ComplaintsforCox Communications, Inc.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We continually have issues with Cox Cable. We are Customers using phone, internet, cable, etc. . For decades! Several 100 dollars per month. Have replaced ALL inside equipment including the purchase of new TV's, at a huge cost to us. IT MUST BE A HARDWIRING issue. Have said this to MULTIPLE reps. They agree. Requested a Cox employee to visit, still got contractors. None of them offer the same advice or solution. Each has another "suggestion/fix". Multiple box and remote changes. NOTHING works. Appears they are applying bandaids to put off correcting a huge issue that is beyond what can be fixed within our home. Last rep, a very nice contractor, came yesterday.....made a seemingly simple fix. Prior, the rep last week said he would notate the issue. Next rep had no idea why he was here. I had to recap......AGAIN! Rep last week said he'd put an order in for another visit and for me to tell them .....and I quote.....To check the splitter in the attic". I got up early to move my car so it was accessible in the attic during cooler hours. He said the splitter was outside and not in the attic! We are beyond frustrated. And his switch of of an internal modem splitter DID NOT FIX THE PROBLEM! Just moments ago, a DVR recording stopped abruptly and the cox system had to reboot AGAIN! Several times a day! We are simply wanting decent service.

  Business response

  08/03/2022

  Business Response /* (1000, 5, 2022/06/28) */ Cox's Executive Escalations SE Team submits the following response to this complaint. We would first like to apologize to our customer for the negative experience that (he/she) has encountered, and for any inconvenience that (he/she) has experienced as a result. A Cox Executive Customer Resolution Specialist reviewed our customer's Cox account. The Cox executive resolution specialist is in the process of having a member of Cox's field escalation team contact the customer to arrange an appointment for an escalations tech to visit the home. We would like to thank our customer for being a valued Cox subscriber. We would also like to thank the BBB for affording us the opportunity to respond to our customer's complaint. Respectfully submitted, Cox Executive Escalations SE Consumer Response /* (3000, 9, 2022/07/07) */ I have not yet been contacted by Cox. Business Response /* (4000, 13, 2022/07/18) */ We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address their concerns and are working to 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. We appreciate the opportunity that the BBB has given to us to assist our customer. Business Response /* (4000, 16, 2022/07/20) */ Our technician went out to the customer home regarding issues reported with the service. We have also followed back up with our customer since the visit and they have confirmed all issues seem to be resolved since the tech was out to the home. Thanks

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