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

  4849 N 72nd St STE 101 Omaha, NE 68134-2304

  
• 

  Cox Communications

  7640 Towne Center Pkwy STE 1 Papillion, NE 68046-2138

  
• 

  Cox Communications

  3427 L St Omaha, NE 68107-2577

  
• 

  Cox Communications

  700 S 72nd St Omaha, NE 68114-4614

  

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:03/10/2025

  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.

  Almost 2 weeks ago I called Cox to make a payment extension. I was told by the rep I had until March 11, 2025, to pay the past due amount. My services were disconnected on March 7, 2025, for nonpayment. I explained to the rep that I had an extension, and he advised he did not see the extension and I needed to pay the remaining 51.25 for the bill. I had paid money prior but needed time to pay the rest. Luckily, I had 51.25 for another bill to pay the internet. I work from home and need to have the service. I called cox today and spoke with a supervisor name ****** who advised he does not give a last name for safety reasons who made it seem like I did not matter. I explained what happened and at first, he said he did not see that my services was disconnected. He eventually seen the disconnect and said Well the service is active now so what do you want me to do. He was rude as ever. He went on to say the rep did not set up the extension correct. That is my fault how!!! I work from home. That could have cost me my job. I work on the weekends and the department I would need to discuss things with is not open on the weekends. He then said Well, I can offer you 20.00 credit. The service is spotty. It resets itself every day and I explained that as well. This is not cool. I felt as if my money and time did not matter. I did explain to the supervisor that its consumers like me that pay the bills that keep him employed and even if he does not care, we should not ever hear or feel that on the phone... Shame on him. I did chat with someone and make a complaint on the internet. I spoke with ***** *. My bill is 181.00 a month. I had a lower plan. but they said I needed a higher plan and a new modem to run since I work at home. I know that is false because I have been at home for 3 years on the same plan. ***

  

  Business Response

  Date: 03/11/2025

  We appreciate the opportunity to assist our valued customer. We
  have contacted our customer and addressed her concern. We greatly appreciate her feedback. We sincerely
  apologize to our customer for any inconvenience.  Thank you!
  

• Initial Complaint

  Date:03/08/2025

  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 am so upset. My Neighbor's data cable has been down across my driveway/garage for months now. I gave them weeks to fix it themselves and they chose not to.. I originally thought it was an OPPD cable and they came out to say it was a cox data cable.. I have now been calling Cox for 6+weeks to get it fixed and it's still in my driveway. I have three ticket numbers, ********* *** * **** ****** *** ******* *** **** ***** * ** ***** ** **** ** ** **** ** *** ********* *************** ** ** ** ******* *** ***** ****** *** * ** ** *********** *** *********** *** *********** *** ************ **** ***** ******** 

  

  Business Response

  Date: 03/25/2025

  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:02/21/2025

  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.

  My company received a collections letter demanding $2,455.88 (which appears to be roughly 3 years worth of internet service from what I can tell), for which none is owed as we don't use their services, nor have we. I have spoken with them several times during their collection calls and explained to them that I do not and have not used their services for my company.
  
  They have been asked to produce documentation, including any contracts they feel they have, but have not been able to produce any documentation to date regarding the amount they are trying to collect. A dispute has been filed with the collection agency, explaining this in more detail. However, it doesn't make sense why I am receiving this in the first place.

  

  Business Response

  Date: 03/04/2025

  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 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, Northeast Region

• Initial Complaint

  Date:02/18/2025

  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 now had Cox Wifi since June of 2024. I have called twice now to complain of my wifi consistently shutting down and disconnecting my devices. It does this 5-15 times a day. The first time I called they said if the issue was not due to something I did, or something I could have prevented then I would not be charged the $70 technician visit charge. The technician came out and updated my modem, and they charged me for it. Not only did they charge me for something i did not cause, it also did not solve the issues. The other day, I called yet again because the issue is infuriating. The customer service representative said nothing was wrong and they would continue to monitor my wifi till the end of the day, guess what, it happened multiple times that day and no one called or fixed anything. So at this point i’m paying for the nicer wifi, for it to not work, and also being charged for a tech visit that did not solve my issues. Cox is not doing anything more to fix this issue, and is giving my no options to help my connection.

  

  Business Response

  Date: 02/24/2025

  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 Esmie Williams to address their concerns, via phone call and email on February 19, and 24, 2025 on phone number ending in **** and email listed on complaint. 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.

  

  Business Response

  Date: 03/03/2025

  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 her concerns and have provided a successful resolution. On 02/25/2025, an Executive Escalation Specialist spoke with *** ******** to discuss the issue. She explained that she was charged for a technician visit, despite reporting that the issue was not fully resolved shortly after the visit. After reviewing the notes, the Specialist reversed the charge and issued a $75 credit to her account. Additionally, the Specialist scheduled another technician visit for 02/26/2025 between 10:00 AM and 12:00 PM.

  
  To ensure clarity, a ticket was created to address the issue. The technician's notes from 02/27/2025 indicate that a blown fuse was replaced, and a new cable was spliced in after identifying the problem. The technician verified that the outage was cleared and services were restored. The Specialist attempted to follow up with *** ******** on 02/28/2025 at 9:20 AM (CST) regarding the recent technician visit. Unfortunately, there was no answer, so the Specialist left a detailed voicemail explaining the reason for the call and provided his direct contact number for *** ******** to call back. Additionally, a  follow-up email was sent to *** ******** directly. The Executive Escalation Specialist has not heard back from *** ********.
  
  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: 03/04/2025

  
  
  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:02/05/2025

  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.

