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

  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

• 

  Cox Communications Inc

  1440 E 15th St Tucson, AZ 85719-6400

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:07/18/2024

  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.

  There has been a constant interruption with my cable and internet connection. I reached out to customer service on 7/17/24 to inquire about some sort of credit for the interrupted service as this has impacted by business and income. I was quoted a $100.00 credit by the customer service representative. I then received an email stating the credit was for $10.00. I contacted customer service again about the credit and was told they will only credit my account $10.00. I feel the error was Coxs responsibility and they should honor the original $100.00 credit quoted. I asked to speak to a supervisor several times but was denied this.

  

  Business Response

  Date: 07/19/2024

  Dear Paige Church,
  
  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 1-800-234-3993. 
  
  Best Regards,? 
  
  COX – West Region 
  ----------------------------------------------------------------------------------------? 
  The Executive Escalations Team? 

  Customer Answer

  Date: 07/27/2024

  As I have stated several times before, my work schedule does not allow me the opportunity to call and verify my account. I have stated I would be happy to answer any questions via email or chat to verify my account. This is how it has been done in the past with this company. I am unable to call during your business hours due to my schedule. Please let me know how you would like to proceed. 
  

  Paige Church

  

  Business Response

  Date: 07/30/2024

  Dear Paige Church, 
  
  Cox Communications (Cox) is in receipt of your “rebuttal” complaint filed through the Better Business Bureau. 
   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 844-303-1028 
  
  Best Regards, 
  
  COX – West Region 
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 

  Customer Answer

  Date: 07/31/2024

  As I now stated 4 times to you, I am unavailable via telephone during your business hours. I am performing procedures all day and cannot stop to take phone calls.  I have told you this multiple times and do not understand why you cannot find another way to handle this issue. I have previously verified my account via chat and email so I cannot understand why this is an issue now. I cannot express my frustration with this situation and how your company has handled things thus far. I expect to be contacted via email/chat to handle this in the next 1-2 days. 

• Initial Complaint

  Date:07/13/2024

  Type:Order 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 June 3, 2024, I contacted Cox regarding installation of the modem they provided. I picked up the piece of equipment from the Cox store and began the installation process at my home. While installing, I received the error "Connected, no internet." I placed a call to Cox on 6/3/2024 and explain the issue that I had. The service representative spoke with me for 14 minutes. This representative indicated that the only way to repair and rectify this issue was to send a technician. Due to the inability for me to fix it on my own, the technician promised that there was no fee for installation attached to this account. Due to this promise, I scheduled the repairs for Cox to allow me to use the internet, but also allow them to maintain their network/services. The technician came a few days later and had to replace the ground wires within the unit prior to the modems to be able to work. He spent about 2 hours in my apartment installing and repairing that ground wire to allow any services to work. I then received my bill for the month of June, and a $100 fee was attached for installation. On 7/13/2024, I attempted to have this charge removed from my invoice due to the promises made by Cox. The supervisor that I spoke with, ******, identified the above phone call and acknowledged there were no notes for the phone call with either the promises made for the account. I am requesting the removal of this $100 fee, as the installation of a modem is plugging in 2 wires--which I was able to do--and the only reason a technician was required was due to the faulty wiring of Cox.

  

  Business Response

  Date: 07/24/2024

  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? 

  Customer Answer

  Date: 07/27/2024

  
  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:07/11/2024

  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.

  May of 2024, cox offered me 2gb home internet plan.I upgraded to it with an increase of 70 dollars to my bill. Went out and bought a new modem to support 2.5 gb speed. Every time I did a speed test I was getting speeds under 1000mbps. I called their customer service and told them of this, and they recommended they send a technician to help resolve my problem and get the up to 2gb speed, because I was not getting even the slightest increase of what I had previous on the gig blast plan . Tech showed up and was here for 10 minutes, said my node outside was only getting 1gb and theres no 2gb speed at my address, dont know why they would offer me it. Cox removed my promotion discount and charging me 75 dollars for that tech fee, when I was explained Id only be charged if there was a fault on my end like wiring etc customer service been a nightmare, over 5 agents all do the same thing say they cant waive the fee, transfer me to a supervisor just to get hung up on. Ive been scammed by false advertising of being offered a service, that never existed. Upgraded to a modem I didnt need, and being charged for someone showing up to my house just to do an internet speed test.

