Cox Communications

We are sorry to hear that our customer experienced issues with slow speeds After receiving the request we immediately contacted our customer and scheduled to have an expert tech to the home to resolve his issues We found the issue to be a maintenance issue that we quickly repaired We have reached out to the customer and confirmed that everything is working as it should and the customer has my direct contact information should he have any additional questions or concerns We thank our customer for bringing this to our attention, and look forward to many happy years of servicing our customer

We are sorry to hear that our customer experienced issues with their servicesUpon receipt of our customers concerns we reached out to our customer who confirmed that their service issues are resolved We have issued a total adjustment of $for the issues our customer experienced Realizing that this is was a frustration experience for our customer we have issued an additional $adjustment as a one-time courtesyPer section four of Cox Communications High Speed Internet Acceptable Use Policy section 4, residential services are designed for “personal, non-business-related use”(included below) Understanding that our customer is using the residential services to work from home, we are unable to justify issuing adjustments for time off work, or revenue lost due to the internet services being intermittent Additionally, looking at our customers data usage we see consistent daily data usage with most days more than 5GB of data We thank our customer for bringing their concerns to our attention and look forward to servicing their entertainment needs for years to come Sincerely Commercial UseThe Service is designed for personal, non-business-related use of the Internet and may not be used for commercial purposesTell us why here

Initial Business Response / [redacted] (1000, 8, 2014/11/07) */ We sincerely apologize for any inconvenienceCox reversed $to Mr [redacted] 's bank account on 10/30/We had the opportunity to speak with Mr [redacted] upon receipt of this concern and discussed our action for recourse

Initial Business Response / [redacted] (1000, 5, 2014/06/25) */ In receipt of this concern, we contacted Mr [redacted] to discuss his concernsWe believe he is pleased with our resolution on this matterThank you

Complaint: [redacted] I am rejecting this response because: First off, I have to say that I reject just about every bit of the statement becuase it still offers no resolution & it's accusatory. I'm not sure who at COX is responding, but it all sounds confusing and purposely misleading. For example: 1. Mr. [redacted] has been educated on matters beyond Cox’s control that may raise a potential for speed issues, as outlined below. (This is a true statement)! COX DID educate me on these things...thought they didn't need to, as I already know this...and I've explained that to COX several times. 2. Cox also provided Mr. [redacted] with the option to downgrade his service, should his computer not have the ability to achieve the maximum speed of his subscribed package; however Mr. [redacted] declined that offer.(Another true statement, made without the particulars). If I downgrade my package I am then subject to internet usage limits, which I would reach continually. Once I reach my limit...I'm then charged more money AND my internet speeds become throttled. ANY COX customer would turn this down! This is NOT a resolution. This offer is a complete joke! I can't believe that it was even made. It says, we know there is a problem, we're not going to fix it but we will try to make it look like its good. In the end, regardless of what package I take from COX...my internet speeds drop to 0 continually, all the time. THAT is NOT outlined in any of COX's information packages. My computer can reach speeds well ABOVE what I should be getting. It gets these correct speeds every time COX sends it my way. COX knows this, so it is again and unnecessary statement designed to make it look good. To appease COX...I set up a service call this past weekend. I asked that ALL of my equipment be replaced. My modem, and ALL wiring inside and out. This way, knowing that COX has all new equipment, I could then get a true sense of the problem. They sent out a Senior technician by the name of Donny. [redacted] said that everything inside and outside of my house are working perfectly...including my system. When [redacted] came in from checking everything outside, he said that the problem is with the MAIN LINE COMING FROM THE NODE! He said the line is new, so the problem has to be with the node. He said that his equipment reads up to 280Mbps but he could barley get readings above 90. He said it continually fluctuated and he could not keep a steady signal. He said it never got anywhere near 280. (I'm subscribed to 300). When he called his main office about the problem his boss, another Senior Technician by the name of Eric said that they should not be setting up service calls here! They know what the problem is, they've told COX what the problem is and that problem lies with the Node. He said this will continue to happen, until the node is split! Period. Yet here, it seems as though COX says the issue is mine. None of these following issues are my problem. They have ALL been ruled out! -Computer performance, including hardware age, software and operating system versions, the presence of viruses and malware and the number of simultaneous applications running. -Home network (WiFi) connections, which may be slower than wired connections. -Congestion on websites visited, including high demand by multiple simultaneous users. -Fluctuations in latency within connecting networks outside of Cox’s network, such as gaming servers. -Modem performance due to outdated modems and firmware. There are notes on my account as to all of this. I have made it a point to have everything noted. Now, before this matter is just closed...I would like to request the BBB mediate on my behalf? Some sort of arbitration...if I can? Sincerely, [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 I just wanted to inform you that COX Communications is not holding up their end of the resolution I contacted them today as I am looking for a new provider as they had suggested, and I was told from a billing supervisor and also a billing customer service rep that I will still have to pay the early termination fee of which in COX's response they said they would waive that fee I was also told today that I would not be getting back my deposit that I had to put down in April of to retain their services, they said they only issue a bill credit I would like it back in my checking account or via checkI was also told that it may take them up to a week to get a hold of the woman handling this complaint, I responded with they had hours for those issues to be reflected on my accountThey set the terms to "settle" this, which was basically make me switch providers which is going to cost me Plus they said they would have someone contact me about the issues with their employee's This still hasn't happened I have never been so disgusted with a company and their customer service or their resolutions to problems as I am with COX They are not holding up to their end which they set the terms for, yet my terms were never address Regards, [redacted]

