ComplaintsforCox Communications Las Vegas

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Initial Complaint
06/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Currently there is an outage going on due to maintenance that I was not notified of beforehand. This disrupted my own activities and maintenance is not expected to be done until SIX HOURS from now. This is highly unprofessional and at the very bare minimum, a notice should have been sent out detailing this maintenance period. If *** didnt have such a monopoly in Las Vegas, I would switch to a different provider in a heartbeat. There are too many unprecedented outages with slow fixes disruption service, which in this day and age is absolutely unacceptable especially without a notice to the customer.
Business response
06/21/2024
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
Service department at **************.

Best Regards,

*******************
----------------------------------------------------------------------------------------
The Executive Escalations Team
Initial Complaint
06/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On June 8, 2024, a technician came to check the service per my request to a representative. I made the call prior to June 8th to schedule the service. The technician checked the wires inside the house and the modem and router setup. Everything looked fine inside the house. Later, he went to check the box installation on the outside of the building and noticed that there were issues there. He mentioned that he was going to place another ticket as those repairs were outside his abilities. It is now a week since that was addressed and I'm still not getting the quality and speed of internet service that I'm paying for. I have been overpaying for the last 12 months for something that I'm not receiving. Attached you can see the internet speed test, that shows that I am not getting: Download speed up to 500 Mbps or 1.25 TB of Data. They are stealing from me and many others as their claims of "fast and reliable speeds on fiber-powered network" are far from the reality that I'm facing with their current service being provided to me. I tried to get a hold of a manager to express my discontent about this issue and kept getting ignored and not directed to one.My account number is: ******************.
Business response
06/26/2024
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 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 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 Resolutions
Cox Communications, ***********
Initial Complaint
06/17/2024
Complaint Type:
Billing Issues
Status:
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.
I emailed *** on iMessage to ask questions about a late fee. I received an email saying Ill be receiving a late fee if I dont pay by today. This email was sent 12pm today. I texted *** and ******* said it was already applied. So I said why if I just got the email today. He told me theres nothing to be done. So Im not paying for this months service until this gets resolved why would I be getting an email for a late fee if its already applied????? And if it was already applied why wasnt I notified???
Business response
06/18/2024
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 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 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 Resolutions
Cox Communications
Initial Complaint
06/14/2024
Complaint Type:
Billing Issues
Status:
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.
*** auto renewed my policy and raised my rates without informing us. Once I tried to cancel they charged me an early termination fee of $1815 in May of 2024. I refuse to pay this fee because i fulfilled the terms of my contract and did not want it renewed. I have attempted to contact *** and they only offered to lower this bill by 50%. I do not owe this money and want this fee and any other surcharges they tack on removed from my account
Business response
06/18/2024
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 contacted the end-user, ****, directly to address their concerns and have provided a successful resolution.

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, Northeast Region
Initial Complaint
06/12/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
*** sent me cable boxes. *** delivered to someone else and *** refuses to send me new boxes. They transferred me five times and refused to transfer to a supervisor. Then they said there was no supervisor to talk to.
Business response
06/25/2024

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 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 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 Resolutions
Cox Communications, ***********
Customer response
06/25/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************************
Initial Complaint
06/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Trying to upsell internet services instead of fixing the internet connection, which is ***** responsibility. They provide a straightforward installation kit that requires a power connection and a coaxial cable. But it does not connect to the internet. This issue is with ***** connection, but they want to charge for the installation rather than fix their connection. They are trying to upsell a maintenance program for $10 per month, which is not needed or necessary.
Business response
06/12/2024
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 reached out to you regarding your *** account on June *******, 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 *************************** at **************.

Best Regards,

*****************
----------------------------------------------------------------------------------------
The Executive Escalations Team
Initial Complaint
06/03/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
At the behest of the *** rep, I purchased *** Care @ $10 per month so a technician could come out to figure out internet problem. Tech could not figure out the problem. I called back to cancel given its worthlessness sans the rep then said I had to keep it 60 days or be charged $100 so I did. I then cancelled via the app and there was no mention of a cancellation warning and now a month later they conveniently charged the $100 penalty. Its $120 per yr so they should do as they said they would and cancel without penalty or provide the 10 months theyre charging but not offering any service. There is NO damage to them other than a disgusting money grab opportunity. They say they record all calls so they should easily be able to confirm the above.
Business response
06/03/2024
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 June 3, 2024
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 ******************************** at **************.

Best Regards,?

