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Annual Customer Notices - 2020

Video Service Information

Products and Services Offered – Cox offers a variety of video programming choices including a basic service tier (Cox TV Starter) with most of the local television broadcast stations in your area and, in most areas, an expanded basic service tier (Cox TV Essential) and other service tiers and packages that include additional cable programming services. There are many digital cable programming services and features that you may also purchase with Cox Advanced TV or Contour TV options, which include access to the interactive programming guide, digital music channels, and video-on-demand (OnDEMAND). Cox also offers individual premium channels and pay-per-view services for additional movies, sports and other special events. Various tiers of service offered by Cox may be sold separately or as a package with other tiers; however, as a prerequisite for subscribing to any of the video programming offered, customers are required by law to subscribe to the basic service tier (Cox TV Starter), also offered as a stand-alone tier.

All Cox systems are all-digital, offering channels exclusively in a digital, encrypted format. Cox offers customers the option to rent equipment, such as cable set-top converters, remote controls and/or CableCARDs™ that may be needed to access cable services with your TV equipment. Programming services and features available may vary depending on the Cox equipment or other equipment you use to receive them. For example, converters that are not as fully featured as the advanced converters we lease (i.e., no on-demand access) may provide a more limited channel selection.

Visit us at http://www.cox.com or call us at the number on your bill for more information about products and services, equipment options and pricing in your area.

Prices, Channels and Programming Options – A complete listing of the channel lineup and prices available to you can be found at http://www.cox.com or you may call us at the number on your bill to obtain a printed copy.

Changes in Service or Prices – Subject to applicable law, we have the right to change our services and prices at any time. As a Cox customer, you will generally receive notice of changes in services or prices at least 30 days in advance or in compliance with applicable laws. The notice may be provided on or with your monthly bill, in a separate mailing, on an information channel, as a newspaper legal notice, as part of this annual notice or in some other written form. Additional information regarding such notices may also be found on the Cox website.

Installation and Service Maintenance Policies – Standard installations are generally completed within 7 business days. Someone over 18 years of age must be home during any installation or repair of your cable television service. Cox employees and agents of Cox are required to wear a Cox employee or Cox contractor identification badge. Cox will make every reasonable effort to reschedule any missed service appointment at a convenient time for you.

Access to Customer Premises – By ordering service, you agree to allow employees and agents of Cox access to your premises at reasonable times to inspect and maintain the cable equipment at your service address and, upon termination of service, to remove the equipment. Cox is not deemed to have abandoned equipment that it does not remove.

Moving – Before you move, please call us on the phone number listed on your bill. This is the best way for us to arrange for your service to be disconnected and to schedule an installation at your new home if it is in our service area.

How to Use Your Cable Services – Customers may visit us at http://www.cox.com or call us at the telephone number on your bill for more information regarding the use of your Cox cable service. (Customer support is available by phone 24 hours per day, 7 days per week).

Billing; Charges and Fees – Your monthly Cox bill provides the charges, due date, payments and credits on your account, and may also contain special customer messages. Fees and charges are payable in advance once service is initiated. If you initiate a change in your services, you are subject to the applicable installation and/or charge associated with your new service selection. There may be a nominal non-recurring administrative charge for requested service tier changes. A late fee is added to any bill amount unpaid after the due date. If your payment is made with a non-sufficient funds check or credit card, you may be charged a fee for handling. Additional information for your area regarding Cox billing may be found at http://www.cox.com or you may call us at the telephone number listed on your bill.

Disconnect Policy; Refunds/Credits – A request to disconnect cable service can be made at any time. Billing for service will stop on the day you request the service to be discontinued, subject to billing for applicable fees and outstanding balances on Cox video and/or other services. Additionally, equipment provided to you by Cox must be returned upon disconnection of service or appropriate charges will apply.

If your request to disconnect service occurs before the end of a prepaid period, Cox will refund the prorated unused portion of the fees and charges (subject to the offsets referenced above and the return of Cox equipment). If the pro-rata unused portion is less than $5.00, Cox will make the refund on your request. If you are a Price Lock Guarantee customer and you are cancelling before the end of your term, you may owe an Early Termination Fee.

Connecticut Customers (required notice): Video Outage Bill Credit – Customers must notify Cox within 30 days of a video service outage affecting a customer's service that lasts 24 or more consecutive hours to receive a bill credit.

Delinquent Accounts – If your service is suspended or disconnected for non-payment, we require full payment of the balance and a reactivation fee and may require a deposit and a minimum of one month’s service charge before reconnecting services.

Complaint Procedures – Customers can direct cable billing or service complaints to Cox at the telephone number listed on your bill. If you believe Cox has not properly resolved your issue, you may contact your local franchise authority. Refer to your monthly cable bill or call the local customer service number listed on your bill for the address of your franchise authority contact designated to receive consumer complaints.

For customers with specific complaints regarding closed captioning, please submit written complaints to the dedicated contact at the address listed on your bill for closed-captioning problems or email closedcaption@cox.com.

Theft of Cable Service – Unauthorized cable hook-up or cable theft is a crime that is punishable by fines and/or imprisonment.

Signal Blocking Tools – If you can see images or hear sound from scrambled premium adult or other channels that you do not subscribe to or you do not want to receive a free preview of any premium channel that Cox notifies you it is offering, you may contact Cox at the number on your monthly bill for information on tools to block the channel.

