Cox Communications - Roanoke Premium rip-off Internet

   I understand your situation as I too, had problems with Cox here in eastern Virginia earlier this year.  I have 3 suggestions which may help you obtain resolution of the problems you cited.

   First, try sending a Certified Mail letter (with a return receipt request) to Cox's president, Mr. Patrick J. Esser providing specific details of your problem, such as, dates you contacted Cox's Customer Support staff, the problem you contacted them about, what type of response you received, etc. 

   The reason for sending your correspondence via Certified Mail with a return receipt request is to ensure they receive your letter and you will have the return receipt bearing the signature of whoever received your letter at Cox.  (They can't turn around and say they did not receive it).

   I know how frustrated I was after having to call Cox's Customer Support 13 times in 30 days and still not receiving resolution of the problems I was having, but it is important to be as congenial as possible in your wording.  After explaining the problems you need resolution to, BE SPECIFIC as to what you would like to see done to resolve the problem(s). 

   Also, be sure to mention your request(s) related to the ADA.  I did get my problems resolved after sending Mr. Esser just such a letter, as well as, a phone call from one of his assistants. If after doing this you still have not obtained a satisfactory resolution of your problem(s), then there are 2 other options you might consider.

   First, there is usually a local governmental agency that oversees cable/Internet providers to whom you can direct a complaint to.  If you have such an entity there in Roanoke, then consider filing a formal complaint with them...again being as specific as possible. 

   Lastly, you can file a complaint with the U.S. Department of Justice against Cox if they are engaging in practices non-compliant with the ADA.  I hope this will be of some help.