Cox Communications Roanoke

Review: My wife called Cox on 5/15/2014 and at that time we had TV, Internet, and phone service on what is called a seasonal hold status. This is where they put your account on hold for $19.99 per month due to financial hardship. So we called on 5/15/14 to bring the account back to regular status but we informed the person that we only wanted to keep internet service and we wanted to cancel phone and TV.

We got our bill several days later that reflected a $45 reinstatement charge that we were never informed of at any time and a charge for TV and Phone when we specifically asked them to cancel.

I called them back and they said they didn't see any notes on the account to cancel services so she transfered me to the cancellation department where I spoke with a gentleman who informed me he would waive the reinstatement charge and make sure my account was canceled for TV and phone and he would back date it to 5/15/14. He also said that there would be a $180 fee for canceling tv and phone early. Ok fine

I get a call on Monday 6/23 saying my account is in danger of being disconnected due to non payment. I log on to my account and they STILL had not properly changed their billing...not at all. So I call back and am transferred to somebody in the "loyalty" department this time. She has me on hold for 10 minutes then comes back and assures me she will get this taken care of and that she would personally call me back and let me know it was done that day.

Have never recieved call back 5 days later, and am still waiting on bill to reflect the changes that need to be made.Desired Settlement: I want the $45 reinstatement fee waived and my services canceled (except internet) to the original date of 5/15 that I canceled them on. I also want the cancellation fee of $180 waived for the TV and Phone due to the inconvenience of not having this resolved after hours of being on the phone with them and nothing being resolved after three calls.

If they cannot accomodate this I will cancel all services, never pay them another dime, and I will tell everybody I know through social media how horrible of an experience I have had with this company. This is the worst customer service I have experienced in my life.

Business

Response:

I apologize for the delayed response. I have had the cable and phone services officed only out of billing as of last Thursday July 3rd. I have also issued full credit for the cable and phone service from May 15, 2014. As a courtesy I have also issued full credit for all the ETF fees. The cable will be completely trapped out as of today July 8th, 2014. I have left 2 separate messages on July 3 and one again this morning so I can go over the resolution with the customer. They can contact me at ###-###-#### to discuss the total balance on thier account. Thank you [redacted] Executive Resolution Specialist.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I had trouble submitting my final paper and failed an important class. I contacted the Cox and complained of temporarily losing internet services. The representative said that they had been experiencing technical difficulties for four weeks. I had no idea of the difficulties and had been experiencing slight glitches with the internet services most of the time attending [redacted] Online Program. I failed my class and had to pay for it . The cable representative offered me a ten dollar credit toward my bill. I am not satisfied with the services and I lost more than ten dollars.I cancelled my services for the lack of quality services and was instantly put into a collections agency. I would have paid my last bill, but they did not give me sufficient time.Desired Settlement: I would be satisfied if I could be taken out of collections and a chance to continue services with the business and complete school

Business

Response:

Hello,

A member of Cox’s Executive Resolutions Team left the customer a message with their contact information on two separate occasions via the telephone number provided in the complaint.

We apologize for not being able to reach the customer, but look forward to being able to resolve her concern. If she is still in need of assistance, she can contact us at the telephone number provided by the Executive Resolution Specialist.

Sincerely,

Cox’s Executive Resolution Team

Review: I've been a customer since February 2013. I was using Cox services happily. Last month, I requested a service transfer from my old address to my new office. I requested this order on June 17th. I simply wanted to have an internet service and phone service at my new location. It was just simple. And also, I requested to conver my regular phone service to a virtual phone service. [redacted], from Cox Business, sent me an agreement and I accepted via electronic signature. After that, my phone service worked as a virtual phone service. After we completed moving in to our new office, I tried to test my internet at my new location. However, there wasn't any internet service at my new location. I called Cox Business again on July 1st and talked [redacted]. I told her I want previous services at my new location same as at my old location. She told me she would take care of everything. However, she didn't do anything and from that day I couldn't reach her although I have her phone number ([redacted]). I waited for couple weeks. Then I called Cox Business again on July 16th. I talked to someone I forgot her name. She told me that my account was cancelled and I needed to open a new account. I told her I didn't request a cancellation. I only requested a service transfer. However, she told rudely that I needed to reach [redacted] or accept her aggrement and open a new account and wait for 7-10 days to set up an internet service. She didn't help resolve any of my issues and just tried to sell express setup service which cost me $100 or $150.

Seriously, I would have never thought that a company as great as Cox would have a bad customer service. They wasted my 3 weeks. And I still don't have internet service at my new location.

Business

Response:

Cox Communications files this response in regards to complaint [redacted] . First and foremost, Cox Communications apologizes for any inconvenience that this matter has caused our subscriber. This matter was escalated to Cox Business for further assistance and additional support. On 7/22/15, a member of Cox’s Business team contacted the subscriber to review and address their concerns. The paperwork needed for the transfer/new install was sent to the subscriber on 7/22/15. Since then Cox has received the completed paperwork from the subscriber. The subscriber’s installation date will be on 7/29/15. As promised Cox Business will be crediting the expedite fees of $125.00 once the installation is completed on 7/29/15. Cox Communications Business department will be coaching and addressing each representative that played role within this complaint. Again, Cox Communications apologizes the inconvenience this matter caused our subscriber.

