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

  16909 Burke St STE 121 Omaha, NE 68118-2268

  
• 

  Cox Communications

  3427 L St Omaha, NE 68107-2577

  
• 

  Cox Communications

  700 S 72nd St Omaha, NE 68114-4614

  
• 

  Cox Communications

  3808 Metro Drive Ste 100 Council Bluffs, IA 51501

  
• 

  Cox Communications

  11505 W. Dodge Road Omaha, NE 68154

  

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:07/01/2025

  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.

  I pay $140 a month for reliable and fast internet. Over the last week the internet goes out daily multiple times. Every time I report the issue and get the same response that a technician is looking at it. I have messaged with customer service to get answers and to see if I can get a resolution. They just run it in circles ans say they will escalate it which in their words just make it so the technicians can update you on when the outage will be resolved. The outages continue to happen and they refuse to give any answers as to why or allow you to speak to management. It seems to be a common issue that other customers are also experiencing.

  

  Business Response

  Date: 07/03/2025

  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 Resolution Specialist
  Cox Communications, Central Region

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying for internet service and Cox Communications has not provided service to my residence. They have sent third part contractors to my house and have not fixed the issue yet cox has still been charging me for services not rendered. I expect internet (which is still not turned on) at the speed agreed upon (which has been throttled daily until Cox Communications stopped service (about a month ago)). They have a robo call center which says it is out of buisness hours and auto hangs up (I call around 3pm) and I am unable to contact them to fix the issue. If they cannot supply the service I am still paying for, I expect them to come and retrieve their modem and refund me for the past 3 months of throttled and non service.

  

  Business Response

  Date: 06/19/2025

  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 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:06/09/2025

  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.

  In January I moved from my old house at *** * **** ****** in Omaha, NE to my new address. At the time I called Cox to have the internet service stopped and they said it would be done. Since then I have been getting calls from Cox saying it was not stopped and they kept charging me. If they looked at the service they would see it was not used since then which would make it obvious it should have been cancelled. The last Cox bill I paid was around 1/8/2025, around the time I called to cancel the service. I have reached out to **** ****** so I can pinpoint the day/time I called Cox to cancel the bill. They said it could take up to 35 days. The service should be stopped and the outstanding amount should be zeroed out.

  

  Business Response

  Date: 06/10/2025

  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. 

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 27, 2025, I tried to complete steps to get my service activated. After sending in leases and other verifying document. I called cox and the first person told me that I had a balance on account for different address and I had to pay it first. I spoke to collection and we settled the account. After many calls and many times being hung up and 4 hours later, I talk to collections and she stated I had other bills and they needed to be paid first. I said I understand what she is saying however yall never mention those other bills and I don’t have the money for one let alone 4. And if I did I would not paid the 1 because I don’t have that type of money. I requested if I can get my money back because of the poor communication and for the fact they never stated anything about other accounts till after I paid one. She said no your just down one bill and the rest need to be paid. This is not fair and I believe they did this so I can pay a bill. And I do not have service. So now I’m struggling with no service as well. Thanks cox and I will never use your service and I will make sure to help others for the problems

  

  Business Response

  Date: 06/02/2025

  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, we were unable to provide an agreed upon
  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 and deeply sorry we were
  unable to successfully resolve.
  
  We appreciate the opportunity that the BBB has
  given to us to assist our customer
  
  ******** **
  Executive Resolution Specialist
  Cox Communications, Central Region

• Initial Complaint

  Date:05/23/2025

  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.

  I canceled service on 5/13/25. They said they canceled my service and gave me confirmation number 105654. Then they tried to get me to buy cox phone service after canceling my internet. I said no and they said to return my equipment in the next month. I returned my equipment and the guy at the store said my internet wasn't actually canceled. Now the are trying to bill me for prorated services for an extra 10 days.

  

  Business Response

  Date: 06/30/2025

  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, Central Region

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was trying to cancel my cox business services. I was informed I had a contract that was automatically renewed. Before getting new services I had checked to make sure that I was not in contract, which it said I was not on my account. I attached a picture and of what my account said. The lady I spoke with Katie Jasperson, was very rude and said I would need to pay 370$. This is ridiculous, I was not in a contract and my service barely worked.

  

  Business Response

  Date: 05/05/2025

  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. 
  
  **** **
  ********* ********** **********
  *** *************** ********* ******

• Initial Complaint

  Date:04/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After beginning to have connectivity issues in Feb and multiple calls and technician visits to resolve. We continue to experience internet being discontinued and horrid lip service and customer service. Tonight I asked to speak with a manager and ***** was anything but helpful. Used logic as an excuse but logic tells me we should not have to have multiple calls or technician visits for the same issue. We have been a loyal
  Customer of theirs for 20+ years but were told we need to be available to their schedule vs ours. This has been such a disappointing experience!!!!!! We even agreed to the uogade of equipment and services and the problems multiplied rather than getting better.

