Cox Communications

Dear Revdex.com,
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Cox Communications is responding to the complaint filed with your office on 1/26/and assigned the complaint ID of ***
We have not been able to speak directly with our customer regarding this complaint, but would like to offer some insights on the technical issues mentioned in the complaint Cox records show that there is only one reported issue with the modem, and it was resolved over the phone with a technical support agentIf additional issues exist with internet connectivity we would be happy to have a technician to the home to review the matterThere are multiple factors that can result in an intermittent internet connectionIf the issue is with a hard wired connection the wires or point of connection should be inspected to assure they are intactIf the issue occurs with a *** connection the issue can be interference from electronics, or customer equipmentAnother factor is the download speed of the internetA *** signal will be less than a wired signal and, depending on the tasks being executed, can result in a slower or even dropped connectionCox recommends a minimum speed of 15Mbps to support a basic, single band *** connection
We have reviewed our customer’s billing and have verified that the rate is as our customer expectsWith regard to the billing questions, the Executive Resolution Specialist assigned to this matter has not been able to speak with our customer regarding the issue but is available to discuss the detailsWe apologize for any less than exemplary interactionThese matters are reviewed and addressed internally as necessary
Respectfully submitted,
Cox Communications Executive Resolution Team

We are sorry to hear that our customer has concerns regarding their billing.Upon receipt of our customers concerns we reviewed our customer’s account and found that jour customer has been billed for four pieces of equipment since establishing cable services on October 19. This information has
been reflected each month on our customer’s statement, and our customer has not made any calls into our call center to report any billing dispute. Regarding our customers return check charges that were billed on their statement, our customer called into our call center on November 28, and set up a payment to be taken out of their account on December 12, 2015. One the same call our customer made a payment for $to restore the services. Our customer was aware that this payment would be taken out of their account on December 12, 2015. Additionally our customer was signed up for easy pay in this call. We called our customer on December 02, to advise our customer that we needed them to complete the Easy Pay information that we sent to their email. Our customer’s statement that was dated December notified our customer that their account was set up with easy pay and not to pay the balance because it would be deducted from account on file. Our customer did not call us when she received this statement, nor did she advise our agent when we called that she did not want to subscribe to our Easy Pay Services. At this time we are unable to apply an adjustment for the return check charges because these fees are valid because the funds were not available at the time we attempted to receive the funds.We thank our customer for bringing their concerns to our attention, and apologize for any inconvenienceThanks for choosing Cox CommunicationsExecutive Escalations Team SE

Dear *** ***,
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs. I am in receipt of your complaint letter addressed to the Revdex.com in regards to your internet service.
Our records show that on June 11,
you spoke with our Tier Technical support representative ***. After extensive troubleshooting, it was determined that a replacement modem may resolve your service issue. As a result, a complimentary modem was mailed to you on June 12,
Cox would like to apologize for any inconvenience we may have caused you prior to resolving your service concern. I am available for any additional questions and/or concerns you may have regarding your Cox account. My office hours are 8:00am to 4:30pm
Respectfully,
*** ** ***
Office of the General Manager
Cox Communications, California
###-###-####

May 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 reviewed your compliant and account
After speaking with you about your experience that day I applied the credit for the late fee and service call fee to your account
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 is experiencing issues with their services as well as has concerns regarding their monthly statement. Upon receipt of our customers concerns we have reviewed the account and see that our customer has not reached out to us to report any issues with their
services since March 18, 2016. We invite our customer to reach out to our Technical Support Team for assistance with any issues they are experiencing with their services. Our Technical Support Team is available hours a day, days a week, and can be reached at ###-###-####Our customer’s services were temporarily interrupted on January 25, for nonpayment. Due to our customer not making any payment on their account we completely disconnected their services on February 16, 2016. Our customer made the payment and requested to have their services reconnected on March 01, 2016. We explained to our customer at the time of reconnecting their services that they would not receive the previous promotions applied. Additionally our customer has been billed for the mini boxes each month since March we notify our customer on each billing statement that we will only review billing disputes up to days from the date the bill was received. At this time we are unable to justify issuing any adjustments to our customers account due to us being unaware of any service issues, and due to our customer’s services being interrupted for nonpaymentWe thank our customer for bringing their concerns to our attention, and apologize for any inconvenience caused Sincerely Cox Communications Executive Escalations Team SE

