Legal and Regulatory Information

Find friendly, easy-to-understand information with complete explanations and details about our communications services.

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

 

Additional tariff and regulatory links:

Residential Services (including state tariffs and service guides)

Operator Services

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 Business General Terms for billing arrangements and rates by state.

 

Directory Assistance

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 Business General Terms for rates by state.

Network Interface Fee: The Network Interface Fee (“NIF”) is an interstate fee that Cox assesses its iVoIP customers that helps defer some of the cost associated with carrier network interconnection services and the interface with the Public Switched Telephone Network (“PSTN”). The fee is a monthly, flat-rated charge assessed to iVoIP customers for each line, voice path or trunk that is active on the account. Cox may change the NIF rate from time to time by providing notice to the Customer.  NIF rates vary by state.  Please see Business General Terms for rates by state.

 

FCC access charge: The FCC access charge or End User Common Line Charge (EUCL) is a monthly, flat-rated charge assessed to end users for each local exchange service line or trunk. The End User Common Line charge will be based on a monthly snapshot of end user accounts. Fractional debits or credits will be assessed for partial months due to service installs and disconnects.

When a customer is provided more than one local business exchange service in a state by the same company, the FCC Access charge or EUCL Multi Line Business Subscriber rates are assessed for each line.

Access Recovery Fee: Business Customers assessed an End User Common Line Charge will be assessed a flat-rated, monthly Access Recovery Fee (ARF). ARFs will be billed to the associated end user or reseller of the local exchange services, with the exception of those customers who participate in the Lifeline Assistance Program.

EUCL and ARF rates vary by state.  Please see Cox’s FCC Access Tariff #4 for rates by state.

Universal Service Fund: Pursuant to the Telecommunications Act of 1996, as implemented by the FCC, effective January 1, 1998, Cox is required to pay into a federally mandated "Universal Service Fund" by means of "contribution factors" to be assessed on interstate and international revenues. The Universal Service Fund provides federally subsidized affordable access to modern telecommunications and information services for schools, libraries and rural health care facilities that meet specific eligibility standards, as well as provide support to specific federal "Lifeline” and "High-Cost Fund" programs used to subsidize local telephone service.

In accordance with FCC guidelines set forth in Order No. 157, Cox has elected to pass-through these Universal Service Fund costs to all retail customers. The FCC calculates the contribution factor each quarter, and each quarter, Cox will adjust its surcharge to match the FCC's rate.

 

Emergency 911

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 Trunking Service - e911 Practice Statement

Please read this statement carefully for important Customer obligations. Cox Business trunking services (including PRI and SIP trunking 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.

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) Customer Premises Equipment ("CPE") is compatible with Cox Business services; 2) the PSAP is able to indentify the Customer's address when a 911 call is placed from Customer's location; and, if Customer is using a PS/ALI service to provide enhanced PS/ALI functions (as described below), that 3) the PSAP is able to indentify 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.)

Customer Responsibility for Enhanced PS/ALI: Cox Business supports the use of enhanced Private Switch / Automatic Location Information ("PS/ALI") functions where the CPE and Cox Business facilities permit such enhanced PS/ALI functions. Such functions permit CPE to register specific PBX stations in the ALI Database to direct emergency responders to specific locations such as specific floors or specific buildings on a campus.

If Customer chooses to use enhanced PS/ALI functions, Customer is responsible for acquiring PS/ALI service at Customer's sole expense. 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 PS/ALI using the trunking services purchased from Cox Business. 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 is responsible for testing the ability to dial 9-1-1 from lines associated with PBX systems at the time the systems and/or new PBX trunks are installed or upgraded, and is responsible for conducting periodic testing thereafter.

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:

1. 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.)

2. INDIVIDUAL AUTOMATIC NUMBER IDENTIFICATION ("ANI"): 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. If the Customer informs Cox Business it wishes to utilize enhanced PS/ALI functions, Customer must confirm that the configuration of CPE and Cox Business facilities permits such PS/ALI functions. The Customer is responsible for retaining a PS/ALI vendor and setting up and maintaining such enhanced PS/ALI arrangements. Customer must inform Cox Business that it wishes to utilize enhanced PS/ALI functions in order that Cox Business may pass telephone numbers outpulsed from the Customer's equipment to the PSAP. Customer is then 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.