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Frequently Asked Questions (FAQs)
RELATED INFORMATION
•  Area Codes for the U.S. and Canada

 


Billing

Will my phone and cable service be on one bill?

Today a combined Cable, High Speed Data and Telephone bill is available for your convenience. Ask your Customer Service Representative for details, as not all customers will qualify to receive an all-in-one bill.

Is there a fee to switch to Cox Long Distance?
There is no charge to switch over to Cox Long Distance. And, Cox Long Distance is simple and affordable.

With Cox Digital Telephone, will directory assistance be available? How much will it cost?
Directory Assistance is available with Cox Digital Telephone service.

What are some of the FCC charges that I see on my bill for?
The Universal Fund Fee was created by the FCC to help provide affordable telecommunications services for low-income families, to remote areas and advanced services, such as Internet access, to eligible organizations. All long distance carriers pay into this fund. The Carrier Line Fee helps recover a portion of fees paid to local telephone companies for access.

Can my long-distance company be changed without my permission?

Answer: Switching your long-distance company without your approval is called "slamming," and it's illegal.

  • Slamming: The illegal practice of changing a consumer's telephone service - local, intralata or long distance service - without permission. Such unauthorized switching violates FCC rules, regardless if the change was intentional or unintentional.
  • Cramming: A practice in which customers are billed for enhanced features such as voice mail, caller-ID and call-waiting that they have not ordered. This Definition is provided so that each user will be able to differentiate slamming vs. cramming. Cramming is NOT to be tracked for purposes of reporting to the FCC.

 


General

Why is Cox offering Local and Long Distance telephone service?

Our customers have told us that they would like a choice in local telephone providers. As has been demonstrated in many other industries, competition results in several benefits to consumers. Local telephone service is just one part of our long-term strategy to offer our customers a full-service package of communications services. Our customers will be able to rely on Cox to meet all of their communications needs with reliable, top-quality products and services, including cable television, telephone services and high-speed Internet access. Only a communications company like Cox that has invested time and money into upgrading its cable network has the ability to deliver video, voice and data services over a single platform.

Why is Cox - a cable company - allowed to offer local telephone service?
Cox is no longer just a cable company. With the launch of Cox Digital Telephone, Cox now offers a full slate of communications services, including high-speed access to the Internet and local and long distance telephone services. The Telecommunications Act of 1996 deregulated the telecommunications industry, legally permitting cable companies to enter into the local telephone service market for the first time. We are able to launch our service so quickly because we have been anticipating this opportunity and have been upgrading our delivery network for nearly 10 years.

Can I keep my current phone number?
Yes, in most instances, you can! Local Number Portability (LNP) allows a customer to change local exchange carriers and maintain their current telephone number, even though they are now serviced by a different provider.

Can I choose any long distance company?
Long distance service is included with both the Connection Unlimited and Connection 60 Package distance plans that are competitive and simple to understand. However, if you end up choosing our Basic Line offering you can choose your Long Distance provider or choose Cox communications:

How will customers benefit from Cox's local phone service?
Cox customers will be able to enjoy the convenience and security of having all of their communications needs met by one company with a track record of providing a reliable, high-quality product and superior customer service.

Will I be able to call people who use other local telephone companies?
Yes, the Cox network will be connected to other local telephone companies, so you will be able to call anyone, anywhere, regardless of what phone company they use.

Why would I switch?
Better technology, better customer service and better value. Cox's digital broadband network provides the reliability you'd expect from a premier telecommunications company, and we provide the best customer service in the cable industry. As for prices, Cox Digital Telephone offers significant savings over your current provider, plus savings on second lines and features such as Call Waiting, Caller ID or Voicemail. Finally, our calling plans that are straightforward and easy to understand; no confusing time of day restrictions or minimum spending requirements. Your rate will always be the same, 24 hours a day, 7 days a week!

Can I make a phone call and watch TV at the same time?
Yes. In fact, you can also be surfing the Internet with Cox High Speed Internet. Cox's broadband network allows you to use multiple appliances simultaneously.

What phone books will our information go in?
The same directory that they currently reside in.

What makes Cox Digital Telephone better than its competitors?
Cox Digital Telephone is provided over digital fiber-optic network. Our state-of-the art technology assures you of crystal-clear connections and, to keep your phone service trouble-free, we monitor the network 24 hours a day.