Sincerely,

Cox Executive Resolutions

Review: I had internet installed at my house and the contractor incorrectly drilled a whole into siding and side of downspout

I want the cost to replace the downspout and also the cost to repair the hole on my siding. I was told by installer someone would call me about it and they never did and I made 2 other calls to COX and they said I would get a return call in 48 hours and never got a callDesired Settlement: I want the cost to replace the downspout and also the cost to repair the hole on my siding. I was told by installer someone would call me about it and they never did and I made 2 other calls to COX and they said I would get a return call in 48 hours and never got a call

Business

Response:

Cox Communications files this response in regards to complaint [redacted]. We apologize for any inconvenience and overall customer service experience this matter has caused our subscriber. Cox Communications has come to a resolution with the subscriber. Cox Communications will be replacing the subscriber’s rain spout and will be repairing the hole in her siding. Again, Cox Communications apologizes for inconvenience this matter has caused our subscriber.

Sincerely,

Cox Executive Resolutions

Business

Response:

We were able to reach Mrs. [redacted] yesterday. They actually went back out to the house yesterday and they were able to discuss the resolution. We will be working with the customer to get the repairs done.

Consumer

Response:

Thanks for all your help with this-the gutter was installed and the hole filled in and painted

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I called Cox Communications Roanoke in July 2013 due to the fact I was concerned about my cable/internet/phone rates increasing. I was told that my current rate was $104 until January of 2014 and to call back then and they could lower my bill. I received a bill Oct 17 and the payment has increased by a total of $27.52. Cox never told me the bill would increase and specifically said to call back in January 2014.Desired Settlement: Cox needs to refund the overcharged amount and abide by what they told me in July 2013 which was the rate would stay the same until January 2014 at which point I could call and they could review the account and lower the bill to an acceptable amount. Cox needs to refund the overcharged amount. They need to review this bill and bring it back to the rate they quoted me in July 2014 which was $104 or else I will cancel the service and keep only my satelite services.

Business

Response:

I sent Mr. [redacted]'s complaint to [redacted] from our Saves Department. He spoke to Mr. [redacted] and added new campaigns from November 2013 through November 2014. His monthly charge is $111.11 including tax. He agreed with the slightly higher rate because it runs for a longer period of time.

If you have any questions, please call me Monday through Friday from 9am to 5pm at ###-###-#### or email me at **

Thank you,

Customer Advocate/Corporate Liaison

Review: I called in late December to have my home phone imported to one of my cell phone and the cell phone number sent to my home line. I worked with both When I returned on January 3rd home number was on the cell phone and my land line was dead. Called on Jan 4 to see what had happened and was told that my bundle deal had been disconnected and I needed to pay more since I am no longer bundled. I explained cox cut off the phone without my permission. They were unable to give me a new number and to add back my bundle. This person was helpful and placed me on hold for a long time while she talked to the bundle people. I was unable to talk with the bundle person due to client arriving for service. Asked them to call me back at 3:30 and no one called back.

Called cox again jan 5 th to talk with the bundle folks and get my system back and follow up with Jan 4 th phone call. I was told it would take 5-10 business day. I would wait but was told I had to pay the higher fee until the bundle was started. I stated I would not pay extra, I had not cancelled the phone they cancelled it which change my bundle deal and I felt it was their responsiblity. Then I asked for the supervisor. Explained the situation to her and got the same message they could not change the bundle deal and I would have to pay the higher fee until the bundle was added back. I was willing to wait for services but I was not willing to pay a higher fee. The phone was disconnected by them without my approval the disconnection, I had not change my agreement. I only given the choice to pay the higher fee. I said if that was the case I just wanted to cancel my cox, since I felt they had broken the contract and it was their responsiblity to make it correct.

To get this taken care of I have spend may hours on the phone with cox. To get the phone number changes and to provide pass works both to verizon and cox. Then to have no one notify me they did not import my number and cancelled the phone. I have been a cox customer 19.5 years and this was not good customer service.Desired Settlement: I have made plans for a new service but wish I did not have to. I just want this not to happen to others

Business

Response:

A member of the Cox Executive Resolution Team contacted the customer to discuss their concerns and apologized for the problems they went through when trying to port the numbers. The customer was assured the matter would be looked into and proper feedback would be sent for coaching purpose. Due to the inconvenience Cox has agreed to waive all early termination fees. The customer appreciated the follow up call and the credit. Thank you for allowing us the opportunity to address the matter. Cox Executive Resolution Team

Consumer

Response:

Cox was very nice and helpful in taking care of the problem. Yes I would use them again as a provider

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

Review: 4/10/15 spoke to [redacted] to place an order for Cox services

4/13/15 scheduled date for hook-up (no one showed up) problem #1 (spoke with [redacted] and then [redacted] was supposed to get a $40 credit) problem #2

4/17/15 spoke with [redacted]

4/23/15 [redacted] also supposed to be getting issues resolved (wasn't working there when I went back!)

5/1/15 spoke with [redacted]

5/26/15 [redacted] in Cox store (?) was supposed to get everything resolved for me.

10/23/15 [redacted] and then [redacted] (supervisor) at call center

12/28/15 [redacted]

When I signed up for the cable, phone, and internet, my confirmed price with [redacted] was supposed to be $129.69 for 1 year based on the $99.99 bronze package price. I added the long distance for another $5 bringing my total to $134.25. I was told by [redacted] on 4/13/15 that [redacted] had signed me up for a Cartoon package costing an additional $10 a month. I requested he remove that and he said my bill should then be $125.87.

When my service was finally hooked up, I discovered I was having pricing issues when I was at the local Cox location.

After numerous rounds with the above mentioned people and several others that I had to speak with, I realized quickly that Cox is running scams by telling people one thing and giving them another (product and price.)

