Cox Communications Roanoke

Review: I was a Cox cable TV customer since moving to Roanoke in 2008. In June, 2014 I met Cox employee [redacted] who was selling Cox services in [redacted]. I ordered a Gold bundle that included Contour TV on 3 TV's, internet, and phone with unlimited local & long distance. HBO & Cinemax was also included free for 2 years. The price was $179.99 + tax for approx. $193/mo. The service was installed on June 30. I was billed $250.17/mo. I called customer service about the billing error and they refused to help. I then called [redacted] and he confirmed the price should be approx. $193/mo. and said he would get it corrected. When I got the first bill for $376.48 (for 1 full mo. and part of a mo.) I paid $270.05 leaving a balance of $106.43 (the approx. difference of the over billing). I then went to Cox's office thinking I could talk to someone in person and get the billing error corrected. I was told they could not help me and I needed to talk to [redacted]. I called him again. The next day he left a message on my voicemail again confirming the price should be approx. $193/mo. and he would get a credit issued. In early Sep. a person from Cox called me about the past due amount and said if it was not paid that day my service would be disconnected. My spouse has a medical alert on the phone so we cannot be without phone service, so I then paid the $106.43 and looked for another phone provider. Since Cox could not get my bill corrected I was left with no choice and had all of my Cox services disconnected on Sep. 15. I now have a final bill due on Oct. 6 for $135.88. I am due a credit of approx. $140 for the over billing (2 and 1/2 months + 1 day at $57/month over billing).Desired Settlement: Issue a credit to my account in the amount of approx. $140 for the over billing before my final bill is due on Oct. 6. I don't know the exact amount because no one could ever tell me the exact amount of the taxes on the correct amount of $179.99/mo. + taxes but [redacted] confirmed several times the bill should be about $193/mo. Thank you for your assistance.

Business

Response:

Customer had a balance on the account for $135.88. Account has been zeroed out. 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 called months ago, having internet issues. I was told to buy new Modem- I did. I was told to buy a new Router- I did. After spending a LOT of $ on these items, I was still having internet issues (internet crashing). FINALLY Cox sent someone out to replace the line. This took care of the problem. (NOT the $200 I had spent in a new Modem or Router, this was $ wasted). I have been waiting for 1 1/2 MONTHS for someone to come & bury the orange line that is above ground IN my front yard. I live in a subdivision with 800 other houses, & worry that someone will trip over the line- this does not seem to bother Cox. Someone was scheduled for 9/15 but NEVER showed up. Someone was suppose to come today, I got a note on my door that said the order to have this line buried was turned in to have taken care of ASAP. When does ASAP mean? Will it be done by Winter? Does ANYBODY care about the customers that have been with you for over 20 yrs? The customer service in this entire situation has been horrible!!!Desired Settlement: I want the line buried in the front yard of my house before someone trips, falls & sues. A refund of the money I have WASTED or credit on the bill would be nice as well!

Business

Response:

The issue has been resolved. A member of the Executive Resolution team has contacted the customer and confirmed the drop was buried as of 9/28/15. Cox has applied a 20% discount towards their service for the next 12 months. Their new monthly rate will be $52.79 providing we don’t have a rate increase during the next 12 months. In addition a $100.00 good will credit has been applied to the account. Customer was satisfied with the resolution. Thank you the Cox Executive Resolution Team

Review: Dear Sir/Madam.

At the beginning of this year, I contacted Cox Communication to cox cable services.

On the information I've been provided, I picked the service with the features I was looking for. After it was in place, I realized that I was misinformed and the package I've got does not provide functions I was told it was. So, I called customer service, explained them what happened and asked them to replace with different package -- the one I've received an offer in the mail: “$25|$25|$25 + FREE professional install”. It seemed they did not know what I was talking about, so I've been transferred from one department to the another, from one person to the another; finally “an online programmer” said that he knew what it was and told me that my services would be replaces with this offer and stated that the final monthly price(including fees and taxes) would be around $90.00.

When the installation master came to adjust the settings, he did not know any details about the “$25|$25|$25 + FREE professional install” package I was supposedly getting. I showed him the flier with the promo.

Nerveless, as I figured out later the settings were not the ones that have been specified in the “$25|$25|$25 + FREE professional install” promo; as the first bill I've received (for January) has been for $339.55.

I called Cox customer service and explain the situation; I've been transferred couple of times and finally talked to [redacted] at phone # [redacted] was not familiar with the promo either, so on January 15, 2014 I faxed it to her. After she revised the promo, she said that she would fix the bill and it would be $98.52 (final cost including services and tax).

Shortly after that I went online to make a payment, it showed that I owe $55.22 and that was the amount I payed. The next bill I received (for February) was for $266.53. I called [redacted] to clarify and let her know that the account has not been fixed. She said it was because I had not paid the full amount for the previous month. I explained that it was the amount that was shown and I also faxed her a screen shot. [redacted] returned my calls around February 19-20 to confirm the receipt of the fax and said that she was working to resolve this situation and that she has reported it to her supervisor and expected to hear back soon. She assured me that she would get back to me as soon as she will get the result. Since it was close to the payment due date (which is on 23rd ), I said that I hoped she would get back to me before the due date. [redacted] said not to worry about that since it's not my fault I would acquire late payment fees. Nevertheless, I paid $160.00 by the due date.

I have not heard from [redacted] ever since; despite the numerous messages I left on her answer machine. In March I started getting phone calls informing me that Cox Communication would discontinue all services if I would not address the matter. On March 20 I've got a call from Cox Communications customer service ([redacted]) advising me to pay a full amount. Again, I've tried to explain that I did not believe I owe all that overdue amount and again I've been transferred to a different department where I did explained it again ([redacted]), I also gave the CS rep [redacted]’s name and phone number. The rep called [redacted] while I was on hold; at some point we've got disconnected. I tried to call back but to no avail, and the rep did not call me back either.

I've paying my monthly fee in amount of $98.52.

In April I submitted an online inquire and have got a response that indicates that nobody really read the info I've provided.

On Friday, August 22 Cox cut off the internet signal. I called customer server hoping to finally to straiten out the whole misunderstanding, but I' was told that the system was down and I would have to call later. Well, when I called later that afternoon, the automated message informed me that I should call back during the work hours: Monday – Friday 8:00 am to 5:00 pm.

So I was left without internet or TV for a weekend, and I was left with no choice but to pay the amount that I owed (according to Cox) plus late fees they charged me for the last few months – $136.53.

