• Contact Us
  • Select a Location
    Select a Location

    Current Location:

    Let us know the location you'd like to browse.

    OR

Cox Complete Care Terms of Service

Updated April 16, 2018


Cox Complete Care service will be provided to you ("you," "your," or "Customer") on the terms and conditions set forth in this Agreement (the "Agreement") by employees or contractors of Cox Communications, Inc. or of certain affiliates and subsidiaries thereof (such contractors and all of the foregoing entities are collectively referred to as "Cox," "we," "us," or "our"). This Agreement governs your use of the Cox Complete Care service plan that includes wire repair, education and issue isolation services, together with virus and spyware removal, wireless network setup and PC optimization services, all as more fully described at https://www.cox.com/residential/completecare.html (the "Services Website"), provided by Cox and offered as Cox Complete Care (the "Services"). The Services do not include the provision of any other Cox service, such as cable television service, High Speed Internet service, Digital Voice service, and/or home security and automation, all of which have their own terms of service and policies that are available at www.cox.com. The Services also do not include computer hardware or related equipment service or repair.

By ordering or accessing the Services, you agree to the terms of this Agreement, including the terms of any policies referenced and incorporated herein and available at www.cox.com/aboutus/policies.html. IF YOU DO NOT AGREE TO BE BOUND BY THESE TERMS OR ANY OF THE POLICIES RELATING TO THE SERVICES, YOU SHOULD IMMEDIATELY STOP USE OF THE SERVICES AND NOTIFY US BY CALLING 1-877-Cox-Asst (1-877-269-2778) SO THAT YOUR ACCOUNT MAY BE CLOSED.

From time to time, we may make revisions to this Agreement and the policies relating to the Services. We will provide notice of such revisions either by posting revisions at www.cox.com/aboutus/policies.cox, by sending an email to the email address you provide to us and/or including such notice in your monthly bill.  You agree that it is your responsibility to visit the website periodically to review any such revisions. Changes to this Agreement shall be effective on the date noted in the posting and/or email we send you. By continuing to use the Services after revisions are effective, you accept and agree to abide by them.

NOTE: THIS AGREEMENT CONTAINS A BINDING ARBITRATION PROVISION THAT AFFECTS YOUR RIGHTS UNDER THIS AGREEMENT.

Scope of Services

For so long as you subscribe to the Services, when you notify us of a Cox Service problem, Cox will identify whether the problem is with the inside wire or equipment related to a Cox Service (voice, video or Internet service), or whether the problem may be resolved by providing technology assistance, typically via remote access.

In the event Cox determines that the problem is with the inside wire or equipment related to a Cox Service, unless excluded in this Agreement, the Services cover wiring located on the Customer’s side of the Demarcation Point to the telephone jack, Internet modem, or video receiver in Customer’s premises. The Demarcation Point is defined as the wall-mounted NIU/NID Unit on the outside of the Customer’s premises. If the Services cover the problem, Cox will repair or correct the trouble consistent with industry standards Cox deems applicable at no cost to Customer. The Services are only available to Customers who subscribe to Cox Residential Services. For Customers residing in Multiple Dwelling Units (MDU) such as apartments, condominiums, dormitory, co-op, or other group facilities, the Demarcation Point is the wall jack or outlet where the Cox Service enters your individual unit. 

The following wiring, education and issue isolation services are INCLUDED as part of the Services:

  • Repair and replacement of wire from the Demarcation Point to the telephone jack, Internet modem or video receiver.
  • Replacement of fittings, splitters, amplifiers and outlets installed or existing in accordance with accepted industry standards, as determined by Cox, regardless of installer or vendor.
  • Cox-supplied wiring which is installed the time of installation of a Cox Service.
  • Wiring damaged by animal chews.
  • Customer education as it relates to Cox Services and Cox-provided equipment.
  • Trouble shoot and isolate problems with Cox Service or Cox-provided equipment.
  • Provide analysis on Customer-owned equipment that may be impeding Cox Service.
  • Identification and verification that Cox-owned equipment and Cox Services are working properly.
  • Identification of incorrect Customer connections.
  • Identification of unauthorized outlets or jacks.
  • Problems existing prior to establishing Cox Service.

