ComplaintsforCox Communications

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Initial Complaint
07/22/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Cox Communications disconnected my home phone without telling me. I called a man called Junior with escalations he did nothing to remedy the problem. I've had one problem after another with Cox communications. I called today to get my phone number back and they said they cannot get it back. I never asked them to disconnect my phone and now they have lost the phone number I have had for the past 50 years. This is unacceptable.
Business response
07/24/2024
*** made attempts to reach ********************* in receipt of his complaint; however, we did not have the opportunity to speak with them. Should **************** wish to discuss this matter further, they can reach a *** representative at the contact information provided.

Cox Communications
Customer response
07/28/2024

Complaint: ********

I am rejecting this response because:

*** still has not fixed my problem and giving me my original phone number back. I received an email today for an e document to sign for the new phone service getting installed tomorrow. And it does not have my original number. A company could not cancel my phone service without asking me or even telling me and then not give me my old number back. This is unacceptable.

Sincerely,

*********************
Business response
07/30/2024
*** made attempts again to reach ********************* in receipt of his complaint; however, we did not have the opportunity to speak with them. Should **************** wish to discuss this matter further, they can reach a *** representative at the contact information provided.

Cox Communications
Initial Complaint
07/22/2024
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.
A semi knocked down a power line supplying my Internet. *** has refused to restore their own infrastructure destroyed in the crash. They keep telling me it will be tomorrow every day since 7 am to Tuesday morning. I am a decades long customer in good standing and am being treated like garbage. I want my service restored yesterday and for the ************ to pay my Internet bill or something to make all this right. My anxiety stress and depression is getting worse by the hour.
Business response
07/22/2024
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 reviewed the accounts and ensured the lines at the customer's address has been repaired and we verified the services are fully online. We can also confirm the customer received a full credit for the time frame of the services being offline. As a courtesy, for the poor experience received, we have applied an additional adjustment for the month of services in the amount of $133.23.
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.
Initial Complaint
07/18/2024
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.
I called *** on 07-16-24 to cancel my services due to price. I was met on the phone by a representative named **** who said there was a promotion available where I could keep my exact services for only $70 after taxes rather than my current rate of $156. He ended up cancelling my *** account and hanging up on me. Then I had to get in contact with sales where the representative ******** stated they had to create a brand new *** account and that all promotions expire when an account is cancelled. So now the best possible price available, she says, is $80 a month. She then proceeds to explain the only way I wont have to pay the $50 equipment fee is with a soft credit check. So not only has my account been cancelled, Ive been lied to about the actual price of goods, my credit is also being checked (Ive been a *** member for over 3 years). She then creates a brand new *** account rather than reinstating the previous one, and Im locked out of the previous account where I see all of my statements, have access to troubleshoot, etc. Im then connected to a tech member who cant do anything and tells me to go in the local storefront because the sales rep ***** give me the new PIN number that was generated when they created a new account for me. I call the local store front to find out that the cost of my goods are actually $100 instead of the previously told $70 by **** and $80 by ********. I was lied to multiple times and would have been charged $100 for services when ******** confirmed 3 times it would be a flat rate of $70. This complaint needs to be recognized and the calls, assuming theyre recorded, will prove exactly what I was being told was a lie and that services were ordered on my behalf without authorizing that specific price. I need assistance and answers to this issue.
Business response
07/19/2024
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 reviewed the account and the information provided and determined we will honor the original price quote of $70 per month. This promotional offer is good for 24 months and has been updated automatically, as well as the price due for the July monthly statement.

