Cox Communications

Dear Ms***, Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs We are in receipt of your complaint letter filed with the Revdex.com in regards to a recent marketing flyer you received I would first like to apologize for the lack of follow up on our end and would like to assure you that this was immediately addressed upon reviewing your complaint letter Cox prides itself in customer service and was disheartened to know of your experience Ms***, if you would please provide me with a copy of the marketing flyer that you received, I will be sure to have the qualifying discounts added to your account immediately At your convenience, please fax to my attention: ###-###-#### Please accept our apologies for any inconvenience this may have caused you I look forward to hearing from you soon Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####

Thank you for your interest in Cox for your communication services We are in receipt of your complaint letter filed with the Revdex.com in regards to our bundle offers that include Visa gift cards In searching our database, we do not show that the address listed on your complaint letter is serviceable by Cox In the event we do/did service your area, and you qualify for the bundle that includes the Visa gift card, we will be sure to accommodate processing the order There are certain requirements that need to be met prior to the processing of the gift card Please accept our apologies for the confusion we may have caused I am available for any additional questions and/or concerns you may have regarding your potential Cox account Respectfully, S [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11950001, and find that this resolution is satisfactory to me Regards, [redacted] ***

The customer service and technical support team are treating the customers at the worstThey behave very arrogant , never lister to customer concerns, just work for the name sakeThey treat the customers as someone who are under their control, and have to behave as they expectTheir verbal conversation is so poor that, if you have once talked to them never even think to talk back againThe new place where I am moving to have only these providers, otherwise I might never have opted for themThe worst service I ever had and never even think to mention/refer this to any one close to me

We are sorry to hear that our customer is experiencing issues with her services Our Executive Escalations Team has made contact and has been working with our customer regarding her concerns since March 16, Our customer has our Executive Escalations Team members direct contact information for any concerns regarding this complaintWe thank our customer for bringing their concerns to our attention and for choosing Cox Communications Sincerely Cox Communications Executive Escalations Team SE

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Please check my original message, it seems to me that it was never reviewed I am aware of the unfair actions taken by cox Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below After two service calls to the house resulting in more lost time for me and two additional calls to tech support that again took more hours out of my day the service is finally workingHowever, The billing is still an issue as well as customer service that is not satisfactoryI was told by the last phone rep I would be credited $for the three months I had no phone service and was billedThis has not happenedThe phone rep stated I should pay $to bring my account current factoring for the creditHowever, the online billing shows $due with $past dueThe credit was not applied abviouslyAdditionally, when I called in to the phone system today it states $dueSo I have three different numbers, none of which I trust The messages are inconsistent, the pricing is inconsistent and I have now had to leave work early twice and spend extended periods on the phone after service calls to get the system even useableI was promised a supervisor technician and that didn't happen on the first service callWhen he arrived he had no idea what the issue complaints wereAfter he left the internet stopped working and I had to call tech support again the same night to get it workjingThen the next day the cable box stopped working and I had to call againThis yielded yet another service call Now today when I sit down to address the billing I find three different numbers as noted aboveI demand compensation for my time lost and I want someone at a level that can solve this problem to step in as thus far it has been a comedy of errors, mixed messages and empty promises] Regards, [redacted]

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

We are sorry to hear that our customer is disputing an Pay Per View fight that has been billedUpon receipt of our customers concerns we reviewed their account and found the PPV fight, Mayweather and McGregor, was ordered through the HD receiver, at our customers home Due to this event being ordered from the home we are unable to justify issuing any adjustments to the consumers accountWe thank the consumer for bringing their concerns to our attention, and for being a valued Cox CustomerSincerely Cox Communications Executive Escalations Team SE Tell us why here