The following are EXCLUDED from coverage and are not part of the Services:

  • Fees associated with installation, removal, relocation of, or change to, Cox Services.
  • Failed Self Installation
  • Installation or relocation of jacks or outlets.
  • Wiring panels (Smart Homes) or complex wiring.
  • New wall fishing or wall hole punches.
  • Wiring that supports a competitor's service offering, or wire signal interference in internal wiring caused by competitor’s equipment.
  • Repair or replacement of Customer-owned equipment (equipment may be covered by a warranty if purchased from Cox) and wire that connects such equipment.
  • Truck roll charge for swapping or changing out Cox equipment.
  • Maintenance or repair of Category 5 cable unless installed by Cox.
  • Computer configuration assistance.
  • Wiring repair or replacement due to remodeling of the premises.
  • Installation of home entertainment systems & related equipment.
  • Wiring damage caused by vandalism, fire, flood, earthquake, Acts of God, gross negligence or willful damage.

In the event Cox determines that the problem may be resolved by providing technology assistance, we will use commercially reasonable efforts to answer your technology questions and resolve your technology problems, typically via remote access to your computer, telephone, online chat or other means of communication offered by us.  

The Services are available on a subscription basis, which provides Services over a period of time for a recurring fee.   The Services may be subject to additional requirements, limitations, and restrictions depending on the level of service. Except where expressly stated, the Services are intended for, and limited to, personal non-commercial residential use, and do not cover business or commercial use.

As part of the Services, you may obtain Services for up to four personal computers you own, provided that all of those computers are physically located at a single residential address in the United States. You will be required to designate the computers to be covered by the Services by providing such identifying information as Cox may request. You may only use the Services for the designated computers.

We may, in our sole discretion, refuse to provide the Services to you for any reason including, without limitation, if your technical needs are beyond the scope of the intended Services. The Services may not be available due to system maintenance, Internet service disruptions, availability of personnel, natural disasters or other factors outside our control. The Services do not support all possible computers, operating systems, software, hardware, peripheral devices, applications or features, and are subject to minimum system specifications, requirements and other limitations.  Other than as set forth in the warranty section below, you agree that Cox has no responsibility or liability under any circumstance at any time for any loss or harm that may arise from or be related to the Services.

Modifications to the Services

Subject to this Agreement and applicable law, we reserve the right, for any reason, in our sole discretion and without notice to you, to modify, change, suspend or discontinue any and all aspects of the Services, including Software, features and/or hours of availability.

Terms of Use

We will provide you with access to the Services subject to your compliance with this Agreement. We reserve the right to refuse to provide the Services to anyone at any time. You represent and warrant to us that (a) you are at least 18 years old; (b) you have the necessary authority to legally bind yourself to this Agreement and you own or otherwise have the legal right to grant access to the computer data and equipment you identify to us for Services; (c) you have read and agree to the Agreement and terms of our Privacy Policy located at www.cox.com/aboutus/policies/annual-privacy-notice.cox; (d) you will comply with all treaties, laws, rules and regulations applicable to your use of the Services; and (e) any information you submit to us is correct and complete. You agree that you are responsible for all use on your account, including any secondary accounts or sub-accounts registered to your primary account. You understand that this means you accept full liability and responsibility for the actions of anyone who uses a Service via your account, or any secondary accounts, with or without your permission.

Authorization to Access Your Computer

You acknowledge that you are authorizing us to access and control your computer or mobile device as required to provide the Services you request. In order to provide the Services to you, we may download and use software, analyze system data, perform maintenance tasks, provide you with notices or information requests, and take remote control of your computer and access or modify your computer settings to diagnose, optimize and repair supported devices, or we may access your mobile device in conjunction with our video diagnostic services. By accepting these terms, you hereby grant us the right to connect to your computer and supported devices to accomplish these tasks.

On-Site Services

We may determine that an on-site visit is required to resolve your wiring problem. If you schedule on-site service, you or an authorized representative over the age of 18 must be present during the entire period the Services are provided. If you or your representative is not present when we arrive at your designated address or if you fail to cancel your appointment at least 24 hours prior to the scheduled time, the provision of Services may be denied and a cancellation fee may apply. You agree to allow us the right to enter your property at which the Services will be provided (the "Premises") at reasonable times, for purposes of providing the Services. You warrant that you are either the owner of the Premises or that you have the authority to give us access to the Premises.