In a sense, I gave up. On 5/26/15 I spoke with [redacted] in the Cox store (in person) and she was supposed to get my bill to $134.40 (without the DVR that [redacted] told me came with my package.) I agreed to simply put the matter to rest.

Everything went fine until my October statement which was $164.38. So I called again and spoke with [redacted] who then transferred me to [redacted]. He said he would fix the issue (he said [redacted] only put it in the system for 6 months).

So again, here I am in December with another bill for $164.38.

I spoke with [redacted] today 12/28/15. She said the best she can do is $145.47! So here we go again.

This is not what I signed up for agreed to.

My bill needs to be permanently fixed at $134.40 for a minimum of my May 2016 statement and in my opinion for the headaches and extremely poor service, permanently for as long as I carry their service. I have had to make more phone calls and waste so much of my time with this issue.

Although the billing is a huge issue, the fact that I can't ever get an associate to permanently fix the issue is another problem. They say they are fixing it or say they can't transfer me to a supervisor (like [redacted] today) or that there is no one above them or they don't call back. It has been a headache.

The service at this company is poor and ridiculous. I want something sent to me by mail that this has been resolved at a minimum through May 2016 and again, in my opinion, they should take it a step further for not resolving this issue the first twenty times.Desired Settlement: My bill needs to be permanently fixed at $134.40 for a minimum of my May 2016 statement and in my opinion for the headaches and extremely poor service, permanently for as long as I carry their service. I have had to make more phone calls and waste so much of my time with this issue.

Although the billing is a huge issue, the fact that I can't ever get an associate to permanently fix the issue is another problem. They say they are fixing it or say they can't transfer me to a supervisor (like [redacted] today) or that there is no one above them or they don't call back. It has been a headache.

The service at this company is poor and ridiculous. I want something sent to me by mail that this has been resolved at a minimum through May 2016 and again, in my opinion, they should take it a step further for not resolving this issue the first twenty times.

Business

Response:

Upon receipt of the customer’s complaint, a member of Cox’s Executive Resolution team contacted the customer to address her pricing concerns.

Our records confirm that an upfront credit was already applied on 10/23/15 to offset the remaining 6 months of her 12 month agreement. However, since the customer claims that her starting rate should have been at a lesser price, the customer has agreed for us to renew her 12 month offer at the agreed rate of $139.18 (including taxes), thus extending the length of her promotional discounts until December 2016. Since she’s not under contract, she understands her price point excludes any company increases that may occur between now and the end of her 12 month offer.

We apologize this was not resolved sooner, and we appreciate the customer allowing Cox the opportunity to address her concerns.

Sincerely,

Cox’s Executive Resolution team

Review: On the morning of September 24th, Cox Cable advertised on their website an Advanced Cable package for $5.99/mo with HBO free for one year. After foregoing television for over a year, this deal prompted me to sign-up. I even went so far as to contact a sales rep to make sure that this was actually the price. The sales rep confirmed to me that it was.

When I received my bill, the price had been changed to 39.99/mo. After contacting the billing department I was told that Cox had never offered this deal, and they directed me to the Retention and Loyalty department. I contact this new department, and was told that the deal I signed up under was a mistake by the marketing department, and 39.99/mo was the lowest price they could offer.Desired Settlement: I feel that Cox used bait and switch advertising. I was never contacted prior to receiving my bill about any changes. I feel Cox could have sent an e-mail about their mistake, and explained what happened. They did not do this however, which resulted in me spending 3 hours of my time speaking to customer service, billing, and retention professionals.

I would like for them to honor the deal they advertised for 1 year as they had advertised. I recognize that this request is unlikely to be met.

In the event that the first request can not be met I would like an additional credit added to my account for the time I had to waste figuring out how and why my bill was different from the advertised offer. This credit would be a minimum of $60. This represents $20 an hour for my time, which I feel is more than fair.

I would also like a letter of apology from the CEO for the mishandling of the situation.

Business

Response:

Upon receipt of the customer’s complaint, a member of Cox’s Executive Resolution team contacted the customer to address his concerns. Based on our findings, we were able to reach a mutual solution with the customer.

We apologize for any inconvenience this may have caused. And we appreciate the customer’s understanding and willingness to work with us.

Sincerely,

Cox’s Executive Resolution team

Consumer

Response:

Cox Communications has contacted me and we have resolved this manner to my satisfaction.

Regards,

Review: My account has had an easy pay service set up for the past few payments. I have no idea how it got set up in the first place. I understand that it has to be initiated online by a customer. However I saw that it was still set up and shouldnt have been and called on 11/6/15 and CANCELLED the easy pay and corrected my phone which they had incorrect in their system. The rep told me it would not be on easy pay any longer and payment and the payment method was deleted. The payment was never cancelled and drafted on the account. This account is NOT mine, that is why it was cancelled. This is FRAUD!. I was on hold for 20 minutes for supervisor and never got to a supervisor. The rep told me I needed to speak with finance and was transferred. The finance rep told me they can do nothing since it was already drafted, she advised they could have done something if it was still pending. It was pending on the first call that I made and Cox failed to actually do something the first time.Desired Settlement: I want this reported to Revdex.com and Cox needs to be reprimanded for their failures. Representatives obviously need more training. I work in customer service my self, and this is utterly ridiculous.

Business

Response:

A member of the Executive Resolution Team has contacted the customer in reference to their concern. The customer requested the Easy Pay Payment to be cancelled but the pending payment still processed.

