Video Service Information
Products and Services Offered – Cox offers a variety of video programming choices including a basic service tier (Cox TV Starter) with most of the local television broadcast stations in your area and, in most areas, an expanded basic service tier (Cox TV Essential) and other service tiers and packages that include additional cable programming services. There are many digital cable programming services and features that you may also purchase with Cox Advanced TV or Contour TV options, which include access to the interactive programming guide, digital music channels, and video-on-demand (OnDEMAND). Cox also offers individual premium channels and pay-per-view services for additional movies, sports and other special events. Various tiers of service offered by Cox may be sold separately or as a package with other tiers; however, as a prerequisite for subscribing to any of the video programming offered, customers are required by law to subscribe to the basic service tier (Cox TV Starter), also offered as a stand-alone tier.
All Cox systems, except for a limited number of small systems in Arizona, are all-digital, offering channels exclusively in a digital, encrypted format. Cox offers customers the option to rent equipment, such as cable set-top converters, remote controls and/or CableCARDs™ that may be needed to access cable services with your TV equipment. Programming services and features available may vary depending on the Cox equipment or other equipment you use to receive them. For example, converters that are not as fully featured as the advanced converters we lease (i.e., no on-demand access) may provide a more limited channel selection.
Visit us at http://www.cox.com or call us at the number on your bill for more information about products and services, equipment options and pricing in your area.
Prices, Channels and Programming Options – A complete listing of the channel lineup and prices available to you can be found at https://www.cox.com/residential/tv/channel-lineup.html or you may call us at the number on your bill to obtain a printed copy.
Changes in Service or Prices – Subject to applicable law, we have the right to change our services and prices at any time. As a Cox customer, you will generally receive notice of changes in services or prices at least 30 days in advance or in compliance with applicable laws. The notice may be provided on or with your monthly bill, in a separate mailing, on an information channel, as a newspaper legal notice, as part of this annual notice or in some other written form. Additional information regarding such notices may also be found on the Cox website.
Installation and Service Maintenance Policies – Standard installations are generally completed within 7 business days. Someone over 18 years of age must be home during any installation or repair of your cable television service. Cox employees and agents of Cox are required to wear a Cox employee or Cox contractor identification badge. Cox will make every reasonable effort to reschedule any missed service appointment at a convenient time for you.
Access to Customer Premises – By ordering service, you agree to allow employees and agents of Cox access to your premises at reasonable times to inspect and maintain the cable equipment at your service address and, upon termination of service, to remove the equipment. Cox is not deemed to have abandoned equipment that it does not remove.
Moving – Before you move, please call us on the phone number listed on your bill. This is the best way for us to arrange for your service to be disconnected and to schedule an installation at your new home if it is in our service area.
How to Use Your Cable Services – Customers may visit us at https://www.cox.com/residential/support.html or call us at the telephone number on your bill for more information regarding the use of your Cox cable service. (Customer support is available by phone 24 hours per day, 7 days per week).
Billing; Charges and Fees – Your monthly Cox bill provides the charges, due date, payments and credits on your account, and may also contain special customer messages. Fees and charges are payable in advance once service is initiated. If you initiate a change in your services, you are subject to the applicable installation and/or charge associated with your new service selection. There may be a nominal non-recurring administrative charge for requested service tier changes. A late fee is added to any bill amount unpaid after the due date. If your payment is made with a non-sufficient funds check or credit card, you may be charged a fee for handling. Additional information for your area regarding Cox billing may be found at http://www.cox.com you may call us at the telephone number listed on your bill.
Disconnect Policy; Refunds/Credits – A request to disconnect cable service can be made at any time. Billing for service will stop on the day you request the service to be discontinued, subject to billing for applicable fees and outstanding balances on Cox video and/or other services. Additionally, equipment provided to you by Cox must be returned upon disconnection of service or appropriate charges will apply.
