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Did you forget your voice mail password? How about problems with the fax machine? Going on a trip and need to manage call forwarding? Whatever your question, we make sure our digital telephone support has the answers.

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Telephone FAQs

Last Updated: Fri, 06 Jun 2014 > Related Articles

136 rated this

Summary

Learn additional information about Cox Digital Telephone service.

Solution

View the following frequently asked questions about Cox Digital Telephone. If you have additional questions, you can contact us.

Billing

Is there a fee to switch to Cox Long Distance?

No. There is no charge to switch over to Cox Long Distance. And, Cox Long Distance is simple and affordable.

Why am I still receiving a separate long distance bill from companies like AT&T?

  • Long Distance companies prefer to bill customers directly for their long distance calling, that is why you receive a separate bill.
  • If you select Cox as your long distance provider, we can put all of your local and long distance on one easy to understand bill.

What are some of the Federal Communications Commission charges that I see on my bill?

The Universal Fund Fee was created by the Federal Communications Commission (FCC) to help provide affordable telecommunications services for low-income families, to remote areas and advanced services, such as Internet access, to eligible organizations. All long distance carriers pay into this fund. The Carrier Line Fee helps recover a portion of fees paid to local phone companies for access.

Can my long distance company be changed without my permission?

Switching your long distance company without your approval is called slamming, and it's illegal.

  • Slamming: The illegal practice of changing a consumer's telephone service - local, intralata or long distance service - without permission. Such unauthorized switching violates FCC rules, regardless if the change was intentional or unintentional.
  • Cramming: A practice in which customers are billed for enhanced features such as voice mail, caller-ID and call-waiting that they have not ordered. This Definition is provided so that each user will be able to differentiate slamming vs. cramming. Cramming is not to be tracked for purposes of reporting to the FCC.

What is a Universal Connectivity Charge (UCC)?

The FCC requires Cox and other long distance carriers to pay into the Universal Service Fund. This helps provide affordable phone service and gives schools, libraries and rural healthcare providers access to the Internet. Cox is recovering its costs for the required payments into this fund through a separate charge on each residential customer's bill. This charge is called the Universal Connectivity Charge.

What's the difference between Intra-State and Inter-State?

Intra-state refers to calls that originate and terminate within the same state. Inter-state calls originate in one state and terminate in another. Cox Communications is licensed to provide both intra and inter-state services to our customers.


General

Can I keep my current phone number?

Yes, in most instances, Local Number Portability (LNP) allows a customer to change local exchange carriers and maintain their current phone number, even though they are now serviced by a different provider.

Is Directory Assistance available?

Yes. Directory Assistance is available with Cox Digital Telephone service.

Will I still be listed in the Phone Book?

Yes. Or if you choose, the information can be kept private.

How can I tell who my long distance provider is?

There are several ways to determine who your long distance provider is:

  • Contact a Cox customer service representative.
  • Call 700-555-4141 from the phone line in question. A recorded message will state the name of your carrier.
  • Dial "0" and an operator will assist you.

Can you assist me with my voice mail?

Yes. This website offers quick instructions on how to set up, use, and troubleshoot voice mail. If these instructions do not resolve your issue, please contact us.

Can I make a phone call and watch TV at the same time?

Yes. In fact, you can also be surfing the Internet with Cox High Speed Internet. Cox's broadband network allows you to use multiple appliances simultaneously.

Is Cox renting its phone line from another service provider?

No, Cox Communications is a facilities-based provider. That means all of our services are provided over a network that we built and monitor.

What makes Cox Digital Telephone better than it's competitors?

Cox Digital Telephone is provided over an upgraded digital fiber-optic network that has made Cox first in reliability. Our state-of-the art technology assures you of crystal-clear connections and, to keep your phone service trouble-free, we monitor the network 24 hours a day.


Installation and Repair

Does someone have to be home at the time of install?

Yes, it is important that we make sure that the phone jacks in your home have dial tone and that all of the services that you requested are in working order before we leave.

What exactly do you do during the time of install?

We will attach a Network Interface Unit (NIU) to the side of the your home (usually where the other utilities are located), test phone lines and jacks, verify services and test outgoing and incoming call ability.

What is a Network Interface Unit (NIU)?

A Network Interface Unit (NIU) is the device placed on the side of the house and connects incoming signals to the wiring inside the house. The Cox NIU is similar to the device that other phone companies utilize.

Will the house have to be re-wired?

Usually not. There might be a time when our customer wants an outlet in a place that is not pre-wired or there is a problem with the existing pre-wire but this is the exception, not the rule.

If Cox High Speed Internet goes down, will the phone service go down also?

No. Outages can occur for a variety of reasons that may not affect the phone lines. The Cox Network Operations Center constantly monitors the network for potential problems, quickly identifies interruptions in service, and remedies the problem.

Will I have to buy a special phone for the new service?

No, the phone working with your current service should work with the Cox Digital Telephone service. Cox utilizes the same type of switching equipment and software as other phone service providers.

Will Cox Digital Telephone lines work with regular computer modems?

Yes

If my cable goes out, will my phone go out too?

Not necessarily, because cable outages can occur for a variety of reasons that may not affect the phone lines. Cox's Network Operations Center constantly monitors the network for potential problems, quickly identifies interruptions in service, and remedies the problem. In addition, Cox provides back-up power for a small fee. For more information, contact us at 855-324-7700 or visit any Cox Retail Store to order a battery for your telephone modem.

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