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1.4 672 Reviews

Cox Communications Complaints Summary

67 Resolved
604 Unresolved
Our verdict: With Cox Communications's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Cox Communications reviews & complaints 672

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Newest Cox Communications reviews & complaints

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R
9:12 am EDT

Cox Communications lies each day: line drop and install

We have been communicating to different person each day about how line drop was confirmed. Last Tuesday a technician came and in front of us submitted for line drop. He said it will be approved 24-48 hrs. My husband called yesterday and the lady said intall will occur on Wednesday and be on stand by for Monday or Tuesday for install. We called and spoke to 5 different people and each one said there's no line drop. We attempted to speak to Lashawnda - supervisor- not sure if real name was given- and she said now it'll take another week. I'm extremely disappointed and you guys have made us loose time for work. The supervisors and all staff are incompetent and have lied each day. The supervisor was no help and she said can't speak on anyone's behalf and she can't do anything today- she'll give us a call tomorrow- why tomorrow?!?! And why?!?! I had cox at previous residence and was hoping to stick with them but I can't believe you have folks that do not value customers.

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9:55 pm EDT

Cox Communications internet / cable

Today Tuesday September 3rd we got home and realized that our internet and were not working, we called Cox costumer support and besides being unwilling to help they put me on hold for 40 minutes and afterwards they said that support can not come to fix the issue before Thursday 5th and we are gonna have to pay two days of a service we are no longer able to use, that's a huge disrespect.

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9:07 pm EDT

Cox Communications customer service and tactics

We no Ed in to apartment with cable and utility included and we decide to get internet we are 59$ behind in our inter net so we set up paying plan we paid one 20 then they cut of the internet and the cable we don't pay for and thats not rightmy cable is included with rent my rent is paid why the heck is it off and they kept saying that's out procedure the really didn't have that rightthabks bye

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12:44 pm EDT

Cox Communications service member civil relief act violation

i was recalled to active duty October 2017 forcing me to relocate and cancel my contract with Cox Communication early. I informed Cox of my recall to active duty and I was told that my early termination fee would be waived under SCRA. Once my early termination fees were waived I was informed I only had a balance left due to equipment. Cox does that service the area that I moved to so I mailed the equipment back, once I mailed everything back I was informed I had a zero balance in 2018. At the beginning of this month August 2019, I receive a notification from Experian stating that I had a collection account on my credit report from Cox Communication for a past due balance of $1327.00. I made contact with cops and they informed me that almost $800 of the charges were for an early termination fee and the rest was for equipment. I once again informed them that I was activated to military orders and mailed them their equipment back in 2018. I have disputed thus collections account on my credit report but it keeps coming back as being found accurate. I cannot afford for this to be on my credit especially an issue that I resolved. In addition, once Cox verified the equipment was received, I never received a phone call, email or mail from Cox Communication stating that I had a past due balance. I also reached out to the collection department, Credit Management Services, and inform them of the situation. Nothing has been resolved, this item remains on my credit report and it's greatly affecting it. Listed below are the names of the representatives I spoke with regarding this matter at Cox Communication and with Credit Management Services.
Cox Communication:
Mike- Supervisor (Badge ID xrxmiari) Location: west Texas

Vianey (Badge ID B60373)

Credit Management services: Sophia (Employee ID A2Z)

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Update by CaliShay
Aug 22, 2019 12:46 pm EDT

I have made contact with COX several times and I am told someone will call me back, no one has called me back. This item still remains on my credit report. This not fair to me or other military members to deal with these type of issues because companies do not want to abide by the law or think we don't know our rights.

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4:25 am EDT

Cox Communications cable internet and phone

To start off they lied about the contract price lock for service...the price I was quoted I never paid...bill goes up every month...I didn't receive the package that was promised... my service stayed interupped do to outages with no credit for days like they promised me on the phone... overall horrible service provider will never recommend this company to No one

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8:30 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Cox Communications wrongfully charged for equipment previously returned to there store

On November 28, 2017, I returned a Cox issued modem to their store in Laguna Niguel, CA. They have no record of the return and have added $122 to my bill requesting that I pay for it. It is not my responsibility to manage their equipment intake. I'm requesting that they remove the $122 from my bill.

This is coming to light now because I removed cable TV service from my account and am now only using Cox for an Internet connection using my own modem that I have been using since November 28, 2017. I currently do not have any Cox equipment in my home.

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5:15 pm EDT

Cox Communications rude customer service esther b60842

I wanted to cancel service. It is so very difficult to do so. I gave them the pin in the account, and the first concert, but she said they are wrong. So I told her to call me back on the phone on file and try to help. She refused. She told me to go to a cox communication store.

She talked down to me (hope they recorded the conversation), and when I asked to speak to a supervisor, she put me on hold for 5 minutes, being rude when she came back and she hung up on me...

