Reviews
This profile includes reviews for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see
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Average of 75 Customer Reviews
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Review fromKassandra W
Date: 03/27/2025
1 starKassandra W
Date: 03/27/2025
My family has endured one of the worst customer service experiences imaginable, culminating in a complete shutdown of our phone service with no legitimate warningleaving us stranded and scrambling to fix a mess entirely of Coxs making.We originally had both *** internet and mobile services, but after moving to a location where *** does not provide internet, we kept our mobile plan. That decision turned out to be a massive ********** the past two weeks, I received several calls from unrecognized numbers, claiming my service would be disconnected. The caller ID did not identify them as ***, making them indistinguishable from scam calls. Concerned, I reached out to Coxs official ***** number on 3/21. Their representative assured me that no official *** representative had contacted me, verified my account details, and confirmed my service was secure.Then, on 3/26, I received another call from yet another unidentified number. This time, they left a voicemail giving me a mere 10-minute warning before disconnecting my service entirely. By the time I saw the message, my service was already shut off. This happened an hour before their nearest store closed on a weeknight, leaving my family completely strandedno time to get to a store and no way to call for ******* make matters worse, when I attempted to log into my *** account via WiFi, I discovered that *** had completely closed our account, locking us out of any support options other than starting fresh through sales. Now, my spouse and I are forced to take time off work to deal with their incompetence.The way *** Mobile handled this situation was appallinginconsistent messaging, unprofessional communication methods, and an absolute disregard for customer well-being. We will be taking our business elsewhere and warning everyone we can to avoid *** Mobile at all costs.
Cox Communications
Date: 03/31/2025
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 ********** 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 delay. Best Regards, *** West Region ---------------------------------------------------------------------------------------- The Executive Escalations TeamReview fromMary B
Date: 03/26/2025
1 star2/25/2025 - called *** as a returning customer to receive only ***************** Was told equipment would be so easy to install and would be mailed to me. I put down a $50 deposit and was told my service would be approximately $50 a month.2/27/2025 - equipment delivered around 8PM.2/28/2025 - attempted to install and get my WiFi up. Called for support; could not get working; was told theyd have to send a technician out - cost between $75-$100 OR for $46 more a month tech support covered. Told CSR to cancel entire order and I returned the equipment immediately. Was told theyd have would send me a refund check via mail.3/26/2025. Called to inquire about my $50 deposit refund. Couldnt ever get anyone on phone; all conversation via text. Was told my refund of $44.86 was processed on 3/14 and will take 30 days to receive from post date. Inquired why it wasnt for $50?? Told me amount is pro rated for service..WHAT SERVICE?? I NEVER got connected and used them!Now I am reminded once again why NOT to use COX COMMUNICATIONS!Review fromTrenell C
Date: 03/18/2025
1 starTrenell C
Date: 03/18/2025
Cox Communications Business **** over sell to the customer charging out rageous prices. They offered me a phone and I have been trying to canceling the service since the 30 day promotion ended. Now, they are informing me that I am obligated to pay the bill. I am not paying the bill.Cox Communications
Date: 03/19/2025
We have contacted our customer and addressed her concern.Thank you.Cox Communications
Date: 03/20/2025
*** made attempts to reach ******* ****** in receipt of his complaint; however, we did not have the opportunity to speak with them. Should Mr. ****** wish to discuss this matter further, they can reach a *** representative at the contact information provided.Cox CommunicationsReview fromCharles M
Date: 01/31/2025
1 starCharles M
Date: 01/31/2025
I left a review of *** that inspired a phone call. The *** *** told me she would look into my situation and possibly rectify it. Apparently my review struck a nerve. It's been over a week since I last heard from anyone from ***. BOO! Do I see ghosts? *** lies to your face. You can call during the loyalty, enrollment, specials period, devise a package, get a quote ! Then 3 months later your previously promised bill rises 20%. If you lose the sneaky promotions, it may be 40%! *** lies to your face. Confirmation emails or text mean nothing to them. I am contacting a lawyer about starting a class action law suit. TodayCox Communications
Date: 02/04/2025
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 reached out to our customer to address their concerns on 1/27/25, however, our attempts to reach them again on 1/28/25 and 2/4/25 to follow-up have been unsuccessful. We have emailed the customer directly and provided the *** ********************** number ************, as any representative will be readily available to assist. Thank you for your time and consideration.Review fromJahkeya C
Date: 01/23/2025
1 starJahkeya C
Date: 01/23/2025
