Business Profile

Cable TVs

Cox Communications

Complaints

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

Customer Complaints Summary

202 total complaints in the last 3 years.
75 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/17/2025
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 have Cox Home Internet at a flat rate of ********* I have had this service since May 2023 and have had little to no issues until November. I used the autopay for my billing cycle. However, my credit card expired in November. When I attempted to change my billing information, I was unable to do this. I received an error message (attached) that stated that I was a “secondary user” on my account. I am the sole user on this account. I attempted to contact the Cox helpline service and ended up on the chat for up to 3 hours with no results. The chat was ended as I had an obligation and the service timed out. Unfortunately, I did not screenshot the chat. I did ask for a chat log that was unable to be saved and sent to me for my records upon request. I was able to add a new card, but could not enable autopay. I, again, contacted the online help service on 16JAN25. The first chat lasted an hour. The tech was unable to help me within 20 minutes, who then forwarded to another representative. This new representative could not assist for over 40 minutes. The chat was then ended with no warning. I proceeded to start a new chat. After 25 minutes, the representative forwarded me information I had already tried and information that was irrelevant to my situation. The most recent chat is attached.
Business Response
Date: 01/22/2025
Dear BBB,

Cox Communications (“Cox”) responds to BBB complaint ID # ******** filed with your office on January 17, 2025.

Cox apologizes to our customer for the recent experiences he encountered when attempting to resolve an issue with signing into his online Cox account. A Cox Senior Customer Care Specialist reached out to our customer on January 17, 2025, in response to his complaint and resolved the issue. We will use this opportunity for training and coaching our representatives.

We appreciate our customer’s patronage and look forward to providing him with entertainment and communication services for the foreseeable future.

Sincerely,

The Cox Sr. Customer Care Team
Customer Answer
Date: 01/22/2025

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,

Taylor ****
Initial Complaint
Date:12/17/2024
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.
In late October, 2024 I called Cox to renew discounts. I was given a new monthly price of ******* until December, 2025.Work Order # ******** At no time was I told I had to have a contract. I received my November bill and I was charged *******. I called Cox on 11/7/2024. I was told to ignore this amount and pay ******* When I received my December bill and once again I was charged *******. I called on 12/16/2024 and was told there was a price increase and I had to pay ******* I explained to them I was guaranteed a price of ******* until 12/25. I was told I had to pay ******* because I did not have a contract but for my inconvenience I would be given a *** credit for December only
Business Response
Date: 12/17/2024
We would like to thank the *** 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 *** has given to us to assist our customer.
Senior Customer Care Specialist
Executive Escalations Support Team

Customer Answer
Date: 12/19/2024

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
Date:12/09/2024
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.
There continue to be outages when it comes to having internet services with Cox. There has been two unplanned outages within a one day timeframe. On Saturday, December 7 2024 at approximately 8:30 am lasting until approximately 12:30 pm and Sunday, December 8 2024 at approximately 9:30 pm and told it will be lasting until December 9 2024 2:00 am. Those of us who heavily depend on internet can not afford these outages considering Cox's monopoly of the area in which I reside. Meaning I and many others do not have a choice but to be consumers of Cox Communications for high speed internet. When calling to get assistance, no one seems to have any answers for this, yet folks are being forced to pay the high cost for high speed internet services that is less than adequate -- either no internet or very very slow speeds.
Business Response
Date: 12/20/2024
Dear BBB, Cox Communications is responding to the complaint filed with your office on December 9, 2024, with the assigned BBB complaint ID of *********
Cox Communications extends its apology regarding the experience which led to this escalation. Cox Communications continually reviews its processes to make further improvements in order to ensure our customers are minimally impacted regarding interruptions or outages.
Our Executive Resolution Specialist contacted our customer to discuss this matter in detail and acknowledged their complaint. In speaking with the customer, they confirmed they have not had any other outages since the service was restored on December 9, 2024.
The Resolution Specialist apologized for the inconvenience and issued a credit for the service from December 7- December 9, 2024. The customer was also provided the direct contact information for the Executive Resolution Specialist should they experience any other outages; at which time we can verify the outage and if needed send a Sr. Inhouse tech to certify the home.
We appreciate our customer’ patronage and once again apologize to our customer for the experience.

