Cox Communications

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 thought I would inform you that since this complaint was filed, I also found out that they never asked me to port my land line phone number I have had for years and do business on. So, of course I lost that number. This was another major faux pas that the initial rep was guilty of. I just had business cards made with that number on it and I did receive a $50 credit on my next bill by one of your reps after calling in to to let them know this occured. 
I used to work for [redacted], and I know that if your reps aren't trained better, it is the cause of a bad reputation, that Cox most certainly has here in the San Diego area. If I was in a [redacted] footprint, that is who I would go with, as they served me very well for years when I lived in Los Angeles. 
I also write for the San Diego Reader, so I hope this subject is not something I will have to write about in the future. 
In summation and relating to this exchange, I expect to NOT receive a bill for my first month according to your response on here, and I should receive a $50 discount on my second month's bill according to what the rep at Cox told me over the phone. 
Since I do NOT have a lot of faith that any of this will occur, (if the recent experiences are any indication), I will be saving your phone number [redacted], to call if I have to. 
Regards,
[redacted]

[redacted]
Cox Communications responds to Revdex.com complaint ID #
"Calibri","sans-serif"; font-size: 11pt;">[redacted] filed with your office on October 11, 2016.
Cox Communications extends an apology to our customer regarding the experience that led to this escalation. Due to underground conduit issues unrelated to Cox, the installation of internet service was delayed. Cox currently has a temporary line in place and internet service is operational at the residence. Cox is awaiting approval from the customer’s building management to be able to install a new service hardline to the customer’s home. Cox is fully committed to addressing our customer’s concerns and once we receive approval from their building management, Cox can move forward with the installation of the new hard line.
Our customer indicated that he is satisfied with the information we provided.  We have provided our customer our direct contact information should he have additional questions or concerns regarding this matter.
Sincerely,
The Executive Customer Resolution Team, NE

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.
 
We apologize for the delay on your $200.00 gift card.  I have expedited the request and your gift card will be mailed out to you on Monday, December 19, 2016.  Please allow 7 to 10 business days for you to receive it. 
 
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]
 
 
Tell us why here...

We are sorry to hear that our customer is reporting issues with pings during peak hours. Upon receipt of our customers concerns our customers assigned Executive Escalations Team Member reached out to our customer.   Our Executive Escalations Team Member explained to our customer while...

gaming systems are not supported by us here at Cox, we want to do everything that we can to address our customers concerns.  We have scheduled for our field service team to take a look at our customers concerns on Monday August, 14, 2017 between 5 and 7pm.  Our customers assigned Executive Escalations Team Member will follow up with our customer after their appointment to go over the results of our visit. We look forward to working with our customer regarding their concerns, and appreciate the unique opportunity to serve our customer through this avenue.   Sincerely,   Cox Communications Executive Escalations Team SE Tell us why here...

Dear Revdex.com:
Cox Communications responds to Revdex.com complaint number [redacted].
One of our technical support supervisors is contacting our customer to ensure the overall set-up with the cable card is correct and to help answer any questions that may have been relayed...

improperly regarding proper cable card set-up and equipment.  Our  technical supervisor  left their direct contact information in order to work individually with this customer in order to assist and resolve this matter.  
Thank you, The Customer Experience team

We are sorry to hear that our customer is experiencing issues with their data connection.  Upon receipt of our customers concerns we have reviewed the account and see that  our customer has called into report that they are having issues with the services, but stated they wanted to swap...

the data modem out before scheduling to have someone take a look at their issue.  We attempted to reach our customer on today to schedule an appointment for us to take a look at our customers concerns however there was no answer.  If our customer is still experiencing issues with their services we ask our customer to give a call to our Technical Support Team at ###-###-#### so that we can schedule a technician out to our customer’s home to ensure that their concerns are addressed.  We thank our customer for bringing their concerns to our attention and apologize for any inconvenience. Sincerely, Cox Communications Executive Escalations Team

Dear [redacted]
 
New 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.
 
I apologize for the misunderstanding/confusion on the advertised pricing on our Cox website.  I have addressed your concerns to our Marketing Department. 
 
Unfortunately, we cannot modify our customers’ monthly statements however I would like to honor your requested pricing of $59.99 a month for 12 months.  I will honor the pricing by issuing a lump sum credit of $120.00 ($10.00 x 12 months) plus tax onto your Cox account.  The credit adjustment of $126.78 has been applied onto your account today and it will reflect on your next billing statement.  Please be assured I have not done any changes onto your services so you are still receiving the Flexwatch Plan with Preferred Internet. 
 
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,
 
[redacted]
[redacted] 
[redacted]
 
[redacted]

Dear [redacted],
Thank you for the update.  If you are continuing to experience technical issues with your internet service, please contact the technician that provided you with his direct number.  This will ensure that the same technician that is familiar with your service concern can address it in a timely manner. 
Respectfully,
 
[redacted]
[redacted]
Cox Communications, [redacted]
[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 our most recent price change.  I would first like to apologize for your online chat experience as it does not appear that our reason for rate change was thoroughly explained to you.
The pricing of Cox's video, high speed Internet and digital phone services change to reflect the increased costs of doing business.  The primary reason for the increase in the retail price of cable television is the rising wholesale cost of television programming.  Broadcast networks such as [redacted] now charge higher fees to cable and satellite companies that distribute their television content instead of primarily relying on advertising to generate income for their station.
 
