Annual Notice to Cox Customers
Your Privacy Rights as a Cox Customer and Related Information
2014 Customer Information
For additional information, find your local contact information
- Your Privacy Rights as a Cox Customer
- Information We Collect
- Use and Sharing
- Internet Security
- Law Enforcement and Legal Requests
- Security of Information
- Children's Privacy
- Child Pornography
- Customer Access to Information
- Other Terms and Changes in Policy
- Network Practices
- Customer Proprietary Network Information
- Annual Do-Not-Call Registry Notice
- Annual Customer Notices
When it comes to your personal information, we keep only the information needed to serve you. We treat this information as private and do not sell it to others. We work to keep your information secure and will destroy it when no longer needed. If a service requires an exception to this promise, we will give you clear, prior notice and the right to choose how your information will be used.
We cannot cover here every situation that affects your personal information, but we have included those we believe are most of interest to you. We show any important changes in bold. We also offer updates for you at Cox.com. If you receive your bills electronically, we will send this notice by email. If you would like a written copy, contact us at email@example.com.
Personally Identifiable Information – What Do We Collect?
Your Information – We limit the personal information we collect from you.
In providing our services, we sometimes collect personal information ("Your Information"). This may include: name, address, telephone numbers, social security number, driver's license number, premium services you select, demographics, user ID, password, PIN, email addresses and communications records. It may include information concerning subjects like credit, billing, payment, security deposits, maintenance, repair and services. We may also collect information about your video equipment, computer hardware and software, modems, routers, usage, settings and preferences to aid in customer support and in recommendations for you.
Our policy is to collect only the personal information needed to provide the services we may offer with the quality you deserve. We take reasonable precautions to identify you or your authorized representative when contacted about your account. We sometimes ask for personal information for special reasons, such as for research, in surveys or registering in apps or at our web sites. If so, we will tell you first how we will use it, and you may choose not to participate. When we offer new services to you, we will tell you what information we need and how we may use it.
Cable Television Services – How we collect and use viewing information.
We may use cable and Internet technologies to collect information about your video selections. We treat this information as confidential, and we will not use it to identify you to third parties other than affiliates, vendors and business partners without your consent. We use this information to make recommendations to you and for other purposes, such as to market new or additional services to you. You may opt-out of our use of viewing information for recommendations for most devices by using the settings menu on your set-top box or application. To block other individual or household tracking uses, go online to https://www.cox.com/privacyrequest.
We collect anonymous viewing and demographic information and may use or share it with others for programming, ratings, marketing, advertising and similar purposes. Also, some types of cable television services, such as pay-per view, interactive, entertainment-on-demand and some types of devices we provide you, may collect and use limited personal information in fulfilling the service.
Internet Services – We limit what we collect about your Internet use.
Like most Internet service providers, we automatically collect and store Internet Protocol (IP) addresses (an identifier given to your connection while online), the volume of data transmitted and received by your service, Internet connection performance, modem MAC address, and connection dates and times. We may also collect and store other usage statistics, such as the volume of data transmitted by protocols, devices and services, to help us understand how our network is used and to tailor the services we offer. If you are accessing the Internet away from your home through a WiFi connection provided by Cox or its partners, we may also collect the device MAC ID, device type, and session information such as duration and location of the access point used.
Application Services – Apps may have special policies.
Telephone Services – Special protections apply to your telephone service.
In providing telephone services, we receive usage information, including calls made and received and their duration. We treat this information as private and retain it in most jurisdictions for up to eighteen months. We do not share these records with others, unless required by law. We do not listen to or record your calls to third parties. We do monitor and record certain calls with Cox customer care employees or agents for quality and training purposes.
Wireless Services – Wireless services sold by us are subject to the terms, conditions and policies of their provider.
Cox Home Security – Home security services offered by Cox are subject to this policy and the terms, conditions and privacy provisions contained in their service agreement.
What Information Do We Use or Share?
Personal Information – How we use your personal information.
We consider Your Information confidential, and use it only in providing the services we or our partners offer for such things as sales, installation, training, operations, administration, advertising, marketing, support, development of new services, network management, maintenance, customer care, communications with you, and billing and collection. We may combine Your Information with demographic and other information for purposes consistent with this Policy.
