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COX INTERNET SERVICE DISCLOSURES

Updated: January 7, 2022

Cox is committed to providing its customers with a high-quality Internet access
experience. The disclosure below explains the performance characteristics,
commercial terms, and network practices for broadband Internet access services
(“BIAS” or “Internet Services” or “Services”) provided by Cox. The disclosure
may be changed from time to time without notice (with the date of the last
update reflected above). The information provided in the disclosure is not a
contract between Cox and its customers or any users of the Services provided by
Cox but is designed to provide you with information to understand our Services
and make informed decisions regarding your choice of Internet Services. It also
does not obligate Cox to provide any specific level of service or to maintain
any level of service or network configuration and creates no rights that are not
already available to a customer or user by law or under any agreement with Cox.
The information provided is applicable to residential Cox Internet service (Cox
Internet) and small/medium business Cox Business Internet service (CBI) offered
by Cox on a retail, mass-market basis.

A. Performance Characteristics:
A1. Service Description for Cox Internet and Cox Business Internet (CBI):
Cox’s wireline network used to provision the vast majority of Cox Internet and
CBI services is what is commonly referred to as a hybrid fiber-coax network
(HFC) or Fiber to the Node (FTTN), with coaxial cable connecting each
subscriber’s cable modem to an Optical Node, and fiber optic cables connecting
the Optical Node, through distribution hubs, to the Cable Modem Termination
System (CMTS), which is also known as a “data node.” The CMTSs are then
connected to higher-level routers, which in turn are connected to Cox’s Internet
backbone facilities. Our Internet technology is based on the Data Over Cable
System Interface Specification (DOCSIS). DOCSIS is a shared access technology
that continues to evolve where a population of users shares the available
bandwidth. This allows Cox to take advantage of statistical multiplexing, a
bandwidth sharing technique used to distribute bandwidth efficiently across the
user population while providing a level of service designed to meet the needs of
customers running the applications of their choice. Increasingly, Cox is
deploying a Fiber to the Premises (FTTP) network architecture to residential and
business locations throughout various parts of our service footprint.


Cox offers multiple residential Internet Service packages providing different
maximum downstream and upstream speeds. In most of its service locations
throughout the United States, Cox offers residential packages with downstream
speeds of up to 1Gbps. FTTP locations have downstream speeds of up to 940mbps
due to speed limitations of the equipment ethernet ports converting the optical
signal into signals to be used within the premises. The most appropriate package
for a particular customer will depend upon a variety of factors, including the
types of real-time applications typically used and the number of users in the
household.

Cox’s network provisioning and engineering practices are designed to enable its
customers to receive the speeds for the packages they are subscribed to.
However, it is important to note that many factors beyond Cox’s control can
affect the actual speeds customers are able to receive to their devices,
including:


 

 * Capability of end user devices (computer, smartphone, tablet), including
   factors such as age, software and operating system versions, the presence of
   viruses and malware, and the number of simultaneous applications running.
 * Home network (Wifi) connections, which may be slower than wired connections.
 * Capability of hardware used to connect to internet service (modems, routers,
   gateways, and associated firmware). For speeds of 1Gbps and above, the
   modem/gateway must have minimum 2.5 Gbps ethernet port. Please see Certified
   Cox Internet Modem Devices section below and cox.com/modems for more details.
 * Congestion on websites visited, including high demand by multiple
   simultaneous users.
 * Fluctuations in latency within connecting networks outside of Cox’s network,
   such as gaming servers.
 * Force Majeure events such as natural disasters, national emergencies, or
   epidemics/pandemics.
   
   


Cox’s architecture and related engineering standards are constantly evolving
through a long-term, multiyear network upgrade transformation. As such, service
types and speeds that Cox offers may vary by location throughout the duration of
this transformation. However, there should be no discernable, persistent
performance characteristic variations related to geography, where the same
service types and speeds have been deployed.