At least I thought, the argument was over and I would be paying the monthly amount of $98.52 from now. But the next bill I received from Cox was for $167.13.

In disbelieve, I called the customer service again.

Also, I've accidentally placed an international call from the Cox phone – although I've been told that if I would like to make international calls from this phone I would have to request this service, but I never did.

The customer server representative said that all she can do it's to drop the $25.00 re-connection fees. When I asked about international call, she said that they charge $5.99 for a minute and that I should've called them and disable international calling from Cox phone. When I questioned the price, she referred me to AT&T and Verizon international rates – which happened to be around $2.00 – for non-contract customers. She said that she would place a request to review the charge for international call charges and a customer service representative would get back to me.

As of today, September 20 2014, nobody from Cox contacted me and my monthly payment due date is 23rd.

Please, help me to resolve this issue and correct my account balance as I believe I'm being overcharged.

Sincerely,

[redacted]Desired Settlement: First of all, I would like a clear definitions on what is included in Economy TV and Internet Essential package, as it is still not clear at what point I was provided the misleading information.

Secondly, my account balance should be corrected based on the fact that I've been charged for the services I did not order.

And, finally, I would like to exclude a land-line phone from the package to avoid accidental international calls in the future.

Business

Response:

Cox Communications files this response in regards to complaint number [redacted]. First and foremost, we apologize to our subscriber for the inconvenience this has caused and for the overall customer service experience. Cox Communications takes this matter very seriously. All of the agents that spoke to our subscriber will be coached and disciplined appropriately internally. A member of the Cox Executive Resolutions team has attempted to reach our subscriber and has left messages with their contact information to address this matter. After researching our subscriber's account, we have issued our subscriber's account a credit adjustment in the amount of $289.09. This credit waives the customer's initial installation fees, late payment fees, international call fee and service adjustments. We have ensured and verified that our subscriber's account is in the appropriate package they requested. Our subscriber's monthly billing rate with all taxes and fees included is $98.44, which will expire on 1/31/15. The TV Economy package consists of channels 2-8, 10-14, 17, 19, 21, 23, 24, 27, 28, 32-35, 37, 38, 40, 43, 45, 50, 52, 57, 58, 60, 61, 66, 69, 70, 76-79, 83, 106, 109-111, 113, 116-118, 130-134, 307, 365, 901-950, 1004-1008, 1010-1013, 1021, 1069 and 1901-1950. The Essentials Internet Package speed is 5mbps(download speed)/1mbps (upload speed). As of 9/26/14, our subscriber's account balance has a credit balance of $255.26. The phone service is a part of the current package our subscriber is receiving if our subscriber opted to remove the phone service we would need to switch her current package. In order to make the required changes our subscriber wishes to make towards her account she can contact a member of the Cox Executive Resolutions team at number [redacted]. Again, we apologize for any inconvenience this has caused our subscriber and for the overall customer service experience.

Sincerely,

Cox Executive Resolutions

Review: In June 2015, I complained to Cox regarding our internet service. Cox opened a work ticket and sent a technician to find out what is wrong. The tech replaced the modem stating it was old and that we need to replace our wireless router and the service should be much better. Upon his advice, in June we purchased a [redacted] wireless router (per suggestion of the tech). However, this did not "cure" our internet problems. I called back on the Saturday after the tech was there on Friday. We could no longer get our local television channels. The person on the phone told me that since we did not have television service with Cox, they could not help us. I told her that we did have the local channels until Cox's service tech was at our house. She refused to open a ticket. I asked her to have the tech call us and explain what he did when he replaced the modem. To date, that tech never called.On Monday, June 13, after the severe storms, we lost our internet connection. I called for service on Tuesday and got the runaround. I requested a technician to come to the house. We did all the standard testing required by Cox. They told me that it was our wireless router and gave me the phone number to [redacted]. I spent a total of 3-1/2 hours on the phone with Cox and [redacted] only to find out that the modem was not getting a DNS repsonse. I called Cox back and demanaded (yes, demanded) a tech to come and fix our problem. I didn't want to hear that it was our wireless router. No calls, no tech. I called again and asked when the tech would be coming. I was told that a tech was scheduled on Thursday, July 16, from 3:00 - 5:00 p.m.. I had someone at my house waiting. When a tech did not show up, my husband called and Cox said that someone was scheduled for Friday, July 17, from 3:00 - 5:00 p.m. The tech did not show up until after 6:00 p.m. but he did call. The technician was a contractor for Cox and was great! He replaced our modem and the internet connection was established.Desired Settlement: I wanted the internet connection fixed. We are still having issues with a slow connection and the internet dropping. I purchased the "boost" which is a rip-off. I want a credit on my bill for the 5 days that we did not have an internet connection.I want them to admit they did something to keep us from getting our local channels.I want Cox to improve on their service!!

Business

Response:

We appreciate the customer bringing this matter to our attention. In accordance with the customer’s request, a credit was applied for the five days that she did not have an Internet connection. In addition, an on-time guarantee credit was issued for the field technician arriving outside of the scheduled 2 hour timeframe.

We can confirm that the customer does not subscribe to cable. If the customer is interested in receiving her local channels from us, she can subscribe to any of our cable packages.

As regards to the customer still experiencing issues with her Internet, a follow-up service visit was offered. However, the customer is unable to commit to anything at this time, and will contact Technical Support when available.

We apologize for any inconvenience this may have caused. And we will continue to strive to provide our customers with the highest quality of service available.

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.

I am scheduling another service call for next week. The service is really bad. I even had the "boost" added to internet service.Cox confirmed that a "block" was added to stop reception of our local channels. This is just wrong!!! I took cable out over 2 years ago but was able to receive the local channels. I think this should be illegal! They are trying to force people to purchase cable packages.As far as I am concerned, this problem has not been resolved!

Regards,

Business

Response:

We appreciate the opportunity to respond, and we apologize once again that she’s still experiencing issues with her internet service. As mentioned, the customer will be contacting Cox to schedule a service call so we can work to resolve any lingering technical issues.

Regarding the customer’s concern about not receiving her local channels, if she does not wish to subscribe to any of our cable packages, she can receive free over-the-air channels by purchasing an antenna/digital tuner from a third party.

Sincerely,

Cox’s Executive Resolution Team

Consumer

Response:

Cox has given my a "discount" for the days that I had no service. I placed another service call and the technician gave us another modem, again, and stated that the issue with the connection is that the way the house was built is the problem. Really? We have lived in the new house for almost 10 years. We did not have any issues until after we disconnection our cable from Cox.

