Cox Communications

Review: I began moving to [redacted] after June 15, 2015. I contacted my previous TV and Internet provider and was told by [redacted] that COX Communication serviced the [redacted] area and not them. I had COX install my cable and internet service 6/29/15. I always ask for basic services as I'm a senior(73 years old)on a fixed income. I've been happy with cable. I'm not one to rely on TV that much.

What I do rely on and expect at least adequate service to perform ordinary daily functions like pay bills, check for general information or watch /read a few daily news items. And, therein lies the problem: I knew that basic equals(my past experience with other companies) something akin to the old dial-up service. I opted to try for a cut above that known as:Cox High Speed Essential. It boasted a download speed of up to 15 Mbps. Well, "up to" is vague. I'm not a technical expert, but "up to" seldom functioned to "up to". I frequently had to wait to go from web page to web page, etc. That varied and was very inconsistent no matter what time of day or night. I decided that $48.99 per month was a huge bill for something I could not totally rely on. I decided on 8/7/15 to opt for the true Basic at a reduced rate feeling like I was getting a raw deal with their so-called Elite. What happened was totally predictable. The speed was reduced to an almost not useable service. I now have to wait for every aspect of an online action or event including copying pages, etc. (Please, don't insult me by suggesting it's my browser). I have been down this road before. I tried all available browsers besides [redacted] and few make any difference whatsoever. I currently decided that [redacted] is usually a satisfactory browser. Guess what? That does not help at all, and neither do any of the others, [redacted], etc., notwithstanding.

My complaint about being treated tin this manner as a consumer is that it's a business gimmick to constantly prod the consumer into a high and ever higher monthly price range. I don't need a business speed. I'm a residential consumer and a very dissatisfied one at this point.

What I'm asking for and so should consumers in my position ask for is a reasonable return for our money and certainly not what Cox pretends to provide.

What a sham, a bogus service, an unconscionable business model, bordering on an amoral approach to profiteering(at least that's what that it was called in business graduate school). I'm sure Cox is not a stranger to try to incorporate all that in an effort to deceive as does [redacted], etc.

If one is going to provide a service then make it a reasonable or even a substantial one and start at least from that point. If my more wealthy neighbor wants a breakneck or business internet speed then charge him/her what that costs.

Don't try to make me one of them. Give me an internet service that I can use WITHOUT any continuous break in my service.

It's not an unreasonable request and you still make a profit. Of that much I am certain.Desired Settlement: I would be happy with "a reasonable man" approach as in the case in Tort law or in other legal jargon, make me "whole" as with your business.

Stop playing games.

Business

Response:

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 8/6/2015 and assigned the complaint ID of [redacted].

We are sorry to hear that the services our customer had installed did not meet expectations. We understand that technical support has been contacted in an effort to improve the situation without satisfactory results. We have made multiple attempts to reach our customer by phone at the number provided in the complaint and left messages with direct contact information for the Executive Resolution Team who are willing to assist in facilitating a resolution to this matter. Once we are able to speak with our customer we can determine the proper course of action to follow.

We await the opportunity to assist our customer in finding a resolution.

Sincerely, Cox Communications Executive Resolution Team

Consumer

Response:

Review: [redacted]

I am rejecting this response because: It was Sunday at 7:30A.M. and 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, etc. I 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 consistent. There are other days it's better. They'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 well. So, it's a circular solution and endless.I'm just trying to say that no matter what the service they should have a basic useable speed for all. I was ready to call on Sunday to report what I call "dial up" speed from the old days. But, they've all heard me say that at least once. Those who want a breakneck speed can order it and pay for it. I'm just asking for what's fair no matter what the basic price. All customers should be able to process whatever they need in a more timely or consistent pattern. I know I'm asking for management to look at that whole issue of fair service. It might be a big shift for them to make, but it's necessary. If it takes a better overall speed, then increase it and stop spreading the misery.

