Cox Communications, Inc.

We are sorry to hear that the customer still has concerns regarding the VOD service.  We advised this customer last month that our Network Operations Team confirmed that while we did have challenges during our On Demand upgrade; the problems were sporadic and did not impact all of...

the VOD content. At the request of our office, several of our Field Supervisors contacted the customer by phone to discuss the specific concerns that he was experiencing, but they were only able to leave a message.  To date, our Supervisors have not received any return calls from the customer.  We urge the subscriber to contact either of the Supervisors that left him a message so they may answer his specific VOD content questions.   We look forward to speaking to the client hope that he will allow us to assist him. We hope this information has been helpful to the Revdex.com.  Thank you.   [redacted]/Cox Communications Executive Offices/ Arizona

I sincerely hope that Cox is not trying to deflect blame, by insinuating that this problem would have been resolved if I had returned their phone calls. I suppose that would be understandable under these circumstances.The fact is, I did receive a call from a Cox supervisor on 11/18/2014, and I returned his call that day, and reiterated - once again - how long the problem had been occurring, and what specific issues I was having.As of 12/5/2014, On Demand content is still posting late, and is not current per Cox's advertised standards, which state that On Demand content is posted the day after it airs, and is available for 28 days.And the issue has been far from sporadic. I would direct Cox's and the Revdex.com's attention to the following hyperlink:[redacted]This is one of many posts on the Cox support forums specifically related to the On Demand service, with numerous complaints from consumers about latency issues. This particular string has responses dated from September 24th, 2014, through 12/5/2014. I would hope this addresses the classification of this issue as "sporadic". It's not.For the past two months plus, the best answer I've received is that Cox is aware of the problem, and is working on it. The most recent response in this specific thread from a Cox support monitor (identified as [redacted]) reads:"This issue is escalated to the highest levels in the organization and has been for a while."Knowing they are working on it is no longer a satisfactory response for me.I would like an acknowledgement from Cox that this is a known and on-going problem, and provide me and other customers with a hard date as to when the latency issue will be permanently fixed, per their own advertised standards.

Regards,

Revdex.com Case # [redacted]

We appreciate the customer’s honesty and transparency regarding this matter. It is certainly not our intention to cause any frustration.
 
We have contacted the customer directly on 4/18/16 to address their concerns and provide a satisfactory resolution.
 
As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer. 
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

We would like to thank the customer for taking the time to file his concerns regarding his recent experience and billing. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.

As of 8/06 we have reversed the...

installation and late fee charges on the customer’s account. I have also reviewed the customer concerns regarding the representatives he has spoken to and will take appropriate action. Due to the privacy of the representatives we do not share any information regarding disciplinary action.

It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted].

Thank You

Executive Resolutions

Cox Communications

still have issue and today it went out again twice in one day... So I ask you what kind of service that provide that kind of business?  I have not this much trouble with internet in the past since I got this provider and this the worst provider.  This much outage in one day and weeks

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

Revdex.com Case # [redacted]
We are sorry to hear our business customer was...

negatively impacted with billing issues.  Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to schedule a visit to address the concerns listed in the complaint. 
Thank you for your time and consideration.
Jaimi
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Identity theft packet was completed in 2012. this issue was resolved once, and Cox Communications has chosen to reopen a settled matter. I am not going to fill out and identity theft packet every couple of years because Cox Communications changes who they use to collect their debts.

This is in response to the rebuttal that the customer submitted to the Revdex.com.    Again, we apologize for the poor customer experience that she encountered.   

 

We reached out to the team leader of the representative that our customer spoke with on May14, 2014, to see if the call was still available for review.  Unfortunately, it was no longer on line.  We are offering the customer the following options in an effort to get as close as possible to the $99.00 price point.  It is important to know that the $99.00 offers that were available at that time excluded equipment and taxes.  The choices are as follows: 

 

1. Our customer can elect to keep her same level of video service and telephone service and keep the Essential level of Internet for monthly rate of approximately $124.00 with equipment (modem) and taxes included. A monthly savings of approximately $1*.00 per month.

