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

  
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  Cox Communications

  700 S 72nd St Omaha, NE 68114-4614

  
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  Cox Communications

  3808 Metro Drive Ste 100 Council Bluffs, IA 51501

  
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  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:12/05/2022

  Type:Customer Service 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 a Cox customer for ******* years between *********** and ************. My primary email, **************, has been disabled. I was able to check my personal email account on 11/28 with out any errors. On 12/1, I went to check my email and received the following message: "We're sorry, but the cox.net email address associated with your Cox account has been deactivated due to disconnecting or moving your Cox Internet service, lack of use over the last 6 months, or opting to delete your Cox Email account. Please follow the steps outlined below if you would like to reactivate your Cox Email account:" I have not received any notice that there was a problem or that there was going to be a suspension. I called technical support and was told, initially, the email was active on one of the tools, but not on an other. The technician I spoke to on 12/1 said a ticket was created with the number: ***********. I was told that it would take 24 to 48 hours to resolve. On 12/3 I checked my email and found the same problem. I called in and went through the same gambit. I have another ticket the still has not been resolved. On 12/4, I spoke to 7 different technicians, including the CAG. One told me that the email is not recoverable. The call was dropped twice and did not receive the courtesy of a call back.

  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/05) */ We want to thank Mark **** for taking the time to file his/her concern. In receipt of this complaint, Cox spoke with Customer Mr. **** and we have addressed their concerns. We sincerely apologize for any inconvenience caused. Thank you. Cox Communications **************

• Initial Complaint

  Date:12/04/2022

  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 tried to start services with Cox, around Sept 28th, with a self install kit, i have had cox services before and im famure with some of it, the wireless tv boxes they gave me wouldn't hook up to the required internet modem, i made several trips to the cox store to exchange boxes after the boxes would give me bad codes per the call in help phone line, i asked about a installer come out to figure it out and i was told that would cost me extra at this point. also i couldn't work on this everyday ******************** and needed rides to get to the store it took about 3 weeks, because it was within there 30 day money back guarantee i gave up and figured i would try a different provider, i turned in all of the equipment and have been trying to get them to drop the charges, they have claimed that because they bill in advance that the first bill was issued when they turned on the service even though it didn't work on my side. they gave me a credit of about half and still claim i owe for the first half. they created a ticket the called it, and that dept without contacted me made this determination so the bill still stands, and now no one i can get ahold of will try to fix it.

  

  Business Response

  Date: 12/30/2022

  Business Response /* (1000, 5, 2022/12/05) */ We appreciate the opportunity to assist Mr. We have contacted him directly and addressed his concern. We sincerely apologize for any inconvenience. Thank you! Consumer Response /* (2000, 7, 2022/12/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) thank you for fixing the bill, sorry it had to go this far

• Initial Complaint

  Date:11/15/2022

  Type:Sales and Advertising 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 cable compnay, I have the contour cable bundle, which means I can record shows and movies for playback, however, I am unable to watch said recordings due to lag, cut out and skipping, doesn't matter the channel they all do it when a show is recorded, for this I am being asked to pay $*** per month or more, but don't receive what has been advertised, ************************************************************, this is the twenty-first century, I have had ******* cable, and ******** cable, and never had this issue before with any of them. They should not be able to charge people for dvr service that is not useable. No reason to record to watch a show later, that is unwatchable. I would like a credit on my account for the weeks of shows I have missed because they are recorded but unwatchable, unless Cox has to pay with their wallet they will never fix this issue.

  

  Business Response

  Date: 12/27/2022

  Business Response /* (1000, 5, 2022/11/25) */ We want to thank the customer for taking the time to file her concern. In receipt of this complaint, Cox spoke with the customer on October 21, 2022, a technician was dispatched to her home and swapped out the DVR equipment at no charge. The customer's account was credited for 2 (two) months DVR service and we believe she is satisfied with our efforts to resolve this matter. We sincerely 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

• Initial Complaint

  Date:11/02/2022

  Type:Customer Service 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 is trying to charge me a one time fee of $*** for whst at first was stated as a just that with no explanation. I then chatted with them and they said it was due to changing services during the bill period which was never told to me by the agent nor agreed upon. I argued it sobthey say let us do sone digging snd cone back and say its due to my 6 yearbold modem not being returned even though the agent specifically told me not to return it. They will not send me a return kit because they said the system will not let them which proves my point that this chargr is completely made up and i should not have to pay it

  

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/11/09) */ We want to thank the customer for taking the time to file his concern. In receipt of this complaint, Cox was not able to connect with the customer via phone or email. A Cox representative did speak with the customer on October 25, 2022, regarding a similar concern ¬and we believe he is satisfied with our efforts to resolve this matter. We sincerely 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

• Initial Complaint

  Date:10/25/2022

  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.

  After a 5 agent, 2hr, 2 day ordeal to resolve an agent lying to me about my bill and the equipment that I returned, my bill from COX has been confused and in error ever since Sept 2022. I returned several cable boxes and changed my services to receive a lower monthly bill just to find out that my bill was exactly the same and that the equipment was still on my account. I was never credited for the equipment charges and because of the fiasco ended up canceling TV services all together. It was explained to me that the agent lied to me about pricing and did not complete his job on my account. Oct 20th I spoke to another agent after my internet services were suspended. My bill was **% higher than it should have been and I was not paying it until it was resolved. After going through the bill, the agent said that there was a $** mistake on the bill (again!) and stated that he was crediting my account the $**. I called back on Oct 23rd to speak to someone about the late payment fees and reconnect fees that I was destined to get because of the bill error and payment dispute. This agent stated there was no $** credit on my account and that I shouldn't be getting one anyway as my account looked to be correct. When asked if he could see the conversation I had with the Oct 20th agent he stated that everything was fine. Pressing him further I asked, "did he say I was being credited $** yes or no'" He finally admitted that I was promised the credit but the "system" didn't allow him to do it. I was told by an agent in Sept that my bill would be a certain price and later found out that I was given lip services and no real resolution, and now in Oct I was lied to again about charges that didn't belong and was being lied to by an additional agent about how I just needed to accept the charges. I am constantly having to call, call again, and check up on the statements and services COX gives/tells me.