Sharing Restrictions – Limits on sharing.
It is our policy not to disclose Your Information to others outside of Cox, our affiliates, vendors and business partners without your prior consent. You can ask us to note your account with a special flag as added assurance of this promise.
Aggregate Information – How we use information about groups.
As explained above, we use and share aggregate information about usage by groups of customers for a variety of purposes. Aggregate information is collected anonymously and does not identify individual customers. We may use this aggregate information along with demographic data from other sources and may share it with others.
Outside Parties – Sharing restrictions.
We sometimes use affiliates, vendors or partners in providing services and may share Your Information for these purposes. We require these parties to assure at least the level of confidentiality we maintain. We also prohibit them from using Your Information for any other purpose.
Telephone Services – Protecting your telephone privacy.
If you call to discuss your telephone account, we may ask for your "Cox PIN", found in the top right portion of your bill. If you request, Customer Care can remove your PIN number from your bill to enhance your security. At Cox offices, telephone customers must show a government issued photo ID. If you, or anyone authorized by you, make significant changes to your telephone account, Cox will send you notice to confirm that you made these changes. If you suspect that someone may have made unauthorized changes to your account, contact Customer Care at the telephone number on your bill. If we discover any unauthorized access to your account, we will send you notice promptly, in keeping with applicable law.
Our telephone customers can designate their listings as non-published for print or electronic directories or for directory assistance services. We do not publish these directories and are not responsible for their content or accuracy. Because of the complexity of this process and the involvement of others, errors sometimes occur. Our telephone services are subject to tariff or contractual terms that limit our liability in the event of listing errors. For more information on telephone privacy, see the Customer Proprietary Network Information notice below.
Cable Television Services – Interactive services and other uses.
When you use an interactive service to participate in or to order a product or service, we will ask for your permission to provide contact information to the appropriate party. As explained above, we also use viewing information for certain purposes.
Internet Services – Online protections we provide.
Unless addressed to us, we do not read the content of your online communications. We may however, retain and provide such communications if we are legally required to do so. We generally scan incoming and outgoing email messages electronically to identify and filter out likely spam. We also monitor for malware and other threats that could harm your equipment, the network or other users. We may communicate with you online concerning such threats, as well as concerning offerings from Cox that you may be interested in. For more information, see our Policies at Cox.com
Special Exceptions – We reserve the right to disclose Your Information if we have a good faith belief it is necessary to: (1) comply with the law; (2) protect our rights or property or those of others; (3) respond to fraud, abuse or unauthorized reception; (4) enforce our Policies posted on Cox.com; or (5) act in an emergency to protect your safety or that of another. We may also transfer Your Information as a part of a sale or transfer of business operations.
What Should I Know About Internet Security?
Taking Proper Precautions – Things you should know.
Maintaining the security of your personal computer is an important way to protect your privacy and to help us protect our network and customers. You must follow our Policies posted on Cox.com and maintain your antivirus software, firewall, wireless network security and your operating system to prevent harm and potential theft of data. You should regularly back up your computer to preserve your files, including messages you want to keep, and change your login password regularly. Always be sure you know whom you are dealing with before clicking on an Internet link or giving personal information. When communications enter the Internet, it is possible for outside parties to access them. Since we cannot control web sites or services operated by third parties, you should review their terms of service and privacy policies before use. We encourage you to visit our website at Cox.com or the Federal Trade Commission ("FTC") at http://www.ftc.gov for tips on protecting yourself.
We may take protective action related to your Internet service or contact you to help with security issues we identify, such as malware infections. Unsecured WiFi home networks can make you vulnerable to a number of problems, such as unauthorized persons using your Internet service. We may check for unsecured Wi-Fi networks attached to Cox Internet service and provide instructions on how to secure them. We monitor our network and scan incoming and outgoing email messages to filter out likely spam, harmful messages, viruses, malware, spyware and related threats that could harm your equipment, the network or others. We may also share network traffic data with trusted third parties who work to protect ISPs and the Internet from botnets and other threats.
Spam – What we do to protect you.
We try to block incoming and outgoing spam using a variety of methods. You can help by preventing unauthorized access to your computer. You can forward unwanted spam to firstname.lastname@example.org and phishing scams to email@example.com to help update our filters. We may use email to send transactional, informational, or relationship messages related to your service. However, we will never ask you to send personal information to us by unsecured email. If you prefer, you may opt-out of marketing messages we may send by notifying us in response to the email you receive.