Review: Hi my name is [redacted] and my issue is with cox communication. I called on aug 18th to cox to dispute my bill. I called international using cox service before, last one was in may. cox charged me 0.12/min all the time before then I went of vacation for about a month. My daughter called cox back on june 30th to have the service turned backed on before I got home. They gave me a pro rated charged for a month that I was gone. Then on June 12th I made a call to [redacted], when I got the bill from cox they charged me 5.16/min. I was shocked due to when I used it before all the time they didn't charged me that much but now they wanted to charge me 5.16/min. I am a senior citizen on a fix income and I'm still working due to trying to make ends meet. What cox is doing isn't fair. Why would they charged me 0.12/min before and when my service was turned back on they wanted to charged me 5.16/min. They said due to it was seasonal. Why is it seasonal? I was gone for only less then a month and when the service got turned back on I didn't make any changes to my cox account, so everything should still be the same. I am very outraged with this issue and can you please help me to resolve this. I saved all my bills so I have proof to what cox was charging me before to what they charged me now. Thank you very much,Sincerely,[redacted]Desired Settlement: I am willing to pay my bill I just want them to charged me what they charged me before which is 0.12/min not 5.16/min.

Business

Response:

Dear Revdex.com,

Review: Was told to renegotiate plan over phone Sept 21,2013. Did so. Bill sent Oct 21, 2013 did not reflect negotiated plan. Had extra charges. Called to straighten out - initially told that charges would be changed, but that no written bill would be sent to verify changes ([redacted]). Talked to supervisor ([redacted]) who indicated that she was asking for resubmission of corrected bill. filled out a negative survey. Contacted by Cox ([redacted]) who indicated that they would not send me a new bill reflecting Sept 17 agreement and insisted that I had to take it on faith and pay bill without any written verification of plan. I indicated that this was unacceptable, and although I was a very longtime customer, I felt that this treatment was very unfair. As I am a senior, I will also contact the Attorney General's office about this also. I will probably terminate service with Cox as soon as I can locate another service. I feel that this was a bait and switch tactic as the charges they sent were over $30 more a month than agreed to. I do not ant to pay this bill without seeing, in writing, what I am being billed for. Cox refuses to send me bill reflecting the Sept 17 conversation. The bill they sent on October 17th is incorrect (or intentionally switched) and they refuse to send a corrected bill before requiring my payment.Desired Settlement: Can the Revdex.com cannot do anything to make Cox comply with better business practices. I have no issue paying my bill (as negotiated) as I have always done for many, many years. I just want to see what I am paying for in writing, before I do so. I don't think that is unreasonable.If the Revdex.com can not help, I am going to contact the CT Attorney General's office as I understand they have a department to go after companies trying to take advantage of elderly persons.

Business

Response:

Dear Revdex.com:

Cox Communications responds to Revdex.com Complaint #[redacted].

First and Foremost, Cox Communications apologizes to our customer for any miscommunication that had been experienced. Our agents could have provided our customer with a detailed ledger. This ledger breaks down the account pricing and services from the past few months and recent account activity. Upon receipt of your information, we contacted our customer back and explained what could have been requested to assist in this request. Therefore, our agent who spoke with our customer mailed out the ledger and provided their direct contact information in the event our customer may need further assistance.

For reference, the account discounts expired and the services went to regular rate. Our subscriber called and renewed into a bundle offer which is now currently providing a $30.00 discount off the customer's service for the next 12 months.

We appreciate our customer's patronage and the information provided. This helps us get in front of this type of information so we can coach our agents accordingly.

The Customer Experience Team

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have not received any ledger, or any other documentation indicating my corrected charges (if indeed they have been corrected).

Further, I was an IT professional before I went into teaching (now retired). I am well aware of electronic billing systems. I find Cox's position extremely unconvincing, The first person I contacted at Cox ([redacted]) was able to see my account information. The supervisor ([redacted]) could see my account information. The follow up representative from Cox ([redacted]) could see my acoount information. I cannot believe that a few clicks of the keyboard could not produce an image of my bill which could be emailed it to me. I believe they are exerting more effort at obscuring my billing information than it would take to send me a email of my corrected bill.

My plan negotiation with Cox was Sept 17th. The bill was dated Oct 11, almost a month later. I received it the 17th (approximately). I contacted them Oct 21, and it is now the 30th with absolutely no documentation. A simple email of my correct billing information could (would) resolve this, but no documentation has been received.

At this point I feel that I am being taken advantage of. I believe that the Revdex.com is getting a snow job from Cox also.

Is the Revdex.com aware of any CT gvt. branch that deals with the regulation of the type of services that Cox provides. I feel that as a senior and as a consumer, I may possibly be the victum of fradulent activity.

Sincerely,

Business

Response:

Dear Revdex.com,

Cox Communications responds to the customers rejection.

