Cramer Electrical Contracting Inc

Cox Communications files this response in regards to complaint [redacted]. We apologize for any inconvenience and overall customer service experience this matter has caused our subscriber.  Cox Communications has come to a resolution with the subscriber. Cox Communications will be replacing the...

subscriber’s rain spout and will be repairing the hole in her siding. Again, Cox Communications apologizes for inconvenience this matter has caused our subscriber.
 
Sincerely,
 
Cox Executive Resolutions

Cox Communications files this response in regards to complaint [redacted]. A member of Cox’s Executive Resolutions team has attempted to reach the subscriber on three occasions. The subscriber’s complaint is not related to Cox’s service as the complaint states “ A hired IT person leaked personal...

information, to a hacker friend, who has attacked my gaming programs, preventing me from playing games that I have purchased.”  The subscriber will need to file a police report with their local authorities in regards to this matter.  Should the subscriber have any additional questions or concerns they can contact the member of the Cox Executive Resolutions team at [redacted].
 
Sincerely,
 
Cox Executive Resolutions

A member of Cox’s Executive Resolutions team spoke with the customer on June 19, 2017 in order to address her concerns. The Resolution Specialist attempted to troubleshoot the issue she is experiencing when accessing the Cox website. After normal troubleshooting did not resolve the issue, the...

Resolution Specialist suggested utilized Cox Tech Solutions (CTS) service. The cost of this service was waived so that we could further troubleshoot the issue. The CTS agent could not find a cause to the customer’s issue and referred the matter to our Mail Team. We will continue to investigate this issue until we are able to find a resolution. The Resolution Specialist will continue to work with the customer until the resolution is reached. We apologize for any inconvenience, and we appreciate the customer allowing Cox the opportunity to respond to her concerns. Sincerely, Cox’s Executive Resolution Team

A member of Cox's Executive Escalations team contacted the customer to address their concerns.  The customer was advised that Cox records confirm that the customer was installed on April 29, 2016 and was disconnected on August 15, 2016.  The customer did return the equipment on...

July 6, 2016 and therefore a service credit was applied to the customer's account to cover the service from July 6 through August 15, 2016.  The customer was also issued additional credits including late fee charges and reactivation fees and has been advised the new balance in the amount of $275.59 is for services rendered.  If the customer has further concerns they have been provided the contact information of the Executive Resolution Specaislit assigned to this case.  Cox appreciates you allowing us the opportunity to address this matter. Sincerely Cox's Executive Resolution team.

A member of the Cox Executive Resolution Team contacted the customer to discuss their concerns and apologized for the problems they went through when trying to port the numbers. The customer was assured the matter would be looked into and proper feedback would be sent for coaching purpose. Due to...

the inconvenience Cox has agreed to waive all early termination fees. The customer appreciated the follow up call and the credit. Thank you for allowing us the opportunity to address the matter. Cox Executive Resolution Team

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 has followed through with their promise. I would however still dispute that I ever received a notification of a rate increase and still find unprofessional that such a thing occurred so soon after agreeing to the previous rate. 
Regards,
[redacted]

On March 27, 2017, a member of Cox’s Executive Resolution team spoke with the customer in reference to her concern. Since we are unable to confirm the whereabouts of the equipment in question, we have removed the cable box from her previous Cox account.  This change resulted in the removal of...

her $400.00 equipment charge.  The remaining balance still outstanding is $193.07. We have notified the Collections Agency, [redacted], of the updated balance and the customer’s credit reports will be updated. We ask that the customer allow up to 90 days for all of the Credit Bureaus to be updated. We apologize for any inconvenience this may have caused and look forward to working with the customer in the future. Sincerely, Cox’s Executive Resolution Team

In response to the customer’s concerns, we have provided the direct phone number to a member of our Customer Referral program so that Cox can issue the requested credits. She was advised to contact our team should she experience any further issues getting this matter resolved. While we apologize...

for this inconvenience, we appreciate the customer bringing this matter to our attention. Sincerely, Cox Executive Resolutions team

In response to the above concerns, we can confirm that the customer was billed in error for equipment charges totaling $26.33. Although the collection agency, [redacted], was notified of the incident on December 01, 2015, the customer has up to 45 days to resolve any disputes before it’s sent to the credit...

bureaus. Given that a credit was applied to the customer’s account on December 15, 2015, zeroing out the disputed charge, we can confirm that this will not impact his credit. In accordance with the customer’s request, a written letter will be sent to the customer affirming the reconciled balance.
We apologize for any inconvenience this may have caused, and we will continue to work toward improving the customer experience.
Sincerely,
Cox’s Executive Resolution team

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory. However, I would hope the company takes steps in the future to prevent this occurring to other customers. My fiance had the same thing happen to him a few years back, but being able to produce the bills from where his equipment was purchased he had to return the equipment. I'd like to see the company to take steps to verify any equipment was leased prior to billing for unreturned equipment in these instances rather than, what I believe to be, them automatically sending out bills for unreturned equipment. 
Regards,
[redacted]

Cox’s records indicate that this was resolved with the customer on September 09, 2015. Due to the customer’s equipment interfering with the signals coming from the main line to his home, it was required that it be replaced with a Cox approved modem. Due to the inconvenience, the cost for his modem...

upgrade has been waived. This credit will be reflected on his upcoming Cox bill.
 