2. Our customer can elect to keep her same level of video service and telephone service and return to the starter level of Internet for a monthly rate of approximately $107.00 with equipment (modem) and taxes included.  A monthly savings of approximately $*0.00 per month.

 

These price quotations will be in effect through May of 2015 excluding any general rate increase that may occur.  As a point of clarification, a Price Lock Guarantee only protects our customers’ base rates, it does not affect any discounts which are normally time bounded within the guarantee period.

 

If our customer elects either one of the above offers, we will provide her with a lump sum credit for the difference she has been paying since May 2014.

 

To answer our customer’s question regarding the $1*.00 change in rate after the $5.00 discount expires is the difference in the two levels of service pricing.  The base price for the Starter service is $*2.99, and the base price for the Essential level of Internet is $46.99 – a $14.00 difference.

 

Again, we regret the difficulties our customer experienced and hope that we are able to regain her confidence in our organization.  We look forward to providing her with the excellent service that she deserves and should expect from our company.  If she should require further assistance, she may contact our Customer Care Center at [redacted] Call: [redacted].  Thank you.

 

Executive Resolutions Specialist

Office of the General Manager

Cox Communications/Arizona/Southwest COE

March 7, 2016---- Revdex.com complaint [redacted]
We were sorry to hear...

of the billing confusion that the customer experienced with our company.  Due to these concerns, we contacted the client and we were able to come to an agreeable rate for service. As always, we thank the Revdex.com for the opportunity to assist a customer.
Catherine/ Cox Communications Executive Offices/ Arizona

July 20, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the ongoing service issues that the customer brought to your attention.  Due to the documentation filed with the Revdex.com office, we alerted our Field Leadership Team of the request for...

assistance with their account on July 9, 2015.   dvised us that the new line and service issues were resolved on July 8, 2015.  They also confirmed that the appropriate speeds were verified after the line work was complete.  Our office has directly contacted the customer as well to offer assistance with any outstanding concerns that they may have on this matter.   As always, we appreciate the opportunity to assist a valuable customer. [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ [redacted]

We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address their concerns. We explained our guidelines regarding service...

adjustments for Residential Internet services and flexibility our customer service representatives have provided.  Thank you for your time and consideration.  Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

After having Cox (cable, Internet, and HomeLife) for a full year we moved to a location that was not wired for cable access and the landlord was not willing to have the house fitted for cable. I called initially to look into my cancellation options. They told me that it was a $88 cancellation fee for cable and that the HomeLife could be transferred to the new home as long as there was wifi. We moved in and attempted to hook up the HomeLife on wifi as instructed but had trouble. We called HomeLife for assistance and they let us know we had to pay $100 for someone to come out to transfer the service, we declined and asked for them to put that on hold. After calling the next day to speak to a supervisor about the charge, I had to wait 24 hrs before receiving a call back. By this point I just wanted to cancel. They were not willing to do anything about the cancellation fees for our troubles. Multiple times I called to make and adjustment and was told I was not an authorized user to make changes even though I was set up as one TWICE. I talked to a MANAGER who was still rude and inflexible. Now 10 phone calls, 3 weeks, and $700 later we are still trying to cancel the service. No one at this company cares about the customer and their dissatisfaction with the product. We had no other choice but to cancel because of our situation and Cox does not care enough to make it right.

March 25, 2014

 

Revdex.com Complaint - Case #[redacted] - [redacted]

 

We would like to thank the customer for taking the time to file her concerns regarding the early termination fee.  Please let me begin with an apology for any inconvenience she...

experienced.  We certainly do not want to cause her any frustrations.