One of our Customer Relations Specialists reached out to our subscriber today to assist further and work with our customer. We were able to review the bill and the difference between the ledger that was mailed versus a bill re- print which would not reflect the newest updates as the ledger would. We apologized that the customer did not receive this ledger as of yet and provided one months service credit.

In addition, our Customer Relations Specialist provided their direct contact information so when the next bill cycle prints out from our main office which will have all the updated discount and package information, our customer will then see the new updates that are being requested. In the meantime, our customer should receive the ledger and our customer has a direct contact for further assistance in the matter.

The Customer Experience Team

Consumer

Response:

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

Sincerely,

Review: Started services May,14,2013 I was told price lock guarantee for 24 months at $57.00 and some change then on August, 01, 2013 I decided to add cable I was told that I will only have to pay $117.00 but when I get my bill it is $167.00 and some change this is not what I was told when I first got the service that my bill will not go up for ANY REASON at all. BUT my bill is getting higher each month. They told me they charged me $50 something dollars for 13 days of service from August,01-13 of 2013.

Product_Or_Service: Cox. Cable/phone/internet

Account_Number: XXX-XXXX-XXXXXXXXX

Desired Settlement: Take my bill back down to my price lock guarantee for 24months that I was told/given when I got the services. $167 and some change should be going back down too $117 and some change. Thank You*.[redacted]

Business

Response:

Consumer Response /* (-5, 8, 2013/09/08) */

Consumer indicated they have heard from the company and the company resolved their complaint

Review: I have been a Cox Subscriber for many, many years. Since April of 2014 my Cable, Internet and even phone service works inconsistently. Channels I have paid for aren't always available, the TV screens stall, the Internet connection goes down 10 times a day and phone call get disconnected.I have filed several requests with Cox. Finally in May I advised the service person who came, and who was not skilled in fixing the problem, I will not pay my bill anymore until you fix it. You would think they would come out and address the problem. NO FOLLOW-UP. In July they finally figured out I wasn't paying my Bill. Still no results. When I spoke to the Rep yesterday I asked them to read the notes on my account, which I articulated what I wanted it to read back in May. The Rep essentially put into the notes, what they wanted to, never mentioning my notes on DO FOLLOW-UP and Fix my Service, or I won't be paying my bill. Yesterday, Cox used automatic calling and asked me to call them. Then they proceeded to put me on hold for a long period of time before someone answered phone. THIS IS SERVICE.I asked the rep yesterday (his name was [redacted]) to please have someone in authority to adjust my bill and TO ENSURE my notes on NOT PAYING MY BILL was placed on the account. Here are my complaints.1) Cox has known about this issue on our entire street. They are misrepresenting their ability to deliver service and then expecting people to pay them the full amount. I am not paying for part-time service, its not what I contracted for. The technician who came out admitted they knew there is a problem on the street. He also didn't have the skills to fix the problem. 2) Employees are doctoring Company Records so as not to list what consumers wish to be added for the record. In a real sense they are violating Evidence protection laws.3) I asked [redacted] to have someone in authority to call me about adjusting my Bill. I am betting no one will call me. Its no been over 2 monthsDesired Settlement: I wish to have my bill adjusted until proper service is restored, dating back to April 2014. Then lets see how they fix the problem.

Business

Response:

Dear Revdex.com,

Review: Alarmed at the rapid increase of my monthly TV service, I called Cox Communication on 3/19/13 to see what I could do to lower my bill. This is when I found out that in fact, for about 15 months (since December 2011), Cox Communications has bumped up the number of my TV receivers and remotes from 2 to 4 on paper! I only have 2 TVs, so there was really no need for 4 boxes. When Cox's rep realized this, he offered to give me a "generous" credit of $100 when in fact the surcharge is really worth $203.70. Their explanation is that I noticed the mistake too late and did not report it, which makes it my mistake as well. They cover themselves with a note on one of the last pages in their statement saying : "If you have any questions regarding your bill or disagree with any portion of your bill, immediately contact Cox with your concerns. You must contact us no later than 60 days from the bill's due date..." Does this sentence give them the right to keep the money that is not rightfully theirs, even if demonstrated that they are wrong? No note says that if more time has passed, they will not reimburse the overcharges resulting from their mistakes.How could they not know that I only had 2 boxes? Don't they keep an inventory of their boxes? I am sure this mistake was done on purpose just to extort more money for nothing and I am outraged!!! Isn't it interesting that they never err on the part of the customer, but always in their favor, which tells me something: this was no mistake!Please help! I would like to get back the rest of the money I overpaid for their "honest mistake". Do I have any recourse in this matter?Thank you in advance for your help.

