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Business Profile

Internet Services

Cox Communications
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Cox Communications has 8 locations, listed below.

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    Customer Complaints Summary

    • 143 total complaints in the last 3 years.
    • 46 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/12/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Since signing up for Cox Cable, last August, I have had a year of nightmares. My services does not work most of the time. It is all set up for WI-FI even tho' I have asked several times thru the last months to have it hard wired, they will not do it. I have had to call daily and or at least 4 times a week since service began. Nothing is getting fixed or corrected. I have had several Tech's here and still nothing has been fixed right. I have even had to call the Corp Office. I can not get good TV reception, for most parts NO signal for wi-fi and the phone usually has no dial tone. After calling today to *** And ************ still nothing fixed on to another Tech visit scheduled.. Getting very tired of their equipment not working and having to deal with Tech's in and out of my home. They haven't even offered a credit or attempt to fix their equipment to work. If you contact them for records they have it all. Plus I have a spiral notebook almost full of documentation over all the different calls and service people and still not working right! They don't even try to correct this just sends a Tech they tell me a line of garbage and off they go. Had to talk with several people from their Corp Office today to get another Sr. Exec. Tech to come back out, not counting they are going to change me ****** dollars for a WI-FI Extender and that they haven't found out what is truly wrong here. Would really like to talk with someone about this. Going to call 7 can help and 6 on your side over this issue as it is not getting me anywhere when I am trying. If I have to I will seek legal council and push to have this go to court. Do not know what else to do. I feel they are taking advantage of me and my money. NOT GOOD !

      Business Response

      Date: 09/19/2022

      Business Response /* (1000, 5, 2022/08/16) */
      We want to thank Sandra ******* for taking the time to file her concern. In receipt of this complaint, Cox spoke with Sandra ******* and we believe she is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Thank you.


      Consumer Response /* (3000, 7, 2022/08/17) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I have already had a few issues since they left my home. I am still losing the internet and see a globe not bars for my service. Yes, they came to my home and did repair work. I am still trying to check to make sure their equipment is working but I don't sit on the laptop all day. Last evening (8-16) I got the no internet at least 3 times but it did load after a while. Also the person that came here (Field Tech) at times made me feel belittled and would act as if that said person was all high and nighty. Being belittling is not a good thing when they want to keep you as a customer. As well as the person that called after that is very unprofessional and was not fully aware of all that has happened. Just hoping it works or I am going back to ************ and ************. It should not have taken me calling a Attorney or filing with the BBB to get any help as it is after all their equipment and service ....


      Business Response /* (4000, 9, 2022/08/24) */

      We want to thank Sandra ******* for taking the time to file her concern. In receipt of this complaint, Cox spoke with Sandra ******* and had a technician supervisor at her home on August 15,2022. We have ensured that her services are working to the best that we can provide. We sincerely apologize for any inconvenience caused. Thank you.

    • Initial Complaint

      Date:08/04/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 had an internet disruption from 3a-4a on 08-04-22. I contacted Cox via their chat portal and was informed unless I contact Cox while the outage is happening I cannot get a credit for the outage even though I pay for the service to be available 24/7. Obviously this doesn't make sense since people aren't awake 24/7. Luckily, there's a thing called cloud-based automatic monitoring which will send me an email once the connection is broken. Cox needs to credit me for the outage as well as change their policies.

      Business Response

      Date: 09/09/2022

      Business Response /* (1000, 10, 2022/08/16) */

      We want to thank the customer for taking the time to file his concern. In receipt of this complaint, Cox conversed with the customer via email on August 8, 2022. We identified several outages during the week and compensated the customer's account. On August 9, 2022, a defective amplifier was swapped out. On August 14, 2022, a fiber re-splice was completed, however; the customer is still experiencing intermittent connectivity. The customer's node is also experiencing over utilization. Construction has a tentative date of early October 2022, to alleviate some of the congestion. The Network Technology team continues to monitor his node to get his service and speed issues resolved. We apologize for any inconvenience caused. Should the customer have any further questions about this matter, we ask that they contact our Executive Escalations Specialist at the phone number provided to them (via voicemail).
      Thank you.

      Cox Communications

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