This is ridiculous I have been with *** many years but the last year has been bad I was on the *** affordable program after they did away with that they had me apply with connect to compete, I got approved. They sent me a new WiFi box The box didnt work they sent out a tech. The tech couldnt get it to work so they told me to use my original box and I would be still charged the same but after months I still have been getting overcharged now its saying that I owe $273 after speaking to supervisors. They are being very nasty and saying different things one supervisor telling me I cant do certain stuff and one telling me I cant this is ridiculous and I would like to speak with someone as soon as possible.Cox Communications
Date: 01/28/2025
Dear Better Business Bureau Cox Communications is responding to the review, ID ***** filed with your office on January 24, 2025. We would like to thank the Better Business Bureau for the opportunity to assist a valuable customer. We apologize 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 and determined in conversations with our representatives, there was a miscommunication about which of our low-cost products the customer was requesting. One product Connect to Compete requires an application which as not submitted by our customer. We determined as a former beneficiary of the *** (Affordable Connectivity Program) she was eligible for our *********************** Our specialist reviewed this process and scheduled a technician to complete the change to the new product. We were not made aware that our customer moved and has not completed the transfer process with ***. A follow up call to the customer ended abruptly and subsequent calls were not returned. To receive the ********************** package our customer must call ********************** to have her services connected at the correct address. As a customer service-oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.We appreciate the opportunity that the Better Business Bureau has given to us to assist our customer. Respectfully, ********************** East Executive Resolutions teamReview fromCindy S
Date: 01/07/2025
1 starCindy S
Date: 01/07/2025
I pay my bills through my bank to make sure my account information is as safe as possible. When I get paid, I pay any balances for any bills that I can possibly find that day. Usually, it takes a week to 9 days for *** to get my payment. So, my payments are never late to any company. This last month I received a notice that they had not received my payment. So, I called them gave them a payment verification number from my bank on the payment that I posted on the 7th with a guaranteed creditor receive date of the 13th. I also noticed that the last 4 payments were 2-3 weeks past the creditor receive date. I called them 3 times within a period of 2 weeks or less asking "What could have caused this". Every time I was addressed as if I never made the payment. Not one time did they take the time to investigate what could have caused the issue. I called my bank, and they gave me the same excuse "It's the carrier service because of the holidays". This also happened in September mind you. After what seemed like 100 hours of being on hold with *** and no results except demeaning treatment, a second call to the bank and finally getting in touch with a customer service representative that took the time to into it. They found that *** had made a change to my account since I created the bill pay to *** over several years ago WITH NO NOTICATION. I then called the *** back a 4th time to tell them what was going on and to get the late payment fee removed. After all the c*** that I went through to find out what was going on and providing them with all the info they needed to verify the payment was made they had the nerve to tell me they can only remove a late payment fee once a year. After more than years as a customer with ********************** I will be joining the mass exodus and cutting the cable thanks to being treated as I was. Frustrated, hurt and mad at myself for staying with this company as long as I did.Cox Communications
Date: 01/10/2025
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 they confirmed the issue had been resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. We appreciate the opportunity that the BBB has given to us to assist our customer. ******** *. Executive Resolution Specialist Cox Communications, **************Review fromivory z
Date: 12/19/2024
1 starivory z
Date: 12/19/2024
I dont understand how this service provider can have an A+ BBB rating with all of these 1 star reviews. My issues are very similar to everyone else who has filed a complaint on here. First off, they are THE ONLY internet provider in my area so you are forced to use them and they do not extend or honor any of their promotions to my area. Secondly, I am literally getting booted offline multiple times a week, sometimes multiple times a day, which makes it super frustrating and challenging to work from home, enjoy streaming services, game.. etc. Additionally I pay for the highest internet they offer just so I can QUALIFY to PAY EXTRA for UNLIMITED DATA. (Yes, you read that rightyou dont just get unlimited data, you have to pay for the highest service of internet and then are charged another $30 on top of that for unlimited data) The cherry on top is they make it impossible to find a phone number to call to talk through issues you are encountering. So you use their chat, which is a robot and when you finally get a live agent, they arent any better. Also, if you call for technical support, they slap another $10 fee onto your bill for at least 3 months in order for you to not have to pay for the additional tech support on its own which is upwards of $100 per issue. I can list so many other things, but Im going to run out of characters on here. STAY AWAY IF YOU CAN!Cox Communications