We apologize that this was not resolved sooner, and we appreciate the customer allowing Cox the opportunity to respond to his concerns.
 
Sincerely,
 
Cox’s Executive Resolution Team

On January 17, 2018 a member of the Cox Executive
Resolutions team spoke with the customer to address her concerns.  The
Resolution Specialist referred her issue to the Damage Claim department.
 Cox’s damage claim supervisor contacted the customer and is currently
investigating the...

damage.  The customer agreed that the monthly billing
has been corrected and all adjustments have been applied.  We apologize
for the inconvenience and we appreciate the opportunity to address her
concerns. Should the customer have any further questions about this matter, she
may contact the Resolution Specialist at the number provided to her.
 
Sincerely,
Cox’s Executive Resolution Team

Cox’s records confirm that the customer was previously benefiting from a promotional discount lowering her monthly rate to $34.99. That promotion expired on April 7, 2017, thereby raising the customer’s monthly bill to $39.99.  On October 4, 2017, customers who only subscribe to Cox’s Internet...

service and were not in a 24 month service agreement experienced a rate increase. Notification of this rate increase was explained via the customer’s October 1, 2017 billing statement. We can confirm the customer did not see this increase until November 1, 2017. Cox is committed to providing the best value in the marketplace for our internet service. We are continuously improving our network to maintain superior high speed internet service for our customers. To keep up with the costs incurred with ongoing network enhancements and to continue delivering the latest technological advances, we occasionally have to adjust our rates. Some of these technological benefits include faster download and upload speeds, free Wi-Fi access and hotspot obtainability, and free Cox Security Suite (with Cox Internet Preferred or higher). After researching the customer’s account, the Resolution Specialist confirmed that she is already receiving the best rate available to her. Currently, the customer’s monthly rate is $42.99 which is subject to change with any future rate changes. We appreciate the customer allowing Cox the opportunity to address her concerns. Sincerely, Cox’s Executive Resolution team

I have reviewed the response offer 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.
"Your carrier has provided the FCC with a response to your complaint. You
should receive a copy of the response from the carrier within 7-10 days
via postal mail. As such, no further action is required. Your complaint
is closed."  < Message from the FCC received by email I never received a copy of the response by mail from my carrier. I wish to receive a letter of your communication with the FCC. I have tried to get in contact with support, field leader, and other various cox communication contact methods. I usually never get a follow up after leaving messages via voicemail or email. All I asked for was an update. "While
we expect for this to be completed on time, in the event we’re not able
to complete it by April 30, 2016, the customer has been compensated
from October 2015 to July 2016.
Cox apologizes for the inconvenience."The bills between 11/24/2016 - 1/24/2016 were already a mess because someone or the system changed my internet package from ultimate to ultimate. My internet was changed to the exact package I was already subscribed to thus knocking me out of my price lock guarantee for ultimate tier.  All I ask for is communication... Not frequently just a "Hey it's still being worked on". I've dealt with technicians/maintenance before when my tap was damaged because a Squirrel chewed on the RG6 drop line and water destroyed both. Do you know how it was fixed at first? I was split off my neighbors tap for around 2 years. It took many phone calls and techs visits "Oh, I can't fix that I'll put a ticket into maintenance" - I finally visited the solution store at [redacted] and explained my situation in person about the tap being damaged and it still took a while for maintenance to fix it took them around 10minutes. I suffered with instability and frequent resets for a long time usually when it was very cold or it rained for 2 years. So, Yeah. I'm sorry if I do not take your word at face value. I've reached out to others near me who are experiencing the same issue who also require node splits (Not the same node). Now I was informed that 500/600 households share a "node".  Alright, If this is true - anyone who has an internet package over 50mb/s during the hours of 5pm - midnight (peak hours) is not even remotely getting close to the speeds they are paying for being informed, or not.  Now if the issue isn't resolved by summer when school is let out for summer vacation and internet usage will dramatically increase I guess I'll be reduced to dail up speeds...  I've attached an image of my speed levels at the lowest point now keep in mind I'm paying for 200 down and 20 upload. During peak hours and on weekends I usually get around 30 down and 20 up. Check out the image and tell me if you think that's remotely close to 200/20In the end all I ask for is stability, communication, and getting remotely close to the speed you pay for.

