Customer ReviewsforCox Communications

I believe they should get no stars! I recently moved to Gainesville, and unfortunately Cox is one of the Internet providers in the area who services the vast majority of the small town. I’ve been having problems with Internet service from day one there’s constant outages They don’t credit you for those outages they are price gouging! Because they know that they’re the only ones that are in the area so you have to pay the higher prices. I had to do an extension for a payment arrangement because my daughter was in the hospital when I did so I had a certain card on file that they charged. The funds were not on that card however, I saw that and immediately recharged another card and made payment they charged me $25 for return charge fee even though I made the payment the same day they would not budge to remove the fees. Their customer service is terrible. I really hope that we get more Internet coverage from different companies in this area and I hope that more people walk away from Cox , then proceeded to tell me that they would no longer make payment arrangements because I had a card on file that they were charging and that they could not pull money from . So you’re penalizing me because I wanted to use a different card instead of trying to keep me as a customer now telling me that I can no longer make a payment arrangement. I’m banned for 90 days for doing so.!!! This has been the worst that I have ever been with the way that I have been treated as a consumer and a customer paying money for Internet services has been horrible. I would never recommend them not even to my worst enemy.!!!!!!! Cox cable Should not even be in business any longer!!!!!

We apologize for this frustrating experience and appreciate the opportunity to address the customer's concerns.Unfortunately, we have not been able to contact the customer. Should they still need assist please contact *** at **************.Sincerely, *** Executive Escalations team

Aggressive contracts leave you with little option to downgrade. Beware of "Autorenew" which is ***** way of keeping you in an expensive contract padded with extra services you don't need. We will be switching to Century Link as soon as possible.

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 with their services and pricing concerns. 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. **********************

On July 24, 2024 I called Cox to request a new promotional price for my residential internet service (500Mbps). The current promotion I had was to expire on 8/7/2024. I negotiated Cox Complete Care at no charge for 2 years and $60/month for 2 years (500Mbps). However, Cox stated they could not activate this offer until 8/6 or 8/7 and I would have to call back to activate. Cox sent me a verification email on 7/24/2024 with a $90/ month rate. I called back and the representative stated that the offer was $60/month and no charge for Complete Care. I called back on 8/6/2024 to request activation of the $60 offer as instructed by Cox. That offer was no longer available. It would be the $90/month for 2 years. This is a typical bait and switch tactic. I followed Cox directions on activation of a new plan. They could have given me the offer on 7/24/2024 when I first called, but instead chose to be a business that has no regard for professionalism and customer satisfaction.

Dear BBB: Cox Communications Northeast Executive Escalations team responds to BBB Review #79061. We reached out to our customer to review the said comments and was able to satisfy the customers concern with a resolution to the issue. Our customer advised they were very satisfied. The customer is aware if any further concerns they were provided with a contact. We appreciate our customer's patronage and again our apology for the experience. Respectfully, The Cox Northeast Team

I use Cox Cable internet for my work from home and internet streaming. Over the last 2 months June- July, Cox has had disrupted service more than 16 times. These outages have in some case lasted over multiple days. Upon contact with them for resolution to this issue, they refused to consider a substantial cut to the charges I pay for their services and offered me a mere $43 dollar credit for the multiple outages over two months. Those outages cost close to $1000 in hourly wages, possibly more. To further my concerns, there seem to be certain times of day when Cox slows down bandwidth or participates in rolling outages for our area. Normally this is during a "downtime" where most of our neighborhood is either on site working or overnight, but it also happens on a regular basis in the morning and the early evening. This has caused my family and I to resort to the use of our cellular hotspots which has eaten away our emergency data store. Cox maintains that they do not participate in choking bandwidth, but I have spoken to several household, and am sure that if the BBB were to investigate they would find more than adequate evidence that Cox, in an effort to save themselves money, cuts services to lower their operating costs. I do not believe that Cox is willing to assist its clients and will be looking extensively into alternative providers with better overall service. I truly hope that this helps someone else before they make the mistake of believing Cox's promises, and urge you all to look very carefully at any provider that you choose to contract with.

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, we were unable to provide an agreed upon resolution due to customer not wanting to provide account information for us to further assist or locate the account to send our field team to resolve this problem described. We advised to call our 1800 **************** Number when ready to address the concern. 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 and deeply sorry we were unable to successfully resolve. We appreciate the opportunity that the BBB has given to us to assist our customer

I am unable to reach any meaningful resolution with ***.

Ive been a *** customer for 3 years, paying $211 every month for internet and cable. Now they are saying that our promotional period is over and that our new bill is $337. What a scam. *** should be investigated for their crooked business practices.

*** made attempts to reach ********************* in receipt of her complaint; however, we did not have the opportunity to speak with them. Should ************** wish to discuss this matter further, they can reach a *** representative the contact information provided.Cox Communications

Absolutely horrible company. You pay for 1000mbps and you end up getting ~30 on a daily basis. Should be sued for fraud. Company will not even remotely close come to expectations. Dont listen to their lies

We made attempts to contact Mr. . . . However, we were unable to reach them.Should they wish to speak with us, they can reach a *** representative at the phone number provided via email. Thank you.

This is the second time I am having this issue, Cox Communication sent me a letter yesterday 07/02/2024 saying that my last payment was returned and that I was to pay not only the returned payment but also a 25 fee, so I call cox and informed them that my payment has indeed went through and it was never sent back on June 26. Well the lady I spoke with said at first it was my June 26 payment and processed to ask for the confirmation number so I gave it to her she then changed her mind and said no it was the July 2nd payment when I gave her that confirmation number she then preceded to ask me why did I pay two payments in June, and told me that I was update on my bill but that even though the payment didn’t go back I still had to pay 25 dollar fee because the system does that not them. It doesn’t matter if you have proof of all your payments cox will still make you pay something either you already paid or something that didn’t happen. This is crazy, if I had other options I would not be with cox.

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. Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution. Thank you for your time and consideration. ******************** Executive Resolution Specialist Cox Communications, **************

No one here knows what anyone else is doing. Went in person Sat. to arrange low cost internet for my ex husband on a fixed income. Am agent told us Connect Assist was only alternative at $30 a month. I asked why ******* can offer one for $10 a ********** just shrugged his shoulders. We set up appt for Sunday 6/16 for tech to come out & install new modem agent said we needed for that pgm. Sunday afternoon I got email appt was scheduled for Monday 6/17. Was on phone chat with them for an hour Monday morning & no one could explain to me why. I also questioned why **** would go up to $200 a month instead of saving him money. I got an email saying they would credit acct. My ex emailed me after 3 Monday to say no one had been there. I called them again & *********** person I spoke with (***) said there was NO record of any transactions taking place. I have ALL the emails. We are getting tired of this service as there is always something wrong, cable going out, internet spotty for more & more money. They have a *************** know it.

Dear Sue ********************** (***) is in receipt of your complaint filed through the Better Business Bureau. Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention. Doing so allows us to improve the quality of the service we provide to our customers.Our Executive Escalation team member spoke with you regarding your *** account on June 19, 2024, and have provided a resolution for the concerns brought up in your complaint. If you have any questions or concerns regarding your account, please contact our *************************** at **************.Best Regards, *** West Region ---------------------------------------------------------------------------------------- The Executive Escalations Team

Constant outages. Terrible customer service. Outrageous prices for a barely functional product.

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. Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution. Thank you for your time and consideration ********************************** Specialist Executive Escalations Support Team