Annual Customer Notices - 2024

Television Equipment Compatibility – 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.  Encrypted channels cannot be viewed without a device that can decrypt their signals, which may be either a set-top converter provided by Cox for a monthly charge or a certified CableCARD compatible device purchased from a retail outlet that is equipped with a CableCARD obtained from Cox for a monthly charge.  CableCARDs and CableCARD compatible devices may not be supported, however, by certain direct fiber-fed installations.

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.

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.  UDCP devices that are unable to process MPEG-4 compressed video will be unable to view video programming utilizing MPEG-4 compression.  Similarly, UDCP devices that are unable to support copy protection will be unable to view copy protected channels.  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 https://www.cox.com or contact Cox customer service for more information.

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.

Residential Customer Service Agreement

The Residential Customer Service Agreement governs the terms under which Cox provides post-paid TV, Phone and Internet service(s).  It has been updated effective as of March 31, 2022.   The StraightUp Internet and StraightUp Internet Hotspot Pass Customer Agreement governs the terms under which Cox provides pre-paid Internet service(s).  It has been updated effective as of January 14, 2020.  Please visit the Policy/Legal page on cox.com to review the new terms.

Telecommunications Relay Services (711)

The FCC requires all telecommunications companies provide customers who subscribe to telephone service with toll-free, three digit dialing access to Telecommunications Relay Services (TRS). TRS is a service available to all Cox Voice customers to facilitate telephone conversations with individuals who may have hearing or speech disabilities through TRS operators, called communications assistants (CAs).

A TRS call may be initiated by either a person with a hearing or speech disability, or a person without such disability. When a person with a hearing or speech disability initiates a TRS call, the person uses a teletypewriter (TTY) or other text input device to call the TRS relay center, and provides the CA with the telephone number of the party that he or she would like to call. The CA then places an outbound voice call to that number. The CA then serves as a link for the call, relaying the text of the calling party in voice to the called party, and converting to text what the called party voices back to the calling party. There is no cost to the TRS user.

Customers can conveniently dial 711 to reach a communications assistant at the TRS center 24 hours a day, 7 days a week. All calls are confidential. For more information about TRS, see the FCC’s consumer fact sheet at http://www.fcc.gov/guides/telecommunications-relay-service-trs.

Note to California Customers Regarding Your Privacy Rights

California law requires that we provide to certain customers, upon request, certain information regarding the sharing of Personally Identifiable Information to third parties for their direct marketing purposes. We may share Personally Identifiable Information with some affiliates for those affiliates’ direct marketing purposes. If you make a request by sending an email to privacy@cox.com, we will provide you with a list of personal information that we may have shared with some or all of these affiliates.

Effective January 1, 2020, California consumers will have additional privacy rights. To learn more, including the details of the categories of personal information we collect and for what purposes, and about California “Do Not Sell My Info” rights, visit www.cox.com/ccpa.

Arbitration Policy and Class Action Waiver

The Residential Customer Service Agreement (“RCSA”), contain a class action waiver and a mandatory arbitration clause. Please read the in its entirety.  Any updates to these agreements will be posted on cox.com.

California Emergency Disaster Relief Protection - Residential

California Telephone Customers:  If your services have been interrupted in counties where a state of emergency has been declared by the Governor of California or the President of the United States, you may be eligible to receive Emergency Disaster Relief Protections.  For additional information about these protections, please visit https://www.cox.com/cadisaster.

Affordable Connectivity Program

Cox participates in the Affordable Connectivity Program (ACP), a federal government benefit program operated by the Federal Communications Commission, which provides discounts towards Internet service for qualifying low-income households.

A household is eligible for ACP if: (1) the consumer, one or more of the consumer's dependents, or the consumer's household receive benefits from one of the following federal assistance programs: Medicaid; Supplemental Nutrition Assistance Program; Supplemental Security Income; Federal Public Housing Assistance; or Veterans and Survivors Pension Benefit.  In addition, for households on Tribal Lands, if the consumer, one or more of the consumer's dependents, or the consumer's household participates in one of the following Tribal-specific federal assistance programs: Bureau of Indian Affairs general assistance; Tribally administered Temporary Assistance for Needy Families; Head Start (only those households meeting its income qualifying standard); or the Food Distribution Program on Indian Reservations; (2) at least one member of the household has applied for and been approved to receive benefits under the free and reduced-price school lunch program or the school breakfast program, including through the USDA Community Eligibility Provision; (3) it received a Federal Pell Grant during the current award year; (4) it receives benefits through the special supplemental nutritional program for women, infants, and children (WIC); (5) household income is at or below 200% of the Federal Poverty Guidelines; or (6) it is enrolled in Cox Connect2Compete or CoxLifeline.

For eligible households, ACP provides a monthly discount of up to $30 (up to $75 for households on Tribal lands) towards the amount charged for residential broadband internet service, after any other discounts are applied (most discounts applied via monthly credit within 1 billing cycle). Program and discount are subject to change.  Eligible households can also receive a one-time discount of up to $100 to purchase a select laptop or desktop computer through our partner PCs for People (while supplies last) if they contribute $10-$50 to the device’s purchase price and have not already received the discount from another provider.