Product_Or_Service: TV service

Account_Number: XXXXXXXXXXXXXXXX

Desired Settlement: I would like to be reimbursed $103.70 or the rest of the overcharge if my calculation is not correct.

Business

Response:

Business Response /* (1000, 5, 2013/03/21) */

Dear Revdex.com:

Cox Communications responds to Revdex.com CASE#: XXXXXXXX

After a detailed review of this customer's account we would credit the difference for this type of issue as we could see that the customer would have had only two receivers at the time, showing a processing error.

We will provide the credit difference and coach our agent this customer dealt with regarding understanding how that type of issue is handled. We appreciate this customer's input so that we can get in front of these types of behaviors so they do not happen again. We appreciate this customer's patronage. The credit of $103.70 will be posted as of 3.21.13

Thank you,

The Customer Relations team

Cox CT employs a "retention department" scheme to try to talk customers out of leaving their service when you call to cancel service. In my case, they kept me on the phone for 40 minutes before I could get the very nasty representative to transfer me to a supervisor. Their rates have gone up disproportionately vs. other services. I have moved to [redacted] which offers a lower price and many more stations than Cox and free (included in price) DVR's. [redacted] has a 3 year price lock. Under Cox, They wanted to raise me from over $56/mo to over %90/month, quite outrageous.
I would NEVER recommend anyone to sign up with this unethical firm (Cox). I was a customer for 28 years! The treatment I received was incredibly rude and inappropriate.
I would suggest that the Revdex.com make this information widely available.

Review: 2 year price protection???

Despite being a 30+ year customer of Cox, every 6-12 months I get a bill indicating my rates have gone up. Most recently, my monthly price went from $221.83 to $287.99 for their 'Cox Bundle' of cable, internet, and phone. This leads to the inevitable call to Cox 'customer service' (sic) where we go back and forth on services and discounts until we inevitably arrive at a price not much different from where I started. I've often asked why as a 'valued 30 year customer' they just don't offer me their best available rate so we can avoid this unpleasant exchange.

Anyways, on Tuesday March 4th, my call didn't resolve anything. According to the rep, the best they could do for the same services was $247.99 per month. Given an increasing feeling that my business would be appreciated more elsewhere, I decided that I would leave Cox and go to [redacted] or [redacted]. I asked the rep what I needed to do to cancel service, and amongst other things she said that it would only be a $24 charge for early termination. Not understanding what she meant by this, she explained that I had agreed to a "2 year price protection contract" 12 months ago. When I asked how my rates could go up 30% year over year 12 months into a 24 month price protection program, she uttered some inane explanation about rates being protected but not discounts. Frankly, this is exactly why cable companies in general and Cox in particualr have such poor reputations with their customers. Perhaps somewhere in the small print (??) she may be right, but isn't price protection price protection to the average consumer? To add insult to injury, they want to hit me with an early cancellation fee? That is outrageous!!Desired Settlement: ideally, I could retain my existing services at my existing price; if not, the early termination fee should be waived upon cancellation.

Business

Response:

Dear Revdex.com,

Review: In December 2014, a temporary drop was put in during initial installation. During that installation, many issues occurred and a supervisor had to come to my residence to fix the first issues. On March 27th, I called to inquire the status of completing the installation. I received no phone call back had to call again on March 31st and was told that this would be "expedited." On April 6, I again called to inquire on the process being "expedited." I spoke to [redacted] (#[redacted]) who was extremely rude and refused to let me speak to a supervisor. Instead, [redacted] (#[redacted]) transferred me to the cancellation department. I hung up and called back. I then spoke to [redacted] (#[redacted]), who offered $7/month for 6 months. I advised that this is not an acceptable reimbursement. [redacted] response was "you want the whole house." I requested to speak to a supervisor and spoke to [redacted] (#[redacted]). [redacted] was very polite and advised to wait for all work to be completed prior to receiving a credit.

