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:07/23/2022

  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 trying to downgrade my service for the past year and have contacted the loyalty and retention departments. I am being told that it is no other package or promotions for me and if I downgrade my **** will be much higher. I have also asked to speak with manager and be provided complaints information and they continue to hung up the phone without providing me with this information. I have explained that I am on a fixed income and suffering from the pandemic. I have also ask if there are packages for low income residents and the agent stated no. I am tryin to remove homelife a camera feature that did not work from the start of the service and downgrade channels and internet services. *** also do refused do give me an extension and payment plan. I had to seek help from family member at times the service was disconnected. *** also continue to try and take money out of a friends account after I told them that was not my account and and friend could not help with the **** resulting her paying the bank for return checks.

  

  Business Response

  Date: 07/29/2022

  Dear Zareia ******, 
  
  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 July 28, 2022 and have provided a resolution for the concerns brought ** 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:07/21/2022

  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 had service with *** Communication for internet services in ******, **. I cancelled my services in late April because I moved. I had rented a modem from them and was told to return it to a *** location. The instructions explicitly said that I could return the modem without a shipping label or even a box or a receipt. I was to trust that the *** company partners with *** Communication and *** would return the modem to the company. I returned my modem on April 25 or 26. A few weeks later, I received a **** for $122 for the modem. I had returned the modem exactly as I had been instructed to do so. *** Communication claimed that it never received the modem. I asked them to check their inventory. They never got back to me with a resolution but insisted that I need to pay. I finally found out through many, many phone calls with representatives at the company that the company "doesn't think they have the modem." I explained that I should not be charged for them misplacing the modem. I returned it as I was instructed to do so. I called/chatted with the company for weeks, and have spent many hours to resolve this issue. They were extremely unhelpful. They said without a receipt they would not recognize the return. Then they said they are sending me to collections for $122 for a modem that I diligently returned. If I had it, it would show up on their radar. All of these equipments have tracking chips, unique model numbers, etc. They could simply track it down if they really wanted to. So I paid with my credit card and disputed it because I thought I was unfairly charged. Now I have received a new **** in the mail for $147 and more threats to send me to collections. This is absolutely ridiculous and wrong. They gave improper instructions when returning the equipment to *** and now they claim that I owe them. They are sending me to collections for equipment that I returned that same week. It is in their possession, and the risk passed to them when I returned it to ***.

  

  Business Response

  Date: 07/29/2022

  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 July 28, 2022, and have provided a resolution for the concerns brought ** 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:07/21/2022

  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.

  Our neighborhood has not had consistent internet for over 5 days and it is still continuing. It will work for 5 minutes and then be down for 3. Many of us work from home and this is preventing us from getting anything done. Also, our phone service goes down when the internet goes down. In addition, the range extenders for our cell service will not work without internet. So many of us have no way of communicating with the outside world, including if there is an emergency and we need to call 911. When we call ***, they do not know when this will be resolved and that their techs are working on it. As I write this I am sitting outside our neighborhood Next to the *** box and there is no one working on it.

  

  Business Response

  Date: 07/25/2022

  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 July 25, 2022, we called you and have provided a resolution for the concerns brought ** in your complaint.  
  If you have any questions or concerns regarding your account, please contact our Customer ********************** department on **************.  
  
  Best Regards, 
  
  *** - ********** 
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team- 

• Initial Complaint

  Date:07/18/2022

  Type:Order 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.

  Company has continued to charge me at an unauthorized rate. I have chatted in multiple times and they have not suspended service or fixed the fee. I have reported this charge to my credit company who advised me to remove payment and cancel my card. I am.moving to ***** for active duty military service for next 2 years and they are not canceling My service or adjusting the ****. Unacceptable

  

  Business Response

  Date: 07/22/2022

  Dear ***** Johnson 
  
  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 July 22, ****, and have provided a resolution for the concerns brought ** 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: 07/26/2022

  *** has not provided a resolution or been in contact with me that I know of.

  

  Business Response

  Date: 08/01/2022

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

• Initial Complaint

  Date:07/13/2022

  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.

  I got such poor service during purchase I called back and cancelled. *** is refusing cancellation and billing like they can't hear. I have talked with them for hours.

  

  Business Response

  Date: 07/20/2022

  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 July 19, 2022, we called you and have provided a resolution for the concerns brought ** in your complaint.  
  If you have any questions or concerns regarding your account, please contact our Customer ********************** department on **************.  
  