Cox Customer Care Executive Escalations, Southeast Region 7 [redacted] ** [redacted] July 31, 2015 [redacted] Thank you for taking time from your busy schedule to bring the issue(s) with your Cox account or service to our attention. We sincerely apologize for the poor customer experience, and regret any inconvenience you may have encountered. Your issue was referred to our Executive Escalations Team for research and resolution. Rest assured that this team’s priority is to give your request as much attention as is needed. One of the Executive Escalations specialists attempted to contact you at ###-###-#### to address your concern. It is our goal to find the best resolution to your current issue(s) in a timely manner, without further delay. With your assistance and feedback, this can be accomplished. We appreciate your patience and understanding, while affording us the opportunity to better serve you. Please reach us at ###-###-#### Cox Executive Escalations SE Team

Dear [redacted] New 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 I apologize for the misunderstanding/confusion on the advertised pricing on our Cox website I have addressed your concerns to our Marketing Department Unfortunately, we cannot modify our customers’ monthly statements however I would like to honor your requested pricing of $a month for months I will honor the pricing by issuing a lump sum credit of $($x months) plus tax onto your Cox account The credit adjustment of $has been applied onto your account today and it will reflect on your next billing statement Please be assured I have not done any changes onto your services so you are still receiving the Flexwatch Plan with Preferred Internet 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, [redacted] [redacted] [redacted]

[redacted] visited our Cox solution store on 7/30/ [redacted] reconnected her Cox services, this allowed the store Manager to waive the ETF This resolved [redacted] concerns

UI','sans-serif Dear Mr [redacted] , As stated in our response to your Revdex.com complaint (file [redacted] ), the installation fees were credited to your account on November 26, You were provided with a copy of the billing statement that reflected this adjustment You state in your complaint letter that you returned the equipment on December 12, However, according to the USPS tracking number you provided us ( [redacted] ), the equipment was returned today, December 29, In addition, the serial number of the equipment returned was not legible therefore; we would need to verify whether or not it is the equipment that was assigned to your account On December 26, 2014, you contacted our corporate customer relations team disputing the balance on your account At that time, you were advised of the returned payment made to us in the amount of $ You were assessed a $return payment fee which was credited by our corporate office In addition, you were given 1-month credit for cable Based on this information, Cox must respectfully deny your request for additional credits Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####