While Cox absorbs as much of these costs as possible, a portion has to be passed to consumers.  However, Cox continues to enhance its service offerings to bring even more value to customers.  Enhancements include more TV Online options so customers can watch television when and where it's convenient for them, new HD programming such as [redacted], and an advanced interactive programming guide with new features.
 
The costs associated with meeting customer demand for faster, dependable high-speed Internet have also increased.  Internet use is doubling every two years and people are consuming more data now than ever before.  Cox continues to invest and improve its network in response to this growing demand. Customers can benefit from the fastest in-home WiFi available in the nation, increased cloud storage for most customers, and free access to a comprehensive suite of security software, including parental controls.
 
Cox is also part of a cable consortium that offers its Internet customers access to more than 300,000 free Cable WiFi hotspots nationwide in popular cities such as Los Angeles, San Diego, San Francisco, Las Vegas, Phoenix, Philadelphia, Chicago, New York City and Washington, D.C.
 
If you are experiencing technical issues such as slow speeds, please feel free to contact me directly and we will have a technician come to your home at your convenience. 
 
Again, please accept our apologies for the lack of explanation during your initial call.
 
Respectfully,
 
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

Dear Mr. [redacted],
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs.  I am in receipt of your complaint filed through the Revdex.com in regards to your recent install.  I have reviewed your account and would like...

to extend an apology for the inconvenience we may have caused you.
As a result of your experience, I have issued credit for all install fees billed to your account.  In addition, I have issued credit for 1-month of service which will reflect on your next billing statement.
Again, please accept our apologies for the level of service you have received while attempting to establish service.  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
[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 on April 11, 2016 Cox installed cable, internet, and phone services at your residence.  Your services are currently on a promotional offer for Advanced TV, HBO, Preferred internet, and Premiere phone services for $99.99 for 12 months.  However, the promotional offer does not include DVR service and equipment/FCC fees. 
Therefore the extra fees you are paying for is the following:
 

$19.99 DVR service
$5.00 off for 12 months = $14.99 a month
 

$8.50 monthly cable box rental fee
$8.50 x 3 boxes = $25.50 a month
 
$3.82 telephone FCC fee a month
 
At this time your monthly recurring charges with the promotional offer, DVR service, and equipment/FCC fees is $144.30 before tax and after tax estimated total is $159.97 a month.  I have attached your monthly billing statements for your review and for your records. 
 
Unfortunately, on June 3, 2016 your service was temporarily disconnected due to non-payment however a payment of $165.19 was paid on June 4, 2016 which reconnected your services.  The payment of $165.19 paid for your April 13, 2016 statement (services for April 11, 2016 through May 10, 2016).
 
Currently, you have a past due balance of $158.42 from your May 13, 2016 statement (services for May 11, 2016 through June 10, 2016) and a current balance of $187.23 from your June 12, 2016 statement (services for June 11, 2016 through July 10, 2016) for a total balance of $349.21.  Your current statement of $187.23 includes a reconnection fee of $21.43.
 
Our records show that on June 21, 2016 we have attempted to explain to [redacted] the monthly charges onto your Cox account. 
 
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]

Dear Revdex.com:
[redacted] Communications Business team has reviewed the customer's rejection for case# [redacted].
The Business Technical Support mangement team  requested  that one of their staffers reach out to this customer to review claimed issue with the service. This team has not heard back from the customer. We ask that our customer please contact the technical support staff at the number that had been provided in order for the team to assist  further with any technical concern. In addition, pertaining to the wiring of the building- [redacted] wired the site based on what the Building Manager's requested. As mentioned in original conversations with our customer,  to discuss any concerns with  the way the  building was wired to please reach out to their Building Manager.
Cox has reached out  our customer. In order for [redacted] Business to assist  our customer further, we ask that our customer to please reach out to the technical staffer at the number  provided.  
Thank you,
[redacted] Business Team

We are sorry to hear that our customer experienced issues with missing channels. Upon receipt of our customers concerns we reviewed our customer’s account and found there was an issue that affected our customer’s video services that is now resolved.  Our Executive Escalations Specialist...

reached out to our customer and provided our customer with their direct contact information and confirmed that all issues were resolved. Our Technical Support Team has issued our customer $36.41 in credits for issues they have experienced. We thank our customer for bringing their concerns to our attention, and for any inconvenience caused by the issue with their services.   Sincerely,   Cox Communications Executive Escalations Team SE Tell us why here...

