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, Inc.

  12221 Plaza Dr Parma, OH 44130

• 

  Cox Communications New England

  111 Comstock Parkway Cranston, RI 02921-2002

• 

  Cox Communications

  683 E Main St Meriden, CT 06450

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:11/14/2022

  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.

  I have been paying the $70 I owe for the past 12 months timely. I get an email saying my payment has not been made, so I check my online bill pay and see the payment was issued. I reviewed my Cox account and see $114.02 was owed. I check my recent transaction history and see the payment of $70 posted on 10/28. I review the bill and see they were trying to bill me $184.02 for simply internet, only. I contacted Cox on 11/07 and the representative had no issue to bring the account down to $75 a month again. This brought the additional balance owed down to $81.31. I contacted Cox again on 11/08 and was told by a representative, he was sending the account for an adjustment review and to allow 24 hours for an email. I received a response on 11/11 that stated the request was sent to the wrong department. I called Cox again, and spoke to a horrible rep. ** was rude, showed no empathy and did not try to assist me. ** stated the balance was my fault and he was fine with me cancelling and going to a new provider. ** also stated they do not follow the process the original rep did and literally did not offer any assistance besides telling me the balance was owed. I called back when I was calm and requested a supervisor. The rep had my account up as it was required before the transfer could happen. Once transferred, the call was disconnected. I never got a call back from the rep, or any supervisor which is wrong considering they had my account information. Instead of calling back, I did online chat and this rep was just as useless. The original rep had no issue adjusting my monthly balance owed, so I believe this additional $81.31 needs adjusted and now, with everything I have gone thru, I really expect it. Nowhere on my September billing statement was I told my balance would be increasing next month or I would have called then and handled this. This is poor **************** and I am very disappointed.

  Business Response

  Date: 11/15/2022

  Dear Better Business Bureau,

  
  Cox Communications is responding to the complaint filed with your office on November 14, 2022, 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 their 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 the customer has experienced.
  
  We appreciate the opportunity that the Better Business Bureau has given to us to assist our customer. 
  
  Respectfully, 
  Cox Communications

  Northeast Executive Resolutions Team 
  

  
  

• Initial Complaint

  Date:11/14/2022

  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.

  Internet down continuously. Out now since yesterday without any indication of resolutions. No communication. Charging slit if money for poor service. Entire neighborhoods are out from power incident yesterday that was fixed in a few hours. Cable lines never attended to and continue to not be a priority. Text this morning saying fixed which is a lie. Now says heavy traffic intermittent service till 11/18 which is false there is no internet it has not been fixed. Expecting people to go without for a week? Shame on them. This has taken my security cameras offline as well,

  Business Response

  Date: 11/16/2022

   

  Dear BBB: 

   The Northeast Executive Escalations team responds to BBB Complaint # ********. 

  Our team has attempted to reach our customer to discuss concerns and our customer has not responded. We have provided our department contact information in order to assist if further assistance is needed.

  We appreciate our customer's patronage, and our supervisor is available at the contact number provided in our messages several times.

   

  Respectfully, 

  The Northeast Executive Escalations team

   

• Initial Complaint

  Date:11/13/2022

  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.

  Cox communications we lost phone and internet yesterday at 5 pm. Its sunday at 340 pm still no phone or tv. Im 89 years old live alone and my service goes out at least 1 at week. This is unacceptable for what I pay.

  Business Response

  Date: 11/15/2022

  Dear BBB:
  Cox Communications (Cox) is providing a response to the complaint filed with your office on November 14, 2022, 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 has worked with her to address her concerns regarding her fathers issue to her satisfaction.
  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.
  Respectfully submitted,                                                                                      
  Cox Communications Executive Escalations Team

  Customer Answer

  Date: 11/15/2022

  [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:11/10/2022

  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.