  

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 5, 2022/10/26) */ We want to thank Kevin ***** for taking the time to file his concern. In receipt of this complaint, Cox spoke with Kevin ***** and we believe he is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Thank you. Consumer Response /* (2000, 7, 2022/10/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) A COX rep contacted me about the billing issues, listened to my complaints, and made reasonable accommodations to resolve the matter. Having been listened to, and given feedback on what steps both sides can take to prevent this from happening in the future, I believe the matter was handled fairly and appropriately. I'd like to thank the rep who worked with me today and for taking my concerns seriously.

• Initial Complaint

  Date:09/16/2022

  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 changed internet providers from Cox to ************ on August 10th, 2022, I contacted Cox, sometime after this date but not before the end of August and informed them that I needed to cancel my account through them and make sure there are no further charges. On that date, I spoke with one agent who stated that the concern was addressed and there would be no further charges however I needed to chat with collections to set up a payment arrangement to ensure that the account balance was taken care of. I was transferred by that agent to a collections agent and set up a payment arrangement for 08/29/2022 for ****** dollars per my conversation with that agent and was under the impression it was being resolved. Due to the guidance, I was given, I figured this was all taken care of and good to go but then I received collections call from Cox on 09/16/2022 stating that I owed them money. I logged into the Cox account via the app, and it stated that I owed them over $****** (I cannot recall the exact amount) so I started a chat session with them immediately. I was informed that they do not see that chat message anywhere and what I was saying was false and I only agreed to make a payment arrangement with them, not stop using their service. I then asked them if they check my account they could see my account has no activity etc. due to my switch of providers to help them see what I was saying was true. I then asked them for my chat transcripts so I could formally submit a complaint and attach the documents and was informed they would not accommodate my request. I informed them that as a consumer I have a right to request my data and need it for filing a complaint and they denied my request stating that I have the option at the time of closing a chat to request the transcript and I should do it then which does not help me when historical issues arise. Cox was not helpful, did not appear to want to help and appeared to not care about my rights as a consumer.

  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/09/21) */ We want to thank the customer for taking the time to file his concern. In receipt of this complaint, Cox spoke with the customer on September 20, 2022, after review of Cox chat records, we determined the correct disposition of his account. We believe he is satisfied with our efforts to resolve this matter. We sincerely 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

• Initial Complaint

  Date:08/27/2022

  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 got a bill for ****** even tho I have been told I have a credit of over ****** have even had Sr. Tech' here. Nothing they do is working and one hand does not know what the other is doing. Called the Office is the ****** they say I do owe that **** but Sr. Tech Darla ****** told me of the said ***+ Credit as it still is not working properly. Tired of having to have them come to fix things over and over! I supposely have complete care so no services charges to be applied but still receiving bills. Really tired of their stuff does not work... Really need someone to help me get to the bottom of this! I have had so many service tech's here over the last year. I just want to go back to *********** and ************ such Cox's equipment doesn't work.. Really wish they all would tell me the same things as one hand does not know what the other is doing with that Company !!! I have asked for hard wire things and still nothing. Really need someone to help me get this stopped! As they are not handling this situation properly at all! Can't see getting a credit for not having service and then they bill me ****** for services that DOES NOT WORK. Hopefully someone from the BBB can help me get this figured out..

  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 8, 2022/09/13) */ We want to thank Sandy ******* for taking the time to file her concern. However, we have expressed we are delivering the best services and support we can. She has elected to opt for an alternate service provider. Should she wish to discuss this matter further or complete the disconnect, she can reach a Cox representative by calling **************. Consumer Response /* (3000, 10, 2022/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again they brush you off and act as if you are no one and they collect people's money and provide no good service or refund this is garbage. I will never refer anyone to Cox for service ! I feel they owe me money ! At least 2 months of the billing back !

• Initial Complaint

  Date:08/16/2022

  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.

  Service outages have occurred during July and August. Further: "Basically Cox has no idea what's causing the issues in *******. They do know that it's impacting almost everything on ********** from ***** to *****. They've replaced a bunch of equipment, done a bunch of repairs, and stuff still doesn't work. THE ONLY WAY TO FORCE COX TO FIGURE THIS OUT IS TO CALL/CHAT WITH THEM AND DEMAND A STATEMENT CREDIT ****EVERY SINGLE TIME**** YOUR INTERNET GOES OUT!!"

  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/08/22) */ We want to thank the customer for taking the time to file his concern. In receipt of this complaint, Cox spoke with the customer on August 16, 2022. We reviewed his service outage concerns and compensation applied for his intermittent service. We believe his is satisfied with our efforts to resolve this matter. We sincerely 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 Consumer Response /* (3000, 7, 2022/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) A provisional No at this point. Last service interruption occurred 8=15-22, so in my opinion it is too early to tell if a permanent solution has resolved the issue. The Executive Escalations Specialist has been quite responsive and helpful with follow up calls to see if any further interruptions have occurred.

• Initial Complaint

  Date:08/12/2022

  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.

  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:

  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 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