Complaints

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:12/20/2023

  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 moved into my new apartment and signed up for cox as it was plug and play. I needed a technician to come out and fix my internet, was given the hours of 10-12 at 12 i still had not heard from the technician so i called was told technician and not been called and they would sent someone technician arrived at 2. technician got our internet running and told us the line had been cut and a person would come in 14 days to come fix, 14 days passed and had not heard from anyone so called again they sent a technician that day and he said we needed an MDU and put the referral in. Called cox and they still havent received referral and they just say keep calling to fix and we will send a technician even though we need a maintenance order done and they cannot put in apparently. Cox also will not provide any documentation of order put in or history to customers

  Business Response

  Date: 12/26/2023

  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. 
  
  *****
  Senior Customer Care Specialist
  Executive Escalations Support Team

  Business Response

  Date: 12/28/2023

  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. On 12/20/23 Cox Communications contacted the customer to schedule an appointment to complete service line repairs. On 12/22/23 a Cox field service team member met with the customer at their home and completed the service line repairs. 
  
  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. 

  *****
  Senior Customer Care Specialist
  Executive Escalations Support Team

  Customer Answer

  Date: 01/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:09/08/2023

  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.

  On August 24th, 2023 I placed a call to the Cox customer service line, ###-###-####, to discuss the reason for my monthly internet bill increasing from $59.99 to $89.99. During the 21 minute phone call I was transferred to a male Cox representative who told me that there had been a mistake in my contract and that I was supposed to have a two (2) year price guarantee instead of the one (1) year it currently appeared I had. The Cox representative then told me to not pay my bill and wait until my account balance had changed back from $89.99 to $59.99 and then to pay, and that I would continue being charged $59.99 for 12 months going forward. I agreed to continue using Cox service under the presumption that I my bill would change to $59.99 and I would be charged that for the year going forward, as I was told the price increase was a mistake on Cox's part. After roughly two (2) weeks of my bill price staying at $89.99 and racking up another month of charge which I believed would be billed at $59.99, I called Cox's customer service again and was told that my price would not be changed back to $59.99. I simply wanted to pay the two (2) months of service that I had accumulated under the presumption of it being $59.99 but I was told I would have to pay $89.99. Another Cox representative had then reached out to me a few days after telling me that the Cox representative who told me my bill would go back down to $59.99 was wrong and that I should "know my own contract". **Why would I as a consumer not take the word of a Cox representative?** Had I known that I would have been charged $89.99 for the service, I would had cancelled my service when I called Cox on the 24th of August, however a representative of the company told me I would be charged a lower price and so I kept the service. I am now expected to pay the incorrectly quoted $89.99 for two (2) months. I only kept the service due to a false premise price and am willing to pay the two (2) months at $59.99, not at $89.99.

  Business Response

  Date: 10/10/2023

  We apologize for our customers recent experience when attempting to have their billing concerns addressed.  An Executive Customer Resolution Specialist contacted our customer on October 10, 2023, in response to their complaint and agreed to apply a credit towards the overcharges due to the campaign not being able to be reapplied.

  We provided our customer with our direct contact information should they have additional questions or concerns regarding this matter. Our customer indicated that they were satisfied with our resolution.
  
  Sincerely, 
  The Cox Executive Escalation Team

  Customer Answer

  Date: 10/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  
  

• Initial Complaint

  Date:08/30/2023

  Type:Product 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.

  My now-80-something mother had a Cox account at her house for many years and wanted to keep her Cox email address when she (and her husband) moved into assisted living where Cox provides bulk internet services. A few different Cox reps gave us inconsistent information about the transition process, but we finally reached the right department (bulk services). After I hooked up the new equipment, my mother and I talked for perhaps 45 minutes with a Cox rep to ensure that the email address used at my mother's house would be available through the new internet service activated at her apartment. When finished with configuring the changeover, the Cox rep assured us more than once that the transition of her email account to the new service account was complete and that the email account could be used without interruption. But to our great consternation, before the end of the day, my mother's husband received an alarming message indicating that my mother's email address had been deleted!!! When I sent two test email messages that came back undelivered, it was clear that every single email sent to Mom's email address would not be delivered! Then she discovered that she could not send outgoing email either! My mother and her husband are in the middle of selling their home and, because of their change in residence, are undertaking many other changes in their personal business that need to proceed without delay. The lack of continuity in email service is outrageously disruptive. When we called Cox again, the only thing the rep could do was "put in a ticket" and tell us to "expect a response in 24 to 72 hours"!