Sincerely,
The Executive Customer Resolution Team,
Customer Answer
Date: 01/07/2025

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,

Laura *******
Initial Complaint
Date:12/02/2024
Type:Service or Repair 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 been a cox customer for a lot of years. I cut the cable recently cause their price constantly goes up and the tv would buffer I only have WiFi and for the past two months, my service goes out. I’ve called numerous times to reboot and had a cox rep come out 11/14 and he checked my modem which was fine. Rep said I should hear from a higher tech in a few days. I haven’t heard from Cox. In addition, all my surrounding neighbors have had the same outages. I believe this is a big issue and Cox really needs to address
Business Response
Date: 12/13/2024
Dear ****

Cox Communications (“Cox”) responds to BBB complaint ID # ******** filed with your office on November 29, 2024.

Cox apologizes for the issues our customer reported concerning her Cox services. A Senior Customer Care Specialist contacted our customer on December 2, 2024, in response to this complaint and arranged for a Sr. Cox technician to investigate her issues further. The technician visited our customer’s home on December 12. 2024 and made repairs to wiring at her home. Both the Sr. Cox technician and the Specialist will continue to monitor our customer’s services and will provide updates concerning another possible issue in her area that could also be impacting her service.

We provided our customer with our direct contact information should she have additional questions or concerns in the meantime.

Sincerely,
The Northeast Senior Customer Care Team
Customer Answer
Date: 12/20/2024

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

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
Date:11/25/2024
Type:Service or Repair 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.
About 2 1/2 years ago, the neighborhood cable box behind our house was struck by lightning. Cox hung a temporary cable on our fence at that time but it needs to be buried. My husband has made countless calls requesting that Cox finish the job. They keep sending contractors out to bury the cable to our house. That is not the cable that needs to be buried. We have spoken to numerous supervisors and nothing has been resolved. We have been more than patient. Our tv pixilates and squirrels are running all over and chewing the exposed cable. The BBB is our last resort.
Business Response
Date: 01/08/2025
Dear BBB,

Cox Communications is responding to the complaint filed with your office on November 25, 2024, with the assigned BBB Complaint ID: ********

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

An Executive Customer Resolution Specialist contacted our customer on November 25, 2024, in response to their concerns about a Cox line that was draped over their fence and required burial. The project experienced some delays due to the need to access two other locations, which presented logistical problems. Once access was secured, we had our teams address the situation.

As of January 8,2025, all work has been successfully completed. The line has been properly buried, and the old line has been removed from the customer's fence.

We provided our customer our direct contact information should she have additional questions or concerns regarding this matter.

Sincerely,
Cox Senior Customer Care Team
Customer Answer
Date: 01/09/2025

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,

Donna ******
Initial Complaint
Date:11/24/2024
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.
Cox communications internet dropping offline 1-4 times a day especially last 2-3weeks . Even with rebooting router still doesn’t help. Many people in and around my neighborhood and in the city of ******** ***** complaining about same. When contacting Cox they keep saying there is no problem. When I look at the outage map on **************** the whole area showing issues. Cox wants to send a tech out constantly at *** a pop to see what’s wrong. Have had them here a couple times and they never find a problem. Pay good money for reliable internet which is basically a joke.
Business Response
Date: 12/05/2024
Dear BBB,

Cox Communications (“Cox”) responds to BBB complaint ID # 22600117 filed with your office on November 24, 2024.

Cox apologizes to our customer for the service issues that she has been experiencing.

A Cox Senior Customer Care Specialist spoke with our customer on November 24, 2024, in response to her complaint and scheduled a Cox technician to visit her home to investigate her service issues.

The technician visited her home on December 2, 2024, and identified a wired that needed to be replaced. Our Specialist followed up with our customer on December 4, 2024, and she indicated that she has not experienced any further drops in her internet service since the technician visit.

We appreciate our customer’s patronage and look forward to providing her Cox services for the foreseeable future. We provided our customer our direct contact information should she have additional questions or concerns regarding this matter.

