Complaints

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:10/11/2022

  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 had my internet suspended due to being out of town for work. In August 2022 the bill was paid in full and I went into a 9.99/month "seasonal rate", until June 1, 2023 (I have the confirmation email with all the details I can provide). Starting on Friday Sept 30, 2022- I received and email stating that I had a balance of $42.68 and it was 10 days past due. I called *** number for customer service and got no where. Just a lot of "yeah, but- you owe, but no resolution". I am tired of not being able to communicate with *** in email (they have made it impossible to communicate where there is a trail of communication), so I am filing a complaint since the company has no interest in resolving an issue. For the record- I have NOT been in the house where this service is in Las Vegas since Dec 2021. *** was made aware and has made it difficult to suspend service this time around. The irony is *** can pull up the account and see there is ZERO activity on the account, the customer service people have no interest in acknowledging this. Very disappointing.

  Business Response

  Date: 10/13/2022

  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.
   
  *********; 
  Executive Resolutions
  Cox Communications, Southwest Region

• Initial Complaint

  Date:10/09/2022

  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.

  **************** was unusable from 8/31 to 10/2 was told to wait until the issue was resolved to contact *** for a bill credit. Contacted them today and was told the impact to me was minimal and the credit would be $3x.**. Service is $74.99 + taxes monthly I was without functional service for a month and a few days the credit should reflect that. I had to use my mobile service because *** service was not operational when needed. Add to it the hours I spent on the phone with them confirming the issue I should be asking for more of a credit than just the services I pay for not being operational

  Business Response

  Date: 10/11/2022

  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 Resolutions
  Cox Communications, Southwest Region

  Customer Answer

  Date: 10/12/2022

   
  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:09/29/2022

  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.

  When i started my plan i was supposes to be paying ***** I have been being charged ***** per month. I have acp and they have been crediting the 30 dollars and charging it back to me every month. I keep calling to get assistance and I keep getting the run around. I keep having outages and i work from home and when those outages happen i have to call out from work which is me losing money. I spoke to a supervisor back in May about my cost and it was supposed to be fixed but has not been fixed. Someone needs to contact me asap to rectify this. **********

  Business Response

  Date: 10/05/2022

  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 Resolutions
  Cox Communications, Southwest Region

  Business Response

  Date: 04/06/2023

  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, 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 Resolutions
  Cox Communications, Southwest Region

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 18139552
  
  I am rejecting this response because: ********* was dismissive and she wasnt trying to review all of the facts. Even though I advised *** / ********* to disconnect my services previously she never completed rhe task. She proceded to tell me now that this service has continously been billed to me even though my modem has been unplugged for months and I have been using ******* that I will still be responsible for a balance for something I dont even use. She stated she will only disconnect the service and still has not done that either. Now I will most likely get a negative credit rating for something that is no fault of my own. Something that ***/********* doesn't want to take accountability for. This is basically trying to rob me of my hard earned money twlling me I still have to pay something I never used
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/13/2023

  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,we were unable to provide an agreed upon resolution. After further review, our records indicate that *** never received a request to disconnect service from the customer and all billing issues have since been resolved.

  We appreciate the opportunity that the BBB has given to us to assist our customer.
  
  **********************
  Executive Resolutions
  Cox Communications, Southwest Region

• Initial Complaint

  Date:09/28/2022

  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.

  Tried to cancel in 2021. They kept hanging up on me. So I went in in person to cancel. Everything was supposed to be set To go. This month, I realized that they are still billing me monthly since 2021. I called to cancel services and get a refund since they have been billing myself and my old roommate for this account. They have 'dropped' my call 4 times now and have not canceled it. They never turned off the account. They are making me go through the retention department to cancel, I am currently talking to them now and they are refusing to help/ refund me even though they have been billing myself and my old roommate for one account since 2021. They gave me several numbers below. I have called them both along with 5 other calls to ***, just trying to cancel service and be refunded. ********** then options1 1 4 1 **********

  Business Response

  Date: 10/04/2022

  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 Resolutions
  Cox Communications, Southwest Region

  Business Response

  Date: 10/25/2022

  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 Resolutions
  Cox Communications, Southwest Region

  Business Response

  Date: 02/28/2023

  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 contacted the customer directly to address their concerns and are working to provide a successful ********************* 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 Resolutions
  Cox Communications, Southwest Region

• Initial Complaint

  Date:09/20/2022

  Type:Product 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 9/15/2022, my internet service stopped working due to unknown reasons. *** was contacted and could only schedule a technician to come out on 9/17/2022. The technician came out to troubleshoot and informed me that the optic fibers wires were crushed. He was able to reconnect the internet. On 9/18/2022, the internet connection went out again. *** was contacted and asked if someone could assist with the issue. Three technicians were already on the property that day servicing another home, but could not come to assist with my internet reconnect. A technician came out on 9/19/2022 at 5:30 pm and immediately stated that he was a residential technician and I needed a maintenance technician. I explained to the technician that the previous *** representative stated that the optic fiber wires were crushed and needed repair. The technician stated that major repairs were being completed in the area and he could not do anything. At 8:00 pm, I received a text from *** stating that the repairs were completed and the internet was up and running. After resetting my internet equipment, I saw that there was still no internet connection. I contacted a *** representative and requested a technician come out on 9/20/2022 to connect my internet service. The *** representative stated that a technician could only come out on 9/22/2022. I then asked to speak with a Supervisor. The *** supervisor conducted remote troubleshooting and came to the conclusion that the internet was not connecting to our home. My neighbors on my left and right both have internet service, which was communicated to the *** Supervisor. Our home is a new development and the developers (*****************) subcontracted Cox communications as the only internet provider for our HOA Willow ***** I would love to switch to another internet provider, but cannot. *** knows they are the only internet service provider in my community and is abusing their leverage over me and possibly other home owners in my community.

