Complaints

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

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• 

  Cox Communications New England

  9 James P Murphy Ind Hwy West Warwick, RI 02893-2381

• 

  Cox Communications New England

  PO Box 1259 Oaks, PA 19456-1259

• 

  Cox Communications

  683 E Main St Meriden, CT 06450

• 

  Cox Communications New England

  111 Comstock Parkway Cranston, RI 02921-2002

• 

  Cox Communications New England

  1400 Lake Hearn Dr NE Brookhaven, GA 30319-1464

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:07/14/2025

  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.

  Im trying to start Cox service at ****************************************************************************. I currently live in ********, where Cox is not available. My old account is deactivated, and I have no access to login or past bills.I explained all of this clearly to support, but they kept asking me to check the app or visit a Cox store even after I told them Im ***** miles away.I requested a supervisor or executive escalation multiple times. They refused and redirected me repeatedly, ignoring the context of my ************ not asking for anything unreasonable I simply want to start new service, and Coxs mishandling of this is obstructive and *************** requesting a proper resolution, accountability for this mishandling, and compensation in the form of waived fees or service credit

  Business Response

  Date: 07/14/2025

  Dear ****** *******,
  
  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.
  Our Executive Escalation team member spoke with you regarding your Cox account on July 14, 2025, 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 *************************** at **************.
  
  Best Regards, 
  
  COX ***********
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 
  
  

  Customer Answer

  Date: 07/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *** *******

• Initial Complaint

  Date:07/05/2025

  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.

  On July 3rd we had an outage of services in our area since then Ive used the app and my own personal browser to sign up for DETAILS in regards to the outage. IT has been 36 hours and COX has failed to communicate any updates in regards to the outage, we are left in the dark with no phone, to communicate with anyone if there is a emergency, no internet services for those of us that work online. I myself am at risk of losing my income because COX has failed to provide any updates or be transparent with the issues and is not giving us a *** on when the issues will be fixed no documentation saying they have no idea whats the problem is even though they are claiming to work on it. It has been 36 hours and we have nothing this is a poor excuse of a ISP and should be taking out of businesss for malpractice and fraud, even when speaking with agents they ignore you and do not reply back to you and let the conversation die out because they are to incompetent to get anything done at COX

  Business Response

  Date: 07/11/2025

  Dear ***** *********, 
  
  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 *************************** at ************. 
  
  Best Regards, 
  
  COX - ***************;
  
  ---------------------------------------------------------------------------------------- 
  
  The Executive Escalations Team 

  Customer Answer

  Date: 07/11/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:06/30/2025

  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.

  Cox switched my services. Never turned off one and wants to charge me.

  Business Response

  Date: 07/01/2025

  Dear *******,
  

  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.
  

  Our Executive Escalation team member spoke with you regarding your Cox account on July 1, 2025, 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 *************************** at **************.
  
  Best Regards, 
  
  COX West Region
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 

  
  

• Initial Complaint

  Date:06/25/2025

  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.

  I had decided to cancel my Cox **************** due to a monthly cost increase and my securing a service from ********* During my call 2/22/25 to the customer service, I started exactly why I was calling and told representative multiple times to close my account. Each time the *** kept trying to offer me other plans. After 20 minutes of this, I told her to close the account and that I was done talking and I hung up. The next month I get an email telling me my bill is coming due. I call again, get the same run around. Then I was told she didn't have the ability to close the account. This was never stated during the original call. She transferred me to a customer retention *** who continued the run around. After I told her to stop and close the account retroactive to the date of my original call, she said she could not do that and I was responsible for the $81. I stated the service was not used and I would not pay for something I had not used. She threatened to turn it over to a collection agency. Which they now have done and it is hurting my credit score. This type of tactic is unethical and ridiculous. I'm looking to have this collection stopped, my credit score restored, this tactic stop, and an apology from Cox Communications.

  Business Response

  Date: 06/27/2025

  Dear BBB,
  
  Cox Communications (Cox) responds to BBB complaint ID # ******** filed with your office on June 25, 2025.
  
  Cox apologizes to our customer for the recent experiences they encountered when speaking with our representatives regarding their request to disconnect the service. An Executive Customer Resolution Specialist spoke with our customer on June 26, 2025, in response to their complaint and confirmed with the customer that the account balance has been zeroed due to the agent not disconnecting the service on the original date that they ************ addition, we have contacted the credit bureaus and requested this be removed from their credit history. The customer appreciated the quick response and resolution to their complaint. We provided our customer our direct contact information should they have additional questions or concerns regarding this matter.
  
