Reviews

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

close

Find a Location

Cox Communications New England has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

  PO Box 1259 Oaks, PA 19456-1259

• 

  Cox Communications, Inc.

  12221 Plaza Dr Parma, OH 44130

Review Details

• Review frommichael o

  Date: 09/08/2024

  1 star

  michael o

  Date: 09/08/2024

  I received an email from the company advertising "free panoramic Wi-Fi for one year," which sounded great. However, after receiving a bill, I discovered that what they were actually offering was a free modem, not free ************** After not having service for a week, a tech came to the house to repair the problem and while at the house also replaced the older modem at the techs request. The older modem was working fine. At no time did the tech state that the new modem would cost $15 per month. While the new modem is the free panoramic WI-FI, you still have to pay for the internet service plan to get Wi-Fi. The email was misleading, as I expected to have access to free internet, not just a piece of equipment. Transparency in communication would have been appreciated, as this felt like a bit of a bait-and-switch.

  Cox Communications New England

  Date: 09/17/2024

  Dear BBB,

  
  We are responding to BBB Review ID # ****** filed with your office on September 8, 2024.

  
  A *************** Care Specialist reached our customer on September 13, 2024, in response to his review to discuss his concern. We appreciate our customers feedback, and we will use this opportunity to improve our communication and provide better clarity to our customer concerning the free Panoramic Wi-Fi modem rental gift we provided our customer.

  
  The *************** Care Specialist confirmed that the gift will provide the Panoramic Wi-Fi modem free for the 12-month promotional time period.

  
  The Specialist provided his direct contact should our customer have any further questions or concerns his review.

  
  Sincerely,
  The *************** Care Team

• Review fromPeter P

  Date: 08/22/2024

  1 star

  Peter P

  Date: 08/22/2024

  0 stars, at least once a month the internet and all other services go out, usually for an entire day.

  Cox Communications New England

  Date: 08/26/2024

  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.
   
  *********;
  Executive Resolutions
  Cox Communications, ***********
  

• Review fromPayton S

  Date: 08/19/2024

  2 stars

  Payton S

  Date: 08/19/2024

  When I first got set up with Cox after moving to a new apartment, my roommate and I could not get the **** to connect. We tried numerous times, went through all the steps of troubleshooting it, and spoke with a representative to get it to connect and it still did not work. After running all the troubleshooting steps with an agent, they told me there was nothing else they could do and that we would need a technician to come out. She said it may cost up to $100. When I asked her why it would cost money, she said that we wouldn't be charged if it was something wrong with their equipment. When the tech came out he went through all the same steps we had done many times and it magically worked. Then he told my roommate that we probably didn't wait long enough. Which is incorrect because we waited until the app told us a connection had failed. He was there for maybe 10 minutes and didn't do anything we hadn't already tried. I was charged the $100. I wanted to know why I was charged, so I spoke with an agent who was nice but said it was a "technician fee" and could not be waived. I do not mind paying a technician fee to cover travels but $100 is ridiculous.

  Cox Communications New England

  Date: 08/23/2024

  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 contacted the customer directly to address their concerns and have provided 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. 
  
  ********************
  Executive Resolution Specialist
  Cox Communications, **************

• Review fromRobert D

  Date: 08/12/2024

  1 star

  Robert D

  Date: 08/12/2024

  Cox simply cares about dollars and at the end of a several thousand multiple home plus boat 21 relationship wirh them they chose to put me in collections for $50 they said they would waive but didnt. For $50 (which I paid) they gave me the only negative **** Ive had on my credit for 21 years AND when they saw a post to BBB they called me simply to tell me their policy is not to remove trivial ****s such of this from their customers credit even though its a drop in the bucket relative to what Ive paid them on time for 21 years. These were returned items from my disputing 3 monthly charges AFTER I canceled one account and they wouldnt give me information on the charges or which account they belonged to. I disputed them since they wouldnt justify then they came back for me for those with the correct account information. I then repaid the $300. They charged me 3 $25 returned items fees months after I cancelled and was paid up. They then tried to get me to pay them and I said they should waive them since I was forced to dispute their charges they couldnt justify. They said they would. They waived one $25 fee and put the other $50 in collections. Their representative **** who called for some reason only to tell me I was wrong said their policy is only to refund one fee per year or two. The reason I had to cancel one account was they had an outage at my house which was unresolved after over two months and countless hours spent trying to get it fixed. Moral of the story Cox is going to lose to Wireless whether it ******* or Starlink and they are incredibly aggressive about milking every ***** from their customers. Go with Starlink they are vastly more reliable and friendly than Cox. When I had to replace a credit card number due to fraud and Starlink didnt get paid they didnt put me in collections or threaten to do so. They just suspended service and it was on within 5 minutes or giving them the new number. Ditch Cox before they s**** your credit.