In early September, I called Cox Communications to request service for Internet, Telephone, and TV to our homeWe were told and service could be started right awayI said we had never had internet service to the house so there was no cable running to the propertyCox said they could install the service lineWe said great and confirmed we were eager new customersI asked for a install dateSept 27, I was at the residence and a service tech cameThe tech could not install the service because he could not locate the nearest Cox line boxFrom that point on we have had four Cox Service Techs come by to do the install but no Cox internet line was ever run to the property I asked each Tech to report to Cox that the internet line still had to be run to the propertyI also called Cox on at least a dozen times about getting the install completedEach time they said it would be done, would give me a date, but no construction crew ever came to install the internet line from the st

Complaint: ***
I am rejecting this response because: It was Sunday at 7:30A.Mand I had to wait for the TV guide to download and the pinwheel never stopped spinning the whole time and other examples may be to wait to copy a form or to print a form, etcI sometimes look up at my page when I'm writing and not all the letters have caught up yet to complete the word and then they start popping up
It's a question of useable speed, which is not consistentThere are other days it's betterThey're answer to the problem is to check with tech support to make sure I have the correct speed, which then becomes from tech support a suggestion to complain to customer support as wellSo, it's a circular solution and endlessI'm just trying to say that no matter what the service they should have a basic useable speed for allI was ready to call on Sunday to report what I call "dial up" speed from the old daysBut, they've all heard me say that at least onceThose who want a breakneck speed can order it and pay for itI'm just asking for what's fair no matter what the basic priceAll customers should be able to process whatever they need in a more timely or consistent patternI know I'm asking for management to look at that whole issue of fair serviceIt might be a big shift for them to make, but it's necessaryIf it takes a better overall speed, then increase it and stop spreading the miseryI'm not sure about the issue of leaving me phone messages, so DON'TI prefer to have all answers sent to Revdex.com in writingI'm not a negotiator
Sincerely,
*** ***

Revdex.com:
Dear*** *> ***..I am on the board of the HOA' ( North Park River Oaks) *** ans *** Mississippi StSan Diego, Calif 92104, and per your letter am authorizing Cox to REMOVE the outside cabling and repair the damage to the utility shed..the side of building and roof where holes were drilled, glued, nailed etc and conduits applied We are Not authorizing any cable on the outside of the building roof etcPlease advised a board member when this re[air will take placeMyself at *** or *** *** ***-
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,
*** ***

Ms***,
Thank you for the additional information. The charges were broken into deferred charges of $33.00. In order to credit the total $charge, we needed to post the remaining two $charges in which is outlined in the statement you provided. Please contact me with any additional information
Respectfully,
*** ** ***
Office of the General Manager
Cox Communications, California
***

We are sorry to hear that our customer may have received some information regarding the pricing of the services. After receiving our customers concerns we reviewed the account, we do not see any notations of an agent telling our customer that they would be able to receive an digital box for
$2.99. We do see notes on the account where our customer has called repeatedly stating that she was told this information.Striving to live up to our mission statement “To be the Most Trusted Provider”, we are willing to install an HD box in our customer’s home. The HD box will have the Contour Guide, and receive the same channels as the other box in the home. The price of this box would be $a month for months. We will credit the difference in the price of the box to where the customer would only pay $a month, in one lump adjustment amount of $24.24.We thank our customer for bringing their concerns to our attention and for the unique opportunity to serve them through this avenue. Thanks for choosing Cox CommunicationsExecutive Escalations se