  Business Response

  Date: 09/15/2023

  We apologize for the frustrating experience the customer has had with getting their number ported and email. Thank for the opportunity to address their concerns.

  Cox can confirm the customer's number was successfully ported on September 12, 2023, and their email was restored on September 9, 2023. We are still working with the customer to access email on all of their devices. 

  We are happy to report the customer to satisfied with the progress we are making.

  Sincerely,

  Cox Executive Escalations team

• Initial Complaint

  Date:08/22/2023

  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.

  We have had phone and internet outages constantly during August, often every day. Some might be weather-related, but most are not. We had outages today and yesterday, a week after a technician was here and when there was no storm. Cox employees say that it is company policy to deny any information about outages to customers. As company policy, all information about when outages are coming, what is causing them, and how long they last is denied to customers. They refuse to provide reliable service, and refuse to provide reasons for the constant outages. This situation is a serious public safety problem, since it could prevent people from calling 911. In addition, it is shutting down businesses. Today the internet and phone has gone out FOUR TIMES.

  Business Response

  Date: 09/11/2023

  We are sorry for the frustrating experience the customer had with Cox customer service and appreciate the opportunity to address their concerns.
  One of our Executive Escalations Specialist spoke with the customer on September 8, 2023, to address their concerns. Cox can confirm we are actively working on better ways of keeping our customers aware of outages in their area. 
  We are please to report the customer is satisfied with the improvements Cox is doing.
  Sincerely,
  Cox Executive Escalations team
  

  Customer Answer

  Date: 09/29/2023

  I was not able to respond because your link and online form did not work the previous time you sent it. You are obviously not testing and maintaining your web site. There was also nowhere to report that. Is it BBB policy to declare matters "closed" when the reality is that your online forms don't work, and the people actually want to respond? This comes across as fraudulent. Should I report your organization to the Federal Trade Commission? You are publishing completely false statements about matters being "closed."

• Initial Complaint

  Date:08/15/2023

  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.

  Switch over my services from one address to another. It was a horrible experience because I thought doing everything correctly on their app which they mentioned it was "hassle free" and even got a confirmation about the move order, days AFTER i move into my new home my WIFI gets CUT OFF and im stuck in confusion and have no entertainment for my family or internet to work. I spoke to a representative named ****-****** over the phone he works for cox in the Alexandria, VA area. He got my service going but said I had to pay $50 deposit. No I do not sir and why do I need to when I was never told this creating the order online and already having COX account Im not a new customer. He said he worked with his manager to get the situation resolved and told me the $50 DEPOSIT HAS BEEN WAIVED. I was happy until I found my new bill to be $140 with the $50 deposit on there WHEN I WAS TOLD IT WAS WAIVED . NOBODY in cox wants to take responsibility and honor this waiver. I keep getting denied WHEN YOUR REPRESENTATIVES TOLD ME IT WAS WAIVED AND SAID NOTHING ABOUT IT BEING ON MY NEXT BILL. I GET NO RESPONSE FROM DWIGHT AND ZERO HELP FROM CUSTOMER SERVICE. THIS HAS BEEN A BAD EXPERIENCE AND I NEED THIS RESOLVED IMMEDIATELY. CHECK THE CALL YOU WILL KNOW HE SAID IT WAS WAIVED AND NOTHING ABOUT BEING ON THE BILL.

  Business Response

  Date: 09/12/2023

  Dear BBB,
  
  Cox Communications (“Cox”) responds to BBB complaint ID # ******** filed with your office on August 15, 2023.
  
  Cox apologizes to our customer for the recent experiences she encountered when attempting to transfer their Cox service to a new address. A Cox Senior Customer Care Specialist reached our customer on September 7, 2023, in response to her complaint and corrected their account and addressed their equipment deposit concern. We will use this opportunity for training and coaching our representatives.
  
  Our customer indicated that she is satisfied with our resolution, and we provided her with our direct contact information should she have additional questions or concerns regarding this matter.
  
