Cox Communications, Inc.

Initial Business Response /* (1000, 5, 2015/11/06) */
Cox had the opportunity to speak with Mr. [redacted] in receipt of his concern and believes to have provided him with a satisfactory resolution. We apologize for any inconvenience and appreciate the opportunity to address the matter.

Cox had the opportunity to speak with Mrs. [redacted] in receipt of this concern and believes to have provided her with a satisfactory resolution. We sincerely apologize for any inconvenience this may have caused and appreciate the opportunity to address the matter.

We sincerely apologize for the issue.  Please be advised we are in the process of investigating this and will be in further touch with our customer on the findings and resolution. Thank you.

(The consumer indicated he/she DID NOT accept the response from the...

business.)
Cox has been very responsive since submitting to Revdex.com, and for that we are very grateful. However, it appears that the issue has not been completely resolved. The last technician that was at our house made a suggestion, which we will try this weekend, but it does not seem to be completely resolved.
If his resolution does not work (which is a local issue that has already been tried previously--replacing a network cable and would not explain the impact on the neighbor's house), it would seem that we would have learned that the issue may be intermittent.

Initial Business Response /* (1000, 5, 2015/03/25) */
Cox had the opportunity to speak with Ms. [redacted] in receipt of this concern and believe she is satisfied with the resolution. We sincerely apologize for any inconvenience.

Complaint: [redacted]
I am rejecting this response because:  I don't have the proper service, and I'M NOT JUST COMPLAINING TO COMPLAIN!  My issue is STILL HAPPENING.  I have attached a copy of my last 25 speed tests with COX Communications.  Since COX is now stating that they have fixed my issue, then these tests need to be explained.  My internet speeds are supposed to be 300Mbps down and 30Mbps up.  I get those speeds maybe 25% of the time.  COX is aware that my issue is intermediate, so let me explain AGAIN what's happening...so that we are all clear. 
 
I run my speed test on COX internet site because it is one of the only ways that they can see my issue.  The ONLY time that I run a speed test is when my internet goes out!  That is very important to remember, because you're looking at 25 of them.  When my internet goes out I have to try and quickly open my browser if there is ANY speed.  Then, I go to my favorites, go to the COX website, I have to then log in, then I have to go to the speed test section and run a test.  Sometimes, this goes very smoothly because the internet comes right back up, MOST of the time...it does not!  My internet drops out, then I have to wait a little while for it to come back up, when it does I try and go through all of those steps that I listed above and if I'm lucky I can make it to run the test.  I've had tests as low as 11 & 1, then 2 minutes later it's 330 & 34!  Normal internet traffic would drop my speeds to maybe 250 at the LOWEST, so you can CLEARLY see that I am getting sporadic measurements BELOW 200!  THIS is NOT a resolved issue!  It is still happening today and has been for over a year.  COX Knows this!
 
Like I've stated before, COX has done a great job when it comes to taking care of the charges...BUT I WANT MY SERVICE WORKING!  My levels fall far below what is expected and that is CRYSTAL CLEAR by the results.  I have not once had a field tech here that stayed to see the problem.  Maybe an hour after the tech left on the 2cd, my levels dropped again...then by the time I could record the speed it was 111.  I would be happy to sit here with any tech on any day for 24 hours...so that they can see the problem first hand.  Even then, there have been MANY techs who have seen it at yet here we are.  Now that I've provided a clear picture of my issue...what more can I do?  I'm at the mercy now of COX "telling" me that everything is OK when it clearly isn't.  Now it seems as if I'm lying about the whole thing?
 
Even now, I was supposed to get a call from COX this past weekend and another call from Adrian...and none of that has happened.  My internet is working just fine, right now...while I'm typing this, but it will go at any moment just like what is shown in the pic I sent.  The only calls I get are courtesy calls about my bill!!!
 
Hopefully, this will be the last effort that COX makes to dodge the issue and FIX THE PROBLEM!  I am completely grateful for what they HAVE done to this point...so don't get me wrong, but I am still having the exact same issue almost every single day.
 
I think its a problem at the HUB like I was told by COX.  I can almost safely say that because it is the ONLY thing that has not been changed in the past year....that makes it even harder to deny.  I could be wrong, but regardless...my issues are just as they are listed in the picture and THAT is NOT properly working service.
Sincerely,
[redacted]

We want to thank Mr. [redacted] for taking the time to file his concern.  In receipt of this complaint, Cox contacted Mr. [redacted] regarding the Tedford and Associates Cox Business account and has continued to work towards resolution on his concerns.  We believe Mr. [redacted] is satisfied with...

our efforts to resolve this matter.  We apologize for any inconvenience caused. Thank you.

We were sorry to hear that the customer is not satisfied with her monthly rate and billing.  We did attempt to reach the customer and discuss her concerns by phone, but were unsuccessful in reaching her.
 
The customer states in her correspondence to the Revdex.com that our company has misled...

her with the rates quoted to her.  Notes on the customer’s account indicate that our Care Center Team did explain that our bundled discount package does have a $20.00 “step up” pricing in place at the six month mark.  Our records also indicate that on September 30, 2014, our agent did offer and add an additional campaign to ensure the customer’s rate was kept at the approximate rate that she was charged in the past.
 