On April 29, the work was completed with the following issues: the underground cable box not secured; roots exposed in my yard; ground wire created a hazardous tripping condition; damaged sprinkler system (was flagged prior to); sprinkler control boxes open; hoses dragged into my backyard. I spoke to [redacted] (#[redacted]), who provided me ticket #[redacted] for this. On May 2, "[redacted]" from the subcontractor called and stated he would fix the issues "soon" and that the ground wire I would have to call back for because it was not their responsibility. As of May 15, they have not returned to fix the damaged property (other than sprinkler system fixed on day of install).

On May 4, I was provided ticket #[redacted] for the ground wire. On May 12, I called for both tickets and spoke to [redacted] (#[redacted]), who stated that he submitted a field escalation form and that the supervisor had 24 hours to return my call. I was given 1/2 off the next bill (approx. $123) but never received a phone call from a supervisor.

On May 14, I called back and spoke to [redacted] (#[redacted]), who offered another $50 and stated he would submit another form to request a supervisor. On May 15 @ approx. 1300 hours, I called Cox again because I still did not hear from a supervisor. I spoke to [redacted] (#[redacted]), who gave another $200 credit ($50 credit was removed) and stated that she would e-mail the field supervisors so that someone can contact me.Desired Settlement: Three months free of Cox services and my yard fixed/more seed put down.

Business

Response:

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 05/15/2015 and assigned the complaint ID of [redacted].

Review: In order to receive subscribed channels, Cox requires customers to rent a cable box OR a cablecard. Their channel lineup printout (available on website) indicates this as well. I am renting 2 cable boxes and 1 cablecard however the channels I pay for are not accessible on the cablecard system. THe tv set that has the cablecard is missing channels above 86. Initially Cox thought this was a tech support issue and I had techs come to my house on 3 different occasions. After the 3rd attempt to correct the problem I was told by management that cablecards DO NOT receive the same channels as cable boxes. No where on their website or the channel lineup printout is this mentioned so I am skeptical. In fact the channel guide printout specifically states that a cable box OR cablecard is required to view these channels. My last attempt to rectify this was unsuccessful as I was told "you get what you pay for".Desired Settlement: I am simply looking for what I am paying for. In the event that Cox cannot give me the channels that I pay for on the cablecard tv, I would request a proportional refund.

Business

Response:

Dear Revdex.com:

Cox Communications responds to Revdex.com complaint number [redacted].

One of our technical support supervisors is contacting our customer to ensure the overall set-up with the cable card is correct and to help answer any questions that may have been relayed improperly regarding proper cable card set-up and equipment. Our technical supervisor left their direct contact information in order to work individually with this customer in order to assist and resolve this matter.

Thank you, The Customer Experience team

Consumer

Response:

The response is unacceptable as Cox has sent 3 different technicians to my house on 3 different occasions to remedy. Upon the last failed attempt I was told by Cox management that Cable Card systems do not receive all the channels as Cable Box systems. This is in direct conflict to what Cox's documentation states and I will repeat my complaint. Either give me the channels I am paying for OR reduce my bill proportionally.

Review: [redacted]

I am rejecting this response because:

Sincerely,

Business

Response:

Dear Revdex.com:

We are responding to the customer's feedback for case# [redacted]. Once we received the information we immediately reached out our customer and discussed the reasons for this particular review. Our customer graciously accepted for us to send a specilized lead technician in this focused area to look at all once again.

We have an appointment scheduled for 5.14.15. We look forward to resolving this matter and appreciate our customer's patronage and working with us.

Thank you,

The Customer Experience team

Consumer

Response:

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

Sincerely,

Review: I have been billed incorrectly for the last 8-10 months by Cox Communications. Each month they have promised the corrections would take affect the next month. They have shut off my service each month only to apologize and reconnect while the make corrections. At this time I refuse to wait any longer for a corrected statement and ledger. The service is off and I have not been able to reach anyone my daughter is a student and uses the internet it also affects my home alarm system and I am a single mom who needs the safety. I am very upset at the handling of the issues.Desired Settlement: I would like the issues corrected and either a final bill to take my service else where or the service restored

Business

Response:

Dear Revdex.com:

Cox Communications responds to Revdex.com case #[redacted].

We have reviewed the customer's bill in detail with them, made a payment arrangement and provided credit for services to satisfy the overall issues concerning the non-payment, bill and re-rates issue with direct dialed calls that had been made. In addition, our customer has advised our supervisor that these several resolutions have met their satisfaction.

