Cox Communications

Review: Internet service interruption for a week, and can not get an answer as to when it will be restored. I pay $70.00 a month for internet, and usually have excellent connection. When service went down on 2/14/2016 through today I can not get an honest answer from Cox as to why it is down and when will it be restored. I know for a fact that friends of mine are experiencing the same issues with Cox so it is not on my end. It is a service issue. I have had this happen in the past with Cox, but they seem to not care about satisfying small customers' needs. Please look into this matter. Thank you!

[redacted]Desired Settlement: I am paying for a service that I can't use...

Business

Response:

We are sorry to hear that our customer is experiencing issues with their data connection. Upon receipt of our customers concerns we have reviewed the account and see that our customer has called into report that they are having issues with the services, but stated they wanted to swap the data modem out before scheduling to have someone take a look at their issue. We attempted to reach our customer on today to schedule an appointment for us to take a look at our customers concerns however there was no answer. If our customer is still experiencing issues with their services we ask our customer to give a call to our Technical Support Team at ###-###-#### so that we can schedule a technician out to our customer’s home to ensure that their concerns are addressed. We thank our customer for bringing their concerns to our attention and apologize for any inconvenience. Sincerely, Cox Communications Executive Escalations Team

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 11148859, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The problem is not on my end. My modem and router are in excellent working order. I just want an explanation why service has been so unreliable for over two weeks. If Cox Internet was an electrical provider, this would be an even more serious problem. Service is running pretty well now, but I expect it to go down at any moment...Sigh. I am giving it a few more months to decide whether to remain a customer or seek alternate service. I need stability.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Consumer

Response:

Thank you! No further pursuit is desired. I have wasted too many hours already seeking other reliable internet service spots to utilize, and talking to service reps. I can not spend any more time with this. I'll see how the service works in the coming months, and then make my decision whether to seek another provider.Thank you![redacted]

Review: Failure to honor the $200.00 gift card for type of contract signed. Wrong equipment provided, service failure, customer service credits never received

Concerning account #[redacted] I was promised a $200.00 Visa Gift card for the two year service contract after 90 days. Called to follow up after 90 days and told by customer service that it did not exist for my contract. I was told that there was a free home phone with the contract, never received and was charged for it. I asked for the phone three times and never received. The wrong equipment (lesser value) was delivered when transferred service to new address. I was charged for the higher quality equipment anyway. The technician installing argued that it as what I ordered but I was told that it was the wrong device when I turned everything in to the Cox Communications store. The service was terrible. Constant breaks in service, equipment failure, products paid for were not always available for use. When I complained there was a $10.00 credit offered, never received. Was told that when I canceled I had $79.00 credit for paying one month in advance, never received. The amount now due on my account appears that service was never canceled which I canceled over the phone and in person when equipment was returned. When I asked for a breakdown of service I was sent print outs of computer screen shots that don't make sense. I have never seen such horrible service and lies.Desired Settlement: I believe that the entire bill should be credited and or adjusted to zero and no further communication from this business or related collection agency. They didn't provide service, products, and/or bonuses and credits promised.

Consumer

Response:

I have attached the most recent correspondence from the business I have submitted the complaint on. To the best of my knowledge, the address on the attached bill is the one to use.Thank You,[redacted]

Business

Response:

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

Consumer

Response:

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.

1) The description of my call in june was not to ask if I qualify. I was calling to ask when I would be receiving my gift card. The customer service rep put me on hold for quite some time while she searched my account and returned to tell me that I did not qualify and that I was misinformed. It is evident that my sales person created false benefits in order to put me in a package that I didn't really want. I was promised a $200.00 gift card and a free home phone. Neither of which were ever received.2) There was definitely more than one service complaint call. The first one resulted in technician coming out to replace equipment. I believe this was in April 2015. The second was after relocating to the new address on [redacted] Street and was related to breaks in service and channels going in and out. A signal was sent then which was a temporary fix until it happened again. When it happened again it also involved the On Demand service being unavailable. A measly $10.00 credit was offered and never received.3) It is true that my last payment was June 23, however, when I called to cancel service I was instructed not to pay the July bill until I received a statement in August with all final charges calculated. This was due to a credit amount around $79.00 as explained by the customer service rep. Unfortunately, the bill received in did not reflect the credit and all billing correspondence after that did not itemize charges and/or explain how the amount due reached $417.00.I still wish the entire bill to be voided. The response from Cox Cable is not acceptable.