Cox records indicate the customer called on 11-6-15 and requested for the pending payment and the planned Easy Pay program to be cancelled. The Account Services Representative she spoke with cancelled the Easy Pay program, but failed to cancel the pending payment.

We have coached the involved agents so as to avoid a similar mistake from happening in the future. Should the customer have any related questions or concerns about the matter, she can contact the Resolution Specialist at the number provided.

We apologize for the inconvenience, and we will continue to strive to provide our customers with the best service possible.

Sincerely,

Cox’s Executive Resolution Team

Review: I chose a self install option that was offered to me when I was switching from [redacted] and [redacted]undle deal back to Cox Commuications. I picked up my equipment on 2/5/2014. I was told my wiring to the "pole" was scheduled for 2/6/2014. I was told by the "Local" customer service rep in Chesapeak< VA that the pole connection would occur before 2/5/2014. My word against Cox's word. The Rep who helped me on 2/5/2014 said she would put on an "ASAP". I tried several times to complete my installations but to no success. I called Cox and the referred me to 800 234 3993, which I called. They were able to tell me that the signal was not connected and may not happen until 8:00 p.m. I had a commitment that evening and went to it at 5:30. WhenI returned home at 9:30p.m. there was a note on the door that they (Cox) had made the internet ans tv connection. I tried to proceed with the instructions provided by Cox with no success at 9:56 p.m. I was on the phone with them until 11:15 p.m. after getting only the tv working. The internet could not be connected through the new modem/router. The customer service technician was not familar with the modem/router I had. I was tired and said I would call again in the morning. I called Cox support again at 7:45 a.m and talk to three service techs two of which wer "experts". The last "expert" concluded that I need to exchange the modem/router. I took it to the Roanoke Fallowater office and the person at the office said she had never seen a bad modem/router or splitter that were determined to be defective by the service techs. She told me that it was because I didn't pay for the $60 "Pro" installation and should not beenallowed the $30 self install. She offered only a refund on cost for cable service from the connectio time, if the modem/router proved to be defective. I installed the replacement modem/router and everything work as it should. I called Cox back and after reporting the Cox office clerk's attitude, I was given a $15 credit.Desired Settlement: I feel the $30 self install fee is out-of-line as the Cox support technicins are available 24/7. I did all the work, I was given two defective devices by Cox and they (the Roanoke rep) basiclly called me a liar. I have work with TV distribution systems since 1978 and retired from [redacted] in 2012 where we did all the in-house TV distribution systems in [redacted] ans [redacted] hospitals. I feel I am far more knowledgable in this type of equipment than Cox;s "Pro" installers. The "Pro" installed my current connection to the "pole" which runs through a tree that has grown since 2006 when it was installed.

Business

Response:

I just spoke with the customer and he said to call him back Monday or Tuesday because he is out of town. I told him I would call him back to discuss the matter. However I looked at the account and the customer was charged $30.00 self install fee for cable and $30.00 self install fee for the Internet. The customer is disputing $30.00 and they have already been given a $15.00 credit. The customer chose a self install, so the tech will only do a connection at the pole. Since the customer has had so many issues with getting installed and they have already had a $15.00 credit. I am going to discuss crediting the $30.00 but the customer will need to pay the other $15.00 to cover the tech going out to connect at the pole. [redacted] German Customer Resolution Specialist 2 ###-###-####

Consumer

Response:

I have reviewed the response offer 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.

The pole connection charge was never dicussed during my previous conversations with Cox. The connection at the pole was intact when I terminated my service with Cox in February 2012. Cox must have made the disconnection at the pole due to their fears that I would steal cable from them. I had anotherTV service and internet provider between 02/2012 and 02/2014. Why would I steal cable from Cox? Again a case of American citizens being proven guilty until they prove themselves innocent. I concider the disconnect and reconnecting of cable to a home a "cost of doing business" not a customer charge.

My main complaint I have with Cox is with the treatment I received from Return [redacted] at Roanoke's Cox office. This clerk was rude and essentially called me a "liar" when she said "I have never a bad splitter" and later said " I have never seen a defective cable modem/router" of the model type that Cox technical support had determined to be defective. No customer should be exposed to this type of treatment in any type of business. Furthemore, the Return Tech did not provide me with a new splitter told her that I used my own splitter to resolve the issue with the system not working as directed by Cox technical support.

In addition, Cox;s major competitor in the City of Roanoke is Direct and Dish. They do not charge for installation. Much less fabricate chages as the situation permits. I currently have a letter from Cox asking me to call them to "review and confirm their Price Lock Guarantee". Cox claimed they sent me an email asking for my "digital signature. I received no such email. It seems to me that Cox should provide a similar letter disclosing installation charges and all possible hidden cost of Cox doing business. Perhaps, "the cost of breathing their air while you are in their store" This the absurbness that I see the "reconnect at the pole" charge.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I pay for 100 Mbps internet download speed. I recieve 20-40Mbps. The problem has existed for more then a year, since November 2014. I have talked to corporate and field supervisors. They said there was a problem early last year but I have yet to see them fix it.Desired Settlement: They need to deliver the speeds advertised to customers or allow another provider to come in a deliver what they refuse to.

Business

Response:

Our records indicate that the customer has also filed a complaint with the Federal Communications Commission. We will continue to monitor the situation and will report our findings to the FCC.

Our Field Leadership team has reached out to the customer, and we are looking forward to resolving this matter once we hear back from him.

Sincerely,

Cox’s Executive Resolution team

Consumer

Response:

I have reviewed the response offer 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.