The technician left and we are still having outages with our internet.Cox is trying to push us to purchase their cable package. They proved this by "blocking" our local channels by installing a cable to block us.The issue is still NOT resolved.Thank you for your assistance with this matter.[redacted]

Consumer

Response:

8/18/15: Cox Communications has set an appointment for Saturday, August 22, to check our internet service. The issue has always been the internet and its connection. . Thank you. [redacted]

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.

[redacted] and another technician came to my home Saturday, August 22 and spent 2-1/2 hours trying to resolve the problems, but I am still having the same issues. I hope you are researching the problem further, I would just like to be updated with a phone call to let me know the next step.

Regards,

Business

Response:

I have talked with the Field Ops Supervisor [redacted] and he did say part of the problem could be the location because the modem and the router are on the bottom floor of a split level home. He is going to try to reach the customer so he can install a WIFI extender to see If that will help with the problem. I will update you more after the extender is put in to confirm if it helps with the issue. [redacted] | Executive Customer Resolutions Specialist

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 find the response not a solution to the problem. I think it is a band aid on a bigger issue. Where else would the wifi go.....especially if the cable has to be connected to the router? Again, I do not think this is a solution. When the technician ran tests without the router on or attached, there were varying results (poor line stability). It is not the equipment or where the equipment is located....it is the service. in I have not heard from Cox in two weeks.

Regards,

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 had an service call regarding the stability of the internet service that was opened in June 2015. I made a complaint with the Revdex.com regarding service and I believe it is still open; however, after contacting Cox several times in September and again in October, I found out today that the ticket had been closed. The issue had not been resolved!! The explanation I got from Cox that I did not respond to a solution which is not true at all. I have contacted them multiple times and even spoke with, met with, and left voicemails with a field supervisor to get an update on the solution. I asked to have another ticket opened today but was told that I would have to schedule a technician to come in. I have done that at least four times. I requested that the field supervisor be contacted and something to be done. I cannot believe Cox's solution to the service issue was to close the ticket stating that I did not respond. I ask for assistance in resolving this matter!!!Resolve the connectivity, stability or service with Cox internet.

Regards,

Business

Response:

I have not heard anymore updates from the Supervisor [redacted] and I have been leaving messages to see if he has contacted the customer yet. [redacted] was supposed to call the customer last Friday to confirm the speed. Originally he believed the customer was supposed to be getting a speed of up to a 100 MBPS, however the speed they should be getting is up to 50MBPS with the Preferred level of service. In my last conversation [redacted] stated he believed the customer was getting around 50MBPS. Since I haven’t been able to reach [redacted] to confirm if he has spoken with the customer or not, I just called and left my contact information on their voicemail. I have asked them to confirm what speed they are getting hard wired. I left a message explaining what speed they should be getting. If they are getting somewhere from 40-50MBPS then they are getting the correct speed. We can still put in a WIFI extender to help with the connectivity problem if they would like. I am also sending an email to the customer today to see if they can confirm the speeds they are getting.

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 have contacted Cox Communications multiple times and have not heard back from them as to what is the resolution. Ms. [redacted] contacted via e-mail and I responded to that. She also called and left a voicemail and I responded by leaving a voicemail. I have yet to hear from her or [redacted], the supervisor who was suppose to contact me. The speeds of the service were noted on the last service call in which the technician test for about 2.5 to 3 hours. The speeds fluctuated a lot. Those results of the testing were sent to [redacted]. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I accessed my balance online on March 24, 2015 and it showed $150.98. I made a payment of $76.99 using my debit card, as I had in previous months. I received a message that there was a problem processing the payment and it was nothing I had done wrong, that it was on their end, and I would receive an email as soon as the payment processed. I did not receive an email so called the next day and was told that the payment did not go through and there was no payment pending so to reenter the payment. I reentered but paid $75.99 on March 25, 2015. The initial payment never posted to the account so it was still showing I owed $74.99. However, the funds did go out of my checking account for both payments. On April 11, 2015 I drove to Cox Communications with proof that the funds left my checking account for both payments and spoke to [redacted] who assured me she would forward this info to the correct person so the payment could be found and posted to the account and that she would call me on Weds. April 15. I never received a call back so again drove to Cox Communications on [redacted] on Monday, April 20, bringing a copy of my debit card charges from my bank. I spoke to [redacted] and requested a manager take care of the issue. She provided me with a business card for [redacted] and said Ms. [redacted] would take care of the problem that day if she had to manually process the payment herself. Instead, I received a phone call from Ms. [redacted] that someone had said my payment is "in limbo" since it had clearly left my checking account and they are claiming they never received the funds. It has now been 27 days since that payment was made and the funds left my checking account almost immediately. Wherever "limbo" is, Cox needs to find and credit my payment.Desired Settlement: To have my payment credited and a partial credit on next month's internet bill for all the hassle I have had to go through, making multiple trips and phone calls trying to resolve the issue that is clearly the fault of Cox Communications and no one there wanting to take care of the problem, choosing instead to make excuses and pass the buck to someone else.

Business

Response:

Cox Communications files this response in regards to complaint [redacted] . We apologize for the inconvenience this issue has caused our subscriber. An error had occurred within Cox’s billing system which led to our subscriber’s payment being misapplied. In an effort to expedite and resolve this matter Cox had issued our subscriber’s account a credit in the amount of $151.98 on 4/24/15. Again, Cox Communications apologizes for the inconvenience this has 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: A hired IT person leaked personal information, to a hacker friend, who has attacked my gaming programs, preventing me from playing games that I have purchased.Desired Settlement: The out come will result in compensation of $500,000,000,000.00. The arrest and confinement of any and all records pertaining to or associated with this case. from 1- 01 -2012, thru 7 -8-2015

Business

Response:

Cox Communications files this response in regards to complaint [redacted]. A member of Cox’s Executive Resolutions team has attempted to reach the subscriber on three occasions. The subscriber’s complaint is not related to Cox’s service as the complaint states “ A hired IT person leaked personal information, to a hacker friend, who has attacked my gaming programs, preventing me from playing games that I have purchased.” The subscriber will need to file a police report with their local authorities in regards to this matter. Should the subscriber have any additional questions or concerns they can contact the member of the Cox Executive Resolutions team at [redacted].