A2. Actual Speeds:
The Federal Communications Commission (“FCC”) has compiled nationwide network
performance tests of various Internet Service Providers (ISPs), which include
comparisons of actual speeds to advertised speeds. The tests have measured
different timeframes for upload and download speeds. Two timeframes measured
were (1) the average peak period 7 PM to 11 PM (Monday through Friday) and (2)
an overall category of 24-hours (Monday through Sunday). Cox’s most recent
results validated the performance of its network and its advertising as compared
to actual performance.

Cox’s ratio of weighted median peak download speeds as a percentage of
advertised speeds was 112.70%. Cox’s ratio of weighted median peak upload speeds
as a percentage of advertised speeds was 97.07%. Based upon the ratio of
weighted median peak download speed to advertised download speed, a typical 150
Mbps subscriber would expect to receive 169 Mbps download speed.

You may review the FCC’s most recent speed test results at the link provided
below, including the results for Cox:
https://www.fcc.gov/reports-research/reports/measuring-broadband-america/measuring-fixed-broadband-eleventh-report.

A3. Latency:
The program utilized by the FCC to capture speed performance data also captures
data on latency performance, which generally measures the round-trip time it
takes for a data packet to travel from one point to another in a network. The
FCC program reflects aggregate median latency ranging from 17.41 milliseconds
for the 24-hour period to 17.64 milliseconds for the peak period within the Cox
network. These latency measurements do not typically have a perceptible impact
for users.

The following table represents actual performance characteristic data as
measured in the latest FCC report: the Eleventh Measuring Broadband America
Fixed Broadband Report (11th MBA Report).


Tier (Download/Upload Speeds in Mbps)

Sustained Weighted Average Download Speed (Mbps)

Median (Actual) Download Speed (Mbps)

Sustained Weighted Average Upload Speed (Mbps)

Weighted Average Latency (milliseconds)

50/3

56.79

57.54


2.87

21.42

150/10

166.94

166.91


9.70

18.15

300/30


322.33

326.41


28.32

18.19

The FCC program’s validated data statistical averages represented in the table
above can be located here.  The actual download speeds are presented in Table 2
of the Measuring Fixed Broadband – Eleventh Report located here.

The FCC program did not measure all of the speed tiers offered by Cox, which
change from time to time, but focused on speed tiers representing at least 80%
of Cox’s residential subscribers. Although all tier measurements are not
presented, the FCC program results are representative of expected performance
characteristics on tiers not measured.

 

A4. Cox Wifi Hotspots:
Eligible Cox Internet and CBI customers who enjoy our Internet Service at their
home or office may also access Cox Wifi at one of several Cox or Cable Wifi
hotspots. Customers of Cox’s StraightUp Internet Hotspot Pass℠ pay per use
service may access Cox Wifi via secondary DOCSIS streams transmitted over
Internet access gateways providing Cox Hotspots service. Cox Wifi hotspots
access is provided on a “best efforts” basis. The performance experienced in
accessing the Internet while connected to a hotspot will vary significantly from
the performance experienced with a wireline connection and will vary among
hotspot connections as well. These Wifi hotspots rely on unlicensed spectrum
allocated by the FCC, and therefore are not protected from interference from
other uses of the same spectrum.
 

A5. Impact of Other Data Services (Non- Broadband Internet Access Services):
Apart from the Internet Services it offers over the shared network described
above, Cox offers other services using its network facilities, including
Internet Protocol-based services such as Cox voice over IP telephone service and
Cox IP-delivered cable video service. Cox voice service and in-home IP-delivered
cable video service traffic receive special quality of service (QoS) treatment
due primarily to the latency sensitivity of the service. Cox provides other
services over the same network facilities that are managed separately from Cox
broadband Internet Service, such as Cox Wifi Hotspots services partitioned on
separate data streams. These separately managed services have no material impact
on the overall availability of bandwidth capacity for Internet Services. To the
extent Cox offers services, such as TV Everywhere video streaming and Cox home
security and automation services, that are not managed within a closed network
and traverse the Internet, such traffic is not distinguished from other Internet
traffic and receives no special QoS treatment. Cox regularly monitors data
usage, congestion and capacity to decide where additional capacity in the
network is needed for the mix of services it provides.

