Complaints

This profile includes complaints for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cox Communications

  1700 Jay Ell Dr STE 200 Richardson, TX 75081-6788

• 

  Cox Communications

  4200 International Parkway Carrollton, TX 75007

• 

  Cox Communications

  PO Box 9037 Addison, TX 75001

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/28/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put my bill on a payment arrangement I was then advised that is not what it was. I was charged 25 for return payment when *** said it was my bank and the bank said it was never charged. I was then advised to come in to pay my bill. Then told I could not used my card. No one advised me of this upon coming. So *** in Okc advised me the would need cash or check. I was able to use a credit card

  Business Response

  Date: 07/28/2025

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

• Initial Complaint

  Date:05/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Customer with ********************** since 2019. Weve had intermittent internet outages but nothing over a couple of hours. We had a really bad storm here a week and 2 days ago, and our internet has been out since- aside from a few hours on Thursday. Ive reached out to *** the last 9 days and they do not have an *** and could care less about their customers who work from home. Sunday they tried to get me to upgrade my internet, AS I WAS REACHING OUT ABOUT MY INTERNET BEING OUT!! They also offered free hot spots, but I do not live close enough to be able to use one. I am not in a rural area. We have not seen a single *** truck. No one is working on the issue. I work from home and have been having to work at my neighbors house that has **** Internet. We already called Ozark Go and will be switching to them, but Cox Communications internet AND customer service is C*** and I want everyone to know that!!!

  Business Response

  Date: 05/28/2025

  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.

• Initial Complaint

  Date:05/23/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I keep getting charged oddly. Then when I put in a payment request it does not seem to go through. Then I get multiple fees. This is crazy to me because I have lost internet so many times with ***. I have had to miss work due to this. I am not sure if there was an error when my card was put in. This needs to be resolved. The last person I tried to talk to they both hung up on me.

  Business Response

  Date: 05/28/2025

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

• Initial Complaint

  Date:05/23/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I work for a company named ****************** We acquired a company in 2023 named ******* Source. In 2024, the authorized individuals on the account left the company and are no longer with ****************** I attempted to do an Account Holder Takeover, providing a copy of ******************'s Certification of Fact in ***** and the Bill of Sale from the ******* Source acquisition. However, I was informed that this did not suffice for the Account Holder Takeover. It is extremely difficult to transfer business accounts when the authorized individuals are no longer with the company and now our service is being suspended and we cannot make a payment. If we cannot takeover the account, then it needs to be closed and a new one opened in our name.

  Business Response

  Date: 05/20/2025

  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, Northeast Region

  Customer Answer

  Date: 05/23/2025

  *** reached out to me directly to rectify the problem. They were able to successfully resolve the issue and I communicated the problem to them so that they can update their policies/processes for future situations like this.

  Thanks,

  ****

  Business Response

  Date: 05/23/2025

  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. The customer had concerns about *** accepting assignment and assumption paperwork. After reviewing their submission, we have approved the documentation and have updated the account accordingly. The customer was notified of the update.
  
  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

  Customer Answer

  Date: 05/23/2025

  I have reviewed the business response and accept this resolution. I appreciate them reaching out regarding this situation and helping to resolve. Thanks.

• Initial Complaint

  Date:05/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Previous complaint number: ******** So I wasnt receiving the speeds that I was promised filed a complaint with BBB *** was very good with their communications and was goingto try to fix the problem and they couldnt fix the problem so I went and tried to return the equipment to the store and they they cannot accept it, even though I originally returned it the first time And they accepted it. The first time I filed a complaint with the BBB. *** could not give me the speed that are promised. Im asking for it to be removed since they couldnt hold up their end. I was also advised if the BBB cant fix it to file a complaint with the ***. The resolution I want is for *** to remove what they say. I owe them when they couldnt fix the problem.

  Business Response

  Date: 05/06/2025

  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.   Thank you.
  
  Cox Communications

• Initial Complaint

  Date:04/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had previous file a Better Business Berau complaint ******** and i was told by Cox Communications it was resolve. I was sent to collections and im being charge services and equiptment feee *** Representaive said it was clear. I return the equipment to the store and the employee took them and said it would be removed.