If your request to disconnect service occurs before the end of a prepaid period, Cox will refund the prorated unused portion of the fees and charges (subject to the offsets referenced above and the return of Cox equipment). If the pro-rata unused portion is less than $5.00, Cox will make the refund on your request. If you are a Price Lock Guarantee customer and you are cancelling before the end of your term, you may owe an Early Termination Fee.
Connecticut Customers (required notice): Video Outage Bill Credit – Customers must notify Cox within 30 days of a video service outage affecting a customer's service that lasts 24 or more consecutive hours to receive a bill credit.
Delinquent Accounts – If your service is suspended or disconnected for non-payment, we require full payment of the balance and a reactivation fee and may require a deposit and a minimum of one month's service charge before reconnecting services.
Complaint Procedures – Customers can direct cable billing or service complaints to Cox at the telephone number listed on your bill. If you believe Cox has not properly resolved your issue, you may contact your local franchise authority. Refer to your monthly cable bill or call the local customer service number listed on your bill for the address of your franchise authority contact designated to receive consumer complaints. For customers with specific complaints regarding closed captioning, please submit written complaints to the dedicated contact at the address listed on your bill for closed-captioning problems or email firstname.lastname@example.org.
Theft of Cable Service – Unauthorized cable hook-up or cable theft is a crime that is punishable by fines and/or imprisonment.
Signal Blocking Tools – If you can see images or hear sound from scrambled premium adult or other channels that you do not subscribe to or you do not want to receive a free preview of any premium channel that Cox notifies you it is offering, you may contact Cox at the number on your monthly bill for information on tools to block the channel.
Television Picture Quality – If you experience problems with the quality of television signals you receive, please call us at the telephone number listed on your bill. A Cox customer service representative can often resolve your problem over the telephone. If this cannot be done, we will set up an appointment for a skilled technician to come to your home. If, in your opinion, the service technician fails to correct the reception problem, you should call us again and we will review the actions taken. Should we continue to be unable to resolve the problem to your satisfaction, we will explain the reasons we cannot solve the problem. You may also refer to your cable bill or call the local customer service number listed on your bill for the address of your franchise authority contact designated to receive consumer complaints.
Television Equipment Compatibility – Most modern television sets and DVRs sold in retail outlets are certified cable compatible ("cable ready" or "digital cable ready") and can receive, when connected directly to the cable service, all unencrypted television channels carried on the cable system. However, Cox encrypts (or "scrambles") all channels, including those on the basic service tier, to improve customer service and assure that services are delivered only to authorized subscribers in all but a limited number of small systems in Arizona. Encrypted channels cannot be viewed without a device that can decrypt their signals, which may be either a cable set-top converter compatible with and authorized by the Cox system providing service to you, or a certified CableCARD-compatible device purchased from a retail outlet (such as a TiVo® DVR) that is equipped with the CableCARD technology described below.
Cable Converters – If you have a certified cable ready or digital cable ready TV or display device, you may not need a set-top converter to receive basic services that are unencrypted. However, some models of TVs, VCRs and DVRs — especially older TV sets that are not "cable ready" — may not receive all of the channels offered when connected directly to the cable system. In addition, on Cox cable systems that have transitioned to all-digital transmissions, all channels may be encrypted, including those carried as basic services. If your TV, VCR, or DVR cannot receive all of the channels you desire or the channels you want to view are encrypted, you may: (i) obtain a set-top converter from Cox at a low monthly charge; (ii) obtain a CableCARD from Cox at a low monthly charge (if your home equipment is a certified CableCARD-compatible device); or (iii) purchase at retail, if available, a different certified CableCARD-compatible device capable of accessing all the cable services you want.