 

B. Commercial Terms:
B1. Cox Internet:
As stated above, Cox provides a range of wireline residential Internet Services.
Cox Internet service is provided subject to Cox's Residential Customer Service
Agreement  (“Customer Service Agreement”) or Cox’s Residential StraightUp
Internet℠ Customer Agreement and Acceptable Use Policy (“AUP”).  Prospective
customers should read both the applicable agreement and AUP before purchasing
Internet Services from Cox. The service agreements and the AUP may be changed at
Cox's discretion in accordance with the terms of the agreements. The current
versions of the service agreements and AUP are posted on cox.com.
 

Information about residential pricing, data plans and fees, and additional
network services can be found on the Speeds and Data Plans pages and Internet
Pricing and Plans pages of cox.com.  Information about the G1GABLAST℠
residential service, available in all Cox markets, can be found on
the Gigablast page. Gigablast is not available in following cities in Arizona:
Douglas, Wickenburg, and Sierra Vista. 2 Gig is only available in certain areas
of the Cox footprint served by fiber to the premises technologies. In addition
to the pricing shown, residential customers may also incur local, state, or
federal taxes. These webpages may also include standard promotional rates being
offered in Cox markets from time to time. Additionally, more targeted
promotional offers for our Internet Services are available from time to time
through cox.com and our other sales channels. Customers subscribing to Cox
Internet also have access to Cox Wifi hotspots, provided at no additional
charge. Residential customers purchasing bundle packages consisting of Internet
and other services may incur additional taxes, fees and surcharges related to
the other services subscribed to in the specific bundle packages.
 

Cox residential Internet packages (excluding StraightUp Internet℠) include
monthly data plans for different levels of data usage, tailored for the range of
household uses. A Data Plan is the amount of data included in the monthly
Internet package, measured in Gigabytes (GB) or Terabytes (TB). Data Usage is
the amount of data, or bandwidth, used from all online activities through the
cable modem, router or Wifi modem. Monthly data usage calculations are based on
the customer’s individual monthly usage cycle and include the customers’
combined download and upload usage of Internet Service. Please visit
https://www.cox.com/aboutus/policies/speeds-and-data-plans.html for information
on specific Data Plans. Data usage from Non-BIAS data specialized services Cox
provides customers through separate subscriptions do not count toward the Data
Plan. Internet access through a Cox Wifi hotspot does not currently count toward
the Data Plan.
 

Cox provides customers with tools to monitor their data usage. Cox provides a
Data Usage Meter to monitor actual data usage. Both Cox and an independent third
party, Net forecast, have tested the Data Usage Meter for accuracy. The 2019 Net
forecast audit report can be found here. The 2019 Net forecast abstract can be
found here. Cox also provides a Data Usage Calculator for customers to estimate
the amount of data usage in their household based upon the activities of their
household users.



Cox does not adjust the speed or quality of Internet service if the Data Plan is
exceeded. Cox has implemented in most areas a plan that charges overage fees
after a customer exceeds the monthly data included in their Data Plan. Customers
are notified by email and text message when they approach, meet and exceed their
Data Plan. Unused data does not carry over from month to month and is not
prorated. For additional details on Data Plans, please see the Data Usage
learning site.
 

Cox’s StraightUp Internet℠ Service is a pay-as-you-go monthly Internet Service
with an all-in fixed price per month not subject to Cox’s data usage billing
policies. Please go here for details.