Dear Revdex.com,
 
Cox Communications is responding to the rebuttal of complaint ID of [redacted]
We apologize that our customer had not been able to reach the agent assigned to the case. The number left in voicemails is a direct line and has voice mail that is monitored on a regular basis.
We are taking steps to address the speed and connectivity issues reported. Cox offers multiple speed options to meet different needs. Cox has increased the speed on our customer’s account under a promotion to see if that will address the issues reported without having to schedule a technician visit. If this does not rectify the issue we will continue to work with our customer.
We have also granted credits on the account to address the reactivation and past due charges. We appreciate that this is an ongoing concern and will make ourselves available to continue to work with our customer to find a satisfactory resolution.  Directly contacting the assigned Specialist will lessen any delays in response and will provide the most efficient track to a resolution.
Respectfully submitted,
 
                                        ...⇄
Cox Communications Executive Resolution Team

Dear Revdex.com,

"Calibri","sans-serif"; font-size: 11pt;"> 
Cox Communications is responding to the rebuttal of complaint ID of [redacted]
 
We apologize for the circumstances that led to this complaint, and have addressed the concerns mentioned. The information provided about actions taken by specific agents, both in the home and over the phone have been brought to the attention of the appropriate supervisors to be addressed accordingly.
 
It is Cox’s policy, in order to ensure a positive service experience for our customers, to require a professional installation in a home that has not had Cox services within the past 12 months. This is so any wiring and or signal issues can be addressed and our customer can begin enjoying their services right away.
 
We had a Technician go to the home to troubleshoot the issue and it was found that a program running on our customer’s computer was causing the slow down he was experiencing. Once this was identified and addressed, download speeds were restored to acceptable levels. We thank our customer for choosing Cox Communications and look forward to providing them with exceptional customer experiences going forward.
 
Sincerely,
 
Cox Communications Executive Resolution Team

Thank you for the quick response. I am hopeful that the last visit will fix our problem. Each time they've come they've had to replace our box which really sucks because then we have to set up everything again. 
Have a great day!

Dear Mr. [redacted],
sans-serif;">
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 that you disconnected your Cox cable and internet service on January 27, 2014.  After the disconnection Cox charged you for the eMTA/Modem equipment for $122.00 and Cable Box for $188.00.  On March 20, 2014 the eMTA/Modem equipment was returned to Cox.  However, I have removed the charge of $188.00 onto your account, today, for the Cable Box.  In addition, we have notified our third party collection agency to stop all collection activity onto your account as of date.
 
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 General Manager 
Customer Relations Specialist, California
858-836-7344 tel   866-570-5486 toll  
5651 Copley Drive, San Diego, CA 92111
Monday through Friday, 9:00am-5:30pm
[redacted]

Let me begin by thanking you for allowing *ox the opportunity to serve your *ommuni*ation needs.  We are in re*eipt of your *omplaint letter filed through the Revdex.com regarding the rates of your...

servi*e. 
Our re*ords show that you initially installed internet servi*e on Mar*h 4, 2009.  At that time, your monthly re*urring rate was $28.95.  Sin*e your install, *ox has in*reased its internet speed on several o**asions without in*reasing the monthly re*urring rate.
During our rate *hange in O*tober 2011, the level of internet servi*e that you subs*ribe to in*reased from $31.99 to $34.99 per month.  Our re*ords show that you then agreed to a 12-month *ampaign that provided you with a $10.00 dis*ount per month for 12-months.  This *ampaign expired in O*tober 2012. 
O*tober 2013, *ox *ustomer’s experien*ed another rate *hange.  As a result, the internet servi*e that you subs*ribe to in*reased from $34.99 to $47.99 per month.  This rate remained the same through our dis*onne*t date of June 30, 2014.
All *ustomers are notified at least 30-days in advan*e prior to *ox implementing a rate *hange. 
Our re*ords show that on July 17, 2014 you spoke with one of our *ustomer *are representatives in regards to your a**ount.  As a good faith gesture, they forgave the remaining balan*e of $71.20 by applying *redit.
Mr. *., *ox would like to apologize if this was not explained to you.  I am available for any additional questions and/or *on*erns you may have regarding your *ox a**ount.  My offi*e hours are 7:30am to 4:00pm, Monday through Friday.
 
Respe*tfully,
 
*OX

First, we had a problem with our Internet connection. We repeatedly got disconnected and our download speeds bottlenecked even though we had the Ultimate Internet plan. We had trouble even streaming Netflix. After replacing our modem and router at the suggestion of COX, the problem continued with both of our PCs and laptops, so we knew the problem wasn't the computer.
Finally COX sent out a senior agent to take a look at all of the equipment and run tests over a period of a week. He said the problem was with COX's hardware and wiring in this specific area. He put in a request to get it fixed. After a month, COX claimed it was fixed, but it never was. COX said they wouldn't be able to help us fix the issues further unless they received more complaints from the area. We downgraded a couple levels and the problem got a considerably better, but not completely.
Second issue, months later we decided to move and cancel our service. We had signed up for automatic payments. When we canceled, they said they couldn't stop the automatic payment in time, but we would be refunded. I was completely fine with that. Except now it's a month later, and I still don't have my refund. I've called 5 times to follow up, and each time I'm told the previous agent submitted the refund incorrectly or didn't do it at all so nothing had gotten processed. The last time I spoke with a manager, and she said I would receive the check by mail on Feb 5 or 8. It's Feb 9 now.
Won't be using COX again. If you must, be cautious about their automatic payments. They seem completely incompetent when it comes to refunds.

Dear Ms. [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 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. [redacted], 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
###-###-####