  Business Response

  Date: 10/03/2022

  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 Resolutions
  Cox Communications, Southwest Region
  

• Initial Complaint

  Date:09/13/2022

  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.

  Been using *** internet without any issues until this whole NO CONNECTION VERY SLOW CONNECTION after week reboots the modem call tech they said it was the cable modem issue I have 5 extra modems tests it replaced with the same issue. I have contacted them spending at least 8 hours trying to resolve then I request cancel since they weren't able to resolve my issue and if you look at https://downdetector.com/status/***-communications/las-vegas/ everyone is having same problem and the *** app doesn't show anything there was an outage until this morning saying via text outage! they are not providing stability after I request to cancel they said I have to pay for ETF EARLY TERMINATION FEE! which it's because they can't provide a stable service as I work from home!

  Business Response

  Date: 09/19/2022

  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 Resolutions
  Cox Communications, Southwest Region
  

• Initial Complaint

  Date:09/01/2022

  Type:Product 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've been a customer of Cox Communications for approximately 5 years. I changed my services and renewed a contract on 08/26/2022. I'm now paying for internet speeds up to 1000 mbps. I'm only receiving below 200 mbps of internet speed. On 08/26/2022 purchased a brand new modem (******* *****) that is actually listed on Cox's website as a modem that capable of speeds of 1000 mbps. A technician from Cox visited my house on 08/27/2022 and after a thorough inspection told me my modem and all my wiring is fine. The problem relies on some hardware from the street that Cox maintains. He told me the issue should be fixed in about 24-48 hrs. Nothing has been done. Cox's customer service has been terrible. Every representative tells me something different. I just get bounced around and nothing is being done. They are telling me a technician can visit again in 3 days, but that it will be a "special technician" and that it will cost me $100. I told them someone needs to come to my house and fix the internet I'm paying for immediately at no charge. This is a scam and definitely an absurd practice.

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 6, 2022/09/12) */
  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.
  
  Stephanie B.
  Executive Resolutions
  Cox Communications, Southwest Region
  
  
  Consumer Response /* (2000, 7, 2022/09/10) */
  This has been resolved. Thank you.

• Initial Complaint

  Date:08/30/2022

  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 recently moved from Las Vegas NV to **************** Co. Since I was moving out of state I cancelled my internet service that was provided by Cox Communications. Upon cancelling my service I turned in my equipment at a Cox Communications store. Even after returning my equipment I kept receiving notifications from cox that my equipment needed to be returned. The problem I am having is that this equipment was already returned to the Cox. I have spent numerous phone calls and chats with tech support to try and get this resolved as of today I have received an email from Cox stating that my account is going to be turned over to collections. I once again called the Cox support line and spoke with a representative who informed me that the missing equipment was not from my most recent move but rather equipment from a house I moved out of 2 years ago. This equipment was returned during this initial move and has never been on my account or any indication of a problem since then. Now 2 years later Cox is trying to make me pay for 3 modems. It is outrageous that they can make these charges for equipment from 2 years ago with no recourse for me, as well as the fact it is for 3 modems. Why would someone need 3 modems at their house? This is obviously a mistake in their system but they take no accountability. Without a receipt for returning my equipment, from 2 years and 2 moves ago, I am out of luck according to customer service.
  

  Business Response

  Date: 09/18/2022

  Business Response /* (1000, 5, 2022/09/01) */
  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.
  
  Sharon
  Executive Resolutions
  Cox Communications, Southwest Region

• Initial Complaint

  Date:08/26/2022

  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 have been a Cox customer for many years. My bill continues to rise over and over. Sometimes more than once in a year. I am paying $400 for Cable and internet. The internet always as issues and runs slow to be so high in cost. The cable has blackouts often and has to reboot.
  
  I can't afford to continue to pay these escalating prices. I've been a long-time customer and feel that I should have some sort of consideration with these rates. Why is it necessary to have such high rates? I get that cable is not necessary but internet is for my children's school. I truly need help with this matter.
  

  Business Response

  Date: 09/18/2022

  Business Response /* (1000, 5, 2022/08/31) */
  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.
  
  Gary L.
  Executive Resolutions
  Cox Communications, Southwest Region

• Initial Complaint

  Date:08/25/2022

  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.

  Dates we've reached out to Cox: 6/1/22, 7/11/22, 7/13/22, 8/18/22. It has become monthly occurrences.
  
  My fiance and I live in The ******** Apartments and are forced to be in contract with Cox. We pay $102 per month for internet and cable television. This complaint is regarding the internet only.
  
  The last 3 months internet connection has been horrible. We've disconnected over 20-30 times in 1 day. My fiance and I both work permanently from home and rely 100% on the internet to perform our jobs. My fiance has been in multiple important work meetings and have disconnected over 4-5 times in the span of 30 minutes. It costs me a lot of money every time I disconnect.
  
  We've had Cox come out twice to our apartment. The first time there was no resolution. The second time was slightly better because the agent was actually helpful, BUT the internet disconnection issue is still not resolved. Every time we reach cox customer service they say Cox is fixing the wiring outside our place. It's been ongoing for 3 months (or longer).
  
  We are paying for a service that we don't even receive. As I'm filing this complaint I disconnected more than 5 times. It has become very difficult for us to perform our jobs just because of unreliable internet and false reassurance their customer service team provides us. I've been having to use my cellular mobile hotspot just to work through the day because of Cox disconnection issues.

  Business Response

  Date: 09/18/2022

  Business Response /* (1000, 5, 2022/08/31) */
  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.
  
  Karen S.
  Executive Resolutions
  Cox Communications, Southwest Region