Questions on placing an order
Why do you need my SSN? Will this affect my credit score?
Your social security number is used to perform a credit check that will affect your credit score. This may allow us to waive the security deposit for your account. The FTC (Federal Trade Commission) also has rules for all companies to have a system in place to prevent identity theft. The credit checks allow us to fight fraud and protect our customer base.
Why am I being charged a deposit?
Any new customer to Cox Communications that has less than 6 months of payment history is subject to a credit check. This can result in a deposit being required for service.
If I am charged a deposit when will I get it back?
Deposits will be refunded back to a customer’s account after twelve (12) full months of service. This does require the customer to be in good standing for the previous six (6) months.
What are one-time charges?
One time charges are fees that cover the administrative / labor costs associated with beginning new service. This can include items such as; installation, activation, professional installations, additional outlet activations, etc. These charges are billed to the customer on their first bill.
When will my credit card be charged?
Any deposits or household fees & debts generated for starting service with Cox will be included on your first bill.
What is household debt?
Household debt includes any previous charges associated with a customer or address beginning service. If these fees are associated with the customer signing up for service they must be paid prior to new service beginning. If the debt in question is associated with a previous occupant of the service address a verification process will need to be conducted. You may direct the customer to the nearest Solution Store for assistance.
Why am I being required to pay for professional installation, can’t I self-install?
Some of our packages are very complex and require specialized training for proper installation, while there are also several packages that offer the self-installation option. In either case there are still fees required for activating your account.
If the call center is closed when can I call back?
Our call center is open Monday to Friday 7AM to 10PM CST | Saturday 9AM to 5PM CST | Sunday 10AM to 4PM CST
What is a solution store?
Cox does not operate Service Centers like other cable providers. We operate full retail locations that we call; “Solution Stores”
When will Cox contact the customer after placing the order to confirm the details of the order, installation, etc.?
Cox will contact the customer within 24 to 48 hours of placing an order. The confirmation page will reflect the Cox call center number based on the eTailer that submitted the order.
I am able to take advantage of self-installation. Can I go to the nearest Solution Store to pick up the equipment?
Yes, you can pick up the self-install kit and any other required equipment from a location nearest to you. However, please contact the telephone number on your confirmation page (after placing your order), set up your account and then go to the location nearest to you along with your account number provided by the agent on the call.
If the self-pickup is not an option, can the customer change this after ordering?
Yes they can update their order by calling the provided COE number on the confirmation page.
- General Cable Questions
What is Cox Digital Cable?
Cox Digital Cable is a brand new way for Cox to deliver television signals to your home. Digital technology enables Cox to "compress" its signals, thereby providing you with high-quality picture and sound — all without the dish or unsightly antenna. Convenient access to programming, more value, increased viewing control and a better customer experience are just a few of the benefits you'll enjoy with Cox Digital Cable.
How does Cox Digital Cable compare to Cox Basic Cable?
Cox Digital Cable uses advanced technology to deliver more choice than is available with core analog cable service. Some key benefits of Cox Digital Cable include:
More programming choices :
ON DEMAND (where available) — Cox ON DEMAND lets you choose from hundreds of movies and shows — and start them whenever you want.
Pay-Per-View — more hit movies at convenient start times
Music Choice® — commercial-free, high-quality music, 24 hours a day
Interactive on-screen program guide permits control, choice, and convenience.
How does Cox Digital Cable work?
Imagine your television picture is a jigsaw puzzle broken down into individual pieces, placed in a box, shipped to its final location and put back together again exactly as it was before. That is essentially how Digital Cable works. And because the picture takes up less space in digital pieces, many more channels can fit through the existing cable system in your town.
Do I need a separate Digital Cable box for every outlet?
No. Many Cox Digital Cable Customers choose to put a Digital Cable box in one room; others prefer to have one in every room. In rooms that do not have a Digital Cable box, you may not be able to receive all of the channels that you get in the room with the Digital Cable box. The Digital Cable box is required to view any programs ON DEMAND (where available) and premium or pay per-view channels that Cox offers.
Do I have to buy a Digital TV to receive Cox Digital Cable?
No. With Cox Digital Cable you will receive a Digital Cable box that modifies the incoming Digital signal so that it can be viewed with your current TV. With Cox Digital Cable you will be able to enjoy extended service from your current television, without having to buy a Digital TV.
What is a digital converter box (set-top box)?
A digital converter box (also called a receiver or set-top box) is actually a powerful computer that receives cable input and processes multiple channels into a single frequency so that sound and images can be viewed on your television. That is why your TV must be tuned to channel 3 or 4 in order for the box to work properly. When the digital converter is attached to your TV, you are able to watch digital channels. Not only does it process incoming signals, but it also sends information back to our signal-processing center. This enables our digital customers to enjoy services such as ON DEMAND from Cox Digital Cable. Since these boxes now do more than "convert" channels to a single frequency, they are also referred to as set-top boxes. They also allow authorized customer TVs to receive all of the cable channels offered by the system.