Cox Mobile Internet Service Disclosures
Updated: April 10, 2024
Cox is committed to providing its customers with a high-quality
mobile Internet access experience. This disclosure explains the
performance characteristics, commercial terms, and network practices for
Cox’s mobile broadband Internet access services (“Cox Mobile Service”
or “Service”). We may change the disclosure from time to time by
updating its text on our website (with the date of the last update
reflected above). Cox Mobile Service relies on the mobile broadband
Internet access service network of our mobile network partner (“MNP”) to
provide the Service, and as described below the Service is subject to
the MNP’s network management practices and controls. The disclosure
below reflects, where appropriate, those practices and controls. It does
not describe the practices, characteristics, or terms you may
experience while roaming on other mobile networks or while using Wi-Fi.
The information provided here is not a contract between Cox and its
customers or any users of the Cox Mobile Service; it is designed to
provide you with information to understand the Service and make informed
decisions regarding your choice of mobile 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.
A. Network Management Practices
A1. General Disclosure:
The following describes Cox’s MNP’s
practices as of the date of this disclosure with respect to the Service;
it will be updated from time to time if Cox’s or our MNP’s practices
evolve. Our MNP 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 Service or Cox's
ability to provide the Service.
Other than for security
purposes, Cox’s MNP will not (1) modify protocol fields other than as
specified by the protocol standard; (2) block, rate-control, or limit
specific protocol ports or protocols; or (3) apply favorable or
unfavorable treatment to traffic, applications, or classes of
applications. Neither Cox nor Cox’s MNP applies disparate treatment to
affiliates or in exchange for consideration. Cox’s MNP uses reasonable
network management practices that are consistent with those of other
domestic providers, and with guidance provided by the Federal
Communications Commission (“FCC”). Individual users’ experiences will
vary depending upon many factors, including among others, the specific
device in question, any programs running on the device, the users’
location, the specific technology being accessed (i.e., 4G LTE or 5G),
environmental factors such as weather, and how many other customers are
attempting to use the same resources.
A2. Congestion Management:
An
individual user’s experience will vary depending upon many factors,
including the plan selected, the network the customer is using, and the
device in use.
Cox’s MNP uses technological measures such as
video caching and resizing video files to manage network congestion
effectively, which it applies irrespective of content or source.
Depending on your device, Cox’s MNP may transmit video in in SD,
standard HD, or FHD, which may involve restricting download or stream
speed.
The resolution for streaming video is 480p.
There
is no typical frequency or location of congestion, although congestion
is more likely to occur during peak use hours in the evening. In
addition, certain events or circumstances – such as a major news event
at any time of the day which results in many customers streaming video
of the event – can also cause congestion. Cox customers may experience
slower data speeds during periods of network congestion on our MNP's
network.
A3. Application-Specific Behavior:
Cox’s
MNP does not inhibit or favor certain applications or classes of
applications. Cox’s Acceptable Use Policy can be found at: www.cox.com/mobile-aup.
A4. Device Attachment Rules:
Cox
Mobile Service users may activate any device that Cox has certified for
use with the Service; supported devices must currently be purchased
directly from Cox. Cox plans to provide a “bring your own device” option
to consumers in the future.
Depending on the capability of your
device, using your Cox Mobile service to create a mobile hotspot is
permitted pursuant to the terms, conditions, and pricing options of your
Cox Mobile Service and subject to the network management practices and
controls of Cox’s MNP.
A5. Network and Customer Security Protection:
Our
MNP may take action—including in limited cases blocking—to protect
customers and the network from malicious or harmful traffic, such as
known attackers, sources that aggressively scan Internet addresses, and
major spam sources. Our MNP may take measures to block malware on
customer equipment. These actions may be based on both internal and
independent analysis.
B. Performance Characteristics
B1. Service Description:
Cox offers mobile broadband Internet access services over 4G LTE and 5G mobile broadband networks, which are suited for real-time applications. The practices of Cox’s MNP are designed to enable our 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, such as:
B2. Expected and Actual Speeds and Latency:
Cox’s MNP uses the same network to provide your mobile broadband Internet access services that it uses to provide its other wholesale customers with mobile broadband Internet access services. Cox expects customers will experience the following speeds and latency for Cox Mobile Service.
- Expected Speeds:
Typical 5G Ultra Wideband network (when and where available and only with 5G UWB compatible devices) download speeds will range from 215-702 Mbps and typical upload speeds range from 14-75 Mbps.
Typical 5G mobile network (when and where available) download speeds will range from of 34-149 Mbps and typical upload speeds range from 6-37 Mbps. Please note that we will update this page as Cox’s MNP further deploys its 5G mobile network and more data is collected. Please review this page for updated information as the 5G rollout is ongoing.
Typical 4G LTE Network download speeds ranges from 9-69 Mbps and typical 4G LTE Network upload speeds range from 1-13 Mbps.
- Expected Latency:
Latency is the roundtrip time it takes for a data packet to travel from one point to another and back in a network. With respect to latency for use of real-time data applications, we expect network-to-mobile device (round-trip) latency to range from 37-56 milliseconds on the 5G UWB network, 42-63 milliseconds on the 5G network and 51-82 ms on the 4G LTE network. We will update this page as Cox’s MNP further deploys its 5G mobile network and more data is collected. Please review this page for updated information as the 5G rollout is ongoing.
- Your Actual Experience:
The actual speeds and latency you experience will depend on many factors, including among others, the type of device, the programs running on the device, your location, the specific network in question (4G LTE or 5G), and how many other customers are attempting to use the same spectrum resources.
- Typical Performance:
The FCC requires ISPs to disclose “typical” download and upload speeds and latency for Cox Mobile services on Broadband Facts labels. Cox has reported as “typical” the speed ranges listed above for 5G UWB, 5G, and 4G LTE technologies. Due to system limitations, Cox reported the midpoint of the latency ranges above as typical latency.
The information contained in all of Cox’s current Broadband Facts labels is available at test.cox.com/broadbandlabels. Once you enter that web address, you will immediately start downloading the .csv file containing Cox’s Broadband Facts data.
C. Commercial Terms
C1. Price:
Cox offers different Service plans to best suit
your needs; more details on specific individual plans – including
specific monthly pricing models – can be found at cox.com. All pricing
is subject to change upon notice to customers:
Additional Pricing Details – Data Allowances
- Changing Your Mobile Services:
Charges will be based on
data plans at the end of the billing cycle. Charges will not be
pro-rated for changes made mid bill cycle.
-Included Taxes, Fees, and Other Charges:
Applicable
taxes and regulatory fees attributable to Cox Mobile Service are
included in the recurring monthly service fee. Applicable taxes on
equipment sales and one-time charges are billed separately from the
monthly service fee.
C2. Privacy Policies:
Cox
protects your privacy throughout the process of providing you service,
billing, and customer support. Cox Mobile Service is provided subject to
Cox’s Privacy Policy for mobile broadband Internet service, referenced
in the link below. The privacy policy may change as provided by its
terms and conditions.
https://www.cox.com/aboutus/policies/annual-privacy-notice.html.
C3. Contact Us:
If you have a complaint or question regarding your Cox Mobile Service, you may contact us using cox.com/chat.