Is Cox renting its phone line from another service provider?
No, Cox Communications is a facilities-based provider. That means all of our services are provided over a network that we've built and monitor.

What's the difference between intra-state and inter-state?
Intra-state refers to calls that originate and terminate within the same state. Inter-state calls originate in one state and terminate in another. Cox Communications is licensed to provide both intra and inter-state services to our customers.


Installation & Repair

Will my current telephones work?

Yes.

If my cable goes out, will my phone go out too?
Not necessarily, because cable outages can occur for a variety of reasons that may not affect the telephone lines. Cox's Network Operations Center constantly monitors the network for potential problems, quickly identifies interruptions in service, and remedies the problem. In addition, if the problem is an electrical power outage, Cox provides back-up power so your phone keeps working.

Will Cox Digital Telephone lines work with regular computer modems?
Yes, Cox telephone service also works with dial-up modems.

Does someone have to be home at the time of install?
Yes, it is important that we make sure that the phone jacks in your home have dial tone and that all of the services that you requested are in working order before we leave. In addition, someone at least 18 years old will need to be present.

We will professionally install an eMTA (Embedded Multimedia Terminal Adaptor). The device will be professionally wired to deliver dialtone to each of you phone jacks. The technician will then test phone lines and jacks, verify services and test outgoing and incoming call ability.

What is an eMTA?
An eMTA (Embedded Multimedia Terminal Adaptor) is a special device that can deliver Voice and/or high-peed internet services. It is kind of like a Network Interface Unit (NIU) and a cable modem combined.

Will the house have to be re-wired?
Usually not. There might be a time when our customer wants an outlet in a place that is not pre-wired or there is a problem with the existing pre-wire but this is the exception, not the rule.


Telephone Terms Glossary

eMTA: An eMTA (Embedded Multimedia Terminal Adaptor) is a special device that can deliver Voice and/or high-peed internet services. It is kind of like a Network Interface Unit (NIU) and a cable modem combined.

Telephone Jack: The term jack sometimes means both receptacle and plug and sometimes just the receptacle. The most common telephone jack is the RJ-11 jack, which can have six conductors but usually is implemented with four. The RJ-11 jack is likely to be the jack that your household or office phones are plugged into from the ordinary "untwisted" wire (sometimes called "gray satin" or "flat wire") people are most familiar with.

LNP: (Local Number Portability) The capability of keeping the same local telephone number when switching carriers.

Tone: Each key on the telephone produces two tones, one indicating the row and the other the column of the key.

Pulse: At the destination (receiver end) of the communications circuit, a pulse code demodulator converts the binary numbers back into pulses having the same quantum levels as those in the modulator. These pulses are further processed to restore the original analog waveform.

Modem: (MO dulator- DEM odulator) A device that allows a computer or terminal to transmit data over a standard telephone line. It converts digital pulses from the computer to audio tones that an analog telephone line is set up to handle and vice versa. The term usually refers to 56 Kbps modems (V.92, V.90), the current top speed, or to older 28.8 Kbps modems (V.34). The term may also refer to higher-speed cable or DSL modems or to ISDN terminal adapters, which are all digital and technically not modems.

ISP: An ISP (Internet Service Provider) is a company that provides individuals and other companies access to the Internet and other related services such as Web site building and virtual hosting

Stutter dial tone: A stutter dial tone is a dial tone interrupted by short pauses of silence. The stutter dial tone indicates that you have a voice mail message waiting.

Cramming: is the practice of placing unauthorized, misleading, or deceptive charges on your telephone bill. Entities that fraudulently cram people appear to rely largely on confusing telephone bills in order to mislead consumers into paying for services that they did not authorize or receive. In addition to providing local telephone service, local telephone companies often bill their customers for long distance and other services that other companies provide. When the local company, the long distance telephone company, or another type of service provider either accidentally or intentionally sends inaccurate billing data to be included on the consumer's local telephone bill, cramming can occur.

Slamming: refers to the unauthorized switching of your long distance by a new long distance carrier. This problem can be prevented by asking our local phone company for a PICC freeze after you choose your long distance company.

PICC: A PIC freeze is a "lock" placed on your phone line to prevent the unauthorized switching of your long distance service.

Interstate Long Distance: refers to calls placed from one state to another (also called state-to-state long distance).

intrastate toll: prices of toll calls where the origin and destination are in the same state.

interstate toll: prices of toll calls where the origin and destination are in different states.