Monitoring of the Services

We may, but have no obligation to, monitor and record telephone calls and online sessions for purposes of improving customer service, internal training and business purposes. You hereby grant permission to us to monitor and record each session during which we are providing the Services to you, and to use or disclose any information we obtain in relation to providing the Services as necessary or appropriate to (1) satisfy any law, regulation or other governmental request; (2) provide the Services to you; (3) verify the content of our communications with you; and (4) enhance the types of Services we may provide to you in the future. You also grant us permission to aggregate your information with that of others in such a way that removes your personally identifiable information for training and other business purposes. Please see our Privacy Policy for further details.

Data Backup

THE SERVICES DO NOT INCLUDE DATA BACKUP OR RESTORATION SERVICES. YOU ARE SOLELY RESPONSIBLE FOR MAINTAINING AND BACKING UP ALL INFORMATION, DATA, TEXT OR OTHER MATERIALS (COLLECTIVELY "CUSTOMER DATA") AND SOFTWARE STORED ON YOUR COMPUTER AND STORAGE MEDIA BEFORE ORDERING THE SERVICES. YOU ACKNOWLEDGE AND AGREE THAT WE HAVE NO RESPONSIBILITY OR LIABILITY UNDER ANY CIRCUMSTANCE AT ANY TIME FOR ANY LOSS OR CORRUPTION OF CUSTOMER DATA, SOFTWARE OR HARDWARE THAT MAY ARISE OUT OF USE OF THE SERVICES.

WE DO NOT PROVIDE BACKUP COPIES OR SUPPORT INSTALLATION OF UNLICENSED SOFTWARE FOR CUSTOMERS. PLEASE ENSURE THAT YOU HAVE A LICENSED COPY OF ALL NECESSARY SOFTWARE AND LICENSE KEYS OR ANY OTHER PROOF-OF-PURCHASE REQUIRED TO INSTALL OR RE-INSTALL YOUR LICENSED SOFTWARE.

Use of Software and Tools

We may need to download and run software on your computer or applications on your mobile device to help diagnose and resolve your technology problem (the "Software"). We use several types of Software: the first type provides computer system information to us which helps us diagnose and resolve your technology problem, the second type allows us to remotely control your computer and modify its settings or software, and the third type generally consists of utilities and other tools to improve computer performance and provide updates. When using our video diagnostic services, we may provide you with access to one or more mobile applications to permit us to access your mobile device’s camera for such purposes.

You must cooperate with us and promptly respond to our requests for information and comply with our requests to take actions to resolve your technology problem. In order to help resolve your technology issue, you may be required to consent to the downloading and use of Software on your computer or mobile device and accept all applicable license agreements for the Software. Cox may terminate this Agreement if you do not agree to installation of the Software on your computer or mobile device; or if you alter, modify or disable the Software, or its settings or configurations.

You acknowledge and agree that use of all Software and tools accessed, downloaded or otherwise provided or made available with the Services are subject to the license agreements that may appear or be referenced when you access or download the Software, and that you may not access, download or use any Software without agreeing to the terms and conditions of the license agreements without modification. You may use the Software only in connection with the Services and for no other purpose. You are not granted any title or rights of ownership in the Software. You may not copy, modify, distribute or otherwise transfer the Software or permit others to access or use the Software. You may not decompile, reverse engineer, disassemble, attempt to discover any source code or underlying ideas or algorithms of the Software, or otherwise reduce the Software to a human readable form. You agree that we may, but are not obligated to, remove any Software downloaded to your computer or mobile device during the Services after we have completed or terminated the Services.

You acknowledge that by your use of the Services you are authorizing Cox to access and control the camera on your mobile phone or other handheld device, where applicable. In such circumstances, Cox will view video images during the delivery of the Services. By accepting these terms, you hereby grant Cox the right to take control of the camera on your handheld device and view and use any visual images captured by that camera during the delivery of the Services. Other than as set forth in the warranty section herein, you agree that Cox has no responsibility or liability under any circumstance at any time for any loss or harm that may arise from or may be related to the Services.

