ComplaintsforCox Communications

• Initial Complaint

  06/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been paying for wifi for several years and cox has not provided me with a router to receive the signal. Cox has been charging me for years and has not provided a router to recieve the signal. Why and how is this possible?

  Business response

  08/29/2022

  Business Response /* (1000, 8, 2022/07/11) */ Thank you for the opportunity to address our customer's concern. Subscribers to our Internet service may choose to use their own equipment or to rent equipment from Cox. (Please see ******************************************************************************* for additional information.) According to Cox records, the customer has elected to use their own equipment. If the customer is interested in renting Cox's Panoramic Wifi gateway, they can visit their nearest Cox Solutions store, order the device online (via MyAccount at cox.com) or contact our Customer Support team at X-XXX-XXX-XXXX. Sincerely, Cox Executive Escalations Team

• Initial Complaint

  06/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been charged for equipment that I have returned. I tried to resolve the issue with cox and the issue keeps getting worse. On my April 9th statement I was charged 133.35 plus tx for equipment that was returned at the cox store. I was told it would be taken care of within a week. It was not. I called again was assured it would be taken care of . I was charged ****** on June 13th which included the equipment charge, and received a email that they processed ******* I received many conflicting text messages and emails . I can no longer deal with this nightmare. I have also been charged ***** for a returned payment when my billing is still not correct. as of today.

  Business response

  08/29/2022

  Business Response /* (1000, 10, 2022/06/24) */ We are sorry for this frustrating experience. According to our review of the customer's account, the manual adjustment we submitted on 5/25/22 for the nonreturned equipment fee did not process as expected. We regret this oversight. Effective June 24, 2022, Cox has credited the nonreturned equipment fee of ******** We have also credited the late fees associated with this charge and the disputed returned payment fee. The customer will receive a credit of ******* as a result. Please allow up to 72 hours for this credit to reflect on the account. If the customer has further questions about this matter, they can contact our Customer Support team at the phone number provided on the Cox bill statement. Front-line supervisors are readily available if needed. Sincerely, Cox Executive Escalations team

• Initial Complaint

  05/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  18 April **** Line bucket truck driver and crew moved Cox cable line stretched across a public road attached to a pole across the street and the other end attached to my house. 25 April the same driver and **** Line bucket truck snagged Cox Cable line causing ***** dollars damage to my house. Damage estimate reported by my ***** homeowners insurance Adjustor. The driver from **** Line Tree Service contracted by ******** Energy admitted damaging the house and tried to fix it.17 May the **** Line driver called me stating his attorney said he's not responsible for damaging my house. His attorney says the fault is with me the HOMOWNER and Cox Cable. I bought my home October 2021 and moved in November 2021.17 May doing my due diligence as the HOMEOWNER, I requested Cox send someone to move their Cable before someone gets killed and causing further damage to my home. 18 May Cox Cable Technician came to my house at 7pm and stated he would submit a Work Order to move the cable. 20 May Cox Cable Customer Service chatted online with me and stated that Technician NEVER submitted the Work Order. I also selected to have the chat emailed to me and it was NEVER emailed to me. On April 18th, 2022 ******** was contracted by ******** Energy to remove 2 trees that were hindering the power lines. Prior to them entering the yard they took precaution to lift the cable wire cord up so not to damage the wire, house or their bucket truck.I witnessed ******** use a pole to lift the cable wire cord up while exiting our driveway to prevent any damage.However, on April 25th, the same company PennLine and individuals ***** ******* did not follow the same procedure and just drove into the drive way and heard a loud sound outside like if something hit the house and I went outside to inspect that's when the Foreman, ***** ******* confessed to damaging the soffit due to the lack of paying attention to the cable wire cord and got caught up on the bucket truck. ****** *******

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/05/26) */ We apologize for this frustrating experience. Our Damage Claims team has been notified of the complaint. A representative will contact the complainant within 48 hours. Thank you for bringing this matter to our attention. Sincerely, Cox Executive Escalation Team

• Initial Complaint

  05/23/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I bundled internet and ******** security when I wanted to cancel I was told I had to cancel my internet as well. No one told me they bundled both together and they each had a separate cancellation fee for each. This is misleading and fraudulent. I was told that I could not cancel services with ******** services bc it would cancel the internet as well.

