Cox Communications

Complaint: [redacted]
I am rejecting this response because:  the modem has an issue the person I spoke with in tech support said so that way they told me to get a replacement because the modem given to me was defected everything is put on right by there tech guy who put it together and connected it and the modem goes in and out and losses connections I talk to a person on the phone who look up the internet issue and offer my wife to go get another modem at no cost even put it on there notes so that's a lie I called plenty of times about that and  regarding the regarding the billing issue we keep playing phone tag which means he will call when my wife is working and this only happen about twice I've gotten a call or we have called back the number left a message my wife Lisa Ramirez has and we also spoke with the phone number that he calls from [redacted] called it back and that support team or billing department does not know who he is wouldn't find mark brown for me wouldn't give me a supervisor that I can speak to said they will call me back it will leave a note on file half the people that you call a that 1 800 number for Cox communication does not know what they are doing will not give me a [redacted] to speak to or his department or anybody I have new charges that I have to pay the internet that is getting shut off every second if I don't pay these bills that are coming out randomly I have a $71 bill in which includes the fees that they say I have to pay this is unacceptable they don't treat their customers well they act like my wife is a liar and I'm a liar I just please really want to be helped I can imagine the people that are going through the same situation and doesn't know who to turn to to help resolve there matters please help me thank you and God bless and if [redacted] can please give me a call back maybe at a reasonable time or be able to get back to me and reasonable time I'd gladly appreciate that regarding the modem I need a new one my modem keeps going in and out of service it doesn't hold gigs it drops speed in connectivity all the time their cs specialist already looked it up for me and told me that I need a new modem offered me to go get a free modem but since I don't drive I have no means of transportation and my wife works a lot I wasn't able to go and pick it up but they would not even send me gone through the mail so I can return there's back to them please and thank you I'm force to pay this bill help please
Sincerely,
[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 recent charges for international calls billed to your account.  I have conducted a...

thorough review of your account and have determined the following:
Our records show that on January 14, 2015, the disputed calls were re-rated to the Cox International Savings plan rate of $0.26 per minute.  An adjustment of $1,740.00 will reflect on your next billing statement.
Mr. [redacted], we apologize for any inconvenience this may have caused you and your family,  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
###-###-####

My phone, tv and Internet appointment was scheduled for 1-3 on Saturday. The technician did not show up until 6:45 pm and could not complete he job because my leasing office was closed. They rescheduled for Sun 10-12 but did not show up until 2:25 pm. No one could help me over the phone get any one here faster and I spent almost 10 hours waiting over 2 days. This was the worst customer service I have ever encountered.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10584295, and find that this resolution is satisfactory to me.  Yes we have been receiving feedback from cox & understand that they are working on our issue. We are satisfied for now so will indicate acceptance as of now & re-initiate if there are further problems. We are currently waiting on a return call but trust we will hear back. As response has. Improved since originally contacting Revdex.com & FCC.Thanks for the assistance.
Regards,
 
[redacted]

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 in regards to your gift card offer.
I would like to extend an apology on...

behalf of Cox for the delay in processing your gift card.  I have applied a credit of $100.00 on your Cox account that will reflect on your next billing statement.
Again, please accept our apologies for any inconvenience we may 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,
[redacted]
Office of the General Manager
Cox Communications, California
###-###-####

We are sorry to hear that our customer has concerns with additional outlets not working after a recent technician visit. Upon receipt of our customers concerns we reviewed our customers account and found that our customers assigned Executive Escalations Team Member has worked with them to have...

someone come out and ensure that all outlets are working to our customers satisfaction. Our Executive Escalations Team Member has confirmed that our customer is happy with the actions taken, and has his direct contact information should they have any additional questions or concerns.  We thank our customer for bringing their concerns to our attention, and apologize for any inconvenience caused.   Sincerely,   Executive Escalations SE Cox Communications

We are sorry to hear that our customer has concerns regarding an unresolved damage claim. Upon receipt of our customers concerns we reviewed our customers account, and found our customer is currently working with our Customer Resolution Team regarding their concerns.  We have partnered with...

our Customer Resolution Team, and Vendor Partners to have our Vendor Partner Supervisor reach out to our customer to address their concerns.     Our Vendor Partners have committed to ensuring that this check is delivered as quickly as possible.  Our Customer Resolution Specialist remains available to assist our customer with any additional questions or concerns.  We thank our customer for bringing their concerns to our attention, and apologize for any inconvenience caused.   Sincerely Executive Escalations SE Cox Communications Tell us why here...

Dear Ms. [redacted],
Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com.  Let me begin by thanking you for...

allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention.  Doing so allows us to improve the quality of the service we provide to our customers.
 
Per our conversation on 2/18/2015 I have issued a one time credit of $276.00 to your account which covers the difference of the quoted monthly rate for 1 year. 
 
If you have have any additional questions regarding this matter I am available Monday through Friday 8:00am to 5:00pm. 
 
