Complaints

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

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  Cox Communications Inc

  1550 W Deer Valley Rd Phoenix, AZ 85027-2121

  
• 

  Cox Communications Inc

  1440 E 15th St Tucson, AZ 85719-6400

• 

  Cox Communications Inc

  4600 E Washington St Ste 200 Phoenix, AZ 85034-1906

  
• 

  Cox Communications Inc

  715 W 1600 N Mapleton, UT 84664-3512

• 

  Cox Communications Inc

  216 E 2525 S Springville, UT 84663-9493

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:05/01/2025

  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.

  I have had a problem with my app on the phone to set up devices and people to my scoot for over a month. Worked just fine for 4 years then this. I called and was told that a ticket was opened and would get a call within 3 days. Called the following week to find out that a ticket wasnt opened at all. They got me a supervisor that opened a ticket and gave me the ticket number. I waited again for a week called back to find out they didnt even look at the ticket. I was told that they were going to escalate the ticket and to give them 24 hours. Called back in 48 when they told me they still havent worked the ticket!!!! I have taken way too much of my time to follow up with these customer representatives and it is a joke! The problem still persist and I get excuses everytime I call. What a JOKE

  

  Business Response

  Date: 05/07/2025

  
  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 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

  Customer Answer

  Date: 05/07/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ********
  
   
  

• Initial Complaint

  Date:04/24/2025

  Type:Delivery 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.

  In 2/2025 I called to order a full installation of cable/phone/fiberoptic internet service at my address. I placed the order with a *** who confirmed I was to receive fiberoptic internet service, 3 cable boxes for my home, and my home phone service. I told the *** I needed a FULL Install because no existing service existed prior to this new install. I was assured I would receive all of the above for ****** plus tax a month. The installation *** came out on 3/3/25 to do the install. He informed me he was given 0 info regarding a full install so he had to install a temporary coax cable to run service to my home. He said within 5 weeks of 3/3/25 someone from utilities would be out to flag the yard, dig and bury conduit, and fiber installed. It is 4/24/25. To date, utilitites has dropped flags, conduit has been buried, and a coax line laid on top of the ground, partly buried is still run to the house. I am still waiting for fiber to be installed. I have had to go into a cox store and pick up additional cable boxes for the rooms in my house that were supposed to have been brought day of install and were not, and I have been charged additional for them. I was supposed to have unlimited internet as I work from home, and this was not done so I had to order it and have to pay more for that. My bill is now over 400 a month for service I am not receiving in full and fiber I was told I was to receive. I have made multiple phone calls and been told multiple things by several people. It has exceeded 5 weeks and I still do not have all the service I am paying for and no fiberoptics. I am seeking resolve with billing to the 322 plus tax I was quoted originally and resolve to the fiber optic installation.

  

  Business Response

  Date: 04/28/2025

  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 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

  Customer Answer

  Date: 04/30/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ********-******
  
   
  

• Initial Complaint

  Date:04/23/2025

  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.

  The cable company we always had problems with the cable and we moved every year and we were with them for 12 years. And they didn't want to give my husband deals .we talked too a representative and she was very rude to us. We think her name was ********* and she always sent my husband letters in the mail. And ***** ******* was always rude to. And the *** **** was rude to. We paid $ ****** dollars. We just want our money back. Resolution, we want our money back. We are a disabled couple we have health issues. Thank you.

  

  Business Response

  Date: 04/24/2025

  Dear ******** and ******* ********,
  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 - **********
  ----------------------------------------------------------------------------------------
  The Executive Escalations Team

• Initial Complaint

  Date:04/21/2025

  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 will not allow me to disconnect my internet service. I have told them repeatedly that I just want the service disconnected and they simply won't do it! How can I get them to discontinue my service?

