Reviews

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.

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

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!

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

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.

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 Communications

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!!!!!

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

Aggressive contracts leave you with little option to downgrade. Beware of "Autorenew" which is ***** way of keeping you in an expensive contract padded with extra services you don't need. We will be switching to Century Link as soon as possible.

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 with their services and pricing concerns. 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. **********************

On July 24, 2024 I called Cox to request a new promotional price for my residential internet service (500Mbps). The current promotion I had was to expire on 8/7/2024. I negotiated Cox Complete Care at no charge for 2 years and $60/month for 2 years (500Mbps). However, Cox stated they could not activate this offer until 8/6 or 8/7 and I would have to call back to activate. Cox sent me a verification email on 7/24/2024 with a $90/ month rate. I called back and the representative stated that the offer was $60/month and no charge for Complete Care. I called back on 8/6/2024 to request activation of the $60 offer as instructed by Cox. That offer was no longer available. It would be the $90/month for 2 years. This is a typical bait and switch tactic. I followed Cox directions on activation of a new plan. They could have given me the offer on 7/24/2024 when I first called, but instead chose to be a business that has no regard for professionalism and customer satisfaction.

Dear BBB: Cox Communications Northeast Executive Escalations team responds to BBB Review #79061. We reached out to our customer to review the said comments and was able to satisfy the customers concern with a resolution to the issue. Our customer advised they were very satisfied. The customer is aware if any further concerns they were provided with a contact. We appreciate our customer's patronage and again our apology for the experience. Respectfully, The Cox Northeast Team

I use Cox Cable internet for my work from home and internet streaming. Over the last 2 months June- July, Cox has had disrupted service more than 16 times. These outages have in some case lasted over multiple days. Upon contact with them for resolution to this issue, they refused to consider a substantial cut to the charges I pay for their services and offered me a mere $43 dollar credit for the multiple outages over two months. Those outages cost close to $1000 in hourly wages, possibly more. To further my concerns, there seem to be certain times of day when Cox slows down bandwidth or participates in rolling outages for our area. Normally this is during a "downtime" where most of our neighborhood is either on site working or overnight, but it also happens on a regular basis in the morning and the early evening. This has caused my family and I to resort to the use of our cellular hotspots which has eaten away our emergency data store. Cox maintains that they do not participate in choking bandwidth, but I have spoken to several household, and am sure that if the BBB were to investigate they would find more than adequate evidence that Cox, in an effort to save themselves money, cuts services to lower their operating costs. I do not believe that Cox is willing to assist its clients and will be looking extensively into alternative providers with better overall service. I truly hope that this helps someone else before they make the mistake of believing Cox's promises, and urge you all to look very carefully at any provider that you choose to contract with.

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, we were unable to provide an agreed upon resolution due to customer not wanting to provide account information for us to further assist or locate the account to send our field team to resolve this problem described. We advised to call our 1800 **************** Number when ready to address the concern. 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

I am unable to reach any meaningful resolution with ***.

Ive been a *** customer for 3 years, paying $211 every month for internet and cable. Now they are saying that our promotional period is over and that our new bill is $337. What a scam. *** should be investigated for their crooked business practices.

*** made attempts to reach ********************* in receipt of her complaint; however, we did not have the opportunity to speak with them. Should ************** wish to discuss this matter further, they can reach a *** representative the contact information provided.Cox Communications

Absolutely horrible company. You pay for 1000mbps and you end up getting ~30 on a daily basis. Should be sued for fraud. Company will not even remotely close come to expectations. Dont listen to their lies

We made attempts to contact Mr. . . . However, we were unable to reach them.Should they wish to speak with us, they can reach a *** representative at the phone number provided via email. Thank you.