Complaints

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

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  Cox Communications

  16909 Burke St STE 121 Omaha, NE 68118-2268

  
• 

  Cox Communications

  4849 N 72nd St STE 101 Omaha, NE 68134-2304

  
• 

  Cox Communications

  7640 Towne Center Pkwy STE 1 Papillion, NE 68046-2138

  
• 

  Cox Communications

  3427 L St Omaha, NE 68107-2577

  
• 

  Cox Communications

  700 S 72nd St Omaha, NE 68114-4614

  

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:09/11/2023

  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.

  We've been Cox customers for many years. We've had cable+internet+Cox Homelife. On 8/11/23, we went to the Cox store at ***** ***** **** in Omaha.  We were helped by *****.  We asked to have our Cox Homelife removed. He told us our new rate (for cable & internet only) would be $179.56, INCLUDING taxes + fees. Our email confirmation of this is attached. He assured us he fixed our promo rates so we are "locked in" until Aug 2025. I was worried about Cox playing games with our rates, but he assured us it would be fine. Today (9/8/23), our bill was higher yet.  It said we owed $198.83.  I used Cox Chat with ******** *., who did not address any of my concerns or questions. He told us we "just needed to pay it."  He was absolutely awful to work with, so I went in person - again - to the Cox Store on Burke St. I talked with ****.  He was a newly trained rep so he didn't have answers (not his fault).  He called over a supervisor, ********  ******* tried talking us into a package with cell phones, but I said absolutely not.   So she tinkered with the "promotional rates" and said that should fix it.   I asked **** if Cox would give us something in writing showing our rate was guaranteed. He said he could not do that.  So he scribbled $179.56 on a piece of scrap paper (attached) - no signature, no name - just a scribble on a piece of paper - and that was supposed to be my "rate assurance."  When I logged onto our bill this evening, the issue is STILL not fixed.  Now it is saying we owe $189.55. I am fed up with Cox's games. I have never dealt with a company so unprofessional. There should be a flat rate for services and stop all this "promotional discount" madness. What I am looking for is something guaranteeing what we were promised - a rate of $179.56 until Aug 2025.

  

  Business Response

  Date: 09/15/2023

  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 assigned an Executive Resolution Specialist to review your account, on 09-15-2023 our Specialist reviewed your concerns and saw that on 09-08-2023 the store representative did correct the issue and your monthly rate is $179.55 with Estimated taxes included, however the representative did not issue a credit to the current bill,  that was mentioned for the  $189.55,  so we have applied the $10.00 credit to correct that, we confirmed the price lock is on the account, and the discounts as well, expiring August 2025, our Executive Specialist attempted to contact you today to share all of this with you, but received no response, he did leave a voice message including his direct contact number if needed, on the number provided in the complaint, but at this time no further action is needed on the part of cox or the customer we have applied the $10.00 credit to correct the issue, everything else was already in place by the store representative on 09-08-2023, feedback will be sent to the parties involved as it negatively impacted our customer experience and we  truly apologize for the experience  you encountered. 
  
  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.
  

  Customer Answer

  Date: 09/15/2023

  
  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:09/08/2023

  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.

  All of my emails disappeared from my account with no prior warning and upon contacting them they say it was a maintenance issue but it has been 10 days and my emails are still gone, I am also unable to get emails because cox is blocking some and I need to be able to get those, I want my email restored and a credit for every day that my emails are missing.

  

  Business Response

  Date: 09/19/2023

  We made multiple attempts to speak with our customer. Is she would you like to speak with a representative, she may contact us at the phone number provided. Thank you.

  

  Business Response

  Date: 01/04/2024

  We have attempted to reach out to the customer at the email address listed on the account on January 2, 2024. At this time, we have not heard back from the customer. The customer can feel free to reach back out to us via email or phone. 

  Customer Answer

  Date: 01/09/2024

  We have had a few more outages. We seen to have one a week it is getting ridiculous

• Initial Complaint

  Date:09/05/2023

  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.