This issue has been going on too long. Basically it started in November 2014 shortly after Cox double they speeds they were providing to customers. Their infrastructure was apparently unable to cope with the upgrades and customers suffered due to reduced speeds to everyone on nodes that were over-saturated. It took them several months and an email to one of the higher up executives for them to even acknowledge I was having issues. Since them the problem has been 50% fixed. I say that because my issues this time around are not as bad, but still unresolved completely. From what I understand the node I'm connected to was 'split' sometime around March. That didn't completely fix the lack of speed but it was better for the most part until recently. I have had numerous Techs come out to the home and verify that my equipment by far exceeds speeds that cox is able to provided. They also have found my wiring to be in excellent condition and signals to the modem are excellent as well. As of 1/20/2016 two Cox techs have been to my house just this year. Both techs found no issues in my home and both did their jobs very well. The first tech to come out this year did a throughput test. It tests for sustained speeds of the internet. The upload side was fine, on the download side it was low and it even dropped beyond that every few seconds. The tech put in a work ticket to Maintenance. It was closed and nothing was ever done. I was never contacted in any way to verify the issue was fixed or not. After that is when I filled my report with the FCC and the Revdex.com. The main issue here is that Cox has been unable to provided there advertised speeds to customers. Most good Internet Service Providers that provided internet over coax are constantly upgrading and monitoring their network in most or all locations. It seems Cox is not. Typically the ISP will only allow a cable node to utilized 50% of the bandwidth during peak hours. That gives them plenty of room for new customers and existing customers who want to upgrade. Now this time I was told that the issue my not be an overloaded node but rather some other problem at the head end and they are working with a DOCSIS team to remedy the issue. I just don't completely believe that because my issues has never fully went away. I'm paying for 100Mbps download and 10Mbps upload. Most of the time my speeds are 20 to 40Mbps during peak hours. Those symptoms are typical of a over loaded nodeRegards,

Business

Response:

Since our last response, we have scheduled a service call with the customer. We were able to validate the speed issues that he’s been having. We will be contacting the customer to discuss further action, and we will continue to work with the customer until the issue is resolved.

Sincerely,

Cox’s Executive Resolution team

Review: Our business contacted Cox Communications to get a quote on upgrading our internet services. The Sales Representative that we spoke to advised us of pricing for two separate packages. After receiving the information we informed her that we would discuss the options and call back when a decision was made. Within an hour we called back, and left a voicemail. We indicated in the voice mail that we were “interested” in one of the packages that we had previously discussed and to please return our call. We received no response via telephone, only an email confirmation that was received the next business day that indicated that the services had been added to our account. In between leaving the voicemail and receiving the email confirmation we were notified by Cox tech support that upgrading our internet services would not solve out underlying connection issues and we subsequently decided to NOT upgrade the services. The confirmation email stated that we may reply to the email to cancel the added services, which we did. The services were not removed from the account.

We were not aware that the services had not been removed until we received our next bill. When we contacted Cox we were informed that the account was secured by a former employee and we needed to complete some forms to update the information to remove the unauthorized charges. We complied and we were then told that we still had to get the signature of the former employee. We then asked for the phone number of a manager to discuss the account. We have had no response.Desired Settlement: We would like the situation to be rectified by a credit on the account for the services that we never agreed to in the first place.

Business

Response:

This is in response to the customer’s concerns.

A member of our Cox Business Care team was able to accommodate the customer’s request by rectifying a credit to his account.

We apologize for any inconvenience this may have caused. Should the customer have any further questions or concerns, we ask that he contact our Cox Business team at ###-###-####.

Sincerely,

Cox’s Executive Resolution team

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I received a call from a Cox technician today, 09-02-15, stating that my cable modem was faulty. I asked for him to explain specifically what the issue was, but he could not give me a good answer. He stated that my modem was causing issues with the other subscribers in the area and it had to be replaced. I asked him if I could do a firmware update on the modem and he said, "No, it needs to be replaced". He then wanted to know when he could schedule a time to replace my modem. I asked who would be paying for the new modem and he said that I would have to. The current modem I use is one that I bought myself, per direction from Cox Communications where I previously lived in [redacted]. I told him that I was not going to be paying for a new modem without a good reason as to why I had to. He then said he would create a Work Order (#[redacted]) and leave a notice on my door to call in. I got home and called in this evening and spoke with 3 different individuals (a customer service rep, a tier 1 tech support technician and a tech support supervisor). All of the people I spoke with explained that unfortunately there was nothing they could do and that I had to replace the modem out of pocket (either buy or rent one from Cox). None of them could give me a good reason why it has to be replaced. I again asked if I could do a firmware update and they said, "No, it has to be replaced"; however, none of them could give me a reason why. They said either I schedule a visit for a technician to come and replace the modem or they will cancel my service. I explained my frustration b/c my modem is fairly new (Cisco DPC 3010) and uses the newest DOCSIS 3.0 standard and I was told by Cox previously that I had to buy it. Now they are telling me that I have to buy another one and they don't even have a good reason why. I've never been happy with the service for the price I pay, but there are no other cable internet providers in this area and now they are forcing me to upgrade hardware that they previously told me to buy. I explained to the tech supervisor that I would not be scheduling a visit and if that means they will cancel my service then so be it. She stated that she could pass me over to the "Loyalty" department to see if they could waive the cost of the new modem, but I explained that after an hour and a half on the phone, I did not have the patience to wait any longer. I explained that if they didn't want to lose me as a customer they would have to call me. I was very polite the entire time and I told the supervisor to have a good night and hung up.Desired Settlement: I would like Cox Communications to contact me and tell me exactly why the modem has to be replaced. I would also like them to waive the cost of the modem b/c I only bought it b/c I was told to by Cox Communications in [redacted]

Business

Response:

Cox’s records indicate that this was resolved with the customer on September 09, 2015. Due to the customer’s equipment interfering with the signals coming from the main line to his home, it was required that it be replaced with a Cox approved modem. Due to the inconvenience, the cost for his modem upgrade has been waived. This credit will be reflected on his upcoming Cox bill.