Fees and Payment

You agree to pay any applicable charges associated with the Services, including recurring service charges and applicable federal, state, and local taxes and fees (however designated). The applicable fees for the Services you order will be supplied to you during the ordering process and are set forth at the Services Website. Charges for the Services will be billed directly to your monthly bill (if you are an existing Cox customer)

You will generally be billed monthly, in advance, for recurring service charges and fees. Your first bill may include pro-rated charges from the date you first begin receiving your Services, as well as monthly recurring charges for the next month. The Services will automatically renew on a month-to-month basis at the then-prevailing rate for such Services until you notify us to cancel your Service by contacting 1-877-Cox-Asst (1-877-269-2778).

If you cancel the Services within ninety (90) days of when you subscribe to the Services, Cox may apply a service charge of up to $75.00 for any chargeable in-home technician visits and/or advanced tech support sessions occurring during such ninety (90) day period. Chargeable in-home technician visits include: repairs to wiring damage caused directly by customer or a competitor; customer education for use of Cox or customer equipment and services; and/or activity associated with installation, removal, relocation of, or change to, Cox Services.

If you cancel in the middle of a month, we will refund a pro-rata portion of any fees that you have prepaid.

Subject to applicable law, if you intend to dispute a charge or request a billing credit, you must contact Cox within sixty (60) days of the date on the bill. You waive any disputes or credits that you do not report within sixty (60) days.

Restrictions

Your use of the Services is only for your personal use on your technology, and not for commercial use, including resale or transfer to others. You may not sell, lease or rent access to or use of the Services. You may not allow manufacturers, suppliers or vendors of your technology or providers of services relating to such technology, to access or use the Services.

In order to receive the Services, you must at all times have current and functional antivirus software in place and running on all your supported computers. If you do not have such antivirus software, you may separately install antivirus service from Cox beforehand or when you first sign up for Services. You may also purchase antivirus software from a third party, however, you will be responsible for installing and running the software prior to initiating the Service, unless you separately request that Cox install such software for you (applicable fees may apply). If we determine that your third-party antivirus software does not meet our minimum requirements, we may require that you purchase new antivirus software prior to continuing your Services.

Termination

You may terminate this Agreement at any time by calling Cox Complete Care at 1-877-Cox-Asst (1-877-269-2778). Cox may terminate this Agreement at any time by providing notice to you.

You will be responsible for paying for the Services received and all other charges and fees that you incur prior to your cancellation of the Services.

We reserve the right to cease providing the Services for any reason at any time and instead, as your sole and exclusive remedy, refund the fees paid for the Services for the time period for which you have paid, if any, after termination of the Services. If you breach the terms of this Agreement, no refund will be provided. Other than providing a refund when we terminate for our convenience, we will not be liable to you or any third-party for termination of the Services for any reason.

You acknowledge and agree that upon termination we may immediately deactivate or delete your user account and all related information and files in your user account and/or bar any further access to the Services. Fees for Services will be pro-rated based upon the date of termination. You understand and agree that your right to possess or use Software provided as part of the Services will terminate and such Software may cease to operate, update or function properly after termination of the Services.

Limited Warranty

We will use commercially reasonable efforts to troubleshoot, analyze, assess, correct or otherwise resolve your computer or network problems.

This limited warranty does not create an obligation for us to correct problems caused by defective products or any modifications of the completed installation set-up (example: movement or set-up or addition of more components by anyone not deployed by Cox or to assist you in the additional calibration of installation settings beyond initial set-up). No warranty is made hereunder for the hardware, software, or consumer electronic products associated with the Services. Furthermore, no warranty is made for any repeat occurrence caused by you of a virus or spyware infection that was previously removed in connection with the Services. Products shall be covered by the terms of any manufacturers' warranties or extended service plans ("Third Party Plans and Warranties") purchased by you. You agree to make any claims that you have related to your product warranty and any warranty period only to the providers of Third Party Plans and Warranties. No other warranties, expressed or implied, are made hereunder relating to the Services.

As set forth below, there are no other warranties for the Services.

