 2024, *** received confirmation from the power company the pole had been repaired and the wire was raised.
  
  We provided our customer with our direct contact information should she have additional questions or concerns regarding this matter.
  
  Sincerely,
  The *** ***************** Team

• Initial Complaint

  Date:10/16/2024

  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.

  *************** steadily increased bill and then jumped it to almost double in one month. The price is simply gouging. That is aside the issue. My issue is from the service side. The update to my plan failed to mention that my phone will be moved from analogue to VOIP and require a line ran across my house to have a former service working again. They refuse to simply turn back on the prior analogue phone system to restore functionality. As of now I have been directly lied to three times about waving a few and lied to about having a service scheduled. No call no show now three times on that front. Contacted them about any recompense and they basically told me to kick rocks and that I have to buy a new service to get a tech scheduled for support.

  

  Business Response

  Date: 10/18/2024

  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.

• Initial Complaint

  Date:10/14/2024

  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.

  Cox communications company is refusing to credit my account for days without service and (2) remove late fees. I am not paying late fees to any company who is not adjusting bill according with law and (3) send assess amounts of email, text and robots call for wrong amount that is actually due. unlawful billing practices by a internet company is against Federal Communications Commission regulations and violation consumer rights. According to *** Cable companies have a responsibility to ensure that their bills are accurate and or have misleading or deceptive practice.(4) also trying to make consumer pay the next month a head of time.

  

  Business Response

  Date: 10/15/2024

  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:10/07/2024

  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.

  Ever since Hurricane Helene out Internet keeps getting turned off by 6pm and dies not turn back on until the next morning around 7 am. Prior to this we never had an issue. I'm paying to have Internet 24/7 but now it's down to 12/7. They do not answer the phone. Actually even before the hurricane it was impossible to take to a human. All I want is to have what our neighborhood is paying for. I'm not the only one going thru this.

  

  Business Response

  Date: 10/31/2024

  Dear Better Business Bureau:
  
  
  Cox Communications is
  responding to the complaint filed with your office on October 4, 2024, and
  assigned complaint ID 22382958.  We would
  like to thank the Better Business Bureau for the opportunity to assist a valuable
  customer. We apologize for any inconvenience our customer may have experienced.
  The Cox Executive Escalation Team attempted to
  contact our customer in response to their complaint. Unfortunately, we were
  unsuccessful in reaching them.
  
  However, a review of the account did reveal outage
  issues on the customer’s node and adjustments have been made to his account for
  loss of service. If the customer is experiencing issues outside of outages, we
  recommend a trouble call be scheduled to identify and repair any issues.
  
  If our customer would like to speak with us
  regarding their complaint and concern, they can reach our Executive Escalation
  Team at the phone number that we provided in the email that we sent them.
  
  It is always our goal to provide our customers with
  exemplary customer service. As a customer service-oriented company, we know
  that our success depends on our customers' perception of our employees, as well
  as our company. Once again, we would like to apologize for the frustration that
  our customer has experienced.
  
  Sincerely,
  The Cox Executive Escalation Team
  

  Customer Answer

  Date: 11/02/2024

  [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 22382958, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** *********