  We appreciate our customer’s patronage and look forward to providing her with entertainment and communication services for the foreseeable future.
  
  Sincerely,
  
  The Cox Senior Customer Care Team

• Initial Complaint

  Date:08/04/2023

  Type:Order 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 signed up for Cox Communications as a new customer on 07/18/2023. I started enrolling via the Cox website and the deal I chose was 500 Mbps for $49.99/mo fixed for 24 months. The same promotion exists on their site today and it states that the wifi equipment is included. On 07/18 I ended up completing my purchase via the Cox chat application because their website was showing me store locations in OK to pick up my equipment even though the address I provided them is in VA. I have the chat transcript that states I wanted the 500 Mbps service for 49.99/mo and nowhere in it does Cox inform me that I would be paying a higher amount. My first bill is due with Cox in 7 days and I am being charged 59.99/mo which is not what I agreed to. Today I have spent 2 hrs and 20 minutes on the phone, including one period of over an hour on hold between representatives, and I also messaged with two additional representatives in chat. During that time I was told that the advertised price for 500 Mbps is 59.99/mo which it is not. I was offered a discount to 54.99/mo which is still not what I agreed to, and I was also offered the opportunity to downgrade my service to 250 Mbps for the 49.99 price (I have the chat transcript for it as well). Isn't that a bait and switch? Also Cox ended up shipping my equipment to me even though I requested to pick it up in person at a store. I was in the process of moving and wanted to pick up the device the day of my closing. All I would like Cox to do is honor the advertised price I signed up for which is 500 Mbps for $49.99/mo guaranteed for 24 months,

  Business Response

  Date: 08/29/2023

  We are sorry for this frustrating experience and appreciate the opportunity to address the customer's concerns.
  
  One of our Executive Escalations team members reviewed the customer's account history and spoke with them on August 29, 2023, to share her findings. The customer was advised that his monthly rate would be $49.99 for 500 Mb download. Cox can confirm that the customer's monthly rate will be $49.99 until August 2025 with a service agreement, however if taxes are increased the customer will see an increase in their bill. 
  
  We are happy to report the customer is satisfied with the resolution.
  
  Sincerely,
  
  Cox Executive Escalations team

  Customer Answer

  Date: 08/31/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:06/26/2023

  Type:Sales and Advertising 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 had a 2 year discount for my wifi service that totals the bill to $45/month. 2 months before the deal expires I chatted with a customer service representative to see if I can get another deal to keep my current bill intact. They guaranteed me that wasnt necessary because my deal was supposed to end on 6/21/24 instead and that my bill starting on July 2023 will not change.I received the bill and it is now $65 instead of $45 they said. I called them and they said I was given the incorrect information and blamed me for it. I have attached the conversation I had with their customer service representative to this email as proof that they promised my bill would not change.My only resolution I would like is to keep my current rate of $45 for another year as promised.

  Business Response

  Date: 07/07/2023

  Dear BBB,
  
  Cox Communications is responding to the complaint received from your office on July 3, 2023, with the assigned BBB complaint ID of ********.
  
  A Sr. Customer Care Specialist contacted our customer on July 6, 2023, in response to his complaint.
  The Specialist confirmed that our customer was provided incorrect information concerning his expected promotional monthly rate. Cox apologizes for the error that occurred and will use this opportunity for coaching our agents.
  
  Our customer indicated that since filing this complaint, he had spoken to a different Cox Sr. Customer Care Specialist who already made corrections to his account so that it accurately reflects the expected monthly rate.
  
  We appreciate our customers patronage and look forward to providing them with entertainment and communication services for the foreseeable future.
  
  Sincerely,
  The Sr. Customer Care Team

  Customer Answer

  Date: 07/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************-****
  

• Initial Complaint

  Date:05/08/2023

  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.