WE DO NOT WARRANT THAT THE SERVICES WILL BE TIMELY, SECURE, UNINTERRUPTED, ERROR FREE, OR SUCCESSFUL IN RESOLVING YOUR QUESTION OR COMPUTER PROBLEM. NO ADVICE OR MATERIALS OBTAINED BY YOU FROM USE OF THE SERVICES SHALL CREATE ANY WARRANTY. ANY CONTENT OR SOFTWARE THAT YOU ACCESS, DOWNLOAD OR USE WITH THE SERVICES IS DONE AT YOUR OWN DISCRETION AND RISK AND YOU AGREE THAT YOU WILL BE SOLELY RESPONSIBLE FOR ANY DAMAGE THAT RESULTS FROM SUCH ACTIVITIES.

Disclaimer of Additional Warranties

Neither Cox nor its affiliates, subsidiaries, suppliers, employees, agents, or contractors warrant that the Services will meet your requirements or expectations. REPRESENTATIONS AND WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, ANY WARRANTIES OF PERFORMANCE, NONINFRINGEMENT, FITNESS FOR A PARTICULAR PURPOSE OR MERCHANTABILITY, ARE HEREBY DISCLAIMED AND EXCLUDED UNLESS OTHERWISE PROHIBITED OR RESTRICTED BY APPLICABLE LAW.

Indemnity

You agree that you shall be responsible for and shall defend, indemnify, and hold harmless Cox and its employees, affiliates, suppliers, agents and contractors and shall reimburse us for any damages, losses or expenses (including without limitation, reasonable attorneys' fees and costs) incurred by us in connection with any claims, suits, judgments, and causes of action arising out of (a) any violation of applicable laws or regulations by you (or any parties who use your account, with or without your permission, to access the Services); (b) your use of the Services; (c) violation or infringement of contractual rights, privacy, confidentiality, copyright, patent, trademark, trade secret, or other intellectual property and proprietary rights arising from your use of the Services; and (d) your breach of any provision of this Agreement.

Limitation of Liability

To the extent permitted by applicable law, our liability shall be limited to the total Service charges paid for the Services performed. Your sole and exclusive remedies under this Agreement are as expressly set forth in this Agreement.

EXCEPT AS SPECIFICALLY PROVIDED IN THIS AGREEMENT, NEITHER COX NOR ITS AFFILIATES, SUPPLIERS, EMPLOYEES, AGENTS, OR CONTRACTORS SHALL UNDER ANY CIRCUMSTANCES OR UNDER ANY LEGAL THEORY (INCLUDING, BUT NOT LIMITED TO, TORT OR CONTRACT) HAVE ANY LIABILITY TO THE CUSTOMER OR TO ANY OTHER PERSON OR ENTITY FOR THE FOLLOWING LOSSES, DAMAGES, OR COSTS:

a. ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, PUNITIVE, OR CONSEQUENTIAL LOSSES OR DAMAGES (INCLUDING, BUT NOT LIMITED TO, LOSS OF PROFITS, LOSS OF EARNINGS, LOSS OF BUSINESS OPPORTUNITIES, PERSONAL INJURIES, OR DEATH) THAT RESULT DIRECTLY OR INDIRECTLY FROM OR IN CONNECTION WITH YOUR RELIANCE ON OR USE OF THE SERVICES (INCLUDING, BUT NOT LIMITED TO, CUSTOMER’S USE OR INABILITY TO USE THE WIRING WHETHER COVERED BY THE SERVICES OR OTHERWISE, ANY MISTAKES, OMISSIONS, INTERRUPTIONS, COMPUTER OR OTHER HARDWARE OR SOFTWARE BREACH, FAILURES OR MALFUNCTIONS, DELETION OR CORRUPTION OF FILES, WORK STOPPAGE, ERRORS, DEFECTS, DELAYS IN OPERATION, DELAYS IN TRANSMISSION, OR FAILURE OF PERFORMANCE OF THE SERVICE OR THE CUSTOMER EQUIPMENT, OR ANY OTHER MISTAKES, OMISSIONS, LOSS OF E-MAIL OR OTHER INFORMATION OR DATA).