  Best Regards, 
  
  *** - ********** 
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team- 

  Customer Answer

  Date: 07/24/2022

   

  I explained to *** I cancelled right after the order.  Instead of cancelling my order, they didn't send equipment, and pretend I owe them money.  I have explained more than 5 times.  Then they persist "Oh, sorry to see you go" and "we want our equipment back."  Horrible.  Read their message-- what is their offer>

  

  Business Response

  Date: 07/25/2022

  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 July20, 2022, we called you and have provided a resolution for the concerns brought ** in your complaint.If you have any questions or concerns regarding your account, please contact our Customer ********************** department on **************.Best Regards,*** - ********** ----------------------------------------------------------------------------------------The Executive Escalations Team-

• Initial Complaint

  Date:07/08/2022

  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 a customer of *** for more than 20 years. Since I went to internet only, I have been having trouble with internet service for the last couple of years. I have had service techs out to my house several times and they have replaced cables, run new lines etc to fix the problem. This last visit "an outdated booster" was removed that was owned and installed by *** previously was removed to resolve the problem but even though this was their equipment I was charged $75 for the service call. The customer ********************** rep was rude, blamed me for not have "*** care" and tried to sell me this even though they haven't met minimal care as yet. He did agree as a one time courtesy to waive the fee but only if I purchased the "extended care". I find their practices unethical and predatory.

  

  Business Response

  Date: 07/14/2022

  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 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:07/08/2022

  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.

  Unable to disconnect service due to internal call routing issues and long wait times on phone.

  

  Business Response

  Date: 07/15/2022

  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:07/06/2022

  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 signed up for internet in my area, as I work from home and our address is only within the *** service area. I have attempted 2-3 per day for the past 3 days to connect my service to our modem, since there is one in the home and I do not need to rent a new one through ***. Each time, the agents have told me that the modem is connected to another account. I spoke with my landlord and he reached out to *** separately, the agent confirmed that his service had been canceled as on June 7th (a month ago). I have been without wifi for 4 days, and when I asked about escalating the issue, I was told that there was no path to escalate to, and I needed to contact the previous account holder. The agent was quicker to cancel my service completely, rather than provide an additional solution. I am still without internet and must return to work today. The *** business model is extremely ineffective and unprofessional, as they are the only provider in this service area and have offered no solutions to support me as a consumer. I am highly dissatisfied and would not recommend to anyone.

  

  Business Response

  Date: 07/15/2022

  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:07/06/2022

  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 qualify for discount internet ************************** was a *** internet subscriber and I moved my service to my new address. So I went in to the office and the guy said signing up today will get me a bonus of free web camera security services and I qualified for their service. The guy gave me a little box with the modem in it, I asked about the camera he said I could get that in 21 days because they had to be delivered by a service guy so they can setup properly. So I waited those 21 days and no camera service guy ever came. I only accepted because of the security system I told the *** rep guy that day, So he lied to me to keep my business and I feel they didn't hold up to their agreement on the contract and they expect me to pay for services I NEVER UTILIZED. I told them I'd wait 21 days til the system came and it didnt come so I packed up the little box and took back to the location and told them why. Now on my credit report there they are, Why? Please help me resolve this with them.

  

  Business Response

  Date: 07/12/2022

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

• Initial Complaint

  Date:06/30/2022

  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.

  I had cox communications for about 14 months. In that time I had quite a few issues and the speeds where completely garbage for the price. I currently get 2GB up and down with Frontier for the same price as their max ************ I cancelled my services recently, I had reinjured a spinal cord from an injury I received while I was over seas in the Military. This caused me to have to receive a fusion on my L5-S1 disc. This process and recovery is not easy and I basically had to learn how to walk again and am in an unbearable amount of pain. The company *** uses to collect their equipment had belittled me on the phone and treated me poorly saying things like "How do you have no friends or family that can get the equipment and send it back for you". All I asked for was 1 week extensions to return the equipment. Yesterday they sent me an email saying they sent my whole account to an outside collection agency and basically told me to go f**k myself. I reached out to the executive team at *** and received a pretty rude little girl yelling at my about the same thing "Why would you not check you account, why would you not check you bank" like she knows what the f**k I am going through right now. During one of the other calls to the company, one employee actually told me "You could die and we still wouldn't give you an extension"

  

  Business Response

  Date: 07/12/2022

  Tell us why here...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 July 12, 2022, and have provided a resolution for the concerns brought ** 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-