VERY UNETHICAL! When you want to sign up for service, they take your credit card easily over the phone. When you want to cancel service, they give you such a hard time!

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5:48 pm EDT

Cox Communications rep named karen in the loyalty department.

I spoke today with someone from another department who was very polite and did listen and said "yes it does seem like you are paying a lot, so I will connect you with our loyalty department". The this very rude condecending person named KAREN from the LOYALTY department got on the line. I know of several friends and family members who have internet and telephone who are paying in the $70.s. I'm paying $134.00 for the same services. I am 72 yrs old and trying make my life more affordable. I have been with COX for over 20 years. KAREN insisted that nobody only pays 70 something. I am witness to the fact that they do. WHY?. Also she would not allow me to talk to her supervisor and refused to let me talk to someone who is above her. This is extremely poor service. I would like someone to look into this and change my bill to reflect the same as others pay in the $70's. Thank you. Carol Silvia [protected]

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1:56 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Cox Communications homelife products

I had to speak to 4 different people on one phone call before I was told the supervisor would be filing my complaint with a Homelife Supervisor. I was told I was GUARANTEED to get a return phone call from a Homelife supervisor that next day. It has been over a week and I've received no call to resolve my complaint. I want my money refunded for the defective smoke alarms that were installed in my home! I spend plenty of money on many of your services but will be cancelling ALL services when my contract is up if I'm not refunded and contacted as promised!

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1:54 am EDT

Cox Communications internet service/cable channel

I have Internet service and cable service with Cox Communications. I signed up for Internet/cable services with Cox less than six months ago at the Hillcrest Branch of San Diego, CA.

Someone at that local office is leaking my Internet service connection to intruders/strangers. These people have access to my home Internet service and obviously to all my online activities. There is a group that bribed or pressured one or more Cox employees to compromise my Internet connection to others that are harming my reputation/goodwill etc. These intruders have complete access to my home Internet and even TV cable service. These intruders work out of Atlanta and metro areas of Georgia.

It is urgent that an authority from Cox Communitions take immediate to stop this unauthorized, damaging and eligal action.

My name is Lisa Fatema Sadia. My phone number is [protected] and [protected]. You can also reach me voia e-mail address [protected]@gmail.com.

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2:12 pm EDT

Cox Communications dvr

I recorded Full episodes of an all day special Flea market Flip and had been watching it every day with my wife, all of a sudden all the episodes were gone,
I called Cox and was told the episodes were no longer available except on on demand .
I stated that was my property they had no right to do that they would not get my property Back, they also wasted my time telling me a service call would resolve the issue the tech never heard of the problem and could not get back my shows !

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11:56 pm EDT

Cox Communications cable services billing

When I canceled my accout I paid the then due balance of $295.20 The services had been turned off since the new bill came out but they are trying to charge me for the services until the day I called and canceled services.! Why should they get paid for the time they were not providing services. Secondly, If I call and pay the balance due it is a fraud that they try and charge you more than that by extorting your credit! I will not pay them one more cent! They say they don't have a record that services were turned off. But I have an email that says it! Charlatans, ripping people off!

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6:01 pm EDT

Cox Communications driver, driving recklessly

As I was pulling out of the driveway of Walmart the Cox driver was driving fast and switching lanes from from side to side, cutting everyone off aggressively and driving way too fast and twice above the speed limit. As well notlt paying attention to the speed limit and being cautious was not present by the way this driver was handling the company vehicle. I am as well as a commercial driver and I have never seen such reckless driving such as this one.

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10:39 pm EDT

Cox Communications cox cable

Oakwood Gardens Apartment Complex has an agreement with Cox providing cable to the various aparments. The apartment managed the equipment and bill. When my lease at the apartment was up I left the equipment in the apartment where it was when I moved in. Cox sent me a bill for the cable equipment and told me I had to return the equipment or pay the fine. I am now dealing with Cox and the apartment complex trying to get this settled. Cox is likely still being paid by Oakwood Gardens for the apartment in addition to charging me for equipment that I never used. Cox should be contacting the apartment that managed the equipment and bill, which I told them more than once. I will remember this if ever I consider using Cox for cable, internet, or phone service.

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11:42 pm EDT

Cox Communications internet service - packet loss and unstable/disconnections

I have been dealing with this issue for coming up on 8 months now. I called back in January about massive packet loss. The rep I spoke to basically said that it could be the modem. I did not believe this to be an issue but decided to look up the modem I had at the time and found out that it had a Puma 6 chipset which can cause issues with online games and other issues, so I decided I might as well replace it anyway. Went out the next day and spent a little over $200 on a new modem. Called and got it updated to my account and still experiencing the same issues.