Television Picture Quality – If you experience problems with the quality of television signals you receive, please call us at the telephone number listed on your bill. A Cox customer service representative can often resolve your problem over the telephone. If this cannot be done, we will set up an appointment for a skilled technician to come to your home. If, in your opinion, the service technician fails to correct the reception problem, you should call us again and we will review the actions taken. Should we continue to be unable to resolve the problem to your satisfaction, we will explain the reasons we cannot solve the problem. You may also refer to your cable bill or call the local customer service number listed on your bill for the address of your franchise authority contact designated to receive consumer complaints.

Television Equipment Compatibility – Cox encrypts (or “scrambles”) all channels, including those on the basic service tier, to improve customer service and assure that services are delivered only to authorized subscribers. Encrypted channels cannot be viewed without a device that can decrypt their signals, which may be either a set-top converter provided by Cox for a monthly charge or a certified CableCARD compatible device purchased from a retail outlet that is equipped with a CableCARD obtained from Cox for a monthly charge. CableCARDs and CableCARD compatible devices may not be supported, however, by certain direct fiber-fed installations.

If you plan to access cable services that we scramble or encrypt, you should make sure that any set-top converter, navigation device, television, or other display device you purchase is compatible with the Cox system providing service to you and is capable of working with separate security devices (CableCARDs) that we must provide for your equipment to access encrypted services delivered over Cox’s cable system. Devices sold in retail outlets that are labeled as “digital cable ready” are certified to comply with the FCC technical standards and will have completed a testing and verification process, indicating that they are compatible with Cox’s network. Devices purchased on the secondary market, however, such as used, imported, or stolen devices purchased from individuals or internet resellers, may never have been certified for retail sale and may be incompatible or otherwise unsafe and unsuitable for connection to the Cox network. Such devices, even if they are the same make and model number of a customer premises device that Cox deploys on its network, may: (i) cause electronic or physical harm to the network; (ii) cause interference with the service provided to other customers; or (iii) jeopardize system security or otherwise be used to assist or be intended or designed to assist in the unauthorized receipt of communications services, which are criminal and civil offenses. Cox reserves the right to deny the attachment of any device, other than a certified, CableCARD-compatible device, for any of the reasons discussed above. Upon request, we will provide you with the technical parameters that are needed for any device to operate with our security cards and cable system. Unless authorized or provided by Cox, the use of converters with internal or external descrambling units in a Cox system is illegal.

Set-top converters, CableCARDs, and other devices offered by Cox and other cable operators generally are not interchangeable among various cable system networks because they typically incorporate firmware that is proprietary to the system in which they previously were installed, or system-specific and configured internal CableCARDs that were designed to perform conditional access functions on the specific system in which they were installed, or both.

CableCARDs – Certified CableCARD-compatible TVs, DVRs, and other display devices are sold with a port for a CableCARD, which when properly configured can descramble encrypted channels and can substitute for a cable set-top converter. However, these devices (often referred to as UDCP devices) are generally only capable of processing “one-way” signals and therefore may be unable to access interactive or two-way services offered by Cox, such as OnDEMAND, impulse pay-per-view, and the Cox interactive programming guide. Cox also may have deployed Switch Digital Video (SDV) technology in its system to achieve bandwidth efficiencies that enable Cox to enhance customer services. SDV is a two-way service, and the switched channels consequently cannot be accessed with UDCP devices. However, a special device called a Tuning Adapter, which Cox provides without charge, will enable some UDCPs to access SDV channels. Cox may support devices as they may become available at retail that are capable of supporting two-way service (which may be labeled as Tru2way) and of accessing Cox interactive services (including SDV) with a CableCARD or other security device or functionality that Cox may employ. Please visit http://www.cox.com or contact Cox customer service for more information.

About this Notice – The information in this notice may change in the future. We will provide appropriate notice of any significant changes in advance so that you can make decisions about your future service needs. Customers receiving service as part of a commercial account, bulk rate or similar arrangement may be subject to separate policies or procedures than those outlined herein.

 

Other Important Notices

Residential Customer Service Agreement

The Residential Customer Service Agreement governs the terms under which Cox provides TV, Phone and Internet service(s) to you.  It has been updated effective as of January 1, 2019.   Please visit the Policy/Legal page on cox.com to review the new terms.

Telecommunications Relay Services (711)

The FCC requires all telecommunications companies provide customers who subscribe to telephone service with toll-free, three digit dialing access to Telecommunications Relay Services (TRS). TRS is a service available to all Cox Digital Telephone customers to facilitate telephone conversations with individuals who may have hearing or speech disabilities through TRS operators, called communications assistants (CAs).

A TRS call may be initiated by either a person with a hearing or speech disability, or a person without such disability. When a person with a hearing or speech disability initiates a TRS call, the person uses a teletypewriter (TTY) or other text input device to call the TRS relay center, and provides the CA with the telephone number of the party that he or she would like to call. The CA then places an outbound voice call to that number. The CA then serves as a link for the call, relaying the text of the calling party in voice to the called party, and converting to text what the called party voices back to the calling party. There is no cost to the TRS user.

Customers can conveniently dial 711 to reach a communications assistant at the TRS center 24 hours a day, 7 days a week. All calls are confidential. For more information about TRS, see the FCC’s consumer fact sheet at http://www.fcc.gov/guides/telecommunications-relay-service-trs.



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