We apologize that this was not resolved sooner, and we appreciate the customer allowing Cox the opportunity to respond to his concerns.

Sincerely,

Cox’s Executive Resolution Team

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Since day one of becoming a cox customer there have been issues with internet and tv service. I have had 11 technicians out to the house since becoming a customer in less than 3 months. I have been told wrong equipment was installed, there were issues with the main line to my neighborhood, and there are huge issues with their actual "Contour" software. Technicians made it clear these were known issues, had been reported many times in the chain of command. Still currently have issues with service, not being able to use my own DVD equipment due to changes. They are not contacting me as promised, not answering messages, and deleting posts on social media. I was told recently that the problems were in testing and may not be fixed until October (software) or January (hardware fix) and it is currently June 30! Unacceptable.....Desired Settlement: I want a credit on my bill (yet again) because I cannot use the services I want, contracted for, and pay for and cannot use my own DVD player because of the way it is hooked up.

I want working service but do not know what that would entail (new or correct equipment, new lines into the neighborhood, etc.)

Business

Response:

Upon receipt of the customer’s complaint, a field technician supervisor has contacted the customer to address her concerns. A member of Cox’s Executive Resolution team also contacted the customer to ensure that her services were adjusted and credited accordingly, while further ensuring that she was given the appropriate contact information in the event she has any additional questions. We apologize for any inconvenience, and we appreciate the customer allowing Cox the opportunity to respond to her concerns.

Sincerely,

Cox’s Executive Resolution team

Consumer

Response:

I have reviewed the response offer 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.

Yes they have reached out but issues with service have not been resolved?. Even on phone this evening July 6, they said there were things that were being worked on. I plan to follow up this week by phone.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On Tuesday, May 27, 2014 approximately 3:45pm I went to the Cox Communications store to pay my bill. My bill was $53.35. I gave the Cox employee $60.35 expecting to get back my $7.00 in change. The employee hit a wrong button and applied the full $60.35 to my bill. He said he made a mistake and if it was ok to apply the full amount. I told him it was not ok and I needed my change. (I live on a major budget and I don't feel like I should have to suffer due to an employee's mistake). I asked to speak to the person above him and he merely pointed to the phone number on my Cox bill. I feel that this is bad customer service and that the company should be aware of this. I understand that I received a credit on my next bill but I wasn't looking for a credit. I was looking for my much needed cash to be returned. I called the phone number on my Cox bill to have a check sent which is still a long time in waiting.Desired Settlement: No one has offered any justification in return. I at least believe a free month of service would be fair if a cash refund instead of a check is not offered. I expected a refund in cash so I don't have to take extra time to cash a check. I paid in cash; therefore, I expect my refund in cash, not credit, or a check. If even basic customer service was issued, I would not have even had to take time out of my schedule to file a complaint.

Business

Response:

Refund check was processed on June 5, 2014. I left a message for Ms. [redacted] to let her know she should receive the check ext week June 16th through the 20th. I asked Ms. [redacted] to contact me if she doesn't receive the check by next Friday.

###-###-####

Consumer

Response:

I have reviewed the response offer 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 specified in my complaint that I expected a cash refund as I paid with cash and if a cash refund was not possible, at least a free month of service would be noteworthy. I don't understand why this could not be addressed the day of the employee 's mistake. I was told by a [redacted] in a second voicemail that a refund check should be received between the 16th and the 20th. First of all I have been waiting a long time for a check, yet I asked for my cash back and the employee said he could not give it to me. This is not good customer sevice. Money was taken from me when I needed it the most and the best that the company can do is send me a refund check for their employee's mistake. This is not acceptable to me. For the trouble I have had to go through for an employee's mistake, I feel that I deserve at least a free month of service. That is not much to ask and I have received better than that from other businesses to resolve a mistake on their part.

Regards,

Review: In December I had a returned payment due to my bank closing and subsequently having to change, after a phone call that I was placed on hold for over 20 minutes I sent an email to customer service. After exchanging a couple emails about the issue over the course of the next week they said that they have put in a request to have the charge removed and could take 2 days for it to register. Well Christmas went by and a week later my bill is due and not wanting to have a late payment I paid and then tried calling again in which I was on hold for another 20 to 30 minutes and unable to hold any longer so sent another email. The response to the email was blaming me for problem and after another email they eventually agreed to give me a credit for the amount of the charge on my January bill. I get my bill for January and while the 50 credit is on there I was somehow signed up for HBO which is twice the amount of my basic cable that I pay every month. I was never even asked about getting HBO in any of my interactions with them and certainly can't pay twice my bill just for one channel.Desired Settlement: I would like this charge taken off and an apology for poor customer service

Business

Response:

Dear Revdex.com

A member of the Cox Executive Resolutions Team contacted our subscriber to address his complaint. HBO was free for the first 6 months only. The HBO free offer ended on 1/05/15. Per our subscriber's request HBO has been removed his account, effective as of 1/05/15 and his account has been adjusted accordingly. We apologize for any inconvenience this may have caused our subscriber.

