Cox Business

In receipt of this complaint, Cox spoke with Ms***Cox’s records indicate the customer called Cox in June to report that one of her telephone lines is not receiving voicemail messagesCox has acknowledged and responded to the issue reportedCox has verified the configurations and
ran tests on the telephone line with the voicemail feature and did not find any issuesCox offered to further research the issue and requested the customer to send a few call details as examplesTwo call examples were provided to CoxCox found that in the two examples given the recording was less than four seconds longCox advised that voicemail messages must be longer than four seconds to be saved as a valid messageCox offered to test the line with the customer on the phone, but the customer declinedThe customer advised that the issue occurs only from one specific telephone number, which was not provided in the prior examplesTo investigate further, Cox requested a long voicemail message be left from the specific telephone number reported to be experiencing the issue, but the customer did not respondTo this date, the customer has not provided Cox the call example as requestedShould the customer provide the requested example, we will be happy to further investigate the issueTell us why here

Dear Mr***,
Let me begin by thanking you for allowing
Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed through the Revdex.com in regards to your experience with our customer service and retail location. Please accept our apologies for the frustrations we may have caused you.
I have reviewed your account, and it appears that the billing rate for your phone has been corrected. Also, the outstanding equipment has been returned. As a result of your experience, I have applied a credit to your account in the amount of $89.68. This amount is equivalent to 1-month of all service credit
Again Mr***, we apologize for the inconvenience we have caused you. I am available for any additional questions and/or concerns you may have regarding your Cox account. My office hours are 7:30am to 4:00pm, Monday through Friday
Respectfully,
*** ** ***
Office of the General Manager
Executive Office of Cox Communications, California
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Cox has been contacted at least times (initially opening ticket 4/6/17) re the same internet issue which involves an inability of my firm's email sending capabilitiesThe email can sit in the out box for hours or daysMy computer consultant has spent hrs on hold (varied times costing me over $1500), during those calls he has been disconnected & never called back even tho some of those calls were initiated by CoxCox has provided my computer consultant with incorrect information to attempt to fix this issue; he has tried during their presence while on the phoneWhen my computer consultant asks to have all the notes reflect the problems reviewed, the attempted solutions - the Cox agent rarely notes this information so when he checks on the next call, they frequently start from ground zero reviewing all the steps & attempted resolutionsSometimes the Cox agent will say he needs to check with someone, the call gets disconnected 20% of the time & that agent frequently do

We want to thank *** *** for taking the time to file his concerns regarding his Cox Business accounts. In receipt of this complaint, Cox spoke with *** *** and
discussed the billing to help explain and understand all associated charges related to the accounts. We believe he is satisfied with our efforts and resolution to resolve this matter. We sincerely apologize for any inconvenience caused. Thank you Tell us why here

Our office opened an account with Cox Communication in at a small office at Von Karmen, Suite Irvine, CA The office expanded and we moved to a larger office on Exchange, Suite 150, Irvine The account manager assigned to us was *** ***During our transition to the new office our main point of contact at the time *** Lewis arranged for the move and transfer of services to take place the week of Feb 1st Summit opened its new doors mid Feb A new account was created and new billing was setMoving forward to Nov my accounting department had me ok invoices from COX Communication and I found out that we had been being charged not only for our current address but also for the old Von Karmen address at almost $for over monthsWhen I got in contact with customer service they sent me back to *** *** our account managerIt took him over a month to contact us backAnd when he did, he stated Summit was at fault for not signing

My company voicemail is not recording the messages of all of my clientsI have called Cox numerous timesI have not been able to get to a Manager to helpOne Cox employee passes my file to another and another and so onNo one follows throughThis has been going on several monthsOn one occasion I was given instructions to have one of my clients call me and leave me a voice message, and then Cox would check itI did this and provided the information they requestedStill nothing was doneOn another occasion two Cox representatives randomly walked into my officeIt had nothing to do with the voicemail but I asked for their helpOne identified himself as a ManagerI called him several times, and finally he said this was a low priority for him

