California Consumer Privacy
At Cox, we believe your personal information is just that, personal, and we take seriously the responsibility of protecting the information you share with us.
Here are the things we do every day to respect and protect your privacy, without you having to take any action:
• We let you know how we collect and use your personal information
• We store your personal information securely
• We give you clear, prior notice regarding how your information will be used
Under the California Consumer Privacy Act (CCPA), you can take it a step further. You’ll find everything you need to know here about how to exercise your rights.
Right to know
As a resident of California, you have the right to know the categories and specific pieces of personal information we hold about you and how we use them. To request this information, you simply need to submit a Right to Know request for your Personal Information Report.
Right to delete
As a resident of California, you have the right to request that we delete any personal information we collected from you that’s not needed for us to deliver your services, to provide you with a personalized experience, or for our other permitted purposes. To make this request, you simply need to submit a Right to Delete request.
Right to opt-out
As a resident of California, you have the right to instruct us not to sell your personal information to third-parties. To make this request, you simply need to submit a Right to Opt-out request.
If you’d like to exercise any of these rights, please click the button below to make your request. If you need to make a request over the phone, please call (800)-699-0885 (service hours are Monday-Friday, 8-5 Pacific Time, except holidays).
Please note that we will need to verify your identity before we can fulfill any of your rights under CCPA. This helps us to protect the personal information belonging to our customers against fraudulent requests.
If you’ve never had a Cox account but want to opt out of sharing the personal information that’s collected via some of the cookies on our site, click here.
California Consumer Privacy Act FAQs
For general overview information about California privacy, including CCPA, visit www.cox.com/privacy.
What is CCPA?
The California Consumer Privacy Act (CCPA) is a privacy law that gives California residents additional rights and protection regarding their personal Information. The law gives California consumers the following rights:
Who is covered under the CCPA?
The CCPA gives certain rights to “consumers.” Under the law, a consumer is a natural person who is a California resident. That includes every individual who is in California for other than a temporary or transitory purpose, and every individual who is domiciled in California who is outside the State for a temporary or transitory purpose. All other individuals are nonresidents.
For our purposes, any consumer who otherwise transacts with Cox, who resides in the state of California or has a property address in the state of California is considered covered by the CCPA
What is considered personal information?
CCPA defines personal information as any information that identifies, relates to, describes, is reasonably capable of being associated with, or could reasonably be linked, directly or indirectly, with a particular consumer or household. Examples include, a name, alias, postal address, unique personal identifier, online identifier Internet Protocol address, email address, account name, social security number, driver’s license number, passport number, Internet activity, geolocation data and other similar identifiers. Publicly available information from government sources is not personal information under CCPA.
What personal information do we collect?
We also collect demographic information to help us better understand the households we serve. We use it to help us create relevant offers and information that you may be interested in.
How do we use your personal information?
We use your personal information for different purposes depending on our relationship with you, but overall, we use it to help us deliver services to you and create a great customer experience, including:
In our websites and apps, we use your personal information to do the following:
Where do we get your personal information?
We collect personal information directly from you as well as from third-party vendors and service providers, including data providers.
Do we have personal information if you never had Cox services?
If you never had Cox services, we may still have limited personal information about your household. Typically, this would be demographic information that we collect from third-party vendors and service providers that we use to market our services to you.
How do you find out what personal information we have about you?
By submitting a request for a Personal Information Report. If you are a current or former California customer, the Account Holder for your account can submit a request for a Personal Information Report using their Cox account credentials. We take the protection of your data seriously and use multi-factor authentication to verify your identity for CCPA purposes. As part of this process, we will send you a verification code. Our preferred method is to text the code to a mobile number listed on your Cox account, but we can also email the code to a non-Cox email address. We ask for a non-Cox email address as an added measure of security to verify your identity to ensure that the email account credentials used to obtain the code are separate and distinct from the credentials used to log in to your Cox account. As a reminder, to keep your accounts secure, you should have different credentials for different accounts and avoid reusing usernames and passwords on different accounts.
If you are a former customer without Cox credentials, or you have never been a Cox customer but live in our service area, we will verify your identity using an independent verification service. You will be asked a series of questions that only you would typically be able to answer. If we are not able to verify your identity with high confidence, we will only be able to provide you with generic information on the categories of information we collect and how we use it.
If you have lived at more than one address in a Cox service area in the last 12 months, you will need to submit a separate request for a Personal Information Report for each address.
You can submit a request by going to this webpage.
Who can request a Personal Information Report?