Date: 12/26/2024
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. We have reached out to our customer to address their concerns, however, our attempts to reach them have been unsuccessful. Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution.Thank you for your time and consideration. **************************** Cox Communications, ***********Review fromYoselin E
Date: 11/22/2024
1 starjust fyi in case you want to know how *** does business, their sales *** can tell you up and down that the service they are selling you will not be under contract and only agree based on that premise, but they can just add a note to your bill saying this is a contract and magically youre under a contract you never willingly agreed to. I am having to pay 180$ in cancellation fees for a contract I was tricked into and no one was willing to help me. So make sure you look at your bills anytime you make any change to your accountReview fromJames J
Date: 11/18/2024
1 starJames J
Date: 11/18/2024
On November 11th, 2024 we went to a *** store to swap out our current modem due to constant outages (outages verified by our neighbors that it was only us without internet). Upon hooking up the new modem our advertised speeds were correct. 1 Gbps download and close to 100 Mbps upload speeds. I was surprised at the upload speed and proceeded to check the *** website for their advertised speeds. For our address it is advertised as up to 100 Mbps. Previously it was 35 Mbps. On November 12th, 2024 I proceeded to do a live stream at 50 Mbps upload (half of the advertised speed) and could not get a steady connection until lowering past 30 Mbps. Upon chatting with *** on their live chat service on their website, I was told it was something with our personal devices. I explained that, as a previous IT and PC builder, that I have done everything on my end to ensure that is not possible. Nothing had changed since the previous day. I have been dealing with *** Comm for many years now. And every single time there was a problem it was always the customers fault. They would do everything they could to not even check out the problem (including modem light showing online but no internet connection and telling me everything was fine when no devices could connect to the internet). Constant gaslighting from them when there is a problem. They need to be held accountable for their problems. It is beyond me that for decades they have had countless problems and yet they have an A+ rating with the BBB. Every person I have talked to that uses *** Comm for internet has problems with them. Not to mention their high prices compared to competition on both coasts that provide higher speeds at a lower cost. They use corrupt practices of pushing out competition in areas and gain a monopoly on communities so they can keep their prices high. Unbelievable.Cox Communications
Date: 11/22/2024
We want to thank ***** ***** for taking the time to file his concern. In receipt of this complaint, *** spoke with Mr. ****** and we have addressed their concerns. We sincerely apologize for any inconvenience caused. Thank you. Cox CommunicationsReview fromJeannette R
Date: 11/06/2024
1 starJeannette R
Date: 11/06/2024
I believe they should get no stars! I recently moved to Gainesville, and unfortunately Cox is one of the Internet providers in the area who services the vast majority of the small town. I’ve been having problems with Internet service from day one there’s constant outages They don’t credit you for those outages they are price gouging! Because they know that they’re the only ones that are in the area so you have to pay the higher prices. I had to do an extension for a payment arrangement because my daughter was in the hospital when I did so I had a certain card on file that they charged. The funds were not on that card however, I saw that and immediately recharged another card and made payment they charged me $25 for return charge fee even though I made the payment the same day they would not budge to remove the fees. Their customer service is terrible. I really hope that we get more Internet coverage from different companies in this area and I hope that more people walk away from Cox , then proceeded to tell me that they would no longer make payment arrangements because I had a card on file that they were charging and that they could not pull money from . So you’re penalizing me because I wanted to use a different card instead of trying to keep me as a customer now telling me that I can no longer make a payment arrangement. I’m banned for 90 days for doing so.!!! This has been the worst that I have ever been with the way that I have been treated as a consumer and a customer paying money for Internet services has been horrible. I would never recommend them not even to my worst enemy.!!!!!!! Cox cable Should not even be in business any longer!!!!!Cox Communications
Date: 11/13/2024
We apologize for this frustrating experience and appreciate the opportunity to address the customer's concerns.Unfortunately, we have not been able to contact the customer. Should they still need assist please contact *** at **************.Sincerely, *** Executive Escalations team
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