Cox apologizes for problem with data-usage notifications

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Posted: Saturday, September 28, 2013 12:00 am

Cox Communications this week offered a credit to Omaha-area customers who were incorrectly notified that their data usage exceeded their plan and who then upgraded to a more expensive plan.

The company mistakenly sent emails, starting around July 16, to some customers in its Omaha and Sun Valley, Idaho, markets, stating that their data use exceeded their plan. Fewer than 1 percent of customers who received those emails upgraded their service.

Cox recently discovered the problem based on customer inquiries and its own analysis showing that usage was higher than average for the Omaha system, said spokeswoman Gail Graeve. She said Cox has now resolved the problem and has retrained the employees involved in making the error.

Cox did not say how many customers were mistakenly told that their data use was too high.

“We sincerely apologize for any inconvenience this has caused our customers,” Graeve said. “Our goal is to make sure that anyone who made a decision to change their service plan based on the overage email is made whole.”

These customers can go back to their original plans at no charge and can receive a credit for the difference in cost they have paid.

All Cox Internet customers can view their data usage at www.cox.com/datausage.

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