We apologize again that the customer is confused and unhappy about her rates.  The feedback that the client provided has been forwarded to our Marketing Team.  We realize that comments such as this are beneficial to our company, so we thank the Revdex.com for passing this information to us. 
 
[redacted]/Cox Communications Executive Offices/ Arizona

Initial Business Response /* (1000, 5, 2014/07/23) */
We have recently been in contact with Ms. [redacted] regarding her ongoing concern with e-mail issues, and apologize for any inconvenience. Several of the issues she has reported are a result of violation of our residential user agreement,...

however we have researched and offered various options for work a rounds to aid her. If she chooses to maintain a residential account and utilize in the same manner, the problems are apt to persist, as the residential service does not sustain the capacity required to support the tasks in which she is performing. We believe we have provided adequate support toward the e-mail challenges she has faced, and point all recommendations toward converting the account from residential to business service to alleviate these issues and offer a more permanent solution moving forward.
Initial Consumer Rebuttal /* (3000, 10, 2014/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I have already explained the reasons why their recommendation to use a Business Account won't work. I AM ON A LIMITED INCOME AND CAN'T AFFORD IT. There must be a way to send out bulk e-mails to people who want to hear from me. They DO NOT consider my e-mails spam because they WANT my e-mails. When people have asked to be taken off of my list I do as they request
Final Consumer Response /* (4200, 18, 2014/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The problem still exists. Once again, where a month ago I could send out 7 to 8 e-mails a day, now I can't. I tried AGAIN, just now, to send out the e-mail I was asked to send, a request for transport help, and I am blocked. I received a call from Cox Communications yesterday. I agreed to send the e-mails to where I was told to while Cox Communications 'looks into it.' I told the woman who called that Cox Communications had already 'looked into it,' just within the last few months, with my permission. I was told that yes, they knew the e-mails were for the animals, yes, they understood I didn't have money for a business account, yes, they understood I make no money for this, but then suggested [redacted] or [redacted], which, I have already stated, did not work. I also told her that [redacted] had told me to send e-mails to the [redacted] and [redacted] and I done so a number of times, never received a response, and the problem continued. I added that I had also filled out, more then once, the form to explain that what I send out is NOT SPAM to [redacted], and there was no response to this and the problems continued. I will NEVER BE SATISFIED as long as the problem continues. The woman will 'check back with' the people I am to send the e-mails to in a week. I had asked her to fix the problem so that I can send out the number of e-mails that I have sent for years, except during these times. She told me she couldn't. So I will continue to file the titles of the e-mails people are asking me to send, and, when I am NOT ALLOWED TO SEND THESE E-MAILS OUT DUE TO COX COMMUNICATIONS I will continue to write those in as well. When my health allows and I am up to hours long marathon calling to see if this can be cleared up I will do that also.
Final Business Response /* (4000, 23, 2014/08/13) */
On 7/31, Cox offered assistance to Ms. [redacted] and requested that she send her most recent examples of the emails in reference for further investigation and troubleshooting. As of 8/08, we have not seen these examples or requests from Ms. [redacted]. Without this information we are unable to help further on this matter.

Initial Business Response /* (1000, 5, 2014/10/17) */
Our records indicate Ms. [redacted]' bank statement was successfully received. On 10/14/14 a credit of $118.88 was applied to the account to settle the balance in full. We sincerely apologize for any inconvenience.

Complaint: [redacted]
I am rejecting this response because:
I feel that after having to go through all the effort and trouble we endured over this matter we should receive a reduction in our next bill. I spent several hours on the phone, weeks waiting and spent two entire days sitting home waiting for service appointments which were never kept, didn't even receive a call. Apologies are nice but in this case not nice enough. The cable is indeed buried but it is a shame that it took filing a complaint to get it done, a lot of frustration and time has been invested in this by myself and the family.  
Sincerely,
[redacted]

Initial Business Response /* (1000, 8, 2015/08/10) */
Cox has spoken with Ms. [redacted] regarding this complaint and in effort to resolve this matter two service calls were scheduled to investigate the service issue; however Ms. [redacted] cancelled both service calls stating that the issue was no...

longer occurring. Should she experience a reoccurrence of this issue, she may contact a representative at[redacted] and we will be happy to investigate this. Thank you.

Cox made attempts to reach [redacted] in receipt of this complaint; however, we did not have the opportunity to speak with her. Should she wish to discuss this matter further, she can reach a Cox representative by calling the number we provided on her voicemail....

Initial Business Response /* (1000, 5, 2015/07/02) */
We want to thank Mr. [redacted] for taking the time to file his concern. We apologize for any inconvenience caused. In receipt of this complaint, we attempted to reach Mr. [redacted] by telephone but we have not had the opportunity to speak...

with him. In review of his account we received a similar concern from Mr. [redacted] from our corporate office on June 5 at which time a payment agreement was made as a courtesy in an effort to work with him and avoid service interruption. While a partial payment was received after this time, the full payment agreement was not made by the required date of 6/22 and the account remains past due. At this time the past due amount will need to be paid in order for services to be restored. Please note, accounts that are fully disconnected for nonpayment require payment of the full balance before reconnecting.

