Cox Communications

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me only on the condition that my internet service remains uninterrupted due to DNS (Domain Name System) server unavailability Naturally, there are factors outside the control of Cox communications (weather, falling tree branches, careless digging) which can cause interruptions to the service and I accept that those events are unavoidable risks, and I cannot hold Cox responsible in these instances Regards, [redacted] [redacted]

[redacted] We received this same complaint from our Corporate Headquarters on June 30, Below is my response I also want to add the $promotional discount does not include equipment fees and FCC telephone fees Therefore your monthly recurring charge is $ before tax and after tax total is $till December 3, [redacted] Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.comLet me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attentionDoing so allows us to improve the quality of the service we provide to our customersOur records show that you are currently on a promotional discount of $off for months starting November 28, through December 3, On December 4, through November 28, you will continue to receive a discount however it will be for $offOur records show the representative that you spoke with on November 28, explained what your new promotional offers were going to be from months 1-and months 13-plus you also agreed to a year Price Lock Guarantee (PLG) contractHowever regarding your June 4, statement I am unsure why your monthly charge went up to $I truly apologize for the confusion/error on your June billing statementAt this time, I have issued a credit for the difference and it will reflect on your next billing statementOn June 30, I attempted to contact you by phone regarding your complaint to the Revdex.com but you were not availablePlease contact me directly at 877-982-if your July 4, statement is not reflecting the correct charges onto your accountI am available for any additional questions and/or concerns you may have regarding this letterMy office hours are 8:00am to 4:30pm, Monday through FridayBest Regards, [redacted]

Dear Ms [redacted] , Thank 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 experience in establishing service and our process for customer contact from our technicians I have provided your feedback to the organizations within Cox that are responsible for ensuring that our customer(s) experience is more than exemplary I understand that the pre-call process was an inconvenience for you and on behalf of Cox, I apologize In reviewing your account, it appears that the installation was completed on May 5, As a result of your experience, in addition to the installation credits that were applied to your account in the amount of $100.00, I have applied a (one) month service credit to your account This credit will reflect on your next billing statement Again, please accept our apologies for the inconvenience we 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 Regional Manager Cox Communications, California ###-###-####

[redacted] Case # [redacted] We are sorry to hear our customer had issues with our services and billingWe have attempted to make direct contact with the customer by telephone and emailOnce we have made contact with the customer, we will present an explanation of the account and provide a billing breakdownIf there are any errors or charges that need to be corrected, we will address them with the customer to come to a satisfactory conclusion Thank you for your time and consideration [redacted] *.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We are sorry to hear that our customer ha concerns regarding their service not working Upon receipt of our customers concerns we reached out to our customer who confirmed that his issues have been resolved since our Network Team completed repairs on May 11, We explained to our customer the way that our lines are placed and apologized for any miscommunication about someone else tapping or sharing our customers signal strengthWe explained to our customer that we are unable to issue adjustments for issues that we are not aware exist and that we have issued an adjustment of $ on April 29, for our customer’s service concerns Our customer has their assigned Executive Escalations Team liaison’s direct contact information should they have any additional questions or concerns We 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

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 belowIt has been several days now since I had left a voice message for Ms [redacted] ( Cox Communications Exec Offices who responded to my Revdex.com complaint ) and I have yet to hear back from herMs [redacted] seems to think that because my account was credited for the inconvenience that that would be enough The gesture of the credit was offered and nit requested by me I have since contacted Tech Support and spoke with [redacted] who between her and I have exhausted every possible reason why I am still having issues I had told [redacted] that I left a message for Ms [redacted] with no response and she advised me she would send Ms [redacted] an email explaining the problem so that Ms [redacted] can understand what is going on....I trust that ***n sent the email but have to conclude that it was ignored since I ( to this day ) have not heard from Ms [redacted] or anyone else from Cox Communications for that matter I again called tech support and spoke with a rep ( [redacted] in [redacted] ) who after reading all the notes on my account agreed that there is something wrong and submitted an escalated trouble ticket for a senior technician / field manager to come to my home to assess the situation and hopefully resolve my internet issues I understand the Revdex.com is a buffer between customers & businesses and that the final resolution must come from the business in question however the Public needs to know the deception that is occurring by this particular company Cox Communications advertises that they have the fastest internet but can not determine why I am not receiving this service when I am paying for the Ultimate Internet PackageSincerely [redacted] ,