Our customer has our supervisors contact information in the event that they have any further questions or concerns pertaining to this matter. Our apology that we did not update your office sooner.

Thank you,

The Executive Customer Resolution team

%3

Review: I had Cox cable television & internet installed 7/17/2014. Since then, I have had constant trouble with the television, specifically with the digital DVR service, [redacted]. Trouble started with the installation, when the technician showed up for a (forced) paid install without the correct equipment. They had me change to their 6-tuner [redacted] service. On the 'client' box, I am unable to pause live TV (on any channel - no error code) or watch recorded DVR shows. More recently, I am unable to watch "On-Demand" shows( 7.1.810b). On my primary TV, I have intermittent issues watching On Demand shows (2.1.2.2). I have called Cox on over 20 occasions to troubleshoot this, resulting in 3 technician visits. The first two times, the tech said I had a great signal, and once they replaced the client box. This still didn't fix it, so they said they would need a supervisor. This still didn't work and I had a tech come out last night and say he couldn't replace the boxes or he wouldn't get paid, as he is a contractor - the whole point of this visit was to install new boxes. Early the week of 8/11, I called Cox to confirm that there was no contract or Early Termination Fee associated with my account. A woman told me that there was not. On that same call, I added my significant other x x x to the account. When I called 8/19 to request that my cable television be canceled, I was told there was an early termination fee and I could not cancel - I was subsequently transferred to a tech support area where they did what they've done several times, reset my box. I am not receiving what I signed up for, what I pay for, and now on top of that have an early termination fee associated with the account. I have missed work for tech visits and spent hours on the phone. The latest technician was to arrive between 5-7p, but instead did not show up until 9pm.Desired Settlement: I would like me service to work as described, for credits to my bill for the "[redacted] Package," HD Advanced Receiver QTY 2 and the [redacted] Record 6 Receiver. I am disputing this for dates beginning 7/17 until this issue is resolved or my service is canceled. I am not disputing my standard Advanced TV package, as I have been able to watch standard TV. I am also not disputing the add-on [redacted] package or the High Speed Internet.

Business

Response:

Dear Revdex.com,

Review: Cox shut down my service which I pay $183.00 per month for without notifying me they were doing upgrades. I want to be reimbursed for the time lost do to their upgrades. All customer s in the [redacted] area lost cable on 4/17. We should all be reimbursed for the loss of service since we pay for it and we didn't get any notification they were performing this action. When I called I got hassled about the reimbursement and the tech said he couldn't reimburse me; then after I hung up, they shut their phone off so you couldn't call... so I called the operator and she said she couldn't get through either because they shut their phones down. She said she has had several calls from customers who were upset about this. This is not right and bad service.

Product_Or_Service: cfable tv

Desired Settlement: I want all the customer affected by this shut down to be reimbursed for the time they lost service,we pay for this it's not free..we have a right to have uninterupped service and to be notified when they do this stuff. They shouldn't be allowed to just shut you off with telling you!!!!!~

Business

Response:

Business Response /* (1000, 5, 2013/04/18) */

Dear Revdex.com:

Cox Communications responds to Revdex.com CASE#: XXXXXXXX. We reviewed the node work done in the area in the morning hours of 4.17.13. The work we did at that time was a repair upgrade in order to maintain service in that area. We always will provide credit for customers affected who notify us. Our records indicate that our customer was given credit on 4.17.13. We apologize for the interruption of service and any inconvenience, although our plant maintenance team must work to keep the service at its best and repairs and upgrades are necessary. With that being said, notification cannot always be provided. The plant maintenance team tries to work in the early morning time frame when viewer ship is not high.

We appreciate our customers patronage,

The Customer Relations team

Consumer Response /* (3000, 7, 2013/04/23) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

I aske for all customers affected be given a refund, not just me..cox stated if the customer called in they would give a refund..thats wrong ..all customers should be given a refund regardless of weather they called in or not.We all pay our bills for service and this affected all customers in my area, not just me.Cox is trying to save money by not refunded all the customers affected and thats wrong!!!