B2. Cox Business Internet (CBI):
Cox also provides a range of wireline business Internet Services.  CBI customers
are bound by the terms of the Commercial Service Agreement (CSA) and Cox
Business Acceptable Use Policy. The CSA and AUP may be changed at Cox's
discretion in accordance with their terms. Cox Business offers many pricing
options with multiple term choices. The pricing shown on the webpage referenced
below reflects a popular term agreement option for CBI Service. Other pricing
options are available based on term, volume and other services bundled with the
CBI Service. In addition to the pricing shown, CBI customers may also incur
local, state or federal taxes. Contact Cox Business for additional CBI pricing
options. Business customers purchasing bundle packages consisting of CBI and
other services may incur additional taxes, fees and surcharges related to the
other services subscribed to in the specific bundle packages.

See Cox Business Internet pricing and speed information

 

B3. Early Termination Fees
Residential Cox Internet customers who are subject to an agreement with Cox for
a minimum term for services (for example, a 12-, 18- or 24-month agreement)
(“Minimum Term Agreement”) may be required to pay an Early Termination Fee (ETF)
if Cox Internet service is cancelled or otherwise disconnected after 30 days but
before the end of the Minimum Term Agreement term. Residential customers may
view their Minimum Term Agreement, which includes information on the application
and amount of the ETF, by clicking the link applicable to the minimum term and
agreement initiation date.

Service Agreement initiation prior to March 23, 2021:

 * 12-Month Service Agreement:
   https://www.cox.com/aboutus/policies/service-agreement-12.html
 * 24-Month Service Agreement:
   https://www.cox.com/aboutus/policies/service-agreement-24.html
   


Term Agreement effective March 23, 2021:

 * 12-Month Term Agreement:
   https://www.cox.com/aboutus/policies/term-agreement-12.html
 * 24-Month Term Agreement:
   https://www.cox.com/aboutus/policies/term-agreement-24.html


CBI Customers – Cox Business Internet customers may terminate service before the
end of the term of the contract (Term) selected provided, however, if a customer
terminates before the end of the Term (except for breach by Cox), or Cox
terminates any Service for the customer’s breach of the CSA or the AUP, the
customer will be subject to termination liability equal to the nonrecurring
charges (if unpaid) and 100% of the monthly recurring charges for the terminated
Services multiplied by the number of full months remaining in the Term.

B4. Privacy
Cox protects your privacy throughout the process of providing you service,
billing, and customer support. Cox's Services are provided subject to Cox's
Privacy Policy for broadband Internet service, referenced in the links below.
The privacy policy may change as provided by its terms and conditions.

Your Privacy Rights as a Residential Cox Customer

Your Privacy Rights as a Cox Business Customer

 

B5. Contact Us
If you have a complaint or question regarding your Cox Internet Service, you may
contact us using the information found on the following web page. You will need
to select the market in which your Internet Services are provided.

Residential Customers

Business Customers

 

C. Network Practices:
C1. The following describes Cox's network practices as of the date of this
disclosure; it will be updated from time to time as Cox's practices change. Cox
may take any appropriate measures, whether or not they are described below, in
response to extraordinary levels of usage, denial of service attacks, or other
exigent circumstances that have a significant effect on our customers' ability
to use the Services or Cox's ability to provide the Services.


Cox is committed to the ongoing management of its network to improve its service
offerings, protect customers, and create new service and feature enhancements
for its customers. Cox does not shape, block or throttle Internet traffic or
engage in other network practices based on the particular online content,
protocols or applications a customer uses or by a customer’s use of the network.
Cox uses other measures to ensure the best overall experience for our Cox
Internet customers, including, without limitation: rate limiting of email (as
set forth in our email policies), email storage limits (including deletion of
dormant or unchecked email), rejection or removal of "spam" or otherwise
unsolicited bulk email. Cox may also employ other means to protect customers,
children, and its network, including blocking access to child pornography sites
(based upon lists of sites provided by a third party and an international police
agency), and security measures (including identification and blocking of
botnets, viruses, phishing sites, malware, and certain ports as set forth
below).

