Cox Communications

February 9,
We want to thank our customer for taking time from her busy schedule to bring her account issue to our attention. The complaint that she filed was sent to our attention for research and resolution. We are sorry to hear
that our customer felt that she had no other recourse than to contact the Revdex.com to get her concern resolved. We apologize for the poor customer experience that he encountered
Hello Consumer,
Thank you for affording us the opportunity to serve youWe have reviewed your complaint and account
After reviewing the account it shows that our accounting department has denied the claim for the payment to get returned because we do not have a copy of your receiptI will continue to work with our accounting department to track down the account the payment was posted toAs a judgment of good faith I applied an adjustment to your account for $
Please allow me to reassure you that we have addressed all of your concerns
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
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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 early termination fees billed to your account.
In reviewing your complaint and account, I have agreed to waive the early termination fee of $182.51. This credit will reflect on your next billing statement
Please accept our apologies for the poor level of service that has caused you to switch providers. I am available for any additional questions and/or concerns you may have regarding your Cox account
Respectfully,
*** ** ***
Office of the General Manager
Executive Offices of Cox Communications, California
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Revdex.com: I have reviewed the communication from Cox but continue to wait for a resolution They have come out to my home on 5/and traded out cable boxes and attempted to try another cable modem which didn't work I am not sure how this process works but I do continue to have tiling on the same day they came out to swap cable boxes I would rather keep this complaint open so I can continue to see if we come to a resolution We seem to still be looking for an answerThank you!
*** ***

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
Regards,
*** ***
I contacted Cox on Oct and NovThe response fails to account for the fact the I requested the account closed on Oct I have an email stating the account was closedBut the service was reconnect again without my permission and I was even bill for the reconnectionThis is proof that it is a systemic issueWhat new controls are in place so this does not happen to me again? I request a copy of themAlso, unless I fill out a survey no action is takenThe only reason the account is now closed is due to my persistance and not the actions of Cox The web page must provide an avenue for customers to deal with these issues I again request a letter explaining the error so I may provide it to the credit reporting agenciesI cannot trust the companies word that they did not run a credit check.
Thank You,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

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.Thank you for your services I STILL need an amount of the "cable" services that they supposedly creditedI'll take care of the phone issue
Regards,*** ***

I signed a year contract with Cox Business for my company in for digital telephones (IP Centrex) and internetBy the end, I was paying over $per month for internet and six phonesThe internet service was reliable, however the IP Centrex phone system was very unreliableI was guaranteed 99.99% up time on the phone system, but that promise was not delivered or backed upOver the course of the last two years, our phone system has gone offline over times for ranging lengths of timeOn three occasions, the phone system was down for longer than a hour periodOn one occasion, the phone system was down for three daysGiven that I am in the type of business that charges by the hour, loss of time on the phone means thousands of dollars lost for the businessCox was never willing to credit my account for the loss of service, even though their promise of 99.99% up time was breachedA problem with Cox is that you will deal with many different people if you have service requests or issuesYou will never have a dedicated representative to assist you over the course of your contract or serviceOne service representative told me I could add phones and lines and remove them at my discretionBut, then once I added phones and lines, I was told by another representative that once I added phones and lines, I was locked into them (and the increased price) until the contract was overUnfortunately for me I had acquired three phones and lines for a tenant that came and went, and then Cox forced me to pay for three phones that were not used for six months (roughly $per month)Overall, I had a very poor experience with Cox at my officeLooking back, I wish I never entered into a contract with them for phone servicesI would have only taken their internet on a month-to-month basis with no contracts and sought phone services elsewhereNow, I am with a VOIP phone service that provides phone service for everyone in my office and all the same options that Cox offered, but for only $per monthI have never had any downtime with the VOIP service and it is much more convenient to have everything on the web and having an application on my cell phoneThat is over $in savings compared to Cox for a much better serviceI do not recommend Cox's phone services

Dear Ms***,
face="Calibri">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 in regards to the quality of your cable service. I have conducted a review of your account and have determined the following:
Our records show that you have contacted us several times since April 13, to report issues with your cable service. We have sent technicians to your home as well as applied approximately $in service credit for the intermittent issues you are experiencing
Prior to issuing any additional credits, we would like to resolve your service issue. Please contact me directly so that we can arrange a convenient time to have one of our Field Supervisors visit your home
My office hours are 7:30am to 4:00pm, Monday through Friday
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
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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. I have detailed a solution that I would accept with explanation below:
Yes, on 6/29/we did agree to a change in my plan that
resulted in a new monthly rate of $that should have been good until
6/29/However in September of Cox took away the phone plan I had in a
breach of contract and replaced it without my knowledge with one (a $a
month plus cent per minute plan) that cost me more per month because it
charges me long distance rates for local calls that were free before(yes and area codes are local San Diego area
codes and should never be charged as long distance)
As far as the discounts you have applied on 3/10/2016, I
have yet to see them because they were applied yesterdaySince I received only
two (2) months of discounted service (6/29/-9/2015), instead of the year
we agreed upon, my current discounts that started on 6/29/should be
extended to 3/10/2017, the same as my new discounts, so that all the account discounts
will end 3/10/After that date I will give Cox an opportunity to keep my business,
but I will be shopping for the best deal at that time as well
Regards,
*** ***

