Cox Communications

We were sorry to hear that we weren’t able to assist the customer with the service issues that the customer brought to the attention of your office Due to the complaint filed with the Revdex.com, a thorough review has been completed on the account While the customer states that she experienced months of problems with the Internet service, our records do not support a refund of serviceWe have no service calls on record for the data issues that the customer brought up in her complaintThe notes from our Technical Support Agents who attempted to assist the customer by phone indicated that our system levels and signal strength was acceptable and within the appropriate parameters, and the customer was referred to contact the manufacturer of her router We are sorry that we weren’t able to provide the Revdex.com with the answer that the customer was looking for In an effort of good customer relations, the Early Termination Fees for the cable and the Internet service have been removed from the customer’s account The subscriber may contact our Billing/Customer Service Team at ###-###-#### for an updated balance on her account We hope this information has been beneficial to the Revdex.com Thank you [redacted] / Cox Communications Executive Office/ Arizona

The internet connection was okay, but any business needs to be founded on good communicationI cancelled my service because I was moving out of state and spoke with one of their representatives, which at the time everything seemed to be going fineThe representative assured me that the last payment I was making with him would take care of everything and have me good to goAbout two months later I got multiple phone calls and notifications that someone would be going to my location (which I no longer lived at) and long story short they charged me another dollarsThey never could explain why one representative was telling me one thing while they were then telling me something newThat is poor training at best and somewhat dishonest at worstWould not use their service again

Dear Ms. ***, Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter addressed to the RevDex.com disputing the $25.00 returned payment fee billed to your account. Cox has... issued a one-time courtesy credit to your account. This credit will reflect on your next billing statement. 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 ###-###-####

In the past week my Cox internet speed ("guaranteed Mbps") has been throttled to 0-Mbps between about and hours, causing my Windows platform to crash and damaging my (new) computer Cox no longer has live assistance except during business hours, but their website brings up a notice that reads "Upgrade today and you'll also get .Download speeds up to Mbps (3x faster), Upload speeds up to Mbps,Become a Cox Platinum Preferred Customer and enjoy reduced or eliminated [redacted] throttle back of internet speeds at peak hours (8=pm in most cases) $more per month." The asterisk is not explained I regard this as extortion When I pay for a service it is NOT going to have asterisks leading nowhere, and it is NOT going to be deliberately disabled in an effort to get more for a contract that is already in effect

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 [redacted] , Do the notes that you have referred to also include the offer to stay with Cox Communications for one year and in doing so I will pay a monthly rate of $ Cox Communications made me the offer to keep me as a customer otherwise I would have cancelled that very day in April of this yearThis clearly now appears to be "Bait n Switch", I took the bait and later came the increasesI will continue as I agreed in April to pay $each month until April Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Good morning [redacted] I filed a complaint this summer regarding the poor service I have with Cox Im a IT working remotely to my client onlineim paying for the max speed and several time, the cox tech came to my place to replace cables, modem im in contact with the main engineer working at the Cox office in Oceanside and he knows that my issue is not coming from my condo, its between the main tech office and my place miles again yesterday & this am im not able to work from home, I need to go to a friend’s house or [redacted] to be able to make my salary Im very tired of that situation and dont understand as a tech that Cox is not able to fix my issue thats probably the problem with big companies, they are to busy Thank you and will appreciate your help ***

April 14, We want to thank our customer for taking time from their busy schedule to bring their 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 our customer felt that they had no other recourse than to contact the Revdex.com to get their concern resolved We apologize for the poor customer experience that was encountered Hello Consumer, Thank you for affording us the opportunity to serve youWe have addressed your complaint The charges for the equipment have been removed from your account as of 04/07/ Please accept our apology 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 [redacted] Executive Relations ###-###-####

We are sorry to hear that our customer is experiencing issues with their servicesUpon receipt of our customers concerns we reviewed their account and found that our Field Service and Network Teams are aware of our customers concerns Our leadership team has developed an action plan to ensure our customers concerns are addressed as quickly as possibleOur customers Executive Escalations Team Member reached out to our customer who confirmed that he is working with our field service team to ensure a resolution to his concerns Our customer is aware that their Executive Escalations Team Member will follow up with them after their issues are resolved Our customer has their Executive Escalations Team Members direct contact information in case they have any additional questions or concernsWe thank our customer for bringing their concerns to our attention, and for being a valued Cox Customer Sincerely Cox Communications