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/05/24) */ Thank you for the opportunity to respond to our customer's concern. We were able to reach a mutually agreeable solution with the customer. In short, the customer has been downgraded (without penalty) to internet-only service at their former price point of ****** per month. With the exception of changes to taxes and rates, the customer can expect to pay ****** until the end of their promotional period in October 2023. Afterward, the monthly rate will revert to its regular price. The customer is welcome to contact our Loyalty department at that time to see if there are any other promotions for which they may qualify. The customer can reach the team directly at ************** (or X-XXX-XXX-XXXX, option *** We understand that the customer is satisfied with this resolution. Sincerely, Cox Executive Escalation Team Consumer Response /* (2000, 7, 2022/05/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For at least he month of April my Gigablast upload speeds, which are promised to be 35 megabits per second, at the same time every day, for 10 hours, from 8pm through to 6am are reduced to an unusable level, often I can attain no upstream bandwidth at all during this period and at best it thrashes between 0-4 normally hovering in the <1 area. I have spoken to multiple tech support people on the phone, 2 field technicians have been assigned, and despite acknowledging there is the problem and seemingly refusing to do more and blowing me off, the best answer I can get now is to wait a few months until Cox makes upgrades. I am paying in excess of **** for internet service I literally cannot use for 10 hours a day in the ways I need or want to, at the times I need or want to. I have been collecting evidence showing these consistent outages that start promptly within a few minutes of 8pm and end promptly within a few minutes of 6am every single day. Unfortunately I did not think to or realize a good way to document this upload speed problem prior to April 18th, and further more the tool I was using, I did not realize it wasn't saving more than a dozen entries at a time, so I lost about a weeks worth of evidence. This has been going for at least the entire month of April if not longer.

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/05/17) */ Cox appreciates the opportunity to respond to the customer's concerns. As we deal with an influx of users in these unprecedented times, our Plant and Field Service Teams are hard at work to ensure our customers can continue to utilize their services. We have reviewed the customer's area and have noted high utilization, which may be contributing to the problem they are experiencing. Since April 2022, the customer has been working with a member of our Field Service Leadership team to help improve the overall performance of their Internet service. In addition, a network node split has been scheduled for the customer's area. Splitting the node will reduce the number of households on the same equipment, thereby increasing the available bandwidth and improving the overall experience for our customers. We expect the customer's node split to be completed before October 4, 2022. We hope this information alleviates the customer's expressed concern. In the meantime, our Plant/Field Service teams will continue to improve the experience. If the customer still has questions about the information above, they can contact our technician or Executive Escalation Specialist at the contact information provided to them (via voicemail). Sincerely, Cox Executive Escalations Team Consumer Response /* (3000, 7, 2022/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) My upload ************** continues to be reduced(to often nothing) at certain periods of the day while my *************** speeds are unaffected. While this has been improved from the previous condition where it was gone for literally 10 hours nonstop at night and several hours in the day, the problem persists. I am told to keep paying for a service I cannot use when I need or want to use it as a result. The hybrid network Cox currently employs which utilizes Docsis 3.1 modems, should have no problem at all delivering the ** Mbps upload throttle they all us, as it has done for many, many years prior. Due to maximum data transfer limitations I am not able to continue capturing data like I was before as I already went over the data cap for April to capture evidence, and am having to severely restrict my usage for May to not go over again, and pay Cox even more money as a result since they charge you up to **** for going over your monthly data cap. As a result I wrote a program to make use of the same speed test tools they use to continue logging as best I can to show the problem continues to persists, the result of which is attached as a table in an html file. I have included the raw json output from that as well. I have also attached screenshots not included in the original complaint. Some did try to call me, but their voicemail ended right as they said the number to reach them at, so I have been unable to return that call or otherwise follow up. Business Response /* (4000, 9, 2022/05/31) */ Thank you for the opportunity to respond to our customer's concern. We have confirmed that the customer was able to reach their assigned technician (via text message) on May 23, 2022. Since May 27, 2022, our Field Service Team has certified the cable run serving the customer's street/neighborhood, and has found no issues. However, we will continue to monitor the customer's area until the node split has been completed for any potential enhancements and improvements. The customer also expressed concern about being charged for data overage. To explain, Cox uses the customer's monthly billing period to calculate the amount of download and upload activity used during that period. Our customers have access to a number of tools to monitor and manage their usage, including a data usage meter on Cox.com and within the Cox Connect Mobile app. Furthermore, we do our best to inform our customers upon reaching *** and **** of their monthly plan through browser alerts, text messages, and email notifications. We have even developed a simple online tool to help our customers better understand what items contribute to their data usage during the month, and it can be found at www.cox.com/datausage. That said, Cox does not currently charge customers in Virginia for exceeding their data usage plans. We apologize if the customer received incorrect information regarding this matter. Please refer to the following link for the markets that qualify: ********************************************************************************** In the event that this change is implemented in the customer's region, we will offer customers the option to enroll in these additional data plans. Meanwhile, we will continue to provide guidance on ways to reduce data usage. Last, with respect to the price the customer is paying for their internet service, we have applied a *** discount to the price of their internet package until the completion of their node split in October 2022. Additionally, this savings has been backdated to their March 2022 statement. As a result, the customer can expect to receive a credit adjustment on their next bill statement. If the customer still has questions about their complaint, they can contact our Field Escalation Technician or Executive Escalation Specialist at the contact information provided. Sincerely, Cox Executive Escalations Team

