Reviews

Review Details

• Review fromMatthew B

  Date: 05/01/2025

  1 star
  Service is less than desirable/unreliable and the prices can only be defined as predatory and gouging.
  This company should be investigated for their consistant price hikes with nothing to show for it. Why would anyone want to sign up for their cell service when their TV and Internet is already unreliable.

• Review fromLawrence W

  Date: 04/30/2025

  1 star

  Lawrence W

  Date: 04/30/2025

  After years of spotty service and poor quality digital TV transmissions, I decided to terminate my service, due to the last 2 weeks of March 2025 being intolerable TV watching (eg screen freezes, digital tears, no audio, etc). Returned the equipment to the Cox store, and yet Cox continues to bill me for the last 2 weeks of their horrible service. Tried to convince them that they should zero out my account because of this situation, but the Cox rep couldn't/wouldn't do so, and after requesting a Supervisor appeal, he put me on hold which of course disconnected me after 3 minutes. Based upon my experience with Cox I recommend the potential subscriber find any other provider for cable television service in the Las Vegas area.

  Cox Communications Las Vegas

  Date: 05/05/2025

  Dear Lawrence ******,
  
  
  
  Cox Communications
  (Cox) is in receipt of your complaint filed through the Better Business Bureau.
  
  
  
  We have contacted you to discuss your concerns, but
  unfortunately, we couldn't reach a mutually acceptable resolution. You have
  rejected our proposal that the outage credit is the appropriate compensation
  and that the remaining balance is valid.
  
  
  
  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 you have experienced, and we are deeply sorry we were unable
  to reach an agreed upon resolution.
  
  
  
  If you have any questions or concerns regarding your
  account, please contact our Customer Service department at
  800.234.3993.
  
  
  
  
  
  Best Regards,
  
  
  
  COX – West Region
  
  ----------------------------------------------------------------------------------------
  
  The Executive Escalations Team
  

• Review fromGiovanna W

  Date: 03/25/2025

  1 star

  Giovanna W

  Date: 03/25/2025

  I have been with Cox for about 20 years, but now it appears that the quality of the customer service has gone way down.
  I had an increase in my bill and contacted chat to see if they had any promotions that could be applied. The chat agent gave me a price per month lower than what I currently pay and then gave me an amount for the prorated first bill, which was almost twice as high as the current bill. The agent wanted me to consent to the change, but I stated I would call the office to speak with someone, as I needed clarification as to why the prorated amount would be so high.
  When I called, the agent I spoke with said there was no promotion of that nature. I then asked to speak with a supervisor about what I have been experiencing today, and as of now, I have been holding for 1 hour and 19 minutes.
  I called on another phone to see if I could get better results from another agent, and after telling her my experience and requesting a supervisor, she has placed me on hold on another phone for at least 30 minutes now. This is a problem because the chat agent intentionally tried to mislead me into consenting to a plan/promotion that was nearly twice as high as the one I'm on, and the agents I spoke with after that stated that there was no such plan available for me.
  It also appears that all their agents are now located out of the United States. I'm very disappointed with the service I have received today, as well as the pricing and attempted deception, and I sincerely hope that I can find another service that will work better for me and within my requirements and price range. P.S. As I write this review, I am still on hold on 2 phones waiting for a supervisor on each one. Very bad service!

  Cox Communications Las Vegas

  Date: 03/28/2025

  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. 
  
  
  
  Jeff F
  
  Executive Resolution Specialist
  
  Cox Communications, West Region

• Review fromAm R

  Date: 02/18/2025

  1 star

  Am R

  Date: 02/18/2025

  Our small business used cox for internet and phone. When we had to dissolve the business we realized that Cox has auto renewed our contract with no notification. They would not let us out of the contract even though we had to close. As of now we have to pay an Additional three months with no service being provided. Please be aware of this if you are on auto renewal.

  Cox Communications Las Vegas

  Date: 02/21/2025

  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. 
  
  
  
  Per our terms and conditions in our contracts, all Cox Business customers are automatically renewed for 12-months unless Cox is notified within 30 days of the fulfillment of the agreement. Within this policy, the customer shall be responsible for the number of months remaining on the contract. Although we were not able to review the account based on the information provided, we strive to assist and encourage our customers to call in to our customer care department for any options that may be available to them. Based on the information from this review, it would appear our agents have offered a reduced early termination fee of three months as opposed to the remainder of the contract.
  
  
  
  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
  

• Review fromJordin L

  Date: 02/10/2025

  1 star

  Jordin L

  Date: 02/10/2025

  I recently moved into my apartment, where Cox was the only internet provider available. I was told that my service included cable, so I went to the Cox store to pick up a cable box. While there, the representatives convinced me to get an extra box so that every room would have one.
  After the internet was installed, I reached out to Cox support, only to be told that the cable boxes I received serve no purpose with my service. Now, I’m out $45 for equipment I didn’t actually need, and I have to go through the hassle of returning them. The misinformation and upselling at the store were frustrating, and I wish I had been given accurate information upfront.