Regards,

Business

Response:

While we understand our customers concerns and are sorry to hear that our customer finds our resoultion unacceptable, our position on this customers concerns has not changed.

Consumer

Response:

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.

Absolutely unacceptable. They definitely do not display any interest in customer satisfaction. I believe the balance on my account is bogus and should be removed.

Regards,

Review: 2. My monthly internet service with Cox was called Essential and was about $55. They raised the prices twice without telling me (they put it in fine print on a statement that they did not send me). I called Customer Service, and they told me that the prices had gone up and I was informed on my statement. I asked for a less expensive service. They said that my service had actually increased from 5MB to 15MB, and that they added a less expensive service at the 5MB. When I asked why they wouldn't have kept me at the 5MB service that I had bought, instead of transferring me to the higher service, he stated that the price increase had happened before the speed increase. I think they are purposefully trying to trick people into paying more money for something that they did not even want. I asked him several times to explain his reasoning, and he kept stating the above mentioned. I still think this is a completely shady business practice, and they should not be allowed to get away with it. Today (I DOUBT coincidentally) I got an email about the MB increase.Desired Settlement: I would like the difference between the service that I had purchased and the new service that I was switched to without being informed.

Business

Response:

Review: Consistently slow download speeds. Speeds as low as 0.5Mbps down/up at times. Slow during the evenings.An engineer visited our house and said he found a problem on the line. He referred the matter to Cox overhead engineers.I spoke with 'support' for the 5th time today and they asked me to ping websites and provide traceroutes (which I did and show nothing). I am network engineer.The fastest speed we are seeing is 20Mbps down / up intermittently and at times it is unusable causing streaming to be interrupted.I pay Cox for the fastest speed possible (150Mbps down) at a cost of almost $1,000 per year for the Internet connection alone. I am also a Cox business customer ([redacted]).Desired Settlement: Refund me for the internet connection speed and more important, please correct the issue. Please send a trained team to my house / area to investigate the matter fully.

Business

Response:

We are sorry to hear that our customer is experiencing issues with his internet speeds.

Review: This company is a complete rip-off. We moved the services within the same complex and the service never worked. After a couple weeks someone came out to service everything only to still have the internet not working. Called in again and was told they would send out another service tech, this gentleman told my husband that there was a restriction on the service that never worked from day on. My husband paid $300.00 on 10.14.15. The bill is now 290.00 for what? I stated I wanted to keep everything as it was @ $146.00 a month with a $10.00 increase for adding the phone. I think we need to change providers. These people do nothing but lie. This is ridiculous!!!Desired Settlement: I would like 2 months of credit considering the service never worked after the install. I would also like to get the service price of $146.00 a month.

Business

Response:

We received and reviewed our customer’s complaint. We also reviewed her Cox account. Our records indicate that our services were installed at the customer’s current address on 8/13/15. An unpaid balance of $133.65 was transferred from the account at the previous address to the account at the current address, at that time.

Our records also indicate that our customer called to report technical problems with her internet service on both 8/14/15 and 8/17/15. A trouble call to address the reported problems was completed, on 8/18/15. Our customer never called to report any additional technical problems, until 10/7/15, which is when the equipment on the account was shut-off because we had not received a payment since 8/1/15.

The balance on our customer’s last statement, which cut on 10/18/15, was $290.56. The balance on the account, before we received the $300.00 payment on 10/14/15, was $474.26. A $75.00 courtesy credit was also applied to the account, at that time. The remaining $99.26 balance and the 10/18/15 – 11/17/15 service fees, taxes and surcharges added-up to $290.56.

Our customer’s monthly rate increased by more than she was expecting, because some promotional discounts had expired. We have since applied some new promotional discounts to the account. The current monthly rate is $165.39, including the Cox Digital Telephone service that had been added. Prorated credits were applied to the account, when the new promotional discounts were applied. Our customer’s current balance is $269.86, as a result.

We hope that the information provided above is helpful.