Complaint: [redacted] I am rejecting this response because: I don't have the proper service, and I'M NOT JUST COMPLAINING TO COMPLAIN! My issue is STILL HAPPENING I have attached a copy of my last speed tests with COX Communications Since COX is now stating that they have fixed my issue, then these tests need to be explained My internet speeds are supposed to be 300Mbps down and 30Mbps up I get those speeds maybe 25% of the time COX is aware that my issue is intermediate, so let me explain AGAIN what's happening...so that we are all clear I run my speed test on COX internet site because it is one of the only ways that they can see my issue The ONLY time that I run a speed test is when my internet goes out! That is very important to remember, because you're looking at of them When my internet goes out I have to try and quickly open my browser if there is ANY speed Then, I go to my favorites, go to the COX website, I have to then log in, then I have to go to the speed test section and run a test Sometimes, this goes very smoothly because the internet comes right back up, MOST of the time...it does not! My internet drops out, then I have to wait a little while for it to come back up, when it does I try and go through all of those steps that I listed above and if I'm lucky I can make it to run the test I've had tests as low as & 1, then minutes later it's & 34! internet traffic would drop my speeds to maybe at the LOWEST, so you can CLEARLY see that I am getting sporadic measurements BELOW 200! THIS is NOT a resolved issue! It is still happening today and has been for over a year COX Knows this! Like I've stated before, COX has done a great job when it comes to taking care of the charges...BUT I WANT MY SERVICE WORKING! My levels fall far below what is expected and that is CRYSTAL CLEAR by the results I have not once had a field tech here that stayed to see the problem Maybe an hour after the tech left on the 2cd, my levels dropped again...then by the time I could record the speed it was I would be happy to sit here with any tech on any day for hours...so that they can see the problem first hand Even then, there have been MANY techs who have seen it at yet here we are Now that I've provided a clear picture of my issue...what more can I do? I'm at the mercy now of COX "telling" me that everything is OK when it clearly isn't Now it seems as if I'm lying about the whole thing? Even now, I was supposed to get a call from COX this past weekend and another call from Adrian...and none of that has happened My internet is working just fine, right now...while I'm typing this, but it will go at any moment just like what is shown in the pic I sent The only calls I get are courtesy calls about my bill!!! Hopefully, this will be the last effort that COX makes to dodge the issue and FIX THE PROBLEM! I am completely grateful for what they HAVE done to this point...so don't get me wrong, but I am still having the exact same issue almost every single day I think its a problem at the HUB like I was told by COX I can almost safely say that because it is the ONLY thing that has not been changed in the past year....that makes it even harder to deny I could be wrong, but regardless...my issues are just as they are listed in the picture and THAT is NOT properly working service Sincerely, [redacted] ***

We are sorry to hear that our customer does not accept our resolution, however are happy to hear that our customers service issues are now resolvedWhile we understand dealing with any service issue is time consuming and frustrating we are unable to compensate any customer for their time For the inconvenience of the service issues we have credited our customer for the installation of the new modem After applying the adjustment it leaves our customer with a remaining balance of $ We thank our customer for bringing their concerns to our attention and for being a valued Cox Customer Sincerely, Cox Communications Executive Escalations Team SE

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowShe should read the NOTES to see how many times I called about the same issue, it wasnt for just one timeI al already aware of this credit- I also wanted to discuss my other services that others couldnt help me with - Im tired of the run around, I been disconected so manytimes, and spent hours on the phone- most calls usually take way to long and result in not being resolved- I always ask them to make notes about how manytimes I CALLED and wny I called I have called [redacted] d and spoke to someone by chance that knows her HE says that there are very few people there that take these complaints and its a small department, this is probably why it takes so long for her to even reply to my messages through the Revdex.com website I have called and left messages on her voice mail and never got a return phone call, none of these emails address the manytimes I mentioned calls to her If she is to busy to return my call or answer the phone durring office hours, maybe it would be nice to give me a few peoples phone number in her department so that if she is to busy or on vacation I can call them to explain my situation It took them months to fix my phone problem and many many calls to get it fixed , so whos to say that $is fair for the internet problems They are so un organized that I mad mentioned on my last calll this week that I found a note on my door about an appointment I set ( I never had an appointment with cox to come to my house) lol Regards, ***, ***

I've had Cox internet service for years now and can't really complain about it minus the fact that it goes out every once and awhiledays ago I ordered TV service on a promo deal I received in the mail from Cox, I was told I was going to pay exactly $for my services and agreed to have them come out and set up the new Contour systemThey came out yesterday and set up the system, the service-men were very nice and the service worked fine, problem was I was supposed to have the advanced show DVR not the show DVR included, they gave me the show DVR insteadOn top of that the next morning I checked the prices for my services and they were $more than they originally told me! I called and spent an hour and a half talking to them to basically get told that the deal I had ordered was a myth and that basically they had bait-and-switched me, ridiculousI cancelled the service after hours and took the box back to the storeI will never order Cox TV services again and am now debating on switching ISP's also, be careful with what they tell you because it might be a lie

