Legal and Regulatory Information
Find friendly, easy-to-understand information with complete explanations and details about our communications services.
Blocking of 3rd Party Charges
Blocking of 3rd Party Charges
As a Cox customer, you have the ability to block 3rd party charges on your bill, such as collect and operator assisted calls. Please call your local customer service department if you would like to block 3rd party charge
Service agreements and details
Cox intrastate phone service is provided to you, depending on the state where you receive service, pursuant to our tariffs on file with state public utilities commissions or a state Telephone Service Guide. Cox Business services (except for VoiceManager) and certain Residential service offers are subject specific terms and conditions in addition to the applicable state tariff or Service Guide. Interstate and international services are offered under the following terms and conditions.
Customer Service Agreement - Interstate and International Terms and Conditions
Business General Terms - additional terms and conditions including, without limitation, the additional interconnected Voice over Internet Protocol (VoIP) terms and conditions
Business Services plans and pricing details
Domestic operator services are provided for use by pre-subscribed business customers or authorized users. Operator services may also be provided to end users from pay telephones, hotels, motels or other aggregator locations. Operator services allow the business customer to place a call and arrange for billing to the customer's pre-subscribed access line or to a billing arrangement, including a credit card, collect to the called party or to a third party. Calls are billed in whole-minute increments.
The following billing arrangements are available to business customers through Cox domestic operator services:
Operator station (Operator assisted 0+-): Customer places a call by dialing 0 + area code + station number, and waits for the assistance of an operator to place the call. Calls may be billed to a calling card, to the called number (collect) or to a valid third party.
Person to person: The customer places a call by dialing 0 + area code + station number, and waits for the assistance of a live operator, and specifies a particular person, station, room number, department or office to be reached through a PBX attendant. Charges do not apply unless the caller reaches the requested party. Calls may be billed to a calling card, the called party (Collect) or to a third party.
Operator dialed (0-): The customer places a call by dialing 00- from their pre-subscribed access line, or they are transferred to a company operator from the local exchange carrier (LEC) after dialing 0-, and asks the operator to dial the destination number. Calls may be billed to a calling card, to the called number (collect) or to a valid third-party telephone number.
Additional billing arrangements available to business customers through Cox domestic operator services may be available in your location. Please see coxbusiness.com/cbsurchargesandfees for billing arrangements and rates by state.
Directory Assistance and Other Fees
Directory assistance: Both Local (411) and Domestic Long Distance Directory Assistance (i.e., via NPA-555-1212) are available to Customers of Cox. The Directory Assistance charge applies to each call to the Directory Assistance Operator. Up to two requests may be made on each call to Directory Assistance. The Directory Assistance charge applies to each call regardless of whether the Directory Assistance Operator is able to furnish the requested telephone number. Directory Assistance rates vary by state. Please see coxbusiness.com/cbsurchargesandfees for rates by state.
EUCL and ARF rates vary by state. Please see Cox’s FCC Access Tariff #4 for rates by state.
A non-exhaustive list of additional Taxes, Fees, and Surcharges that may apply is described at https://www.cox.com/business/support/taxes-fees-and-surcharges-for-cox-services.html and coxbusiness.com/cbsurchargesandfees. Cox may charge additional Taxes, Fees, and Surcharges which may not be listed. All Taxes, Fees, and Surcharges are subject to change from time to time.
Cox Business e911 Practice Statement
Cox Business is interconnected with the emergency 911 network. There are important customer responsibilities for 911 operations. Below, please read our 911 Practice Statement carefully to understand and follow these obligations.
Cox Business services are interconnected with the emergency 911 network so that 911 calls are routed to Public Safety Answering Points ("PSAPs").
PSAPs access location information on 911 calls through the Automatic Location Information Database ("ALI Database") based on the telephone number of the incoming call. This allows responders to determine the Customer's address if the caller is unable to provide it to the PSAP when a 911 call is placed from Customer's location. Cox Business enters the billing telephone number address as the default location information in the ALI, unless otherwise noted.
