Cox Communications, Inc.

Contact Name and Title: [redacted], Exec Cust Res Sp
Contact Phone: [redacted]
Cox made attempts to reach [redacted]n receipt of this complaint in an effort to address and resolve the issue however Cox did not have the opportunity to speak with [redacted]. Should [redacted] wish to speak on the...

matter further, a member of the resolution team can be reached at the number provide with this response. We apologize for any inconvenience this may have caused and appreciate the opportunity to address the matter.

Initial Business Response /* (1000, 5, 2015/04/10) */
Cox has spoken with Mr. [redacted] on this concern and we believe this is resolved to his satisfaction. We sincerely apologize for his experience and for any frustration caused. Thank you.

Initial Business Response /* (1000, 5, 2013/12/02) */
Dear Ms. [redacted],
I am very sorry to hear of the continued trouble you have been having with Cox online bill payment. After researching several options, I did find out that if the primary online ID of "[redacted]" was deleted, all other...

authorized IDs/email accounts would also be deleted ("[redacted]" and "[redacted]"). If you use either of those IDs for their email accounts, I would not suggest this option. However, if it was okay to delete all current IDs, after the deletion you could re-register the account number with a completely new user ID.
In the meantime, I will mail out a manual EasyPay form if should you decide to go through with setting up that service. Please keep in mind that it can take 1 to 2 billing cycles for the EasyPay feature to activate.
Please reply if you would like me to delete the account's user IDs. You may also call customer service at [redacted] to complete this task. I have noted the account of this possible option.
Sincerely,
[redacted]
Executive Assistant
Cox Oklahoma - Tulsa

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have yet to receive my refund check and I am waiting to close this complaint until I receive the check. I was also promised that someone would follow up with me from Cox to ensure the check was received. Because of my previous experience with Cox, I am not confident that this will be done so I would like to keep the compliant open until I receive the check in hand.
Regards,
[redacted]

Initial Business Response /* (1000, 8, 2014/11/24) */
We sincerely apologize for any inconvenience. We have had the opportunity to work with Ms. [redacted] upon receipt of concern to address the matters.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. Despite the effort of all of the technicians, the issue seems to have simply resolved itself; the network in the neighborhood (not just our residence) has been working for about a week now; the technicians have no idea why!  We remain concerned that since a cause was never determined that it may reoccur.  However, as for now, the problem seems to be resolved.
 
We have discovered that there may be an issue related to how IPV6 is being implemented, as it appears that Cox is having issues with this transition nationwide, but that is just a guess at this point.
 
We would appreciate additional account credits for having dealt with this issue, the multiple technician visits, etc.  However, we are not going to keep the issue open for that.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We want to thank [redacted] for taking the time to file his concern. In receipt of this complaint, Cox spoke with [redacted] and we believe he is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Thank you. ...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I just wanted to inform you that COX Communications is not holding up their end of the resolution.  I contacted them today as I am looking for a new provider as they had suggested, and I was told from a billing supervisor and also a billing customer service rep that I will still have to pay the early termination fee of 250.00 which in COX's response they said they would waive that fee.  I was also told today that I would not be getting back my 100.00 deposit that I had to put down in April of 2014 to retain their services, they said they only issue a bill credit.  I would like it back in my checking account or via check. I was also told that it may take them up to a week to get a hold of the woman handling this complaint, I responded with they had 48 hours for those issues to be reflected on my account. They set the terms to "settle" this, which was basically make me switch providers which is going to cost me 450.00.  Plus they said they would have someone contact me about the issues with their employee's.  This still hasn't happened.  I have never been so disgusted with a company and their customer service or their resolutions to problems as I am with COX.  They are not holding up to their end which they set the terms for, yet my terms were never address.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2014/09/11) */
We sincerely apologize for the inconvenience. We've spoken to Ms. [redacted] in regard to this matter.

We want to thank [redacted] for taking the time to file her concern.  In receipt of this complaint, Cox spoke with [redacted] and we informed her she is currently receiving the...

largest discounts available.  Ms. [redacted] currently has three active discounts; they will expire on 7/7/17, 7/8/17, and 8/18/16.  We also discussed downgrading her services, Ms. [redacted] ask me to let her think about this and call her back.  I made multiple attempts to speak with Ms. [redacted] to find out if she would like to downgrade, but was unable to speak with her.  If Ms. [redacted] would like to downgrade her service she can reach me at the number provided on her voicemail.  We sincerely apologize for any inconvenience caused.  Thank you.

A Cox technician repaired Ms. [redacted]' home security system on July 26, 2016. Cox had the opportunity to speak with Ms. [redacted] to confirm resolution on 7/28. Cox believes that this concern is now satisfied. We sincerely apologize for any inconvenience this may have cause  and appreciate the opportunity to address the matters.

[redacted] spoke with a Cox representative on September 13th; the representative resolved all of her concerns.  We sincerely apologize for any inconvenience caused.  Thank you.

Initial Business Response /* (1000, 5, 2015/03/10) */
Cox had the opportunity to speak with the office upon receipt of this concern. We apologize for any inconvenience.

It is always our goal to provide our customers with exemplary customer service.  We apologize that our customer felt the necessity to write to the Revdex.com regarding his recent experience.   We sincerely regret the inconvenience that he experienced with our...

company.
 