After ACP ends, the ACP benefit is transferred to another provider, or a household is de-enrolled from ACP, Cox’s regular rates and terms and conditions apply. See cox.com for current regular rates.  Cox Internet service is subject to the Cox Residential Customer Service Agreement (or Straight Up Internet Customer Agreement) , Acceptable Use Policy, and other policies.

For more information about ACP and instructions on how to enroll, please visit www.cox.com/acp.

Californina-Specific Information
Note to California Customers Regarding Your Privacy Rights
California law requires that we provide to certain customers, upon request, certain information regarding the sharing of Personally Identifiable Information to third parties for their direct marketing purposes. We may share Personally Identifiable Information with some affiliates for those affiliates’ direct marketing purposes. If you make a request by sending an email to privacy@cox.com, we will provide you with a list of personal information that we may have shared with some or all of these affiliates.

Effective January 1, 2020, California consumers will have additional privacy rights.  To learn more, including the details of the categories of personal information we collect and for what purposes, and about California “Do Not Sell My Info” rights, visit www.cox.com/ccpa.

California Emergency Disaster Relief Protection
Residential:
California Telephone Customers:  If your services have been interrupted in counties where a state of emergency has been declared by the Governor of California or the President of the United States, you may be eligible to receive Emergency Disaster Relief Protections.  For additional information about these protections, please visit https://www.cox.com/cadisaster .

Third Party Billing Practices:
As a Cox Digital Telephone customer, you have the ability to receive and pay for collect calls.  Cox does not offer any third-party provider billing services other than collect calls accepted by you.

Telephone Information:
The California Public Utilities Commission provides information about phone service in California, protection against fraud and other helpful information at www.calphoneinfo.com.

Consumer Bill of Rights Information:
Advising customers that pursuant to General Order 168 consumers have the right to (1) clear and complete information, (2) choice in service, (3) Privacy; (4) Public participation and enforcement; (5) accurate bills and access to courteous redress; (6) non-discrimination; and (7) safety.

This notice is being provided as required by the California Public Utilities Commission.

Caller ID Blocking: Your right to control who gets your phone number
Since June 1, 1996, your phone number has been transmitted to any person or business you called through a service known as Caller ID – unless you took action to block it.

So how does Caller ID work? Any person or business who subscribes to this service can see the phone numbers of incoming calls on a display unit attached to their phone. Caller ID subscribers can also capture your phone number for future use. Caller ID is available in most states and works automatically, even if you don’t have the service yourself. What’s more, there is no way to tell if the number you’re calling has Caller ID.

Two ways to block Caller ID
There are two ways you can prevent your phone number from being transmitted. By law, the choice is yours and both options are free. There is no charge for your first switch of blocking service. However, there will be a service charge for each subsequent change. Here’s how each blocking option works:

Caller ID Per Line Blocking:
this option offers maximum privacy protection. It automatically blocks your phone number from being transmitted to the person or business you’re calling, on every call. If you wish, you can choose to have your number transmitted on selected calls by pressing *82 (1182 on rotary phones) before you dial.

Caller ID Per Call Blocking:
this option offers minimum privacy protection. To block your number from being transmitted, on a per call basis, you must press a code before each call. Press *67 (1167 on rotary phones before you dial and your number will not be sent. Available automatically with Cox Digital Telephone, it is not necessary for you to call in to activate this feature.

Please note that neither of these blocking options will work for calls to the 911 emergency telephone number or 800, 888 and 900 services. If you have a cellular phone, check with your cellular provider to find out what your blocking options are.

It’s important that you decide which free blocking option is best for you. If you have not already requested a specific option, you have Caller ID Per Call Blocking available to you automatically with Cox Digital Telephone.

To switch your blocking option or get more information, please call 1-888-222-7743.

Reasons why you would NOT want to transmit your phone number:
The person or business you’re calling might have Caller ID and . . .
• Obtain your private unlisted number without your permission.
• Use your name and number to get other information about you, including your address, by using a reverse directory.
• Use your phone number to learn where you are. (For instance, if you are a victim of violence or a crime and want to keep your location private, you should protect your phone number from being released).
• Capture your phone number, then use it to call you back or sell it to others for marketing or other purposes.
• Refuse to do business because of the neighborhood you live in.
• Refuse to answer because they know it’s you calling.

Reasons why you’d want to transmit your phone number:
The person or business you’re calling might have Caller ID and . . .
• Only answer if they know it’s you calling.
• Refuse to serve anyone whose number they cannot see and/or capture.
• Offer a product or service you want which requires your number to be released for access to your records.
• You’re calling a friend or relative who already has your number.
If you have any complaints that are not resolved by Cox Communications, you may contact the California Public Utilities Commission, Consumer Affairs Branch, 505 Van Ness Avenue, San Francisco, CA 94102, 800-649-7570; Online: www.cpuc.ca.gov/complaints.