Cox Communications

We are sorry to hear that our customer does not accept our resolutionWhen reviewing our customers concerns we see that our customer reached out to us regarding concerns with their services on June 02, 2017, prior to this date our customer has not reported any issues with their services since June of 2016. When reviewing our customer’s data usage we see that our customer is able to use the services as each month over the last months our customer has used over GB of data. Additionally when using the daily graph we see that our customer uses their internet services daily Our customers assigned Executive Escalations Team Member reached out to our customer and have scheduled a time for our Escalation Team to review our customers concerns. Their Executive Escalations Agent should be our customer’s direct point of contact until this issue is addressed. Our customer advocate team applied an adjustment to our customers account in the amount of $ for our customer’s inconvenience 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 10189884, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
As stated in prior emails and Revdex.com responses, I do not understand how the issue can be closed with the Revdex.com when the remaining issues surfaced last night & this morning with all three boxes installed on the Contour systemI still don't have a working system that I have paid for and are continuing to be billed for on my statementsI do NOT consider the Cox response to be a satisfactory reply to ongoing issues with the installed systemFix it or pull it from the market
Regards,
*** ***

Dear *** ***,
Thank you for the additional comments. In regards to other units in the building not needing their wires replaced, all depends on the level of service they subscribe to. With the new technology that we offer, it may require an update to the internal wiring. Because Cox does not wall-fish (place the wires inside the wall), the wires would be replaced externally. This requires written approval from the HOA
Cox is not at liberty to tell any resident whether or not they have an active HOA. However, it is Cox's responsibility to ensure that proper permission is given prior to installing external cables to any mutli-dwelling unit.
*** ***, we are not denying the request to repair services. We are simply asking that we are given written permission to do so. If you are an active member of the HOA with the permission to make decisions on behalf of the complex, please do so in writing and we will respond accordingly
Respectfully,
*** ** ***
Office of the General Manager
Cox Communications, California
858-836-

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10725617, and find that this resolution is satisfactory to me The final technician named *** was able to solve the issue It is unfortunate that I had to argue back and forth with your offices to get the modem installed I hope in the future you learn from this and provide better customer service Kudos to *** he is an example of how all of your technicians should be He goes above and beyond and makes you feel wanted.
Regards,
*** ***

Revdex.com:
It is Saturday March 22, the internet is down again...been over an hour...am waiting
Cox did send a team over on Friday who added an attenuate and were very polite in offer to help in case of an issueAlthough, the quality and reliability of service is lackingPlease find attached a video of the dancing lights on the modem
Regards,
*** ***

Mr***,
I would first like to apologize for the inaccurate information that was previously provided. After further review of your account, it appears that there was an issue with removing the correct box from your account when you disconnected services. This issuer was resolved on August 13, 2013. I have removed the outstanding box from your account. As a result of our error, I have also cleared your account balance of $
Please accept our apologies for any inconvenience we may have caused you. I am available for any additional questions and/or concerns you may have regarding your Cox account.
Respectfully,
*** ** ***
Office of the General Manager
Cox Communications, California
###-###-####

I have contacted cox three times today, to have my service cancelled due to poor service connection in my home All three times that I have had them on the phone, they begin to tell me they have online issues and cannot process my request untill further notice I'm not sure if its a tacktic they use to prevent clients from cancelling their service but buyer bewareWill be trying again untill I have success

I am going to have business internet installed if possible to get quicker response from Cox when there are internet issues. THanks

Dear Mr***,
'Times New Roman'">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. I have conducted a thorough review of your account and the call between you and our representative and have determined the following:
Our records show that on June 5, you contacted our customer service team to inquire on the rate of your service. At that time, ***-*** attempted to assist you. During the conversation, you stated that the previous representative provided you with information contrary to what ***-*** was providing you. The review of the call revealed that ***-*** apologized and continued to reiterate the increase that was going to take place on June 22, 2014. There were no changes made to your account.
Further review of the call did reveal that you made a comment that ***-*** was "great" and he said thank you. You responded by saying "I didn't mean that in a good way." And he said, he takes his "thank you" back. This response by our representative was unacceptable and as a result he has been coached accordingly
Mr***, on behalf of Cox I would like to extend an apology for any inconvenience we may have caused you during your call to us. I am available for any additional questions and/or concerns you may have regarding your Cox account
Respectfully,
*** ** ***
Office of the General Manager
Cox Communications, California
###-###-####

Dear *** ***,
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 promotional rate. As requested, we have reduced your rate back to the promotional rate that you were quoted. This rate is good until July
Please accept our apologies for any inconvenience we 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,
*** ** ***
Office of the General Manager
Cox Communications, California
###-###-####

Dear *** ***,
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 billing concern.
In reviewing your account, it appears that you contacted our corporate offices via email and worked with ***. Per the email communication, Megan advised you of the credits applied to your account as well as the remaining balance of $for internet service.
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 former Cox account
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
***