We are sorry to hear that our customer has concerns regarding their experience in our retail storeUpon receipt of our customers concerns, we reviewed our customers account and see they spoke with one of our Customer Resolution Specialist regarding their concerns. Our Customer
Resolution Specialist has submitted the feedback to “Alberts” Leader for coaching and development purposes. Anytime a customer completes a self-installation there is a $self-install charged accessed. This charge is charged whether the customer purchases the equipment by making the payment at the store, or if the equipment charge is billed. We noticed our customer stated they wanted to return the equipment. We allow all customers to return their equipment for a refund within days from the date of purchase. We thank our customer for bringing their concerns to our attention, and for being a valued cox customerSincerely 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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
--------------------------------------------------------------------------------...⇄ /> The Cox representative said all refunds are credited to me in the previous replyBut I do not see the $prorated refund for the 11-day service cut-off credited to my new account (The Camden Old Creek bulk account).-----------------------------------------------------------------------...⇄ /> Regards,
*** ***

I would like to draw attention to this business's unfair hike of internet charges by over 10% that became effective last monthWith lack of choices this business is using monopolistic practices to arm-twist loyal long time customers to pay more, hiking charges every year, much faster than rate of inflation and hurting their customers in the process
I have been a Cox customer over three years and rates have risen quite a bit during the time periodCox loyalty customer service associates are very unhelpful and push their customers to pay even more when the customer complains to them about the rate hikeThey know that the customer has no choice as there is no other cable internet provider in our areaI wish the business was more human and less greedyHope they are listening and will do something about hardships they make their customers face - for customers will switch as soon as there is a better optionYou can;t keep treating us this way forever