Sincerely,

Cox Executive Resolutions

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I have been a Cox customer for twenty years and routinely they attempt to raise your rates in a deceptive and unfair manner. Recently, they have sent me a bill for a total of $138 which is clearly increased without telling me that such a change was occuring. The service has decreased in quality, slower internet speed and I was forced to give up one HD box last year when they attempted to underhandedly raise the rates then as well. Yet, I receive an offer in the mail the same day as my bill stating they will offer new customers internet, phone and cable bundle for $89. These are unfair and deceptive practices on their past (thank goodness for the Republicans fighting this in Congress).Desired Settlement: I have compared Cox service to Dish and Direct TV and their is no comparison. Cox offers much less for a higher price. So many customers including myself are sick and tired of their attempts to subtly raise the rates and surprise customers with an increased bill for inferior services.Cox needs to immediately stop the exhorbitant increases and stop making excuses for their greed, saying rising costs, etc etc. Cox needs to immediately decrease my bill to the agree upon rate.

Business

Response:

I forwarded this to our Loyalty Department and our Loyalty Rep was able to speak with the customer on the evening of 5/21/13. regarding his Revdex.com complaint.She informed him the rate increase notice was included in his last bill and apologized if he felt we were trying to be deceptive or unfair but advised it was the best practice to ensure everyone received the notice in an efficient and timely manner. She also explained Cox is always available to work with him regarding his package and discuss ways to assist him in lowering his rate. After discussing his current package and his current needs, she reduced his bill by removing the channels he stated he did not need or use.She also offered the price lock guarantee that would help him avoid any additional rate increases for the next two years but he declined for now. He thanked her for her assistance and stated he was now a happy customer. [redacted]/ Customer Advocate-Corporate Liaison ###-###-####

Consumer

Response:

Cox did not reduce the amount they were charging me or others. That was the entire point. Cox simply took away a level of service, took channels from me much like they took a HD receiver previously. Cox did not LOWER the bill due to anything on their part. The bill was reduced by the customer, lets just get that point straight. I, like so many others, am not happy with Cox's deceptively trying to sneak in rate hikes and then claiming, "Oh, it was writen in the fine, fine, fine print." I never saw anything about a hike and even if I had I do not agree with COX's attempt to continue to increase rates while taking away services! Satellite is much more competetive and the reason people are leaving antiquated cable systems in droves. HD on all the TV's while Cox charges me $10 a month for one HD box?? Ridiculous. Regards, [redacted]

Review: For two years I have been paying for the Cox bundle which included internet. However, I do not have a computer as it was being repaired. I asked Cox to take the internet out but they have continued to charge me. This has caused balances on my account and fees. They claim that I have a balance but I have paid my monthly bill each month.Desired Settlement: I want to be refunded for the total amount of money I have been overcharged on my bill, the balance that they continue to claim I owe. The $395.97 is the most recent amount listed on my December 2014 bill.

Business

Response:

Cox Communications files this response in regards to complaint [redacted]. Cox Communications records indicates that the subscriber canceled her internet services on 7/29/13 as she no longer has a computer. The subscriber’s billing history indicates and displays she was not on billing from 7/30/13 through 3/20/14. On 3/21/14, the subscriber contacted Cox to re-establish the internet service to complete the Cox bundle package. The subscriber’s internet service was reactivated on 3/26/14.

On 3/26/14, the subscriber contacted Cox to find out what her Wi-Fi internet password was. The representative that she spoke assisted her with resetting her password. On 3/27/14, the subscriber contacted Cox to report her internet service was not working as she couldn’t get online with her tablet. The representative that she spoke to assisted her with getting back online. On 8/5/14, the subscriber contacted Cox to report her internet was not working as her tablet could not connect online. The representative that she spoke to explained to the subscriber she couldn’t connect online as she wasn’t home at the time.

On 1/3/15, the subscriber contacted Cox to review her billing charges as her services were interrupted . The subscriber stated she was told she only needed to pay $160.00 to keep her services on. During the call, the subscriber stated they made a payment in November in the amount of $166.95 and they had canceled the internet service two years ago. The representative that she spoke to informed her that Cox did not receive a payment in November. Cox received a payment in the amount of $166.95 on 12/2/14. The representative informed the subscriber to provide a copy of her receipt to validate her claim that she made a payment towards her account in November. The representative also informed the customer that our records indicate the subscriber reinstated internet services.

On 1/27/15, a member of the Cox Executive Resolutions team contacted the subscriber to review her billing concerns. The Cox Executive Resolutions Specialist explained the subscriber’s billing history, service charges and internet service activation and disconnection dates. Additionally, the subscriber was informed the billing charges valid and cannot be waived. The subscriber’s final account balance is $283.37.

Sincerely,

Cox Executive Resolutions

Consumer

Response:

I have reviewed the response offer 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.On 3/21/14 I did not call and reactivate the internet service. On 10/22/14 I purchased a router from Cox but was waiting on my grandson to help me before I had the internet reactivated. To date, I have not requested to have internet reactivated.