Thank you,

Cox Executive Escalations SE

Consumer

Response:

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 state. When he told me the repair man never called him back as he said he would and that the internet was still not working. However he has already informed me that they can turn the services off. The 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 that. Anyhow to watch about five channels is not worth all this. He 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,

Business

Response:

We received and reviewed our customer’s rejection. Our customer indicated that she would like us to turn her services off if we cannot provide a cheaper package without phone service. Since our customer is paying just $9.99/month for Cox Digital Telephone service and is receiving a $50.00/month bundle discount for subscribing to three products, removing the phone service from the account would actually cause the monthly rate to increase.

Our customer is currently receiving services that would normally cost her $253.44/month for $165.39/month. We hope that she will choose to keep the services and to continue to enjoy the substantial savings. Should she decide that she would prefer to disconnect her services, all Cox equipment will have to be returned to one of our Solutions Stores. The disconnection will be processed at that time.

Thank you,

Cox Executive Escalations SE

Consumer

Response:

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

Review: My wife and I got cox cable and internet around oct 2015 for the house they had said my bill was only going to about 170 to 220 a month but never explained that I would be charge extra for a fourth room and then around dec 24 2015 I was only passed due 30 and I was told that I had enough time for next month due date before it got disconnected then I was told I made a verbal agreement to have my next month balance due taken iut when I was only told to sign up for easy pay so that I could have the money taken out from my card but I never signed up now there charging me 250 plus 50 for each time the bank rejected the payments. Now I owe 400 plus 300 of cableDesired Settlement: Find a way to fix all this and im willing to pay the amount im really suppose to be paying

Business

Response:

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, 2015 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 $106.46 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, 2015 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 04 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 inconvenience. Thanks for choosing Cox CommunicationsExecutive Escalations Team SE

Consumer

Response:

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.

Regards,

Review: So I we have been paying Cox for 16 years to provide us with our internet connection. My wife and I are photographers and use cox for business from our home. Last week it took 2 days to upload 200 pictures to on online gallery for a client. I called Cox to have them fix the issue. Our internet service from cox has been spotty for years but it takes a lot for me to start complaining about it. Our old solution was to pay AT&T for the DSL line on top of Cox so when COX went out we could still provide for our clients. This is an unacceptable solution.A few years ago I started complaining and some special trouble shooting unit came out gave me a free modem and a years worth of free service to shut me up, they didn't fix the intermittent internet connection but it was free so whatever. We bounced between AT&T and Cox when needed. Our service used to go out a few times a week and we would just put up with it. Lately it is going out every day at random times during the day and night. I called Cox last week made an appointment for Saturday. The tech was supposed to be at my house from 10-noon. We work late so I woke up early just to be ready for the technician. At 11 no technician showed up at my house so I called Cox and was told my appointment was for 1 PM, I called at 230 when no one had showed up and was told that my appointment was for Tuesday at 1Pm, Wow.The first time I called Cox about the issue I was told over the phone that my modem was going bad and wouldn't accept the IP address as it was cycling through the lights over and over again for about 30 ,minutes when I tried to reboot it. The tech guys tested my lines to the pole from my house, and tested the line from the pole to wherever and inferred that my modem was old and incapable of doing it's job so I purchased a brand new 180 dollar modem from them. They also said that there was some problem on the line from the pole to wherever and they they would put in a ticket for something or other. I have run out of characters ...Desired Settlement: Another Tech no solution, more calls no resolution. At 830 AM today I was woken up by a manager after 2 managers failed to call when they were supposed to. I was informed that the data he is seeing does not reflect my reality. I'm getting a 3rd tech out tomorrow. When I asked the manager why he had called me at 830 and woken me up he admitted to not even reading the whole case file. Somehow without reading the documentation he was able to glean that my reality is not actual reality.