  My internet service has been on/off due to technical issues for many months now. The system and agents always act as if this is the first time this has happened to me each time I contact them. I do receive some type of credit for the outage. However, my concern is that these outages continue to happen and considering I work from home it causes disruption in my daily work life. I do not have time to call them every time an outage occurs so I try to chat with an agent. Half the time I cannot get an agent online. I am asking that COX stops any billing of their services until 30 days of continuous service without downtime. Most importantly, identify the issue and get it fixed for good.

  

  Business Response

  Date: 09/07/2023

  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 are working to provide 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, Central Region

• Initial Complaint

  Date:07/23/2023

  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.

  When I signed up for Cox in June, I told the employee at the store that I was moving to Kansas City in a few months. He assured me that I could continue my service there. Cox is not available in Kansas City and now I have to go with another company. I have told Cox repeatedly that I am moving on September 2nd and no longer need service after that. Every agent I talked to would not cancel my service for a future date. This is silly since I have already signed my lease and I'm trying to be responsible and do things ahead of time. I would not have signed up for Cox at all if I knew service was not available. Chat agents are condescending and prematurely end the chat. Why can't I cancel my service ahead of time. It's 2023. Get your stuff together.

  

  Business Response

  Date: 07/24/2023

  We appreciate the opportunity to assist our valuable customer. We have contacted our customer directly and  addressed his concern.  We sincerely apologize to our customer for any inconvenience.  Thank you!

  Customer Answer

  Date: 07/25/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:07/17/2023

  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.

  Why is it that I am paying for a service from Cox Communications that doesn't work? I have internet service thru cox and every day I am fighting outages. There has been no resolution to the outages, Cox has came out and reran the line and left it unburied for 6 MONTHS before a neighbor cut thru the line with their mower that Cox did not BURY! Now I'm dealing with zero upload speed and zero assistance from Cox communications yet again other than the usual did you restart the router BS? I wok in IT all week and to come home to deal with Cox's absolute horrendous internet and even more Horrendous Customer Service because I come home to outage after outage and have to call to find out where the issue is. I troubleshoot my network before calling in to save time and My girlfriend, who lives in the boonies gets a better quality of internet and service while I live in town where the infrastructure is suppose to be better and I get absolute dog shit from Cox. When a new service becomes available in my area, I WILL BE LEAVING THIS PIECE OF SHIT COMPANY THAT DOESN'T CARE FOR THEIR CUSTOMERS, DOESN'T CARE FOR THEIR INFRASTRUCTURE, AND DOESN'T CARE TO TRAIN THEIR OWN PEOPLE CORRECTLY IN TERMS OF CUSTOMER SERVICE.

  

  Business Response

  Date: 08/09/2023

  We are sorry for this frustrating experience and appreciate the opportunity to address the customer’s concerns.
  
  A Senior Customer Care team member contacted our customer on July 31, 2023, in response to this complaint and discussed his concerns. Consistent with Cox privacy policies, we can only share account information with an account holder or authorized user. Cox has found issue in the area and are actively working to resolve them. The team member will provide our customer updates on the repair and advise him when the issue is resolved.
  
  We provided our customer with our direct contact information should he have additional questions or concerns in the meantime. We look forward to providing our customer with entertainment and communication services for the foreseeable future.
  
  Sincerely,
  
  Executive Escalations team

• Initial Complaint

  Date:07/02/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've only been a customer for a week and I've already had to contact customer service three times due to my wifi name disappearing repeatedly. I guess I am not good at saying what is going on because it takes over 20 minutes in a chat to get anywhere. I just want the two names that were setup when I started my service and I do not want to have to contact customer service over and over again for the same thing. I'm too new for this.

  

  Business Response

  Date: 07/03/2023

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

• Initial Complaint

  Date:06/15/2023

  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.