Complaint: [redacted] I am rejecting this response because: Cox has known about this issue since AprilThe problem seems to be resolved, however charging someone full price for half service is still unacceptableCox only wishes to provide a credit we find unacceptableWe are currently exploring other options through [redacted] and ***We will also be filing another complaint with the [redacted] of Cox's tactics of charging people for a service they know they cannot deliverIt should not take months to resolve an issueThe other issue is Cox Employees doctoring and omitting customer comments that we insisted be placed on our account to document our situation (since April)Cox Operations with the cooperation of Customer Service provides for ethics that should be brought to light The Revdex.com provides a very valuable service in helping consumers bring Cox's behaviors, representations and ethics to light Many, many thanks to the Revdex.comI should also note, that it took Cox days to fix an issue, which they knew existed since April Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12631192, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Since we are still having technical issues and still being charged full price, I'm not accepting anythingAlso, outside of Alfred (who's been great), no one from the company has reached out to us, so that's a straight up falsehood.We're canceling the cable today, and if this doesn't work out, we'll make the change to AT&TWe're going on months of issues, so it's very clear where Cox stands with customers from our neighborhoodIf Alfred wasn't there, we would have given up alreadyBut until they reduce the bill for the time period of issues, we will continue to reject their responsesThanks Regards, [redacted]

Dear [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 experience in canceling your services Cox would like to apologize for the extensive hold times as well as calls that may have been disconnected Per your request, we have scheduled a disconnect order for your Cox services We have backdated the billing to October 18, Again, we would like to apologize for your experience 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] Executive Offices of California ###-###-####

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11438240, and find that this resolution is satisfactory to meWith the exception that until the issue is resolved I still would like the complaint to be openThis issue has been ongoing since Feband was not a problem before the stormAlthough several attempts has been made to correct the problem it is still an issue Regards, [redacted]

We want to thank Ms [redacted] for taking the time to file her concern Our records indicate the reported service concerns were resolved with an appointment with a technician Additionally we attempted to reach them by telephone on this matter but have not had the opportunity to speak with them They were provided a direct point of contact should they have any further questions or concerns Thank you

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]

Initial Business Response / [redacted] (1000, 5, 2014/09/11) */ We sincerely apologize for the inconvenienceWe've spoken to Ms [redacted] in regard to this matter

We are sorry to hear that our customer has experienced issues with her cable services Upon receiving this complaint we immediately reached out to our customer to schedule someone to come out and address her concerns Our technician meet the customer at her home this evening, and ensured all of her issues were addressed We have followed up with our customer and she states that she is satisfied with the actions taken, and that all services issues have been resolved The customer has also been compensated for the issues that she has experienced with the services, and has our executive escalations departments direct contact information We appreciate the opportunity to serve our customer, and look forward to serving her for many years to come

August 27, 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 Our initial response has not changedWe will not remove the delinquent balance from the credit bureausThe balance is unpaid however once the balance is paid we will update the credit bureaus with that informationWe understand the consumers time is valuable unfortunately we cannot reimburse him for his time lost from workAgain the account was disconnected for non-paymentThe customer received services on 10/02/and we didn’t disconnect the services until 12/09/The consumer did not make any payments to us for the months of servicesOur response has not changed 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 ###-###-####