Initial Business Response /* (1000, 5, 2015/09/18) */
We want to thank Mr. [redacted] for taking the time to file his concern. We sincerely apologize for any inconvenience caused. In receipt of this concern, we have been in touch with Mr. [redacted] and are working towards resolution of his account....

He has a direct point of contact that is assisting him with this matter. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I Talked/ am talking with [redacted] @Cox and have been since 9-14-2015. This is 9-21-2015 and nothing has been resolved. I wouldn't think it would take this long to do the right thing. [redacted] @Cox has already told me she has listened the call and offer that got me to agree to change all services to Cox. The call was as I stated in my complaint. I hope to have the issue resolved soon.
Final Business Response /* (4000, 11, 2015/10/09) */
We want to thank Mr. [redacted] for taking the time to file his concern. We sincerely apologize for any inconvenience or frustration caused. We reviewed his concerns and in effort to resolve this with Mr. [redacted], we agreed to honor the quoted rate of $150.00 including tax for 12 months. With this agreement, on 10/02 his account was credited for two months of the difference that had already been billed. On 10/08 his account was credited for an additional month of this difference. As explained to Mr. [redacted], going forward, his bill will be approximately 150.00 including taxes and surcharges. This information was provided to Mr. [redacted] in an email as well at his request. Thank you.

Initial Business Response /* (1000, 5, 2015/04/28) */
Cox had the opportunity to speak with Ms. [redacted] upon receipt of the Revdex.com complaint and believe to have provided a satisfactory resolution for her concern. We sincerely apologize for any inconvenience.
Initial Consumer...

Rebuttal /* (2000, 7, 2015/05/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While I accept the resolution in that Cox has agreed that we are not responsible for the equipment they had charged us for, I do not feel that the underlying issue was totally resolved. They stated to us that they will do "coaching" with the staff we worked with, however I feel that the issue was a lack of follow through and education on their end, not necessarily only the staffs issue. I hope that in the future they will fix these issues. We still plan to switch providers because of our experience with Cox. We greatly appreciate the help on the Revdex.com. I'm not sure this issue would have been resolved without your help.

Complaint: [redacted]
I am rejecting this response because:they really offered me no resolution except to take crappy internet that doesn't meet my needs for working from home, I asked to cancel phone I have never used and he said I couldn't or bill would increase. I don't feel they provided with any reasonable options for a customer having been with them 5 years. It was a take it or leave it attitude. I feel least they could have done is offered a $100 bill credit considering I have paid $200 to $250 for last 6 months at least with no one even attempting to help until I contacted the Revdex.com, I have not felt like they have tried or done what they could with a loyal customer. I do this same job for a living and the options provided to me would be unacceptable
Sincerely,
[redacted]

Mrs. [redacted] current balance is $54.32.  These charges are from Internet and Telephone service and a bill reprint fee. Ms. [redacted] had Internet and Telephone service only starting from March 9th, 2016.  Ms. [redacted] activated Video services with us on June 15th, 2016 and cancelled the Video services on June 23th, 2016.  Cox offers a 30 day money back guarantee. Ms. [redacted] was not billed for the 8 days she used our Video services.  Ms. [redacted] billing cycle runs from the 9th to the 8th of each month.  Ms. [redacted] cancelled her Internet and Telephone service on June 27th, 2016.  Ms. [redacted] was billed $49.32 for 19 days of Internet and Telephone service.  Ms. [redacted] was charged a bill reprint fee of $5.00; she requested a copy of her July 9th statement on July 26th.  Cox waived the bill reprint fee has a courtesy.  Ms. [redacted] remaining balance is $49.32.

Complaint: [redacted]
I am rejecting this response because:it's not complete the alarm still cannot be set my schedule prohibited a tech coming  out friday between 3&5.
Sincerely,
[redacted]

September 16, 2014
 
Re: [redacted] Complaint #[redacted] – [redacted]
 
This is in response to the complaint that our customer filed with the [redacted] regarding the $200.00 [redacted] gift card that she expected to receive for taking our services.  It is...

always our goal to provide our customers with exemplary customer service.  We would like to apologize for the inconvenience that our customer experienced in her numerous attempts to obtain clarification as to the status of her gift card.
 
Upon receipt of this complaint, we researched the account.  We have forwarded a request to the card processor to expedite this card to our customer as soon as possible.  Our customer will be receiving a telephone call as soon as we have a firm commitment date as to when this card is expected to be in our customer’s hands.  As a courtesy to our customer for the extreme delay, we have applied a courtesy credit to her account which will appear on her next billing statement. 
 
We also reviewed our customer’s account and determined that the difference in her monthly billing is due to the representative not properly quoting equipment and taxes.  This is currently being reviewed to determine if there is any way to bring her closer to the original quote.  We will contact her as soon as our research is complete.
 
If she should have any further concerns or questions, she may contact our Customer Care Center at ###-###-####.  They are available 7 days a week.  Thank you.
 
Sincerely,
 
 
[redacted]
Executive Resolutions
Office of the General Manager
Cox Communications/[redacted]