  Cox Communications New England

  Date: 08/14/2024

  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, we were unable to provide an agreed upon 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 and deeply sorry we were unable to successfully resolve.
  
  We appreciate the opportunity that the BBB has given to us to assist our customer
   
  ****
  Executive Resolutions
  Cox Communications, ***********

• Review fromEmily M

  Date: 07/16/2024

  1 star

  Emily M

  Date: 07/16/2024

  I have been trying to fix a billing issue multiple times. The first time i called on 7/11, the first representative i spoke with said that the bill should $70 and was transferred to loyalty/retention team. That representative could only offer me $80, while only a ten dollar difference it was still more than i agreed to pay. She said she would have to put in a request and would call me back the following Monday. I never received a call. I called today, 7/16, and every time thus far (still on the phone currently) I am hung up, especially after requesting to speak to a supervisor. So far I have been hung up 4 times by their "loyalty" team. Each time all they can offer me is the $80 plan, its like the company is trying to scam me by having me pay more.Meanwhile during these calls i was texting their service who also agreed i should be paying $70. I have an email confirming $70 and a screenshot of the text chat also confirming that price. Nobody seems willing to fix this issue that they created and their only solution is me paying more money.

  Cox Communications New England

  Date: 07/17/2024

  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 reviewed the account and ensured the customer's monthly rate for service has been corrected. 
  
  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

• Review fromLeah T

  Date: 07/04/2024

  1 star

  Leah T

  Date: 07/04/2024

  Our wifi and tv service has gone done 4 times today. It goes down at least twice everyday. I pay my very high bill on time and I think my service should work. I've upgraded twice already and was told by an agent that it wouldn't go down anymore. That was 15 outages ago. I cannot believe the horrible service they have.

  Cox Communications New England

  Date: 07/09/2024

  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 Customer
  Service department at **************.
  
  Best Regards, 
  
  COX West Region
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 
  
  

• Review fromHarrison L

  Date: 07/03/2024

  1 star

  Harrison L

  Date: 07/03/2024

  I subscribed to the Cox ********************** which required a three-month commitment to avoid a $100 penalty. By the end of the third month, I called a Cox agent to cancel the service starting from the fourth month, ensuring there would be no additional charges. The agent had very poor English, and I could barely understand her. When she suggested canceling two days before the end of the billing period, I asked her AT LEAST 3 times if this would incur a penalty since it didn't quite complete the three-month period. She assured me it was fine. However, I recently discovered I was fined $100 for canceling early. Despite repeatedly confirming with her, she misled me, likely due to her lack of knowledge about the ********************* policies. When I called back to report this issue, they refused to take any responsibility.

  Cox Communications New England

  Date: 07/05/2024

  We apologize for the frustrating experience and appreciate the opportunity to address the customer's billing concerns.

  
  After reviewing the customer's account, ********************** found the ******** care was removed two weeks before the three months was over. As a one-time courtesy, Cox had credited the $100.00 cancelation fee. Feedback will be provided to the Cox representative.

  
  Sincerely,
  Cox Executive Escalations team

• Review fromPortia M

  Date: 06/23/2024

  1 star

  Portia M

  Date: 06/23/2024

  This company is horrible I never have any solid internet service and I even upgraded which makes no point since Im always experiencing issues. This is beyond horrible. I wouldnt even be able to apply for a wfh job because of this! They need to do better Im shocked they havent been sued or went under because of this!

  Cox Communications New England

  Date: 07/03/2024

  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 West Region 
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 

• Review fromHal R

  Date: 06/04/2024

  1 star

  Hal R

  Date: 06/04/2024

  I have been a Cox customer for many years. I have **, Internet, and email. Recently, Cox transferred email to Yahoo. I had trouble to access my email account, but when I did my archived information was not there for the last 3 years. I archive important emails. From 2021 to present is not there. I have dealt with Cox, but no help they just referred me to Yahoo. They would not help me and wanted me to send my drivers license to them in the *********** before they would look into it. I did not give my permission for this and Cox refuses to help. It is really bad customer service on this matter. I must add other than being quite expensive, the ** and internet service has been good.

  Cox Communications New England

  Date: 06/05/2024

  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 contacted the customer directly to address their concerns and have provided 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. 
  
  **************
  Executive Resolutions
  Cox Communications

• Review fromRobert B

  Date: 06/03/2024

  1 star
  I cant get answer to why my Tv box was taken by Technicians & the remote also. Said it would be replaced . two weeks now ,still no action has been taken. Why ???