If you plan to access cable services that we scramble or encrypt, you should make sure that any set-top converter, navigation device, television, or other display device you purchase is compatible with the Cox system providing service to you and is capable of working with separate security devices (CableCARDs) that we must provide for your equipment to access encrypted services delivered over Cox's cable system. Devices sold in retail outlets that are labeled as "digital cable ready" are certified to comply with the FCC technical standards and will have completed a testing and verification process, indicating that they are compatible with Cox's network. Devices purchased on the secondary market, however, such as used, imported, or stolen devices purchased from individuals or internet resellers, may never have been certified for retail sale and may be incompatible or otherwise unsafe and unsuitable for connection to the Cox network. Such devices, even if they are the same make and model number of a customer premises device that Cox deploys on its network, may: (i) cause electronic or physical harm to the network; (ii) cause interference with the service provided to other customers; or (iii) jeopardize system security or otherwise be used to assist or be intended or designed to assist in the unauthorized receipt of communications services, which are criminal and civil offenses. Cox reserves the right to deny the attachment of any device, other than a certified, CableCARD-compatible device, for any of the reasons discussed above. Upon request, we will provide you with the technical parameters that are needed for any device to operate with our security cards and cable system. Unless authorized or provided by Cox, the use of converters with internal or external descrambling units in a Cox system is illegal.
Set-top converters, CableCARDs, and other devices offered by Cox and other cable operators generally are not interchangeable among various cable system networks because they typically incorporate firmware that is proprietary to the system in which they previously were installed, or system-specific and configured internal CableCARDs that were designed to perform conditional access functions on the specific system in which they were installed, or both.
If you use a cable set-top converter, you also may be unable to use all the internal special features and functions of your TV or DVR tuner. These may include features that allow you to view a program on one channel while simultaneously recording a program on another channel; record two or more consecutive programs that appear on different channels; and use advanced picture generation and display features such as "Picture-in-Picture," channel review and other functions that necessitate channel selection by the device's internal tuner. You may be able to resolve these issues (and other compatibility issues associated with the reception of programming services) through an additional converter or other equipment that is available for lease from Cox upon request, or from another electronics retail vendor. Please call us at the telephone number listed on your bill for technical assistance with questions about the type of special equipment needed to resolve individual compatibility problems.
CableCARDs – Certified CableCARD-compatible TVs, DVRs, and other display devices are sold with a port for a CableCARD, which when properly configured can descramble encrypted channels and can substitute for a cable set-top converter. However, these devices (often referred to as UDCP devices) are generally only capable of processing “one-way” signals and therefore may be unable to access interactive or two-way services offered by Cox, such as OnDEMAND, impulse pay-per-view, and the Cox interactive programming guide. Cox also may have deployed Switch Digital Video (SDV) technology in its system to achieve bandwidth efficiencies that enable Cox to enhance customer services. SDV is a two-way service, and the switched channels consequently cannot be accessed with UDCP devices. However, a special device called a Tuning Adapter, which Cox provides without charge, will enable some UDCPs to access SDV channels. Cox may support devices as they may become available at retail that are capable of supporting two-way service (which may be labeled as Tru2way) and of accessing Cox interactive services (including SDV) with a CableCARD or other security device or functionality that Cox may employ. Please visit http://www.cox.com or contact Cox customer service for more information.
Remote Controls – Cox includes a remote control unit with its set-top converters. Some television, VCR or DVR remote controls are also capable of controlling the basic features of your set-top converter. "Universal" remote control units that are compatible with the basic features of set-top converters may also be obtained from many other sources, such as consumer appliance, electronics outlets or over the Internet. These universal remote controls may not be compatible with certain set top features or services available from Cox in certain markets. If you have specific questions concerning where to find remote controls or their compatibility, we encourage you to contact a Cox customer service representative at the number listed on your monthly bill.
About this Notice – The information in this notice may change in the future. We will provide appropriate notice of any significant changes in advance so that you can make decisions about your future service needs. Customers receiving service as part of a commercial account, bulk rate or similar arrangement may be subject to separate policies or procedures than those outlined herein.
Arbitration Policy and Class Action Waiver
The general terms and conditions for residential Cox services ("Terms") and, effective on or after June 1, 2016, the Residential Customer Service Agreement ("RCSA") which replaces the Terms, contain a class action waiver and a mandatory arbitration clause. Please read the Terms and RCSA in their entirety. Any updates to these agreements will be posted on cox.com.
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