  Cox Communications Las Vegas

  Date: 02/14/2025

  Dear Jordin
  *********:
  
  
  
  Cox
  Communications (Cox) is in receipt of your complaint filed through the Better
  Business Bureau. Let me begin by thanking you for allowing us the opportunity
  to serve you. We thank you for bringing your concerns to our attention. Doing
  so allows us to improve the quality of the service we provide to our customers.
  
  
  
  We have
  reached out to you to address your concerns, however, our attempts to reach you
  have been unsuccessful. Once we are able to speak with you and verify your
  account, we can address your concerns and provide a successful resolution.
  
  
  
  If you have
  any questions or concerns regarding your account, please contact our Customer
  Service department at 1-800-234-3993.
  
  
  
  
  
  Best Regards,
  
  
  
  COX - West
  
  ----------------------------------------------------------------------------------------
  
  The Executive Escalations Team

• Review fromJohn H

  Date: 12/12/2024

  1 star
  On the day my service was suppose to be connected, a salesman called and tried to upsell me on all their various services. I DECLINED every single extra service. After being on the phone for around 20 minutes with him, he stated the final monthly bill will be $xxx. This was $10 more that what I was originally quoted, but I just thought it was taxes or something that bumped up the price. I said "thank you" and hung up. Then I received an email stating something like, "thank you for signing up for our extra service, and you will be charged an extra $10 per month for this extra service". I was absolutely furious....he signed me up for an extra service, costing me an extra $10 per month, that I DID NOT AUTHORIZE!!!!! I lost my ****. I called Cox back and told them that this was terrible and UNETHICAL business practices, and they transferred me around. It took me 45 minutes to get this UNAUTHORIZED monthly charge removed from my account. I am furious with them and their unethical business practices.

• Review fromChris P.

  Date: 12/01/2024

  1 star
  If there’s only a negative star option. Worst *** ISP!! I’ll drop this provider as soon as other ISP become available in our area.

• Review fromMustapha S

  Date: 11/28/2024

  1 star
  COX internet never offered a written contract after a year or two they decide to increase the rate, some how COX have the monopoly to be indegraded when the houses are built in the US.
  Thanks God, Wireless internet like ******** is saving us.
  Stay away from COX

• Review fromMarie S

  Date: 11/26/2024

  1 star
  I would give negative stars if I could. On 11/22/24 the internet and cable stopped working. We called and they said it was an outage so we waited patiently. The next day 11/23/24 still nothing so we called again and it's still an outage. No time given at this point for a fix. The next day 11/24/24 we call and they say it's a network outage and should be back up by 6pm. Nothing is working still so we called tgat same day and made an appt for them to come out and check it. The appt was for 11/25/24. They show up at 615pm and tell me that it's a problem with the cables I. The box on the side of the house causing an interruption to the pole. They can get up there because it's dark outside. We schedule for the next day. We'll here we are today 11/26/24 and this person says our lines have been. Ut and needs to rewire the entire outside of the house. Well nobody has been in our backyard cutting wires. In the meanwhile I work from home and have lost 3 clients because I couldn't work on my home computer. This has cost me over $1200 a month in income and I am a single mother. I was bringing in over 1509 every 2 weeks Now I will be getting get checks for $300 or less because of cox cable. They are liars and I know for a fact our wired were not cut. That's ridiculous. I have 3 dogs that would have been going nuts if anyone was in the backyard doing anything at all period. I look online and there is no outages. So what's really going on Cox Cable? I want answers now not later but right now becausebyou gave depleted my income due to all the days of lies. So today I had to switch phone carriers spend money I don't have to get a new phone just to get a hotspot to use. You owe me a lot of money and an explanation of your lies from your call reps to the contractors you sent here. I will be contacting an attorney this is some BS. You all charge too much for your lousy services and non customer service. It's all lies. Don't trust these people they are greedy devil pawns!!! Lawsuit!!!!

• Review fromJennifer H

  Date: 11/20/2024

  1 star

  Jennifer H

  Date: 11/20/2024

  not happy with the product, the service or the fact they tell you one thing then do another (especially when it comes to charges).

  Cox Communications Las Vegas

  Date: 11/25/2024

  Dear Jennifer ******,

  
  

  We are in receipt of your complaint filed through the Better
  Business
  
  Bureau.
  Let me begin by thanking you for allowing us the opportunity to serve you. We
  thank
  
  you
  for bringing your concerns to our attention. Doing so allows us to improve the
  quality of the
  
  service
  we provide to our customers.
  
  
  
  Our
  Executive Escalation team member spoke with you regarding your account on
  November 25, 2024, and have provided a resolution for the concerns brought up
  in your complaint.
  
  
  
  If
  you have any questions or concerns regarding your account, please contact our
  Customer Service department at 1-800-234-3993.
  
  
  
  Best Regards, 
  
  West Region
  
  The Executive Escalations Team