Customer ReviewsforCox Communications New England

0 stars, at least once a month the internet and all other services go out, usually for an entire day.

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 Resolutions
Cox Communications, ***********

When I first got set up with Cox after moving to a new apartment, my roommate and I could not get the **** to connect. We tried numerous times, went through all the steps of troubleshooting it, and spoke with a representative to get it to connect and it still did not work. After running all the troubleshooting steps with an agent, they told me there was nothing else they could do and that we would need a technician to come out. She said it may cost up to $100. When I asked her why it would cost money, she said that we wouldn't be charged if it was something wrong with their equipment. When the tech came out he went through all the same steps we had done many times and it magically worked. Then he told my roommate that we probably didn't wait long enough. Which is incorrect because we waited until the app told us a connection had failed. He was there for maybe 10 minutes and didn't do anything we hadn't already tried. I was charged the $100. I wanted to know why I was charged, so I spoke with an agent who was nice but said it was a "technician fee" and could not be waived. I do not mind paying a technician fee to cover travels but $100 is ridiculous.

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

Cox simply cares about dollars and at the end of a several thousand multiple home plus boat 21 relationship wirh them they chose to put me in collections for $50 they said they would waive but didnt. For $50 (which I paid) they gave me the only negative **** Ive had on my credit for 21 years AND when they saw a post to BBB they called me simply to tell me their policy is not to remove trivial ****s such of this from their customers credit even though its a drop in the bucket relative to what Ive paid them on time for 21 years. These were returned items from my disputing 3 monthly charges AFTER I canceled one account and they wouldnt give me information on the charges or which account they belonged to. I disputed them since they wouldnt justify then they came back for me for those with the correct account information. I then repaid the $300. They charged me 3 $25 returned items fees months after I cancelled and was paid up. They then tried to get me to pay them and I said they should waive them since I was forced to dispute their charges they couldnt justify. They said they would. They waived one $25 fee and put the other $50 in collections. Their representative **** who called for some reason only to tell me I was wrong said their policy is only to refund one fee per year or two. The reason I had to cancel one account was they had an outage at my house which was unresolved after over two months and countless hours spent trying to get it fixed. Moral of the story Cox is going to lose to Wireless whether it ******* or Starlink and they are incredibly aggressive about milking every ***** from their customers. Go with Starlink they are vastly more reliable and friendly than Cox. When I had to replace a credit card number due to fraud and Starlink didnt get paid they didnt put me in collections or threaten to do so. They just suspended service and it was on within 5 minutes or giving them the new number. Ditch Cox before they s**** your credit.

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. 

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
 
****
Executive Resolutions
Cox Communications, ***********

I have been trying to fix a billing issue multiple times. The first time i called on 7/11, the first representative i spoke with said that the bill should $70 and was transferred to loyalty/retention team. That representative could only offer me $80, while only a ten dollar difference it was still more than i agreed to pay. She said she would have to put in a request and would call me back the following Monday. I never received a call. I called today, 7/16, and every time thus far (still on the phone currently) I am hung up, especially after requesting to speak to a supervisor. So far I have been hung up 4 times by their "loyalty" team. Each time all they can offer me is the $80 plan, its like the company is trying to scam me by having me pay more.Meanwhile during these calls i was texting their service who also agreed i should be paying $70. I have an email confirming $70 and a screenshot of the text chat also confirming that price. Nobody seems willing to fix this issue that they created and their only solution is me paying more money.

Our wifi and tv service has gone done 4 times today. It goes down at least twice everyday. I pay my very high bill on time and I think my service should work. I've upgraded twice already and was told by an agent that it wouldn't go down anymore. That was 15 outages ago. I cannot believe the horrible service they have.

Dear ***,

Cox Communications (Cox) 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, 

COX West Region
---------------------------------------------------------------------------------------- 
The Executive Escalations Team 

I subscribed to the Cox ********************** which required a three-month commitment to avoid a $100 penalty. By the end of the third month, I called a Cox agent to cancel the service starting from the fourth month, ensuring there would be no additional charges. The agent had very poor English, and I could barely understand her. When she suggested canceling two days before the end of the billing period, I asked her AT LEAST 3 times if this would incur a penalty since it didn't quite complete the three-month period. She assured me it was fine. However, I recently discovered I was fined $100 for canceling early. Despite repeatedly confirming with her, she misled me, likely due to her lack of knowledge about the ********************* policies. When I called back to report this issue, they refused to take any responsibility.

This company is horrible I never have any solid internet service and I even upgraded which makes no point since Im always experiencing issues. This is beyond horrible. I wouldnt even be able to apply for a wfh job because of this! They need to do better Im shocked they havent been sued or went under because of this!

Dear,

Cox Communications (Cox) 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 ****************************************** at **************. 

Best Regards, 

COX West Region 
---------------------------------------------------------------------------------------- 
The Executive Escalations Team 

I have been a Cox customer for many years. I have **, Internet, and email. Recently, Cox transferred email to Yahoo. I had trouble to access my email account, but when I did my archived information was not there for the last 3 years. I archive important emails. From 2021 to present is not there. I have dealt with Cox, but no help they just referred me to Yahoo. They would not help me and wanted me to send my drivers license to them in the *********** before they would look into it. I did not give my permission for this and Cox refuses to help. It is really bad customer service on this matter. I must add other than being quite expensive, the ** and internet service has been good.

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

After reviewing my online bill, I noticed a Cox was charging me an extra $15 a month for the past two years for a service I was not receiving or did not authorize. When I brought this up to Cox, they told me they would check into it, and if they found that I was in the right, they would refund me, but only for two months due to their policy. They asked me to go paperless which I did, and since I did not see a bill every month, I just assumed which was a huge mistake on my part. That Cox was an honest company and could be trusted. I was wrong. The refund policy of only two months seems to be ridiculous, they could steal from their customers for several years and only repay a very, very small portion.

Dear *****************,

Cox Communications (Cox) is in receipt of your 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 of an additional two months credit, going outside of the Cox Communications policy of 60 days to dispute charges.

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, 

COX West Region 
---------------------------------------------------------------------------------------- 
The Executive Escalations Team