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New Contributor III
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We finally have COX's attention
As I have mentioned in previous posts, my complaint to th FCC brought about action moving my account to another mail server which provided me improved service. Today I received a letter from Mr. Douglas Garrett, Executive Director of Regulatory Affairs apologizing for the problems and offering me a credit for one month's internet service. There's no mention of a time-frame for the network solution but the fact that corporate management is starting to feel the heat from the regulatory agencies is a good step. The FCC probably cannot take any overt action against Cox, but the reminder that they are aware of a problem has Cox been having with consumers over a long period of time and not fixed potentially could hurt the company as Congress and the White House start looking as the need to regulate Cable Companies. I will share with you the letter that I received from Mr. Garrett
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Dear XXXX,
This letter is in response to the above-referenced complaint.
Thank you for notifying us about issues you experienced with your email service. Cox recognizes that customers are inconvenienced by service interruptions and we are diligent in restoring services as soon as possible. We apologize that you had the experience described in your complaint.
During December 2014 and January 2015, Cox's email servers experienced technical issues that prevented some of our customer from sending and receiving email messages through webmail. To resolve this issue, Cox began moving its customer to a different server which unfortunately caused a bottleneck thereby causing more email delays.
As a result of your complaint, Cox engineers manually moved your service to the new server on January 20, 2015. Shortly thereafter, a Cox representative followed up with you and you confirmed that your email service was working fine.
As a gesture of good faith Cox issued a credit of $61.99 to your account which is equivalent to 1 month of internet service. Cox apologizes for the inconvenience and frustration you experienced with your email service.
RESPONDING ON BEHALF of Cox Communications California, LLC
Douglas Garrett Executive Director - Regulatory Affairs
cc:
Federal Communications Commission
Consumer & Governmental Affairs Bureau
Consumer Inquiries and Complaints Division
1270 Fairfield Road
Gettysburg, Pennsylvania 17325-7245
Health_Edge
+5 more
Valued Contributor III
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Well darn, Im man enough to eat crow. Looks like you got the right people's attention. Nicely done.
If other customers are affected as you were, what is the procedure going forward? Or is everyone slowly being moved over to the new server already?
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duhmel
New Contributor III
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By moving me to the new server, Cox acknowledged that they didn't have a solution. This was about a month ago. My impression from my contact at the time was that people that were suffering the biggest problems (i.e. have complained to the FCC) were being moved to the Atlanta server. Not everybody was being moved, only the complainers. From the letter it appears that this migration didn't go smoothly, 'causing more email delays'. Shuffling the complainers is not the long-term solution but if Forum members want to be part of the short-term improvement they should go down the FCC complaint path.
I'm dealing in the dark since Cox hasn't shared the source of the problem but since it is far worse early in the morning, it must be related to server capacity. (probably a similar problem to the Forum servers crashing). More capacity means more $$$$ and maybe that's where the roadblock is to a solution. If this email problem is technical in scope, there is no way it can be ongoing for four months. We are not dealing with a state-of-the-art problem. But we may be dealing with a solution that costs too much to implement.
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yak
+6 more
Contributor III
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Congratulations. I worried that you would be banned from the forum if you posted too many "complaints". You mentioned having the email problems in the early morning. Mine usually start around 10am Phoenix time. Today it started at 9am. They usually end around 2pm but occasionally last until 4pm. I have been a Cox customer for 30 years. They made huge improvements in customer-service between 2000 and 2010. I hope they continue.
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