Complaints

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

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  Cox Communications

  5159 Federal Blvd San Diego, CA 92105-5428

  
• 

  Cox Communications

  29947 Avenida De Las Bandera Rcho Sta Marg, CA 92688-2113

  

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:04/11/2025

  Type:Billing 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 dispute is very involved so I will try to simplify the description. On 24 Feb I requested *** discontinue my Cable TV. That did not happen as they say I hung up! I did not "hang up" but thought my request was clear enough. *** admits that they finally discontinued my TV on 20 March but have continued to charge for the service until 29 March, based on the date I returned their equipment, even though I was told that I had 2 weeks to return the items. I was NOT told I would be charged for TV during that time. Adding to this, because I disputed the charge on my credit card, they have now added another $25 as a late fee. They did not respond to my card company to attempt to reconcile the dispute. The amount I am disputing is an approximation as it is impossible for me to determine what exactly this company truly charges as I seem to get a different amount depending on who I speak with. And, I have added in the $25 late fee charge.

  

  Business Response

  Date: 04/16/2025

  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 **********************. As a customer ********************** 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

• Initial Complaint

  Date:04/05/2025

  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.

  Hello,I have been a loyal customer of ********************** since 2019, enjoying the Giga Blast internet service, which promises download speeds of up to 1 Gbps. However, for the past two months, I have experienced a frustrating problem: my internet speeds frequently drop from a reliable ******* Mbps to a dismal 30 Mbps. Despite numerous attempts to resolve this on my own, including rebooting my cable modem multiple times, I only see a temporary return to my usual speeds of over 700 Mbps. Unfortunately, this quick fix lasts for just about five minutes before plummeting back down to 30 Mbps.I have reached out to ***** customer support several times, but the standard troubleshooting steps they've suggested have not produced any lasting results. At one point, a representative scheduled a technician to come and investigate the issue. However, when my internet unexpectedly started working again, I assumed the technician would find everything normal and subsequently canceled the appointment. Now, once again, I'm grappling with this sporadic service *************** my search for solutions, I've encountered numerous posts on *** forums where other customers have reported similar issues, further illustrating that this might be a broader problem. Here are a couple of examples I found particularly relevant: ***************************************************************************************************************** and ***************************************************************************************************************************** I expect to receive the internet speeds that I am paying for, and I would like to resolve this matter. If the issue cannot be fixed promptly, I will have no choice but to consider switching to another service provider. I would greatly appreciate your assistance in rectifying this situation.

  

  Business Response

  Date: 04/14/2025

  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 **********************. As a customer ********************** 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, ***********

• Initial Complaint

  Date:04/03/2025

  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 been a *** customer for the past 5 years. My network equipment experienced a failure so I purchased a new modem from a retailer. I tried using the automated tools to activate the device, however an error happened which prompted me to call support. I spent 4 and a half hours with 4 different support ***resentatives, 3 on the phone 1 over SMS chat. The first *** entered the wrong modem information. Claimed he "fixed it" and was going to send a reboot command. No such reboot took place and when I pointed that out he spaced out and ended the call. I got confirmation of this mistake when I called back and had the second *** read back the **** Serial, and model numbers. She claimed she corrected it said I am active however I still did not have service. Same thing when it came to rebooting the modem, no such reboot happened, I was told "my screen just say system update in progress" and said she can no longer help. Call ended. The 3rd *** on the line didn't even get that far. I asked her if her screen is locked with a "system update" she said yes and I felt no need to continue. I opted for SMS chat with support for the 4th time. This *** said my modem is active, I spent close to two hours with who claimed my modem was active. Providing information over text should ensure they get the correct information. He claimed he deleted the incorrect info in favor of the correct info. I confirmed he was lying by logging into my account where I saw the wrong modem information there. He told me to uninstall the *** app (which I wasn't using) and reinstall. I was then told to use a "*** hotspot" for service while he "reboots my modem". The only reason why I have functional service now is because I was able to retrieve an older modem that I was able to activate on my own using automated tools around 2:30am PST. This morning I began receiving new scam calls new recording and new voices. I requested a call from an American to share this problem but no luck.

  

  Business Response

  Date: 04/17/2025

  
  
  Dear ****** ****,Cox Communications (***) 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 *** account on April 7, 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 Customer ********************** department at **************.Best Regards,*** West Region ----------------------------------------------------------------------------------------The Executive Escalations Team
  

• Initial Complaint

  Date:03/27/2025

  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.

  I have been trying to cancel my *** services for over a month. There is no option online to cancel. Using the chat and saying you want to cancel says to call a number. The number on the weekends, evenings and mornings always send me to a message saying the office is closed at this time. I finally got through to someone today and they said they would disconnect my account and send me to collections. Transparency is lacking here, there needs to be an option to cancel for those who cannot call during their office hours

  

  Business Response

  Date: 04/10/2025

  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 **********************. As a customer ********************** 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. 
  
  **** F 
  Executive Resolution Specialist
  Cox Communications, ***********
  

• Initial Complaint

  Date:03/13/2025

  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.

  Date of transaction was December 8, 2024 in the amount of $257.95. It was for the new charges December 8, 2024 to January 7, 2025. I concealed TV services on December 12, 2024 and still was charged for the period. From December 8, 2024 to January 7, 2025. I spoke with ***** Account Manager from ***** call center by phone at 10:52 am pacific standard. He told me that when I bought my cable box back to the ***** store on ***********************************************. They didn't credit me back $277.47 to my account and that's why I have the previous charges to my account of $196.24. For the billing period March 8, 2025, to April 7, 2025. ***** told me to go back to the ***** store in *********, **. To get the credit applied to my bill of $196.24. But when I went to the ********* location. ***** ***** (***** Store Location in *********, **.) and **** (***** Store Location) told me that my TV services was disconnected on December 12, 2024. They couldn't tell what month the charges were for the $196.24.