Upon receipt of this complaint, we performed a complete review of our customer’s account and reviewed the calls in question.  Our records provided the following information:
 
Cox business policy allows billing reps to make changes such as upgrades or downgrades to services but they cannot disconnect services.  Billing agents must transfer the call to our Loyalty group when a customer asks to disconnect a service. 
Our customer called in and was routed to a billing agent.  Our customer explained they wanted to change their television services.  Our agent reviews which channels the customer uses and which can be removed.  The agent advises which bundle discounts are associated with certain channels.  After discussing the changes the customer would like to make to her television services the agent quotes the new rate our customer then asks about downgrading the internet service.  After discussing the benefit of the current internet service the service is downgraded and the new rate is quoted.  Our agent explained the new rate included the bundle discount.  Our customer then asks to remove the telephone.   Our agent was required to transfer the service to a Loyalty.  Before transferring the call our agent quote a price stating it is an estimate and cannot guarantee the price because there are bundle discounts on the account and also states our customer should make sure she keeps the discount.  None of the changes are kept and the call is then transferred to the loyalty group.
Our customer then speaks with an agent in our Loyalty group.  Our customer explains they were downgrading services and removing the phone service with the last person they spoke with.  After making the changes which included removing the telephone service the agent quotes a price which was more than quoted by the first agent.  The agent explains the discount is less because our customer loses a bundle discount.  Our agent adds a temporary discount to help lower the monthly rate.
We worked with our customer to remove services that do not fit their use and explained they have bundle discounts associated with certain service.  When services associated with bundle discounts are removed the discount must be removed with the service.  As an attempt to help reduce our customer’s monthly rate we added a temporary discount. 
We want our customer to know that we are deeply committed to being their most trusted provider of communication services and apologize for the inconvenience that they experienced with regard to this issue. 
Sincerely,
[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am not satisified with the resolution as I refuse to be called a "confused" customer.  I am a customer that you did NOT provide all the information to.  There was never anyone that stated "your rate will go up after 6 months of signing an agreement for a year contract". 
Labeling your customers is unfortunate and unprofessional.  Cox has a monopoly and we are left to work with a company that is untruthful and does not disclose the information in full to its clients. 
Regards,
[redacted]

Cox understands Mrs. [redacted] frustrations with advertisements.  Cox high speed internet service provides access to the internet and includes...

free additional features.  Webmail is one of our free features included with our high speed internet subscription.  We offer our customer’s two ways to access our webmail service, classic webmail and enhanced webmail.  Enhanced webmail is an ad free option with more features.    Mrs. [redacted] has spoken to multiple Cox representatives and they have informed Mrs. [redacted] this is a free option available to her to avoid viewing advertisements.  I have also discussed this option with Mrs. [redacted] and made her aware classic webmail does not allow customer to opt out of ads.  Mrs. [redacted] has refused to use our enhanced webmail.  Cox has made her aware of the enhanced option; we will not permanently reduce the cost of her monthly service.

Initial Business Response /* (1000, 5, 2016/01/07) */
Cox has worked with Mr. [redacted] on several occasions in attempt to address and resolve his Internet service concern and believes to have provided him with satisfactory education, support and options for the matter. We apologize for any...

inconvenience this may have caused and appreciate the opportunity to address the matter.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They still not only offer the package on the website but offer faster. They should not be allowed to offer that package if they can provide it . While there worked with me they still refuse to fix the issue and they should not be allowed to offer that package if they can't provide it. It's pretty shaddy to have double the amount of people on the node it's affecting many people I've asked
Business Rebuttal Response /* (1000, 5, 2016/01/19) */
Cox has confirmed on more than one occasion that Mr. [redacted] receives the advertised speed on his wired Internet connection. Cox recognizes that there is an intermittent issue that causes a decline in speed on his wireless connection and is working on a fix for the issue.
In an effort to work with Mr. [redacted], Cox has provided substantial credits on his account, offered to downgrade his Internet to achieve a lower monthly rate or waive the early termination fee on all services to release him from his agreement without penalty.
Cox believes to have provided Mr. [redacted] several reasonable options to address his intermittent wireless Internet issue while continuing to provide the advertised Internet speed on his wired connection. We apologize for any frustration this may have caused and appreciate the opportunity to provide a final response on this matter.
Final Consumer Response /* (4200, 11, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's not just the wireless network that the issue. The wireless is equipments provided by me . It's the wired network just the fact that they would try to say that shows you how much they know about what's going on with there business. I've given them since November 2014 to fix it . Aware of the issue and getting it fixed ate two different things . There done nothing . It's not fixed it's the wired network not the wireless and I have documented proff and have had there engineer's tell me this
Final Business Response /* (4000, 14, 2016/01/28) */
Cox appreciates the opportunity to provide a final response to Mr. [redacted]'s concern. As previously mentioned, Cox field technicians have completed several service calls at Mr. [redacted]'s address. On each occasion a thorough review of the equipment in use and the Cox lines and signals have tested successfully. Several speed tests performed during the service calls showed consistent speeds from the modem hardwired into a computer. Cox did not confirm any issues with Mr. [redacted]'s wired Internet connection.
Cox values Mr. [redacted] and believes to have provided satisfactory efforts and options to address his concern. Cox remains committed to the work to provide a consistent wireless connection. In the meantime, we will stand by our offers to downgrade service or eliminate any termination fees should he decided to change or remove services.

Initial Business Response /* (1000, 12, 2014/05/06) */
We want to thank Ms. [redacted] for taking the time to file her concern. In receipt of this complaint, we contacted her in an effort to investigate this matter, however she requested we make no further contact to her regarding this issue. ...

We sincerely apologize for any inconvenience caused. Should she reconsider and wish to speak with us further on this, she may reach us at[redacted] and we'll be happy to assist. Thank you.

Initial Business Response /* (1000, 5, 2014/05/08) */
We have spoken to Mr. [redacted] regarding this concern and believe he is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Should he have any further questions or concerns, he may reach...

us at [redacted] and we'll be happy to assist. Thank you.