• Initial Complaint

  05/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am currently in my 5th service outage in less than a month. This is quite obviously a persistent equipment issue and for some reason the local techs cannot effectively resolve it. Corporate needs to step in at some point and get this issue resolved or they will start losing customers. Also, 4 hour repair windows when this issue has been happening so often lately is ridiculous.

  Business response

  08/16/2022

  Business Response /* (1000, 5, 2022/05/03) */ Thank you for bringing this matter to our attention. Our review of the customer's area indicates that their service issue is related to vandalism. For the time being, we have secured the area door to the main breaker feeding our power supply. We have also provided the customer with the contact information of our Executive Escalation Specialist in case the problem persists. Sincerely, *** Executive Escalations Team Consumer Response /* (2000, 7, 2022/05/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Their response was timely and as described.

• Initial Complaint

  04/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  When I still lived in *** I contacted *** Communications to inquire about service reliability prior to coming to *** The *** that I had at the time never once had a service issue and held signal even during multiple tropical storms in the season of **** and a hurricane that hit less than 30 miles from me. I asked the *** representative if their service was equally reliable because I work from home and my job depends on it. *** outages are not an excusable absence. I was guaranteed reliable and dependable service. Since starting service with **** we've had multiple outages that have become monthly causing me to miss time at work. I received a warning from my employer in February. There was another outage in March, one this last Tuesday and another today at 8:45pm **** I've contacted *** multiple times regarding this issue and because I was lied to about the quality of service. I would never have moved to this area as I'm free to choose from 18 other states and take my equipment with me. I advised *** I will begin deducting my lost pay at work due to their constant outages in service I'm paying over ****** a month for. One lost shift is equal to *** months of their bill. I'm tired of an apology from **** It means nothing. And apparently for whatever reason they are the only *** for this area which is monopolizing and should be illegal especially since they charge for a service we rely on and it's not reliable. A 3rd party tech who came to my home in Nov of last year to replace my modem informed me Cox purchases old modems from other companies, refurbishes them and gives them to customers charging an equipment fee monthly. That's fraudulent. Tech support has been out to my home twice in the little over a year since I started service with **** I want the service I was guaranteed, sold, and paying for and *** cannot provide that. All they're able to provide is constant apologies that don't resolve anything.

  Business response

  08/16/2022

  Business Response /* (1000, 15, 2022/05/09) */ We apologize for this frustrating experience. After speaking with a member of our Executive Escalation team, a member of our Field Service team visited the customer's home on May 9, 2022. Along with upgrading the customer's modem to our latest equipment/software, enhancements were made to the line that connects to their residence. After these improvements, we confirmed that the signal level and Internet speeds met our required specifications and guidelines. Thank you for the opportunity to address the customer's concern. If the customer has questions about the diagnosis communicated to them about their *** Internet service, they may contact our specialist at the phone number provided to them. If the customer has any other issues or problems in the future with regard to their *** account/service that are unrelated to their *** complaint, our Customer Support team remains available to assist. Our Customer Support team can be reached at X-XXX-XXX-XXXX. Sincerely, *** Executive Escalations Team Consumer Response /* (2000, 17, 2022/05/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) They sent what they call a field expert as well as a tech support and a supervisor. Changed out the modem and ran tests. So far so good. One of the minor issues appears to have resolved. My main issue of missing work due to outages of service was my reason for the complaint. Hopefully that has resolved as well. Obviously I'm not overly confident but *** has been responsive when it comes to trying to resolve issues. We'll see.