 

I researched the customer’s account thoroughly and found that on December 4, 2013 the customer agreed to a 24 month price lock guarantee which carried an early termination fee (“ETF”). The customer did speak with several agents all of whom noted the account that the ETF would not we waived.  There is no account documentation that the ETF would be waived.  I do apologize for any misinformation she may have received.    

 

It is always our goal to provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced.  If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank you.

 

Sr. Customer Resolutions Specialist

Executive Resolutions

Office of the General Manager

June 19, 2014

font-family: 'Times New Roman';">Revdex.com Complaint - #[redacted] – [redacted]

We want to thank our former customer for taking time from her busy schedule to let us know about her concerns on her Internet service.  It is unfortunate that we were not able to resolve her issues before she felt it necessary to take her concerns to the Revdex.com.  It is always our goal at Cox Communications to provide our customers with exemplary customer service.  Unfortunately, it does not appear that we were successful in this effort in meeting her expectations.  We would like to apologize again for the inconvenience that these service issues caused her.

Upon receipt of the complaint, we researched her account and found that she had already disconnected service as of 5-13-14.  We also found that over the course of time, the customer only had one trouble call for video service in 2008 and one trouble call for her Internet service in 2014 that was eventually cancelled as the customer was not at home when the technician arrived. 

Our records indicate that the customer had requested that the technician check the lines outside only.  This is not something that we support as it does not give us a complete picture as to what may be causing a customer’s service issues.  The representative should not have told the customer that this was something that we could do.

A service credit in the amount of $30.00 was applied to the account on 5-12-14 based on the customer statement that the issues had been on-going.

We want our former customer to know that she was a valued customer and that we at Cox Communications appreciated her business.   We know that this apology does not make up for the service issues that she encountered, and we apologize again for the negative experience that she had with our company.    If she should have any further concerns or questions, she can contact our Customer Care Team at [redacted]. Thank you.

Sincerely,

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

We are sorry to hear that the customer was not satisfied with our response to the Revdex.com regarding the placement of our equipment. We appreciate the opportunity that your office has given us to address the concerns in further detail.  Due to the rebuttal of this complaint, we further reviewed the situation at hand. The subscriber states that our company made no attempt to resolve the equipment concerns. Our records confirm that our office sent the original Revdex.com complaint to our Network and Construction Leadership Team for review and assistance. Our Supervisor [redacted] made direct contact with the client on June 15, 2015, and explained that the new vaults were for the fiber equipment that is required to provide fiber to the home throughout his community. She explained city right of way (ROW) and public utility easement (PUE) and she also provided him with visual documentation on her laptop. He did agree that Cox was in the PUE. [redacted] also advised that due to the restrictions with this equipment replacement, we did not have another available location to place the fiber vault. We are sorry we were not able to provide your office with the answer that the customer was hoping to hear. We welcome customer suggestions; and it is our goal to always assist our subscribers in the manner to which they expect. We hope this information has been helpful to your office. Thank you. [redacted]/Cox Communications Executive Offices/ Arizona

We would like to thank our customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.

face="Times New Roman" size="3">  
We have contacted the customer directly to address their concerns and provide a successful resolution.  We advised that Cox does not throttle our customers internet service when exceeding their monthly data usage.  We scheduled a service visit to review our customer’s service issues.  The service visit was cancelled by our customer after an issue involving his home network was found by his personal IT specialist to be the cause of the data usage overage. 
 
It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.
 
We appreciate the opportunity that the Revdex.com has given to us to assist our customer.
 
Lawrence E.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Revdex.com Case # [redacted]
We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.
We have contacted the customer directly on 2/25/16 to address their concerns and provide a...

successful resolution. It is always our goal to provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced. Feedback will also be forwarded to the appropriate leadership within our organization regarding our customer's experience.
We appreciate the opportunity that the Revdex.com has given to us to assist our customer. 
Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

[redacted]  [redacted]

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. The business was professional and responded to my Revdex.com request quickly. My issue is resolved and my response is positive. 

Regards,