  For almost a week I have been trying to get some kind of resolution from customer service, both over the phone and in person. No one is getting back to me, and in-person I get lip service and empty stares. This is completely unacceptable with respect to customer service for any company. I believe this may rise to the level of negligence on behalf of Cox Communications.After 30 years as a customer with multiple accounts, I cancelled ONE of these accounts and switched my email address to one of my 2 other existing accounts. Sometime later, that account reached maximum email storage. The other existing account had more storage available, so at that time I contacted customer service to have the email switched over to the account in which I pay for the larger storage capacity. At that time, the email worked, but we were unable to access the email portal through Cox.net. A few days later, the emails stopped all together. I personally went down to the store and the service rep, made changes to the account and told me it would be all set later that day. Since then, I have not been able to get into any of my Cox email accounts and it seems all of my saved emails may be lost.The email addresses of concern are:************************************* ************************************* ******************************** All these addresses are attached to important outside accounts such as IRS, Medical, and other federal, state and professional agencies. It is absolutely crucial that my emails are restored immediately to minimize financial loss.

  Business Response

  Date: 11/14/2022

   

   

  Dear BBB:

  Cox Communications Northeast Executive Escalations team responds to BBB Complaint ID: ********. We have worked with our customer and resolved all noted concerns. Our customer has our department contact information in the event further assistance might be needed regarding this issue. 

  Respectfully, 

  The Northeast Executive Escalations team

  Customer Answer

  Date: 11/14/2022

  [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:10/24/2022

  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.

  Cox Communication is attempting to charge me twice for my internet service. When the promotion ended on my account I was sent an email letting me know and three days later they upped my bill to $84.00 dollars. I called to talked to the billing department and they told me I had to talk with the customer loyalty department and I did and they gave me a running around on pricing and telling me I had to use their equipment in order to get a better price for my internet, Ive Had my own equipment for two years now with coxs. I got so frustrated after an hour of going around in circles hung up. Called back a day later talked with another loyalty customer service person hoping to resolve the issue.. and they said everything the person told me the day before wasnt true that unless I pay a higher price my service will drop. Im beyond frustrated at this point!! every time you talk to someone at cox you get a different story no one know what theyre doing! Its a big game to them. Four days after my promotion ended I picked a new promotion online with coxs $***** dollars a month. I get a new bill a few days later with the $84.00 charge and the new $***** promo. Im being charged twice. Im being charged the $84.00 from the old promo for one week and ***** for the new. When you try and explain this to a coxs rep. **** pretend they dont understand and tell me I have to talk to someone else!!! gimmicks and games to keeps s******* customers!!!

  Business Response

  Date: 10/26/2022

   Dear BBB: 

   

  Cox Communications Northeast Executive Escalations team responds to BBB case #********. 

  We were able to address our customers billing concerns to customer satisfaction. Our customer has our departments contact information in the event of any further assistance is needed in respect to this case. 

  We appreciate our customer's patronage. 

  Respectfully, 

  The Northeast Executive Escalations team

• Initial Complaint

  Date:10/18/2022

  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.

  Over the summer we were experiencing extensive and long lasting outages of internet and cable service from Cox. After contacting them multiple times with no relief we decided to switch providers. Before canceling we reached out to customer service to tell them our intentions and was assured that the final remaking balance of $90 would be credited. After returning the equipment to our local Cox store the employee said the $90 credit was still pending however weeks later the $90 increased to $255. Recently I received a notification from a credit reporting agency that a company named ************************** fraudulently opened a collections account. Never received any correspondence or calls from these sham companies either. Please help

  Business Response

  Date: 10/20/2022

  Dear Better Business Bureau:

  
  Cox Communications (Cox) is responding to the complaint filed with your office on October 18, 2022 and assigned ID#******** .

  
  The Cox Executive Escalation Team attempted to contact our customer in response to their complaint.Unfortunately, we were unsuccessful in reaching them. Based on Cox's research findings, the disputed write off balance associated with the consumer's former Cox account is valid.
  
  If our customer would like to speak with us regarding their complaint and concern, they can reach our Executive Escalation Team at the phone number that we provided in the email that we sent them.
  
  Sincerely,
  The Cox Executive Escalation Team

• Initial Complaint

  Date:10/17/2022

  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.