Business

Response:

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 have his concern resolved. We apologize for the poor customer experience that he encountered. We reviewed our customer’s complaint and Cox account, when we received the complaint on 10/19/15. We found that a trouble call had been scheduled for 1-3PM on that same day. The trouble call was assigned to one of our in-house, expert techs. We made our tech and his Field supervisor aware of our customer’s complaint to the Revdex.com.Our expert tech and his Field supervisor met with our customer, on 10/19/15. They found some ingress in the area and reported it to our Plant/Maintenance department. One of our Plant techs began to address the ingress issue on the same day. Our expert tech will follow-up with our customer, on 10/22/15, as our customer requested. He will ensure that the ingress issue is resolved and finish addressing our customer’s reported problem, at that time.Thank you,Cox Executive Escalations SE

Review: Despite canceling my service with Cox, and telling them weeks in advance to stop the service on 12/31/14, I continue to receive bills from them, i.e. fraudulent bills for a service that I cannot receive as I do not live there. It would be interesting to find out whether they are billing me, as well as the current tenants, as that would be outright fraud, and should be reported to the FCC.Desired Settlement: Refund for all bills sent after 12/31/14.

Business

Response:

Review: On 2/29/2016 contacted Cox Communications to resolve a issue with my internet service dropping and / or bad connections. As of 5/8/2016 I have made several calls to try and have them resolve the problem but still have not received a resolution. Every tech that has been here has stated the problem is not in my home nor does it have anything to do with the line into my home, but it is somewhere in the lines further down and needs to be traced by the maintenance dept. therefore they put in a ticket to have a maintenance tech to resolve the problem. In order to eliminate any chance of issues within my home one tech went ahead and installed a new line from the pole all the way to the modem and a new modem was installed, which still did not resolve the problem. Therefore he placed a new ticket request to have maintenance come out and locate and fix the issue. Every time a new ticket is placed for maintenance to resolve the issue somehow the tickets are cancelled or they just disappear. Therefore I have to call back, again and again and every time I call they schedule and send out a service tech to check my equipment and lines in my house. this issue has been ongoing since Feb and to date still no resolution. I have had at least 8 to 10 techs out and it is always the same result. Cox knows there is a packet loss issue but refuses to get the problem fixed. During one or two of my many calls to cox I was told they are aware there is problems with the lines and were waiting on a permit to fix the issue. It does not take months to get a permit!Desired Settlement: My service needs to be repaired immediately without any further delays or continued waste of my time to have to keep waiting for a tech to come to my house as this is not resolving the problem at hand as it is not in my home it is in their lines. I also expect an adjustment to my bill for my time and lack of use from being disconnected and not being able to use the service without interruption.

Business

Response:

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...

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID 11438240, and find that this resolution is satisfactory to me. With the exception that until the issue is resolved I still would like the complaint to be open. This issue has been ongoing since Feb. and was not a problem before the storm. Although several attempts has been made to correct the problem it is still an issue.

Cox Communications advertises for a "seamless move". That has not been my experience, I requested my move 2 weeks in advance and spoke to a CS representative to schedule my internet and cable to be seamlessly moved.

After the move, no services were working correctly. Phone calls to resolve the issues were made daily and no one could troubleshoot the issue from the phone. So a technician was scheduled for 2 days later in a 2 hour time window. My parents, small child, and three very loud and observant dogs were at home the entire time of the scheduled time slot. However the technician decided to cancel my request and give a report that no one was home during the time slot.

Upon calling Cox Call Center to assure them that there was someone home, that the technician is mistaken: the receptionist was rude and dismissive to my issue and told me to call the CS department. I did so and let my CS representative Rick know my extreme disappointment with what they called their "seamless move" package. I requested that the technician be sent out again SAME DAY. But that request was not honored and I was put on a standby list. Rick then had to also enter another work order to have a technician to come out 2 days later.

I am still waiting for my cable/internet services to be moved 1 week after my actual move. I wish New Orleans had another option besides satellite. As I called Eatel, ATT Uverse and Charter to try and get another service provider, due to such a disrespect of a loyal customer since 2002.