Sincerely,

Cox Executive Resolutions

Review: I have had NSF with cox and my bill went from 130 a month to 190 and I keep geting behind. Well the last time I complained they cut my service back on let me do a post dated check and said I could make payments and now all of a sudden I cannot make any more post dated checks they put a block on my account and said they cannot give me any more extentions and will not lower my bill any more. They are always switchingup they say one thing each time I talk to their customer service peopl;e and the supervisor do not call back and they were really rude. I dont understand how they can switch up like that and get away with it.Desired Settlement: I WANT MY SERVICE S TO STAY ON AND MY BILL ADJUSTED BACK DOWN TO 140.00 OR LESS A MONTH. THEY ARE REALLY GETTING OVER ON PEOPLE ITS NOT FAIR I HAVE BEEN WITH COX FOR 18 YEARS AND THIS IS HOW THEY TREAT ME

Business

Response:

Cox Communications files this response in regards to complaint number [redacted]. On 10/10/14, a member of the Cox Executive Resolutions team spoke to the subscriber to discuss their monthly billing rate and payment methods. The Cox Executive Resolutions Specialist was able to offer our subscriber a new promotional offer that would reduce their monthly billing rate from 165.77 to $143.78 per month for the next six months. The promotional offer is set to expire on 10/10/14. The total credit adjustment applied towards our subscriber's account was $105.75. Due to our subscriber's check payment history with Cox, check payments have been restricted/blocked due to multiple non-sufficient funds transactions. Our subscriber's current account balance as 10/10/14 is $373.00. Our Collections department will be contacting our subscriber to setup a payment plan/arrangement to prevent her account from disconnected within the near future. The Cox Executive Resolutions Specialist will be our subscriber's point of contact going foward. Should our subscriber have any additional questions or concerns they may contact the Cox Executive team member at [redacted]

Sincerely,

Cox Executive Resolutions

Review: Mid June cable line installed, to be buried in 3 weeks. 6 week later nothing but promises. Line is a danger for tripping and mowing. I call, no result

Just want the line buried in order to prevent falls and mowing accidents. Numerous calls to Cox including today, still no date of installation is provided. Very disappointed in their lack of resolution. I have paid my bills with them on time for 21 years. Poor service I think.Desired Settlement: Just get it done

Business

Response:

Dear Revdex.com,

Cox Communications files this response in regards to complaint [redacted]. Cox Communications apologizes for the amount of time it has taken to get this matter resolved. Cox apologizes for any inconvenience this has caused our subscriber. After thoroughly investigated this matter, the subscriber’s drop should have been taken care of earlier. A miscommunication between Cox and the contracting company responsible for burying the line caused the delay. On 7/27/15, the contracting company contacted the subscriber to inform them this matter would be resolved as of 7/28/15. As of 7/28/15, the line has been buried and addressed. A member of Cox’s Executive team attempted to reach the subscriber to address their concerns. Due to inconvenience this matter has caused our subscriber, Cox has applied a 6 month discount towards the subscriber’s account. The six month discount lowered the subscriber’s statement from $115.28 to $95.48. The discount will expire on 1/28/16. Again, Cox Communications apologizes for any inconvenience this matter has 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 had Cox service replace a line going across street, that was early March 2014. When they left, they left an unburied cable above ground. The box on the pole is open with wires hanging out and they have since replaced the black wire with orange and left it lying on top of the groud. I have called COX not less than ten times over 6 months and they have failed to do anything about the issue.

Purchased additional box for TV early 2014. Was told to call back around June or July and they would apply a promotion that would reduce the cost. Purchased additional box for TV early 2014. Was told to call back around June or July and they would apply a promotion that would reduce the cost. I have called back 4 times and left messages locally ([redacted] ) and have not even had a return call. I spoke to two customer service reps and that was pointless. I was promised by the customer service supervisor at [redacted] office that I could go ahead and have the box installed, which I did early 2014, and then call back and they would enter a promotion that would save me money, at least the cost of the new box per month which is around $15. I have called numerous times to no avail. I think they make it difficult to get through. I also think they tricked me into having the new box and new charges and never had any intention of giving me a reduction in the price.Desired Settlement: Fix the cable you left unburied and lying on the ground. It was perfectly buried before the early 2014 work was done to replace the street cable. Now the cable is orange and lying above the ground and someone is going to get hurt on it. The box on the pole is open with wires clearl visible and their is a crimp in the new orange wire because it was installed above ground and has gotten pulled. This may explain my slow internet service which needs to be fixed also, btw. Cox customer service has been beyone atrocious in this manner. Clearly negligent in doing this repair of a problem that was not even a problem before they showed up and did some work!!!!

Cox needs to fulfill the promise I agreed to when I agreed to have the box installed which was that when I called back (which I attempted to do multiple times both in the [redacted] office and the not so helpful customer service line) they would enter a promotion or otherwise decrease my bill to counteract the increase from adding the box. That was the only reason I agreed to have the box installed in the first place and Cox needs to honor its promise of reducing my bill accordingly.

Business

Response:

This issue has been resolved. Cox Executive Resolution Specialist spoke with the customer on 9/ 17 and explained that the box was $8.50 a month and the reason the monthly rate went up $15.00 was because we had a rate increase at the same time the box was added and the promotions were still the same but the discount was for the new rate. Advise customer that I will have a campaign added to give him the box (value $8.50) for free for the next 12months. Customer has my name and number if they need to discuss further. Cox Executive Resolution Specialist

Business

Response:

I apologized I left off the part pertainging to the drop. The drop was also taken care of as of 9/12. Customer has confirmed the drop was removed.

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: Hello, I have called [redacted] numerous times about my issue of certain channels that I have not been able to get service on. This ONLY happens every once in awhile, so I KNOW it has nothing to do with our cable hook up. It is very random that we don't get about 50- 75% of our cable that we pay for. When I call for service, they ask me to unhook all my wires. It doesn't work. Then they tell me they will send someone out here...but it will cost me $70.00 if it is not on their end. I know it is not on my end due to how random this happens. But, I am scared to ask them to come over and they say it is on my end. I have common sense...there is no way that my service would be disrupted one day and perfect the next day if it were a problem on my end. I pay a lot of money each month for [redacted] service. I feel like I need to get the service that I pay for each month.Desired Settlement: Please adjust our bill for what we pay for and fix what you are doing to people

Business

Response:

The customer was contacted on June 10th by our Technical Support group and they set up a trouble call for June 11. The Rep also explained that if its an inside wiring issue we do charge a fee for the Service Call unles they have the COX wiring plan, which we offer for $6.99 a month. The customer stated that she needed to discuss that with her spouse. Customer was advised that as a courtesy we would waive any fees for the trouble call that was scheduled for June 11. As a follow up I just left the customer a message asking if the issue was resolved by the tech visit on June 11 and to call me so we can discuss any compensation for the problems she has experienced. Please have the customer contact me at ###-###-#### [redacted] Customer Advocate-Corporate Liaison.