  Sincerely, Cox Executive Escalations Team

  Customer Answer

  Date: 06/27/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:06/20/2025

  Type:Order 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 agreed to offer a $50 discount off my current bill, as displayed on their website and valid until May 2026. This promotion was specifically scheduled to align with the end of my military service. However, Cox is not honoring the original promotion and has reduced the discount to only $20. While this may seem like a difference of roughly $30.49 per month, the total impact over the promotional period will be nearly $360. I would consider switching to another service provider, but all available options require a two-year contract and impose cancellation fees if the agreement is ended early. I have never dealt with a business with so little regard to this commitments, and the effect not honoring them has on others.

  Business Response

  Date: 06/24/2025

  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 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. 
  
  Senior ************* Specialist
  Executive Escalations Support Team

• Initial Complaint

  Date:06/10/2025

  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 purchased a week wifi pass from Cox on line . The pass code they sent to me does not work .The number the provide to text any issues , keeps saying no one is available to help . I must have sent 20 text

  Business Response

  Date: 06/11/2025

  Dear Better Business Bureau,
  Cox Communications (Cox) is responding to the complaint filed with your office on June 10, 2025, assigned ID# ********.
  We appreciate the opportunity to assist a valued customer and apologize for any inconvenience they may have experienced. Providing excellent service is our priority, and we regret any frustration caused.
  Upon review, our Cox Executive Escalation Team contacted the customer regarding their complaint. Our specialist confirmed Cox experienced technical difficulties with our digital support channel, which has since been resolved. Additionally, the customer advised that their refund issue has been satisfactorily addressed.
  Based on our conversation, we have taken the customers feedback seriously and have engaged our digital assist team to improve messaging should similar technical issues arise in the future.
  It is always our goal to provide our customers with exemplary customer service. As a customer service-oriented company, we know that our success depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that our customer has experienced.

• Initial Complaint

  Date:06/02/2025

  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 have BEEN A COSTUMER OF COX FOR ALMOST 50 YEARS and I couldnt afford cable and called to get a better price. The representative said we could offer a phone and your bill would be 158 dollars everything would stay the same and you would have the cell phone, internet, cable, and landline. I said okay that I would take that promotion because it was convenient but that same night I turned my TV on and all of the channels were gone before I was able to see all of the channels after that night I could only see around 13 to 15 channels all the other channels were telling me to call and pay to be able to see them. The next day I called and was waited in line for an hour and a half thats when they started to hang up the phone on me I had to explain to more than 10 people the same problem over and over I made more than 5 calls and each one of them keeps hanging on on me at the end I just called to get my cable all disconnected and get the phone plan taken out and they told me that I needed to pay **************************************************************************************************** THAT EVERYTHING WAS GOING TO STAY THE SAME BUT IT WAS A LIE. im a senior and disabled person, Im blind and wasnt able to take the cable and bringing it to the closses cox store and they just hung up on me now I have no cable and Im still going to get charged for something I didnt want it.

  Business Response

  Date: 06/06/2025

  Dear BBB,
  
  Cox Communications is responding to the complaint filed with your office on June ******, with the assigned BBB*Complaint # ********
  
  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. 
  
  An Executive Customer Resolution Specialist contacted our customer on June ******, in response to their concerns. Upon review, it was identified that the customer chose to cancel the mobile phone order due to inaccurate information provided by our agent.The order has been successfully canceled, and all associated charges have been credited back to the customer.
  
  Should the customer have any further questions or concerns about this issue, they have the Specialists direct contact number.
  
  We appreciate the opportunity that the BBB has given to us to assist our customer. 
  
  Sincerely,
  ********************** ******************** Team

• Initial Complaint

  Date:05/29/2025

  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.

  On May ******* I received my COX Cable Bill, the amount was $146.88, the 1-year promotion of my bill had ended, in which I was paying $119.38. On the same day I went to the local COX store and ask if they had another promotion, they stated they did not, for in store, but their internet site is usually different. I called COX *************) and spoke to a customer service **** and asked if there were any promotions at this time, he found a 2-year promotion for $120.75, I said great, he asked the questions if I agreed to the contract, I said "yes". I asked do I have to pay the $146.88 now and wait for the new pricing for the next billing cycle? He said "No", it would start today, now, I said, "Great"! I asked if you could send me a text and email of the new contracted amount, he sent both, I waited a few days for the pricing to show in the system, just in case. I decided to call and pay my bill today 5/29/25, it's due 6/2/25, I like to pay early. To my surprise, the bill is now $132, I called and asked why is my bill different than what I was told? The **** from the Philippines said taxes, mind you my tax on the bill was $1.88, that's how I knew he did not know what he was talking about, I asked to speak to a Supv., the phone hung up on me, I called back and spoke to ****, from the same country. I explained everything and asked, just tell me where the amount came from, she kept saying, you pay the $132 now and it changes the next billing cycle. I explained in the 10 plus years I have been with COX, whenever I received an update on my promotion billing, when they told me it started today, it started today, it did not start later and if it did do something like this, they fixed it immediately. That's why I wanted a US ****, because the outsourced ****, may not understand the contractual obligations of a business sending out a verified contract then changing the obligations: It's called Contract Alteration (it cannot be modified). Please correct and I will pay.