Review: Billing and Charging for service not provided. Got Telephone Bill and TV Service Bill almost twice the monthly Rent on our office and requested disconnection of service. We paid $180 plus against said outstanding charge of $317.81 in June of 2015. After disconnecting service Cox Communications continues to Bill. As of November 20th Cox is asking for $730.07 for services not rendered.Desired Settlement: Actual final Bill that reflects the one month of service

Business

Response:

We are sorry to hear that our customer has concerns regarding their billing. Upon receipt of this customers concern our Cox Business Leaders reached out to the customer to address their concerns. We found no request in our system where our customer requested to have their services disconnected. As a courtesy we have credited the Early Termination Fee ($4,024.07) to the account, as well as issued a credit for being inconvenienced when we had to swap out equipment earlier in the year($74.98). We have educated our customer that they will need to return all equipment, and the remaining balance after the return of the equipment will be the balance due on the account. We apologize for any inconvenience our customer experienced, and thank our customer for allowing us the unique opportunity to serve them through this venue.Cox Communications Executive Customer Relations SE

Review: On 3/8/15 cox sent me my monthly statement for internet only.Which is usually $42.39 and I had a charge for $283.40 for equipment.When I talked to Cox and several people there, they told me that was for equipment for TV that was lost in Katrina on o8/29/05 at 4514 Bienville st in New Orleans. Since 8/05 that house was destroyed and has had no electricity,gas,water nothing. I do not have this equipment, because my house was flooded and lost everything. Cox insist that I am still liable for this equipment. Would not tell me why in March of 2015 it now appears on my bill ten years later.I do not have TV with Cox since 8/2005 and only internet.Desired Settlement: I would like Cox to take this charge off of my bill for equipment ($283.40)that was lost in Katrina.

Business

Response:

Review: I need Cox Cable to credit my account for the $89 I gave them on December 3,2014 they saw there mistake so please give me my money back toward my bill

On December 3,2014 I went in to Cox Cable located at 2121Airline Dr. METAIRIE,LA .A payment of $86 was made then I asked the gentleman if my balance is good he said I'm left with a $3 balance so I paid that several weeks later I get a courtesy call from Cox Cable saying I owe them $89 plus late fee.I went back to the Cox retail store in Metairie and ask what happen to my payment they took my name and billing number they found the mistake the payment went to someone else account who had my house number while I stood there they sent a report to Atlanta, Georgia to straighten that out I thought everything was clear until I received another courtesy from CoxDesired Settlement: Want my payment credit to my account

Business

Response:

Review: I have been a loyal customer for two years when I recieved a phone call from Cox Communications customer service department in the beginning of October. The representative then asked if I was happy with Cox service and I replied yes but my bill is too high. She then signed me up for a new bundle that added a digital phone and was supposed to drop my bill to $119 a month and some change. They then brought a new modem for the phone as they said they would. When I recieved my next bill it was $179 not the $119 I was promised. I then immediately called their customer service to see why this was. I was conned into a home phone I did not want and then overcharged for it. I stayed on the phone arguing with three different supervisors for three hours to get my bill back to $130 a month which is still not what they called me and offered previously. That is no way to treat any customer. The last person I spoke to said that Cox made a mistake and they would look into it and I agree but strongly feel I should not have to pay for their mistake. This complaint is regarding account number [redacted].Desired Settlement: Bill adjusted to $119 a month as promised.

Business

Response:

Review: hi my name is [redacted] on behalf of [redacted]. it`s convenient store when the lady name ** take over the store then I tried turn on the phone & internet but I did not know they were put it under 3 years contract but then after two month the business did not go well and she have to shut down the store, of cause the service have to turn off , and took the lost. now she does`t have the business, make no money and I have to work on my daily job and struggle with my own bill and they don`t care all they want is 2700 dollar they billed to me to them we don`t have any opportunity to survive even though the business is not exitDesired Settlement: I would like to ask for a contract forgiveness so later on I can still have an opportunity to do business with them.

Business

Response:

Review: The COX internet did a scheduled maintenance in my area. They did something wrong that screwed my internet connection. This was Sunday noon/evening. They send a technician after 48 hrs on Tuesday. The technician identified the problem to be outside the house on one of the power lines on the poles. He scheduled the appointment for repair within 24hrs (according to him/didnt mention any thing he did in repairs). Then when I call on Wednesday, I requested any information about the schedule for repair, left them my number to call back, nothing. Called before close of business day the representative(rep) mentioned that it will take 48 hrs. Then I asked to speak to manager and manager words verbatim is we don't guarantee repairs for home customers, its only guaranteed for our business customer. This person than was abusive, manipulating and lied about everything (SO HAS EVERYONE AT COX). Now this manager (I think named [redacted]) went ahead and canceled all technician request after the phone call in retaliation.I called back on Friday and found out that they will not be doing repairs because of no technician request. He also deleted all his comments toward the customer. SO TODAY (FRIDAY)ON MY PHONE CALL WITH REPRESENTATIVE THEY DON'T HAVE ANY MENTION OF THIS INCONVENIENCE. NO PROBLEMS WITH MY ACCOUNT AS YOUR MANAGER DELETED THE COMPLAIN. WHEN I ASKED THE REPRESENTATIVE TO FILE A COMPLAIN ABOUT THE MANAGER AND HIS ACTION, THEY SAID THAT THEY WILL NOT DO THAT. ALSO THEY MENTIONED THAT SINCE THEY SERVE PEOPLE ON FIRST COME FIRST BASIS I AM NOT GOING TO GET THE SERVICE RESTORED ANYTIME SOON. I WILL LIKE TO THANK THE PEOPLE AND REPRESENTATIVE AT COX ON THE OCCASION OF THANKSGIVING TO NOT CARING ABOUT CUSTOMER,MANAGERS HAVING RETALIATORY ACTION TOWARDS CUSTOMER, LYING AND MANIPULATIVE PRACTICES, NOT PROVIDING CUSTOMER COMPLAINT NUMBER OR WAY TO TRACK YOUR CUSTOMER COMPLAINTS, NO RECORDS OF CONVERSATION SO NO LIABILITY AND LAST BUT NOT LEAST FORCING CUSTOMERS TO WORK DURING HOLIDAYS.Desired Settlement: INTERNET TO BE RESTORED ASAP.APOLOGIES FROM ALL THE PEOPLE/REPRESENTATIVE FOR LYING, MANIPULATING, INCOMPLETE REPORTING OF THE SITUATION.PROPER COMPENSATION FOR THE CUSTOMER BECAUSE OF NO INTERNET FOR ATLEAST 6-7 DAYS (STILL NOT RESTORED), BUT ALSO BECAUSE OF THE MENTAL TRAUMA TO THE CUSTOMER BECAUSE OF YOUR ABUSIVE AND MANIPULATIVE MANAGER (SPOKE TO HIM ON WEDNESDAY), WHO DOESNT REPORT THE PROBLEM AND THEN DELETES THE TECHNICIAN'S APPOINTMENT IN RETALIATION.

Business

Response:

We are sorry to hear that our customer had an unpleasant experience with our Leadership Team, and experienced issues with their services during the Thanksgiving Holiday. We will pull all interactions with our customer and ensure training and development takes places in the areas that are needed. Upon reviewing the customer’s account we found that our customer indeed had a maintenance issue that required our Network Operations Team to come out and further troubleshoot. From our customer’s comments in this complaint, our customer received some misinformation regarding our Maintenance Team time of repair. Our maintenance team has up to 72 business hours to respond to a customer’s concern. Unfortunately our customer service issues ran into the Thanksgiving Holiday, which is a day when all of our maintenance and field service teams are off.The reason our Leadership Team originally canceled the pending trouble call was to save our customer time. Our leadership team was able to see there was a pending maintenance ticket that needed to be addressed before we took any further actions. At the customer’s request when he called back on November 27 we scheduled another trouble for November 28, which the tech found that the maintenance issue was the cause of the customer’s issue. On November 27 our customer loyalty team applied a courtesy adjustment to the account for the customers inconvenience in the amount of $25.00. I have applied an adjustment to the customer’s account for their issues with their services from November 24 – November 30, which total’s 16.50. The total adjustment that the customer loyalty team and I have applied to the account is $41.50.We thank our customer for bringing their concerns to our attention, and for choosing Cox Communications.