Review: I scheduled installation via phone on 11-19-and was given an appt on 11-20-between 3p-5pNo one showed up or called to cancelWhen I contacted Cox at 430pm on 11-20-I was told they would contact dispatch and have someone call meNo one calledI contacted Cox again and was told my installation was moved to priority and someone would contact me Saturday 11-21-morningNo one called, I called Saturday morning and again was told I was a priority and someone would call or be out that morningIn addition, the woman I spoke to said she would escalate my compliant, speak to her manager and remove the installation fee I was being charged.No one came or called until MondayI contacted Cox when I received my bill seeing that the installation fee was still on my billWhen I contacted Cox concerning this they said my request to be credited back the fee was deniedduring this whole debacle I spent over 10hours on hold with Cox including the hour on the last call only to be denied.Desired Settlement: I would like the $installation fee removed
Business
Response:
Dear Revdex.com:
Cox Communications responds to Revdex.com Case# [redacted]
One of our supervisors contacted our customer today and waived the installation fees totaling $
We appreciate our customer's patronage and apologize for the experience
Thank you,
The Customer Experience team
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me
Thank you so much for your help in this matter
Sincerely,

Review: In October 15, 2014, I received an email offer from Cox to rent a modem for free for 6 months, for use with my high speed internet service with Cox. I signed up for the offer for the free 6 months modem rental. In my 12/2/2014 statement from Cox, I was charged $30.00+tax for an "Internet Self Activation Kit," which I had not ordered; and I was charged $6.99+tax and $5.59+tax for one full month and a partial month of modem rental. In my 1/2/2015 statement, I was charged another $6.99+tax for modem rental. On 2/1/14, I returned the modem to Cox and, since the modem was suppose to be free for 6 months, asked them to refund me the $30 "Internet Self Activation Kit" charge, and all the modem rental charges to date. I have only received a partial modem refund charge of 4.66+tax from Cox.Desired Settlement: A total refund of $44.91+tax for the "Internet Self Activation Kit" charge and modem rental charges not yet refunded.

Business

Response:

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 02/13/2015 and assigned the complaint ID of [redacted]

Cox Communications wishes to extend an apology to our customer for the error which resulted in their account being charged for the modem rental. A review of the original order shows that the promotion for which our customer signed up was not properly applied to the account. We have applied the appropriate credit for the modem charges as well as a credit for the activation fee.

Sincerely,

Cox Communications Executive Resolution Team

Consumer

Response:

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

Sincerely,

Review: Despite repeated attempts, Cox communication refuses to shut off my cable service.

They are billing me for services I do not have.

Over the past year, I have noticed my cable bill increasing on several occasions.

EAch time I have called and asked to have cable shut off.

They refuse to shut to off, and continue to argue that they can lower my rates.

I hung up in fury today after yet another agent REFUSED to shut my service off after several requests. I honeslt do not understand how their practices are legal.Desired Settlement: I want the rate I was promised for my June bill ($125), and I want cable dropped immediately.

I want the security system shut off the day that the contract ends in July.

I want only internet service remaining from Cox.

Business

Response:

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 07/06/2015 and assigned the complaint ID of [redacted].

Review: Cancelled Service; Returned Equipment; Paid remaining account balance at time of service cancellation; confirmed cancellation with customer service representative; [redacted] Communication Proceeded to direct withdrawal from my account for monthly services

Product_Or_Service: Cable TV/Internet Service

Account_Number: XXX-XXXX-XXXXXXXXX

Business

Response:

Business Response /* (1000, 5, 2013/06/20) */

Dear Revdex.com:

Cox Communications responds to Revdex.com Case # XXXXXXXX. First and foremost, Cox Communications apologizes for our former customer's experience.

We reviewed the customer's account and found that the agent who processed the order for the disconnection of services did not shut down the last Easy Pay(automatic bill payment) thus causing the error with the last bill payment being processed automatically.

A refund has been processed by our finance team in the amount of $107.80 when originally notified. The agent who had processed the order, their team leader has been notified and coaching has taken place. In addition, we have asked the finance area to expedite the refund.

Again, we are very sorry for our customer's experience. Please know this is certainly not the norm and the information provided has helped us get in front of this type of issue so it does happen again.

The Customer Relations team

Consumer Response /* (-5, 8, 2013/06/24) */

Thank you for your timely response. I appreciate the follow up. Will anticipate expedited full refund.

