Telecom Signaling Industry News

TMCNet:  Cox customers want some billing credit

[December 23, 2012]

Cox customers want some billing credit

Dec 23, 2012 (The Virginian-Pilot - McClatchy-Tribune Information Services via COMTEX) -- Cox Communications customers have received most emails that backed up during a service outage last weekend, but a few of them now have messages of their own for the company: "Send me credit for three days," said Susan Donn, a Norfolk resident who tried to access her email on the evening of Dec. 14 to pay for an airline reservation before it expired. A Cox pop-up box kept asking for her password but wouldn't deliver her email.

Donn didn't know that Cox's email and backup system went down around 5 p.m. that day. It didn't return to full service until Monday. Over the weekend, Donn said, she tried several times to reach Cox, always waiting at least 10 to 15 minutes.

"They never answered the phone, so I hung up," she said. "Really, I think they inconvenienced people a whole lot." Gerald Cooper, another Norfolk customer, praised the company's service in general but said it faltered with the outage.

"They could have bought some ads and let people know as quickly as possible that something was going on, that it wasn't a terrorist invasion and that they were working on it," he said.

Cox emailed apology letters to customers last week, and Emma Inman, a Cox spokeswoman in Chesapeake, also apologized.

"We are, of course, sorry for the inconvenience that caused our customers, and we worked as quickly as we could to restore their service," she said.

___ (c)2012 The Virginian-Pilot (Norfolk, Va.) Visit The Virginian-Pilot (Norfolk, Va.) at Distributed by MCT Information Services

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