Cox Communications

We are sorry to hear our customer has concerns regarding the data plan (Data Cap), and their experience with downgrading their servicesData Plans (Data Caps) are included in all of our High Speed Internet packagesAbout 95% of Cox customers are currently on a Data Plan that more than adequately meets the monthly needs of their householdHowever, some households, particularly those with multiple Internet users that enjoy streaming TV or movies, may want to select an Internet package with a larger data plan We want our agents to ensure the package that our customer is choosing is a package that will meet their needs; we don’t want any customer to have any surprisesOur customer can find more specific information about our Data Plan limits by going to our website or using the link below that will take our customer to the “Cox high Speed Internet Acceptable use Policy” We ask our customer to review item “data usage, data storage, and other limitations” our customer will find the information that was given to her by our agent was correctWe thank our customer for bringing their concerns to our attention and for being a Valued Cox customer https://www.cox.com/aboutus/policies.html (Cox High Speed Internet Acceptable Use Policy) https://www.cox.com/aboutus/policies/speeds-and-data-plans.html (Speeds and Data Plans information for High Speed Internet Service) Sincerely Cox Communications Executive Escalations Team SE Tell us why here

Dear Mr***, Thank you for allowing Cox the opportunity to serve your communication needs We are in receipt of your complaint letter filed with the Revdex.com in regards to Gigablast I have reviewed your account and have determined the following: On May 9, you contacted our sales team requesting Cox Gigablast While attempting to process your order it was determined that your certain areas in your community had not yet been upgraded for this service Unfortunately, your area is not yet serviceable Our records indicate that you continued to call our customer service team on May 10th, 11th, 12th and 13th and were advised each time that your residence was not serviceable At this time, Cox does not have an ETA as to when your residence will be serviceable However, our sales team has placed you on a notification list You will be advised once the service becomes available In regards to your internet connectivity concern, our records show that you agreed to have a Cox technician respond to your service issue on February 21, and April 27, Both appointments were canceled by you Mr***, please note, if Cox was given the opportunity to respond to your trouble reports, we would have resolved your issue accordingly Again, thank you for choosing Cox Communications Please contact me directly with any additional questions and/or concerns you may have regarding your Cox account My office hours are 7:30am to 4:00pm, Monday through Friday Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####

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

Dear MrP***, Roman" size="3"> Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customers First and foremost I would like to apologize that we did have a technician come out to your residence on July 29, at the scheduled time We will research this and provide the proper coaching and feedback to the various departments Our records show there was an internet self-activation fee of $that was charged onto your account however we issued a credit to remove the fee On your desired settlement you have requested to upgrade your existing Starter internet service to a higher tier for a discounted rate On August 4, 2016, I contacted you at and left a voicemail message regarding your request If you are interested I can upgrade your data services to the Premiere internet service (download Mbps / upload Mbps) which retails for $84.99, however, there is a year promotional offer of $a month If you are interested, please contact me directly at so I can set you up I am available for any additional questions and/or concerns you may have regarding this letter My office hours are 9:00am to 5:30pm, Monday through Friday Best Regards, COX

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

All [redacted] services (TV, phone and internet) when out on Saturday I called for service and was told that earliest appointment was Monday When I called Monday morning I was told that someone had been there on SundayI was home all day Sunday, and no one was there, nor had I received a messageThe earliest appointment was now Tuesday I'm not available on Tuesday so this moves to Wednesday That's days to get a service callMy wife works at home, and my son needs to get his homework I need to a service that I can count on and [redacted] is NOT it

