Cox Communications New England

Dear Revdex.com: We are responding to Revdex.com case # [redacted] One of our Customer Experience associates reviewed the issue with our customer and then provided a flat credit to the customer's account in order to satisfy the issue regarding the monthly reoccurring rateThe customer's account has been duly noted with the specifics and our customer indicated the credit provided satisfies the matterWe appreciate our customer's patronage Thank you, The Customer Experience team

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] This is because Cox shut off our internet for non-payment and I had to use mobile data on my cell phoneIf Cox did call, they did not leave a message with a contact name and number so that is untrueThey need to leave a message with that information and they can use my cell which is [redacted] or the one provided which is my husband's, ***, at [redacted] Thank you Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] The issue seemed to have been resolved the following day but unfortunately, on April 7th I noticed the issue of Channel & 1070HD, which is [redacted] ***, once again came up as 'Temporarily Unavailable', then after several hours of watching tuned out and the Unavailable screen appeared again Today as I turned on my computer I also did not have the Internet service, nor was my connection available I had to go to the back of the box and unplug it to reset it after waiting a half hour for it to fix itself and rebooted my laptop This is happening on both my main and bedroom TV When the Technician found the signal leak I was honestly hoping that was the problem He also mention another wire outside that has to be repaired I'm not sure if it has been or would be causing the problem either.I haven't checked my COX bill yet but I want to make sure that I not only wasn't charged for the recent Service Call from [redacted] from COX but was also reimbursed from when the first Tech came out as well I was told he was a sub-contractor that COX hires out and not only had 'No Idea' what he was doing or talking about but B.S'd me when he told me he resolved the issue, knew what the issue was, etcwhich clearly he did not.I will contact [redacted] at the Rhode Island office to let him know as well that the issue was unfortunately not resolved.Thank you for all your help thus far! After years of this issue happening, it's nice to know COX is finally trying to fix the problem I'm having instead of having to 'Put up with it' as I have Regards, [redacted]

Dear Revdex.com: Cox Communications (“Cox”) responds to the rebuttal to complaint ID # [redacted] filed with your officeCox provided two components to this customer’s account, the Service Agreement (SA), along with various discounts know as campaign offers which have a start and end date that run for a period of twelve months When our Executive Customer Resolution Specialist (ECRS) reviewed the issue presented to the Revdex.com as originally shown, the ECRS explained to our customer that the SA is a twenty-four month SA which only covers the retail rates from an overall rate action (increase)and does not cover tax, fees or surcharges and includes an early termination fee (ETF)Our ECRS also explained the second component regarding the monthly discount offersMonthly discounts have a start and stop date to which our customer is familiar with, as in the past he has renegotiated the campaign discounts in order to secure a new monthly reoccurring rate (MRC) when the campaign offers expire after the twelve month durationWhen our Executive Customer Resolution Specialist (ECRS) spoke with our customer, this information was reviewed and we provided a correction discount with regard to the MRC due to the issue with the variety package and work orderIt was agreed that by adding a new campaign correction discount to the account in the amount of $for a twelve month period would satisfy the issue concerning the MRCOur customer accepted this as a resolution and it was reviewed that the SA only covers the retail rates from an overall company rate action (rate increase) and that the campaign offers are for a period of only twelve months not twenty-fourWe explained the difference between the two components on this customer’s accountWhen the conversation completed our ECRS believed this had solved the issue and a proper understanding had taken placeAlthough, upon receipt of this rebuttal information, our ECR wanted to see why there was a discord with this resolution and conversationThe ECRS reviewed the monitored call from when our customer had advised us that when our customer had spoken to the particular sales agent as named in the complaintWe found the agent at that time did not define the two components on the account with respect to the SA and campaign discount offers as explained in this updateThe agent indicated the MRC would be for a period of twenty-four monthsWith that stated, we will honor the current MRC of $for the additional twelve months to complete the total twenty-four months with the said services currently on the account and as would not include a tax, fees or surcharge increase that could possibly take place in the near futureThereafter, our customer would have to renegotiate the campaign offers as done in the past and now has the complete information with respect to a SA and twelve month campaign offer discounts If our customer has any concern with respect to the MRC, or any questions concerning this review provided our team our contact information is [redacted] Monday through Friday 8:AM to 5:PM for assistanceThe account has also been documented accordingly regarding this new updated informationAt Cox we strive to provide exceptional customer experiences with every interactionWe apologize for our customer’s experienceBe assured, we do and continuously address and train our agents to encourage improvement in their performanceRespectfully submitted, Cox Communications Executive Resolution Team