Cox Business National 911 for DIDs enables Customers to provide more specific location information in the ALI Database to direct emergency responders to specific locations such as specific floors or specific buildings in a campus. National 911 for DIDs may not be compatible with all types of Customer Premises Equipment (“CPE”) deployed by Cox Business Trunking Customers. If Customers choose to use National 911 for DIDs, such Customers are solely responsible for inputting and/or verifying their specific 911 location information via the MyAccount portal. All Customers of National 911 for DIDs are also responsible for testing the ability to dial 9-1-1 at the time of initial installation or when services are upgraded and are responsible for conducting periodic testing thereafter.
Specific Guidance for Cox Business Trunking Customers
Cox Business Trunking Customers own and deploy their own Private Switch (“PS”) equipment and must therefore be an active participant to ensure 911 services are provisioned and operating properly. PS Customers, as multi-line telephone system operators, are also directly responsible for compliance with certain federal 911 requirements governing dispatchable location information and direct dialing access to 911. See https://www.fcc.gov/mlts-911-requirements for more information. National 911 for DIDs is available to Cox Business Trunking Customers with compatible CPE for an additional charge.
Customer Responsibility for Testing: It is Customer's responsibility to conduct initial and regular testing of the ability to dial 9-1-1 over Cox Business services and ensure that: 1) CPE is compatible with Cox Business services; 2) the PSAP is able to identify the Customer's address when a 911 call is placed from Customer's location; and, 3) if Customer is using National 911 for DIDs to provide enhanced PS/ALI functions, that the PSAP is able to identify the specific location within Customer's address from where the 911 call is placed. (See Section 5, Testing 9-1-1 Call Processing for PBX Systems; NENA Technical Information Document No. 03-502, "Trunking for Private Switch 9-1-1 Service," available at www.nena.org.)
It is Customer's sole responsibility to inform Cox Business and to confirm with Customer's PBX vendors and manufacturers that CPE is compatible with the technical requirements needed to provide National 911 for DIDs. Further, it is Customer's sole responsibility to register and maintain location information in the ALI Database and ensure that the PBX switch employs telephone numbers provided with the Cox Business services for 911 signaling.
Customer Options at Time of Install: Cox Business trunking Customers must inform Cox of Customer's desired 911 configuration. Currently Cox Business supports two 911 configuration options:
BILLING TELEPHONE NUMBER ("BTN"): This option may not meet the needs of larger organizations (customer decision) or when one PBX serves multiple physical locations. As a default, Cox Business will register the trunking Circuit BTN in the ALI Database with the Customer's trunking service address. It is the Customer's responsibility to outpulse the trunking Circuit BTN to the PSAP when 911 calls are made from Customer's location. As a default, and where technically supported, Cox Business will transmit the BTN to the PSAP when a 911 call is made over the trunk. Where it is not technically supported for Cox Business to transmit the BTN as a default, Customer must program its equipment to outpulse the BTN. National Emergency Number Association ("NENA") guidelines state that if any PBX that has not implemented a PS/911 enhancement, the BTN should be sent as the telephone number for 9-1-1 calls. (See NENA Technical Information Document No. 03-502, "Trunking for Private Switch 9-1-1 Service," available at www.nena.org.)
National 911 for DIDs: This option is more expansive than option 1 and can be used, for example, with campus, private network or multi-site environments and/or multi-floor building locations. Customer must confirm that the configuration of CPE and Cox Business facilities supports National 911 for DIDs. Customer is responsible for ensuring that CPE outpulses the telephone numbers provided with the Cox Business service to the PSAP when a 911 call is placed from Customer's location.
Customer may contact their local Cox Business office with any questions regarding this e911 practice. Cox recommends Customer review carefully the following NENA documents available at www.nena.org:
NENA Technical Information Document (NENA 03-502), "Trunking for Private Switch 9-1-1 Service" NENA Standard (NENA 06-003), "Private Switch (PS) E 9-1-1 Database Standard".
This Practice Statement is subject to change from time to time. Notices referenced in this document must be provided in accordance with the notice requirements set forth in the applicable agreement between Cox Business and the Customer. This Practice Statement supersedes and replaces any 911 or e911 Practice or Policy Statement that Cox Business may have provided to Customer in the past, except that this Practice Statement does not supersede any 911 or e911 language contained in any written agreement between Cox and Customer.