Initial Business Response / [redacted] (1000, 5, 2016/01/07) */ Cox has worked with Mr [redacted] on several occasions in attempt to address and resolve his Internet service concern and believes to have provided him with satisfactory education, support and options for the matterWe apologize for any inconvenience this may have caused and appreciate the opportunity to address the matter Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) They still not only offer the package on the website but offer fasterThey should not be allowed to offer that package if they can provide it While there worked with me they still refuse to fix the issue and they should not be allowed to offer that package if they can't provide itIt's pretty shaddy to have double the amount of people on the node it's affecting many people I've asked Business Rebuttal Response / [redacted] (1000, 5, 2016/01/19) */ Cox has confirmed on more than one occasion that Mr [redacted] receives the advertised speed on his wired Internet connectionCox recognizes that there is an intermittent issue that causes a decline in speed on his wireless connection and is working on a fix for the issue In an effort to work with Mr [redacted] , Cox has provided substantial credits on his account, offered to downgrade his Internet to achieve a lower monthly rate or waive the early termination fee on all services to release him from his agreement without penalty Cox believes to have provided Mr [redacted] several reasonable options to address his intermittent wireless Internet issue while continuing to provide the advertised Internet speed on his wired connectionWe apologize for any frustration this may have caused and appreciate the opportunity to provide a final response on this matter Final Consumer Response / [redacted] (4200, 11, 2016/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's not just the wireless network that the issueThe wireless is equipments provided by me It's the wired network just the fact that they would try to say that shows you how much they know about what's going on with there businessI've given them since November to fix it Aware of the issue and getting it fixed ate two different things There done nothing It's not fixed it's the wired network not the wireless and I have documented proff and have had there engineer's tell me this Final Business Response / [redacted] (4000, 14, 2016/01/28) */ Cox appreciates the opportunity to provide a final response to Mr [redacted] 's concernAs previously mentioned, Cox field technicians have completed several service calls at Mr [redacted] 's addressOn each occasion a thorough review of the equipment in use and the Cox lines and signals have tested successfullySeveral speed tests performed during the service calls showed consistent speeds from the modem hardwired into a computerCox did not confirm any issues with Mr [redacted] 's wired Internet connection Cox values Mr [redacted] and believes to have provided satisfactory efforts and options to address his concernCox remains committed to the work to provide a consistent wireless connectionIn the meantime, we will stand by our offers to downgrade service or eliminate any termination fees should he decided to change or remove services

Hello, I am writing this e-mail to discuss my final billAfter many attempts to resolve this through your customer service via chat, phone, and physical stores, as you will read below, I need your attention and comprehension to solve this as soon as possible I had service with Cox for TV, Internet, and Homelife Security SystemBeginning of 2017, I decided I needed to reduce my monthly expenses and reached out to Cox to renegotiate my agreement I first reached out via Chat, which was my first bad experienceThe agent broke down my bill and provided me with numbers I should be paying every month, which were a lot less than what I was payingOnce I questioned him on that, he immediately ended the conversation and said he could not discuss further I then called Cox and spoke with another agent over the phoneI questioned the charges the chat person had mentioned to me, but the only short and cold answer I got was that the chat agent was incorrect and I was indeed pa

I received a call from [redacted] and unfortunately was at work and could not discuss furtherShe advised me to call the number that was listed in the email after my work hours (6:00pm) and there has been no answerI have now called twice with no responsePlease call me to discuss this matterNo action or resolve has taken place yet Thank you, [redacted]

Dear [redacted] , Roman" size="3"> Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customers Our records show we charged your Cox account a technician visit fee of $plus tax on October 6, On October 14, a partial credit of $was applied onto your account for the technician visit I have reviewed your account and issued a full credit of $plus tax of $onto your Cox account on October 21, The credit adjustment will reflect on your next billing statement I am available for any additional questions and/or concerns you may have regarding this letter My office hours are 8:00am to 4:30pm, Monday through Friday Best Regards, COX --------------------------------------------------------------------------------...⇄ [redacted] , Office of the Regional Manager Executive Customer Resolutions Specialist, California [redacted] Federal BlvdSan Diego, CA Monday through Friday, 8:00am-4:30pm

Dear Mr [redacted] , Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs We are in receipt of your complaint letter filed through the Revdex.com in regards to your residential and commercial account I have conducted a thorough review of what you have requested and have determined the following: Our records show that on June 28, you established residential cable and internet service A modem was and still is assigned to your residential account On October 13, you established your commercial account "24-Hour Emergency Glass." The services you selected were Business Internet and Phone A modem was and still is assigned to your commercial account You state in your complaint letter that you have requested for both accounts to be billed on one Cox statement Unfortunately, due to the difference in taxes and fees, we are unable to honor this request Our billing system is not designed to separate the difference in taxes onto one billing statement You also state in your complaint letter that Cox has overbilled you for internet service As a result of our records reflecting two modems assigned to your account, we have billed you accordingly based on the level of service you subscribe to If you have physically disconnected one of the modems, please contact me directly so that we can update our records Please accept our apologies for any inconvenience this may have caused you I am available for any additional questions and/or concerns you may have regarding your Cox account My office hours are 7:30am to 4:00pm, Monday through Friday Respectfully, [redacted] Office of the General Manager Cox Communications, California 858-836-