Best Regards,
 
[redacted], Office of the Regional Manager
Customer Resolution Specialst, California
###-###-#### Tel  ###-###-#### Toll
Monday through Friday, 8:00am-5:00pm

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 technical issues you were experiencing with your Cox high speed internet.
In reviewing your account, it does reflect many service calls that were unsuccessful.  We are hopeful that our last visit on June 13, 2015 resolved your outstanding issues.  As a result of your experience, Cox has respectfully honored your request of a 2-month service credit.
Today, a credit in the amount of $119.98 has been applied to your account and will reflect on your next billing statement.
Please accept our apologies for the inconvenience we may have caused you.  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
###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12663962, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12631192, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My wife does work from home, but she is not owner of the business, she works for a company using LogMeIn, therefore she cannot upgrade to a business account. Even if she could, that would require close to $200/month. As it stands now, we are not getting our money's worth on $150.00/month; why would we want to pay Cox more?Second, we have been reporting issues to the supervisor on the case directly, not to Cox the company. We have been doing this because Cox is at fault for several reasons. 1) They apparently don't share the info notated on each account, as each tech that has come out or service rep that has called has had to ask us every time what the problem is, instead of pulling up what's been recorded  thus far. 2) Alfred, our supervisor tech that we've been working with, has been great and is far more responsive than Cox is as a company, so it's easier to speak to him rather than directly with the company. Just so this is noted, though: we're still getting drops to as low as 3.11 and we're still getting charged full price each month for service we're not getting. Alfred thankfully recognizes the issues and is attempting to do whatever it takes to fix the problem, but Cox as a company saying that they are "unable to justify issuing any additional adjustments" once again proves their awful management of this issue, but it's hardly surprising. When I call to cancel our cable service today, I challenge the sales rep to try and sway me otherwise. The fact that Cox is asking for more money from a business upgrade, then stating that the problem is fixed, is incredulous, disheartening, and maddening. I literally cannot wait to give them as little money as we need to be able to function.
Regards,
[redacted]

Dear [redacted],
 
Roman" size="3"> Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com.  Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention.  Doing so allows us to improve the quality of the service we provide to our customers.
 
Our records show you installed Cox Premiere internet services on November 13, 2016.  Since you opted to install the services yourself – there is an automatic self-activation fee that was charged onto your account for $20.00.  However on December 2, 2016, I have credited the self-activation fee of $21.60 onto your Cox account.  The credit adjustment will reflect on your next billing statement.
 
I am available for any additional questions and/or concerns you may have regarding this letter.  My office hours are 8:00am to 4:30pm, Monday through Friday.
 
Best Regards,
 
COX --------------------------------------------------------------------------------...⇄ /> [redacted]
[redacted]
[redacted]
[redacted]
 
 
Tell us why here...

Dear Mr. and Mrs. [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 internet service.
I would like to extend an apology on behalf of Cox for the incorrect information that was provided to you by our customer service team.  I have shared your experience with the organizations within Cox that are responsible for ensuring that our customers are provided with accurate information that assist them in making their buying decisions.
As a result of your experience, I have issued a 2-month (two) month service credit to your account which will reflect on your next billing statement.
Again, please accept our apologies for the inconvenience this may have caused you.  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
###-###-####

[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 12726887, and find that this resolution is satisfactory to me. 
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.They said they have made the correction and issued a credit but it has not shown up yet on a paper bill on on my website account.Thanks[redacted]
Regards,
[redacted]

Dear [redacted],
Cox Communications (Cox) is in receipt of your second “rebuttal” complaint filed through the Revdex.com.  Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention.  Doing so allows us to improve the quality of the service we provide to our customers.
It was a great pleasure speaking with you on May 5, 2016.  Per our phone conversation,
you have agreed to provide me a copy of your Cox receipt regarding the returned Cox equipment(s) including the modem you purchased.  I received a copy of your receipt on May 9, 2016 and I have submitted it to the retail Manager for research.  Once I hear back from the Manager, I will give you call over the phone, with our findings.
I have also agreed to credit the two self-activation fees that were charged onto your Cox account.  The credit adjustments will reflect on your next billing statement.  Plus, I have applied a couple of additional discounts onto your account for 12 months to assist with lowering your monthly recurring charges.
I am available for any additional questions and/or concerns you may have regarding this letter.  My office hours are 9:00am to 5:30pm, Monday through Friday.
Best Regards,
COX --------------------------------------------------------------------------------...⇄ Office of the Regional Manager 
Executive Customer Resolutions Specialist, California
[redacted]
5159 Federal Blvd. San Diego, CA 92105
Monday through Friday, 9:00am-5:30pm

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.
Thank you very much for your assistance with my problem in dealing with Cox Communications. You were successful in getting their attention where I could not. Their offer is a compromise in that the original agreement was to lock in both the cable cost and HBO, and they are agreeing to honor that for the HBO. I urge you to track complaints you receive about Cox to see if there is a trend of their failure to honor customer agreements.
Regards,
[redacted]