While there are no records of the customer contacting Cox remove the Sports and Info Pak and Sports Pak 2 from her account, in accordance with her request, we have removed the said packages and applied a credit to offset the charges since October 15, 2017.  As a one-time courtesy, we have also...

applied a credit in full for the Pay Per View (PPV) event ordered on December 30, 2017. In the future, since PPV events are nonrefundable, we will be unable to apply adjustments for similar issues.   We note that the customer is already receiving the highest discounts available to her. Should the customer have any further questions about the information above, we ask that she please contact Cox’s Support team at ###-###-####.   Sincerely, Cox’s Executive Resolution Team

Thanks for all your help with this-the gutter was installed and the hole filled in and painted 
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 have reviewed the response offer 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.
This issue has been going on too long.  Basically it started in November 2014 shortly after Cox double they speeds they were providing to customers.  Their infrastructure was apparently unable to cope with the upgrades and customers suffered due to reduced speeds to everyone on nodes that were over-saturated.  It took them several months and an email to one of the higher up executives for them to even acknowledge I was having issues. Since them the problem has been 50% fixed.  I say that because my issues this time around are not as bad, but still unresolved completely.  From what I understand the node I'm connected to was 'split' sometime around March.  That didn't completely fix the lack of speed but it was better for the most part until recently.  I have had numerous Techs come out to the home and verify that my equipment by far exceeds speeds that cox is able to provided.  They also have found my wiring to be in excellent condition and signals to the modem are excellent as well.  As of 1/20/2016 two Cox techs have been to my house just this year.  Both techs found no issues in my home and both did their jobs very well.  The first tech to come out this year did a throughput test.  It tests for sustained speeds of the internet.  The upload side was fine, on the download side it was low and it even dropped beyond that every few seconds.  The tech put in a work ticket to Maintenance.  It was closed and nothing was ever done.  I was never contacted in any way to verify the issue was fixed or not.  After that is when I filled my report with the FCC and the Revdex.com.  The main issue here is that Cox has been unable to provided there advertised speeds to customers.  Most good Internet Service Providers that provided internet over coax are constantly upgrading and monitoring their network in most or all locations.  It seems Cox is not.  Typically the ISP will only allow a cable node to utilized 50% of the bandwidth during peak hours.  That gives them plenty of room for new customers and existing customers who want to upgrade.  Now this time I was told that the issue my not be an overloaded node but rather some other problem at the head end and they are working with a DOCSIS team to remedy the issue.   I just don't completely believe that because my issues has never fully went away.   I'm paying for 100Mbps download and 10Mbps upload.  Most of the time my speeds are 20 to 40Mbps during peak hours.  Those symptoms are typical of a over loaded nodeRegards,
[redacted]

We appreciate the customer bringing this matter to our attention. In accordance with the customer’s request, a credit was applied for the five days that she did not have an Internet connection. In addition, an on-time guarantee credit was issued for the field technician arriving outside of the...

scheduled 2 hour timeframe.
We can confirm that the customer does not subscribe to cable. If the customer is interested in receiving her local channels from us, she can subscribe to any of our cable packages.
As regards to the customer still experiencing issues with her Internet, a follow-up service visit was offered. However, the customer is unable to commit to anything at this time, and will contact Technical Support when available. 
We apologize for any inconvenience this may have caused. And we will continue to strive to provide our customers with the highest quality of service available.
Sincerely,
Cox's Executive Resolution Team

Cox has given my a "discount" for the days that I had no service.    I placed another service call and the technician  gave us another modem, again, and stated that the issue with the connection is that the way the house was built is the problem.  Really?  We have lived in the new house for almost 10 years.  We did not have any issues until after we disconnection our cable from Cox. 
The technician left and we are still having outages with our internet.Cox is trying to push us to purchase their cable package.   They proved this by "blocking" our local channels by installing a cable to block us.The issue is still NOT resolved.Thank you for your assistance with this matter.[redacted]

This issue has been resolved a member of Cox's Executive Escalations team contacted the customer and apologized for the poor experience they had with the video service and for being charged a service call fee.  In speaking with the customer they confirmed they never could get the cable service...

working properly so they cancelled the cable.  The Executive Resolution Specialist offered to have cable professionally installed and waive the fee but the customer declined the offer.  The customer's account was issued a full credit for all the cable services and the service call fee.  The customer was satisfied with the resolution.  Thank  you for allowing Cox the opportunity to address our customer's concern.  Cox's Executive Escalations team.