Cox Business

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]

Dear Ms. [redacted],
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 your recent account transfer.  I have conducted a thorough review of your account and have...

determined the following:
Our records show that on December 4, 2014, you transferred your services to your new residence.  Prior to the service transfer, you were taking advantage of a 6-month promotion that provided you with Economy TV and Essential internet for $49.98 (not including taxes and fees) per month.  There was an error made in processing your transfer order.  As a result of the error, the last 2-months of your promotional rate was canceled.
On January 26, 2015, Cox issued a credit to your account in the amount of $73.94.  This is the difference in what you are being billed now and your previous promotional rate.  Additional credits of $33.07 were applied towards your installation charge.
Ms. [redacted], please accept our apologies for the error that caused you to contact the Revdex.com.  I am available for any additional questions and/or concerns you may have regarding your Cox account.  My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
[redacted]
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 [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.
I also want to let Cox know the same issue we've had 7 different technicians come out to fix is still an issue.  I understand there is a specific problem with the cable drop leading in to the apartment and every attempt to resolve the problem has been short lived.  The problem continues where the cable will tile and pause on it's own.

In further response to the complaint from Ms. [redacted]. Cox takes the customer’s complaints very seriously and we have done everything to address the concerns.   At this time we have been unable to duplicate the reported issues and are unable to troubleshoot further without assistance from Ms. [redacted].
 
Concerning multiple attempts to address the issues and this impacting all of the customers clients is not consistent with our findings. Cox was contacted on two separate occasions to report the issues with the voicemail system. After further discussion with Ms. [redacted] it was determined that the issue was not impacting all of the customer’s clients but only occurring on calls from one specific number. All of our findings have been relayed to Ms. [redacted] and as we have advised we cannot troubleshoot further until we have been provided current examples if the problem still exists.  While we understand Ms. [redacted]’s concern about the potential inconvenience providing additional examples may cause, it is the necessary step for us to continue troubleshooting the issue being reported.
 
To address the concern of being passed from one agent to another this is to ensure we have done everything possible to address Ms. [redacted]’s reported problem. In each reported instance we have fully researched the issue and when we have been unable to duplicate the problem or Ms. [redacted] has been unhappy with our findings we have escalated the concern to attempt further troubleshooting. Due to this process it has involved several groups all reviewing the information provided.
 
Cox has been unable to duplicate the issue that is being reported and have exhausted all troubleshooting issues based on the information/examples we have. Again we take the complaint very seriously and would like to resolve this to Ms. [redacted]’s satisfaction but we will require her to provide us current examples of calls that are not recorded where her customer has left a voice message greater than 4 seconds.  We will continue to troubleshoot the reported issues once we receive this information.

Dear Mrs. [redacted],
I have forwarded your message to our business sales member [redacted] whom has left you a message to return her call.  I am confident that Ms. [redacted] will be able to assist you with your Cox business account.
Respectfully,
[redacted]
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 [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.To Revdex.com:
[redacted] reply is full of lies.  My appts were scheduled on 1/29, 1/30, 1/31.  On 2/2 [redacted] called at 3P becaused I called executive offices in Atlanta, she called me on 1/31 and left a message.  I called back and she did not return my calls. On 2/2, I called the executive office again. On 2/2 [redacted] called at 3P, I advised
her I have had poor or no service since
 10/13,requested credits for out of service, wage lost reimbursement for 3days, and install when moves to different carrier. Her reply was, "not going to happen", which how all employees reply to customers--rude, nasty, and uncaring. She asked when can send tech I advised 2/2 and she said not sending. she had no intention of scheduling a tech on 2/2, if called me at 3P on 2/2.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The description of the service outage described was correct, which was due to Cox's error. In short we were rendered without service where we were forced to shut down our business with no internet or telephone communications. While this issue was resolved and handled by our Cox representative, this Revdex.com letter is actually in reference to a series of events that followed the outage described above. It is in relation to a series of cases, following a move from our office suite at [redacted] to   [redacted].
 
There should be an account of these IT support and sales support calls and emails which we have outlined below:
 
Following a planned transition of service where a technician physically moved our phone and internet lines, we experienced a series of outages that were not explained, supported, or restored for more than 3-4 consecutive days over a 2 week period. 
 
There are multiple cases on record where [redacted] or [redacted] called technical support with outages related to our forwarded phone numbers, including ###-###-#### and our automated touchtone virtual assistant for ###-###-####. 
 