b. ANY LOSSES, CLAIMS, DAMAGES, EXPENSES, LIABILITIES, LEGAL FEES, OR OTHER COSTS THAT RESULT DIRECTLY OR INDIRECTLY FROM OR IN CONNECTION WITH ANY ALLEGATION, CLAIM, SUIT, OR OTHER PROCEEDING BASED UPON A CONTENTION THAT THE USE OF THE SERVICES BY YOU OR ANY OTHER PERSON OR ENTITY INFRINGES UPON THE CONTRACTUAL RIGHTS, PRIVACY, CONFIDENTIALITY, COPYRIGHT, PATENT, TRADEMARK, TRADE SECRET, OR OTHER INTELLECTUAL PROPERTY RIGHTS OF ANY THIRD PARTY.

c. EXCEPT FOR GROSS NEGLIGENCE OR WILLFUL MISCONDUCT, NEITHER COX NOR ANY OF ITS AFFILIATES, SUPPLIERS, EMPLOYEES, AGENTS, OR CONTRACTORS SHALL HAVE ANY LIABILITY WHATSOEVER FOR ANY DAMAGE, LOSS, OR DESTRUCTION TO YOUR CUSTOMER EQUIPMENT. IN THE EVENT OF GROSS NEGLIGENCE OR WILLFUL MISCONDUCT BY COX, SUPPLIERS, EMPLOYEES, AGENTS, OR CONTRACTORS, WE SHALL PAY AT OUR SOLE DISCRETION FOR THE REPAIR OR REPLACEMENT OF THE DAMAGED CUSTOMER EQUIPMENT UP TO A MAXIMUM OF $500. THIS SHALL BE YOUR SOLE AND EXCLUSIVE REMEDY RELATING TO SUCH ACTIVITY.

Certain of the above limitations may not apply if your state does not allow the exclusion or limitation of implied warranties or does not allow the limitation or exclusion of incidental or consequential damages. In those states, the liability of Cox and its employees, affiliates, suppliers, agents, and contractors is limited to the maximum extent permitted by law. All limitations and disclaimers stated in this Agreement also apply to Cox's third party contractors, as third party beneficiaries of this Agreement.

All representations, indemnifications, and limitations of liability contained in this Agreement shall survive the termination of this Agreement; any other obligations of the parties hereunder shall also survive, if they relate to the period before termination or if, by their terms, they would be expected to survive such termination.

You acknowledge that certain third party equipment or software warranties may limit or void the remedies that they offer if unauthorized persons perform support service on the equipment or software. It is your responsibility to ensure that any impact that delivery of the Services might have on third party warranties is acceptable to you and you assume the risk of any and all such adverse impact on any third party warranties.

Electronic Communications

You agree that we may communicate electronically by e-mail and/or may make communications available to you by posting them on the Cox website, and that such communications, as well as notices, disclosures, agreements and other communications that we provide to you electronically, are equivalent to communications in writing and shall have the same force and effect as if they were in writing and signed by us.

Dispute Resolution

YOU MUST CONTACT US WITHIN ONE (1) YEAR OF THE DATE OF THE OCCURRENCE OF THE EVENT OR FACTS GIVING RISE TO A DISPUTE (EXCEPT FOR BILLING DISPUTES WHICH ARE SUBJECT TO LATE OR NON-PAYMENTS SECTION ABOVE), OR YOU WAIVE THE RIGHT TO PURSUE ANY CLAIM BASED UPON SUCH EVENT, FACTS OR DISPUTE.

You and Cox agree that you will try to resolve disputes informally before resorting to arbitration. If the dispute cannot be resolved by telephone, you agree to notify Cox of the dispute by sending a written description of your claim to Cox Customer Care, ATTN: Corporate Escalation Team, 6205-B Peachtree Dunwoody Road, Atlanta, GA 30328 so that Cox can attempt to resolve it with you. If Cox does not satisfactorily resolve your claim within 30 calendar days of receiving notice of it, then you may pursue the claim in arbitration. Neither you nor Cox may initiate arbitration without first providing the other notice of the claim and following the informal dispute resolution procedure provided in this paragraph.