We are sorry to hear that our customer has concerns regarding their monthly rateUpon receipt of our customers concerns we reviewed the initial call placed on November 15, and found our customer was promised a rate of $plus taxes. However, when our technician arrived, our
customer requested the installation of our Panoramic Modem, which adds an additional $per month to their statement Our customer escalated their concerns with their pricing to our Account Services Team on December 19, 2017. Our Account Services Team added an additional $savings to our customers modem rental charge, and an additional $savings to their DVR Service. By adding these promotions our customers monthly service rate excluding the FCC charge to $129.87. Due to our customer wanting to install new services at their new service address, while their existing service address remained active we supplied our customer with a temporary telephone number. We explained to our customer that we would have to wait until the existing service address was disconnected to transfer their telephone number Our Executive Escalations Team reached out to our customer on today regarding their concerns. Our Executive Escalations Team Member was able to troubleshoot our customers home phone concerns to find an error preventing our customers phone service from working properly. Our customer has received $in current adjustments for issue with their phone services, we have applied an additional adjustment in the amount of $for the issues our customer experienced with their phone services. If our customer has any further technical issues we invite them to give a call to their local technical support team at (504) 304-8444. We thank our customer for bringing their concerns to our attention, and apologize for any inconvenience caused Sincerely Cox Communications Executive Escalations Team SE Tell us why here

Dear Mr***,
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. I have reviewed your account and it appears that your billing concerns were resolved on March 8,
As a result of your experience, I have issued you two months of internet credit to your account. This will reflect on your next billing statement
Mr***, we sincerely apologize for the inconvenience this may have caused you and your family. I am available for any additional questions and/or concerns you may have regarding your Cox account
Respectfully,
*** ** ***
Office of the General 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 filed with the Revdex.com in regards to your service rates. In reviewing your account, it appears that you spoke with one of our supervisors on August 13,
On November 10, 2014, you agreed to the Cox Bronze bundle for $per month for 6-months with an increase of $for the following 6-months. In your complaint letter, you indicate that you wree not advised of the $increase. As a result, on August 13, an adjustment in the amount of $was applied to your account. This amount represented months of the additional $30.00.
Today, I have issued an additional lump sum credit of $which covers the remainin 3-months of the promotion you understood to be for 1-year
Cox would like to apologize for the inconvenience this has casued you and your family. I am available for any additional questions and/or comments you may have regarding your Cox account
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

We appreciate our customer feedback and understand our customer’s position, However, Our position has not changed. At Cox we pride our self on trying to do whatever it takes to make our customer happy. As the customer has noted our Technical support supervisor and agent did try to see what we can do to assist the customer with this issue. Unfortunately, we are unable to add the channels that the customer has requested, without upgrading his cable services.
With any company there are terms and conditions of the services, and this issue is no different. While we appreciate our customers business and their feedback our position has not changed at this time. We would like to thank our customer for being a valued Cox Customer
We respectfully request that you close this case at this time

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowDear Ms***,
Thanks for your reply, however, I must reject your
conclusion. I do not recall any instant
of tempering with your network. First, I
do not have knowledge of your network equipment and tools. Secondly, I have satellite TV and T-mobile
home phone at the time of this alleged incident, so there were no added benefit
to me. Third, your equipment are not on
my property, so I assumed that they are in public space which pretty much
everyone have access to or temper with.
Your deduction of because I may benefit from the tempering that I must
be the one tempered with is highly flaw.
I paid for Internet service and that all I used from your company. I have no need for other services from your
company because I am happy with my satellite TV and T-mobile phone
Regards,
*** ***

Dear *** ***,
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
We apologize for your recent experience(s) with our Cox (contracted) technicians and retention representatives that took place at the end of May 2016. Unfortunately, there is no record stating that a credit of $would be credited onto your Cox account, due to the inconvenience. However, I will honor the $credit and it will reflect on your next billing statement
On the desired settlement you requested to be compensated $for missing a day of work. We do not compensate customers for lost time so we kindly deny your request.
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 --------------------------------------------------------------------------------...⇄ *** *** ** *** *** ***
*** *** *** *** ***
*** ***
*** *** *** *** *** ** ***
*** *** *** ***
Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I would also like to note the exceptional customer service I received in this resolution It is very easy to complain about things when they go wrong, but I feel that very few people are ever willing to respond in kind when it is the other way around Cox did everything they could in the end to get me exactly what was promised to me from the very beginning It is very unfortunate that it needed to be escalated to this level to receive the proper resolution, however I am 100% satisfied with the outcome Thanks go to not only Cox, but also to the Revdex.com Without the Revdex.com as the intermediary in this issue, I feel I would not have received the same outcome This was certainly a case of the Revdex.com protecting and upholding the consumer's rights, and I would gladly recommend this path to anyone faced with a similar issue Thank you!
Sincerely, *** ***

I moved my internet service with Cox to my new home few days ago, the salesman sold me some bundle package include internet, TV cable and Home Life security system, which made my monthly bill from $75/month to $210/ monthHowever, when Cox technician came in for installation and after being two hours late, AFTER THEY FINISHED INSTALLING THE HOME LIFE SYSTEM, they started explaining to me how it works so I found out that the most important thing I bought it for it doesn’t do , and the other three features that salesman told me clearly it does come in my package, apparently it needs upgrade meaning I have to pay moreThis home life system is scam it doesn’t do anything except just a motion detector camera that I can’t even install outside my door because of my HOAI asked Technician “Chance”that’s his name to cancel that system but he advised me to switch it with Hone Labdline service to keep bundle package and also he confirmed that I have one week to cancel this system, he tried cal

We appreciate our customer feedback regarding the issues that he is experiencing. We are aware and we continue to work on this issues that the customer has reported to us. The customer has our escalation technician, our field supervisor as well as my direct contact information. We have also ensured the customer is compensated for the issues he has experienced. The customer feels that this complaint should be open until all issues are resolved. However, we have no more information to supply for resolution at this time