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [I have attached pictures of the damage done to the USB dongle The damage caused by Cox's technician resulted in the casing of the USB being broken and the alignment of the USB connector to the small circuit board being bent The damage to the case snapped a clasp on it and the case can no longer be closed properly, also shown in the pictures attached Finally, the bent alignment of the USB connector has placed undue stress on the connections holding it to circuit board, and any attempt to straighten it would place additional stress on them, potentially causing a complete breakWhile the unit is still operational, it's continued use is not practical as the protective casing cannot be secured properly to the deviceThe response from the business indicates to me that in their opinion it is okay for their employees to damage private property without the company being held fully accountable for any damage caused by that employee so long as the item damaged remains functionalI continue to find this attitude unacceptable and request that the company provide an additional $so that a new unit may be purchased to replace the one damaged by their employee.] Regards, [redacted] ***

We are sorry to hear that our customer is reporting issues with their data services Since our customers wife works from home we recommend our customer establish a business account Per Cox High Speed Internet Acceptable Use Policy, Section “Residential services are to be used for non-business-related purposes.” Upon receipt of our customers concerns we found our customer has not reported any recent issues with their services and has consistent daily use of their data services At this time, we are unable to justify issuing any additional adjustments to our customers account While our goal is to ensure that each customer is satisfied and retain all customers we want to ensure that our customer is aware that AT&T does offer data services to their address We thank our customer for bringing their concerns to our attention, and invite our customer to give a call to our technical support team at (504) 304-8444, hours a day days a week any time they are experiencing issues with their services Sincerely Cox Communications Executive Escalations Team SE Commercial UseThe Service is designed for personal, non-business related use of the Internet and may not be used for commercial purposes Tell us why here

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 Cox account Our records show that on October 16, you contacted our customer service team to activate your internet modem At that time, our representative inadvertently set up a secondary account at your service address This was an error On November 21, 2014, you contacted our customer service team to dispute the rate of your service At that time, the error was discovered Mr [redacted] , Cox has removed all charges and services associated with the account that was set up in error In addition, we have made this account "non-serviceable" to ensure that it will not happen again The proper coaching has been sent to the department that caused this error and will be addressed accordingly Please accept our apologies for any inconvenience we may have caused you I am available for any additional feedback you may have Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####

We are sorry to hear our customer was not provided an ideal customer service experience when contacting us to resolve a pricing issueWe have made contact with the customer and came to resolution for the account balance and pricingThe customer was given an apology for the experience and the concerns have all been addressedThank you for your time and consideration [redacted] **Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Dear Mr [redacted] , Thank you for allowing Cox the opportunity to provide your communication needs We are in receipt of your complaint letter filed with the Revdex.com in regards to your recent installation of service I h [redacted] conducted a thorough review of your account and h [redacted] determined the following: Our records show that on November 19, 2014, you installed Cox Premier Internet service at the promotional rate of $per month On November 21, 2014, you added Starter cable at the promotional rate of $ At the time of install, you upgraded the cable service to "Advanced" cable which increased your monthly rate Based on this information, Cox was accurately billing you for the level of service you subscribed to Mr [redacted] , Cox would like to apologize for the delay in cancelling your service at the requested time It appears that the disconnect date was backdated to January 26, which was within the 2-week period that you requested At this time, Cox must respectfully deny your request for any adjustments to your account I am available for any additional questions and/or concerns you may h [redacted] regarding your former 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 ###-###-####

Dear Mr. ***, Thank you for allowing Cox the... opportunity to serve your communication needs. We are in receipt of your complaint letter addressed to the RevDex.com in regards to recent promotions that had expired on your account. Please accept our apologies that you were not advised that these promotions would expire and you would need to contact us to discuss further discount options. It appears that you spoke with one of our customer service representatives on July 14, 2015 and they were able to again reduce your rate. As a good faith gesture, I have issued a 1-month service credit to your account. Again, we apologize that the discounts were not thoroughly explained to you. I am available for any additional questions and/or concerns you may have regarding your Cox account. Respectfully, [redacted] Executive Office of the Regional Manager ###-###-####