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 belowJune 27, *** ***
*** *** *** * ***
*** *** ** ***
***
***
Cox Customer # ***
Dear Ms***,
I reject in whole your response for the reasons stated belowInstead, I ask to be contacted by a supervisor in the Cox Corporate Complaint Escalation Department, or another person with the authority to resolve these issues and reasonably satisfy my demands to be compensated for out-of-pocket expenses, loss of income, inconvenience, and other impacts for service interruptions by Cox High Speed Internet, Account # ***This is not only about email service, which is an INTEGRAL aspect of services provided by ANY ISPI have expert testimony to support that statementEmail is a necessityColleagues worldwide know me by my email address,which I've had for 27-1/yearsReaders of my published articles in the United States, the U.Kand the Netherlands know me by my email address, .
Your statement is not only false, but it is the equivalent of pouring gasoline on a small fire, and turning it into a raging infernoYou could easily have extinguished this "fire" by using common senseInstead, your untenable position escalates and intensifies my determination for a more just and reasonable resultI'm sure that the million readers of my Examiner news analysis and aviation reports would laugh at your statement that email is not part of Internet serviceFor many Cox customers, email IS the ONLY part of Internet service that they useMy neighbor, *** ***, is one such exampleShe is also a Cox Internet subscriber and only uses email serviceIf there is customer dissatisfaction, to ANY degree, *** would resolve it immediatelySame for ***Same for **Same for ***Same for any corporate officer who understands their vulnerability in the competitive marketplaceMs***, instead of offering me a solution, you blame me for calling attention to these real and pressing Cox service deficiencies, and offer a ridiculous excuse trying to divorce and separate yourself and Cox Communications from all responsibility for Cox Email and Cox Cloud Drive Services, which you provide, by contract, to your subscribersIn I had FASTER EMAIL SERVICE from my *** diaccount then the agonizing delays that I encounter on some days from CoxYour own service technicians are equally frustrated and understand the weakness of your positionOne Cox employee told me that he has logged literally thousands of TRENDING complaints from Cox customersHe spends most of his, he told me, trying to appease angry Cox customersI have no doubt that your distorted corporate mindset accurately represents Cox Communications, and this will eventually cut into your bottom line, but also lead to your corporate demiseCompanies that don't keep their customers satisfied are on a one-way road to extinctionCustomer Service means Customer Satisfaction which translates into customer loyalty and Corporate profitsThat's basic Business Your first question, Ms***, should be: "Mr***, what would it take to make you happy?" Instead, you go "all in" with an untenable position.
You asked me in the past to contact you immediately should there be ANY ongoing issues with my Cox subscriptionAnd, by the way, just try to offer and sell Internet service WITHOUT emailInstead of keeping your word, your promise, and your integrity, your have repeatedly four (4) times IGNORED my email and voice messagesWhy did you, *** ** ***, provide me with the following contact information:
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-#### (office)
###-###-#### (cell)
***
Ms***, you have already established bad intent, misleading representation, and sealed the deal on escalating this URGENT and PRESSING issue furtherAny impartial third party will be able to easily understand the cost, impact, personal expenditures, and related frustrations resulting from multiple complaints by myself and other Cox usersYou can dig your untenable hole deeper and deeper if you foolishly think that will resolve my complaints, and stop an enormous onslaught of bad press and customer dissatisfactionJust try to hold back the tide of rising irate consumersThat's why Cox is on the decline, and the Corporate giants that I previously mentioned are industry leadersThere are MANY COMPETITIVE ALTERNATIVES to Cox Internet serviceHere's a detailed log of my contacts with your Company over issues with the Cox Cloud Drive, related stand-alone applications, and more recently, daily email outages and service interruptions:
06/23/Email outages - calls to Level I and Level II Cox technicians - *** said, "This is a highly trending issueThere have been multiple complaintsI understand your frustration." Open Ticket # ***
05/27/Cox Cloud Drive image issues - calls to Level I Cox Cloud Drive technicians - *** from 5:p.mto 6:p.mPDT"I apologize to you for failing to resolve for nearly months a series of issues." Ticket # # ***, # *** and # *** of 03/31/05/27/Call from ***, Cox Cloud Drive Level I technician on Wednesday, 05/27/at 2:p.mre: Ticket # *** "Newer iOS devices after iOS not supported by Cox Cloud Drive App, causing blurred images" Original excuse was that Cox Cloud Drive did not support *** iOS THERE IS NO *** iOS 8.5!!! Most current *** OS is This was from a Level III Technician05/15/at 2:p.mPDT Call from ***, Cox Level II Technician: "Issues escalated to *** in operations and blurry image issue escalated to *** in development"05/15/at 2:p.mI called Level I Cox Technician ***: " ***, Level II Cox Technician will call you back in minutes."
05/06/at 5:p.mPDT Called *** ** *** at ###-###-#### (cell) on Wednesday, May 6, at 4:p.mand left Voice MailNO REPLY
05/06/at 4:p.mPDT Called *** ** *** at ###-###-#### (cell) on Wednesday, May 6, at 4:p.mand left Voice MailNO REPLY
05/02/Received message from Cox employee *** * on May 1:PM: I forwarded your comments to our App Development Team*** **"
05/02/at 4:a.mPDT Email message to *** ** ***,Review of Cox Cloud Drive App In *** App StoreNO REPLY
05/02/Replied to *** L on May at 11:AM with additional information05/02/Received message from Cox employee "*** *" at 9:AM: "I've asked our leadership to take a look at this and see what further assistance can be provided."
04/30/at 4:p.mPDT Email message to *** ** ***,"Please help with a pressing Cox Internet issue"NO REPLY
04/30/Again posted message on Cox Technical Support forum to Cox employee *** *, stressing that these three (3) Cox Support tickets were still unresolved:
***
04/28/at 2:pm PDT to 3:pm PDT [minutes call duration] Call to ***, Level I Cox Technician regarding Ticket # *** and # *** and # ***
04/24/at 4:p.mPDT On hold until 5:p.mPDT - minutes - no response from Level I technician
04/13/at 6:p.mPDT Name Not Given - Level Technician, Ticket # ***Told me to call ###-###-#### and ask to be transferred to Level 04/13/at 11:a.mPDT Call to *** - Level Technician re: Ticket # ***###-###-#### Option # 04/10/3:pm to 3:pm Telephone and Remote Logon Session with *** Level TechnicianHe removed some regenerating Cox Cloud Drive Directories and further explored the issueAFTER SESSION the photos on my Cox Cloud Drive iOS again appeared blurredThere was NO PRIOR TELEPHONE APPOINTMENTAgain, my work flow was interrupted04/06/Posted messages on the following Cox Technical Support forums asking for assistance:
***
***
***
03/31/at 1:pm Called ###-###-#### and spoke with *** and Samar Cox Level Tech SupportOpened Ticket # ***Initial report: "Uploaded Photos are BLURRY when viewed on iOS device"
I have ADDITIONAL documentation, affidavits, and other supporting materials, but in the interest of brevity I will stop hereI reserve my right to produce or add this information at a later timeMs***, I repeat my initial request to be contacted by a Supervisor in the Cox Corporate Complaint Escalation Department, or another person with the authority to resolve these issues because you have failed to credibly and reasonably respond to themRegards,
*** ***
*** ***
*** *** *** * ***
*** *** ** ***
###-###-####
***
Cox Customer # ***

