130 Customer Reviews
Sort By
Review from Christina H
1 star08/13/2024
I am paying every month on auto pay...without fail. Yet they drop my service EVERY MONTH and offer zero apologies and zero credits. W...tf.....is that??? Why do cable/internet companies able to get away with this??????
Cox Communications Response
08/15/2024
Dear ********* ******* Cox Communications (Cox) is in receipt of your 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 TeamReview from Kris K
1 star08/13/2024
Forced into a contract with Cox due to apartment complex contract. Internet service is out almost as often as it is on. Impossible to get any customer service either over the phone or on line. Completely useless techs that don’t know the difference between Coax and Ethernet or a modem and a switch. The very second I have the option of a different ISP I will be switching.Cox Communications Response
08/16/2024
Dear BBB, Cox Communications responds to BBB Review ID: 45496 filed with your office on August 13, 2024. The Cox Sr Customer Care Team attempted to contact our customer in response to their complaint. Unfortunately, we were unsuccessful in reaching them. If our customer would like to speak with us regarding their complaint, they can reach our Sr. Customer Care Team at the phone number that we provided in our email. Sincerely, Cox Senior Customer Care TeamReview from Robert W
1 star08/06/2024
So glad my area has AT&T and other options finally. Cox had a stranglehold on fast internet here. In my opinion they have the worst customer service I have ever witnessed. Before fixing a problem, they would try to sell me on other upgrades. This happened a few times. The worst one, they told me that I should just upgrade for better internet even though I would not get the rates promised it would be faster. It's just bad. I am so glad I can use someone else. Glad our relationship is over. It was you Cox, not me. Not sure how you have an A+ rating with a 1/5 stars. I have actually never met anyone that said anything good about the company.Cox Communications Response
08/07/2024
Dear BBB: Cox Northeast team responds to BBB Review 45428. We have reached out to our customer to see how we may further help in the issue as stated regarding service issues. We appreciate our customer's patronage and look forwarding to see how we can assist further with the issues mentioned. We have provided a supervisor's contact information upon receipt of receiving this information. Respectfully, The Northeast teamReview from Leslie L
1 star08/05/2024
A customer must pay twice each month for service or they will disconnect the account and force you to pay reconnect fee, late fee and new monthly fee. They also demand your credit card number and bank account number and remove the money at will, whenever they decide. The customer has no choice in the matter.Cox Communications Response
08/06/2024
Dear BBB: Cox Communications Northeast Team responds to BBB Review ID #45407. We are very sorry to hear of your comments and indication of an experience. By review of your account, we see numerous payment arrangements that were made with various agents by you and a future dated payment arrangement that had been made on the account in order to post a payment at the date arranged with the agents. Cox does not remove money at will, a customer requests through payment arrangement and that is what was reviewed on the monitored calls we reviewed upon receipt of the review information. The dates when you reached out to us in July and early August. We are sorry to hear of any a possible miss-communication that may have taken place with respect to dates or the understanding of what was being processed for you. If you have any further questions regarding this matter, a supervisor would be glad to review your account. For assistance regarding this matter, please contact us at the number we have provided at 844.209.9412 M-F 8:30 am to 5:00pm. Respectfully, The Cox Northeast Executive Escalations TeamReview from Deborah S
1 star07/22/2024
Cox inflates their product pricing. The pricing is not consistent. It appears that every month, the bill is a different amount. The quality of the TV service is a monopoly; however, there are better internet products whose service is not "choppy" and non-dependable.Cox Communications Response
07/26/2024
Dear BBB, Cox Communications is responding to the Review received from your office on July 22, 2024, with the assigned BBB review ID of 45240. A Sr. Customer Care Specialist contacted our customer on July 24, 2024, in response to this BBB review. The Specialist confirmed that an internal error occurred, which resulted in the conflicting rate quotes she received. Since filing this review, our customer spoke with another Cox representative who corrected her billing and rate concerns. Cox apologizes for the internal error that occurred, and thanks our customer for bringing this concern to our attention. Cox Communications continually reviews its processes to make further improvements to our customer experience. We provided our customer with our direct contact information should she have additional questions or concerns regarding this matter. Sincerely, The Sr. Customer Care TeamReview from Marlena M
1 star07/19/2024
Today is day 4 of my total service outage. Cox has provided limited information/updates. I have been told there is an outage in my community, period. I am supposed to be OK with this. I am not OK. My life has been significantly disrupted and this giant corporation is unable or unwilling to COMMUNICATE their efforts to correct the problem or offer options to customers they have left hanging. Unbelievable, unprofessional, unacceptable.Cox Communications Response