Consumer

Response:

The response that Cox gave me in regards to my complaint was very pleasant and efficient. I am very pleased with their service and now my cable works perfect! Thank You COX for being so diligent and having great service! Sincerely,

Review: Cox communications is playing games with [redacted] and has blacked some channels out of my service. It so happens that they timed the blackout during a big sporting event that I had people over to watch. I called customer service about the issue and they put me on hold repeatedly to tell me "it's not our problem". This is unacceptable and not what I pay 200$ a month for!!Desired Settlement: I want a credit applied to my bill for services I pay for and cannot use

Business

Response:

The customer was contacted on February 1, 2016 to address their concerns regarding why the channels were removed. However, the channels in question have since been restored as of February 4, 2016. We apologize for the inconvenience and appreciate the opportunity to address our customer's concern. Thank you-Cox Executive Resolution Team

Review: I lost reception to 2 high definition stations at the beginning of July 2015. I was told by Cox's telephone customer service that the cable box was likely bad. They wanted to send someone out to swap it. Actually, they pushed fairly aggressively to send the tech out and even said there was no charge to me. I opted instead to exchange it myself at their local store. After connecting the new (refurbished) box, I went from missing 2 stations to missing ALL stations. Phone customer services again tried to send a tech out but since I was headed out on vacation, I opted to drive back to the store to get my old box so I could at least have some TV in the interim. The store wouldn't give the old box back to me claiming some policy against and instead gave me yet another refurbished box. This box did not work either. I called again and again they wanted to send someone out stating it was probably the cable from the pedestal to the house and that it would be no charge to me to have them come out. Again, since I was going on vacation I agreed to the tech but scheduled it for the night after I returned. They didn't show. While I was never told on any of these calls that the tech calls first, that turns out to be the policy. Unfortunately, this tech called on my cell phone and I don't even keep it on....so I missed the call...and he cancelled the appointment. I might add that to this day, no one at Cox can even find that cell number on my account to remove it. The next available appointment was 8 days out but I took it. I called again several days later after checking all my connections to see if they would send me a refresh signal and I might get my TV back. During that call, the nice phone rep indicated that there was an opening in 2 days so I took that. No one showed up. Apparently, she made notes on my account of the new appointment, cancelled the old appointment, but didn't actually schedule the new appointment...so I had NO appointment. Another phone rep got me scheduled for the next day and the tech finally showed up. During this fiasco, I was told that there was indeed a charge if the issue was on my side and that seemed fair enough. I knew it wasn't on my side. The technician that came out was unable to even "see" either of my cable boxes or the internet service on his troubleshooting software screen when he first arrived. He indicated he was certain the issue would be in their pedestal. But the signal was strong there and so he then checked where Cox meets the house wiring. He re-did the connections there and removed a power amp that Cox had apparently previously installed but he said it wouldn't have helped anyway because it had no power to it. Reception was immediately improved to one TV and the Internet service....but not to the second TV. I might note that the TV that had the initial problem is NOT the TV that still would not work at this point. He went inside to investigate the second TV and replaced the coax from the wall to the box to no avail. He then swapped Cox's box yet again and the signal improved. So I had been given a bad box again by Cox. And the reason the issue appeared on a different TV was because I had swapped the boxes with each other in an attempt to get my TV service back while waiting for an appointment. So I have my service back but now I've received my bill today and I am again floored at how low Cox will go. First, I was promised by phone customer service 2 credits in consecutive months of $20 each for the time without TV service. I've received 1. They keep telling me the other is coming but is again not showing on my bill. Now they say next month. Additionally, I've been charged a $25 fee for a professional installation. When questioning the phone customer service folks today I was told that ALL service calls are billed at $25...even if they fixed their own equipment! I was also told that I could have that charge removed ONLY if I agreed to pay $6.99 per month for at least 3 months for their protection plan. Why would I do that? Why am I paying for their problems? There was nothing wrong with my wiring or TVs. After speaking with a phone rep today without satisfaction, I tried to escalate by asking for a supervisor. Cox should check their phone tapes between maybe 11:30 and 11:40 AM on 8/13/15 and they will hear that the supervisor hung up on me after I got nowhere, asked to speak with his manager and when he wasn't in I merely asked for his manager's name. He told me to have a nice day and then click. I have tried to find the name of the local General Manager for Cox in Roanoke but have been unsuccessful. I have done everything I know to get this resolved. Their customer service is horrible! I am looking for the $20 credit I was promised AND removal of the $25 professional installation fee. Cox phone support is not capable of diagnosing issues (other than send a refresh signal) and they instantly try to send a tech. Now I know why. I can't imagine how Cox can justify trying to charge me for this. And this poor treatment is after 24 1/2 years as a customer as they always remind me and going nearly a month without TV in one room and missing 2 stations in the other. I am asking for your assistance in getting fair treatment regarding the billing.Desired Settlement: Application of the second $20 billing credit as promised and removal of the $25 Professional Installation fee.

Business

Response:

Dear Revdex.com,

Cox Communications files this response in regards to complaint [redacted] First and foremost, we apologize to our subscriber for the inconvenience this matter has caused them. Cox takes this matter very seriously and will be coaching each and every representative that played in role this complaint. On 8/13/15, a member of Cox’s Executive Resolutions team contacted the subscriber to apologize and to address their concerns. The member of Executive team issued the subscriber’s account a credit adjustment in the amount of $149.03. The subscriber was pleased and satisfied with the adjustment made towards her account. Again, Cox Communications apologizes for the any inconvenience this matter has 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: Less than two months ago I battled Cox cable because I had been promised they would apply a money saving loyalty to my account as I had been promised. A member of the Executive office corrected the problem in October and assured me the new contract amount was in place. Less than a month later, Cox has underhandedly increased the bill. The exec team member never told me this would happen. Coxs sales and service is disreputable and dishonest.Desired Settlement: Cox needs to, without threatening to remove or reduce services, correct my contract as the Executive office had promised in October. Increasing the bill by $25 WAS NOT told to me and is unacceptable.