  

  Business Response

  Date: 04/25/2025

  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 - California ----------------------------------------------------------------------------------------The Executive Escalations Team

• Initial Complaint

  Date:04/19/2025

  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 have had a paying account with ********************** since Dec 2024 - Every time I want to get into my account at www.cox,com I have to call them and spend over 2 hours on the phone and call several numbers to get in and every time i get told its been fixed - and every time I tell them how demanding they where when I took over my moms account they wanted this and they wanted that - When I get the same way they don't see that way and hang up I keep getting told that the issue is fixed and it my computer - on ******** I spent over 3 hours on the phone and chat lines trying to find someone to fix the issue right - I got cuss at got called stupid and even got told that is was my fault that there web page don't work right I figured this is unacceptable service - being hung up on when u describe they way the u have been treated by there employees this is also going to be filed with the city of mesa

  

  Business Response

  Date: 04/22/2025

  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.Our Executive Escalation team member spoke with you regarding your Cox account on April 22, 2025 and have provided a resolution for the concerns brought up in your complaint.If you have any questions or concerns regarding your account, please contact our *************************** at **************.Best Regards,COX West Region **********************************************************************************************************************

• Initial Complaint

  Date:04/19/2025

  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 had a power outage in our area for approximately 2 days, April 11 and 12. With the outage, we had no internet, TV nor phone service. In addition, our cell phones did not work in the house because of not having internet, During that time I called their customer service number and was provided updates as to potential times for fixes. After about 8 hours though, the message was now saying to sign up for text alerts to get updates. So I signed up to get updates. I checked my phone every several hours and never received a text. Well about 6PM on Saturday April 12 the power came back on and my services were restored. Some time after this, I received a text from Cox saying that the problem was bigger than expected and that they were working through the night to restore the power. So my services were restored but I received texts saying that they were still working on it. Thus, the text updates were useless.I have waited over a week to send this because I was expecting Cox to be proactive and tell the customers that were affected by this outage that they would compensate them for this disruption. Since I have not received any notice, I am issuing this report. We could not accomplish anything at home and had to make trips to be able to make phone calls, get, emails and conduct any transactions. I, at least expect to get compensated for the lack of services for several days plus for the inconvenience that this caused. It was extremely frustrating not knowing for hours anything about what was happening or timing on fixes. I can understand that some of the areas may have been restored before others and that there may have been several problems but if Cox is going to have a way of notifying customers of updates then the updates should be both timely and accurate. Not having a text after 8 hours did not seem timely.

  Customer Answer

  Date: 04/22/2025

  The resolution is to reimburse for the lack of services for several days plus for the inconvenience of not being able to do any operations such as making phone calls, sending/receiving emails/texts in our home and having to go to where there was WIFI to perform these tasks.

  

  Business Response

  Date: 04/24/2025

  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.
  Our Executive Escalation team member spoke with you regarding your Cox account on April 24, 2025 and have provided a resolution for the concerns brought up in your complaint.
  If you have any questions or concerns regarding your account, please contact our *************************** at **************.
  
  Best Regards, 
  
  COX ***********
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 
  

  Customer Answer

  Date: 04/25/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ********
  
   
  

• Initial Complaint

  Date:04/10/2025

  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 Monday March 24th I signed up for internet at this store. The manager on duty helped me sign up and said my 1 gig internet would be $90 per month but he was having issues applying the promotion so the first email I would get would say it's $120 but he would get it fixed on the back end. I called yesterday March 31st as the bill was still showing $120 and after some time on the phone I was told they can get it down to $90 if I return the equipment and use my own. They did not tell me they were also lowering my internet speed to half a gigabit to get it down to that $90 per month. When I noticed I immediately called back, and pointed out them making the change to my speed without my permission, I also asked when the manager who told me the $90 price would be back in so I could work with him. I was told he won't be in for many weeks, he's out of state and that they were moving me back to 1 gig for $120 then promptly hung up on me. The price is incorrect, changes to speed were made without my consent in hopes that I wouldn't notice.

  

  Business Response

  Date: 04/11/2025

  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.
  Our Executive Escalation team member spoke with you regarding your Cox account on April 11, 2025, and have provided a resolution for the concerns brought up in your complaint.
  If you have any questions or concerns regarding your account, please contact our *************************** at **************.
  