Every time is see a [redacted] Contour commercial I want to turn my television off. It's such a joke they call this a device that you can customize your DVR. If I want to watch a show I recorded I have to be in whatever room I recorded it in. I naturally don't want to worry about that so, I had to set up every single TV with the same series set to record. I've only had [redacted] for a month and several times now I've had glitches during a show and I cannot even fathom how ridiculous it is that I rarely had that problem with DISH, but I do with [redacted]. The DVRs are huge eye sores especially compared to their competitors. Its 2014 why are they that big? If I want to rent a recent movie I have to go on a long elaborate search for the movie because their "On Demand" is not in fact very on demand at all. The recently released movies are not recently released movies at all. At the top of the list are movies like The Internship and The Heat which came out almost 6 months ago. Oldboy just came out and it's not on the new releases but, [redacted] does have it when I search it. Also, when I have to search for a movie the search bar lags, making it very difficult to look up a show I desire. On the search bar the letters are very small on the screen making it hard to see what letters I am selecting. The remote is so inconveniently laid out that I feel like I'm playing an instrument every time I pick it up. There is entirely too many buttons on this one controller. I will say that the light up button on the remote is pretty cool and I do use it all the time. The only reason I use it so frequently is because it's impossible to remember where in the world the annoyingly elaborate button layout will take my fingers if I don't use it.
The #1 most annoying thing about [redacted]'s DVR is that the HD channels are not with the regular channels. WHO DOES THAT STILL?? And why is the icon for the show at the top of the screen?.. People don't scroll to read the abbreviations and they don't scroll to look up at the logo either. Once more, having the "original air date" on movies or episodes is a very simple thing to have and I've found other [redacted] victims agree. I can't count how many times I have wondered when an episode/movie aired because I could be watching the original movie when I want to see the remake. I could be watching something on the Travel Channel about the best vacation spots in America and it's not even from the last 5 years. But [redacted] doesn't provide me with this basic information and it is increasingly frustrating.
My boyfriend is a huge sports person and we had to order two packages to get his favorite soccer channel. Both packages come with channels we don't use. [redacted] isn't customizable at all because one package doesn't come without ordering another. In order for me to get Showtime and HBO at a decent price I had to add a land line which I don't need. Their internet is great and I haven't had bad drop outs but I don't use the internet much so that's probably why. [redacted] only offers two kinds of internet; fast or slow. There is no medium for the people that use it rarely but, want it fast when they do.
[redacted]'s hours for their customer service in certain departments are a perfect reflection on how they could care less about the customer's needs. When I placed my order with [redacted] the representative was not helpful, very mono tone, and didn't try to give me the best deal for my dollar. My first bill was $245. I paid a installation fee to get the system placed in my home. But a weird thing just happened.... I just watched a commercial telling me I should have gotten FREE installation with the exact plan I currently have. Strange, because I had to pay a fee upwards of $70 to get our system installed. The best example of how behind [redacted] is on the times is that they could not even install until a week after I ordered and every other company under the sun can do next day or at worst next 3 days. The technician who installed our system was right on time, which was another positive. Definitely the most accurate when it comes to arrival time estimations compared to some of their competitors. Wouldn't hang your hats on that positive though....Overall, I feel [redacted] is way behind the much more advanced systems of DISH and ATT U-Verse. The prices are much too high for this below average system, customer service, and general service. Changes need to be made.....and soon!

Dear [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 the rate of your service.  I have conducted a thorough review of your...

account and have determined the following:
Our records show that you added Cox phone service on July 7, 2015.  At that time, your monthly recurring rate was approximately $199.45 (not including taxes and fees).  In reviewing your account, it appears that you made long distance calls which added charges to your monthly rate. 
Our records also show that on September 13, 2015, you added the Sports and Information pack to your cable service.  This increased your monthly recurring rate by $10.00.
As a good faith gesture, I have issued a credit for the installation fee billed to your account.  However, we must respectfully deny your request for 2-years free service and/or reimbursement of payments made.
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
[redacted]

Dear [redacted],
 
Roman">Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com.  Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention.  Doing so allows us to improve the quality of the service we provide to our customers.
 
In reviewing your Cox account your services were non-pay disconnected on March 7, 2016 due to non-payment. Our records show that you did not call into Cox to disconnect your services.  Therefore the unpaid balance of $887.33 is for services rendered from December 17, 2015 through March 7, 2016. 
 
On March 23, 2016 your account was assigned to a third party collection agency since Cox was unable to collect the debt.
 
I am available for any additional questions and/or concerns you may have regarding this letter.  My office hours are 9:00am to 5:30pm, Monday through Friday.
 
Best Regards,
 
COX --------------------------------------------------------------------------------...⇄ Office of the Regional Manager 
Executive Customer Resolutions Specialist, California
[redacted]
[redacted]
 
Tell us why here...