Reviews

Review Details

• Review fromBen A

  Date: 12/24/2024

  1 star
  18 months ago when we signed up, things were fine. Occasional service interruptions but nothing terrible. The company had a phone number on its website! There were live people on the line (eventually). Now... something has shifted. Several things, actually.
  1. The 250 Mbps speed I'm paying for is only *very occasionally* available. 90% of the time I am throttled to 32 Mbps download speeds. (Upload, oddly, is unaffected.) So I'm getting about 1/7th of what I'm paying for. Nice. [I know it's not me: I have isolated everything on my home network and even installed a new cable modem. It's Cox.]
  2. Internet "self-service" of course is useless and is limited to remotely rebooting your modem.
  3. Internet chatbots are equally useless and mostly ask "is everything plugged in correctly?"
  4. Next-tier internet "representative" (like, with a name) never *once* responded intelligently to *anything* I said. I figure it was either a next-level chatbot or else an Indian working the nightshift and just pasting in English paragraphs from a script. It was in any case not a functional support person.
  5. Calling the local store gets you to... not the local store. It is eventually possible to access a live English-speaker, but I tried this several times and none of them could see (or admit) the throttling issue, or do anything to help. No one offered to come out and take a look.
  Fiber companies, I hope you're reading this page, 'cause I'm not the only one who wants you in the neighborhood.
  

  Cox Communications Roanoke

  Date: 01/09/2025

  Dear BBB,
  Cox Communications (“Cox”) responds to BBB Review ID *****, filed with your office on December 24,2024.
  We apologize for the service issues our customer reported concerning their Cox Internet service. They also reported that they feel Cox throttles customer's speed.
  A Senior Customer Care representative contacted the customer on December 30, 2024, to schedule an appointment for service assessment upon the customer's return to town.
  On January 8, 2025, an in-house technician was dispatched to do a thorough assessment of the customer's service lines and equipment. The technician corrected the issues with slow speed and has confirmed the customer's service is operating as expected.
  Cox Communications does not shape or throttle Internet traffic or engage in other network practices based on the particular online content, protocols or applications a customer uses or by a customer’s use of the network.
  We have provided our customer a direct contact to our department should she have any additional questions regarding this matter.
  Sincerely,
  The Sr. Customer Care Team

• Review fromJanelle P

  Date: 09/16/2024

  1 star
  Cox used to be one of the best cable companies. Key words: used to be. We bought our house 9 years ago and for the past 2 years there is constant neighborhood outages. Last month we counted 14 days out of the month there was an "outage". We pay for other platforms that require an internet connection that we can't use because of the constant outages. So not only do we lose money on the internet itself, but on other things as well. I'm TIRED OF IT! Calling them doesn't do any good, they can't explain why things aren't fixed. Or you get the domino effect speech. All I can do is roll my eyes. They have the monopoly in ******* and surrounding areas and I'm sick of it. I'm sick of paying for a service I can't use the entire time I'm paying for. By the way...they don't update any equipment unless you call and ask for it. I'd have given zero stars on this review if I could have. Do better Cox!
  

  Cox Communications Roanoke

  Date: 09/24/2024

  Dear BBB,
  Cox Communications (“Cox”) responds to BBB review ID # ***** filed with your office on September 16, 2024.
  Cox apologizes to our customer for the experiences she encountered concerning her service. A Cox Senior Customer Care Specialist contacted our customer on September 18, 2024, in response to her complaint and arranged for a senior Cox technician to visit her home to investigate the issue further.
  The senior Cox technician visited her home and made adjustments to wiring and connections, and investigated the issue concerning outage notifications she was receiving. On September 24, 2024, our field team confirmed that they located the issue and made repairs to resolve the problem.
  We provided our customer our direct contact information should she have additional questions or concerns regarding this matter.
  Sincerely,
  The Cox Senior Customer Care Team