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 through the Revdex.com in regards to technical phone issues you are experiencing. I have conducted a thorough review of your account and have determined the following:
On February 18, you contacted our technical support team to report issues with the Call-Forwarding feature. At that time, Cox tested your phone line and the calls were successful.
On February 19, you contacted our technical support team to report that select people were unable to reach you when calling your Cox number. We again researched your concern and were unable to find a "Cox" service issue
Based on this information, Cox recommended that you have the calling party contact their carrier to further troubleshoot.
I am available for any additional questions and/or concerns you may have regarding your Cox account
Respectfully,
*** ** ***
*** ** *** *** ***
Cox Communications, California
***

Dear Mr***,
Let me begin by thanking you for allowing Cox the opportunity to serve your business needs. We are in receipt of your complaint letter filed through the Revdex.com and would like to respond accordingly
Our records show that on October 1,
you agreed to a 1-year contract for Cox Business internet service. You state in your complaint letter that you have been experiencing technical issues that we have not been able to resolve. In reviewing your account, we have no record of you contacting us prior to June 9, 2014. After our technical support representative assisted you with resetting your modem, you were able to obtain the advertised speeds.
If you are still experiencing technical issues, please contact me directly so that I can arrange for our field technician to come to your office. I am available for any additional questions and/or concerns you may have regarding your Cox account. My office hours are 7:30am to 4:00pm, Monday through Friday
Respectfully,
*** ** ***
Office of the General Manager
Cox Communications, ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The last call I made into COX was after I received emails from co workers that when they call same number they receive a COX automated message to enter a box numberThis confirms to me that it is the *** system and that again calls can not always come thru the *** phone line we pay for with COX Service
Regards,
*** ***

Dear Ms***,
face="Calibri">Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed through the Revdex.com in regards to a recent refund check you have received. I have conducted a thorough review of your account and have determined the following:
In reviewing your account, it does not appear that the refund check referenced in your complaint letter was issued in error. Therefore, we are not requesting that you return the check
Please accept our apologies for the frustration we have caused you. If you have any additional questions and/or concerns, please feel free to contact me directly
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
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We want to thank Mr*** *** for taking the time to file his concern Upon receipt of his concern, Cox spoke with Mr*** *** and will proceed to disconnect the contracted services as requested by Mr***Thank you

The issue has been resolvedA technician walked me through my garage and I found the digital phone modem in my wall
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I had no idea it was there is this modem was the one in question not my personal modems
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Dear Ms***,
face="Calibri">Thank 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 payment you have submitted.
Our records show that a payment of $was processed on May 7, 2015. If you submitted a payment prior to this date, please submit a copy of the electronic transmittal so that we can locate this payment. You may also dispute this payment with your bank. Once the payment is located, Cox will apply the payment to your account
I have also researched our San Diego data base for an account that may have your mobile number listed as a contact number and was unsuccessful. In addition, customers are required to enter their PIN number after the automated system has located an account (based off of the phone number entered)
Based on this information, Cox must respectfully deny your request for compensation. You may email (***) or fax (###-###-####) me your electronic transmittal form if you chose to resolve your billing dispute with this option
I am available for any additional questions and/or concerns you may have regarding your Cox account. My office hours are 7:30am to 4:00pm, Monday through Friday
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,*** *** they did send someone out to fix the lines they disconnected and move the new equipment they installed to my office , but I, call to have my fax line to be reconnected after they rewired and replace what they said was years out of date for the pass year I would get one ring and no missed call number , I transferred the number to my cell and if you had the time to listen to a dead line it would go to my voice mail on the cell but not showing a missed call on the cell phone historyCox had a new line run from the pole to the building but I still had the problem , then they came out and upgraded the phone equipment during that time all seemed good , but one Monday I came to woke to find calling the shop line I got nothing but beeps , they got my line back without coming to the location but one guy did come to reconnect what was undone by them , after he left a few days later I went to use my Fax and found no line this was when all the equipment was installed in my office the main problem was the dead line for a time we don't know the single ring was going on for well over a year , but I did not know the person calling was hearing nothing tell one day my wife called me on my cell to say she tired calling the shop all day to hear a dead line I tried myself from another phone That is my main concern , Cox switched me to the new switching station at that time seemed to fix the phone problem but not the bad wiring they caused I lost over 30,this summer because of the old switching stationAfter placing this complaint with the Revdex.com is when they had a guy come out and move the equipmentthis fixed all the bad wiring they caused , but paying for a service that was run with year outdated equipment and a switching station that is outdated , I feel they have done nothing to help me here I have to thank them for this last fix was done really well But it was mostly all there fault it was wired wrong and caused by themI would still like to be compensated for some of my losses Very unhappy with this reason they claim I had a problem > not true nice try on a cover up