  For 4 months, I have received poor internet service, starting in July of 2022. I have contacted cox multiple times through their online chat and through telephone. They usually credit my account $15-$20 off of my bill. I have explained multiple times that I work from home and I am going to lose my job over this. Fast forward to the month of October, I have had to miss a week worth of work spread out across the month due to having NO service. Internet outages and whatever else. They have already sent out a technician who claims to have fixed the issue, well the issue isnt fixed and I am forced to miss yet another day of work. Thats a total of 8 days this month due to having no internet. I contacted them yet again (which all of my contacts are visable in their system) I explained the issue and that I am not paying for a service I do not receive. Let alone the fact I Cannot pay for it due to missing so much work over THEIR service. The manager I spoke with was very rude, unappoligetic and told me that crediting my account for the month does not fix the issue they will send a field tech out. I told her, thats fine, send them lets fix the issue but in the meantime I am not paying a bill for something I am not receiving. She told me call the BBB so here I am contacting you guys. I feel scammed out of money for MONTHS, I have witnesses, people that have came to my home and can see I dont have internet. I even told the lady on the phone when she tried to say, you have fantastic service I said well then come on over and see for yourself that I have absolutely no service.

  Business Response

  Date: 11/03/2022

   

  Dear BBB: 

  Cox Communications Northeast Executive Escalations team responds to BBB case # ********. 

  We have worked with our customer to their satisfaction. Our customer has our supervisor's contact information in the event further assistance maybe needed regarding their service issue.

  We appreciate our customer's patronage. 

   

  Respectfully, 

  The Northeast Executive Escalations team 
  

• Initial Complaint

  Date:10/17/2022

  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.

  Cox has changed there options ro return a mini box. fine...but there is no area close to return and they will not send a return label for the box.,,,,,so, i will have to drive to the nearest *** or cox store to drop off the box...i understand that you must cut business cost...however you need a drop off point near ******** ** good plan but poor decision on remote area....business customer can get there equipment picked up.....

  Business Response

  Date: 10/19/2022

  Dear Better Business Bureau, 

  
  In regard to complaint #********

  
  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 their 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 the customer has experienced.
  
  We appreciate the opportunity that the Better Business Bureau has given to ** to assist our customer. 

  Respectfully, 
  ********* Executive resolutions team 
  Cox Communications
  
  

• Initial Complaint

  Date:10/01/2022

  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.

  On 8-29-22, I called Cox to inquire about getting my monthly rate reduced. I was directed to Cox Customer Loyalty, where I spoke to a rep named **********. While on the phone with this rep, he informed me that our plan was an older plan and we would be able to get a better rate on the newer plans. I was given a new monthly rate of $152 plus ********* from ******, with no change to our services. The rep ******** with me several times that this was processed as we were speaking, and that my new rate would begin next month. Since we were not informed about the new pricing structure, as he stated we should have been, he also agreed to process a $75 credit to our account. This credit was processed but not the new monthly rate. Also he did not document any of this conversation on the account. Tried to get this resolved via chats and phone calls, even with a supervisor, but Cox would not uphold this new rate I was quoted. In fact, the supervisor stated we were already on the "best rate". I asked that they speak to ********* directly and was just told that they would "create a ticket", but absolutely would not apply the new rate I was quoted. I simply cannot comprehend how Cox can renege on something that was already discussed and agreed upon, but conveniently not processed within their system.

  Business Response

  Date: 10/18/2022

   

  Dear BBB: 

  Cox Northeast Executive Escalations team responds to BBB complaint #********. 

  We addressed our customers concerns and our customer was fully satisfied with the resolution. The customer has our department contact for any further concerns with respect to this matter. 

  Respectfully, 

  Northeast Executive Resolution Team 

• Initial Complaint

  Date:09/26/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Resolution of Billing issues and service disconnect by Cox Cable. On 9/2, Cox issued 2 unauthorized charges to my bank account in the amounts of $249.42 and $224.37, even though payment for one of those charges cleared my bank on 8/31. I issued a stop payment to my bank on 9/2, for those unauthorized charges. As a result of my issuing a stop payment, service was disconnected on 9/9. Would like appropriate action taken for the unauthorized charges to my account, reimbursement for the $30 stop payment fee issued by my bank, and restoration of internet and cable service.Thank you, ***********************

  Business Response

  Date: 09/28/2022

  Dear BBB: 

  
  Cox Communications (Cox) is providing a response to the complaint filed with your office on September 26, 2022 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 has worked with him to address his issue to his satisfaction. 
  
  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.
  
  Respectfully submitted, 
  
                                                                                             
  Cox Communications Executive Escalations Team

  Customer Answer

  Date: 09/28/2022

  [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,
  
  ***********************