Cookies and Web Beacons – Online tools and how to use them.
We and other parties may place ads on our websites and email using "cookies" and web beacons or clear GIFs to collect anonymous information about your visit to our website and email and to manage your preferences. These tools do not provide any other personal information about you. They can, however, be read by the provider to note information about your visit, such as your type of browser, operating system and IP address. Cookies may also help to recognize you when you log in as a registered user or as a repeat visitor. You can control the cookies your computer accepts through the settings on your device. Doing so, however, may limit the personalization available to you. We use these tools to tailor our site and email to better serve you by remembering you and any options you select. We may share non-personal information obtained from these tools with vendors, advertisers and others.
Behavioral or Interest Based Ad Options – Ad tracking technologies and how to control them.
Cox and other website owners or advertisers may use special types of cookies or other tools to provide customized ads based on visits to their websites. You can find more information about these tools, including benefits they can provide at http://www.networkadvertising.org. Many companies that collect information for behavioral advertising are members of the Network Advertising Initiative ("NAI"). NAI offers the ability for you to opt-out of the behavioral advertising programs of their members by going to http://www.aboutads.info/choices. Please note that if you use a different computer, change your web browser, or delete your cookies, you may need to renew your opt-out choices. As there is no commonly accepted response for Do Not Track signals initiated by browsers, we do not respond to them.
About Law Enforcement and Legal Requests
Information Disclosure – What we must disclose.
We regularly receive legal requests for customer information from government and law enforcement personnel. We also receive discovery requests in civil cases. In all such cases, we cooperate by providing the information required by law. Cox does not volunteer customer information or give access to customer communications to law enforcement or others, except in the "Special Exceptions" detailed above or if we have a good faith belief that an emergency involving an immediate danger of death or serious physical injury requires disclosure. Many criminal subpoenas require that we not disclose or notify you of the request. Due to this fact and the volume of requests we receive, we do not assume any duty to notify you of receipt of any legal requests.
Internet Information – We sometimes receive subpoenas for information concerning your Internet access. Files shared over "peer-to-peer" services often include your IP Address, and you could be identified in this way if we receive a lawful subpoena. Law enforcement can obtain details about your Internet use and the content of communications through a warrant or similar authority.
Telephone Information – Law enforcement must obtain a warrant or other similar authority to use a telephone wiretap or a device to capture dialing information. Law enforcement can also subpoena account and call record information.
Cable Television Programming Selections – Your video programming selections may generally be obtained only under court order and after notice is sent to you and you are given the opportunity to object in court.
Security of Information
We continue to work on new ways to protect Your Information. For our most sensitive databases, we use encrypted formats within controlled and secured environments that have restricted access. Although we work to ensure the integrity and security of our network and computer systems, we cannot guarantee that our security measures will prevent unauthorized access or use. We retain personal customer information of current and former customers until no longer needed for business, tax or legal purposes.
What You Should Know About Children's Privacy
Children should always get permission from a parent or guardian before sending personal information over the Internet. Our websites are not directed at, or intended for use by, children under the age of 13. If you believe your child may have provided us with personal information, you can contact us at the address on your bill and we will delete the information. We treat information concerning services provided for family use as that of our adult customer, even if used by a child. We encourage adults to assure responsible use by minors. You can find more information about protecting children's privacy by clicking on "Take Charge" on Cox.com or visiting http://www.ftc.gov.
About Child Pornography
We work closely with the National Center for Missing and Exploited Children and other groups to eliminate child pornography on the Internet. The law requires us to report any evidence concerning child pornography we learn of.
Customer Information Access and Enforcement Rights
You may check the accuracy of personal information in your account by contacting a Customer Care representative. You may also examine Your Information and advise us of any errors you believe we should correct, upon prior request and at your own cost, during business hours at the Cox office listed on your bill. You can enforce your legal privacy rights concerning our collection, use and sharing of your personally identifiable information. Among your remedies is the right to seek damages under 47 U.S.C. 551.