Regards,

Business

Response:

Cox Communications files this response in regards to complaint [redacted]. Cox Communications records indicates that the subscriber canceled her internet services on 7/29/13 as she no longer has a computer. The subscriber’s billing history indicates and displays she was not on billing from 7/30/13 through 3/20/14. On 3/21/14, the subscriber contacted Cox to re-establish the internet service to complete the Cox bundle package. The subscriber’s internet service was reactivated on 3/26/14. On 3/26/14, the subscriber contacted Cox to find out what her Wi-Fi internet password was. The representative that she spoke assisted her with resetting her password. On 3/27/14, the subscriber contacted Cox to report her internet service was not working as she couldn’t get online with her tablet. The representative that she spoke to assisted her with getting back online. On 8/5/14, the subscriber contacted Cox to report her internet was not working as her tablet could not connect online. The representative that she spoke to explained to the subscriber she couldn’t connect online as she wasn’t home at the time.

These two occassions clearly indicate that the subscriber contacted Cox to get assistance with connecting online wirelessly with her tablet.

On 1/3/15, the subscriber contacted Cox to review her billing charges as her services were interrupted . The subscriber stated she was told she only needed to pay $160.00 to keep her services on. During the call, the subscriber stated they made a payment in November in the amount of $166.95 and they had canceled the internet service two years ago. The representative that she spoke to informed her that Cox did not receive a payment in November. Cox received a payment in the amount of $166.95 on 12/2/14. The representative informed the subscriber to provide a copy of her receipt to validate her claim that she made a payment towards her account in November. The representative also informed the customer that our records indicate the subscriber reinstated internet services. On 1/27/15, a member of the Cox Executive Resolutions team contacted the subscriber to review her billing concerns. The Cox Executive Resolutions Specialist explained the subscriber’s billing history, service charges and internet service activation and disconnection dates. Additionally, the subscriber was informed the billing charges valid and cannot be waived. The subscriber’s final account balance is $283.37. Our former subscriber's account has not been current since 9/02/13. Since that date the subscribe has carried a past due balance since then. Below is a detailed description of our subscriber's account balance :

9/02/13: $262.78

10/02/13: $456.77

11/02/13: $592.10

12/01/13: $277.69

1/02/14: $278.91

2/03/14: $277.46

3/01/14: $288.09

4/02/14: $236.99

5/02/14: $403.95

6/01/14: $403.91

7/02/14: $348.80

8/02/14: $342.25

9/01/14: $343.70

10/01/14: $333.77

11/02/14: $395.97

12/01/14: $601.53

1/01/15: $599.26

On 1/26/15, The subscriber disconnected their account. There final account balance as of that date is $280.14. Cox stands by their decision and will not waive any fees.

Sincerely, Cox Executive Resolutions

Consumer

Response:

I have reviewed the response offer 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.

Regards,

Review: We were loyal customers of Cox Cable for over 27 years, and elected to convert our cable TV service to another provider. Several weeks ago, when I brought the Cox-supplied cable equipment (receiver and remote) to the Cox store, I was given the impression that the account had been settled. We still deal with Cox, but only for internet service.On the last bill, which followed the return of the equipment, I noticed an additional $205 charge for equipment not returned as well as a late fee. Although the $5 late fee (for what, I don't know), we were still billed $200 for "equipment". According to Cox, we still had one of their receivers, since it had showed on our bill for years. Even though it appears that we were charged $$$ in support for a non-existent receiver over the years, we are told that we must also pay for the non-existent receiver.This appears to be "sour grapes", as agree to by our new TV carrier.I would be happy to drop my argument for a refund on service not provided in return for the cancellation of the equipment charges. If this charge continues, we will also drop Cox for internet service, as well.Thank you.Mr. [redacted]Desired Settlement: Cancellation of equipment charges - $200.

Business

Response:

I apologize for the delayed response in this matter. We have researched this account and can confirm that this box was on this account back in 2009 but cannot determine when it was returned. However we have given the customer the benefit of doubt and have removed this box from the account and placed it lost status. The account will be zeroed out. Thank you, [redacted] Executive Resolution Specialist ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

PS Thank you for assisting.

Review: Internet Speed.

I've had an ongoing issue with cox communication with them not providing the advertised speeds/service for about two years now. I've have had enough with them dodging the issue repeatedly sending field technicians who say they are sending a work order in to fix the issue with no resolution.

In summary - Not getting the internet speed I'm paying to get.

I've been a Cox customer for 30 years.Desired Settlement: My ongoing internet issue to be resolved. I'm tired of contacting them with null results. I just want the issue to be fixed... I've been a cox customer for over 30 years.

Business

Response:

We have contacted the customer directly to address his complaint. It has been determined that there is a utilization issue, in which a node split is needed to address his Internet latency/speed issues. We expect to have this completed within the next 3 months.

We apologize for any inconvenience, and we appreciate the customer allowing Cox the opportunity to respond to his concerns.

Sincerely,

Cox’s Executive Resolution team

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint until months later if ever. For your reference, details of the offer I reviewed appear below.

I accept the time window of the issue being resolved. However, I will not close the complaint until the issue is finally resolved. I do not wish for this issue to be swept under the rug as most issues usually are dealing with this ISP. I talked to [redacted] he assured me about the time window. I still have to take into fact if the issue a utilization issue that means anyone on the same node as me which is 500/600 households - If they are paying for a service above essential tier they are not receiving their advertised speeds either such as my self. If they haven't complained such as I have they should - It's false advertisement in my opinion to offer something and not receive even a fraction of what you are paying to get and that goes for all the people on my node since that's the issue. Whether the individuals know they are not getting their advertised speeds, or they are ignorant to such it's bad business to claim to support a certain speed and not have the infrastructure in place to provide such speed for me+ all the other individuals who share the same node. I will leave the complaint opened until the issue is addressed (to keep awareness on this issue). Cox executive resolution team is welcome to contact me whenever and I hope they do.

Regards,