Cox Internet Service Disclosures

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 – Thirteenth 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. Typical Speeds and Latency:
The FCC requires ISPs to disclose “typical” download and upload speeds and latency for mass market speed tiers on Broadband Facts labels.  While the FCC permitted providers to disclose performance data on Broadband Facts labels based on MBA results, because the MBA program does not evaluate all of speed tiers, the FCC also permitted providers to utilize “internal testing, consumer speed test data, or other data regarding network performance” to determine “typical” performance.

Cox has deployed multiple test servers throughout our footprint and provides several models of gateway devices that are equipped with software capable of running speed tests. Cox evaluated millions of speed tests measuring speeds from these modem/gateway devices in customer locations to Cox’s speed test servers. These results include Cox- and customer-initiated tests over the course of a sample month at different times of day.  Like the MBA results, Cox has reported as “typical” on Broadband Facts labels the median download/upload/latency test result of the results relevant for a given speed tier or speeds based on these results. This means that half of the other relevant results are higher than and half are lower than the “typical” result. Thus, your download/upload speed or latency at any point in time measured from your modem/gateway to the Cox test server may not be the same as the “typical” speed disclosed on the Broadband Facts label. Typical speeds for newly launched service plans may represent the average of lab and field test results, due to the absence of available customer data, and may be subsequently adjusted, if warranted, based on subsequent customer testing.

Typical performance can be impacted by many factors. Latency, in particular, is highly dependent on distance from the test server. Therefore, the customers who are the farthest away from or the closest to the nearest Cox test servers or other commercial test servers may never experience latency when running a performance test on their modem/gateway that exactly matches the “typical” latency disclosed on the Broadband Facts label.  That latency number is the median of all relevant latency results and represents one specific customer’s latency at a single point in time.  Also, as described above, while 1 Gbps of capacity is delivered via PON technology, due to a limitation inherent to Ethernet technology, customers served by older ONTs are able to receive a maximum speed of 940 Mbps.  The typical speeds on the Broadband Facts label for a 1 Gig fiber customer were based on tests results utilizing newer ONTs, so a customer served by an older ONT will not experience these speeds (they will not experience speeds in excess of 940 Mbps).

Finally, total service performance is measured on an end-to-end basis, but Cox typical speed results cannot take into account, for example, your internet final destination and traffic on the internet, your specific level of Wi-Fi connectivity, the capabilities and performance of your Local Area Network (LAN), wiring inside your premises, or the capacity or performance of your devices or modem.  Please see Cox Certified Cable Modems and Cox Business Certified Gateways and Modems to ensure you’re using an up-to-date modem that can support your tier of service as typical speeds on all Broadband Facts labels assume use of up-to-date equipment.

The information contained in all of Cox’s current Broadband Facts labels is available at www.cox.com/broadbandlabels.  Once you enter that web address, you will immediately start downloading the .csv file containing Cox’s Broadband Facts data.

A5. Cox Wi-Fi Hotspots:
Eligible Cox Internet, CBI and CFI customers who enjoy our Internet Service at their home or office may also access Cox Wi-Fi at Cox or Cable Wi-Fi hotspots. Customers of Cox’s StraightUp Internet Hotspot Pass℠ pay per use service may access Cox Wi-Fi via secondary DOCSIS streams transmitted over Internet access gateways providing Cox Hotspots service. Cox Wi-Fi 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 Wi-Fi hotspots rely on unlicensed spectrum allocated by the FCC, and therefore are not protected from interference from other uses of the same spectrum.
 

A6. 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 Wi-Fi 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.  2 Gbps 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 Wi-Fi 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 Wi-Fi 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 does not count toward the Data Plan. Internet access through a Cox Wi-Fi 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, NetForecast, have tested the Data Usage Meter for accuracy. The 2022 NetForecast audit report 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) and Cox Fiber Internet (CFI):
Cox also provides a range of wireline business Internet Services.  CBI and CFI 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 popular term agreement and bundle package options for CBI and CFI Service. Other pricing options are available based on term, volume and other services bundled with the CBI or CFI Service. In addition to the pricing shown, CBI and CFI customers may also incur local, state or federal taxes. Contact Cox Business for additional CBI and CFI pricing options. Business customers purchasing bundle packages consisting of CBI or CFI 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- 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.

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 and CFI Customers – Cox Business Internet and Cox Fiber 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 pages. 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 lawful 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).

Customers who live in homes with legacy network equipment, such as signal strength amplifiers and splitters connected to their inside wiring, may cause harm to the network.  Accordingly, after detection of network harm, Cox may reduce the upload speeds available to that customer.  Similarly, use of an incompatible modem for a given tier or the presence of out-of-date in-home equipment may cause harm to the network, so Cox may reduce the download and/or upload speeds available to customers using incompatible modems. In both instances, Cox will notify customers that they are unable to receive the advertised speeds for their subscribed to tiers and provide instructions on how full service may be restored. 
 
If Cox increases the download and/or upload speeds associated with a given tier and existing customers’ modems, and legacy network equipment, such as signal strength amplifiers and splitters, cannot accommodate the higher speeds, Cox may prevent customers from experiencing the increased speeds until Cox is informed that the problems have been corrected.


Internet Protocol (IP) addresses identify devices on the Internet. Due to the ongoing increasing volume of devices connected to the Internet, IP addresses are evolving from IPv4 to IPv6. During this transition, your Cox Internet connected gateway may appear to share an IPv4 address with other Cox Internet connected gateways. This will not materially affect your service.

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
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 2023, DOCSIS 3.1 devices are required for 1 Gbps and 2 Gbps service tiers, but not all DOCSIS 3.1 devices are fully compatible with these tiers.  DOCSIS 3.0 devices may be compatible with other service tiers.  Use of a device that is incompatible with a service tier may cause network harm resulting in speed limitations as described in the Network Practices section above.  Accordingly, DOCSIS 3.1 devices are strongly recommended for all service tiers.

To view a list of cable modems and supported home networking equipment that have been reviewed and certified to be compatible with specific service tiers on the Cox network, refer to:
Cox Certified Cable Modems
Cox Business Certified Gateways and Modems