  

  Business Response

  Date: 05/08/2025

  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:03/28/2025

  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.

  I CALLED TO CANCEL MY SERVICES WITH COX BUSINESS BECAUSE WE HAVE BEEN EXPERIENCING MANY OUTAGES OVER THE LAST SEVERAL YEARS. I CANNOT CONDUCT ANY BUSINESS WHILE MY SERVICES ARE DOWN AND CANNOT IMAGINE HOW MUCH MONEY IT HAS COSTED OUR BUSINESS. OUR PHONES AND INTERNET GO DOWN AT THE SAME TIME AND I CANNOT ORDER ANY PARTS, CONTACT ANY CUSTOMERS, CANNOT PROCESS CREDIT CARD PAYMENTS, OR LOOK UP ANY INFORMATION TO REPAIR VEHICLES WHILE THE OUTAGE OCCURS. I WAS INFORMED THAT THERE IS AN AUTO RENEWAL ON OUR CONTRACT THAT WAS SIGNED 5 YEARS AGO AND THAT I WOULD HAVE TO PAY OVER $1500 TO CANCEL OUR SERVICE. I HAVE A NEW COMPANY LINED UP TO PROVIDE SERVICES, BUT I WOULD LIKE TO CANCEL THE EXISTING SERVICE BEFORE HAVING THE NEW SERVICE ACTIVATED. I DONT THINK THAT IT IS ETHICAL OR DECENT TO HAVE AN AUTO RENEWAL WITH NO WAY OUT EVEN WITH POOR SERVICE. PLEASE HELP

  

  Business Response

  Date: 04/04/2025

  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, Northeast Region

  Customer Answer

  Date: 04/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have recieved verbal confirmation that they will let me out of the contract, but I have not recieved any written correspondance to have proof of this. I tried to email the representative back to let him know that I want written proof, but the email keeps coming back undeliverable- I am replying to the email that he sent me and there is no other email address in the email that he sent me. I can try calling him, but didn't want to forget to respond to this complaint.
  
  
  
  Sincerely,
  
  
  
  **** *********

  

  Business Response

  Date: 04/08/2025

  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 called *** ***** to advise that we are disconnecting his account effective April 30, 2025, and will waive any early termination fee. Account will remain open until the end of April.
  
  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, Northeast Region

  Customer Answer

  Date: 04/08/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:03/14/2025

  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.

  I have Cox communications for many years and then Verizon came to my door and offered me a deal I can't resist. $50 a month for the next 5 years or more of unlimited internet. I called Cox to cancel and they told me that they could put me on this $10 a month thing and then I could cancel or it would cancel itself. They wanted me to do the $10 a month to try it out before I canceled. I went out of town and got a huge bill after the $10 the month of deal so I thought that included the cancellation fee which I didn't even know I had a cancellation fee with Cox because I don't ever remember signing anything that said I was in a bonding contract which is unfair. Long story short I called and then next lady I spoke with told me that I had somehow signed up where some vacation hold. That was not how it was explained to me. I also was unaware that the large bill I received after the $10 was not the cancellation fee so I didn't do anything and then I got a big bill again. So the lady said she was going to issue me a credit for the $80 and she would escalate the matter to see if they could credit this $120 cancellation fee. She promised me that I would receive an email or a phone call. I never did. So I called back again today and talked to a girl who told me I had a zero balance. I told her I wanted something in writing saying I had a zero balance and she said she couldn't send me anything. Then a few minutes later she was like oh you do have $120 balance. So again I asked her to escalate the matter since I never heard back on getting that credited and she said she would transfer me. I waited on hold for 2 hours and nobody ever picked up and then I was somehow disconnected. I should be reimbursed $120 plus another 60 just for 2 hours of my time wasted on hold since I make $30 an hour. Please see attached document showing the 2 hour and 11 minute call. I will settle for a credit of $120 to this can just resolved once and for all. Thank you for your time and consideration.

  

  Business Response

  Date: 03/17/2025

  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. 

  Customer Answer

  Date: 03/23/2025

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:03/11/2025

  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.

  On February 16th, the end of my billing cycle, I was notified by email that I reached 90% of my data usage. On February 17th, I was told I reached 100% of my data usage. My bill for the month contained three $10, 50 gigabyte charges for going over my allowed 1280GB per month allowance. This is not possible as I only reached 100% of my users the day of starting a new billing cycle according to the COX email that I received. That said, others that I share the same service with are receiving much cheaper monthly premiums than I have been paying. Cox communications pricing and usage calculations are not accurate or offered fairly to their customers. When approached with this issue to their customer service department, I was being constantly placed on hold or the call dropped all together not to mention having to sort out the issue with representatives that do not speak comprehensible English.

  

  Business Response

  Date: 03/12/2025

  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, Central Region