Hello [redacted] , the tv/internet bundle's name was Cox TV FLEX Watch and Internet PreferredI'm sure you can find it But I see you are not willing to help and that just confirms my experience with Cox It is very dissapointing /***

Dear Mr [redacted] Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs We are in receipt of your complaint filed through the Revdex.com in regards to your pricing Mr [redacted] if your TV has a built in digital QAM tuner, you are not required to rent a cable box However, there are certain channels that cannot be picked up with a digital QAM tuner It would be my pleasure to have someone contact you to discuss what channels you will have access to once the cable box is removed from your account Please contact me at your earliest convenience so that we can assist you Respectfully, [redacted] Office of the General Manager Cox Communications, California [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/01/21) */ Cox confirmed with Mr [redacted] that the drop has been buriedWe apologize for any inconvenience causedWe have spoken with him on this concern and believe he is satisfied with our efforts to resolve this matterThank you

Initial Business Response / [redacted] (1000, 5, 2015/09/18) */ We want to thank Mr [redacted] for taking the time to file his concernWe sincerely apologize for any inconvenience causedIn receipt of this concern, we have been in touch with Mr [redacted] and are working towards resolution of his account He has a direct point of contact that is assisting him with this matterThank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I Talked/ am talking with [redacted] @Cox and have been since 9-14-This is 9-21-and nothing has been resolvedI wouldn't think it would take this long to do the right thing [redacted] @Cox has already told me she has listened the call and offer that got me to agree to change all services to CoxThe call was as I stated in my complaintI hope to have the issue resolved soon Final Business Response / [redacted] (4000, 11, 2015/10/09) */ We want to thank Mr [redacted] for taking the time to file his concernWe sincerely apologize for any inconvenience or frustration causedWe reviewed his concerns and in effort to resolve this with Mr***, we agreed to honor the quoted rate of $including tax for monthsWith this agreement, on 10/his account was credited for two months of the difference that had already been billedOn 10/his account was credited for an additional month of this differenceAs explained to Mr***, going forward, his bill will be approximately including taxes and surchargesThis information was provided to Mr [redacted] in an email as well at his requestThank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Please check the attached [redacted] bill for the period of Bill Cycle Date: 12/03/- 01/02/It was not a "soft disconnected" I specifically informed Cox that i'm not going to use Cox internet Why would I want to have two internet connections at my residence and [redacted] u verse disconnect all other internet connection when they install [redacted] u verse at my house I 'm 100% sure there wasn't any usage with Cox for the period specify by Office of the General Manager Thanks You Regards, [redacted]

July 13, We want to thank our customer for taking time from their busy schedule to bring their account issue to our attention The complaint that you filed was sent to our attention for research and resolution We are sorry to hear that our customer felt that they had no other recourse than to contact the Revdex.com to get their concern resolved We apologize for the poor customer experience that was encountered Hello Consumer, Thank you for affording us the opportunity to serve youWe have reviewed your compliant and account After researching the complaint we found that we have not completed any work in that area recentlyUpon our visit to the site we found that a gas valve was installed at the corner close to our pedestalUpon checking pictures from google maps the gas valve is not pictured before the sidewalk was removedThe damage was not caused by Cox or any of our vendors, therefore we are not responsible for the damageI attached our pictures from our findings Please accept our apology for any inconvenience this may have caused you I am available for any additional questions and/or concerns you may have regarding your Cox account Robert S*** Executive Relations ###-###-####

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 8/19/assigned the ID of [redacted] Upon receiving this complaint Cox Communications reached out to our customer in an attempt to rectify their technical issues A Lead technician was scheduled to visit the home and determined that the issue our customer was experiencing was something that Cox is working diligently to rectify Our customer decided that they would suspend their video services for the time being until the deployment of the software update that will correct the problem We regret that we could not find an immediate solution to the technical issue and have taken the necessary steps to meet our customer’s expectations with regard to his requested resolution Sincerely, Cox Communications Executive Resolution Team