Review: We signed up for service with Cox. We didn't receive our service for 5 months after our quoted date. We were given the run around for months and never get a response from the company when we ask questions relating to our service or lack there of. We were told the reason for the delay was to get us hooked up properly, to ensure correct speeds for our internet service. They ended up connecting us the way we were told would slow our speeds. Our service goes in and out, our speed varies and we can still get no response to our emails. They sent one email asking if I confirm their agreement and I replied NO, until I spoke with someone in regards to what I was getting. They proceeded anyways. We have been emailing and calling to get to a higher up in the company, but get no response. They also explained to us that they were the only option in the area because of the way everything is split. We are now left with no options and no responses.Desired Settlement: We would like our service to be the quoted service and for actions to be taken against the employees that mishandles our account.

Business

Response:

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

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have been trying to work with a woman named [redacted]. I emailed her 2 days ago because again our internet stopped working. We have never had an issue with our phone, and that was not our concern. Our concern is the internet speed, which varies from time to time. This issue has not been fixed. IN fact, I emailed a video to the liaison showing the internet speed, but did not get a resonse to that email. I have not received an email from the liaison in 2 days about our service dropping and the company is not working with me to resolve the issue.

Review: I moved into my current location in June of this year (2014) and COX was the only cable/internet company servicing my location. When I called for the initial package for cable/internet and telephone, I was provided a quoted package of about $109, plus tax for an average monthly of about $131.00, which was supposed to be for a year. But in August due to a telephone issue, I had them add $6.25 for long distance... but my next bill came in with a $172.07 package deal with additional charges for phone, etc.. for a total bill of $286.30. When I called, as they made a mistake in adding the $6.25 long distance fee, I somehow lost the package deal I had originally signed up to receive. Now they could only provide me with a pkg deal for $114.09 per month plus tax or about $142 per month, as they couldn't go backwards and couldn't see that my pkg was for a year. This too was supposed to be for a year. Now for my Dec. bill, my pkg jumped to $144.09 per month, plus taxes or about $172 per month. I called again and of course the SAME STORY!.... They CAN'T go backwards. I was told that they can't explain what someone else did for me...maybe my pkg wasn't for a year and has expired!! All they could do was put me on the current pkg for $140.30 per month plus taxes, so about $160.60 per month. My concern is that this is going to keep on this pattern of every couple months increasing with no explanation and no obligation to honor their initial offer or package deal. There appears to be no recourse. I have had 2 - 3 increased in the short 6 months I've had COX Cable services. I've never had this problem with my prior cable company that I had for almost 10 years ([redacted]).. as I have moved out of their area. Yes, even [redacted] kept raising prices, but they did honor the yearly contract, so I could budget for the entire year for the cost of service. How is COX legally allowed to increase prices every couple months and blame it on someone I communicated with previously and unable to honor my original agreement, even though they can see in their system how my bills have increased every couple months?Desired Settlement: I would like COX to review their billing technics, train their employees better and honor their package deals for an entire year as promised...not just a couple months and claim they can't go backwards and have to charge me more. If they make a mistake, it is on them, not on the customer, especially when they monopolize an area of service. I would like them to honor their offered package deal of $114.09 per month, plus tax for the entire year from date of offer, which was in the month of September 2014. I have to have internet at my home for my employment, I don't require a home phone and only basic television would suffice, but it costs even more to try and break out packages to only pay for what you really need. Why can't we choose to pay for what we only use or need, to get our monthly bills reduced?

Consumer

Response:

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

Business

Response:

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 12/11/2014 and assigned the complaint ID of [redacted].

Review: I received a refund check in the amount of $58.03 on 2/13/2015 after cancelling cox service. My first name on the check is incorrect and the bank refuses to cash it. I have repeatedly gone to the office in [redacted] to try to resolve this, the last date being 8/3. After spending 1 hour there with a salespersn being on the phone and computer trying to help, I was told I would receive a check within 7-10 days........NO CHECK....Please help me, I am so disgusted with these people. Thank You.Desired Settlement: receive refund check $58.03.

Business

Response:

Dear Revdex.com:

Cox Communications Customer Experience team responds to Revdex.com case# [redacted] regarding the issue with our former customer's refund delay.

First and foremost, we apologize that you experienced this overall delay. Originally, your first name on your account was incorrect and the reason your refund check was sent out incorrect until you notified us that the first name was wrong. Upon receipt of your information to the Revdex.com, we alerted the team that processes our refunds and your check is now being expedited. This check should be received in about a week or less. Also, one of our supervisor's reached out to you at the number available and provided their contact number in the event further assistance is needed regarding this matter.

Thank you,

The Customer Experience team