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Business Profile

Cable TVs

Cox Communications New England

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cable TVs.

Complaints

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

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Cox Communications New England has 7 locations, listed below.

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    Customer Complaints Summary

    • 256 total complaints in the last 3 years.
    • 88 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/18/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      [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,

      *******************n 24 hrs to request the ** promotion 3p video discount. During this call i was verbally told that I got the same promotion for the same services for the same price I am currently paying. I call to follow up today 4-18-2023 and I spoke with a nice gentleman named ***** at approx between 11:00 am -12:00 pm est. I advised ***** about my call with ******* and also advised that i had requested ******* to document the call so the next representative would see what we had discussed. ***** advised there was a note about a $30.00 reduction. He also advised that for today's promotion on 4-18-23 the best he could offer me for what I currently have is $185.69 per month. I would like cox to honor the price of $156.48 fur the services I currently have since I did receive that verbal confirmation with *******. I would like to request cox pull up the conversation on 4-17-2023 for customer ******************* account number ******************. I was advised this is a 24 month promotion deal and I would like to accept that offer.Thank you.

      Business Response

      Date: 04/21/2023

      Dear BBB: 

      Cox Communication's Northeast Executive Resolution team responds to BBB Case# ********. 

      We have worked with our customer and provided a resolution to the concern noted in this case. The customer agreed on 4.21.2023 the matter is resolved to their satisfaction.

      Respectfully, The Northeast Team 

       

    • Initial Complaint

      Date:03/06/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In the last 30 days I have lost Wi-Fi and cable services 3 times (service outage) its supposedly called. I call the cox phone # and they are no help and frankly dont care.I work from home. I lose the ability to work when WI-FI is down. Ive been reprimanded because of Cox Communications. I have to beg for a credit and convince them I deserve one for a service I pay a significant amount for and shouldnt. Is cox going to reimburse me for my reputation that has suffered? My daughter has online classes for College. She has missed many classes due to these outages. Cant access college applications because her IPad is only Wi-Fi usable. Is Cox Communications going to reimburse me for tuition Ive paid.As a customer I receive no ********************** from **********************. No emails or letters describing what has happened, what the problem is, and if its been fixed. Its up to the paying customers to inquire and beg for account credits.Cox has failed on so many levels. While at the same time raise all their monthly billing rates. Conclusion:I want significant reimbursements for the huge inconvenience, missed college classes and homework and professional career being tainted. Hold yourselves accountable. Otherwise youre not professionals. Keep this up and Ill be leaving after 20 years as a customer.***********************

      Business Response

      Date: 03/08/2023

      Dear BBB:
      Cox Communications (Cox) is providing a response to the complaint filed with your office on March 6, 2023 and assigned ID# ********.
      We are sorry for the frustrating experience reported by this consumer and welcome the opportunity to address their concerns.

      Our Executive Escalations Specialist has contacted our customer to address his concerns. We have identified there were issues related to the service which have been repaired. We are also currently monitoring his service run to ensure no further issues.

      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 the customer has experienced.

      We appreciate the opportunity that the BBB has given to us to assist our customer.

      Respectfully submitted,
      Cox Communications Executive Escalations Team

    • Initial Complaint

      Date:03/03/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      [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,

      *****************************unt of 276$ for hours missed at work. I pay my bill every month but now BILLS WILL GO UNPAID BECAUSE I HAVE NO INTERNET AND CANT DO MY JOB!

      Business Response

      Date: 03/13/2023

      Dear Better Business Bureau,
      Cox Communications is responding to the complaint filed with your office on March 3, 2023, with the assigned complaint ID of #********
      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.
      We have reached out to our customer to address her concerns.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 our customer has experienced.

       

      Respectfully,
      Cox Communications Northeast Executive resolutions team

    • Initial Complaint

      Date:02/25/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      *****

       

       

      I still have not been contacted. This is serious. There is an issue with the contour boxes obviously. And no one seems to care at all. Never-mind the fact I just lost $650 for the tv that is now broken. I am so disgusted. Something needs to happen because this is not safe and could have been SO much worse.

      Business Response

      Date: 03/02/2023

       

       

      Dear BBB: 

      Cox Northeast Executive Escalations team responds to the customer's information for the ******************** case#********.

      Our customer has been working with our Damage Claims area. The customer advised the damage claims contact that a review at the home premises was not an option at this time. Since this would be an insurance matter in order to assist our customer properly a review at the residence is an important component of assisting the customer per our damage claims team's insurance policies.  Since this could not take place, the damage claims contact advised our customer to get a new box, which the customer did and for the time without service the customer had been given a prorated adjustment for the cable services. In addition, an email update was sent out to our customer from that team advising that the case was closed. If our customer needs further assistance regarding this matter the supervisor of that department can be requested and would be glad to review all again.  Unfortunately, a credit to the account for good relations to the account is not warranted as it is an insurance type matter which again would need a review and determined as such for any type of reimbursement if one- under a claim.

      Our apologies for an inconvenience and we appreciate our customer's patronage.