Business

Response:

Cox Communications files this response in regards to complaint [redacted]. We apologize for any misunderstanding or misinformation our subscriber received. Our subscriber had a promotion which had expired. On 12/5/14, a member of the Cox Executive Resolutions team spoke to the subscriber. Cox was able to place a new promotion onto his account which will lower his monthly billing rate to $124.47 per month which includes all taxes fees for the next twelve months. The subscriber is aware that this rate of $124.47 is not price protected should there be a rate increase. Should you have any additional questions or concerns please feel free to contact a member of the Cox Executive Resolutions team at [redacted]

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: original cost to provide Internet only was 37.35 monthly. I paid on time, every time. Monthly charge went from 37.35 to 69.95 monthly, without notification and without my agreement. I called Cox on 09/22/14 to inform them that I would not pay more than our original agreed price. I am certainly not going to pay double for internet. That is ridiculous and amounts to " strong arming". I told Cox rep that I sent my payment of 37.35 as usual. I am not paying one cent more and to cancel the service immediately. This is just wrong. I received a statement today, showing 32.60 from previous balance, new charges of 70.35 for a total of 102.95.Desired Settlement: I would like cancelation as requested and an invoice showing a zero balance. I will never do business with Cox again and expect nothing more than fairness.

Business

Response:

Cox Communications files this response in regards to complaint [redacted]. We apologize to our subscriber for any misunderstanding or misinformation that took place on 8/27/13 when the account was established. Our subscriber was provided with a 12 month introductory offer which discounted 50% off of the internet standard rate. The introductory offer expired on 8/27/14. On 10/9/14, a member of the Cox Executive Resolutions team contacted the subscriber and apologized for any misunderstanding or misinformation provided to our subscriber pertaining to their monthly billing rate. The Cox Executive Resolutions specialist offered the subscriber a six month promotional offer which would provide the subscriber with 50% off of their internet standard rate for the next 6 months. Additionally, the subscriber’s monthly billing rate would be adjusted from the date( 8/27/14) their introductory rate expired. The subscriber declined the offer and chose to have their services disconnected as of 10/11/14. The subscriber will be returning their equipment at one of our retail locations. The Cox Executive Resolution Specialist issued the subscriber’s account a credit adjustment in the amount of $74.36. Once the subscriber returns their equipment on 10/11/14, the final balance of $33.59 will be prorated and adjusted to a final balance of $0.00. Should you have any additional questions or concerns please feel free to contact a member of the Cox Executive Resolutions team at [redacted]

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.

Regards,

Review: A year ago I moved away from [redacted], **. When I left I stopped by Cox Communications to return my hardware. While I was there I payed for what was owed and provided my new address for my final bill. I never received a bill..... Now one year down the road, I am told by a credit card company they can not renew my card. Because I have an account with a collections agency due to Cox Communications. So I called Cox and they gave me a collections agency. The agency does not have my account, and they don't handle [redacted], ** for Cox. I then call Cox back and after getting transferred 4 times I get hung up on. I of course call back immediately and get transferred another 4 times until I get to their collections department. At this time they give me the same agency. But I was told if I wanted to reconnect service they would take payment, if not I had to use the agency. So I asked to speak to a supervisor. And when I did I was told it would be 2 business days, and this was on Friday... I tried back multiple times trying to speak with someone and each time I was told no........ At this time I have had a credit card revoked and I can't get a loan for minor surgery that I need!Desired Settlement: I would like a portion (not necessarily all but would be nice) of my bill taken care of for me and I want to know who I need to contact to get this handled immediately! And I want someone in-charge to call me

Business

Response:

In reviewing the account, I saw Mr. [redacted] had a modem he did not return. It did not say rental but purchased but he never paid for it. We are going to credit the modem for $39.99. There is a balance of $77.34 for services used. We did add the new bill to address so he should have gotten statements. He owed $278.47 then he ordered a PPV event before he went into our Retail Store. He paid $22.37 then he went into the store and paid $200.00. His bill was from 2/18-3/17 and we disconnected on 3/11 so he was prorated for 6 days. His balance is $77.34.

I will send Mr. [redacted] an email with this information.

Thank you,

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

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.

Ms.[redacted] contacted me last week and we conversed through email. We did have a few differences of opinion. But like I told her, "it's neither here nor there at that point. I just wanted to take care of it." The issue was taken care of that same day.

Thank you for your help.

Regards,

Review: Our internet hasn't been working for almost TWO WEEKS and no one has come to assist us. I work from home and this is completely unacceptable. When we called to get assistance they had us troubleshooting everything like we're the technician, which is totally ridiculous. NOT TO MENTION, THIS IS THE THIRD TIME THEY'VE HAD TO COME OUT IN A MONTH AND A HALF. The original guy who set up everything did it wrong, so we didn't have cable to begin with and now our internet is out. When we spoke to a supervisor on Saturday, 10/4/14 he said someone would come out on Sunday 10/5/14 between 10 and 12. NO ONE SHOWED UP. So we called, and the representative we spoke to was NO HELP yet again and had a terrible attitude. They rescheduled the service call to be TODAY 10/6/14 between 1 and 3, and GUESS WHAT?! NO ONE SHOWED UP YET AGAIN. I have wasted my entire day sitting here waiting for a technician and they can't show up or have the courtesy to call and say they're running late. They called to confirm the appointment and said they would most likely be here between 2 and 2:30... That time came and went and now I'm sitting here STILL WITHOUT INTERNET and this is the SECOND 2 HOUR SERVICE CALL WINDOW THAT I HAVE WASTED A DAY ON. They refuse to adjust our bill so we are ultimately paying for a service that we are not receiving and I think that this is completely unacceptable.Desired Settlement: I think we deserve to get a bill adjustment for a large amount since we have been without internet for two weeks and we were without cable for over a week when they initially installed it. It is also incredibly inconvenient that I have had to sit around for 4 two hour service windows during the day waiting for them to show up when these problems shouldn't be happening. I am being inconvenienced because of their lack of response and knowledge.

Business

Response:

Cox Communications files this response in regards to complaint number [redacted]. First and foremost, we apologize to our subscriber for any inconvenience we have caused her. We take this matter very seriously and will be coaching and disciplining all parties involved. We have escalated this matter to our Field Service Directors to conduct a thorough investigation to find out what transpired with the appointments that our subscriber stated were scheduled for 10/4/14, 10/5/14 and 10/6/14? On 10/8/14, a member of the Cox Executive Resolutions team contacted our subscriber to apologize for the issue and informed our subscriber we will coach and discipline all parties involved. Additionally, the member of the Cox Executive Resolutions team issued our subscriber’s account a credit in the amount of $192.82 for the days their services were not working properly. On that same day, one of our field service technicians went out to our subscriber’s residence to resolve their service issues. Once Cox's Leadership finishes their investigation we will be following up with our subscriber. Again, we apologize for the inconvenience this has caused our new subscriber. Should our subscriber have any additional questions or concerns he may contact our Executive Resolutions Specialist at [redacted].