• Review fromMukesh P

  Date: 09/29/2023

  1 star
  Subject: Urgent Billing Issue
  Dear Cox Support Team,
  I'm Mukesh ******, a 77-year-old on a fixed income with health concerns. Since July 2023, I've been experiencing billing problems with Cox Internet. My expected monthly bill is $9.99 after applying a $30 Federal Discount. However, billing discrepancies persist.
  I initially reported this on Twitter and Google, receiving a response from Mr. Dustin, who directed me to cox.help on cox.com. After contact, I was assured a credit within 48 hours, but later told it wouldn't be issued. This has left me frustrated.
  Billing issues began when I was told Cox didn't receive my federal discount on time. I was charged $9.99 on 07/23/23 and $39.99 on 07/27/2023, which I disputed. Instead of correcting this, I was penalized with $50.00 in return charges and $39.99 charged back on 08/21/2023, despite autopay.
  Mr. Mohd acknowledged the $39.99 overcharge in a chat on 07/30/2023 and promised a credit in 5 days, which never came. On 09/27/2023, I was charged $29.97, which I believe is incorrect. Considering the -$30.00 Federal Discount, -$50.00 Returned Payment fee, and -$39.99 charged back, my bill should be $20.01 (from August 11) minus $9.99 for new September charges, totaling -$10.02.
  I have kept records of bills, ******** card notifications, chat transcripts with Mr. Mohd, and dispute results. I also receive monthly emails confirming the Federal Discount.
  I kindly request the waiver of the $50.00 returned payment fee and the $39.99 payment charged back from 08/21/2023. I trust you have received the $30.00 federal discount from ***.
  I appreciate your prompt attention to this matter.
  Sincerely,
  Mukesh ****** *********** ******

• Review fromTeresa T

  Date: 04/20/2023

  1 star
  I’ve had nothing but problems with Cox. Horrible connection. Signed up several years ago. Was given out of date equipment that cox had no record of. Tech ripped cables out at entrance to home. Few years ago I tried them again for internet. Was told it was not a promotion and no contract. Poor connection last year. Kept telling me it was my Modem/router. Purchased new one and same problem. My son still using the 1st router/modem. Tech comes to house and knows immediately that my internet has been turned off by cox. No one told me this. I had purchased new modem day before. He said **** sent relay to them that there was a problem so cut off. The representative would’ve known this when telling me it was my modem. Tech resolved all issues at the time. Sad that not all their employees are like him. Anyway, received email today that my bill increasing because end of promotion and that in a year another promotion will end increasing bill yet again. Cox increased all internet speeds last year and now we are paying for it. Connection is horrible again and not worth this price increase. Consultant was rude and no help at all. Internet and live person do not agree or have same info. There was link in email today to see my options and that info changed after speaking to representative. My account info is nothing like what I signed up for. Said I have panoramic Wi-Fi and I don’t. Never have. Cox is horrible.
  

  Cox Communications Roanoke

  Date: 04/28/2023

  We apologize for the frustrating experience the customer has had with us. Thank you for the opportunity to respond to their concerns.
  In terms of pricing, Cox offers its customers a wide range of competitively priced products and services. However, to keep up with the costs incurred by ongoing network enhancements and to continue delivering the latest technological advances, we occasionally must adjust our rates. According to our records, there was a price increase in the customer's area on December 6, 2022, which our customers were informed of in advance on their December 2022 and January 2023 statements.
  In the case of promotional offers (both for new and existing customers), it is important to note that after the promotional period is over, the monthly rate will revert to the non-promotional/retail rate. That is because promotions are intended to be temporary. The customer has since renewed their promotional offer on 4/24/2024, which includes a $30/month discount off the retail price. As this is a non-contractual rate, it is subject to company-wide rate changes until the end of their campaign on 5/19/2025. If the customer is interested in price-locking their rate, they can contact Cox's Loyalty Department to request a 24-month service agreement. The team can be reached directly at ************** (or at **************, option 5).
  Additionally, our records indicate that the customer is a member of Cox Complete Care, which waives the appointment fee for most home visits. Should their service issue persist, we recommend that they schedule an appointment with our Technical Support team (available 24 hours a day, 7 days a week) by calling **************.
  We appreciate the customer taking the time to voice their concerns. In our efforts to improve the customer experience, we have shared their feedback with Cox’s Customer Service Leadership.
  Sincerely,
  Cox Executive Escalations Team

• Review fromJohn G

  Date: 12/24/2022

  2 stars
  Cox service sucks you can’t get ahold of a live person yet they rain rates every year
  

  Cox Communications Roanoke

  Date: 12/28/2022

  We appreciate the customer sharing their experience with us.
  The customer has raised concerns about the increase in their Cox bill. We have reviewed the customer’s account and confirmed there was a rate change in their area on December 6, 2022. The customer was notified of this rate change on their November and December 2022 statements. Cox strives to offer a wide range of competitively priced products and services to its customers. However, to keep up with the costs incurred with ongoing network enhancements and to continue delivering the latest technological advances, we occasionally must adjust our rates.
  Additionally, our records indicate that the customer is under a promotional discount offer (campaign start date: 1/22/21) and is currently saving $20/month off the price of their service. As this promotion is scheduled to end on January 21, 2023, we invite the customer to contact our Retention team to review any additional promotions that they may qualify for. Our Loyalty team hours of operation are Monday through Friday from 8:00 a.m. to 8:00 p.m. (local time) and Saturday from 9:00 a.m. to 6:00 p.m. (local time) and are available at ************** (or at **************, option 5).
  Sincerely,
  Cox Executive Escalations Team