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 on April 11, Cox installed cable, internet, and phone services at your residence Your services are currently on a promotional offer for Advanced TV, HBO, Preferred internet, and Premiere phone services for $for months However, the promotional offer does not include DVR service and equipment/FCC fees Therefore the extra fees you are paying for is the following: $DVR service $off for months = $a month $monthly cable box rental fee $x boxes = $a month $telephone FCC fee a month At this time your monthly recurring charges with the promotional offer, DVR service, and equipment/FCC fees is $before tax and after tax estimated total is $a month I have attached your monthly billing statements for your review and for your records Unfortunately, on June 3, your service was temporarily disconnected due to non-payment however a payment of $was paid on June 4, which reconnected your services The payment of $paid for your April 13, statement (services for April 11, through May 10, 2016) Currently, you have a past due balance of $from your May 13, statement (services for May 11, through June 10, 2016) and a current balance of $from your June 12, statement (services for June 11, through July 10, 2016) for a total balance of $ Your current statement of $includes a reconnection fee of $ Our records show that on June 21, we have attempted to explain to [redacted] the monthly charges onto your Cox account 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] [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowOver the course of years Cox has raised my rates 30%+ and changed my the speed of the plan I purchasedThey have done this with no regard to my agreed upon contracted planThe rate and details of the plan should not changeI filed an FCC complaint and Cox obfuscated in their responseCox indicated they can raise rates with day noticeThat is untrueMy service plan was for a short period discounted rate with a specified rate thereafter, not subject to being arbitrarily changed without agreement from all parties involvedAt the time of service being initially purchased, there was no stipulation that rates or service would change beyond the expiration of the promotion rateCox changed my plan without my consent with regards to both pricing and the speeds for which I agreed toCox also indicated that ATT offers service in my area in a rebuttal to my charge of them wielding monopolistic price gouging powers on customers in my areaI contacted ATT and there are no similar broadband plans available in this area of IrvineThey indicated they would give me a courtesy "discount" for yearIt is only an attempt to bribe me from pursuing further action so they may continue their practices of illegally raising rates in a monopolistic enterprise, engaging in price gouging and ignoring the consumers that have no choice but to use their provided utility serviceThis is the second time I have complained on the Revdex.com, with no response as of yet to the previousI want the plan I ordered, with the speed I ordered, at the price I ordered, not subject to change until I either request different service or discontinue it$per month for, I think it was or MbpsThe former plan details are no longer listed on their website, I only have billing information Regards, [redacted]

Dear [redacted] , 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 I have contacted the Fraud team regarding your complaint to the Revdex.com They will be sending you a Fraud packet and you should receive it in the mail shortly 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 --------------------------------------------------------------------------------...⇄ [redacted] [redacted]

Hello, We already recieved the customer's complaint from another avenue. The customer complaint has already been completed. We removed the equipment and charge from the account in 12/24.

Dear Revdex.com: Our [redacted] Business team responds to Revdex.com case # [redacted] Upon receipt of the information provided our Business Liaison immediately reached out to our customer to discuss the concerns as outlined to the Revdex.com In addition, our Liaison dispatched one of our technicians who reviewed the location to ensure the Data was in good speeds and the phone service was working without any issuesAlso, our Field and Construction management team advised our Liaison that the cable lines had been run the way the building manager requestedAlso, the lockbox to the building property is not in place because of upcoming renovations to the building If the customer is not happy with the way the drops were hung, our customer would need to speak to their building manager Finally, our customer opted to not work with the Business Liaison We appreciate our customers patronage and our business management team would be glad to review any further concerns that had not been addressed We request our customer e-mail that contact with the request for mangement - so that team can then reach out to our customer Thank you, The Customer Experience team

We are sorry to hear that our customer does not accept our response We attempted to reach our customer again on today at the number on the complaint (504-358-3225), there was no answer we left a detailed message inviting our customer to give a call to our Technical Support Team at 504-304-to schedule an appointment for us to address her concerns We would like to confirm to our customer that the $credit promised on May 08, was applied to the accountWe thank our customer for bringing their concerns to our attention, and for being a valued cox customer Sincerely Executive Escalations SE Cox Communications Tell us why here