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
Like I had said in my first email to Revdex.com, I did call cox communication to try to resolved this matter without getting Revdex.com involvedWhen I spoked to one of their cox agent she does not want to change the billing rate and she kept on saying over the phone that's just the way it isI am glad that this issue is resolved, I had mention earlier I had no problem paying what I owed to cox but don't change my billing rate for international without notifying me about the changesThank you very much Revdex.comI will wait for the next billing cycle from cox and hopefully they change the rate for cent / min for the international calls that I madeThank you for helping me resolving these matter
Sincerely,
*** ***

January 28,
We want to thank our customer for taking time from his busy schedule to bring his account issue to our attention. The complaint that he filed was sent to our attention for research and resolution. We are sorry to hear
that our customer felt that he had no other recourse than to contact the Revdex.com to get his concern resolved. We apologize for the poor customer experience that he encountered
Hello Consumer,
Thank you for affording us the opportunity to serve youWe have reviewed your complaint and account
I do apologize for the misinformation that you received when upgrading your services
Since this complaint was filed you removed the phone services and your bill was lowered down to $monthlyI added an additional offer to lower the rate to $monthly for months
Please allow me to reassure you that we have addressed all of your concerns
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
###-###-####

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* 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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowI will accept this as a partial remedy, however my cable is out once again, We have now had reps at our house six times and apparently someone will need to come for a seventh time. The last few times they claimed to check absolutely everything, inside and out. It will work for a few days and then be completely off again. I am at a complete loss as to what to do from here. Each visit requires me to take time off work to be there and we have three dogs that need to be kept separate from the workers. I have been with Cox for over years and cannot understand how it is possible that the cable boxes suddenly cannot work more than a week. This is way past the point of ridiculous, we have spent most of the last 2-months without cable service, plus hours on the phone and hours accommodating technician visits. I believe it is long past time to change to a new service
Regards,
*** ***

January 13,
We want to thank our customer for taking time from her busy schedule to bring her account issue to our attention. The complaint that she filed was sent to our attention for research and resolution. We are sorry to hear
that our customer felt that she had no other recourse than to contact the Revdex.com to get her concern resolved. We apologize for the poor customer experience that he encountered
Hello Consumer,
Thank you for affording us the opportunity to serve youWe have reviewed your complaint and account
I credited the account for $for the months of CinemaxI also noticed that you do enjoy our premium channelsI added a camp that gives you all of our movie channels for $a month for monthsIf you are not interested in this change please give me a call and we can work on something that caters to your needs
Please allow me to reassure you that we have addressed all of your concerns
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
###-###-####

We are sorry to hear that our customer has concerns with missed appointments. Upon review of our customer’s account we were able to determine that our customer’s services have been successfully installed. We realize that our customer’s time is valuable and have issued our customer a
credit in the amount of $for the inconvenience. We thank our customer for bringing their concerns to our attention, and for being a Valued Cox customer Sincerely Executive Escalations Team Cox Communications Tell us why here

We are sorry to hear that our customer is experiencing issues with accessing their email address While Cox Communications supplies our customers with access to the internet, we do not support computer or email related issues beyond ensuring the server information is correct. We
offer an al a carte service called Cox Tech Solutions, that our customer is subscribed. Cox Tech Solutions assist customers remotely with PC Clean up, email issues, program questions, and installation of programs. At this time we do not offer a service that will have a computer repair go out to our customer’s home. We invite our customer to give our Cox Tech Solutions Team an opportunity to assist her remotely with her concerns. Our customer can reach Cox Tech Solutions directly at *** ***), they are available hours a day days a weekWe thank our customer for bringing their concerns to our attention and for being a Valued Cox customer Sincerely Cox Communications Executive Escalations Se

We are sorry to hear that our customer experienced issues with their data services.Upon review of our customers account we see that our customer has called into our Technical Support Team regarding her concerns with her services not working. Our Technical Support Team scheduled a technician
to review our customers concerns on May 22, 2016. We have issued total compensation for our customers concerns in the amount of $69.10. Which is more than our customer pays us for a month of data services. We apologize for any inconvenience our customers service issues have caused, and appreciate the unique opportunity to serve them through this escalation avenue. Sincerely Executive Escalations SE Cox Communications

Mr***,
Thank you for your email. Cox provides customers with step by step instructions on how to connect their internet service. Unfortunately, since we do not have record of providing you with your router, we must deny your request for replacement
Please contact me directly with any additional questions or concerns regarding your Cox account
Respectfully,
*** ** ***
Office of the General Manager
Cox Communications, ***

Dear Ms***
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 a rebate offered to you at the time of establishing services. In reviewing your account, I have determined the following:
Our records do not show that you would have not qualified for the $rebate as the cable portion of your services is paid by your apartment complex/association. However, it does appear that this was not explained to you
Although you do not qualify, Cox has applied a $credit to your account which will reflect on your next billing statement. Please accept our apologies for any frustration this may have caused you. We will use your experience as a coaching opportunity to ensure that accurate information is provided to our customers
Again, please accept our apologies. I am available for any additional questions and/or concerns you may have regarding your Cox account
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
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Dear MrE***,
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 you had a couple of promotional offers for months from 9/12/thru 9/21/16. However on September 22, the following discounts were applied onto your account for an additional months to help lower your monthly fee
$off Cox Services 9/22/thru 9/21/$any Pak 9/26/thru 9/26/$off DVR service 9/22/thru 9/21/50% off Cox Service Protection Plan 9/22/thru 9/21/$off Modem rental 9/22/thru 9/21/$monthly phone service 9/22/thru 9/21/17
Your monthly service after tax is $for months.
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