  Best Regards, 
  
  COX ***********
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 
  
  

  Customer Answer

  Date: 04/11/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ******
  
   
  

• Initial Complaint

  Date:04/10/2025

  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.

  I was contacted by a Cox representative on 3/28 offering me a special promotion for 1G Fiber Optic internet for $145 a month. I repeatedly stated that I did not see this deal online and that it sounded too good to be true, since I was already paying $145 a month for lesser internet, but the representative confirmed the amount was correct several times on a recorded line. I had just moved and was also waiting for Cox to transfer my service and had asked on the same call if it would be possible to get a sooner appointment. A couple days later I was contacted by the same representative to confirm my new appointment time. On this second phone call, I stated that my Cox account was showing $160 a month instead of $145 as he had offered, and I was assured that the representative was concentrated on getting me a sooner appointment, and not to worry he had just not applied the promotion yet, again assuring me the price was $145 a month. Well that never happened. My bill is $160 a month. I called Cox numerous times to resolve this, was told the promotion I was offered doesn't exist. I asked to speak to a supervisor and was told I would be contacted, that never happened. I called again to speak with a supervisor and was hung up on multiple times. Cox Communications is a lying shady company, and mind you I have been a customer for almost 13 years and this is how I was treated. How is it legal to call and offer a promotion that doesn't exist?

  

  Business Response

  Date: 04/16/2025

  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.
  Our Executive Escalation team member spoke with you regarding your Cox account on April 11, 2025 and have provided a resolution for the concerns brought up in your complaint.
  If you have any questions or concerns regarding your account, please contact our *************************** at **************.
  
  Best Regards, 
  
  COX ***********
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 

• Initial Complaint

  Date:04/09/2025

  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 had freeze my COX accounts and they unfreeze it without notifying (no text, call, email, or mail) that they are unfreezing the account. When I called they said it was only a 10 month or so period that they could have freeze the acc. When I said why i was notified they said they had mentioned it 10 months ago on the call but no reminder was send or any notification of upcharge. I told them that is unexcusable to not notify when you change the payment 7x more than previous month without notification. They will said someone will reach out within 3 days, no one reached out. I closed my acc on that date that they said it was 3/13. I told them I have no longer live there and it's been over a year. on 4/7/2025 they took $9.33 of my account again. I called and said the acc is closed after 31 mins of phone call they said thats becuse of the 4 days after of previous billing cycle that the acc was closed so they provide services. I am trying to disputethe the 3/4 charge for $70 anf $116.01 on 2/3 and 4/7 9.33. On 1/2/2025 the charge was only 9.99 and That was what I agreed on for the freeze. They are not even acknowledging that there was no reach out for notification and still kept charging when I said I do not leave there. ****** ******* Arabi The adrress on file is ******************************************************************************

  

  Business Response

  Date: 04/15/2025

  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 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
  

  Customer Answer

  Date: 04/17/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******* Arabi
  
   
  

• Initial Complaint

  Date:04/08/2025

  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.

  On January 23, 2025 my wife paid the Cox bill for $221.77 and accidently wrote the amount as $2221.77 in the written area. We contacted Cox and then went to our bank where the banker contacted Cox and told us that they would need a copy of the cancelled check which we sent to Cox ********************** Team with a Customer Ticket $ of **************. We were told to wait 7-10 business days and when I called Billing today there was supposedly no record of our situation. Customer new Ticket i# is ***************. Will return to bank tomorrow for further investigation. WE would like our money returned. Thank You.

  

  Business Response

  Date: 04/16/2025

  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. 
  Our Executive Escalation team member spoke with you regarding your Cox account on April 10, 2025 and have provided a resolution for the concerns brought up in your complaint.  
  If you have any questions or concerns regarding your account, please contact our *************************** at **************. 
  
  Best Regards,? 
  
  COX West Region 
  ----------------------------------------------------------------------------------------? 
  The Executive Escalations Team?