Sincerely,

The Cox Sr. Customer Care Team
Customer Answer
Date: 12/16/2024
It took a complaint to the *** *** *** to get my problem resolved.
thank you for the help
Initial Complaint
Date:11/19/2024
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.
At some point in late 2022 (Discussion with Cox rep approx 1PM on 11/18/24, estimated the charge was begun either August or October 2022) Cox Communications began billing us a premium charge for 500mbps internet service. As far as can be recalled it was done without our knowledge or agreement. Previous to that time and since we have had various internet connectivity issues for which we have tried to compensate by investing in new equipment. Finally, during our last tech support visit the technician discovered that though we were paying for 500 mbps our modem was receiving +- 50 mbps. It was determined that the problem was a defective cable from street to house. A new underground cable was installed by Cox and the technician discovered that the old cable was stripped of insulation at one point. When Cox started billing us est. ***** monthly extra for 500 mbps it had no ability to deliver that service due to its own defective equipment. When Cox tech support tried to fix various problems the actual mbps to the modem was never checked until the last instance. The tech person who discovered the defective cable also suggested that our router needed to be replaced, which we have done, but its condition does not change the fact of the failure to deliver the mbps paid for. Cox offered us a refund for the last three months paid for undelivered service, thus admitting the problem. But it will not refund further back, and that is the subject of this complaint. My est is that we have overpaid 760.00 since 10/22, and it may be much more than that, though Cox records won’t give us this information. The money aside, Cox needs to take responsibility for the delivery of the services it sells. And it needs to standardize services and billing so that we can always know what we are paying for, without having to take the initiative of calling the company each year to negotiate to a specific price, which they are always able to do but only in if you insist upon it.
Business Response
Date: 12/05/2024
Dear BBB,

Cox Communications (“Cox”) responds to BBB complaint ID # ******** filed with your office on November 19, 2024.

Cox apologizes to our customer for the service issues that he was experiencing, and for the inaccurate information he was provided by our representative. A Cox Senior Customer Care Specialist contacted our customer on November 21, 2024, in response to his complaint and issued a credit to his Cox account for the service issues that he had been experiencing. The Specialist also advised that our customer support representative, who you spoke with on November 18, 2024, provided you with inaccurate information concerning your subscribed internet service. Your internet tier was not changed to a different tier in 2022. At that time, Cox increased the speed of the tier to which you were already subscribing to. Cox will use this opportunity for training and coaching our representative.

We provided our customer with our Specialist’s direct contact information should he have additional questions or concerns regarding this matter.

Sincerely,
The Cox Sr. Customer Care Team
Customer Answer
Date: 12/06/2024

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
Date:11/18/2024
Type:Service or Repair 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 the most unreliable internet service I have ever had in my life. I work from home and have to reset my router multiple times a day. I pay an astronomical amount to have this problem daily. I have called and tried to get the problem rectified multiple times and am always told it looks fine from their end. But the problems continue to persist
Business Response
Date: 12/06/2024
We apologize for the frustrating experience and appreciate the opportunity to address the customer's Internet concerns.
After reviewing the customer's account, a Cox Executive Escalations Specialist spoke with the customer on November 19, 2024, and setup a service appointment on November 23, 2024. When the technician arrived, he found and replaced a faulty filter and removed an unnecessary NIU. After the technician did the repairs, he was unable to duplicate the issue.
Sincerely,
Cox Executive Escalations team
Business Response
Date: 12/26/2024
Thank you for the opportunity to address the customer's credit concerns.
After reviewing the account, a credit for Internet of ******* has been applied to the customer's account.
Sincerely,
Cox Executive Escalations team
Customer Answer
Date: 01/07/2025

