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Cox Communications New EnglandHeadquarters
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Reviews
This profile includes reviews for Cox Communications New England's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 43 Customer Reviews
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Review fromTodd M
Date: 07/01/2025
1 starTodd M
Date: 07/01/2025
They charged my credit card for the month of June on the 4th $30, and on the 6th I turned my modem in to cancel the service. They said I was only owed $4 back because I was paying for the month of ******* I know you pay for services that you ARE going to receive. Not for what you have already received. Otherwise how could they keep you hostage?So I believe I should get the $28 back ??Cox Communications New England
Date: 07/07/2025
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, our attempts to reach them have been unsuccessful.
Once we can speak with the customer and verify the account, we can address
their concerns and provide a successful resolution.Thank you for your time and consideration.
Melissa
Executive Resolutions
Cox CommunicationsReview fromSean B
Date: 05/15/2025
1 starSean B
Date: 05/15/2025
I'm not a customer and have never lived in a state where Cox offers service, and they keep sending fraudulent bills in my name to collections. This has been happening repeatedly for several years. I've filed and submitted police reports, done their online fraud form several times, and every time it gets removed from my credit, they sell the known fraudulent bill to another collection agency.Customer service is useless, I was on hold for over 4 hours last night and in the chat for 5 hours. I spoke to 4 different people claiming to be supervisors, and they were all very rude and lied to me. They are repeatedly selling the fraud to **** me and the collection agencies. They must be stopped, it's criminal negligence at the very leastCox Communications New England
Date: 05/20/2025
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.Review fromIndia C
Date: 01/11/2025
1 starIndia C
Date: 01/11/2025
I made two one time payments on my parents accounts. They were traveling for the holifays and is not signed up for automatic payments. I made this payment via phone with Cox. I was asked if I wanted my phone number and card saved to their account. To which I said no. I have an account with them, myself, where both the phone number and card are associated and wanted no confusion. On January 3rd, Cox charged my card. I called them to see why I was charged this amount as my personal account balance isnt due until a couple of weeks later. At this point I had not realized this was a payment for my parents account. I called them but they were closed. So I decided to do web chat with a live agent. The agent's name was ******. I gave him my account information to look up my account. He could not find any payment for that amount or on that date. He told me my last bill paid was December 12th. I then asked him to look up my parents account as I recently made one time payments for them. He found the payment. I asked him why was my card charged. He repiled that it wasn't an automatic charge. I told him this is not correct and that it was, in fact, an automatic charge.I told him I was the only one to give them my information and that I told them specifically not to save my card. My parents were still traveling at the time and never had my information to make the payment as I made payment myself He then admitted to my card being on file for my parents account. I asked for a refund and was told no several times. ****** told me there was nothing they could do. I then said ok and told him I would be filing a formal complaint. To which he replied that he would submit a ticket and someone would reach out to me within 72 hours. This communication took place in the 11pm hour on Friday, January 3rd, 2025. I have yet to hear from anyone regarding this matter. Today is Saturday, January 11th, 2025. I've waited on phone, email, and/or text communication regarding this and received nothing.Cox Communications New England
Date: 01/15/2025
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, our attempts to reach them have been unsuccessful. We advise our customers who believe an authorized payment was made to our company to dispute the payment with their financial institution.
Thank you for your time and consideration.Senior ************* Specialist
Executive Escalations Support TeamReview fromD. N.
Date: 12/12/2024
1 starD. N.
Date: 12/12/2024
They force you to chat them to cancel your service. And then repeatedly transfer your chat, hoping you will get sick of the hour long wait time and just keep your service.Cox Communications New England
Date: 12/20/2024
Dear BBB, Cox Communications responds to BBB review ID # ****** filed with your office on December 12, 2024.
The Cox Executive Escalation Team attempted to contact our customer in response to their review. Unfortunately, they were unsuccessful in reaching them.
In order for us to properly assist our customer with her concern, it is necessary for us to obtain account verification from our customer and communicate with her directly.
If our customer would like to speak with us regarding her concern, she can reach our Executive Escalation Team at the phone number that we provided in the email we sent her.
Sincerely,
The Cox Executive Escalation TeamD. N.