Other Terms and Changes in Policy
Our Network Practices
We may take measures to respond to extraordinary levels of usage, denial of service attacks, or other circumstances that may have a significant effect on your service or the service of other subscribers. We are committed to the management of our network to improve service offerings, protect you, and create new services for you. We use inspection technology to understand the types of traffic on our network, for growth and capacity planning, for customer service and analysis purposes, and to develop and market products and services that may be of interest to you. We do not use inspection technology to shape or throttle Internet traffic. We may use inspection technology for security purposes including identification and blocking of botnets, viruses, phishing sites, and malware. We use other measures to ensure the best overall experience for you, such as: 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, and data usage management. We also employ other means to protect customers, children, and our network, including blocking access to child pornography.
Customer Proprietary Network Information
here are special protections for personal information we obtain in providing telephone services to you. That information, when matched to your name, address, or telephone number is "Customer Proprietary Network Information" or CPNI. Examples of CPNI include: who and when you call; where you call from; how much you spend on local and long distance phone calls; the phone services you receive; pricing plans; billing information; and your PIN number, password and other security measures. Cox does not sell your CPNI information, and your CPNI will not be disclosed to third parties outside of Cox and our affiliates, agents, joint venture partners, and independent contractors, except as required by law or detailed here.
By law, we can use your CPNI to offer our communications-related services to you, unless you request otherwise during the 30-day period following receipt of this notice. You can also withdraw the right for us to use your CPNI at http://www.cox.com/privacyrequest. When you contact us, we may ask for your consent to use your CPNI in marketing our services. This consent applies only for the duration of the call or Internet session. Restricting our use of your CPNI will not affect your service. If you previously contacted us to approve or restrict our use of your CPNI, we will continue to honor your request and you do not need to contact us again.
Annual Do-Not-Call Registry Notice
To help reduce unwanted telemarketing calls, the FCC offers telephone subscribers the opportunity to register their residential telephone numbers, including wireless numbers, on its national Do Not Call registry. You may register for the list without charge by calling the FTC at 1-888-382-1222 or TYY 1-866-290-4236 from the telephone number you are registering or by going online at www.donotcall.gov. The FCC/FTC rules contain an "established business relationship" exception that permits a company that has such a relationship with you, like Cox, to call even if your number is registered.
Annual Customer Notices - 2014
Video Service Information
Products and Services Offered – Cox offers a variety of video programming tiers and services, including a basic service tier (Cox TV Starter) that includes many 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 many additional cable programming services. Many of the local broadcast stations included in the basic service tier are available in both an analog and a digital format (except for Cox systems that have transitioned all customers to digital). There are many additional digital cable programming services and features that you may purchase with Cox Advanced TV options, which include access to the interactive programming guide, digital music channels, and video-on-demand (OnDEMAND). Cox also offers 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 including premium or pay-per-view events, customers are required by law to subscribe to the basic service tier. Cox may also offer customers the option to rent equipment, such as cable set-top converters, CableCARDs, and remotes that may be needed to access certain programming services.
Note: Beginning in 2014, converters with reduced function (i.e. no on-demand access) and reduced cost may also be rented by customers subscribing only to basic (Starter TV) service.
Visit us at http://www.cox.com or call us at the number on your bill for more information about products and services 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 your monthly bill, as a bill insert, as a newspaper legal notice or information channel notice, in a separate mailing or some other written form. Additional information regarding such notices may also be found on the Cox website.
Installation and Service Maintenance Policies – Someone over 18 years of age must be home during any installation or repair of your cable television service. Cox may offer an On-Time Guarantee for cable television installation and service calls in your area. If so, and a Cox technician is not on time for a scheduled appointment, Cox will provide you with a coupon for a credit on your next bill. Cox will also 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.
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 how to use your Cox cable service.
Billing; Miscellaneous Fees – Your monthly Cox bill provides the charges, due date, payments and credits for your account, and may also contain special customer messages. There may be a nominal non-recurring administrative charge for service tier changes you request. 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. A late fee is added to any bill amount unpaid after the due date. If your payment is made with a non-sufficient fund check or credit card, you may be charged a fee for handling.
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.
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 firstname.lastname@example.org.
Delinquent Accounts – If your service is disconnected for non-payment, we require full payment of the balance, a deposit, a reconnect fee, and a minimum of one months’ service before reconnecting service.