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.
Initial Complaint
07/08/2024
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.
I LOST MY WIFE, DAUGHTER, AND CAT WITHIN JUST A COUPLE OF MONTHS OF EACH OTHER. I SOLD MY HOME AND MOVED INTO AN ASSISTED LIVING FACILITY. I WENT TO THE *** STORE TO GET INTERNET FOR MY NEW ROOM AT THE ASSISTED LIVING CENTER AND WAS OVERSOLD/SCAMMED INTO AN INTERNET PLAN FOR ******. WHEN I SAW THE $****** LEAVE MY ACCOUNT, I WAS SHOCKED. I HAD NO IDEA INTERNET COST THAT MUCH. SO I WENT BACK TO THE STORE WHERE I WAS INFORMED I WAS OVERSOLD A PLAN AND THE PLAN I WAS ON WAS FOR GAMERS. THEY CHANGED MY PLAN TO ***** A MONTH. I CONTACTED *** TWICE TO SEE IF THEY WOULD REFUND ANY OF THE PLAN THAT I WAS OVERSOLD AND THEY WOULD NOT. IM DISHEARTED THAT THEY WOULD SEE ME, AND 89 YEAR OLD MAN, WHO IS GRIEVING, AS AN OPPORTUNITY TO MAKE EXTRA MONEY. I AM ASKING FOR A PARTIAL REUFUND OF THE AMOUNT THAT I WAS OVERSOLD.
Business response
07/12/2024
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.

********************
Executive Resolution Specialist
Cox Communications, **************
Initial Complaint
07/08/2024
Complaint Type:
Product 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.
Cox communications sold me a 250mbps internet package for $50/month GUARENTEED. 1 month later a *** rep upgraded my service WITHOUT my consent to $90/month. Calls were made and a *** reps had promised me my bill would only be $50/month. Upon receiving my bill, it appeared as the charges were up to $130 for the month (before any credit was applied, *** had given me a $100 credit to refund an installation cost). Multiple messages had been sent to the *** preferred messaging system without response or without assistance on the issue. MULTIPLE calls were made and was promised AGAIN that my bill would be $50/month. Tickets have been opened (according to the *** reps) to resolve the issue. Yet when i call, they have no information on the ticket numbers that were provided to me. On June 21, 2024 at 1pm i spoke to a *** rep for 31 minutes and was informed that they were sorry about the confusions and my bill would remain at $50/month for the 500mbps service. I had the rep repeat to me the exact pricing and exact service i was receiving. Still my bill and most recent call to *** does not reflect this. I called *** on July 5, 2024 billing department and requested to speak to a supervisor. Once i got the supervisor on the line they explained that they had to transfer me again to another department. I spent over 40 minutes on hold till i was received at the next department. Once i got a hold of the supervisor there, she informed me that there was nothing she could do and transferred me BACK to billing. At that point *** hung up the phone. I had been on the phone for over an hour by then. This is has been ridiculously difficult dealing with *** CONSTANTLY being told something and then later finding out it wasn't true or fulfilled. To my understanding, these calls are monitored and recorded. I HIGHLY ENCOURAGE that management listens to these phone calls to see what is being said and promised to the customer. This is beyond frustrating and I need a resolution.
Business response
07/15/2024
We appreciate the opportunity to assist our customer. We have contacted our customer directly and addressed his concern. We sincerely apologize for any inconvenience. Thank you!
Initial Complaint
06/25/2024
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.
I started internet service with *** about a year ago at first it was all going good and Im young and was just moving into my first place after a couple months the internet just completely stopped working I would go through the app and have them re set it then it will be fine then next day go out again so I just left it alone I tried calling no one ever picks up so I gave up and then the wife box caught on fire and burnt my dogs nose that was my last straw I called 06/24/24 and I told them all my issues and he goes to say theres no record of you calling technical support and I told him they never answer its always the robots and he had an attitude bc I wanted to disconnect my service and there is record of me contacting them Im highly disappointed and would never get this service again it needs to be resolved because I shouldnt be paying for something that has never worked and that caught on fire and I mean literally fire flames and everything
Business response
06/25/2024
We appreciate the opportunity to assist our customer. We have contacted our customer and addressed her concern. We sincerely apologize to our customer for any inconvenience. Thank you!
Initial Complaint
06/24/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Service reliability and unwillingness to troubleshoot solutions. Ive had two different homes in my neighborhood - different parts of the neighborhood. Both homes struggled to keep consistent service. Weve been paying for several years a high price for service but getting at best 10% of the promoted service speeds for up and downloads. When we connect Coxs tech support to as about interruptions the recurring statement is there are no interruptions indicated on their side; in spite of the fact the various neighborhood apps represent several *** customers experiencing similar issues at nearly the same times. After attempting to walk through their troubleshooting playbook they recommend for a fee to schedule a service technician, who will not only charge me for showing up but also any repairs discovered to their lines or equipment. My family relies on internet service for work and business. ****************** interferes with our ability to provide our work product to customers and clients. The challenge is paying large dollars for unreliable service whose service speeds are less than 10% the promoted rates, and then suggesting that the issues are not theirs.Lastly it seems as though *** biggest push is to make users use its provided equipment. By law its not required; however they claim that my equipment could be the reason service is spotty. I might accept that as a possible cause except for two things: my equipment is less than a year old, and the equipment works beautifully on any other internet service provider. *** is less than helpful and seems to be even more less forthcoming with network issues to protect their marketing claim of sustainable service.The only reason I am still with *** is because **** is not available in my neighborhood. Monthly bill is $120/mo for 500 mbps download speed over the past year we have averaged less than 25 mbps. And now the service interruptions are negatively impacting work and business
Business response
06/25/2024
We appreciate the opportunity to assist our valued customer. We have contacted our customer and addressed his concern. We sincerely apologize to our customer for any inconvenience. Thank you!
Customer response
06/26/2024