Only California consumers or residents of California (generally those who pay CA state income tax) are eligible to make a CCPA request. Consumers can make the request themselves or authorize an agent (another person or business registered with the California Secretary of State) to make CCPA requests on their behalf. If a consumer uses an agent, the agent may initiate the request by filling out the form, but only the consumer is permitted to set up username and password credentials and receive the Personal Information Report.
How often can you request a Personal Information Report?
The CCPA provides that California consumers may request their personal information up to two times in a twelve-month period. There may be circumstances where Cox will permit additional requests beyond the CCPA limits.
Is there a cost to request a Personal Information Report?
No, there’s no cost. However, if your request is unreasonable or excessive, we reserve the right to charge a fee or refuse your request.
What personal information do we delete?
California consumers can ask us to delete personal information that we collected directly from them as long as we no longer need it for any permitted purposes. We won’t delete a lot of personal information, but we take seriously the responsibility of protecting the personal information you share with us. The personal information we collect from you is needed for purposes such as providing ongoing services, billing and payments, customer care support and troubleshooting, legal process and compliance with law, record keeping, debt collection, fraud prevention, and to improve our services and your experience.
Do we sell personal information that includes your name and address?
No, we don’t sell any personal information that includes names and addresses.
Do we sell other personal information?
We share TV viewership information without including names and addresses – with third parties, including networks and programmers, that use it in order to better understand how different networks, channels and programs are performing among TV viewers. This information is also used by advertisers to help them make decisions on where to place their ads. Even though we don’t connect the TV viewership data with your name and address because we use a household identifier, it is still considered personal information and a sale under the unique definition of sale in the CCPA. We want to give you choice on how your information is used, so we provide you a way to opt out of the sale of TV viewership information by going to the Privacy Preferences in My Account. You can also click on the “Do Not Sell My Personal Information” link on the footer of our website to initiate the process of opting-out. While we do not believe that collection of data by cookies that operate on our website are a sale of your personal information by us, see the next section below for more about the choices we offer regarding cookies.
How do I submit a consumer request through an authorized agent?
The CCPA grants California consumers the right to designate another person or business entity registered with the Secretary of State (“Authorized Agent”) to act on their behalf with regard to CCPA requests. If you designate an authorized agent to act on your behalf, you must provide us with legal authorization indicating your consent to have the authorized agent’s representation. An example of an acceptable form of legal authorization would be a fully executed, notarized Power of Attorney signed and dated by the consumer naming the agent as the consumer’s authorized representative. Authorized agents may submit CCPA requests by completing the form at this link. Upon receipt of this information, we will contact the consumer with instructions on how to validate and complete the request process. If the agent has a valid Power of Attorney from the requestor, the agent can submit a copy of this document to any Cox Solutions Store, or mail or fax this information to the following:
Customer Care Support Specialists
901 George Washington Blvd, S.
Wichita, Kansas 67211
Fax: (877) 873-5330
Responses may be received by web or paper mail, as with any other request.
I’m having trouble making a request on the CCPA website. What should I do?
Why can't I use my cox.net address to receive a verification code?
Cox takes your data privacy seriously. For added security, we do not send verification codes to cox.net email addresses. Customers may add an additional email address or mobile number to their My Account profile to receive verification codes, but codes sent to the added contact address or number cannot immediately be used. These measures are in place for account security purposes.
What is the difference between submitting a Do Not Sell opt-out request and updating my communication preferences?
Under CCPA, “opt out” is a request relating to the sale of personal information to third parties; however, a customer may still receive marketing materials directly from Cox. If you are no longer interested in receiving information from us on our products and services, current and former customers can update their communication preferences in My Account here.
What should I do if Cox’s third-party identity verification is unable to identify me?
Consumers who have questions, concerns, or want more information about the results of their Equifax identity check should contact Equifax directly using the information below:
P.O. Box 105832
Atlanta, GA 30348-5832
What is the Right to Opt Out?
Under the CCPA, the right to opt out of sale allows you to tell us not to sell your personal information. We sell very little personal information and never with your name and address. We share TV viewership information that omits personal information like names and addresses, with third parties. Networks and programmers use this information to better understand how different networks, channels and programs are performing among TV viewers. This information is also used by advertisers to help them make decisions on where to place their ads. Even though we don’t connect the TV viewership information with your name and address, because we use a household identifier, it is still considered personal information and a sale under the CCPA. Separate from the CCPA, Cox TV customers may always opt-out of Cox sharing their TV viewership information with third parties by updating their privacy settings here.
For more detail, see our California Privacy Notice and our other privacy policies available here.