At this time I then start experiencing issues with internet outages and unstable internet connections. Mostly my upload will not be consistent and will eventually just zero out and lose connection but running a speed test will show that I am still getting about 30mbs up. This mostly happened at night until early morning until around 9AM then go back to being mostly fine throughout the day.

I call again and they suggest sending a service tech out. The tech comes and tests my hardware and finds no problems but suggested replacing the line in the wall and that could be the issue. Issues is still not resolved. Call again and they send another service tech out and again is not able to replicate issues since they come after the issue clears up. They suggest replacing the line that runs from the house to the box in the front yard. Ok. They replace this and still the issue is happening.

I consult with a friend and told me that he dealt with this exact same issue before he moved and told me that it is a problem with the node and I will need to keep calling and harassing Cox until they come out and fix it because getting them to escalate anything is a pain. At this time I notice that there have been multiple Cox trucks out in my area by my house just down the street over the months and have had 2 internet outages completely that Cox was aware of.

I have had other techs out at least 1 per month at this point.

I call Cox again and tell them that I am still experiencing the same issues but now the issue is starting to get worse because it is happening earlier in the day. They tell me again that they need to send another service tech out. I tell them that they have already sent multiple to the house and they never find anything or do anything that makes any difference and want to get this escalated and taken care of and that they need to come look at the node. The rep informs me that the only way that they can get this escalated to someone that can come look at the node is to have 3 service techs out within the same month and that the service tech needs to be the one to escalate it to that point.

They schedule the tech to come out again and he says that he does see the packet loss and was working with someone in "engineering"? (I believe that was the department he said) and that he would get this escalated and that they should be reaching out to me within 24-48 hours. 2 Days go by and I have not heard anything from Cox. I call them to get the details on if they have come out and was told that they have come out but wasn't told what they had done. I let a few days go by and still experiencing issues.

The internet is worse than ever. My connection is not stable at all. My upload will fluctuate constantly and will eventually 0 out and just give up. Packet loss is worse that ever upwards of 50-60 percent.

I call Cox again and ask to speak to a manager. She tries to get me to tell her what is going on but I do not want to have to repeat myself to her then the manager. I then have to tell her what is going on and that I need to get this issue resolved. She sounds like she is consulting with someone on her end since she is pausing a lot and then tells me that she will get the issue escalated with her supervisor's help. 2 more days go by and I don't hear anything from Cox.

I call Cox again and demand to speak to a manager. I get to a manager and explain everything that I have been going through. I tell her that I called and was told that my issue was getting escalated and that there should be a ticket for it. The manager tells me that they opened the wrong type of ticket and that the escalation had been cancelled. I do not have her name but this manager was very nice and professional and actually sounded like she knew what she was talking about. She got my issue escalated and scheduled them to come look at the node FINALLY and the tech was out the next day. I even saw the tech and know where the node is now.

A week goes by and within this week it seems that everything has been resolved. Some packet loss here and there but Its nothing terrible like it was. Upload was solid as well and no issues. Then all the sudden everything starts coming back. Upload is completely unreliable and unstable. Again the upload will completely zero out and just give up and packet loss is back.

I call again and inform them that the issue is happening again. I have to explain everything to a rep and am told that they will get my issue escalated. I ask to speak to manager/supervisor. They transfer me over and the supervisor tells me that the previous rep is now getting it escalated and should be here on Monday 7/29/2019 and that I will not have to be home for this.

Today is 7/29/2019 and at 6:30PM I have not noticed any Cox truck down my street and they did not leave a thing on my door letting me know that service was done. I call Cox for an update and speak to a rep that informs me that a ticket was open but can not inform me when they will be out and was scheduled for today. I hang up because that is not an acceptable answer. I call again and ask to a supervisor/manager. (I know at this point that Cox's Tier 1 reps are almost worthless and cannot get the information you need for anything you follow up with) The supervisor explains to me that they opened a ticket that will go no where because they are not able to escalate tickets to that department. She informed me that to get this properly escalated that she needs to send a service tech out. I tell her I do not want any service techs to come to my house anymore because they do nothing and they typically say they do not see an issue. She informs me that she will re-open the ticket I had before when they came and looked at the node and will follow up with me tomorrow.

I am now waiting for this to see if it eventually goes through. My experience with Cox has been completely miserable. It has been 8 months and I am still dealing with the same issues and nothing has been resolved. They have only credited me $100 dollars which doesn't even cover a full month and all I have is internet service. I pay $86 per month and another $50 a month for their unlimited data plan. Which Cox should not be limiting data in the first place.