Entire Agreement

This Agreement, the Arbitration Provisions and any other documents incorporated by reference (including hyperlinks) constitute the entire agreement and understanding between you and us with respect to the subject matter of this Agreement, and replace any and all prior written or verbal agreements. If any portion of this Agreement is held to be unenforceable, the unenforceable portion shall be construed in accordance with applicable law as nearly as possible to reflect the original intentions of the parties, and the remainder of the provisions shall remain in full force and effect. We do not waive any provision or right we fail to insist upon or enforce strict performance of any provision of this Agreement. You may not assign this Agreement to a third party. We may freely assign all or any part of this Agreement and you agree to make all subsequent payments as directed. Neither the course of conduct between you and us nor trade practice shall act to modify any provision of this Agreement.

ARBITRATION PROVISIONS

Definitions

The term "Arbitration Provision" means all the terms in the sections following the Arbitration Provisions heading. As used in the Arbitration Provision, the term "Dispute" means any dispute, claim or controversy between you and Cox regarding any aspect of your relationship with Cox that has accrued or may hereafter accrue, whether based in contract, statute, regulation, ordinance, tort (including, but not limited to, fraud, misrepresentation, fraudulent inducement, negligence or any other intentional tort), or any other legal or equitable theory, and includes the validity, enforceability or scope of this Arbitration Provision (with the exception of the enforceability of the class action waiver clause provided in the Restrictions section below). "Dispute" is to be given the broadest possible meaning that will be enforced. As used in the Arbitration Provision, "Cox" means Cox Communications, Inc., its officers, directors, employees and agents, and all entities using the brand name "Cox", including your local cable company, its employees, authorized agents, and its parents, subsidiaries and affiliated companies.

Binding Arbitration

If you have a Dispute with Cox that cannot be resolved through the informal dispute resolution processes described in this Agreement, you or Cox may elect to arbitrate that Dispute in accordance with the terms of this Arbitration Provision rather than litigate the Dispute in court. Arbitration means you will have a fair hearing before a neutral arbitrator instead of in a court by a judge or jury. In arbitration, there is no judge and no jury, and review of arbitration decisions in the courts is very limited. Instead, our disputes will be resolved by an arbitrator, whose authority is governed by the terms of this Agreement. You and Cox agree that an arbitrator may only award such relief as a court of competent jurisdiction could award, limited to the same extent as a court would limit relief pursuant to the terms of this Agreement. An arbitrator may award attorneys' fees and costs if a court would be authorized to do so, and may issue injunctive or declaratory relief if that relief is required or authorized by the applicable law, but that injunctive or declaratory relief may not extend beyond you and your dealings with Cox. Discovery may be limited in arbitration, and procedures are more streamlined than in court. Notwithstanding this arbitration agreement, you and Cox may bring appropriate claims against each other in small claims court, if the claims fall within the small claims court's jurisdiction, or before the Federal Communications Commission, the relevant state public utilities commission, or any other federal, state, or local government agency authorized by law to hear your claims.

Right to Opt Out of Arbitration

You may opt out of this Arbitration Provision (except for the section entitled Jury Trial Waiver) by notifying Cox of that intent within 30 days of the date of this Agreement for current customers. For new customers activating Service after the date of this Agreement, you may opt out by notifying Cox of that intent within 30 days of the date you subscribe to the Service. You may opt out through either of the following options (please include your name, address, and Cox account number on the communication): (1) sending a letter stating your intent to reject this dispute resolution provision for Cox Complete Care Services to Cox at Cox Legal Department, Attn: Litigation Counsel, 6205-B Peachtree Dunwoody Road, Atlanta, GA 30328; or (2) sending an email with your intent to reject this dispute resolution provision for Cox Complete Care Services to ArbitrationOptOut@cox.com. Exercising this right, should you choose to do so, will not affect any of the other terms of this Agreement or other contracts with Cox and you may remain a Cox customer. If you opt out of the dispute resolution provision, you will not be required to do so again if Cox modifies this section in the future or you agree to a new term of service.

Arbitration Procedures

Because the service provided to you by Cox concerns interstate commerce, the Federal Arbitration Act ("FAA"), not state arbitration law, shall govern the arbitrability of all Disputes. However, applicable federal law or the law of the state where you receive the service from Cox may apply to and govern the substance of any Disputes. Any state statutes pertaining to arbitration, however, shall not be applicable under this Arbitration Provision.