Mrs [redacted] current balance is $ These charges are from Internet and Telephone service and a bill reprint feeMs [redacted] had Internet and Telephone service only starting from March 9th, Ms [redacted] activated Video services with us on June 15th, and cancelled the Video services on June 23th, Cox offers a day money back guaranteeMs [redacted] was not billed for the days she used our Video services Ms [redacted] billing cycle runs from the 9th to the 8th of each month Ms [redacted] cancelled her Internet and Telephone service on June 27th, Ms [redacted] was billed $for days of Internet and Telephone service Ms [redacted] was charged a bill reprint fee of $5.00; she requested a copy of her July 9th statement on July 26th Cox waived the bill reprint fee has a courtesy Ms [redacted] remaining balance is $

We apologize for the difficulty the customer has experienced regarding her concerns When Home Owner Associations contract with Cox to provide bulk community services to their HOA residents the question of credits, compensation, and adjustments are relayed by the HOA to Cox Communications as billing and service agreements are maintained between the HOA and Cox We show no record of any communication from the HOA regarding the customer's request for reimbursement If after thorough review of the customer's complaint any credits/refunds due would be provided to the HOA and left to their discretion to reimburse their residentThank you for your time and consideration Respectfully, [redacted] Executive Resolutions Office of the General Manager Cox Communications, Arizona

We want to thank Mr [redacted] for taking the time to file his concern We have spoken with Mr [redacted] and we believe he is satisfied with our efforts to resolve this matter He was also provided a direct point of contact for any further concerns on this matter We sincerely apologize for any inconvenience caused

Dear [redacted] , Cox Communications (Cox) is in receipt of your “rebuttal” 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 Per our phone conversation that took place on January 4, 2017, I have confirmed that I reviewed the recorded call that took place between you and our sales representative on November 11, Our sales representative quoted $plus taxes and fees for months for Contour TV, Premiere Data, phone service, host box/client boxes and DVR services Unfortunately, the sales representative provided you the incorrect pricing information therefore we have taken the proper steps to provide coaching/feedback on the representative Importantly, I would like to take this opportunity to apologize for your recent experience and we will honor what you were quoted by applying a manual credit of $onto your Cox account for months As of January 4, I have applied the following manual credits onto your Cox account $credit for November 18, statement $credit for December 17, statement Please be advised that I will manually apply the $ credit on the 17th of each month until November 17, 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]

Dear Mr [redacted] , Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs I am in receipt of your complaint letter, message to our corporate headquarters and your direct message to me On behalf of Cox Communications, I would like to apologize for your experience when visiting our retail store We are currently investigating your claim and will be sure to coach each representative as necessary depending on the results of the investigation I have also forwarded your concerns to the Director of retail, [redacted] It is my understanding that he left a voice message for you on June 24, Again, please accept our apologies for the level of service you received This is not the level of service we have built our reputation on If you have any additional feedback and/or concerns regarding your Cox account, please do not hesitate to contact me directly Respectfully, [redacted] Office of the General Manager Cox Communications, California ###-###-####

Cox made attempts to reach Ms [redacted] in receipt of this complaint however did not have the opportunity to speak with herShould she wish to speak further on this matter, she may reach a resolution specialist by calling [redacted] and a member of our staff will be glad to assist

[redacted] Case # [redacted] We are sorry to hear our customer had issues with a set payment arrangementWe apologize that the customer received unsatisfactory customer experience when contacting usWe have reached out directly to the customer to address the concernsAt this time we have not made contact with the customerOnce we have made contact with the customer, we will attempt to present an explanation of the account and options going forward for the account and payments Thank you for your time and consideration [redacted] *.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Dear [redacted] , Roman">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 replaced the drop at your residence on June 14, Has your service improved since the drop has been replaced? As a courtesy, I will issue a one month credit toward your internet services and the credit 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 9:00am to 5:30pm, Monday through Friday Best Regards, COX --------------------------------------------------------------------------------...⇄ [redacted] [redacted]

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Dear Ms [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 in regards to your internet rate Our records show that on October 18, you took advantage of a promotion that allows you to receive 50% off of your internet service for 12-months On January 14, Cox initiated a price change that increased your phone rate from $per month to $per month and your internet from $($with 1/off) to $($with 1/off) Notification of this increase was provided to you on your January statement (*** [redacted] ) Based on this information, Cox does not feel that adjustments to your account are warranted 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 [redacted]