Complaint: I am rejecting this response because: The rented Cox single band modem was defective (see technician call recording), this is why no service charge should have been issued- everThe trouble call was b/c Cox rented router had reset my user name to I took hours off work for this visitTechnician did not notice I had the wrong router and had been over charged, after he left internet was still not workingCalled again, tried to trouble shoot over the phone but service rep had another technician come outCox tried to charge me $for this visit as wellI took hours off work for this visit Internet still not working Called a third time and found out the Cox rented single band modem was defective + cox had been over charging me for months A credit of $was b/c my account had been falsely chargedNo credit was offered for the loss of service over the months for having low to connectivity using Cox installed single band routerWhen technician came to the house he had no history of issue nor did he have the new router I ordered with service technician (on the phone) I took hours off work for this visit Internet finally working but considered "poor to fair" connectivityI do not believe Cox is a reputable business, I would opt out if there were other options in my area but this is not the caseReviewing points above does Cox feel they have resolved this issue and treated me as a valued customer? E [redacted]

Dear Mr [redacted] , 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 that your Cox service was disconnected on June 6, When your service was disconnected there is still an unpaid balance of $that is owed to Cox Unfortunately, you will continue to receive the automated collection phone calls from Cox regarding the unpaid balance until we receive your payment We encourage you to work with the collections department to settle the unpaid balance and to avoid your account going to a third party collection agency 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 toll Federal BlvdSan Diego, CA Monday through Friday, 8:00am-4:30pm

We are sorry to hear that our customer has experienced issues with their services Upon receipt of our customers concerns we reviewed their account and found that all our customers levels at this time indicates our customers signals to her data modem are absolutely great Our Cox Business Liaison spoke with [redacted] ***, and discussed our findingsOur customer states she is going to contact her VPN host and ask them for help with the VPN that is laggingSince our customer is new customer and has made multiple calls to Cox, we issued our customer a $credit just now, which represents a two week creditI explained to her that she will see this on her next monthly statement We provided our customer with information on how to file an online trouble ticket, and her Cox Business liaison’s direct contact information in case she has any additional questions or concerns We 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

At Cox Communications our customer satisfaction is number one goal! We are sorry to hear that our customer has concerns regarding their billing Upon receipt these concerns we reviewed our customer’s account and found that our customer has since visited their local retail location to have their concerns addressed Our Retail Agent explained to our customer that the charge occurred due to our customer removing the Cox Service Protection Plan (CSPP) from the account, after a recent visit that was determined to be non Cox related Our Retail Agent has issued an adjustment for the service call, and applied an additional $credit to the account for our customer’s inconvenienceAdditionally our customer called in to our call center on March 7, 2016, and we waived our customer’s most recent late feeWe thank our customer for bringing their concerns to our attention, and for choosing Cox Communications Sincerely Cox Communications Executive Escalations Team SE

Initial Business Response / [redacted] (1000, 8, 2015/04/10) */ Cox had the opportunity to speak with Mr [redacted] in receipt of his concernWe sincerely apologize for the inconvenience Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/04/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) This situation has been resolved but I did not accept Cox's response because that would have indicated that I was satisfied with the resolutionDue to Cox's mishandling of the line transfer, I was going to have to pay [redacted] to reconnect my old lines and cancel service with them again in order to give Cox a second (actually third or fourth) chance to get it rightI wasn't willing to do thatI told Cox to forget about the fax line, lost the fax number I have had for years and signed up with an online fax service Final Business Response / [redacted] (4000, 12, 2015/04/21) */ Cox recognizes our errors in the port process that posed delay the transfer and sincerely apologizes for any inconvenienceIn an effort to assist, a resolution specialist spoke with Mr [redacted] to provide complete instructions on what was required to complete a successful port in from AT&T and was committed to support Mr [redacted] throughout the process in order to ensure resolution was met on the port in requestWhile Cox understood that Mr [redacted] was not satisfied with the port experience, Cox does feel to have provided a strong attempt to resolve the matter that was reported through the Revdex.com and offers great regret for the issue