I have been lied to 2 times and have been told that an issue was escalated and will be taken care of to find out that the ticket was escalated to the wrong department. I have had MULTIPLE techs come to my house to do basically nothing because anything they do does not effect the issue in anyway. I have called and had to explain my situation so many times to these reps and supervisors which always try to up sale to a higher plan or a business account which even if I did it is still going through the same node and will still be experiencing the same issues.I have also been told that they can not credit me anything until the work gets done and the issue is resolved which I know they are not going to credit me the last 8 months of the same issue. I am completely at a loss at this point and do not know what else to do to get Cox to fix this issue with the packet loss and unstable connection. I am extremely frustrated and thinking at this point of just switching to Century Link and seeing if their lower speed connection will at least be stable enough for me to use my internet...

I have lost so much time and I am sure have cost COX quite a bit of money to have all these techs sent out and take up the time speaking to reps on the phone but they do not seem to care about their customers. I have to deal with someone different every time I call them and explain my situation to them every time. COX has not helped me with my issues with their service and at this point do not believe they will.

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gecked
, US
Jun 29, 2020 8:00 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I worked for Cox and found the last 3 years, feel as though I'm committing fraud. I will see someone be told they are in an outage. OK the 6 hour time frame goes by. it clears, and a few minutes later another outage is staged and another 6 hour time frame will clear and so on an so forth. This can go on for days. How does Cox get away with it? No regulations and payments through lobbying . They are big lobbyist. It should be an outrage!

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3:14 pm EDT

Cox Communications prices for services

I have been a loyal customer for the past two years, and I believe that it is unprofessional and inconsiderate for such a big corporation to care more about gaining new customers than taking care of their long lasting customers. Currently I am paying over $200 for three services, one of which I do not even use. Yet a brand new customer can receive the exact same package for less than half of what I am currently paying. Perhaps this company needs to think more about making their loyal customers happier and more satisfied than gaining more new customers that may or may not stick around. The best form of advertisment is word of mouth. Would this company rather have loyal customers speak highly of the company and push for new customers that way or have veteran customers express their unhappiness and push away potential new customers? I can promise that by taking care of veteran customers the business would thrive a lot better. Such outrageous prices are ridiculous and I would gladly switch service providers if I had another option. Unfortunately I do not so perhaps this company should look into taking better care of their loyal customers.

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4:12 pm EDT

Cox Communications cox cable internet

Worst service I have ever experienced! I spent 4 hours just trying to sign up and now that I finally have service, half the time it disconnects randomly, even when I am plugged in via ethernet cable. When I was a kid I never had problems with Cox. They must have really let loose or are hiring any person they can find. I never had any problems like this with xfinity. If only they covered my area. :(

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6:18 pm EDT

Cox Communications payment issue

On 7/22/19 I call cox communications to make a payment of $122 and the agent process a payment of $279 from my debit card and the immediately came out of by checking account. The agent said "oh my bad I mess up" and tried to refund the money back to my card and I called my bank but they said there no pending transaction for $279 to be refunded. Then today at 4:47pm I received a email saying that my account is ineligible for a refund. I have called 7times and each customer service agent has said there is nothing they could do. Cox them sends me a email saying I will be scheduled for a disconnection. I made a separate payment from another card to bring my account up to date. I have demanded to speak with a supervisor but customer service continues to say there is nothing they can do. This is unacceptable and I will be getting a lawyer and reporting this company to the better business bureau. This is a billion dollars company that stole $279 from and refuse to give it back.

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9:39 am EDT

Cox Communications internet

I have been having issues with my internet pretty much the whole time we had had internet with COX. I have had several technicians out to my home as well as have several modem boxes changed out. The issue is still there and still the same. Our internet either lags or it just goes out and stops working. It rarely works connected to phones and it is really frustrating to have to constantly sign back in to every single device. I work from home teaching online classes and have lost two classes so far this week because of this issue. The answer I get: Reset the router! I have to reset the router every day! That doesn't help when I am in the middle of the class and the classroom disconnects. My computer is hooked up to a ethernet cable. Brand new equipment so its not my equipment. I call and get the same story: "It's not acting up at the moment so we cannot troubleshoot it" or "There is an outage in your area" or "The signal is reaching your house". I am losing money and still paying over $100 for crappy internet. Why can't I get good service and get what I am paying for? Why is it that every COX technician has a different theory to the problem but it isn't resolved! I want internet that works and would like to have some compensation for all of the inconveniences this is causing. It has been going on for months. In my opinion it is a terrible company!

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7:18 pm EDT

Cox Communications getting issue resolved

I have been on and off the phone with cox since 9:30 this morning. It is currently 4:00 and my problem is not solved. I had over an hour conversation with a lady trying to address my problem and asked multiple times to please just send someone out. Prior to that I was on a chat and then twice with hour long sessions where they remotely accessed my computer. My entire day was wasted. I pay extra for customer care service and feel I have lost an entire day of work and income on top of paying for the service every month.

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