Sincerely,

Cox Executive Resolutions

Review: On July 30th bill an equipment fee appeared for $200 coincidentally about the same time that I received a new Cisco cable modem. Thinking that the return of the old Motorola SurfModem had initiated this fee I returned this equipment only to be told by the service rep in Roanoke that an older Motorola DTC700 was the issue. In June of 2011 I cancelled cable TV but kept Internet and phone service. Now TWO years later Cox wants the DTC700 returned. Not once in two years have I been notified in writing of this issue. Cox has charged me late fees and turned off my service twice in the past 30 days...only to reconnect me the same or next day. I have spoken with numerous reps some who promised to waive the $200 only to still see the fee on my bill. There last offer was to bill me $100 and waive all late fees and disconnect charges. This is unacceptable. I have found the Cox DTC700 on Ebay for as cheap as $10 and have offered to return to Cox a DTC700 from Ebay. They have refused this offer as the serial# wouldn't match. My position is that since Cox failed to notify me within 90 days of the termination of cable in June 2011, their claim for $200 is without merit.Desired Settlement: Removal of $200 equipment charge, all late fees ( as I was unable to pay a different amount), and all fees associated with disconnecting and reconnecting. I have made two payments at the suggestion of Cox reps to satisfy outstanding fees with the understanding that Cox would waive the $200 only to find out the exact opposite has occurred.

Business

Response:

Mr. [redacted] contacted Cox on October 14, 2013 and requested the box that was still on the account for [redacted] be removed. Mr. [redacted] passed away in 2011 but the name was never changed into Mr. [redacted] name. Account Service Supervisor completed the paperwork to remove the box , remove the $200 charge and put throgh a name change. She also put a credit of $40 on the account for reactivation fee. After reviewing the monthly bill, I also put a credit on Mr. [redacted] account. The total was $70 which included 2 late fees $10 and $60 for a professional install. If there are any questions or concerns please contact me Monday through Friday 9am to 5pm by phone ###-###-#### or email me at . Thank you, [redacted]

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,[redacted]

Review: We have used Cox Communications personally and for our businesses for years. We recently built a new home in Roanoke County, VA and wanted to transfer our service. Cox gave us the information and stated what we needed in order to transfer our service to our new home. A week before our scheduled installation we received notice that a 15ft property easement would be required to establish service at our new home. Our neighbors were not required to sign such an easement. I asked for an explanation in writing and the representative stated I was not going to receive one. The equipment is already in place and ready for our home. The only remaining installation is a quarter inch cable from the box to our home which is less than 150. Our complaint is that Cox did not present to us a policy or procedure in writing explaining their request and the request was not made of others in the neighborhood. We would like to resolve this as soon as possible. This has had a major affect on our ability to work from home and our other businesses.Desired Settlement: Have service provided at the location with out an easement as the other clients in the neighborhood was afforded that opportunity.

Business

Response:

We were able to pull together a temporary easement that the customer agreed to. We sent it to him today and he is going to sign and return it first thing in the morning. After we receive the signed (and notarized) document, we will proceed with the installation of service. Issue has been resolved. [redacted] Corp Liaison Cox Comm ###-###-####

Review: Internet Speed. Paying for 200/20 getting not even close to it during peak hours. It's been an ongoing issue for a while now well over three months. This is the second complaint which Revdex.com told me to file if the issue was not resolved. I've yet to hear of any progress since December/Jan.

Previous response from the business Jan 8th " 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 "

I still believe there is other issues ongoing outside the house besides the node that requires a line maintenance team, new drop line, and maybe the tap(?) replaced. Others in my Area are experiencing the same exact issues.Desired Settlement: I'd like an update directly from the executive resolution team or corporate on the status and compensation until it's fixed. The drop line needs to be replaced running to the house itself + a line maintenance team to come out I still believe something is ongoing with the tap(?). I'm not getting the speed advertised, t3 issues on the modem, partial service on the modem, etc. Several techs have established the issue is not inside the house which is why I think Line maintenance needs to come out.

Getting what you pay for.

Business

Response:

This is in response to the customer’s concerns.

As we already responded to the FCC, Cox has identified that a node split is the best resolution to correct the situation. We anticipate that his node split will be completed by the end of April 2016. While we expect for this to be completed on time, in the event we’re not able to complete it by April 30, 2016, the customer has been compensated from October 2015 to July 2016.

Cox apologizes for the inconvenience. In the meantime, should he have any further questions or concerns, we ask that he contact our field leader at the phone number provided to 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.

"Your carrier has provided the FCC with a response to your complaint. You

should receive a copy of the response from the carrier within 7-10 days

via postal mail. As such, no further action is required. Your complaint

is closed." < Message from the FCC received by email I never received a copy of the response by mail from my carrier. I wish to receive a letter of your communication with the FCC. I have tried to get in contact with support, field leader, and other various cox communication contact methods. I usually never get a follow up after leaving messages via voicemail or email. All I asked for was an update. "While

we expect for this to be completed on time, in the event we’re not able

to complete it by April 30, 2016, the customer has been compensated

from October 2015 to July 2016.

Cox apologizes for the inconvenience."The bills between 11/24/2016 - 1/24/2016 were already a mess because someone or the system changed my internet package from ultimate to ultimate. My internet was changed to the exact package I was already subscribed to thus knocking me out of my price lock guarantee for ultimate tier. All I ask for is communication... Not frequently just a "Hey it's still being worked on". I've dealt with technicians/maintenance before when my tap was damaged because a Squirrel chewed on the RG6 drop line and water destroyed both. Do you know how it was fixed at first? I was split off my neighbors tap for around 2 years. It took many phone calls and techs visits "Oh, I can't fix that I'll put a ticket into maintenance" - I finally visited the solution store at [redacted] and explained my situation in person about the tap being damaged and it still took a while for maintenance to fix it took them around 10minutes. I suffered with instability and frequent resets for a long time usually when it was very cold or it rained for 2 years. So, Yeah. I'm sorry if I do not take your word at face value. I've reached out to others near me who are experiencing the same issue who also require node splits (Not the same node). Now I was informed that 500/600 households share a "node". Alright, If this is true - anyone who has an internet package over 50mb/s during the hours of 5pm - midnight (peak hours) is not even remotely getting close to the speeds they are paying for being informed, or not. Now if the issue isn't resolved by summer when school is let out for summer vacation and internet usage will dramatically increase I guess I'll be reduced to dail up speeds... I've attached an image of my speed levels at the lowest point now keep in mind I'm paying for 200 down and 20 upload. During peak hours and on weekends I usually get around 30 down and 20 up. Check out the image and tell me if you think that's remotely close to 200/20In the end all I ask for is stability, communication, and getting remotely close to the speed you pay for.