  On May 5, 2023 I contacted COX to renegotiate my bill since my 2 year contact had expired. I spoke to **** and she transferred me to ****** in Sales who transferred me to **** in the Loyalty Team for Business. After speaking to **** he transferred me to ***** in the Loyalty Program for Residential. After speaking to ***** he quoted me a price of $144.00 for another 2 year contract which was a savings of $20.00 from my April bill of $164.44. He told me to call back the next day (5-6-23) to verify that the system had been updated reflecting that price and that I would receive an email confirming the new price. . On May 6, 2023 I called COX to verify as ***** asks. Spoke to ***** who transferred me to ***** in the Loyalty Program. She offered me a new costs of $212 starting in June for a savings of $82.00. What happened to the $144.00. She had no answer. Asks to speak to a supervisor and was transferred to ******. He said he could not do anything but offered me a deal of $196.00. What happened to the $144.00 deal. He said he was going to review the recordings & speak to ***** but could not offer me a better deal. I told him I wasn't interested. I only wanted what I was promised & I was going to contact the BBB. May 6 my phone conversation lasted 47 minutes on the phone and no resolution. My time is also valuable.

  Business Response

  Date: 05/23/2023

  Thank you for the opportunity to respond to the customers concerns.

  In reviewing the relevant records and call recordings, we confirmed that the customer was, unfortunately, given incorrect information about the pricing of their Cox service. While we are unable to honor the price misquote of $144 per month, the customer has agreed to a price lock rate of $160.61 per month for 24 months (taxes included). As the customer has already paid the higher amount on their recent Cox bill ($193.27), a credit of $32.66 will be applied to their next statement to offset the difference in price.
  
  The customer is encouraged to contact our Loyalty Department at the end of their promotional period on 5/25/2025, to determine whether they're eligible for further promotions. The team can be reached directly at ************** (or **************, option *).
  

  Cox appreciates that this matter was brought to its attention, and we will continue to strive to enhance the way we serve our customers.
  
  Sincerely,
  
  Cox Executive Escalations Team

  Customer Answer

  Date: 05/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:04/20/2023

  Type:Product 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.

  Account number: ********* Cox continues to try to bill me for services that I was unable to cancel due to their incompetency over and over again. I should have been able to cancel my account on July 1, 2021. I was not allowed to after many requests. I finally was able to get a representative at Cox to talk to me and send me the form for disconnect in July 2022 (funny after the 3 years - not 2 were up). I sent the disconnect form back and heard nothing. I called one day to ensure my account had been canceled and was told that no, it had been renewed. I said again I want to cancel and had sent in the form. They did not have it. I resent the form only to be told there was a 30 day disconnect wait! I requested a waiver to that, and it was granted in the voice mail also attached. However, I never received the form she mentioned, nor did she return my call when I called her to inquire. I resent the form with again no response. I even went to the local store to try to resolve the matter and that they had said they couldn’t help me because it was a business account. All they could do was give me the same number I had been calling to no avail. They also said that I could not return the box and other equipment to them until my account was canceled and they could not cancel it for me. So… I had no recourse but to wait for Cox to cancel my account due to lack of payment… which they finally did (Thank God!!!) and then sicked *** ****** on me for payment. I had received no contact back from Cox for months. Not until I finally heard from *** ****** with a collections agency for Cox. I told him he was the first person who ever personally reached out to me in over a year related to my Cox account. And that I was happy to hear from him so the matter could be finally resolved. I sent *** ****** the below email and attachments back in October of last year. I heard nothing from him since then. Now I hear from another collections agency.

  Business Response

  Date: 05/12/2023

  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

• Initial Complaint

  Date:03/27/2023

  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.

  Everyday, when I get on to sign on my computer for work my wifi signal is gone. When I call Cox Cable states an outage in area. The outage has been ongoing for 15 days or longer. Every other day it is an outage, and I work from home need internet service, I want permanent fix for my internet and refund for my days I paid for service when I did not receive any internet connection. It is every day, I am not going to have my job if it keeps this up , I need to be productive at my job and I cannot be if the internet is always going down, Please help me ASAP! When I call Cox cable the recording says their is a outage in my area and don't call customer service because they cannot help,

  Business Response

  Date: 04/14/2023

  Were sorry for this frustrating experience and appreciate the opportunity to respond to the customers concerns.

  Based on our review of the customer's area, we have confirmed an intermittent network issue that was initially resolved on 3/27/2023. Unfortunately, a separate intermittent problem has been identified since then, causing an interruption in service on 4/7 and 4/13.We would like to assure the customer that our Field and Network teams are hard at work resolving the issue, and we appreciate the customer's patience as we work diligently to resolve their concern.
  

  Sincerely,
  

  Cox Executive Escalations Team