Cox Communications

December 30,
sans-serif;"> Mr*** *** *** *** *** San Diego CA Dear *** *** , Thank you for allowing us the opportunity to provide you with your communication services. We are in receipt of your complaint letter filed through the Revdex.com in regards to your internet service. Please accept this letter as formal notification of our technical findings during our recent visit to your home You have contacted our technical support team on numerous occasions to report issues with your internet connection. You have advised us that your experience was the same with previous carriers. Cox has installed monitoring equipment at your home as well as conducted ongoing internal monitoring from our back office; we conducted environmental scans as well as interviewing neighbors in hopes of helping us identify any anomalies. in hopes of helping us identify any anomalies Over the past several months there have been no anomalies or events that have been captured by or network monitoring diagnostics that would facilitate further repair efforts At this time, network maintenance initiatives that were designed to increase bandwidth and reliability have been completedDuring that process, our teams of technicians have worked diligently to identify and resolve any issues that may have contributed to a degradation of services we are providingIn addition, and as part of that process, we have certified the NODE that serves your residence, and we are confident that we have exhausted all efforts to ensuring that our network is meeting and exceeding all technical specification and requirementsIt’s important to keep in mind that some digital anomalies are to be expected and considered normal During one of our visits, our technicians did identify an issue with one of the electrical outlets in your home. You advised us that after the outlet was repaired, your technical issue became progressively worse. Unfortunately, this is not something that Cox would be able to repair Mr***, we apologize that you continue to experience intermittent connections with your internet service. However, we are confident that our network has been certified and is providing services as designed. Please contact me directly in the event you have any additional questions and/or concerns you may have regarding your Cox service. Respectfully, *** *** Field Supervisor ###-###-####

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

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
###-###-####

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 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
***

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

[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 11556793, and find that this resolution is satisfactory to me. Service repaired after daysThe modem is now staying online and the Internet is not dropping out. Regards,
*** ***

We are sorry to hear that our customer experienced issues with their services. Our Executive Escalations Team reached out to our customer on September and arranged for our escalation team to reach out to our customer regarding his concerns. Our escalation team went out to our customer’s home on September 15, and addressed multiple issues at our customer’s home Our field service supervisor reached out to our customer explaining the actions taken to resolve his concerns as well as to supply him with his direct contact information if he has any additional questions or concerns. We have issued our customer an adjustment for one month of their services for the issues and inconveniences they experiencedWe thank our customer for bringing their concerns to our attention and for being a Valued Cox Customer Sincerely Cox Communications Executive Escalations Team SE

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 in regards to your promised rate
Our records show that on October 18, you spoke with our Customer Loyalty team and they were able to resolve the billing issue. In addition, they have sent feedback to the original representatives Manager to assure appropriate coaching is provided
Please note, your premium channel discount is set to expire on November 5, 2014. Notes on the account indicate that this was explained to you as well during your call on October 18,
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,
*** ** ***
Executive Offices of Cox Communications California
###-###-####

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 with the Revdex.com in regards to a Cox promotion you have taken advantage of
To resolve your service concern, Cox has issued a credit to your account in the amount of $100.00. This amount is equivalent to the amount of the gift card you have been inquiring about. In the event you should receive the gift card, please accept it as a good faith gesture from Cox. We understand this has caused you great frustration
Mr***, 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,
*** ** ***
Executive Office of the General Manager
Cox Communications, California

June 30,
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 reviewed your compliant and account
After reviewing the accounts the customer did have scheduled appointments with us that was canceled, although we do not feel at fault for the canceled calls as a measure of good faith we have credited the customer account $as requested
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
Robert S***
Executive Relations
###-###-####

Dear Ms***,
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs. I am in receipt of your complaint letter filed through the Revdex.com in regards to the billing on your account
As a good faith gesture, I have
issued a credit to your account in the amount of $91.00. This credit is not due to us admitting fault, however to maintain our relationship with you as our customer
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,
*** L***
Office of the General Manager
Cox Communications, California
***

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
I apologize that you were experiencing intermittent data issues on your Cox account. On September 8, I spoke with you via phone and you have stated that you are no longer experiencing the intermittent issue. In the event you have any issues with your Cox services/billing please feel free to contact me at ***
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

August 28,
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
We apologize for any miscommunication on our partYou should have been notified at the time the services were ordered that the monthly rate will increase after monthsAfter the initial sales contact we do not inform customer again when the rate will increaseWe take full responsibility for the sales agent not informing you of this information
I will remove the remaining balance from your account totaling $Your account currently has a zero balance
It saddens me that you chose to disconnect your servicesI would like to extend an offer for you to reconnect your servicesThe current retail rate for Preferred internet is $and you are renting a modem for $per monthMy offer is $for months and I will provide you with a free modem (retail rate $129) so you will not have $rental feeAfter the months the price will increase to the retail rate
If you do not reconnect your services you must return the modem to us to avoid be charged for unreturned equipment
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
*** ***
Executive Relations
###-###-####

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 below
I need a newer, functional HD-DVR to be delivered, not have my 2nd floor condominium be certifiedThe respondent fails to point out the six technicians who spent multiple visits & dozens of hours trying to find the problem between July, & July, 2011, as well as the technician here recently (1/31/& 2/1/2014)The former's equipment readings pointed to the cable feed as being the problem & after a highly contentious meeting with the HOA, had a new cable pulledStill failures occurred...it took the 5th *** *** HD-DVR (*** *** * *** to finally have full HD channel functionality (which unfortunately only lasted a few months)I have been through several more of those *** *** boxes until I received a *** HD-DVR that seemed to have lasted longer than the *** *** ones (probably a mistake)It was manufactured in The only issue with this one is just channels have stopped receiving audio only *** * ***The latest technician just tried to upgrade me for additional $per month to get the same *** box he was holding in his handsBottom line is I am tired of technicians showing up & blaming the feed, then try & upgrade you by talking with sales to OK installing the newer equipment with an upgraded planWe pay over $per month for this service & that is plenty enough to receive equipment that is newer than years old & refurbished in a foreign country by who-knows-what-level-of-competence technicianAfter this many failures, I question the electrical integrity of these units & what level of fire risk we are exposed to by CoxBesides, I have been told by Cox service personnel that these *** boxes were being used in other Cox cable territories, just not ours (is this why we in *** *** are forced to use older *** refurbished units?)
Replacement *** *** *** *** or no acceptance
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10216921, and find that this resolution is satisfactory to me
Regards,
*** ***

The COX Communications closest local address for retail center is : *** *** *** ***, CT and for the local franchising authority it is CT *** ** *** *** *** ***, CT ***. I hope one of these are the correct address you need. If not
let me know and I'll look further or call the local number I have on my billing, which is ###-###-####. Thank you *** **

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10871518, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The reason no one called is because my husband works all the time and I know live out of stateWhen he told me the repair man never called him back as he said he would and that the internet was still not workingHowever he has already informed me that they can turn the services offThe reason there was an unpaid balance from the previous address is because no one informed us the account number was going to change and I didn't even get into all of that and how I finally found out about thatAnyhow to watch about five channels is not worth all thisHe works from the school system so internet he can use there. So at this point I guess you can just turn it off, unless we can get a cheaper package without the phone
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10349793, and find that this resolution is satisfactory to me.
Regards,
*** ***

I have did a complaint for cox last monthI got a call from a manager she told me if I have any more problems to give her a call I have called and got voice mail she has never called me backI am still having problems with cable now have called tech support not getting anywhere