ComplaintsforCox Communications, Inc.

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Aug. 15, 2024 I went online to my *** account and requested to change my plan from the 500 mbps to the 250 mbps. At that time the 250 mbps was advertised for $50 for 24 mo. I chose that plan on 8/15 and requested the change. When I received my new bill on 8/26 with the changes, my plan was changed to the 250 mbps but was billed at $70 instead of $50 as advertised online. I called *** customer service on 9/13 and spoke with several individual. They kept telling me that the 250 mbps for $50 ended on 8/25 and there's nothing they can do since the promo ended and my bill generated on 8/26. Since my new billed was generated after the promo ended, I was billed $70 instead of $50. I tried to explain that I requested to change my plan on 8/15 and during that time the 250 mbps/$50 was still available and *** should honor what they advertised. The *** cs still would not assist and I requested to speak with a supervisor that same day. Again, I explained to the supervisor what happened and he understood the issue and said he will put in a ticket to get it resolved and *** will follow up with me. I did not get any follow *** with *** so I called them back on 9/16 and again spoke with several *** cs and got to someone in the loyalty ***** He told me that the ticket that was put in on 9/13 from the supervisor was denied and that I will not receive the discount. I asked why are they not honoring what was advertised and he said there was "no reason", and again told me that the promo ended and my account does not qualify. After that conversation, he left me feeling no one at *** wanted to take any accountability of their error. I agreed on 8/15 to change to the 250 mbps/$50, if *** is not going to honor it then it's false advertisement and they should be held accountable.

  Business response

  09/17/2024

  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!

  Customer response

  09/17/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  09/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  *** did not honor a payment agreement to prevent service disconnection and they did not honor an existing promotional discount added to my account due to monthly Internet issues unresolved by the company.

  Business response

  09/11/2024

  We have contacted our customer directly on 09/06/2024 and addressed her concern.     Thank you!

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had internet outages on the following dates:7/5, 7/7 (24hr outage), 7/8, 7/9 (x2 outages, 7/11, 7/13, 7/15-18 (lasted 3 days), 7/23, 7/24 (x3 outages), 7/25 (outage lasted through 7/29), 8/6, 8/7, 8/17, 8/18, 8/19, 8/23, 8/24, 8/25, 8/29, 8/30 (distance learning day for kids)We pay $115.42 every month for internet service. This has impacted our ability to work from home, the kids ability to do school work, our jobless son has had interviews drop, our ability to make sure the kids were up from school, our home security system to not work, etc.. This is almost a daily complaint on our neighborhood ******** page, too.We have filed a claim with the **** too, but have had no resolution yet.We would like reliable internet which is what we pay for, to receive a credit for missed days of service, for *** to determine the issue and to fix it, and for a supervisor to contact us regarding our issues.

  Customer response

  09/09/2024

  *** dent out a technician on Friday, September 6th who checked our lines and said they were working well. The tech also shared that there are multiple issues with the main lines and that they are working diligently to fix them. I have seen *** trucks working throughout our neighborhood, across the street at ********************, and another neighborhood, ****************. We have had fewer interruptions in service. 

  Business response

  09/10/2024

  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 and were able to resolve their 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 and deeply sorry we were unable to successfully resolve.
  
  We appreciate the opportunity that the BBB has given to us to assist our customer
  
  

  Customer response

  09/10/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** business was contacted to help address our spotty internet connection at our dental office. They attempted to install a new wire but didnt properly flag the underground lines and ended up puncturing an irrigation line causing damage to the line and a very expensive water bill. Ive triee contacting them multiple times to no avail.

  Business response

  08/29/2024

  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. After a thorough investigation into this damage claim, our onsite vendors have determined that the irrigation system was damaged by another ISP prior to *** arriving. 
  
  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

  08/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Please see uploaded documents. To: BBB Oklahoma ************************************************************** Complaint Against: Cox Communications ******************************************************************* Customer Account Number Home Internet - ****************** Mobile - ******************

  Customer response

  08/23/2024

  To BBB & ***,

  Problem:  Today, 8/23/24 *** turned off my internet today on the basis for not paying there illegal and unmerited quote on quote 'payment failure fee' for a C.C. that was not on my account.  Furthermore, it is ***** policy that I could not issue payment with a CC due to their software billing error.  Kindly, please see my initial complaint.

  Attached is my statement showing I paid for my internet services in full on 7/29/24 less the credits for no internet service for multiple days.  Therefore, my account is paid in full and should not be disconnected for non payment.

  My next bill of $50 plus taxes is not due until 8/30/2024.

  This is a bad act in attempts to force me to pay $100 in unmerited fees due to a *** software billing error.

  Solution:  Kindly, please restore my internet service as soon as possible and issue you me a credit for $100.  

  If you require further information please contact me.

  Thank you so much for your help with this urgent matter.

  I hope *** fixes the problems so this doesn't happen to other customers. 

  Sincerely,

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

  Business response

  08/23/2024

  We appreciate the opportunity to assist our customer. We have contacted our customer directly and addressed his concern.  Thank you!

  Customer response

  08/29/2024

  I have reviewed the business response and accept their response. 

