Reviews
This profile includes reviews for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 81 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromSteve B
Date: 06/22/2023
1 starSteve B
Date: 06/22/2023
cox communications was contacted several months ago in regards to modifying our currant bill.i contacted a agent via phone and requested to have some of my services removed.i have a new service provider for my security and *** was no longer needed.i was told by the agent that if i remove the service my bill would actually increase due to discounts built in the package and was told i had to wait till June of 23. i contacted them on may of 22. when i contacted them to remove this part of the service, i was told by another agent that i was month to month and i could of removed the service in may of 22. i finally got my bill adjusted only to receive a bill that was the original price . After several calls i had my bill adjusted.*** deceived me saying that my service could not be changed when if act it could. it cost me a extra $1129.05 in charges that i did no need to pay. i am a 20+ year customer of good standing and i felt deceived.
Cox Communications
Date: 06/23/2023
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. We have 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.Review fromJessica L
Date: 06/21/2023
1 starJust be warned *** representatives on the phone, via chat, and in the store all have different rules and guidelines apparently. On the phone I was told I was put in an unlimited internet data plan for $69.99 a month and my necessary equipment would arrive tomorrow. Equipment never shows up I chat with a rep online who tells me oh Im sorry you actually have to go into a store to pick it up. ****, however Im very sick so I made sure to ask if I could have someone else pick it up for me to which he replied yes anyone can pick it up (I took a screen shot of this for proof) my husband drives to the store for me and immediately they tell him I have to be the one to pick it up even if I add him to the account. He puts me on the phone with the woman he is talking to who was also very rude when explaining this policy to me even though we have proof we were told he could pick it up. I then asked to speak to a manager. Apparently thats another policy that youre not allowed to speak to store managers over the phone. My husband was able to keep his cool and the store manager wound up helping him after I had him added as an authorized user (thank goodness for that). Come to find out I was not even put in an unlimited plan like I was told over the phone and now my monthly price is going to be $119.99 for an unlimited plan! At this point Im so upset and the worst part is they are the only company who provides service to my neighborhood. Trust me Ive called about 10 other companies and even tried the ******** internet service. Ill be looking into placing a formal complaint against *** with the better business bureau. This company as a whole needs to do better for their customers if we are being forced to use them.Review fromJohn Doe
Date: 06/14/2023
1 starJohn Doe
Date: 06/14/2023
Turned in all my equipment. Finished paying all my bills. 2-3 months later I start getting spam calls about a bill. It's happened to me before in a different state (************** ********). Got on the recorded line. They told me the last bill would be $80, it was $100, I paid it. They called back 2-3 months later asking for another $120. Scum. So I'm thinking the entire company does this. Both times I was extremely careful to finish up all my payments and turn in equipment, I even got a receipt for it. Just record your phone call with them when you leave, have them tell you it's the last bill, wait for the bill after next and record them trying to coerce you into paying. It's an easy lawsuit. Also I had a ******* hot spot in the ***** away from civilization go out less than ***** internet some how. (about 3 - 5 vs +10 over the course of a year). Also terrible upload rate unless you buy their most expensive plan which is up to them but still a scummy way to do things in my person opinion. How I've dealt with it is just ignoring them. If I find out they put any lean against my credit I'll just have a lawyer step in but I haven't noticed anything.Cox Communications
Date: 06/20/2023
We made attempts to contact Mr.____. However, we were unable to reach them.Should they wish to speak with us, they can reach a *** representative at the phone number provided via voice mail. Thank you.Cox Communications
Date: 06/22/2023
We made attempts to contact Mr.**** via phone and email. However, we were unable to reach him. Should he wish to speak with us, he can reach a *** representative at the phone number provided via voice mail and email. Thank you.Review fromBrandon C
Date: 05/27/2023
1 starBrandon C
Date: 05/27/2023
Absolutely horrible service! I have two business accounts and the internet is messed up constantly it's memorial day weekend and a super busy day for me shocker internet down again happened 9 days ago too not only am I losing thousands every hour but do you think they will give me a break on my bill? Come onCox Communications
Date: 06/01/2023
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
We have 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. Our 24/7 Customer Care department can be reached at 866-272-5777.
Thank you for your time and consideration.
Gabe D.