Consumer

Response:

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 reply from the COX still didn't answer the question why a scheduled tech appointment for Friday was changed by the manager/supervisor on wednesday (who was also abusive/unsympathetic) in retaliation after I asked for COX policy. Also, the fact that COX now mentions 72 hrs to rectify but representative telling me 24 and then 48 hrs is definitely an evidence of COX's deceptive attitude towards customer or that their staff doesn't now what they are doing. I had to work from office on a holiday weekend because the technician (the manager) had canceled a scheduled visit without informing me and that definitely added insult to my injuries. Also on Friday I was told that there is no complaint on my account which is definitely a sign that this manager did delete the complaint. So, I will like the manger to issue a formal apology and I want to be compensated properly because of the mental anguish and frustration caused by this incident. Thanks a lot Revdex.com,

Regards,

Business

Response:

Tell us why here...At this time our Position to our customers concerns has not changed. Our Customer Experience Team reached out to our customer on December 4, and emailed the customer of a letter of apology for their convenience.We thank our customer for choosing Cox Communications.

Review: Cox missed three scheduled appointments to install my internet. I was moving to a new apartment and wanted to transfer the Cox internet services I had for the last 3 years to my new address. I called Cox on 5/15 and scheduled a technician to install internet at my new apartment on 5/23 between 5 and 7 PM.

On 5/23, I spent the entire day moving furniture into my new apartment. Shortly after 6 PM, I had not heard from Cox about installing my internet. I called Cox, and someone told me that there was NO appointment scheduled to transfer internet to my new address. They said the earliest they could install my internet was Thursday 5/26. I spoke to a manager and told him that having my internet services installed that day was critical. I work for a nonprofit from home, so I had scheduled my installation for 5/23 so I could have a full workday on 5/24. The manager then scheduled my internet to be installed on 5/24 between 8 and 10 AM.

On 5/24 at 8:25 AM, I received an automated call from Cox stating that my internet would be installed that day between 9 and 9:55 PM, directly contradicting what I had been told the night before. I immediately called a representative. She told me that they could not guarantee an installation between 8 and 10 AM, but she checked with the dispatcher and told me that a technician would be on site to install my internet the same day at 10:42 AM. I asked if I could install my internet myself, but it was not possible due to a hard stop on the services that had been attached to the outside of the house in 2014.

By 11:15 AM, no one had arrived. I called again and a representative, Jarron C[redacted], said they would send someone to install internet, but it was an all-day appointment and he could not tell me a window of time when they would arrive. This was extremely inconvenient and contradicted the 3 previous appointments I had been scheduled for. My internet was finally connected at 5:13 PM, 24 hours after the original appointment. I missed a full day of work due to Cox.Desired Settlement: I missed a full day of work due to Cox's appointment scheduling issues and had to wait at my apartment for the full day for services to be installed in my home so I could work. This was extremely inconvenient, and I would like to have my internet bill for the month of June to be completely waived.

Business

Response:

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 $40.00 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...

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID 11471981, and find that this resolution is satisfactory to me. As of 6/8/16 at 11:03 PM, I do not currently see the $40 credit in my account, but I expect to see it soon and will follow up accordingly if it is not issued.

Regards,

Review: Starting mid June my internet has been very slow and has been cutting out every 20 mins. I have had anywhere from 7-9 service calls to my house to fix this problem and none have fixed it. I even had one employee tell me I could rewire cox's cable coming from their outside box to my house because he didn't want to. I even had one of their "managers" get rude with me to the point I had to file a complaint against them. Of course all of this is documented on their notes for my account. I have spent close to 24 hours on the phone with them and have had nothing actually done to fix my internet. I have replaced my modem and router twice now because they kept telling me that was the problem yet it was never fixed when I replaced them. Like I said all of the issues I've had has been documented on my account proving they can tell that it was cutting out. Yet they try to tell me that they want me to pay for these terrible services and that my internet is fixed. I have always paid my bill never had late payments till my internet became unreliable and the signal was weak. This has been the worst customer experience I could imagine and yet they want me to pay for these services. Considering all I have gone through with the service the rude manager the amount of time I've taken off work for them to come and not fix my internet oh and for them to not call me back when they say they are going to it's not unreasonable to have them close my account out and not have to pay the $186 for the lack of service they have provided.Desired Settlement: I would like my bill at $0 and would like my service terminated.