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been having issues for a while now, and was told it was due to the cable wire outside needing to be replaced. (What the first technician said) There has been a few times where the technician had to reschedule and other times Ive had to reschedule. Its hit or miss when it comes to customer support. The big thing is the speed. *** says they are not throttling services (DePrioritization or some other name to get around calling it throttling) but they are from my test (and others). There are apps and programs like Ping plotter And others that consistently track and test long-term, and shows a graph of Speed.So Recently, I found out *** complete care was added to my account for $10 a month and has been since January. When the issue first started happening Way before January the technician and *** said I Wouldnt be paying anything for the cabling because that does not fall under the account holder. Then I started getting other information from the woman I spoke to yesterday. When I called and that information was given to me, I was told it was added automatically because I needed a technician to come out so I wouldnt have to pay for the new cabling to be put into the ground. So they added this instead?!?! I also tried to schedule a technician yesterday, but couldnt because Its not allowed when there is an outage. I like *** Internet, but sometimes you have horrible customer service. Ive been very frustrated with the service Since the speed arent accurate. I got frustrated on the phone and I said just cancel my service. The lady seemed kind of happy/glad which made me think I must be making the right decision. I just want Internet that works at the speed I pay for And customer service since theyre employment is directly connected to the customers keeping them employed. I dislike when I get angry and upset at a company. If you choose not to it seems the issues keep happening and more start appearing. I want to remain a customer but need things to be fair.

  Business response

  07/22/2024

  We want to thank *********************** for taking the time to file his concern.  In receipt of this complaint, *** spoke with ****************, and we have addressed their concerns.  We sincerely apologize for any inconvenience caused.  Thank you.
  
  Cox Communications

• Initial Complaint

  07/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Throughout my two year stay at ************* Ct in *************************************** has consistently failed to deliver advertised internet speeds. I am subscribed to a 2 gigabit plan with unlimited data usage, however I intermittently experience speeds of between 30mbits down to as little as 0.4mbits. This has severely hampered my household's ability to engage in activities requiring a stable, reliable connection. Technicians have visited my home at least a half dozen times, trying various fixes, replacing modems with nothing fixing the core issue. I pay $109 a month only to receive 1% of advertised plan speeds.

  Business response

  07/15/2024

  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 Resolution Specialist
  Cox Communications, **************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested Cox Communications to stop my service on June 19th and they told me they completed the request and then I received a bill since they did not cancel my service. I called them to resolve this bill for a service I did not use and they constantly gave me excuses instead of attempting to resolve my issue and disconnected my support chat without letting me know. I also attempted to show proof of communication on June 19th and they were not interested in seeing my screenshots of the conversation. This company has been a ***** of the central ******** area and this kind of refusal of communication is exactly why I attempted to cancel my service in the first place.

  Business response

  07/12/2024

  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 voice mail. Thank you.

  Customer response

  07/12/2024

  I am rejecting this response because:   They only made one attempt to contact me, it was outside of working hours and I was not able to pick up the call. I have since attempted to call the number back but no one picks up the phone. I will attempt later but they did not contact me multiple times. They also have my email, so there are really no excuses for them to say they contacted me multiple times when they didnt. This company keeps lying and thats why we are in this situation.

  Business response

  07/16/2024

  We were able to make contact with Mr. *** today and addressed his concern. Thank you.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Cox Communications today at 3:45 regarding an increase in my bill. It is now 5:50 and had to disconnect with a customer service rep (in the loyalty **** after being on hold for 38 mins for this ****.) with her aggressive and unprofessional behavior. *** says one thing in their promo and something different in the plan details. The purpose of the call was to question the discrepancy. *** makes it impossible to trust them or their cs reps who obviously need additional training or more help.

  Business response

  07/12/2024

  *** 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

  Customer response

  07/15/2024

  I have spoken to *** Senior support team and they were willing to find a resolution with my bill/plan and hear my concerns about wait time and customer service experience. Wait times and customer service experience will be reported up the chain. We could not find a plan that works for our family and will have to pay the increase. They did offer a 20$ discount but wanted a 2 year contract. Too many options out there to agree to those terms. When I questioned the misinformation related to new plan options and fine print they related that they are trying to do better with their communications. 

• Initial Complaint

  07/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My apartment provided a modem for internet. It was not rented from *** and I am not under contract to pay *** for it.*** provided a deal of internet at 250 Mbps for $49.99. This did not include a modem rental.In June 2024 I added 500 GBps to my data cap. This seems to have removed the promo and increased my base internet to $70 and the added data is $30 making my total $100/month.*** decided to fraudulently add a modem rental to my service plan for $15/month despite me not renting a modem from them. The total fraudulent charges are $14 for June and $15 for July under the title "Panoramic Wifi Gateway Rental" on my bill dated July 03, 2024.I have tried to work with *** to remove the fraudulent charges but ****************** was unwilling to remove the charges and argued with me stating I would need to return the modem to *** even though it was provided to me from my property managers and was not rented from ***.

  Business response

  07/12/2024

  *** 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

  07/12/2024

  I am rejecting this response because:   Sent a follow up email explaining I am unavailable for phone calls due to military responsibilities. Explained the contractual obligation *** has with Somerset Park at Union Apartments and why the modem needs to stay in the unit to which it was assigned. Requested the rental fee be dropped from my bill. Requested my services be terminated.

  Business response

  07/18/2024

  *** made attempts to reach ******************************* in receipt of his complaint by both phone and email; 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

  07/19/2024

  I am rejecting this response because:   the issue has still not been addressed.

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