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 where the technical solution is concerned after having a contractor inspect the business equipment who found it in a deteriorated condition.
The hope is that this event will prompt policy/procedure decision makers to revisit their scripts for their customer service team to include language to provide customers more clear path forward when the troubleshooting checklist doesnt resolve issues.
Lastly, mechanical integrity, reliability and sustainable, consistent internet service are the objectives to achieve high customer satisfaction. Im sure they have PM programs for major equipment, and lost of equipment in the fieldhowever, when a contract tech rep indicates equipment is severely deteriorated, it is usually related to deferred maintenance. Im curious how many customers issues could be resolved with more consistent field inspection of equipment?

Sincerely,

*******************
Initial Complaint
06/17/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Since speaking with *** i have not been able to get my issue resolved. It started when my plan was changed in the month March of 2024 without my consent. Since then, it has been nothing but trouble with ***. They placed me on a similar plan but I'm still paying $100.00 more than what i previously paid. I spoke with retention regarding my concerns with the billing and the prorated charges on the account for the billing changes and they offered me a $10.00 reduced plan instead of the one that I was on. They claimed that it was a promotional plan that expired of which why I wasn't informed when the plan/promotion was to expire, and I didn't get a response or explanation for that question and instead of thoroughly looking into the issue they were looking to transfer me to Tech support to after I mentioned my slow internet speeds to get me off the interaction. I've had issues with my internet speeds that still have not been able to get resolved. I pay for a 1GB data plan and I'm only getting 1-3% of the data plan. The modem has been replaced and as I type this is being looked into by tech's who's troubleshooting steps are to "unplug the device and look in with the issue". This same representative claimed that the issue was every other device in the home that uses the Wi-Fi and not the modem itself when the *** app claims the issue is the modem providing the lower speeds. I am wanting a credit in the amount of $205.00 for the issues ive been experiencing and the service issues as well. I honestly think that my whole bill should be waived regarding these issues and concerns that have all been left unaddressed. I work from home, and this is affecting my work and now my kids are out of school, and they rely on this service to work.
Business response
06/21/2024
We want to thank ********************* for taking the time to file his concern. In receipt of this complaint, *** spoke with ************ initially on June 18, 2024. A *** field representative responded to the customer's home on June 21, 2024, to resolve service issues. *** attempted to follow up with ************ again on June 21, 2024, but did not reach him. We sincerely apologize for any inconvenience caused. Thank you.