We would like to thank [redacted] for taking the time to file her concernUpon receipt of this complaint, Cox has spoken with [redacted] and addressed her concerns

Dear Revdex.com: Cox Communications Customer Experience team responds to Revdex.com case# [redacted] regarding the issue with our former customer's refund delay First and foremost, we apologize that you experienced this overall delayOriginally, your first name on your account was incorrect and the reason your refund check was sent out incorrect until you notified us that the first name was wrong Upon receipt of your information to the Revdex.com, we alerted the team that processes our refunds and your check is now being expeditedThis check should be received in about a week or less Also, one of our supervisor's reached out to you at the number available and provided their contact number in the event further assistance is needed regarding this matter Thank you, The Customer Experience team

May 8, [redacted] We want to thank you for taking time from your busy schedule to bring your account issue to our attention The complaint that you filed was sent to our attention for research and resolution We are sorry to hear that you felt that you had no other recourse than to contact Revdex.com to have your concern resolved We apologize for the poor customer experience that was encountered I have attempted to contact you via phoneI left messages for you at ###-###-####Please reach out to me via email or phoneI am looking forward to working with you to resolve your complaintThank you for affording us the opportunity to serve you Please accept our apology for any inconvenience this may have caused you [redacted] Executive Relations ###-###-####

Dear Mr [redacted] , Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs We are in receipt of your complaint filed through the Revdex.com and would like to respond accordingly: Our records show that on November 24, you installed Cox High Speed internet and that you requested the "modem rental" option and also took advantage of a 3-month internet promotion for $ On March 20, 2014, you contacted our billing department to dispute the monthly rental fee At that time, the equipment assigned to your account was researched Cox determined that the disputed equipment was in use and had been since the date of install On April 20, 2014, our records show that new "customer owned" equipment was activated At that time, the modem rental fee was removed Based on this information, Cox must respectfully deny your request for credit Please contact me directly with any additional questions and/or concerns My office hours are 7:30am to 4:00pm, Monday through Friday Respectfully, [redacted] Office of the General Manager Cox Communications, California, ###-###-####

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The complaint was directed at Cox's deceptive communication with me, the customerWhen I contacted Cox regarding the rate increase on July 2015, Cox offered to continue my service at $per month and then reneged on the offerThis complaint isn't so much about your rates, Ms [redacted] , as it is about lying to your customers Regards, [redacted] ***

We are sorry to hear that our customer has concerns regarding receiving their $Visa Gift CardOur customer’s rebate was declined due to the rebate being entered after the submission deadline (12/31/15) Striving to live up to our mission statement “to be the most trusted provider” we are willing to issue our customer a $adjustment to their account If our customer accepts this offer they simply have to respond to this complaint so that we can enter the adjustment to their accountWe thank our customer for bringing their concerns to our attention, and for being a Valued Cox Customer Sincerely Cox Communications Executive Escalations Team SE Tell us why here

BLUF: I scheduled an install over the phone but nobody showed up for the install and I ended up handling myself and the price went up for a lesser service I scheduled an internet only install 7/for an afternoon install (I believe 5-PM Online the service was quoted for the second lowest speed for less then $a month and the sales person that I scheduled with verified the quote and that I would not be renting On 7/me and my wife canceled plans and stayed home for the install Nobody showed up At I began calling Cox numbers that I found online The regular numbers all said the offices were closed but I finally found a person by calling tech support After several minutes the person found my work order It took him so long to find because non of my information was correct It had a different persons email and phone number but the street address and time for install were correct He apologized and walked me through the setup of my service because my house wa

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

Dear Mr [redacted] , Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs We are in receipt of your complaint letter in regards to services being added to your account without your authorization I have conducted a thorough review of your account and have determined the following: December 23, you contacted Cox customer service to dispute the trap charge that was billed to your account on November 22, At that time, you were informed that the credit for the charge was applied on the same day On January 27, 2014, you contacted our customer service team to further dispute the trap charge that was billed to your account on November 22, Again, you were informed that the credit was applied on the same day of the charge (see attached invoice) You state in your complaint letter that premium services were added to your account without your authorization On February 19, the services were removed and your account was credited accordingly At this time, we are reviewing the call from January 27, to determine why these services may have been added without your authorization Mr [redacted] , Please accept our apologies for the inconvenience this may have caused you I am available for any additional questions and/or concerns you may have regarding your Cox account Respectfully, [redacted] Office of the General Manager Cox Communications, California ###-###-####