07/22/2024
Dear BBB: We have reached out to our customer regarding BBB review #45220, and currently working with our customer to go over the issue. We will work with our customer to ensure satisfaction. A supervisor has been in touch with our customer as of 7.22.24. Respectfully, The Northeast Executive Escalations teamReview from Melissa O
1 star07/10/2024
They charge you an arm and a leg for basic services. As of now I’m paying $251 for cable and internet that works Less less. They also tend to add stuff without permission. Claim they have specials for recurring customers always fail to deliver on what they promise. Once push to the breaking point and I’m on a roll. Your not going to push that one me ever again coxCox Communications Response
07/15/2024
Dear Melissa ****** 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 TeamReview from Dustin K
1 star05/10/2024
Been a customer with Cox for 16 years. Never had one issue. That is until July 2023. Since then, there has been constant service outages. I have been upsold on merchandise because “I was having speed issues” which was not the case. I have been told so many things on my end. Here recently there has been nothing but consistent connections. No one can give a time table. I have had to waste my time and call or use their message center to get a credit, Even with achieving that wastes my time. If I didn’t call, they would gladly keep the money without providing the service. I have started keeping records of the messages to them. All I want is the service I pay for. If this was once in a while with an outage or update. Understandable, but July 2024 will be a full year of this happening.Cox Communications Response
05/14/2024
Dear BBB: The Northeast Escalations team responds to BBB Review ID: 43430 We have spoken with our customer and apologized for any inconveniences with respect to agent interactions and provided an update to our customers concerns overall with respect to the technical issues for the area. Also, our customer was provided one of our agents contact information in the event of any further concerns regarding this matter. We appreciate our customer's patronage. Respectfully, The Northeast teamReview from Tim M
1 star05/05/2024
Frequent Outages My disappointment in Cox communication is rather new. I have used Cox for nearly 20 years but in the last six months the frequent outages in my ZIP Code here in Pensacola is beyond ridiculous. It has been multiple times a month where Internet will go off and you have no TV, no Internet usually for hours at a time. I am a teacher. I’m a student and here I am with nothing. There has been no explanation each time I have called customer service or messaged them and messaged back-and-forth each time the same excuse we’re working on it. We’re working on it. If you have another internet provider option I suggest you go with another option if you’re in the Pensacola area. This is rather sad because for years, they were a reliable company with very few problems, But in the last 6 to 8 months, this has just been a ridiculous repeating issue of Internet outages with no explanation. Unfortunately, I have lost all confidence in Cox communications for Internet service and they have done nothing to gain my confidence.Cox Communications Response
05/08/2024
We apologize for the frustrating experience and appreciate the opportunity to address the customer's service concerns. Cox found the power going to the neighbor was not working correctly and with the Power Company's assistance repaired the power. Since it was an issue that lasted almost a week, Cox applied a one time credit to the customer's account, Should the customer have any further concerns, they can reach the Executive Escalations Specialist at the number provided. Sincerely, Cox Executive Escalations teamReview from Allison H
1 star05/01/2024
When I contacted Cox Communications, I was looking for three answers; what was the reason for the outage, when service would be restored, and if the service outage lasted longer than 24 hours if the account would be prorated. I received none of those answers. Instead, what I did receive was someone who was trying to upsell me on a service that I can’t even use. During that upsell, it was stated that they could easily reset my equipment and I could start using the faster internet IMMEDIATELY. It is now my understanding that the service outage is just an excuse to get people to pay more for internet, which is DESPICABLE. I find it repulsive that cox would stoop to such levels that they would turn off services to hold their customers hostage until they are forced to pay more. When pushed on that issue, the agent on the other end did not deny that was the case nor did they correct themselves if it was said in error. They continued with saying the service would be out and did not answer any of the original questions; only furthing the belief that this is intentional. I asked for a link or an opportunity to provide feedback-I was instructed that there would be a link, and when I pressed for that link the chat reverted back to a chat box. It is clear that I was never going to get that link. Rest assured that when we move, cox will no longer be our internet provider as this experience has shown the abominable practices that cox will use (and likely continue to use) to raise prices out of contract.
Customer Review Rating
1.08/5stars
Average of 130 Customer Reviews
Contact Information
Want a quote from this business?
Get a QuoteCustomer Reviews are not used in the calculation of BBB Rating
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.