Executive Resolution Specialist
Cox Communications, Northeast RegionReview fromMatthew B
Date: 05/10/2023
1 starMatthew B
Date: 05/10/2023
Contacted customer service 7 times over 3 months to remove cable from my account. Not only have they not removed cable which Ive paid an extra $400 over 2 months and now its month 3 and fighting and only paid the internet portion of my bill. No one will help. Do not get ***. They will not do you Justice will lie and take your money and smile. Do not ask for help, they wont help you. Theyll cheat and steal every dollar you make and refuse to do whats right which In this case is just removing cable. Ive returned 6 boxes 3 months ago and am still being billed. Anyone else want to join in on a class action lawsuit to make it more affordable to sue ***Cox Communications
Date: 05/16/2023
Dear Better Business Bureau: Cox Communications (***) is responding to the review filed with your office on May 10, 2023. We appreciate the opportunity that the BBB has given to ** to assist our customer. And as such the *** Executive Escalation Team contacted our customer in response to their feedback and concern. We are pleased to report we have addressed the customers concerns and provided appropriate feedback. 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 the customer has experienced.Sincerely, The *** Executive Escalation TeamReview fromKathi G
Date: 04/30/2023
1 starKathi G
Date: 04/30/2023
The reliability of the home Internet service continues to decline, just as the cost continues to increase. No bill credit has ever been offered for any of the frequent outages.Cox Communications
Date: 05/05/2023
Were sorry for the frustrating experience the customer has had with us and appreciate the opportunity to respond to their concerns.Our Network team investigated the customer's concern and made some improvements to the signal level in the area. Following these enhancements, our technician conducted testing at the pedestal/tap (the connection point between the *** network and the home) and verified that the Internet speeds are correct. However, ingress (signal leakage) was identified on the drop/line to the home which is likely the cause of their service issue. Our technician attempted to contact the customer in person to share his findings, however, no one was available.We do not show that a technician has been inside the customers home since their service was self-installed using ***** Easy Connect process. Therefore, we recommend a technician's appointment as soon as possible to address the drop and any other underlying issues inside the home. They can schedule an appointment by calling our Technical Support team (available 24/7) at **************. We also show the customer could benefit from a modem upgrade; the customer currently rents a 3.0 modem. *** recommends using a Docsis 3.1 modem for optimal performance. They can exchange their modem rental at their nearest *** Solutions store or have it replaced during their service appointment. If the customer subscribes to *** ************* (CCC) or if the issue is directly related to our network, we will not charge them for the service call.Regarding their price increase, we confirm a rate change took place on November 9, 2022. This rate change was notified to the customer on their October and November 2022 statements. *** strives to offer a wide range of competitively priced products and services to its customers. However, to keep up with the costs incurred by ongoing network enhancements and to continue delivering the latest technological advances, we occasionally must adjust our rates. While we believe the customer is paying a competitive rate for their *** service, they are welcome to contact our ****************** to determine if there are any upgrade opportunities or to see if they qualify for a promotional discount. They can reach the team directly at ************** (or **************, option 5).Sincerely,*** Executive Escalations TeamReview fromJonathan V
Date: 04/19/2023
1 starWow. Cox Communications has a 1.16 customer review rating and yet is A+ rated by the BBB. Seems strange. On to my story... My 90 year old mother's remote is not working. If she was not handicapped and could drive, she could get a replacement at the Cox store for free. If she is handicapped an wants one mailed to her, the charge is $20, no exceptions. She has been with Cox since 2002, over twenty years. You would think Cox could spare the $20. Cox is a monopoly so have have no reason to have commonsense or care at all about their customers. And yes, I can pay the $20 for my mother, the point is, I shouldn't have to.Review fromPatrick B
Date: 04/13/2023
2 starsPatrick B
Date: 04/13/2023
Cox plans are overpriced, and Cox service is both unreliable and outdated (cable only, no fiber plans). I regularly experience outages and/or high packet loss. Additionally, the Cox gateway doubles as public hotspot for the Cox Wifi service, which is a privacy/security risk. I would highly recommend bringing your own gateway, for that reason, Honestly, I can't wait for the day AT&T brings their fiber service to all of New Orleans. I will 110% immediately switch from Cox.Cox Communications
Date: 04/19/2023
We would first like to apologize to our customer for the negative experience that (he/she) has encountered, and for any inconvenience that (he/she) has experienced as a result.A *** Executive Customer Resolution Specialist reviewed our customer's *** account. The account records show the last time you reached out to *** regarding your account was October 2022, please know that we would be happy to help you with your concerns regarding service and pricing, for your account privacy and protection you can contact *** directly and speak to one of our representatives at ************** billing is Mon- Friday 8am-6pm Tech Support is 24 hrs., 7 days a week. 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 SEReview fromJoey S
Date: 03/27/2023
1 star*** business customer service won't return phone calls and keeps us trapped in a plan that is bloated beyond what they currently advertise on their own website. I have tried for over 3 weeks to try and make changes but keep getting ran around. Their system is not user friendly.Review fromChris S
Date: 03/02/2023
1 starChris S
Date: 03/02/2023
Our bill started off at a reasonable rate when we first received service in Feb 2020. We have been loyal customers since that time. Our plan is the Gigablast which is supposed to be 1GB speeds. The day the technician installed our service he said that we would likely never reach that speed but should be close. At the rate of 90 a month I did not complain and we have used the service as is. Now my bill has increased to over 180 per month with no changes to services provided or quality of that service. We only have internet, no TV or other packages. Speeds are usually in the range of 250 to 300Mbs. My wife and I have called multiple times to find out why the bill is so high and all they do is offer a temporary discount. With the base bill continuing to climb higher. I called today to complain about the bill and get them to fix the internet speeds, since I'm paying a premium price, I want premium service. The customer service rep said it was probably my cabling in the home. Which is a new home by the way built 2020. I have a tech coming to check it and I'm waiting to find out what speeds he gets. Either way no changes will be made to the price we pay. We can either pay 180 or cancel the service.Cox Communications
Date: 03/10/2023
*** made attempts to reach ************** in receipt of his complaint; however, we did not have the opportunity to speak with them. Should they wish to discuss this matter further, they can reach a *** representative by calling the number provided to them.Cox Communications
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.