• Initial Complaint

  04/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Had a balance of ******* which ******* was past due from March. Paid off the balance with two payments one on 4/18/2022 and the other on 4/22/2022. Saw that it still said I had a balance due immediately. Spoke to cox on 4/26/2022 and was told that the two payments in April went to February and March. Paid another ******* on 4/26/2022. Saw My account still said I had a past due balance. Called *** again on 4/27/2022 and received many different answers as to why my account was not current. I already paid off my balance yet, I continue to see a new balance show despite paying many times. I am not getting a clear answer as to why I have paid off my balance yet, a new balance is shown for the same amount.

  Business response

  08/16/2022

  Business Response /* (1000, 10, 2022/04/29) */ We appreciate the opportunity to address our customer's concerns. According to our records, this matter was addressed with the customer on 4/27/2022 when they contacted *** to dispute the charges on their account. In the period between 4/3/2022 and 4/15/2022, six payments were returned for insufficient funds on the account. As a result, the remaining charges on the account are comprised of returned payment fees, late fees, and a balance carried forward. As a courtesy, *** credited a reactivation fee of ****** on 4/27/2022. A check payment restriction is in place on the account, which will remain active for 90 days from the date of the customer's last returned payment on 4/15/2022. Because the customer was already credited a returned payment fee on 1/11/2022 and we are not aware of any payment issues, we will need a bank statement showing that the funds were successfully transferred from the customer's bank to **** In order to begin our investigation, the customer may submit the supporting documentation to the Receivables Management department at *******@cox.com. Please allow up to three to five business days for a response. If the customer has additional questions about the information above, they may contact our Receivables Management team at X-XXX-XXX-XXXX. The team is available from 8:00 am to 8:00 pm (local time) Monday through Friday and 9:00 am to 6:00 pm on Saturday and Sunday (local time). Our Supervisors are available to assist upon request. Sincerely, *** Executive Escalations Team

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been experiencing multiple outages of both cable tv and internet for the past 6 weeks. I have had over 12, in person technicians come to my residence since March 2022. Over 100 calls since moving here in ***** Each time the techs claim they have either repaired the problem or have assigned to maintenance. The problem is still occurring. I have requested supervisors to come in person and each time it is a low level tech that arrives. I have been credited less than **** in 5 years for my problematic service, yet I pay my bill on time, every time. There is no alternative to Cox Communication in my neighborhood and truly believe that it is a ******** of services. My next attempt is to contact the local media and report the situation to include being a disabled veteran with stage 4 cancer who relays on internet to be able to work from home.

  Business response

  07/06/2022

  Business Response /* (1000, 10, 2022/04/19) */ We apologize for the frustrating experience the customer had with us. Thank you for the opportunity to address the customer's concerns. Our records indicate that our network engineers made repairs to the network node in the customer's area on April 11, 2022. The signal strength was verified following the repair to ensure that it complied with our specifications and guidelines. Subsequently, a Cox technician and his Supervisor attended the customer's service appointment on April 16, 2022, and confirmed that the signal level was correct inside the home for their TV and Internet subscription. With regards to a playback issue that the customer was experiencing with their DVR, our technician offered to replace the box for the customer. The customer has decided to wait for now to replace the equipment in order to avoid loss of recordings. The technician provided the customer with his business card and instructed the customer to contact him if the problem persists. If the customer has questions about the diagnosis related to their Cox service, we ask that they contact the technician at the phone number provided to them. Sincerely, Cox Executive Escalations Team

• Initial Complaint

  03/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My internet has been down over a day, have reached out multiple times, they insisted any outages have been resolved and "based on their info" it's likely my fault. They are sending a tech out in the afternoon and threatened a *** charge.I want 1. An expedited appointment since I work from home and already lost a day from work, and/or, 2. A free **** hotspot since cox can't provide the service I pay for, and/or 3. Obviously waive any bogus charges, and/or 4. Refund my bill for the month.

  Business response

  06/30/2022

  Business Response /* (1000, 5, 2022/03/28) */ On March 23, 2022, Cox received the duplicate complaint that the customer filed with our Corporate office regarding their ongoing service issue. We confirmed a network issue in the customer's area, which Cox's Network team resolved. As a courtesy, the customer was given credit for the time they were without service. To address the customer's concern about Cox's service appointment fee for in-home tech visits. Our policy regarding the service call charge is as follows: If the issue is directly related to the Cox network or if the customer subscribes to either of our premium support plans - Cox Service Protection Plan or Cox Complete Care - we will waive the service call charge. Given that the service issue was related to our network, no charges were assessed to the customer's account. If the customer still has questions about their complaint, they can contact our Executive Escalations Specialist at the phone number provided to them. Sincerely, Cox Executive Escalations Team

*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. ↩