Cox Communications

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12253026, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

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 below.
Cox has declined my request at a $600 refund,
they were charging me for an internet speed that I discovered I was only
receiving half of for at least a year. When I called they informed me they
could only give me a 2 month credit for the service I was paying for but not
receiving. This was not an acceptable amount of refund considering it’s been
much longer than 2 months that they have been doing this. When the Internet
Specialist was speaking with me about how my service was being cut in half due
to an old modem, she acted like it was an accident that she told me about
cutting the service once I started to question it. I rent a Modem from Cox
because they are supposed to exchange it out when new modems come out, I have
been paying rental fees for an Old modem much over the actual cost of the Modem
as well. If cox cannot provide a $600 refund, what are they able to provide? 
Regards,
[redacted]

Dear Mr. [redacted],
 
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 you. We 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 have Cox Premier Internet service (150 Mbps / 10 Mbps) for $82.99 with a rental equipment fee of $9.99 a month. 
 
However, I have applied a 2 year promotional discount onto your account on October 21, 2016.  The promotional offer is as follows:
 

$59.99 for the Premiere Internet service
$9.99 Equipment Rental Fee
Total monthly recurring charge for 24 months = $69.98 plus tax total = $70.77
 
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 --------------------------------------------------------------------------------...⇄ Office of the Regional Manager 
Executive Customer Resolutions Specialist, California
877.982.5917 toll
5159 Federal Blvd. San Diego, CA 92105
Monday through Friday, 8:00am-4:30pm

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10249477, and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10291079, and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

At Cox Communications our Customer Satisfaction is our number one goal.  When...

researching the customer’s account we found no mention of any promises of a gift card, or campaigns that were added that would qualify the customer for a gift card.  We do acknowledge that our customer called in June to see if she qualified for the gift card, and our agents explained to her at that time she does not.  We apologize for any misinformation or miscommunication that occurred regarding a free phone with install.  Free phones are only given to customers who self-install their services, due to they do not use the jacks in the home.Looking at the equipment that the customer had on the account we see the customer subscribed to our Contour services.  Our Contour service requires special boxes, which are the newest boxes that we have currently to date.We have also have reviewed the account for calls regarding service issues with the services.  We have found that our former customer called in on July 20 reporting issues with VOD, our technical support team sent signals to the box which resolved the issue.  We compensated the customer $10.00 for the inconvenience, while the customer actually pays $3.84 per day for the cable services.  We know that by sending the signal this did resolve the issue because the customer then ordered an On Demand movie.  If our customer had any issues beyond this point with the services, we were not notified, so we did not have an opportunity to repair any unresolved issues.  While it is true that we bill our services a month in advance our former customer has not made a payment on the account since 06/23.  The balance on the account is correct at this time, and there are no additional credits that are due on the account.We thank our customer for bringing their concerns to our attention, and hope that we will be their choice in the future. Thanks  [redacted] Executive Escalations Representative

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">May 14, 2015
 
 
Ms. [redacted]
c/o [redacted]
[redacted]
[redacted]   [redacted]
 
Dear Ms. [redacted]
 
This letter is in response to your complaint.
 
Cox received your complaint .    When Cox’s account executive, Ms. [redacted], was contacted pursuant to your complaint, she reported that she had spoken to you on April 20, having apologized to you for missing the opportunity to return your call on April 16.  
 
She advised that you had confirmed to her that for the time being, despite an increase in price that would result from exiting your existing commercial contract, you and Mr. [redacted] would prefer to proceed with a month-to-month arrangement  for the business and to remove television service from your bundle of services.    Ms. [redacted] provided Cox’s assurance to you that the television service would be removed from your account and charges would be credited retroactive to January 1, 2015, the date when you had originally contacted Cox to cancel this service.  She confirmed to us that as of April 20, you had stated to her that you were pleased with the actions Cox’s team had taken on behalf of your business. 
 
Ms. [redacted] states that since April 20, Cox’s team has been in regular contact with you to assist with your account.  As of May 12, Cox has received the newly signed month-to-month contract from your office and is currently in the process of working with you to schedule an appointment at your convenience for a technician to complete your new work order onsite, in order to ensure that services have been provisioned correctly. 
 
Again, Cox sincerely regrets any inconvenience or misunderstanding, and appreciates the opportunity to assist you and Mr. [redacted], as a valued and longstanding commercial customer, in resolving your complaint.