Cox Communications
Customer response
06/24/2024

Complaint: ********

I am rejecting this response because: I did not speak with *** on June 21,2024, as my follow up was set for Monday June 24, 2024, of which I have yet to been reached. They sent out a technician on June 21, 2024, in which some issues with the service was resolved, however, Im still expecting a billing adjustment for the ongoing issues with the device for the past 2 months.

Sincerely,

*********************
Business response
06/26/2024
We want to thank ********************* for taking the time to file his concern. In receipt of this complaint, *** spoke with ************, and we believe he is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Thank you.

Cox Communications
Customer response
06/27/2024

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:
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.
Company never told me that I would be charged a $30 cancellation fee when I signed up for the service nor when I cancelled. I cancelled service and they told me I would get a refund for the balance paid on my account. Now, they are saying I wasn't told I would get a refund and I need to pay $30. I should have at least received a credit. This is what I received from the representative during a chat message "Yes! I can see credit on your account but it was reversed due to changing the provider of Internet." I moved from Oklahoma City, ** to *********, *** *** is not even available in *********, ** so I couldn't possible transfer service. I should be receiving a credit and not have to pay the $30. To avoid being sent to a credit agency, I will have to pay the $30 before June 26, 2024. Hopefully, this can be resolved by then. If I have to pay, I will ask for the money back. I do not want this reported to a credit bureau. The last payment I made was for $56.29 on 2/26/24. I cancelled on 3/6/24. I didn't find out about the $30 until today. They didn't send me a bill to my new address. Account number: ****************** for address: ********************************************* 213 Oklahoma City, OK *****
Business response
06/10/2024
We appreciate the opportunity to assist our valued customer. We have contacted our customer and addressed her concern. We sincerely apologize to our customer for any inconvenience. Thank you!
Initial Complaint
06/10/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been a customer of ********************** for over 25 years. Within the last 4 months my Wi-Fi has not worked consistently. I called in to request a discount and to try and fix my problem and I was treated with contempt and disrespect. The person who answered the phone did not even know I went into a store earlier this year and got a new router. She had told me the last time I had had a new router was in 2022. I haven't even lived here a year. So she was incompetent and continue to argue with me about it. Then I asked for a supervisor she cuts me off supervisor gets on the phone. He's rude with me and disrespectful and also treating me with contempt. His name is ***** his employee number is 7182. At least that's what he told me. I have been an I have been a customer I'm sure longer than he has been an employee or is even alive. And what happens he disrespects me and treats me with contempt? Sorry that's unsatisfactory. He refused to even listen to me let alone help me. My internet has not worked consistently and that means every single day it has gone out at one point or another and I've had to restart the modem for the past 4 months. It was doing this when I first moved here so I went down to the *** store and got a new router. Which was a horrible experience. I had to call in *** after that and get all my account fixed because the guy at the store deleted my account and closed it. But apparently the female that answered the first call didn't have any of that on her computer. Anyway I will not pay for service that does not work. And so instead of them trying to help me fix this situation they were rude talk down to me and treating me with disrespect. I've been a customer for 25 freaking years! And this is the way they treat their customers. I have spent thousands and thousands of dollars at this company over the years. And this is the way they treat me? They don't even apologize for the fact that it's out? They don't even try to give me help? This is not right.
Business response
06/12/2024
Hello,

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
Customer response
06/14/2024

Complaint: ********** one has spoken to me yet. I just called *** Communication was on hold for 15 minutes and they hung up on me. This is unacceptable.

Sincerely,

*********************
Business response
06/17/2024
Hello,

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 multiple times last week and once today 06/17/2024 however, our attempts to reach them have been unsuccessful. We have emailed the customer directly and provided a direct contact number to an Escalations Agent.

Thank you for your time and consideration.

Sincerely,

*** Communication

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