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Regards, [redacted]

Dear Revdex.com, Cox Communications responds to Revdex.com complaint ID # [redacted] filed with your office on March 25, We apologize for the issues our customer experienced with his Cox High Speed Internet (CHSI) serviceA Cox Executive Customer Resolution Specialist (ECRS) contacted our customer in response to his complaint and has removed all service and equipment charges related to this concernIn addition, a credit adjustment was applied to our customer’s account for the duration of time he experienced the service issuesOur customer indicated that he was satisfied with our resolution and had no other additional concerns at that timeSincerely, Cox Executive Customer Resolution Team

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

Dear Revdex.com:Cox Communications Executive Customer Resolution (ECRT) team responds to case # [redacted] We have reviewed the information provided and spoken to this partyUnfortunately, we could not locate any account information for the address provided and years as documentedWithout any account information we cannot submit anything to Equifax to mask the inquiries if some type errorThe party mentioned would have to dispute the inquiries directly with Equifax as a fraud or error informationWe have advised case# [redacted] of the findings and if any further questions or additional information or assistance that we might help on the customer has been provided our department contact informationThank you, The ECRS team

Dear Revdex.com: Cox Communications Customer Experience team NE, responds to Revdex.com case # [redacted] When we reviewed our customer's account we were able to supply a discount for the remaining months in order to reduce the rate to a monthly reoccurring charge (MRC) of $which includes the Variety pack that had been originally intended In addition, we updated our customer that the service agreement referred to in his information is a month period which only covers the retail rate from any rate increase- although does not cover tax, fees or surcharge increaseOur customer also requested we update him of the MRC which is presented in the email update to the Revdex.comIf our customer has any further questions regarding the update he can reach out to the supervisor at [redacted] Again, our apology for the issue with the offer presented with respect to the MRCWe appreciate our customer's patronage.Thank you, The Customer Experience team

Dear Revdex.com: Cox Communication's Customer Experience team responds to Revdex.com complaint# [redacted] We made contact with our former customer on and adjusted the account to reflect zeroIn addition, we provided the modem at no costWe appreciate the customer's feedback and our apology for the experience as indicatedThank you, The Customer Experience team

Cox Communications Customer Experience team responds to Revdex.com Case # [redacted] Daer Revdex.com: When our customer’s order service and a promotional discount is applied to the account our agents advise customers of the duration of the offerThe discount that our customer had subscribed to expiredThis is what our customer saw in their bill statement At the time of the initial order, all agents are instructed to inform our customers agreeing to a discount of its expiration dateDiscount dates vary and are added at different times throughout the year -that is why it is verbally acknowledged On we see our customer spoke to one of our agents and had renewed into a new discount offerThe date of this new offer is from through the expiration date We appreciate our customer’s patronage, we applied a one time credit to the customer's account in the amount of $for overall good relationsThank you, The Customer Experience team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 05/14/and assigned the complaint ID of [redacted] Cox Communications extends our apologies for the delay in rectifying this situation A clerical error resulted in the equipment serial number remaining assigned to the account after it was retrieved by the technician The information provided to the collections agency has been recalled as the equipment has been accounted for We have contacted our customer and made them aware of our findings There is nothing owed on the account Sincerely, Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 8/16/and assigned the complaint ID of [redacted] The increase our customer saw in their bill was due to multiple promotions expiring on the account simultaneouslyThe explanation given by the agent did not include all of the information necessary to clarify the changesBecause Cox bills in advance, the cost of the movie stations was prorated for the billing cycle which contributed to the amount due not being reduced as our customer expected During a recent conversation with our customer we have provided a clearer explanation of the billing and adjusted the account to a monthly rate that is satisfactory to our customerWe apologize for the circumstances that led to this complaint and trust that the resolution meets our customers expectations Sincerely, Cox Communications Executive Resolution Team