There is also a lengthy email chain between myself and our sales representative explaining the outages and his attempts as an account manager to keep us happy. We do want it on record that the account representative did an exceptional job under the circumstances to try and align resources in the form of on-site technical assistance and phone support. However with the escalation, after our system was operational, for what ever reason, internal Cox processes that we still do not quite understand rendered account and system changes without our approval that disabled forwarding of our (858) phone numbers and reset our 800 number's automated assistant feature rendering customers unable to reach our companies sales and support teams or direct sales and management.
 
Ultimately when we escalated the issue with our account rep, we demonstrated that Cox was unable to resolve 2 issues and restore our system to its original state prior to the original outage in April.
Telephone forwarding for our (858) numbers. 
Our automated touchtone assistant linked to our 800 number.
As such, while it may have appeared through investigation that there was no outage of local phone lines which is true, the scope of the bundled service as a complete system includes an 800 number and forwarded 858 numbers which were bundled in a way that was sold as a complete system. Cox technical support reps were unable to adequately support the system that was sold to us. 
 
With disruption to this system multiple times times over a month period due solely to internal Cox processes it rendered Centigon Solutions, as a small software company, completely un-available to customers forcing us to scramble to use cell phones and other VOIP tools to receive inbound telephone calls. 
 
This outage rendered our customers unable to reach our business for an accounted 15 days and caused significant financial harm to our business. We are happy to provide emails from customers who hold us accountable for our service level agreements to for support who were unable to reach us by phone during these outages.
 
As such, we were forced to quickly make an un-planned move to an alternative vendor at our cost. 
 
Cox immediately made attempts to request cancellation fees unless we agreed to continue the phone service for the life of the contract, which is our current status. We over $130/month for phone service we can not use.
 
Furthermore, the telephone phone numbers assigned by Cox were also continuously ringing with inbound bill collectors from previous owners of the phone numbers. This is also on our account as we were forced to request new phone numbers from Cox on multiple occasions. 
 
The contract mentioned provides no protections to customers for telephone outrages related to virtual services and bundling provided by Cox.
 
Our case with Revdex.com was opened to put on record and warn other small business owners that Cox iron clad, multi-year contracts do not provide protection to customers, specifically small businesses like us where we can understand the risks of having these bundled services. 
 
In this case Cox has preyed on Centigon as a small business by even attempting to automatically bill us for the lump sum of our remaining contract if we requested to no longer have the cox phone service on-premise because we are not using. Instead it was recommended that we need to pay for the service for the life of the contract, which we have no choice to do. A reasonable effort was made by Cox to rectify the issue as indicated by our support but our problem is that effort was expended 3 times and the reliability and confidence in Cox diminished 100% where our CFO determined it is a high risk using Cox telephone services.
 
We are happy to provide email chains between Cox and Centigon representatives further explaining the disaffection, along with formal customer complaints from our customers who were unable to reach our phone system.
 
As such our desired result our us either amending our contract to credit back the cost of our monthly phone service monthly, Cox amending our contract to no longer include phone service as a part of our contract, or Centigon agreeing to a new 3 year contract for internet service. I also wanted it on record that we did escalate our situation to [redacted], VP of Customer Care at Cox who was nice enough to respond quickly but unfortunately also resulted in now follow up or accountability.
 
Other[redacted] we will continue to push our case with other consumer advocacy groups, as we believe fundamentally as small business owners that we have been taken advantage of. 
 
 
Regards,
[redacted] 
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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.
In speaking with the owners of the company, the amount of $500.00 is being rejected. We have a 3 month publication/advertising campaign starting up the first week of February and the fact that our number was not operational - it is felt that the advertising for that month was a waste of money. The February cost of that ad is $1,160.00 - this does not even include my [redacted] for troubleshooting this for 3 days. I have attached the ad in question as support to our requested amount.
Regards,
[redacted]

Dear Mr. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs.  We are in receipt of your complaint letter filed with the Revdex.com in regards to the equipment charges billed to your account.  Cox would like to respond as follows:
Our...

records show that the outstanding equipment billed to your account transferred from your previous service address ([redacted]).  When your current account was disconnected, we do not have record of receiving the outstanding equipment from your previous address.
However, as a good faith gesture, I have removed the equipment from your account and requested that the debt no longer report on your credit file.  Please allow 30-days for all major credit bureaus to be updated.
Mr. [redacted], 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 former Cox account.  My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
[redacted]
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 [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]
I understand they can only do so much , I'll accept the 3 months of service , and pray the many people that think I am closed find out I'm still here to service them . did not like being charged a service call to rewire what they messed up but I paid that full bill cause the guy that handled the wiring did an outstanding job . Thank you for helping in this matter . hope to never have to complain again.