Date: 12/22/2024
I have no desire to speak with anyone at your company. I have no plans to use their services ever again. I merely wanted my experience documented.Review fromJim F
Date: 12/11/2024
1 starLiterally the worst. I have no choice but to use Cox ****** I ****** as they are the only provider. I pay 100 dollars a month for subpar connectivity. I've brought the problem up multiple times. Each time they try to send someone, for 75 dollars each time, they forget I live on a military base and don't bring their paperwork to get signed on to base.What kind of communications company charges you to fix an issue they are having? Why does the internet slow down or completely go out when it rains or gets too cold? Why, because Cox isn't a communications company, they are a company that feeds on people who just want to use the internet.Something needs to be done about their shady business practices. Customers paying for technicians to fix their problems, paying for unlimited data like this is some mobile phone, and monopolizing an entire area of a city. Literally no other competitors can do business here, unless it's something like ******** or TMobile wifi.Review fromLynn B
Date: 12/02/2024
1 starLynn B
Date: 12/02/2024
We never received internet service from Cox communications. We had lots of difficulties with being able to contact anyone. In addition we were never refunded our $74.00 connection fee. They also charged us $37.00 for which we never saw an explanation of these charges. I would not recommend anyone using this company for their internet needs.Cox Communications New England
Date: 12/06/2024
Dear BBB, in response to the BBB review ID # ****** filed with your office on December 2, 2024.
The Executive Escalation Team attempted to contact our customer on December 3, 2024, via email in response to their review. Unfortunately, they did not have any other contact information, and they were unsuccessful in reaching them. In order for us to properly assist our customer with her concern, it is necessary for us to obtain account information and verification from our customer and communicate with her directly.
If our customer would like to speak with us regarding her concern, she can reach our Executive Escalation Team at the phone number that we provided in our email.
Sincerely,
The Executive Escalation TeamReview fromJESSE C M
Date: 10/31/2024
1 starAs a computer programmer and (was) a repair person, my experience with Cox Communications has been frustrating. For the past three months, Ive dealt with persistent connectivity issues that highlight major gaps in their support system.Last night, I went through every netsh command in sequence, restarting my computer each time, and switching my default browser between ****** Chrome, ********* Edge, and Firefox. This complex troubleshooting process is far too difficult for the average user who lacks technical ******************************** should implement an AI-driven system that recognizes when a user has an active pass and automatically analyzes Wi-Fi settings upon error. This system could guide users through the following options:Reset Network Settings: Provide clear steps for resetting specific settings.Browser Settings: Offer to reset browser configurations automatically.Forget Network: Allow users to easily forget and reconnect to the Cox network.Currently, Im developing a powerful AI script generator that automatically fixes errors in scripts generated by GPT... And at over ****** lines of code this is quite a robust system. This experience gives me valuable insight into designing effective user interfaces that simplify complex processes.If Cox Communications wants to enhance its User interface, Id be more than happy to assist in creating a robust, user-friendly solution that not only resolves technical issues but also improves overall customer satisfaction. (And if you read this in your representative from Cox and you think no we can't do this contact me i'll figure out a workaround to make this possible.).In summary, investing in these improvements would greatly benefit individual users and support families and businesses that rely on consistent internet access.Review fromAlex J
Date: 10/01/2024
1 starCanceled service due to overcharges and account suspended after 3 weeks due to their error. After canceling they are now trying to charge $100 for 3 weeks of service and now sent my bill to collections. I'd stay FAR away from this company. Also, their customer service is horrible. Waited 3 hours on the phone being passed around just to cancel my service.Review fromYve C
Date: 09/26/2024
1 starYve C
Date: 09/26/2024
They go in your account unauthorized and charge charge backs they give you a price to pay to restore service then disconnect you two days later with a balance after was told be credited moving forward they want u to pay then reapply three years of the same scam they take advantage of the connectivity program and make hundreds off **********Cox Communications New England
Date: 09/27/2024
Dear BBB,
Cox Communications is responding to the complaint received from your office on September 26, 2024, with the assigned BBB Complaint ID# ******.
Unfortunately, we were unable to assist the customer due to insufficient contact information. We have sent an email to the address on file, providing our departments contact information for any further inquiries.We appreciate the opportunity that the BBB has given to us to assist our customer.
Sincerely,
********************** ******************** TeamReview fromBrian C
Date: 09/19/2024
1 starBrian C
Date: 09/19/2024
Wow what terrible employees yall hire. Imagine an employee yelling and calling a veteran with a disability you are acting like a little kid. How disrespectful. He did this because I asked for a supervisor because he refused to help with something so simple and he yelled and acted like he hung up but put me on mute for 10 minutes thinking I would hang up geez. I ended up talking to someone and they helped within 5 minutes and resolved the issue. How ridiculous disrespecting a veteran and then continue yelling then act like hanging up to hear silence for 10 minutes knowing he cant hang up.Cox Communications New England
Date: 09/23/2024
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, our attempts to reach them have been unsuccessful. Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution.
Thank you for your time and consideration.
Ben
Executive Resolutions
Cox Communications, Southwest Region
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