28 Customer Reviews
Sort By
Review from mindy k
1 star08/16/2024
******* . My bill just went up $20.00 and my internet is down all the time. Im living in a neighborhood where were only aloud to have ***. Im really thinking about cutting *** off and getting a WiFi box through another provider. Thought?
Cox Communications of Northern Virginia Response
08/20/2024
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. We have emailed the customer directly and provided our contact information.Thank you for your time and consideration.***** *************** Care Specialist Executive Escalations Support TeamReview from Seville Y
1 star08/10/2024
I moved into my new apartment on 8/2/2024 and needed a technician to come out. The issues is not something that I can fix myself. I have been having a horrible experience for a week now. 1. I was told that I had to pay $100 for the technician. (Which I should not have to). 2. I finally get an appointment only for the technician to now how up and lie about it. 3. I left work early and used my leave to be at my apartment for the appointment and that liar of a technician reschedule for a day that Im at work. 4. I have also been working with the leasing office because Riverside Apartments in ********** ONLY do business with ***. 5. The manager of the account for this property told the guy in the leasing office that he will set me up with an appointment for Saturday at 8am. Its now Saturday and Ive been waiting for over 40mins in the lobby.Cox Communications of Northern Virginia Response
08/19/2024
Dear Better Business Bureau: Cox Communications is responding to the review filed with your office on August 10, 2024, and assigned review ID 450085. We would like to thank the Better Business Bureau for the opportunity to assist a valuable customer. We apologize for any inconvenience our customer may have experienced. We have reached out to our customer to address her concerns, regarding the delays in the setup of new service. We have confirmed that despite delays service has been establish. We have also applied credit adjustments to the account for the delay. In addition, we have taken this opportunity to submit coaching to prevent a similar occurrence in the future. 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 Better Business Bureau has given to us to assist our customer. Respectfully, Cox Communications East Executive Resolutions teamReview from Josef G
1 star08/09/2024
Constant outages. No warning even for "planned work". Sustained incompetence seems to be their brand.Cox Communications of Northern Virginia Response
08/13/2024
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. We have emailed the customer directly and provided the contact information to the ******************** Specialist assigned to this case. Thank you for your time and consideration. ******************** Specialist Executive Escalations Support TeamReview from Cynthia B
1 star07/06/2024
I left *** 3 months ago with a zero balance. And they send me a bill today I get a bill $138.85. I will never get *** again. Now this ish showing up on my credit.Cox Communications of Northern Virginia Response
07/17/2024
*** sincerely apologizes for the poor experience our customer has gone through regarding this billing matter. A member of the *** Executive Escalations team contacted the customer on July 12, 2024, and discussed why the account had a remaining balance. However, after researching the matter, we can confirm the customer was given incorrect information and was advised to disregard account balance because it was going to be zeroed out. Since this was not done the Executive Resolution Specialist has zeroed out the bill. Thank you for allowing us the opportunity to address our customer's concern. Sincerely, *** Executive Escalations Team,Review from Kerry D
1 star06/04/2024
They are the worst! Cost a lot but customer service is awful! About 8 months ago the sound would cut in and out, the picture would freeze and the whole image would be out of focus. Then it wouldn't reboot. Call and it would advise going to their web site. That's not going to help with more advanced technical problems. Then I've had some technical advisors who didn't seem to know what they are doing. Once when I got frustrated and said I was just going to cancel my service the tech, in a very cold voice, told me to go ahead. Well about 2 months they said I needed a new cable box. *** installs and it wouldn't record certain programs. So I returned and got a different box and more problems. Finally a tech set it up and it has worked fir about 6 weeks. Tonight screen froze and it wouldn't reboot. And yes I tightened the cables which I find redundant because I haven't moved or touched anything near the **** Meanwhile I'm paying for all these hours and days it doesn't work or I'm waiting for service. I'm thinking it's time to get out of this company.Cox Communications of Northern Virginia Response
06/12/2024
We apologize for the frustrating experience and appreciate the opportunity to address the customer's video concerns. We were unable to contact the customer. Should the customer still have concerns about this matter, they can reach the Executive Escalations Specialist at the number left on voice mail.Sincerely, *** Executive Escalations teamReview from Miriam D
1 star05/13/2024
So not under circumstance go with this company if you have a choice. They have only been able to survive by monopolizing certain markets. Unprofessional, unethical,uncaring company.Cox Communications of Northern Virginia Response
05/16/2024
Daer BBB: The *** Northeast Executive Escalations team responds to our customer's review ID ******. We are very sorry to see your comments as shown. We would be glad to assist you further, to discuss your concerns. Please reach out to one of supervisors at ************** as this agent would be glad to further review your concerns with respect to your statement. Respectfully, The Northeast teamReview from Martin M
1 star05/12/2024