All arbitrations shall be conducted by the American Arbitration Association ("AAA"). The AAA's rules are available on its website at www.adr.org or by calling 1-800-778-7879. If the claim asserted in arbitration is for less than $75,000, the AAA's Supplementary Procedures for Consumer-Related Disputes will apply. If the claim asserted is for $75,000 or more, the Commercial Arbitration Rules will apply. If there is a conflict between the AAA's rules and this dispute resolution agreement, this dispute resolution agreement shall control. To initiate arbitration, you must send a letter requesting arbitration and describing your claims to Cox Legal Department, Attn: Litigation Counsel, 6205-B Peachtree Dunwoody Road, Atlanta, GA 30328. You must also comply with the AAA's rules regarding initiation of arbitration. Cox will pay all filing fees and costs for commencement of an arbitration, but you will be responsible for your own attorneys' fees and costs unless otherwise determined by the arbitrator pursuant to the terms of this agreement or applicable law. Cox will not seek to recover its fees and costs from you in the arbitration unless your claim has been determined to be frivolous. If you are successful in the arbitration, Cox will pay your reasonable attorney's fees and costs. If you obtain an award from the arbitrator greater than Cox's last written settlement offer, Cox will pay you $5,000 in addition to what you have been awarded in the arbitration. The arbitration will be held in a mutually convenient location. If you seek less than $10,000, then you may choose to hold the arbitration in person, via phone, or to have it decided based on written submissions.

If an award granted by the arbitrator exceeds $75,000, either party can appeal that award to a three-arbitrator panel administered by the same arbitration organization by a written notice of appeal filed within thirty (30) days from the date of entry of the written arbitration award. The members of the three-arbitrator panel will be selected according to the rules of the arbitration organization. The arbitration organization will then notify the other party that the award has been appealed. The three-arbitrator panel will issue its decision within one hundred and twenty (120) days of the date of the appealing party's notice of appeal. The decision of the three-arbitrator panel shall be final and binding, except for any appellate right which exists under the FAA.

Class Action Waiver

You and Cox agree that all claims or disputes between you and Cox will be arbitrated individually, and that there will be no class, representative, or consolidated actions in arbitration. If you or Cox brings a claim in small claims court, the class action waiver will apply, and neither of us can bring a claim on a class or representative basis. Furthermore, neither you nor Cox may participate in a class or representative action as a class member if the class action asserts claims that would fall within the scope of this arbitration agreement if they were directly asserted by you or Cox. Notwithstanding the foregoing, this arbitration agreement shall not prohibit you or Cox from participating in any judgment or settlement in any litigation brought by a federal, state, or local government on behalf of you or us, excluding litigation brought by any relator or party in its capacity as a private attorney general. We both agree that this class action waiver is an essential part of our arbitration agreement and that if this class action waiver is found to be unenforceable by any court or arbitrator then the entire Arbitration Provision will not apply to any claim or dispute between you and Cox, except for the section entitled Jury Trial Waiver. This class action waiver may not be severed from our arbitration agreement.

Jury Trial Waiver

If for any reason the Arbitration Provisions are found to be unenforceable, including without limitation, that the class waiver is found unenforceable, or if you opt out of this dispute resolution agreement, you and Cox expressly and knowingly WAIVE THE RIGHT TO TRIAL BY JURY. This means that a Judge rather than a Jury will decide disputes between you and Cox if, for any reason, the arbitration agreement is not enforced.

Severability

If any clause within this Arbitration Provision (other than the class action waiver clause identified in the Restrictions section above) is found to be illegal or unenforceable, that clause will be severed from the Arbitration Provision, and the remainder of the Arbitration Provision will be given full force and effect. If the class action waiver clause is found to be illegal or unenforceable, the entire Arbitration Provision will be unenforceable, and the dispute will be decided by a court. If this entire Arbitration Provision is determined to be illegal or unenforceable for any reason, or if a claim is brought in a Dispute that is found by a court to be excluded from the scope of this Arbitration Provision, you and Cox have each agreed to waive, to the fullest extent allowed by law, any trial by jury.

Continuation

This Arbitration Provision shall survive the termination of your service with Cox. If you bring a claim against Cox after termination of your contract that is based in whole or in part on events or omissions that occurred while you were a Cox customer, this Arbitration Provision shall apply.