 

C2. Port Blocking:
In order to protect you, the network and upstream bandwidth availability, and
the rest of the Internet, Cox blocks or restricts certain ports as described on
this web page:
https://www.cox.com/residential/support/internet-ports-blocked-or-restricted-by-cox.html

 

C3. Congestion:
There is no typical frequency or location of congestion, although congestion is
more likely to occur during peak use hours in the evening. A major news event at
any time of the day which results in many customers streaming video of the event
can also cause congestion. At an individual node level, in rare circumstances,
multiple users of heavy bandwidth applications (e.g., households running
multiple instances of concurrent video streaming or uploading), may temporarily
reduce the bandwidth available to all users on the same node. At times of
congestion, standard network algorithms may be employed to ensure that available
bandwidth is equitably allocated to competing users. Cox regularly monitors data
usage, congestion, and capacity to decide where additional capacity in the
network is needed. In exceptional circumstances due to unforeseen and dramatic
increases in traffic over a short period of time, Cox may take reasonable
measures on impacted nodes on a temporary basis to alleviate congestion until
network capacity can be increased to ensure consistent good performance for all
users.

 

C4. Network and Customer Security Protection:
Cox Internet service performs certain actions to protect your personal security
and also suggests other actions that will enhance your personal security. These
actions and suggestions are described on this web page:
https://www.cox.com/aboutus/policies/annual-privacy-notice.html#security

 

C5. Certified Cox Internet Modem Devices
To view a list of cable modems and supported home networking equipment that have
been reviewed and certified for use on the Cox network, refer to:
https://www.cox.com/residential/support/cox-certified-cable-modems.html


Cox certifies devices for connection to its network to ensure that they will
meet Cox requirements and provide the services as intended. Our certification
process includes extensive lab testing by our Engineering teams. Testing is
performed on the device software and hardware to assess network operability and
compliance with Cox service requirements, working with vendors to have them
update software/firmware to ensure that devices work as desired on the Cox
network. As of 2020, the minimum DOCSIS version for new device installations and
certifications is DOCSIS 3.0, with DOCSIS 3.1 devices being strongly recommended
for all service tiers.


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ourOnline Privacy Policy andCalifornia Privacy Policy.

Although we do not sell personal information in exchange for money, some of the
ways in which we share personal information for advertising or marketing may be
considered “sales” under the California Consumer Privacy Act.

If you would like to manage your cookie preferences or if you are a California
resident who wishes to opt out of the “sale” of your personal information, you
can turn off the following categories of cookies below. If you make any changes
to the default toggle positions, you must click on the Save button to make your
changes effective.

Note that you must save your cookie preferences separately on each browser and
each device that you want your cookie preferences to apply on. If you clear the
cookies on your device or browser, you may need to set your cookie preferences
again.
Allow All

STRICTLY NECESSARY COOKIES

Always Active

These cookies are necessary for the site to function and cannot be switched off
using this system. These cookies are usually only set in response to actions
made by you such as setting your privacy preferences or accessing your account.
You can set your browser to block or alert you about these cookies, but some
parts of the site may not work if you do so.

FUNCTIONAL COOKIES

Functional Cookies

These cookies enable the site to provide enhanced functionality and
personalization, including services and tools we have added to the site that are
provided by other parties. If you do not allow these cookies, then some or all
of these services or tools may not function properly.

PERFORMANCE COOKIES

Performance Cookies

These cookies allow us to count visits and traffic on the site so we may
understand how people use our site and improve its performance. These cookies
may be placed on our site by us (or by our vendors) to collect analytics,
statistics, and other information about how you and others use the site.

TARGETING COOKIES

Targeting Cookies

These cookies may be set through our site by our advertising partners. These
cookies may be used by those partners to help show you more relevant
advertisements on other websites. If you do not allow these cookies, you will
still see advertisements on the internet, but they may be less relevant to you.

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PERFORMANCE COOKIES



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