Disconnect Policy – 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 your local Cox cable office must be returned upon disconnecting or appropriate charges will apply. Nonpayment of any portion of your Cox bill may result in interruption or disconnection of any and all Cox services.
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 as 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, you should call us at the telephone number listed on your bill. A fully trained 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 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.
Television Equipment Compatibility – Most modern television sets and DVRs are cable compatible ("cable ready" or "digital cable ready") and can receive, when connected directly to the cable service, the television channels carried on the cable system that have not been encrypted to secure the channels. Except with television sets and other display devices equipped to use the CableCARD technology described below, encrypted standard or high-definition digital channels carried on Cox systems will not be viewable without a cable set-top converter compatible with and authorized by the Cox system providing service to you.
Cable Converters – If you have a cable ready or digital cable ready TV/display device you may not need a set-top converter to receive basic, unencrypted services; however, some models of TVs, VCRs and DVRs – especially older TV sets that are not "cable ready" – may not receive all of the channels offered when connected directly to the cable system. Additionally, Cox may elect to encrypt basic services on cable systems that it transitions to all-digital delivery in accordance with FCC provisions. If your TV, VCR or DVR is not able to receive all of the channels desired or the channels you want to view are encrypted, you can obtain a set-top converter from Cox at a low monthly charge, or if available, purchase at a retail outlet a different device capable of accessing the cable services you want. If you plan to purchase cable services that we scramble or encrypt, you should make sure that any set-top converter, navigation device or digital cable ready TV/display device you purchase from a retail outlet is capable of working with separate security cards (CableCARDs) that we must provide in order for your equipment to access such programming services delivered from Cox's cable system. Upon request, we will provide you with the technical parameters that are needed for any such device to operate with our security cards and cable system. In addition, you should know that receivers with descrambling units are illegal to sell or use unless authorized by Cox.
If you receive service through a cable set-top converter, you may not be able to use special features and functions of your TV or DVR. These may include features that allow you to view a program on one channel while simultaneously recording a program on another channel; record two or more consecutive programs that appear on different channels; and, use advanced picture generation and display features such as "Picture-in-Picture", channel review and other functions that necessitate channel selection by the consumer device. You may be able to resolve these issues (and other compatibility issues associated with the reception of programming services) through an additional converter or other equipment that is available for lease from Cox upon request, or from another electronics retail vendor. Please call us at the telephone number listed on your bill for technical assistance with questions about the type of special equipment needed to resolve individual compatibility problems.
CableCARDs – Certain TVs/display devices are sold with a port for a CableCARD that can substitute for a cable set-top converter. However, some of these devices are "one-way" (often referred to as UDCP devices) and cannot access interactive or two-way services offered by Cox, such as OnDEMAND, impulse pay-per-view and the Cox interactive programming guide. Cox may have also deployed Switch Digital Video (SDV) technology in its system to achieve bandwidth efficiencies that enable Cox to enhance its offerings. With SDV, a two-way service, the switched channels cannot be accessed with UDCP devices; however, a special device offered free by Cox called a Tuning Adapter will enable some UDCPs to access switched channels. Devices capable of supporting two-way services (which may be labeled as Tru2way) will be able to access Cox interactive services (including SDV) with a CableCARD and Cox plans to support these devices as they may become available at retail. You may visit http://www.cox.com or contact Cox customer service for more information.
Remote Controls – Cox includes a remote control unit with its set-top converters. Some television, VCR or DVR remote controls are also capable of controlling the basic features of your set-top converter. "Universal" remote control units that are compatible with the basic features of set-top converters may also be obtained from many other sources, such as consumer appliance, electronics outlets or over the Internet. These universal remote controls may not be compatible with certain set top features or services available from Cox in certain markets. If you have specific questions concerning where to find remote controls or their compatibility, we encourage you to contact a Cox customer service representative at the number listed on your monthly bill.
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.
Arbitration Policy and Class Action Waiver
Effective in 2014, the general terms and conditions for residential Cox services will contain a class action waiver and an arbitration clause. Once these provisions are effective, you will be notified of the change and provided an opportunity to opt out of the arbitration clause. Cox has also amended the arbitration clause and class action waiver contained in Cox High Speed Internet Subscriber Agreement. Notification of this change will also be provided.