       

      Respectfully, The Northeast Executive Escalations team

    • Initial Complaint

      Date:02/15/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      We lost our internet and telephone connection to Cox Communications on 02/08/2023. We called Cox, a repair man came on 02/10/2023. He found nothing wrong with the equipment inside the house and said he would put in a ticket for a outside repairman to come. On 02/11/2023 I called Cox asking if a ticket was submitted and when would someone be out to repair things. The Cox person said a person would be out on 02/13/2023 between 8am and 10am. The repair person came but he again could only work on the equipment inside the house and the problem is outside. I asked when outside person would come, he couldnt say except soon. I called Cox Communications and spoke to four people, no one could or would say when someone would be coming to fix the problem. End result is we have no internet or phone for eight days and Cox refuses to say when service will be restored.

      Business Response

      Date: 02/17/2023

      Dear BBB:
      Cox Communications (Cox) is providing a response to the complaint filed with your office on February 15, 2023, and assigned ID# ********.
      We are sorry for the frustrating experience reported by this consumer and welcome the opportunity to address their concerns.

      Our Executive Escalations Specialist has contacted our customer to address his concerns. We have been able to place a temporary span of cabling to restore service as we work to repair the span of cabling that affected his service. Our customer does have our specialists contact information and will continue to be informed of the progress of our permanent repairs.

      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 the customer has experienced.

      We appreciate the opportunity that the BBB has given to us to assist our customer.

      Respectfully submitted,
      Cox Communications Executive Escalations Team

    • Initial Complaint

      Date:02/14/2023

      Type:Order Issues
      Status:
      Resolved
      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.
      [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,

      *************************

      Business Response

      Date: 02/17/2023

      Dear BBB:
      Cox Communications (Cox) is providing a response to the complaint filed with your office on February 14, 2023, and assigned ID#********.
      We are sorry for the frustrating experience reported by this consumer and welcome the opportunity to address their concerns.

      Our Executive Escalations Specialist has contacted our customer and addressed his concerns. 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 the customer has experienced.

      We appreciate the opportunity that the BBB has given to us to assist our customer.

      Respectfully submitted,
      Cox Communications Executive Escalations TeamTell us why here...

    • Initial Complaint

      Date:01/26/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      [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,

      ***************************people to deal with them. They should provide an easier way to do things and a way for me to get this charge off of my bill.

      Business Response

      Date: 01/30/2023

       

      Dear BBB: 

       

      Cox Communications Northeast Executive Escalations Team responds to BBB Complaint ID: ********. 

       

      We assisted in making a special arrangement for one of our technicians in the area to go to the home who was in the area and who could pick-up the customer's return modem. This matter was addressed on 1.28.23.

       

      Respectfully, 

      ************* Executive Resolution Team

    • Initial Complaint

      Date:01/18/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      [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,

      *****************************internet providers, has it's own verification set up process with ID.Me. The only way the *** people will know that I want to go with cox is via cox's website www.cox.com/acp. However the website is broken and remains broken and the ability to "apply now" is non existent. Even their very own tech support logged me into their acp site and saw firsthand that I was unable to "apply now", but that is all they could do and refered me to cox's *** **** whom also had no solution. Due to financial hardship I need the *** benefit so that I may be able to connect with my family and circle of friends. I am disabled and cannot get out much so I need the internet to keep in touch.+

      Business Response

      Date: 01/26/2023

      Dear BBB: 

      Our Northeast Executive Escalations team responds to BBB # ********.

      We did not receive an online email from your office as we normally would and just received your BBB correspondence to one of our care centers that our team just received. We did get this issue via another path and worked with our customer already to resolve the requalification issue as our customer had explained as shown. The customer has been provided one of our supervisors contact information in the event anything further is needed regarding this process. This matter has been addressed.  

      We appreciate our customer's patronage. 

       

      Respectfully, The Northeast Executive Escalations team

       

    • Initial Complaint

      Date:01/18/2023

      Type:Billing Issues
      Status:
      Answered
      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 a collection on my credit report for Cox Account#*********** for an account opened in 11/30/2020 at an address (********************************, ********, ** *****) that I never approved, nor opened. The account disconnected (02/15/2021) & has gone to collections with (********************* - File#*********) for this account. The collection is for $232.39 (for final ***************** that are stating I owe. I dont have access to internet nor an ********* want to report this as Fraud/Identity Theft. I spoke to the ****************** at ***************************** stated they put in a Fraud Claim #KSR000012865781 for me but they were not able to connect me to any **************** where I could send a Police report & Proof of ***************** of ********* I would like a Rep from the **************** reach out to me directly at my phone#******** or send me a form to fill out & return (with an address to the ****************) so that I may dispute this collection for Identity Theft.

      Business Response

      Date: 01/27/2023

      Cox's Executive Escalations Team submits the following response to this complaint.

      We would first like to apologize to Ms. *********;for the negative experience that you have encountered, and for any inconvenience that you have experienced as a result.

      A Cox Executive Customer Resolution Specialist reviewed the complaint. Our record shows KSR000012865781 was submitted and the response given was for ************ to upload their information to ID-VERIFY.COX.COM which is correct. At this time this is the only method to complete the identity verification form and upload the required documents.

      We would like to thank the BBB for affording us the opportunity to respond to the complaint.

      Respectfully submitted,

      Cox Executive Escalations.

    Cox Communications New England is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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