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

  111 Comstock Parkway Cranston, RI 02921-2002

• 

  Cox Communications

  683 E Main St Meriden, CT 06450

• 

  Cox Communications New England

  1400 Lake Hearn Dr NE Brookhaven, GA 30319-1464

• 

  Cox Communications New England

  1224 N Main St Providence, RI 02904

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:09/26/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I accidentally made double payment to Cox Internet for the month of Sept. I made a payment of ****** on Sept 10, 2022, and automatic payment of ****** came out of my debit card on Sept. 15, 2022. I realized the error on Sept 16, and called to request the payment be returned. I sent a screenshot of the payments from my bank account. When I called on the 17th, I was told my request had been accidentally marked as completed and closed. The person I spoke to kindly corrected the mistake and reopened the claim, telling me I should have my money within ***** hours. I called the next day, the 18th, to check on the status of my claim. Nothing had been done, so my claim was reopened again, and again, it would take ***** hours for my money to be returned.In the meantime, I am home, recovering from major surgery, and trying to survive on 60% of my regular pay. I realized this mistake had happened while I was in the grocery store, checking out. I had to leave my groceries behind. I can't go back until this money is returned to me. While all the customer service reps were very empathetic, no one was caring enough to return my money in a timely manner. I called back on the 19th, 20th, and 21st. Each time I was reassured my money would be returned within ***** hours. At this point, I have already been waiting 144 hours. Cox Communications are holding my money hostage. With the refund, I will still be a month ahead on payments. They have no acceptable reason to withhold my money other than incompetence.

  Business Response

  Date: 09/29/2022

  Dear BBB,
  
  Cox Communications (Cox) is responding to the complaint filed with your office on September 26, 2022, with the assigned BBB complaint ID of ********.

  
  A Cox Executive Escalations Specialist contacted our customer on September 28, 2022, in response to their complaint. Our customer indicated that they received their refund on September 22, 2022.

  
  Cox apologizes for the delay in our customer receiving her refund. We appreciate our customers patronage and look forward to providing her with entertainment and communication services for the foreseeable future.
  She has been provided our Executive Escalations Specialists direct contact should she have additional questions or concerns regarding to this matter.
  
  Respectfully,
  
  The Cox Executive Escalations Team

• Initial Complaint

  Date:09/07/2022

  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.

  I made a payment to Cox communications on August 29th and on September 1st they took additional payment out that I did not authorize when I called they said it would be refunded back to my checking account Tuesday September 6th it was not so I called again they now Said they don't do refunds the credit goes to the account I explained to them I need the money back in the account I have 2 checks coming in that will bounce they did not care told me to call my bank which I did and they filed a claim but I'm still out $296

  Business Response

  Date: 09/12/2022

  Dear BBB

   

  We have made initial contact with our customer and are working with her to resolve her issue. 

  Thank you for the opportunity to address our customer's concerns 

   

  Respectfully 

  Executive Escalations NE Region 

  Cox Communications Inc. 

  Customer Answer

  Date: 09/12/2022

  [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:08/27/2022

  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 attempted to cancel Cox internet on July 20th, and thought I had done so after speaking with a chat agent. However I learned that my service was not cancelled and I had to reattempt to cancel again on July 25th. Cox would not cancel my service without m telling them why I wanted to cancel. I did not wish to provide an answer to this question nor should I be obligated to answer this question if I want to cancel my service. They should just do it, no questions asked. There is nothing in the terms of service/use about an exit interview and/or being required to answer survey questions prior to cancelling service, yet the chat agent REFUSED to cancel my service until I had provided an answer to the question. This is forced data collection without my consent. I have just received a refund check of $8 based on my service being cancelled on July 25th, despite I was told via chat on July 20th that it was going to be cancelled. I'm requesting an additional refund check be mailed to me based on a disconnect date of July 20th and not the 25th. I'd like it to be noted that Cox is forcing customers to provide consumer data for their own purpose and profit prior to letting any customers cancel their service.

  Business Response

  Date: 08/30/2022

  Dear BBB: 
  Cox Communications (Cox) is providing a response to the complaint filed with your office on August 27, 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 attempted to contact our customer via telephone and email. However, we have been unsuccessful in reaching him. We have provided our contact information, should he wish to discuss the situation further. 
  
  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:08/23/2022

  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.

  I was going through channels last month and seen had show time thought it may be a Promotion so thing anything about it but then something else happened so I called to get it fixed but then I asked about the channel was told it was added last September but couldn't only adjust bill for two months not the whole thing I said I never added it on or Authorize that he said that's the best he could do in my eyes that's a great way to RIP of Customers.

  Business Response

  Date: 08/25/2022

  Dear BBB:
  Cox Communications (Cox) is providing a response to the complaint filed with your office on August 19, 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: 08/25/2022

  [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:08/17/2022

  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.

  I called on 8-17-22 they will not help I would like to cancel my service cause bill went up.They asked for pin I forgot,They ask for st when I was in 3rd grade, I answer ************** st they said wrong???Maybe whoever receives information from me put it in wrong?They will not help

  Business Response

  Date: 08/18/2022

   Dear BBB: 

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

  We have reviewed the customer's information and apologize, although since the customer cannot verify his pin number or secret question we cannot make changes or provide information or access the account. In order to make changes we have advised our customer to stop into one of our Retail store locations and show a license or state ID and the team at the store can assist our customer and  verify all and update the customers account accordingly. 

   

  Respectfully, 

  The Northeast Executive Escalations team 

   

   

   

• Initial Complaint

  Date:08/05/2022

  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.

  On 8/5/22, my internet service went down around 11 a.m. i called cox and they indicated there was a major outage, eta 337 p.m. The thing is, i saw a cox truck roll into my apartment complex at least an hour before i lost my service. at 430, i called and was told that my connection (in an entire apartment complex) was causing the problem and they had to keep my connection down. Here are my issues: 1. They never informed me of this -- i had to initiate the call. 2. The cox dispatch person never came to my door to inform me or try to fix this supposed problem. 3. They are keeping me down until a dispatch time could be found. The best option they gave me was 3 p.m. on saturday. Why couldn't they dispatch a tech on Friday afternoon or evening or Saturday morning? And i am not frustrated because i wanted to watch cartoons; i actually work from home, so the outage they caused and didn't fix, has cost me important work i needed to do. Thank you!

  Business Response

  Date: 08/08/2022

  Dear Better Business Bureau 
  In regard to 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. 
  We have reached out to our customer and addressed 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 BBB has given to us to assist our customer. 
  Northeast Executive resolutions team 
  Cox Communications
  
  

  Customer Answer

  Date: 08/08/2022

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