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Billing Statement FAQs

Last Updated: Fri, 25 Apr 2014 > Related Articles

489 rated this

Summary

Includes the timing of statements, delivery options, and definitions of billing terms and charges.

Solution

Have questions about your bill? The following frequently-asked questions may assist you. If you do not see your question listed, try these help files:

How are services are billed?

Cox Communications bills all customers in advance for the normal monthly service charges; whereas usage-based charges, such as pay-per-view movies and long distance phone calls, will be reflected in the very next bill.

In other words, a bill received at the beginning of a month, is for the TV, Internet, and Phone services to be delivered that month, and is for an amount due at the end of that month. Items that could not possibly be billed in advance are any additional purchases or credits made after your statement was mailed or posted. These items, such as PPV movie rentals, additional long distance phone calls, product upgrades, a professional installation one time charge, or late payment fees will be reflected in the very next bill mailed or posted.

What is a partial month service, sometimes called prorated service charge?

If you added or removed TV, Internet, or Phone services in the middle of, or during, a month or billing period, then you've only used a partial month of the service. The charge or credit for that partial month will appear on the next statement.

How do I dispute the outcome of a telephone bill issue?

If you disagree with the outcome of an investigation related to telephone service, contact the Public Utilities Commission in your area. The address is printed on your Cox billing statement.

Can I change how my bill is delivered?

Yes. You can:

  • Change your billing address for mailed statements
  • Go paperless with our email reminder service for making payments online

Either way, click View/Pay Bill and select the bill delivery options that suit you the best.

More Details:

  • Billing address. We can mail you a paper bill to the house or apartment where Cox services are installed; this is called your service address. Or we can mail the bill to different address; this is called your "billing address." The service and billing address can be the same or different.
  • Email reminder. We can also send you an email whenever your next bill is posted on our secured View/Pay Bill website; this is called the e-bill or stop paper bill option.

There are no restrictions on delivery. You can elect to have both a paper bill mailed to you and an e-bill reminder emailed to you. You can change these delivery options at any time.

How do I change my billing cycle?

We are happy to assist you with this. You can either call or email us with the date you would like your payment due date to be. Depending on the number of days in the month, your payment due date may be on or about the same date each month.

Also, your next bill amount following the change is usually larger because it includes additional days offset by the new billing cycle. Some restrictions apply. Your account must be in good standing.

I'm getting one bill for TV, one for Internet, and one for Phone. Can you merge or consolidate all those separate bills into one?

Yes. If your account is current on monthly payments, we can consolidate all or your services into one billing statement. Call us for assistance.

Can I get separate statements for TV, Internet, and Phone?

Yes. If your account is current on monthly payments, we can split your statement into a TV bill, an Internet bill, and a Phone bill. Call or email us for assistance.

Why is the due date on my statement different than usual?

Depending on the number of days in the month, your payment due date may be on or about the same day each month.

If you have not paid a past due statement, then the next due date is temporarily accelerated to reflect any additional per-use charges. Once the delinquent amount has been received, your regular billing cycle due date will be restored

What is a one-time charge?

A one time charge is separate from your monthly recurring charges for TV, Internet, and Phone service, equipment, and feature packages.

A one time charge can include the cost of a professional installation, changing services, , reconnecting service due to non-payment, or an unreturned remote control to name a few.

What is an additional deposit?

If you pay your bill after the Due By date, or have a payment returned by your financial institution, or you have a significant increase in usage-based charges, such as long distance, Cox may require a new or additional deposit. The deposit must be paid by cash, money order or credit card.

Can I view past statements online?

Yes. You can view your last 18 statements online by clicking View/Pay Bill. To learn more about how to view your current bill and past statements online, refer to Accessing Your Bill Online or you can use your smartphone or mobile device. See View Your Bill Statement With Cox Mobile Connect.


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