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 below.
THE email from COX cable that says they called but received a FAST busy signal just means that I was on the phone talking to someone else.   The good news is COX after over a month, made the correction to my service for the phone.  The bad news is since they are my phone company , they should know that this busy signal means I was on the phone-   since I had my account, I want a busy signal to prevent other callers from bothering me while I was on the phone, someone in their office changed it to go to voice mail, instead of a busy signal.  The reason I like busy signal is I do notlike being interupted  while I am on the phone, and also recieiving incoming calls makes out going faxes I send fail , and I get poor line connection .  SO one problem has been fixed ( I am glad that the fast busy signal was heard when they called ) now my service is how I want it to remain this way.  What they should have know is to try and call me later if they heard a busy signal.  I found out that this problem was corrected when I called last night.    I was also promised a CREDIT to my account which  have not received for this phone issue ,   I did have another problem also with internet for a few weeks and was told I would get a credit for that, each time I called,  I found out that I only got ONE credit for that and no credit for the problems I have had with the phone
I am home now, I am going to try and call the person that responded to my complaint now
I CALLED [redacted] again , and JUST left her a voice mail message at 319pm, I explained on her voice mail JUST now that if she gets a fast busy signal, to please call back in 15 20 minutes or so 
IF I DO NOT answer, she can leave a message in my voice mail 
Regards,
[redacted], [redacted]

Dear Mr. [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 the unreturned equipment charge on your account.  I have reviewed...

your account and complaint and have determined the following:
You state in your complaint letter that you visited our retail location on Euclid and Federal to return your equipment and you were provided with a box and FedEx shipping label to mail in the equipment.  Cox retail policy is and has been to accept and process payments as well as equipment.  In addition, we do not have a shipping agreement with FedEx to process our equipment returns or deliveries.
Based on this information, in order for us to process the return of your equipment, we ask that you provide us with a tracking number to confirm our warehouse received the outstanding equipment. 
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 General Manager
Cox Communications, California
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We are sorry to hear our customer has concerns regarding the data plan (Data Cap), and their experience with downgrading their services. Data Plans (Data Caps) are included in all of our High Speed Internet packages. About 95% of Cox customers are currently on a Data Plan that more than adequately...

meets the monthly needs of their household. However, some households, particularly those with multiple Internet users that enjoy streaming TV or movies, may want to select an Internet package with a larger data plan.  We want our agents to ensure the package that our customer is choosing is a package that will meet their needs; we don’t want any customer to have any surprises. Our customer can find more specific information about our Data Plan limits by going to our website or using the link below that will take our customer to the “Cox high Speed Internet Acceptable use Policy”.  We ask our customer to review item 12 “data usage, data storage, and other limitations” our customer will find the information that was given to her by our agent was correct. We thank our customer for bringing their concerns to our attention and for being a Valued Cox customer.   https://www.cox.com/aboutus/policies.html (Cox High Speed Internet Acceptable Use Policy) https://www.cox.com/aboutus/policies/speeds-and-data-plans.html (Speeds and Data Plans information for High Speed Internet Service)   Sincerely   Cox Communications Executive Escalations Team SE Tell us why here...

We are sorry to hear that our customer is still experiencing issues with their services. Our field service team has reached out to our customer to develop an action plan to ensure our customer’s issues are addressed. Our customers Executive Customer Relations Team Member will follow up with our customer to ensure her service issues are resolved. We thank our customer for bringing their concerns to our attention, and for being a valued Cox Customer.   Sincerely   Cox Communications

We are sorry to hear that our customer is experiencing issues with her services.  Our Executive Escalations Team has made contact and has been working with our customer regarding her concerns since March 16, 2016.  Our customer has our Executive Escalations Team members direct contact...

information for any concerns regarding this complaint. We thank our customer for bringing their concerns to our attention and for choosing Cox Communications.   Sincerely   Cox Communications Executive Escalations Team SE

Dear Ms. [redacted],
 
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 you. We 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 your Cox HomeLife service was disconnected on September 5, 2016 at [redacted].  At the time of disconnection, your account was set up as an “Account Assumption” instead of a regular transfer to your new residence therefore an early termination charge was generated of $688.37 onto your closed account. 
 
Please be advised that I have waived/credited the early termination charge of $688.37 onto your Cox account on October 20, 2016.  However, there is an outstanding balance of $49.01 that is remaining on your closed account for a wireless router that has not been returned to Cox.  The wireless router serial is #[redacted].  Please return the equipment at any of our Cox Solution Stores.
 
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
877.982.5917 toll
5159 Federal Blvd. San Diego, CA 92105
Monday through Friday, 8:00am-4:30pm
 
 
Tell us why here...