  

  Business Response

  Date: 07/16/2024

  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. 
  
  Our Executive Escalation team member spoke with you regarding your Cox account on July 16, 2024, 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? 

  Customer Answer

  Date: 07/27/2024

  
  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:07/11/2024

  Type:Product 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 7/2/2024 Cox attempted to process the monthly autocharge for my account balance. However, the debit card on file had been cancelled previously and therefore was unable to process the charge. Cox administered a $25.00 chargeback fee claiming the funds were pulled back by my bank. This is completely false. No charge ever occurred and no funds were ever pulled back.Upon contacting the Cox chat support and requesting the $25.00 charge be removed, I interacted with 4 different representatives, none of which provided any answers, help, or status updates as to what was going on. They simply "apologized for my inconvenience". I asked multiple times for an update as to what was going on, or if my request was being processed. At no point was I provided an answer. 53 minutes after initial inquiry I was told a request was created, but the representative declined being able to provide me proof in writing (email) or the ability to see that an actual request was indeed created. I have not received a refund or account credit at this time.The business is creating predatory charges to customers, and their representatives will not even address inquiries about such charges. I have uploaded a copy of the chat log that provides names, timestamps, and the full conversation.

  

  Business Response

  Date: 07/15/2024

  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, ***********
  

  Customer Answer

  Date: 07/15/2024

  
  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:07/10/2024

  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.

  my internet went down 7/4 from 11:00 to 8:45 pm, 7/5 from 9:00 am to 1:00 pm and I was told the issued was fixed 7/4 when I called them. today 7/10 my internet kept dropping. When I called at 11:30 they said they were having issued in my area (internet already went down 5 times), she pushed something to my modem and said it *** help me get connected. She also advise that she would send an email to explain the outage for my manager and added that if I got a new modem, that *** help cause mine was over 2 yrs old. It proceeded to go down 2 more times before I called again at 3 pm. I was told it was down in my area. My daughter lives a block away and hers was fine and she has a newer modem when I asked about this, they could not tell me what my area was, all they would say was "good hers is not down" I believe this is a ploy to get me to purchase new equipment to line there pockets. they did not know the area affected, when it would be working correctly again and said it was because too many ppl in my area were on line.are they making it go down to sell me new equipment? Yes

  

  Business Response

  Date: 07/12/2024

  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, ***********
  

• Initial Complaint

  Date:07/08/2024

  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 have Cox Internet Access, but I needed to cancel my services and I only wanted to extend my services until July 2 as I was moving and wanted to end my internet services by July 2, but i was scammed into signing up with new services (with no cancel date) and charged $70/mo, when I was only paying $50/mo. (1) I only wanted an extension of my current service for a few days, I NEVER AGREED TO SIGN UP FOR $70/mo SERVICE WITH NO END DATE (2) THIS INCREASE IN RATE WAS NOT FULLY DISCLOSED TO ME AT ALL. I want to fully cancel service, and want a refund for any and all charges from July 29 - July 3. **************** is impossible to get hold of.

  

  Business Response

  Date: 07/17/2024

  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 July 17, 2024, 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 ? 
  ----------------------------------------------------------------------------------------? 
  The Executive Escalations Team? 

• Initial Complaint

  Date:07/07/2024

  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 live in a neighborhood developed in the 1950s yes they are older homes but we have internet service from Cox. For the past year the internet goes down nightly between 12am and 2am and does not come back up until around 4 am or 6am. When I addressed this with cox they have denied it. I have advised several time and other neighbors as well that cox should update the wiring in our neighborhood since its outdated. Last weekend on June 29 and June 30th the internet was down for maintenance. Then on Friday July 5th the internet went down and has come back up intermittently between then and July 7th. The time accumulated for the internet being up and working between July 5 and 8 has been collectively approximately 2.5 hours. I am loosing time at work because I have to work from home and loosing pay means I cannot support my family when I am the only one with a job. I cannot run my work system off WiFi or hotspot as they suggested since there is no cox hotspot connection in my neighborhood and I cannot afford to do it with my cell phone provider. I do not have family or friends I have only my family who lives in my home so I cannot go somewhere else to work, We should be able to have a reliable home internet because not every company has gone back to the office or has the option of going to the office!!!!