I have had *** Cable in Southeastern Virginia, Virginia Beach since 1984. On and off at different addresses, as i am a Naval Officer and moved a bit.They are the worst corporation in any State, and doing any kind of business.They turned a 4 hour 'Network Upgrade' in our 'area' on 29 April/Monday, 2024, into a two week nightmare. Today is Mothers Day...(14 days and counting of multiple and long outages of internet and TV), and my call to my Mom in ********(we are originally from *********/***********), dropped out twice.Thanks ***. You take my money. You provide c*** for service - the ****************** is even worse than you can imagine. They owe me thousands of $$$ in lost business, lost productivity, lost peace of mind.Monopoly. Alive and well. Cox Communications and Cable. Modern day Pirates.Cox Communications of Northern Virginia Response
05/14/2024
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. *** Communication field services completed repairs on 5/14/24 to correct issue causing intermittent service loss. Our specialist provided the customer with their direct contact phone number if any additional assistance is needed. 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 ************* Specialist Executive Escalations Support TeamReview from Yolanda A
1 star04/15/2024
*** is just horrible and if they didnt have a monopoly on the internet services where i live i would just change them but they do so here i am. Ive been having problems with my service for 2yrs straight. Every couple of months the service becomes very slow and not moving correctly not allowing me to add my cell phone and then i call *** and they give me a new modem. This last time the tech told me they werent going to keep doing this so he told me i needed different help where someone would have to come and change wires and such. When the day came that that was supposed to happen it didnt happen and i was again told i needed something different done. I told this tech i am through with this and tired of being told i need things done that i dont. I then spoke with manager who told me he would attempt to compensate me for all the issues ive been dealing with from the techs and such. I became a little happier. The tech then moved my modem to my room and that was it. My service remained horrible so next day i called tech and he called manager. Manager came and told me the issue was with the entire street and that *** was already here on the pole. He told me he'll know more by monday (this was a Saturday) and that he will call in report about compensation. I was ok with this. I didnt hear anything at all back the entire week so i texted Friday asking for an updat which i was told he would be calling in report Saturday and would keep me posted and i was not happy with this but i waited. It is now monday again with no text or call from manager and im just really over this service. I wish i could go anywhere else but theres no where to go where i live. My service has been decent ever since but i do have a new modem and i feel this is why and in a few months ill be calling them again to go through the same c*** all over. Im leaving this because i dont think this is fair or right for a crappy company to have a monopoly over services in one area.Review from Raymond B
1 star02/29/2024
This company is an absolute joke! We had a storm roll on in and it must have killed our company modem... We found out the next morning upon arriving and opening this facility. I immediatley called Cox to state our modem is completely out (no power) and I needed help. I was asked if, I tried plugging in the modem elsewhere and a bunch of other questions. I answered all questions and was told someone would reach out within a few minutes. I called back at 0900 after hearing nothing yet. I was told that we have been added to the emergency list and a tech could be reaching out between 1500-1700 that afternoon... I explained I had a business to run and cannot be down all day like that. I was basically told "tough shit" it's how Cox works. I offered to pick up a modem or meet with someone to get going quicker and once again told it's not their policy... So, their policy is too leave a business customer to sit all day??? I called numerous times throughout the day to find out anything I could, and was hung up on by a Tonya and a JD, I was told too just wait, and finally a supervisor Daniel said it's not his problem and that there are policies in place. I was also told I could go "BUY" a modem and have it compatible to work with COX Business, or I'd just have to wait. I am applaud with the service I received not to mention the amount of money we lost for the day! I will be seeking further assistance and reaching out to the AG, FAA, media and anyone else who's willing to help with this matter!!! Being held captive is what it feels like doing business with Cox Business!Cox Communications of Northern Virginia Response
03/01/2024
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. We will provide feedback internally to prevent this sort of thing from happening again in the future. We have also credited the customer's account for their troubles. 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. Gabe D. Executive Resolution Specialist Cox Communications, Northeast RegionReview from JK A
1 star02/24/2024
Stay away from Cox if you have a choice of another provider. Cox is the ONLY available internet provider in my area. Their service is awful. I am in the midst of a 10 day interruption with no end in site. No one at Cox customer service has been able to give me a date in which when the service will be up and running again. This is unacceptable and extremely inconvenient as I work from home on my computer. No one company should be afforded this type of monopoly over customers.There are several other providers in the general vicinity however, they are NOT allowed to service my location.Cox Communications of Northern Virginia Response
02/27/2024
We apologize for the frustrating experience and appreciate the opportunity to address the customer's Internet concerns. Cox can confirm there was a power outage in the customer's area which caused the Fiber Modem to remain offline until rebooted. Sincerely, Cox Executive Escalations team
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.