Dear Mr***,
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 Cox service was installed at your residence on April 11, 2016. A promotional offer was applied onto your account with the following services for $for months.
Essential cable with premium channels
HBO, STARZ, Cinemax, Showtime
Premiere Internet
Mbps download/ Mpbs upload
Premiere phone service
Unlimited long distance to Mexico
Unlimited long distance
Voicemail
However, the promotional offer does not include DVR service, rental equipment, and fees/taxes. Therefore you have the following service, rental equipment(s), and fees onto your account for an additional charge
DVR for $(discounted rate for months)
DVR service with no discount is $a month
cable boxes
$x = $
Modem rental fee $4.54 (discounted rate for months)
Modem rental fee with no discount is $a month
Phone FCC fee is $a month
Monthly estimated tax = $
$+ + $+ + $= $with estimated tax total is $a month
Per your complaint you expressed the original representative quoted you $a month with the current services you have with Cox. I truly apologize that she provided you the incorrect information. I will ensure to provide the proper coaching and feedback with this representative and their Leader.
Due to inconvenience I have applied a $credit onto your account. The credit adjustment 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 --------------------------------------------------------------------------------...⇄ *** Office of the Regional Manager
Executive Customer Resolutions Specialist, California
toll
Federal BlvdSan Diego, CA
Monday through Friday, 9:00am-5:30pm
Tell us why here

Dear Ms***,
Thank you for allowing Cox the opportunity to serve your communication needsWe are in receipt of your complaint letter in regards to the technical issues you have been experiencing. I have conducted a thorough review of your account and have determined the
following:
Our records show that you installed cable, internet and phone service on October 21, 2014. Since your install, we have record of receiving calls from you reporting issues with your cable service. You have now disconnected your services and incurred $in early termination fees of which $was for cable
As a good faith gesture, I have credited the cable portion of your early termination fees leaving an account balance of $96.89.
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 former Cox account
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

Dear Mr***,
Thank you for this additional information. Unfortunately, this promotion is no longer available. However, as a good faith gesture we have issued a lump sum credit to your account in the amount of $180. This amount represents the difference in the promotional amount ($19.99) and your billed amount ($34.99) for 12-months
Mr***, 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
Respectfully,
*** ** ***
Office of the General Manager
Cox Communications, California
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10172603, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** ***
-Cox refused to take my resolve my account via the credit bureaus
-Cox refused to acknowledge the complete lack of ethics inside their company
-Cox refused to pay me for time lost from work due to their inept customer service (days)Plus it was a nightmare switching over to AT&T Uverse (Not a Cox issue) in which I had NO internet service for a MONTHThis also cost me a LOT of money, as I do business over the computer
-Cox refused to take ANY responsibility for their incompetent and unethical conductPathetic

Dear Mr***,
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 new installation of service.
In reviewing our records, it appears that you have an installation scheduled for September 16, between 1-3pm. Cox would like to apologize for the delay in adding your address into our system. As a good faith gesture, we have applied a $service credit to your account
Again, please accept our apologies for these delays. 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
###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10871518, and find that this resolution is satisfactory to me.
Regards,
*** ***