  

  Business Response

  Date: 07/12/2024

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

• Initial Complaint

  Date:07/07/2024

  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 has been asked on at least 5 occasions since June 23rd 2024 to issue a refund of $38 after failure to connect **************** at a new address. I paid $50 for service at a prior address as I have for years and needed the service transferred to a new location, leaving 22 days remaining of the 30 days paid for. Since the $50 covers an entire month I figured they would only expect another payment once the 30 days expires. No. They told me to pay $50. I refused and asked for a refund for un-used service. I have been bounced around to different representatives and departments including supervisors though I asked for a manager and NO ONE has helped me or issued the refund.

  

  Business Response

  Date: 07/23/2024

  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. 
  
  Our Executive Escalation team member spoke with you regarding your Cox account on July 23, 2024, 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? 

  Customer Answer

  Date: 07/27/2024

  
  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:07/05/2024

  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.

  On July 2nd, 2024, I ordered internet from Cox. With my package I chose, I was given a modem/router for free for 2 years. While on the phone I told the lady that I have my own and will not need theirs, she said it is free so she is going to send it anyways. So now I am trying to get my internet to work and it is not, so once again I had to call back in and play the waiting game, this new lady said she got it all set up for me and it'll be up and running in 5 minutes. 15 minutes later and still nothing, so I had to call back once again, after spending about an hour on the phone we were finally able to get it working. I spent over 2+ hours trying to get internet from them and they just kept telling me that maybe my place doesn't have Cox, so I ask why they said I did and sold me the internet if there was a possibility of it not being installed in my home, which would force me to pay for them to install it. So my modem/router comes in and a couple days after I get an email saying I need to return it or I will be charged $240, even though the deal says 2 years free but because I use my own modem it flagged my account and forced me to return an item that I literally told them not to send. I called and the comment I got is "why don't you just return it?" I dunno maybe because its 115 degrees outside, because I shouldn't have to waste my gas for your mistakes, maybe you guys shouldn't expect your customers to do all your jobs for you. So today I go to the store to drop it off and you can't just drop it off, you have to sign in and wait a while just for them to take it. Again why do I have to waste so much time because you guys have no customer satisfaction. The store employees were also rude and extremely dismissive of all the issues I have. It is July 5th, and I have spent close to 5 hours this week alone dealing with Cox and not one person has offered me a real solution or any type of compensation for the chaos I have endured in just 4 days of having their service.

  

  Business Response

  Date: 07/26/2024

  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. 
  
  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

• Initial Complaint

  Date:07/04/2024

  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.

  This is regarding being over charged and given incomplete information on my original call. I was not advised that there would be a $50 up charge for unlimited data. I was told that without it my bill would be approx $89 and with it, it will be no more than $110. I got my first bill and it was $238 or something like that. The first call when pricing was quoted, I did not get a chance to finish the transaction cause I was on lunch. The day that I did complete the transaction he just completed the order and advised that I did not have to pay the $50 deposit if I just transferred service order which I agreed to & he put me on hold to complete the order. Never once was I told that it was a $50 charge until I called back to question the high bill. Even when I added unlimited to my data at ****** Falcon which was paid through the community they never mentioned them that it was an up charge and said they were going to just add it. Please pull all the calls from my number anytime after 3/17/23 when I moved to 4175 N Falcon and advise if anyone on any call advised me of this additional fee that I was unaware of. I am currently at ********************************************** which is where I transferred services to from **************************************. When I called in to question the bill amount, I even advised I was unaware of the additional $50 up charge. Please review the calls! It seems like Cox needs to do some retraining so that the reps are communicating clear and accurate information to us customers. The amount you are charging just for internet services is ridiculous! I dont even have cable for my bill to be this high! I even requested a modem with addition Ethernet ports and was told I have to wait 3yrs because this one was just installed. Why is that not discussed when putting modems in because ******* daughter both work from home and need to be hard wired and the modem you supplied only has two ports and WiFi keeps dropping the calls. So now we have to buy a new router to support the ports

  

  Business Response

  Date: 07/15/2024

  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. 
  
  Our Executive Escalation team member spoke with you regarding your Cox account on July 15, 2024, 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?