Dear Revdex.com: Cox Communications Customer Experience team responds to Revdex.com case # [redacted] We have reviewed the customer's information received regarding a previous complaint along with the new information in this complaintOur details are as follows:A review of the account shows that the original work order included the Essential tier Internet service with a promotion that lowered the rate to $per month plus equipment and applicable taxesIn January of Cox received an online order to upgrade the internet service to the Preferred Tier The same day the upgrade was completed our records indicate that a call was placed to us by our customer with questions about the speed they felt they should be receivingCompletion of the online order resulted in a higher Monthly Recurring Charge (“MRC”) and the loss of the original campaign Upon speaking with the primary account holder at receipt of first contact, the conclusion was reached that the online order was placed inadvertently We have made the requested adjustments to the account and we prorated back to May 11,We advised the account holder that the Monthly Recurring Charge (“MRC”) is back to the original promotional rate and for a gesture of goodwill we had applied these changes retroactivelyThe charges for the upgrade were addressed by backdating to the date of this service change as notedWe find no problem with the provided prorateThank you, The Customer Experience team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 05/7/and assigned the complaint ID of [redacted] Our customer’s account was under a promotion that reduced the monthly rate of his service At the end of the promotional period, the price reverted back to the regular retail rate plus a monthly charge for the hybrid telephone/internet modem A policy change took effect in September of that began charging customers who were using a hybrid modem to support internet only At the time of the change customers were notified in their bill statement under the “News from Cox” section Recent upgrades to Cox high speed internet service require that customers who have obsolete modems upgrade to a Docsis model The Docsis modem carries the same rental fee as the previous model, however, the upgrade will ensure that maximum speeds are delivered to our customers and that Cox is efficiently making use of the bandwidth used to deliver services to our customers Customers do have the option of supplying their own Docsis modem if they do not wish to lease one from CoxThe equipment upgrade is also necessary to allow for discounts to be applied to the service The Cox Executive Resolution Team has spoken to our customer regarding this matter in the pastIn order to resolve this matter we will need to verify the serial number of the modem being used to access internet The serial number is necessary for Cox to determine if the hybrid modem that we show active on the account since February is in fact the modem he is using Unfortunately, because we could not verify the serial number, we were unable to discuss the subject of discounting the internet services We have not been able to speak with our customer regarding this most recent submission Cox values our customer and looks forward to assisting him in resolving this matter Sincerely, Cox Communications Executive Resolution Team

Dear Revdex.com: Cox Communication's Executive Customer Resolution team responds to Revdex.com case ID# [redacted] We have reached out to our customer to discuss the matter and have not received any return telephone callsIt is important for us to review the internet concerns and sa service call to see why the customer has the stated issueOne of our team members provided their direct contact information in order to assist the customerWe await contactThank you,The Executive Customer Resolution team

Dear Revdex.com, Cox Communications responds to Revdex.com complaint ID # [redacted] filed with your office on October 21, Cox Communications extends a sincere apology to our customer regarding the experience that led to this escalation We spoke with our customer on October 26, in response to this complaint and we were able to make the necessary adjustments to his account to resolve his concernsOur customer indicated that he is satisfied with our resolution We provided him with direct contact information should he have additional concerns regarding this matterSincerely, The Executive Customer Resolution Team, NE

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 2/28/and assigned the complaint ID of [redacted] Cox Communications (“Cox”) has assigned reviewed the account in question and acknowledge that the agent who provided the original rate quote to our customer erred when they overlooked the campaign that was scheduled to end in February of We apologize for the error and the ensuing difficulties in getting the matter reviewed and ultimately resolvedWe have taken actions on our customers account to reduce the monthly rate and honor the quote provided by our agent in January of Our customer has been made aware of the details and has agreed to the changes Respectfully submitted, Cox Communications Executive Resolution Team

Cox Communications is responding to the complaint filed with your office on July 4, with the assigned Revdex.com complaint ID of [redacted] We apologize for the misinformation our customer was provided concerning her quoted rateWe made contact with our customer on July 6, in response to this complaint and we were able to make the necessary corrections to her monthly recurring rate and applied credit to her account to ensure her billing concerns were correctedWe provided our customer with direct contact information should she have additional questions regarding this matterOur customer indicated that she was satisfied with our resolution and had no other additional concerns at that timeSincerely, Cox Executive Customer Resolution Team

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] ***