Business

Response:

10/01/16 [redacted] We want to thank you for taking time from your busy schedule to bring your 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 you felt that you had no other recourse than to contact Revdex.com to have your concern resolved. We apologize for the poor customer experience that was encountered. I have attempted to contact you via phone. I left messages for you at ###-###-####. Please reach out to me via email or phone. I am looking forward to working with you to resolve your complaint. Thank you for affording us the opportunity to serve you. Please accept our apology for any inconvenience this may have caused you. . Robert S[redacted] Executive Relations ###-###-####

Review: I canceled my service with Cox Communications in early June after a year of constant customer service issues- I was moving to a new house and wished to be rid of my problems with Cox entirely. I cancelled my service on the phone while speaking with a female Cox representative; towards the end of the call, she seemed to indicate our business was about to be concluded without indicating that I had any further responsibilities towards Cox. Just to be sure, I specifically asked the customer service agent if there was anything else I needed to do or any equipment that I needed to return; I was specifically told that unless I had a cable box DVR, there was no material I needed to give back.About a month and a half later, I received a call from a collection agency on behalf of Cox Communications. I learned that I had, in fact, been charged $135 for not returning a modem despite SPECIFICALLY being told by a representative on the phone that I did not have to. I called Cox and spoke to a supervisor, where I filed a complaint and requested that the recording of my call be reviewed. I was told that it would be, and I would be contacted within 3 days. I called back 5 business days later after not receiving a response; at this point I was told that a mysterious "review" division had denied my claim due to lack of evidence. However, this supposed review division could not be contacted directly (even by Cox supervisors, who claimed they submitted a sheet into a computer with no associated names), had no explanation for the rejection of my claim, offered no proof, refused to send the call recording over so that a supervisor and I could listen to it, and refused to offer the name or phone number of anyone that I could contact to verify the contents of the call.I was told that, since I still would not pay, someone from Equipment Management would contact me within 3 days about the modem. 7 days later, still no returned call, still no proof that I owe them any money, and yet the charge remains on my account.Desired Settlement: I want these charges dropped IMMEDIATELY. I was specifically told on the phone that I DID NOT have any equipment to return. I cancelled my services with Cox not owing any money. It defies all logic that my first indication that there was a problem was a call from a collections agency- no attempt to call or e-mail me to resolve the situation, or even inform me of the charges when they posted. I would like the charges either removed, or access to a copy of my cancellation call to prove I don't owe

Business

Response:

Hello Consumer,

I have reviewed your complaint. We apoligize for the miscommunication. We will be happy to assist with your account, but the account information provided does not match the name on the account. Can you please send the correct address or name for the account. Looking forward to resolving your complaint.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10158595, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The address on the account was 2[redacted], and it was under the name [redacted]. [redacted] is simply my new address.

Regards,

Business

Response:

Review: I have equipment that has not been functioning properly for five days. I called five days ago and after waiting a while spoke to someone in tech support who took me through some steps and said the issue was resolved. Shortly after that conversation the issue returned. The next few days we tried to call customer service several times and after being on hold for over twenty minutes got frustrated and hung up. Last night we called five times and each time waited over twenty minutes and no one answered, we tried live online chat and that also did not resolve the issue and the person we chatted with instructed us to call a different number and surprise surprise no one answered. Today after multiple email which I admit frustrated me greatly and I used ugly language my issue still is not resolved. I explained multiple times over and over what my issue was, requested information on contact information for the head person of customer service so I could register a complaint, and requested credit for the time service was unavailable to me. None of those things have happened yet. I was told the earliest I can get technical support in person is June 6th, and my internet has suddenly become extremely slow...which I suspect is a reaction to my arguing with them. I strongly suspect this slow internet speed is on purpose as punishment for complaining. Several times we have had problems with service and each time we have to contact them we have similar trouble and get extremely frustrated.Desired Settlement: I would like it to be on public record how bad their customer service is, I want my faulty equipment replaced free of charge, and I want to not be charged for service I was unable to use between Friday May 30th when the issue began through June 6th when they claim to be sending a technician to fix my problem. I am not asking for a free month or anything, I only want NOT to be charged for service that isn't working during the time it's out.

Business

Response:

We are sorry to hear that our customer is experiencing issues with their services. Upon receiving this complaint we attempted to reach the customer with no success until today. The customer stated that due to his work schedule he did not have an opportunity to return my call.