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,

Carmi *******
Initial Complaint
Date:11/17/2024
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 Cox Mobile and Home Internet service from 3/7/24 to 4/27/24, during which time I had unacceptable service. I called to cancel my accounts, requested to port mobile numbers and returned my internet equipment on 4/27/24 to a Cox store. Cox incorrectly handled the port to **** and it took me over a month to get the issue resolved. It finally required to reinstate my mobile account briefly to port correctly, which they did while I was in the store with **** on the other line. I received email notice at the end of May that I had payments due for internet/mobile, I called Cox and they said it was an error and they would correct it. I then began receiving emails threatening to send me to collections at the end of July. I called Cox again and was assured it was an error and it was being resolved. I received an email at the end of August saying I owed ******* to Cox. I went to the Cox store since no one appeared to actually do anything when I had called on those multiple times. The Cox store was able to look into the issue and determined that when Cox had temporarily reopened my mobile account in May to correctly port out my numbers, the representative had reopened both my mobile and internet accounts for an unknown reason and then had failed to close them after the port was done that same day. So Cox had been billing me for those months for an internet account and services I did not have. The store was able to resolve the issue and take care of the bill. However, I just received notice that Cox Communications reported a derogatory remark to the credit bureaus as of 11/9/24. This is over 2 months after the store confirmed they had resolved Cox’s fraudulent billing for account/services I did not have and did not authorize. Contacting Cox is clearly worthless as they can’t correctly do anything and prefer to fraudulently bill and report someone to collections. I demand this be corrected immediately as it is negatively and falsely affecting my credit score.
Business Response
Date: 11/27/2024
We would like to thank the *** 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. A request has been sent to the agency to close the account and request for deletion of the tradeline from the credit bureaus which can take up to ** ** ** days for the credit report to reflect. The customer will also receive a letter in the mail.

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 *** has given to us to assist our customer.

******** **
Executive Resolution Specialist
Cox Communications, Central Region
Customer Answer
Date: 12/02/2024

Complaint: ********

I am rejecting this response because: while Cox has acknowledged that these charges were incorrect and should not have even been on my account, let alone been sent to Collections, the resolution is absolutely unacceptable. I just had to break my home purchase contract and have lost the house I was in the process of buying as a direct result of Cox Communications and their fraudulent report to collections and failure to withdraw the charges from collections when their mistake was caught in September and the charges were supposed to have been removed. Due to Cox, my credit score took a huge nosedive that dropped me into a mortgage loan rate percentage that is so high that I can no longer afford the monthly mortgage payments. The fact that it will take 60-90 days for this to be resolved and removed from the credit bureaus means my credit score is going to remain so low that I won’t be able to purchase housing for my family. I am a single mother and now have no home for my child and myself. We are living temporarily in a relative’s spare room with our 2 dogs, have had to rent storage pods and storage units which are now costing me almost **** per month to store our property since we have no home to move into. We were going to be moved into our new home in time for Christmas. Now we have nothing. This matter has a much more significant and life-changing impact than Cox simply correcting their mistake. My son and I are essentially homeless due to being falsely sent to collections for false charges that never should have been on my account and were supposed to have been removed over 2 months ago. So, no I do not accept this pitiful, meaningless “resolution” by Cox. Maybe they’d like to pay for my storage and other related expenses they are causing me to have to pay for the next several months while I wait for my credit score to recover enough for me to qualify and be able to afford a home for my family? Of course they won’t but they need to know and be held accountable for their horrific business practices that are devastating their customers.

Sincerely,

***** *****
Business Response
Date: 12/05/2024
We would like to thank the *** 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. We do apologize of the timeframe it will take to update the credit score with the credit bureaus.

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 *** has given to us to assist our customer.

******** **
Executive Resolution Specialist
Cox Communications, Central Region
Initial Complaint
Date:11/14/2024
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.
For the last two years at least, Cox Communications has grossly over advertised their services. We have noticed over the course of two years our wifi service has gotten worse. Everyday the wifi service is out for hours or very spotty, interrupting viewing or audio services. Several times a day I have to reset the gateway and this still dosen't help either. The monthly cost is not worth the poor service. We have been told to change modems several times and nothing gets better. It only gets worse. We've scheduled several appointments during this time for techs who are supposed to "fix" the problem. Twice I waited for hours and cancelled appointments to be home, and no one showed up. The most recent being 11/14/24. My husband talked with a rep on 11/12/24 and she wasn't even able to see our Mbps speed because our service was out, per usual. Just before the phone call we got another notice that there was an outage. They have my neighborhood monopolized, so as of now there is no other service provider available. I deserve to be reimbursed for at least the last 3 months of poor service.
Business Response
Date: 11/18/2024
We apologize for the frustrating experience and appreciate the opportunity to address the customer's Internet concerns.
On November 16, 2024, a Cox technician visited the customer's home and found and replaced a bad line to their home. Cox is happy to report that the customer has agreed this has substantiality improved their service.
Sincerely,
Cox Executive Escalations team
Customer Answer
Date: 11/20/2024

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,

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

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