************************;
----------------------------------------------------------------------------------------?
The Executive Escalations Team?
Customer response
06/04/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
05/30/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On May 24, 2024, I reported no wifi/internet on my *** account/connection. Since then no troubleshooting was done through now May 29 when I reported a continuous no wifi/internet on the service I have been paying. *** should return my paid wifi/internet connection asap and provide credit for the non-connection since May 24. *** has been habitually cheating its paying customers by cutting wifi/internet connection. *** should be penalized for cheating its paying customers. If *** repeats failing service to me as a paying customer, I will demand double the credit payment from $20 to $40. I also request the Better Business Bureau to make this complaint public for other ***** paying customers know that they are being cheated by ***.
Business response
06/03/2024
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 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,?
?************************;
----------------------------------------------------------------------------------------?
The Executive Escalations Team?

Customer response
06/04/2024

Complaint: 21776818

I am rejecting this response because: *** repeatedly cuts my internet connection for a prolonged length of time often faulting my hardware such as modem. There is nothing wrong with my modem or any of my hardware. This has happened many times in the past and the pattern of repeated practice is tantamount deceitful business practice. I need *** to resume my internet connection and provide credit to the non-service or unavailability of my internet since I first reported it in May 24.

Sincerely,

***********************
Business response
06/07/2024
Dear **,

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, we were unable to provide an agreed upon resolution. You have declined our offer to schedule a service appointment in lieu of a credit.

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 you have experienced, and we are deeply sorry we were unable to reach an agreed upon resolution.

If you have any questions or concerns regarding your account, please contact our *************************** at ************.

Best Regards,

*******************
----------------------------------------------------------------------------------------
The Executive Escalations Team
Customer response
06/11/2024

Complaint: 21776818

I am rejecting this response because: my internet/wifi connection came back on June 7, 2024 after my intermittent/continuous reboot of hardwares since May 24, so there is no problem with cables and hardwares inside and outside. There is no need for *** rep to come in. Like what I have indicated in the past, *** repeatedly "disable" my internet and cable service following the same pattern it had done several times previously. *** needs to provide credit to no internet and cable service since I reported the problem on May 24 and through June 7 when the connection and service came back to normal.

Sincerely,

***********************
Business response
06/14/2024
Dear **,

Cox Communications (***) is in receipt of your rebuttalcomplaint 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 *************************** at ************.

Best Regards,

*******************
----------------------------------------------------------------------------------------
The Executive Escalations Team

Customer response
06/17/2024

Complaint: 21776818

I am rejecting this response because: ***** repeated idea of resolution is to send *** technical rep to check my hardware connection. I repeat, there is nothing wrong with the hardware connection. From May 24, when I first reported no service on my cable TV and internet/wifi, the problem peristed and continued through June 7. On June 7, I solved the problem by myself by continuously rebooting the cable box and the modem. Since June 7 the cable TV and internet/wifi are working fine without a hitch. What *** should do as a resolution is to pay me for the no service in my cable TV and internet/wifi from May 24 to June 6 in the form of credit on my bill. Second, *** should not repeat this frequent no-service of cable TV and internet/wifi that I pay for. That's the resolution I need, not sending another *** technical rep to check the hardware connection because there is no problem with the hardware and cable line. If my demand for resultion is not met, my complaint stands.

Sincerely,

***********************
Business response
06/19/2024

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 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 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 Resolutions
Cox Communications, ***********
Customer response
06/20/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
05/30/2024
Complaint Type:
Customer Service Issues
Status:
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.
I attempted to contact *** customer service regarding higher prices and a new contract, but I was hung up on twice today. I wanted to explore offers and deals for my upcoming renewal, but they refused to discuss it with me.Given the other service providers available in the valley, I will be looking elsewhere. When I finally did speak with someone about offers, they only offered a small discount after raising my monthly bill by over $50.If you are searching for an internet service provider, I recommend looking elsewhere.
Business response
05/31/2024
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 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 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 Resolutions
Cox Communications,***********
Initial Complaint
05/30/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Have been having outages for 2 weeks that i havent been able to use the internet so my wife cant even work from home without the internet going out every 15-45min and it not coming back on after more than an hour. Keep getting notifications that the issue is resolved just for the internet service to go back out after 5-10 minutes of receiving notification.
Business response
06/04/2024
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 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 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 Resolutions
Cox Communications
Customer response
06/04/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

***** reached out multiple times and im glad that she had kept us informed and checked up on us.

Sincerely,

*************************

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