  Business Response

  Date: 05/01/2025

  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. 

• Initial Complaint

  Date:04/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im a customer with ********************** since June 2017. I had file a complaint about my bill before the price keep changing every month. Since I spoke to a someone they fixed the bill. Everything was good until I get my bill this month my bill was 188 this month I get a bill of 268. I have the same service nothing has changed I want someone to fixed this Im a single mom. Im also a military mom I dont know if *** have Military discount. I call and I cannot get anyone to speak to about this issue. This is unbelievable for the same service nothing as change how my bill went up almost 90 dollars. This is unbelievable and unacceptable. Please fixed this issue thank you.

  Business Response

  Date: 04/15/2025

  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 April 15, 2025, 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

  Date:03/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I call *** several times as well as speak to chat and going in person umpteen times and get different answers. Spoke with ****** from the executive department and her answer was I got you a 25 dollar discount a month and that doesnt fix my issue no one can tell me where this balance came from and its very frustrating when the entire company isnt on the same page. Ive been with *** going on 4 years this is my 2nd move and this is the first time ive ever had this issue. Clearly someone higher than ****** needs to reach out because I am still unsure on how its what it is and the online system still does not reflect that balance on my end.

  Business Response

  Date: 03/12/2025

  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 *************************** at ************.
  Best Regards,
  *** - **********
  ----------------------------------------------------------------------------------------
  The Executive Escalations Team

• Initial Complaint

  Date:10/11/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attempted to return ***** call during the hours they provided, but the line rang continuously. I have also responded to their initial email, but they have not replied back.

  Business Response

  Date: 09/12/2024

  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.
  
  Ben
  Executive Resolutions
  Cox Communications, Southwest Region

  Customer Answer

  Date: 10/11/2024

  Cox communications is attempting to collect on equipment that was returned to the location: *************************************** in early June of 2021.When closing the account by phone, I had confirmed with the representative if anything else was needed on my part to close the account and they confirmed the account was closed and no further action was needed. Cox communications continues to harass me via collections.

  Business Response

  Date: 10/18/2024

  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 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.
  
  Ben
  Executive Resolutions
  Cox Communications, Southwest Region

  Customer Answer

  Date: 10/21/2024

  I am rejecting this response because:   I am unable to take call during business hours due to work. I have attempted to call back without success. *** seems unwilling to communicate exclusively through email which I feel would be much more convenient for both parties.

  Customer Answer

  Date: 11/06/2024

  I am rejecting this response because:   I have returned their calls, with no ability to contact the agent who contacted me. If they could reach out to me in via email, this would be much easier

  Business Response

  Date: 12/06/2024

  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 December 6, 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 
  
  

  Business Response

  Date: 12/06/2024

  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 December 6, 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 Answer

  Date: 12/06/2024

  I have reviewed the business response and accept this resolution. 

  I really appreciate the efforts that ***** with *** went through to help resolve the issue. She made me feel like a person and not a number.

  Thank you *****.

• Initial Complaint

  Date:08/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December I tried setting service up with *** they told me it would be two weeks they went to the wrong address. They cancelled my account they said it would take two more. I live on the same land as my parents but different address. They went to my parents house and cancelled again. They said it would take one month it took two. They installed at my house but wasnt billing me. They called me said I was stealing internet and if I didnt stop they would press charges. I said yall set this device up i dont know what yall are talking about. They said give me the mac address then. I did and they said oh how funny its bouncing off another pole. Let me get this fixed. They never started billing me. They shut my service off said I never paid. I said I never received a bill please turn it back on they did. I got promoted and moved states. I canceled on July 4. They gave me until the end of august to return the device and pay the prorated balance(I am paid up besides the month of use).They billed me 337 and sent it to collections on august 9. I called to get it fixed they kept putting me on hold for three hours. I got it figured out but I still owe them money. Its not right they can treat customer this way. Call names, accuse, hang up, send to collections, and many more things.

  Business Response

  Date: 08/21/2024

  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.