  Cox has been paid and they continue to call me and leave automated messages that they're going to disconnect me and report negatively to my credit file. I am on there low income plan and they are not supposed to be able to do this especially after the ******** homeowner assistance fund COVID relief paid this bill in its entirety last year they refuse to apply it to my account and actually called me a liar even though I sent them documentation and we were supposed to call the homeowner assistance fund with HUD for them to verify it but cox consumer escalations department would not be on a three-way call with them and said that she just needed ********** account number that paid my bill when that's not even possible for me to get she should know what this program is about and how things work if she hold the position that is supposed to be resolving consumer issues with billing

  

  Business Response

  Date: 06/16/2023

  We appreciate the opportunity to assist our customer. We have contacted our customer directly and  addressed her concern.  We sincerely apologize to our customer for any inconvenience.  Thank you!

• Initial Complaint

  Date:06/05/2023

  Type:Customer Service 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.

  Cox put in a drop cable a year ago between my neighbors. It hangs over my neighbor and my fence and runs down the fence to another neighbor’s yard. They have been contacted numerous times by all parties to come back and bury the line and I personally have had two appointments scheduled that one they claim I didn’t have scheduled and the second one they said they came but no one was here. I had to leave work early and I was sitting in my garage with the door open waiting on them. No one came. Prior to me arriving at home, my adult son was here waiting for them. I also have a **** camera and doorbell that proves they didn’t come. Enough is enough. We pay a lot of money for ****** service. They don’t keep appointments and lie through their teeth. I want them to come and bury the line they put in at least a year ago before my dog gets it, the lawn mower cuts it, or a kid grabs it and pulls it while playing on the school property.

  Customer Answer

  Date: 06/17/2023

  I have been contacted by Cox communications and they came out and looked at the line. It turns out that the company that was subcontracted to initially do this work had already been paid for this job and told Cox it was complete. 
  

  As of yesterday, the drop cable is buried! 
  

   

  

  Business Response

  Date: 06/22/2023

  Cox's Executive Escalations SE Team submits the following response to this complaint.
  
  We would first like to apologize to our customer for the negative experience that she has encountered, and for any inconvenience that she has experienced as a result.
  
  A Cox Executive Customer Resolution Specialist reviewed our customer's Cox account.  The account records show that as of this time the line in question has been buried. Our Specialist followed up with the customer and confirmed that the job has been done.
  
  We would like to thank our customer for being a valued Cox subscriber.  We would also like to thank the BBB for affording us the opportunity to respond to our customer’s complaint.
  
  
  Respectfully submitted,
  
  
  Cox Executive Escalations SE
  

  Customer Answer

  Date: 06/22/2023

  
  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,
  
  Melody ********

• Initial Complaint

  Date:05/17/2023

  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 moved to ***** and my complex was set up for Cox Internet. I called to get a price and I was told it would be $**/mo for twelve months. I turned on the box and it wouldn't work. I called and they tried to resolve the issue over the phone. When it still wouldn't work they sent out a tech and found out the box didn't work because it was already assigned to someone else. They tried to charge me $*** for the tech visit. Now we're two months in and my bill has doubled. I called and was told to pay it and I'd get a credit next month. That's not something I am interested in so I asked for my service to be canceled immediately - so I wouldn't get stuck with the more expensive bill - and was told "Sure!" Then after our conversation ended the individual typed, "Cancelation Fee is $***." That would suggest we had an agreement, but if that were the case then I would still be receiving service for $**/mo. I will be returning my box tonight and I will not be paying a cancelation fee. We have no such agreement. I'm only responsible if I don't return the box and I will be returning it as soon as possible.

  

  Business Response

  Date: 05/17/2023

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

• Initial Complaint

  Date:05/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last year I noticed a $***** recurring monthly charge on our cable/internet bill for "Premium Tech Support" which I never ordered, or agreed to pay. I had it removed. Last month I noticed the charge was there again. I once again contacted them and asked for it to be removed and a refund issued. They indicated they removed it but couldn't do anything about a refund because "that department was closed for the day". This month it is on our bill again. I went back and looked at the last 6 months worth of bills and it has been on every single one of them. I contacted them again today, 5/10/23 to tell them to remove it and issue a refund and was told I would need to call "the loyalty department during business hours".

  

  Business Response

  Date: 05/11/2023

  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.