  During the previous year before my agreement was set to expire I spoke with a representative to not renew my agreement again until I find more information on where I could switch to. I was under the impression we were on month to month since our bill went up and still not technician had bent sent to fix our phone line which has been down for over a year. We called today to cancel our services only to find out we were “auto” renewed again and can’t cancel services until 6 months from now. When I called them out for auto renewing our account again they told me it’s my word against theirs and their contracts are what we will be held to even if it was signed over 8 years ago we are still being held to the same agreement. I want to give a fair warning to those looking for services, Cox is predatory with their customers and up charges double or even triple of what another service can do for you. Before signing on with them please look elsewhere and don’t let this be you, there are better services with better customer care and a more affordable price.

  

  Business Response

  Date: 02/14/2025

  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. Customer has my direct contact information, and we have been communicating while we work on resolving this matter.
  
  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. 
  
  Gabe D.
  Executive Resolution Specialist
  Cox Communications, Northeast Region

• Initial Complaint

  Date:01/27/2025

  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 had issue with my mini box not receiving channels. I made several calls to Cox Communications. I asked for new box to be sent to me...was told technician needed to come out. They did a swap during troubleshooting. I did not ask for any type of pro installation which I was charged 100.00 for. Spoke with ***** and chat with *** *.. They said they could not waive the charge. I was not given a reason why it was on my side. They state if their issue then no charge. Thank you.

  

  Business Response

  Date: 02/04/2025

  We would like to extend our heartfelt thanks to the BBB for giving us the opportunity to assist a valued customer. First and foremost, we sincerely apologize for any inconvenience **** ****** may have experienced. It is never our intention to cause any frustration, and we deeply regret any distress this situation may have caused.

  
  We have made several attempts to reach out to **** ****** to address her concerns. On January 28 and February 4, 2025, an Executive Escalation Specialist tried to contact her via phone and email. Unfortunately, these attempts were unsuccessful, and we have not yet heard back from **** ******. We understand how important it is to resolve this matter promptly.

  
  In our review of the account, we decided to waive any professional installation fees as a gesture of goodwill. A credit of $113.36 was applied to **** ******'s account on January 28, 2025. We hope this helps alleviate some of the inconvenience she has faced.

  
  If there are any further questions or if **** ****** would like to discuss this matter in more detail, we kindly ask her to return the Specialist's call at her earliest convenience. We are here to help and are committed to ensuring her satisfaction.

  
  Thank you for your time and consideration.
  
  

  Customer Answer

  Date: 02/04/2025

  
  
  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:01/26/2025

  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.

  In October of 2024, I attempted to cancel services. I was talked into changing services instead. During my chat, I asked if I later terminated my account, what the early termination fee would be, as was assured by the Cox agent that I would have no fees to close my account. In January of 2025, I closed my account, and was not told of any fees associated with closing my account.
  
  I then received a bill for $163.33. I contacted Cox explaining that an agent had told me I would have no fees for early termination.
  
  After over 2 hours of chats, and talking to 5 different people, I was told the best they could do was to give me a $20 credit on my account.
  
  I'm just trying to keep a company accountable for what an agent told me, even if the agent was wrong in what they had said.

  

  Business Response

  Date: 01/27/2025

  We have contacted our customer directly and addressed his concern.  Thank you!

  Customer Answer

  Date: 01/27/2025

  
  
  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:01/24/2025

  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 without service for a week and a half due to a storm so I cancelled my Cox internet service in August of 2024. I called in and spoke to a representative. He told me I needed to make a payment to cancel my service. I said fine and I made the payment.
  
  3 weeks later I start getting texts saying cox is going to cancel my service if I don't make a payment. So I chatted with an agent through the online chat. They also told me the last person had not cancelled my service and they would do it for me. They then told me that I would need to continue to pay for the service because the previous person hadn't done their job. I told the rep that I wasn't going to pay any more just because that person didn't cancel my service. They said they understood and the chat ended.
  
  Following that exchange, Cox has taken me to collections. I cancelled my service, I returned my equipment, I made my payment, I spoke to customer service multiple times to people who said they are taking care of the situation, and now I'm in collections.
  
  I should not be held financially responsible and have my credit ruined because the service teams are unable to adequately perform their jobs.
  
  All I want is for the collections notice to be rescinded.

  

  Business Response

  Date: 02/05/2025

  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 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:01/19/2025

  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 had my monthly cable tv bill on auto-pay with the monthly fee deducted from my account. Somehow the fee deduction was stopped and my service was halted. I called the customer service
  department at Cox and I was told that they could not help me with this problem. I have had this happen before and I thought this problem was resolved. I was wondering if you could contact Cox
  Communications to help me with this problem. I you could help me take care of this issue, I would be very thankful! I was told my account was a couple of months behind in payments, so this is a very important matter. Your assistance with this matter would be much appreciated!
  Sincerely
  ***** ** ****** 

  

  Business Response

  Date: 01/22/2025

  We have contacted our customer directly and his concern has been addressed.  Thank you!

  We received 2 BBB responses for this customer.  Please see *************

• Initial Complaint

  Date:01/18/2025

  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 am a Cox Communications customer and have been so for a long time. I have a cable tv account
  and I also have auto pay to this company for my bank checking account. (Or so I thought). I was told
  I owe a couple of months of back payments. I have always paid my monthly bill by direct deposit from my bank account. For reasons not my fault, my monthly dues were no longer deducted from my account like they have been in the past. I called Cox's customer service department and they were not at all helpful with me to solve this matter.

  

  Business Response

  Date: 01/22/2025

  We have contacted our customer directly.  His concern has been addressed.  Thank you!