Dear Revdex.com:
Our  [redacted] Business...

team responds to Revdex.com case # [redacted]
Upon receipt of the information provided our Business Liaison immediately reached out to our customer to discuss the concerns as outlined to the Revdex.com.  In addition,  our Liaison dispatched  one of our technicians who reviewed the location to ensure the Data was in good speeds and the phone service was working without any issues. Also, our Field and Construction  management team advised our Liaison that the cable lines had been run the way the building manager requested. Also, the lockbox to the building property is not in place because of upcoming renovations to the building.  If the customer is not happy with the way the drops were hung, our customer would need to speak to their building manager.
Finally, our customer opted to not  work with the Business Liaison .  We appreciate our customers patronage and our business management team would be glad to review any further concerns that had not been addressed.  We request our customer e-mail that contact with the request for mangement - so that team can then reach out to our customer. 
 Thank you,
The Customer Experience team

We are sorry to hear that our customer is experiencing issues with her data services. Upon receipt of our customers concerns we have reviewed our customer’s account and attempted to reach our customer on 05/19 and 05/26 so that we can create an action plan to ensure that our customers concerns are...

addressed. Our customer has been assigned an Executive Escalations Specialist that will continue attempting to reach out to our customer to ensure that we address their concerns.  We thank our customer for bringing their concerns to our attention and for being a Valued Cox Customer.   Sincerely   Executive Escalations Team SE Cox Communications Tell us why here...

Dear Revdex.com,
 
0in 12pt;">Cox Communications is responding to the complaint filed with your office on 1/27/2016 and assigned the complaint ID of [redacted]
As Internet usage is currently doubling every two years due to evolving customer needs, we continue to strive to provide the optimal residential broadband experience for all our customers.  Cox also provides the tools customers need to monitor and manage their data usage.  For example, Cox provides a data usage meter on cox.com and on the Cox Connect mobile app that allows customers to track their household’s data usage and amount of data remaining for the monthly billing period.  This is an easy way to check your household’s total monthly usage. Cox will also provide browser alerts when you reach 85% and 100% of your monthly plan and a grace period of two billing cycles when billing begins in your market.  Other online tools are also available to help you better understand and estimate your household’s monthly Internet usage, so that you can proactively manage your activity. While monthly usage allowances are not new for our Internet service plans, Cox, like many Internet service providers in the industry, is making changes to bill for blocks of data used by customers in excess of 1TB in your market.
At this time the 1 Terabyte allowance will remain in place, however, Cox continually reviews our products to best meet our customer’s needs; this change in data allowance is no different. Over time we will review this process, taking into consideration not only the available data, but also the opinions of our customers. The Cox website no only has tips on how to monitor and manage household data usage, it will also provide information on changes to current Internet plans when appropriate, and deliver material on new offerings as they become available.
Respectfully submitted,
 
                                        ...⇄
Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications is responding to the...

complaint filed with your office on 06/25/2015 and assigned the complaint ID of [redacted].
The offer our customer saw when logged in to their account appeared in error.  We are working to correct the page so only offers valid for a specific account can be see when logged in to that account.  We have worked with our customer and have been able to provide the services requested and honor the original offer. 
We apologize for the circumstances that led to this complaint and hope that we have met our customer’s expectations now that this matter has been resolved. 
Sincerely, Cox Communications Executive Resolution Team

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 below.
[redacted],
Do the notes that you have referred to also include the offer to stay with Cox Communications for one year and in doing so I will pay a monthly rate of $78.18 
Cox Communications made me the offer to keep me as a customer otherwise I would have cancelled that very day in April of this year. This clearly now appears to be "Bait n Switch", I took the bait and later came the increases. I will continue as I agreed in April to pay $78.18 each month until April 2015.
 
 
Regards,
[redacted]

[redacted]
 
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 you. We 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.
 
Unfortunately our records show that you have two cable boxes that have not been returned from your closed Cox account# [redacted]-04.  This is why you have write off balance of $447.80. The two boxes that have not been returned have a serial numbers.  Below are the serial numbers for the two cable boxes that need to be returned to Cox.
 
[redacted]
 
Please be advised that once the cable boxes have been returned to Cox then the equipment charge of $447.80 will be credited back onto your closed account. 
 
You can return the Cox equipment at any Cox Solution Stores in San Diego/Oceanside. 
 
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 --------------------------------------------------------------------------------...⇄ Office of the Regional Manager 
Executive Customer Resolutions Specialist, California
877.982.5917 toll free
5159 Federal Blvd. San Diego, CA 92105
Monday through Friday, 8:00am-4:30pm
 
 
Tell us why here...

Dear Mr. [redacted],
Thank you for allowing Cox the...

opportunity to serve your communication needs.  We are in receipt of your complaint letter filed with the Better Business in regards to your experience with the attempt to downgrade your Cox services.  On behalf of Cox, I would like to apologize for experience as what you outlined in your complaint letter is not the level of customer service that we have built our reputation on.
In reviewing your account, it appears that your cable service was disconnected on October 31, 2015.  As a result of your experience, I have issued a credit to your account in the amount of $131.47.  This amount is equivalent to one month of your disconnected cable service.
I have shared your experience with the organization within Cox that is responsible for ensuring that our customers are provided the legendary service we strive to provide during each call.  Again, please accept our apologies for the service you received.  I am available for any additional questions and/or concerns you may have regarding your Cox service.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
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