Dear Ms. [redacted],
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 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 $500.00 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,
 
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

The issue has been resolved. A technician walked me through my garage and I found the digital phone modem in my wall.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 [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]

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.February 17, 2015Ms. [redacted]Revdex.com of San DiegoSan Diego, CARe: Complaint No., [redacted]Dear Ms. [redacted],Thank you for returning my call and this e-mail is a reply to the feedback from Cox Cable regarding my complaint number, [redacted].  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. [redacted] from Cox Cable included in the reply to my complaint that I refused a technician to come to my house on 2/2/15. 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 services. To 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 issues. For you records, I can send you a copy of my telephone bill with the incoming call to me on 2/2/15 and the time. If your want a copy of my telephone to substaniate the call and time to me by Ms. [redacted], please reply to this email with a fax number or address where it can be remitted.Sincerely,[redacted]###-###-####

Dear Ms. [redacted],
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 $107.76 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 ([redacted]) 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,
 
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

Dear Mr. [redacted],
Thank you for allowing Cox the opportunity to serve your business needs.  We are in receipt of your complaint letter filed with the Revdex.com in regards to your business services. 
Upon receipt of your complaint, on January 23, 2015 I asked that our business technical support staff contact you in regards to your service concerns.  It was determined that the internal wiring in your building was the result of your service issue.  This issue was repaired on January 21, 2015.
Cox would like to apologize for any inconvenience you were caused.  If you continue to experience technical issues, please contact our technical support team. 
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

In receipt of this complaint, Cox spoke with
font-size: 9pt;">Ms. [redacted]. Cox’s records indicate the customer called Cox in June 2016 to report that one of her telephone lines is not receiving voicemail messages. Cox has acknowledged and responded to the issue reported. Cox has verified the configurations and ran tests on the telephone line with the voicemail feature and did not find any issues. Cox offered to further research the issue and requested the customer to send a few call details as examples. Two call examples were provided to Cox. Cox found that in the two examples given the recording was less than four seconds long. Cox advised that voicemail messages must be longer than four seconds to be saved as a valid message. Cox offered to test the line with the customer on the phone, but the customer declined. The customer advised that the issue occurs only from one specific telephone number, which was not provided in the prior examples. To 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 respond. To this date, the customer has not provided Cox the call example as requested. Should the customer provide the requested example, we will be happy to further investigate the issue.
Tell us why here...

Dear Mr. [redacted],
Let me begin by thanking you for allowing...

Cox the opportunity to serve your communication needs.  We are in receipt of your complaint letter filed through the Revdex.com and would like to apologize for your recent experience. 
Our records show that our technician came out on October 4, 2014 and was able to resolve your service issue.  As a result of the previous technician visit being canceled without proper notification, I have applied 1-month service credit to your account in the amount of $202.32.  This credit will reflect on your next billing statement.
Again, please accept our apologies for the inconvenience we have caused you and your family.  I am available for any additional questions and/or concerns you may have regarding your Cox account.  My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
[redacted]
Executive Offices of Cox Communications, California
858-836-7319

We want to thank [redacted] for taking the time to file his concern.  In receipt of this complaint, Cox spoke with [redacted]...

[redacted] on July 1, 2016 to review his request to have residential services in a commercially zoned area. Cox explained that we do not provide residential services in a commercially zoned area.  Based on Mr. Dobraskis request for further information Cox submited a serviceability request to our construction team for further review.  Cox advised this request can take 7-10 business days.  On Friday, July 08, 2016 [redacted] called Cox and left a message with our Executive escalations representative stating that he would not be moving and he would no longer need to pursue the need to have residential services at the business location.  [redacted] would continue with the Cox business account currently established with Cox.  A follow up call was made to [redacted] on Monday, July 11, 2016 to confirm that his complaint needed no further follow up to purse residential services for the location and [redacted] agreed.  Cox advised that we would complete the injury with the our construction team to complete the request and update him with the findings.  We hope this helps to explain and resolve this matter.  We sincerely apologize for any inconvenience caused.  Thank you. 
 
[redacted] 
[redacted]

We want to thank [redacted] for taking the time to file his concerns regarding his Cox Business accounts.  In receipt of this complaint, Cox spoke with [redacted] 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...

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]