Review: In May I was interested in buying a new cable modem. I viewed Cox's website and found they had a great offer. The offer was an upgrade in internet speed to their Internet Preferred package at no additional charge, with the purchase or lease of a new cable modem. I feel as if though I'd been duped by Cox in the past, so I paid very close attention to the details around the offer. I closely checked disclaimers and limitations pages and made screen captures of the entire check out process. These screen captures include a page that would normally include a length of promotional period if there was one. On this particular deal, there was no such limitation. I agreed to the purchase of the cable modem, collected the hardware from my local Solutions Store and installed it myself. When calling to activate the service, I was informed by the representative that no Preferred Package upgrade could be found, but because of the error, internet Preferred service could be established with an additional discount applied. I specifically asked if this package would have a promotional period affiliated with it to which was responded "No."

6-months later, on 10-23-15, my bill increases. I make many inquiries, each informing me that a promotional period had expired and that my bill was reflecting the normal rate (or proration of the normal rate.) Having documented the check out process, including the "matrix" of promotional period length, and the recorded phone conversation indicating the lack of a promotional period, I deliver the information to the Cox Solutions Store.

I regularly visited the Cox store, sent emails, placed phone calls, waited out the length of business days I'd been told the issue would be resolved in. My bank account was drafted in the mean time, but not once did Cox reach out to me to address the issue.

Having compiled my damning evidence regarding the level of service (Internet Premier) and the lack-there-of a promotional period rate, I remained patient until yet another bill arrived indicating the level of service and cost had not been adjusted to the agreed upon rate. The next bill arrived on 11-23-15, again not in line with the terms of the agreement made. I placed numerous phone calls to various customer service call centers and am finally in touch with someone who is familiar with the May promotion. This is only after being pitched additional services. Despite my hard evidence to the contrary, it is insisted that there is promotional period. The proposed resolution is to keep my costs inline with the initial agreement by applying a lump sum credit to my account, however after 12-months the cost of service would return to a rate not inline with the initial agreement.

I declined this agreement and requested the representatives information so I could contact her back. She was by far the most knowledgable on to advertisement, but I was not completely satisfied with the 12-month limitation. It was clear that I did not want to alter my account to what she had to offer and that I would return a call to her once I made my decision.

Shortly after the phone call, an email arrives indicating that my level of service has been altered from Preferred to Premier without my authorization. The contact information I was provided with was inaccurate and I immediately found myself speaking with representatives who couldn't transfer me but would much rather sell me new services or alter my account.

I have made PDFs of the entire check out process. I have PDFs of the promotional period (or lack there of). I have audio recordings of nearly every phone conversation. All of the information I have affirm that I should be receiving Premier internet service speeds, unencumbered by a "promotional price time-frame" for the same $49.99 I'd been paying prior to purchasing a new cable modem through Cox.Desired Settlement: I would like the offer I was made to be honored. I will gladly produce my evidence. The only satisfactory result will be for Cox to honor the agreement, providing their Internet Premier service to me for the agreed $49.99, indefinitely. I would also like to have a credit applied to my account for the $10.99 overage in charge from the October 20, 2015 billing statement. If this takes longer and my bank account continues to be drafted (as it is slated to be) for more then what was agreed to, I will require a credit applied to the account for the overages.

Again, I have a very clear screen captures indicating this is what I should be receiving. Further more, I have transcribed a small bit of one of the many phone conversations I have. I have provided all of this information to Cox and have on hand a much more detailed document, including dates, work order numbers and so forth of each interaction with Cox. I will happily provide this as well as the Revdex.com does have a limitation on how much information may be provided initially. As for that audio transcription:

[redacted]: “This does not have a promotional period on it, correct?”

[redacted]: “He did not advise me of any promotional period. No, if there was, he should have let me know. . . So you should be all good to go, and I do apologize about the double tier. They told me they were looking, they don’t know ho- why – double tier – that we don’t have anything for that, but because of that they did go ahead and give you an additional discount and gave it to you for less. “

Business

Response:

A member of Cox’s Executive Resolution team has contacted the customer in reference to his concerns. It was determined by the Executive Resolution Specialist that the free internet upgrade was not explained to the customer in the full context of the agreement by the Cox Sales Representative or on our website.

Due to the inconvenience and misinformation, the Sales Representative offered to apply a new monthly promotional discount for the next 12 months and a lump sum credit to offset the difference in the quoted amount and the increase the customer experienced. We appreciate his acceptance of this offer and have applied the promotion and credit to his account as of 11-24-15.

We apologize that this matter was not addressed sooner. However, we will continue to strive to provide you with the best possible service in the future.

Sincerely,

Cox’s Executive Resolution Team

Consumer

Response:

A member of the Cox team reviewed my evidence and provided feed back and resolution. Don't let the clever wording Cox has left in this complaint fool you. To say the promotion was not clearly explained or understood is entirely inaccurate. The evidence I provided was clear enough that the Cox Communications representative agreed that what I saw told was clear and that an error was made on the behalf of Cox. The initial offer was wrongfully advertised as having no promotional time frame. After 6 months, Cox claims that a promotional period had expired despite the evidence I'd produced clearly stating the contrary. At the absolute minimum, a 12 month promotional period could only be assumed by the printed evidence. The audio recording I provided clearly indicated that there was no promotional period. The documentation I provided was reviewed and was agreed upon that it was misleading, but Cox insists that they never offer a unlimited promotion. After multiple discussions and the inability for Cox to honor the promotional evidence I'd provided, I gave up. There was no way Cox was going to honor their advertisement. I accepted their offer of a credit to my account and a go-forward 12-month discounted rate as a resolution. I did not accept the offer because I wanted to but because aside from pursuing legal action, I was out of options. It's pretty bold of a company to get caught lying to it's customers and not honor their side of the agreement. Unfortunately, Cox Communications is the only cable internet provider in the area and faces no equally matched competition. I have one of the documents outlining the promotional period. This is a PDF, page 1-of-1, indicating that AT MINIMUM there was no promotional period for 12 months, and that it should have been assumed on my part that after 12 months, the offer would expire. I'd attach the recorded phone call, but it is too large of a file.