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

This response is inaccurate I have copies of emails from previous communications It has also been almost impossible to get a live person on the phone and we have all been continually forwarded to a voicemail that is full I finally got through to someone today but they were not able to help with our speed My current internet download speed is 2.81mb and it is advertised at 25mb, the upload speed was so slow it wouldn't calculate Our internet was so bad today I sent my staff home so they could use their home internet This has been a constant disruption to my business that is now accumulating into a substantial loss for me!
I'm attaching a picture documenting the speed with the date and time
I left voicemails today non of which have been returned
*** ***

Dear Ms***,
Thank 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 your recent HomeLife install. I have reviewed your account and have determined the
following:
Our records show that on March 18, 2015, you installed Cox HomeLife security service. You state in your complaint letter that you were offered a credit to cover your ETF from your previous provider if you agreed to switch to Cox
I have applied a credit to your account in the amount of $to cover this charge. This credit will reflect on your next billing statement. I have also shared your experience with the organizations within Cox that are responsible for ensuring that promised credits are applied to customers’ accounts as promised.
Please accept our apologies for the lack of follow up that resulted in you filing a complaint with your local Revdex.com. I am available for any additional questions and/or concerns you may have regarding your Cox account
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
February 17, 2015Ms*** ***Revdex.com of San DiegoSan Diego, CARe: Complaint No., ***Dear Ms***,Thank you for returning my call and this e-mail is a reply to the feedback from Cox Cable regarding my complaint number, ***. I reject Cox Cable's resolution of only paying for installation fees if move to different cable company. I have poor or no service since October, 2014, and I am requesing monthly service credited as well.Additionally, Ms*** from Cox Cable included in the reply to my complaint that I refused a technician to come to my house on 2/2/In fact, she called me around 2-3PM (PST), on 2/2/15, and asked if I wanted to have her send a tech out and I replied yes today, and she said, "it's not going to happen". In essence, she lied on the reply to the Revdex.com of San Diego that I refused to have a Cox's tech come to my home to repair my servicesTo call me between 2-3P (PST), and asked can send tech out, she had no intentions to schedule a tech to resolve my cable service issuesFor you records, I can send you a copy of my telephone bill with the incoming call to me on 2/2/and the timeIf your want a copy of my telephone to substaniate the call and time to me by Ms***, please reply to this email with a fax number or address where it can be remitted.Sincerely,*** ***###-###-####

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

Cox Business refuses to cancel my service, indicating that I signed up for a service contract I however did not sign any documentsCox business claims that it will not cancel my service without service fees My business has gone out of business, and cox wants to continue charging for services that I will not be using This should not be legal even if in a contract, it does not help the economy of small businesses trying to grow or those that close
Additionally, cox business charge a $shut off fee without even notifying me that I was behind on my payment because my credit card was expired This disconnection was done remotely and I didn't even receive a notification via regular mail The company is seemingly charging for a remote disconnection? and making it easy for themselves to earn extra money for remote disconnections