  

  Business Response

  Date: 03/20/2025

  Cox Communications (***) 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 *** account on March 20. 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 Customer ********************** department at **************.
  
  Best Regards, 
  
  *******************
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 

• Initial Complaint

  Date:03/10/2025

  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.

  *** is charging for services that were not done and then making it impossible to get the bill corrected. They sold me a package, which theyve done several times before. When the technician came out to install I had him confirm the pricing because of past experience. It was incorrect and I was on hold and transferred (at least 4 times) for approximately 45 minutes. I told the technician to take his equipment and leave, he actually understood my position because he heard my conversation with ***. Then *** charged me in 1/2025 for $225 fo installation. Ive called been on hold, disconnected and actually was at the store and in the phone for another hour and then got disconnected with no call backthey are seriously criminals!

  

  Business Response

  Date: 03/13/2025

  Dear **** ********,
  Cox Communications (***) 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 ********************** department at ************.
  Best Regards,
  *** - **********
  ----------------------------------------------------------------------------------------
  The Executive Escalations Team

• Initial Complaint

  Date:03/07/2025

  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 am a *** customer in *** ********************** and for four months now the *** Cloud box DVR has not worked (picture and sound freezes, stops and starts, wont fast-forward, etc.) I have had at least 6 technicians come out and every one of them says its a problem with the cloud and until someone in ******* fixes it, there is nothing they can do. They say *** sold the cloud to another company a few months ago and it failed. Yet, every time I call *** no one will even acknowledge the problem. A technician in December read me an inter-office email that said the update to the cloud box in December failed and that technicians were instructed to tell customers that the problem would be fixed by January. It is not fixed. I have posted the problem on Social Media and dozens of other cloud customers have the same issue and are fed up.I am at wits end as to how to get this fixed. I called today and spoke to a supervisor who said he would start a ticket on the problem and then he promptly hung up on me - so again no resolution. I have been a *** customer for 37 years and I have never had such poor service as Ive had over the past few months.I think it would really help remedy Coxs terrible reputation for them to notify customers that they at least acknowledge the cloud problem and that theyre working on it.

  

  Business Response

  Date: 03/17/2025

  Dear ***** ******,
  
  Cox Communications (***) 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 *** account on March 11, 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 Customer ********************** department at **************.
  
  Best Regards, 
  
  *******************
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 

  Customer Answer

  Date: 03/19/2025

  
  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:03/04/2025

  Type:Customer Service 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.

  Disconnected internet service over the phone. The *** assisting me told me to leave all the equipment inside the unit. I asked him if he was sure because the I had a gateway and he reaffirmed to leave all equipment inside the unit.I got an email about returning equipment via email a few days later. I called *** to notify them that this was in error. The *** told me that I indeed have equipment to return. I asked for a supervisor and she told me that they would see if *** can pick up the equipment for me as I moved and unable to retrieve the equipment. After three days, I did not get a follow up call, so I called myself. The *** saw no documentation that *** was contacted and told me that it is not standard procedure.I do not want to pay a fine of over $200 for misleading information from the ***. A lot of time has been wasted on my end.

  

  Business Response

  Date: 03/11/2025

  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 **********************. As a customer ******************************* 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, ***********

• Initial Complaint

  Date:02/18/2025

  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.

  Continued problems with cable TV service. Multiple outages for both internet and cable TV over past 4 months, some lasting over 8 hours. Additionally, DVR recordings for over 25% of shows recorded experience playback issues - garbled audio, blank audio and there are issues with playback controls as well. FF, RW functions are slow, stuck or at times just don't work. Our DVR service is "in the cloud" and our set top box has been verified as good. It's the service, and poor customer ********************** and commitment to resolve the network problems that is the problem. *** customer ********************** and technical support has shared with me that many customers are reporting the same issues but whan I ask for a target date for resolution, I am told either they don't have one or worse, they can't share that with me.

  

  Business Response

  Date: 02/19/2025

  Dear **** *****,? 
  
  Cox Communications (***) is in receipt of your complaint filed through the Better Business Bureau. 
  
  We truly appreciate your partnership as we work to address your concerns. It is our intent to provide the best, most efficient service possible and to resolve your concerns expeditiously. In response to your ongoing concerns regarding your services, an Executive Escalations Specialist was assigned to personally assist you with your account. 
  It is always our goal to provide our customers with exemplary customer **********************. As a customer ******************************* 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 delay. ? 
  
  Best Regards,?? 
  ?*** West Region? 
  ----------------------------------------------------------------------------------------?? 
  The Executive Escalations Team 
  
  

  Customer Answer

  Date: 02/20/2025

  
  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:02/17/2025

  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 not had great internet service at my house. In addition, *** had charged me an unnecessary $25 fee. The fee has been removed. However, I still have only mediocre service at my house. A *** service person came to the house. He said I had a poor internet connection in the main house. He said he would charge me $100 to do a repair, but it might not fix the problem. He wanted to put the modem in the back office or cut a hole in the wall in the back office, but he wasn't sure if either would fix the problem. He was not willing to leave the internet open at both the back office and the main house so we could see where the better internet was. The bottom line is that *** seems to want extra money to provide basic internet service, and they are not willing to leave two internet ports open so I can find out where the internet is actually best. I would appreciate if they could please do that and provide some solution where we can have internet other than having the modem in my back office where I have limited space.

  

  Business Response

  Date: 02/25/2025

  Dear ******** *******,
  
  Cox Communications (***) 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 *** account on February 19, 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 Customer ********************** department at **************.
  
  Best Regards, 
  
  *******************
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team