  Business Response

  Date: 05/30/2025

  Dear Better Business Bureau:
  Cox Communications (Cox) is responding to the complaint filed with your office on May 29, 2025, and assigned ID#********

  
  We would like to thank the Better Business Bureau for the opportunity to assist a valuable customer. We apologize for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
  Our Cox Executive Escalation Team has reached out to the customer in response to their complaint. After reviewing the account, our specialist confirmed that the pricing adjustment was made mid-billing cycle,resulting in a difference in the amount due. The new monthly rate has been verified as the quoted amount.
  

  As a courtesy, we have credited the prorated charge for the first part of the current billing cycle. We recognize that our agent could have provided a clearer explanation regarding the price change and its impact on the customer's bill. We sincerely regret any miscommunication and have taken this opportunity to provide coaching feedback to improve future interactions.
  

  It is always our goal to provide our customers with exemplary customer service. As a customer service-oriented company, we know that our success depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that our customer has experienced.
  
  Sincerely,
  The Cox Executive Escalation Team

  Customer Answer

  Date: 05/30/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******** ****** **

• Initial Complaint

  Date:05/26/2025

  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.

  On my most recent **** of 4/27/25, my **** went up $5 per month from $29.99 to $34.99. The 3/27/25 **** said on page 2 "The regular non-promotional price for services above: $60.00. ********************** $29.99 Your Price Includes the following: Your Promotional Discount of -$30.01 ends on 07/26/2028" This messaging has been on the **** month after month. This means per what they said, my **** should be $29.99 until 7/26/2028 as the discount ends 7/26/2028. When I contacted them about it, their solution was to credit me $30, $5 for 6 months, but this increase will increase my **** by almost $200 total in this time period. I would like them to reduce my **** back to $29.99 until 7/26/2028 as what was originally stated on the ****

  Business Response

  Date: 06/20/2025

  Dear Better Business Bureau,

  Cox Communications is responding to the complaint submitted to your office on May 26, 2025, under BBB Complaint ID# ********.

  We sincerely apologize for the inconvenience our customer experienced while seeking assistance with their billing concerns. Upon receiving the complaint,an Executive Customer Resolution Specialist made multiple attempts to contact the customer and successfully connected with them on June 4, 2025.

  During the conversation, the customer was informed that the current promotional offer was not a fixed-rate plan but rather a time-limited-service discount. As the discount gradually decreases over the promotional period, this resulted in a $5.00 monthly increase in their bill. Additionally, the customer was advised that they are currently on a grandfathered internet package. Once the promotional period ends, they will need to switch to a new package to qualify for any future discounts.
  

  The Resolution Specialist recommended upgrading to the Connect to Assist plan,which includes a free modem rental and an increase in her speed.  While it was noted that future rate changes cannot be guaranteed, the current rate has remained stable since the programs inception during the pandemic. The customer agreed to proceed with the self-installation and was advised to reach out to their Resolution Specialist should they encounter any issues.
  

  We have provided the customer with direct contact information for any further questions or concerns regarding this matter.
  

  Sincerely,
  The Cox Executive Escalation Team

• Initial Complaint

  Date:05/19/2025

  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.

  BBB Complaint Letter **** ****** ********************************************************** *********************** ************ 05/17/2025 Better Business Bureau ************************************* ************** Subject: Service Complaint Against Cox Communications To Whom It May Concern,I am submitting a complaint against Cox Communications due to their failure to provide adequate customer support and data **********************. *********************** mismanagement resulted in a severe breach involving unauthorized shadow copies of my operating system stored on an employees personal device. This practice that was disclosed to me only after the fact. Followed up with a support session for resolution/ Employee identified as ******* L whose real name was ******* shouted at consumer due to fatigue and terminated the support session on his own leaving the operating system exposed to data loss inclusive of credit card information on a two-month-old computer recently purchased. Next, we experienced outages of service further exposing our family to harm. **************** Failures ********************** representatives failed to provide solutions, ignored follow-up requests, and exhibited unprofessional behavior, including a supervisor who resorted to shouting before disconnecting the support session. Despite their obligation to assist customers with ********************** concerns, they have refused to acknowledge the severity of the *************** Impact Due to Coxs negligence, I have incurred over $1,000 in damages, including system replacements, security reinforcements, and data recovery costs.Requested Action I request Cox Communications:- Accept accountability for mishandling my data and provide an explanation for their actions.- Offer proper customer support to resolve the issue.- ***************** damages resulting from their negligence.I appreciate the BBBs assistance in resolving this matter and look forward to their response.Sincerely,**** ******

  Business Response

  Date: 05/22/2025

  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, we were unable to provide an agreed upon resolution as we will not be paying $1,000 for Mr. ****** to purchase a new computer.
  
  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