Cox Communications: Difference between revisions

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==Consumer-impact summary==

'''User Freedom:''' Every dispute must be resolved through [[Forced arbitration|'''forced arbitration''']]. Paying users with unlimited plans et their upload speed capped if there's excessive bandwidth usage.

'''User Freedom:''' Every dispute must be resolved through [[Forced arbitration|'''forced arbitration''']]. Paying users with unlimited plans have their upload speed capped if there's excessive bandwidth usage.

'''User Privacy:''' Cox and affiliates collect extensive private ~~informations~~ and share it with third parties ~~suck~~ as data brokers.

'''User Privacy:''' Cox and affiliates collect extensive private information and share it with third parties, such as data brokers.

'''Business Model:''' Customers can't cancel their subscription easily as there ~~isn't a~~ '''[[click-to-cancel]]''' policy.

'''Business Model:''' Customers can't cancel their subscription easily as there is no '''[[click-to-cancel]]''' policy.

==Incidents==

=== Difficult cancellation process ===

===Difficult cancellation process===

Cox does not have a [[click-to-cancel|'''click-to-cancel''']] policy for canceling services, instead requiring users to either call support, live chat with an agent online, or visit a physical store.<ref>{{Cite web |title=Disconnect or Cancel Service |url=https://www.cox.com/residential/support/disconnect-or-cancel-service.html |url-status=live |access-date=2025-08-16}}</ref> During the call, chat, or visit, the customer service representative will attempt to convince you to keep the service. If you live chat from the website, they will request your account information even if you are signed-in.{{CitationNeeded}}

=== Data collection ===

===Data collection===

Cox and its affiliates collects certain information, such as, "referring URL, clicks, cursor movement, and scrolling activity" to "deliver relevant ads and other content to you on the Online Service and certain third-party services."<ref>{{Cite web |date=2024-11-07 |title=Cox Online Privacy Policy Section 1B |url=https://www.cox.com/aboutus/policies/online-privacy-policy.html#section1b |access-date=2025-08-16}}</ref> This includes [[Nielsen]], <ref>{{Cite web |date=2024-11-07 |title=Cox Online Privacy Policy Section 5 |url=https://www.cox.com/aboutus/policies/online-privacy-policy.html#section5 |url-status=live |access-date=2025-08-16}}</ref> which is a registered [[Data brokers|data broker]] in the state of California.<ref>{{Cite web |date=2022-12-21 |title=Data Broker Registration for Nielsen Marketing Cloud |url=https://www.oag.ca.gov/data-broker/registration/559742 |url-status=live |access-date=2025-08-16 |website=State of California Department of Justice}}</ref>

=== Binding arbitration ===

===Binding arbitration===

Cox has a [[forced arbitration]] clause in its [[terms of service]]:<blockquote>'''A. YOU AND COX AGREE TO ARBITRATE — RATHER THAN LITIGATE IN COURT —'''

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All Disputes between us must be resolved on an individual basis. Except as specified below, you and Cox agree that all Disputes between you and Cox will be arbitrated individually, and that you will not file or participate in a “Class Action” (as defined in federal, state, or arbitration procedural rules), any other form of class, collective, representative, or consolidated actions (collectively “Mass Action,” which term includes, but is not limited to, any action in which twenty-five or more similar demands for arbitration are filed against Cox or any of its affiliated entities and representation for the parties is consistent or coordinated across all cases. The twenty-five or more demands for arbitration need not be filed simultaneously. A Mass Action expressly includes any mass action as defined under National Arbitration and Mediation (“NAM”) Comprehensive Rules and Procedures (including its Mass Filing Supplemental Dispute Resolution Rules and Procedures). We both agree that it is a material breach of this Dispute Resolution Provision to file or participate in a Class Action or Mass Action, and Cox may enforce this prohibition as set forth in Section 4(H) below. If you or Cox brings a claim in small claims court, this Class Action and Mass Action waiver will apply. Nothing in this subsection bars any claims by you for public injunctive relief, which must be decided in court under Section 4(H) below. We both agree that this Class Action and Mass Action waiver is an essential part of our arbitration agreement and that if this Class Action and Mass Action waiver is found to be unenforceable by any court or arbitrator then the entire arbitration agreement set forth in this Section 4 will not apply to any Dispute between you and Cox, except for the provisions of Section 4(K) waiving the right to jury trial. This Class Action and Mass Action waiver may not be severed from our arbitration agreement.<ref>{{Cite web |title=Residential Customer Service Agreement - Section 4.C. |url=https://www.cox.com/aboutus/policies/customer-service-agreement.html#resolution |url-status=live |archive-url=https://web.archive.org/web/20250621223603/https://www.cox.com/aboutus/policies/customer-service-agreement.html#resolution |archive-date=21 Jun 2025 |access-date=17 Aug 2025 |website=Cox}}</ref></blockquote>

=== Applying arbitrary bandwidth limitations ===

===Applying arbitrary bandwidth limitations===

Despite customers paying for unlimited usage, the company has decreased the upload speed of entire neighborhoods from 35 to 10 Mbps due to a few customers using excessive data (8 to 12 TB per month).<ref>{{Cite news |last=Brodkin |first=Jon |date=2020-06-08 |title=Cox slows Internet speeds in entire neighborhoods to punish any heavy users |url=https://arstechnica.com/tech-policy/2020/06/cox-slows-internet-speeds-in-entire-neighborhoods-to-punish-any-heavy-users/ |url-status=live |access-date=2025-08-16 |work=ArsTechnica}}</ref>

==See also==

@@ Line 10: / Line 10: @@
 ==Consumer-impact summary==
-'''User Freedom:''' Every dispute must be resolved through [[Forced arbitration|'''forced arbitration''']]. Paying users with unlimited plans et their upload speed capped if there's excessive bandwidth usage.
+'''User Freedom:''' Every dispute must be resolved through [[Forced arbitration|'''forced arbitration''']]. Paying users with unlimited plans have their upload speed capped if there's excessive bandwidth usage.
-'''User Privacy:''' Cox and affiliates collect extensive private informations and share it with third parties suck as data brokers.
+'''User Privacy:''' Cox and affiliates collect extensive private information and share it with third parties, such as data brokers.
-'''Business Model:''' Customers can't cancel their subscription easily as there isn't a '''[[click-to-cancel]]''' policy.
+'''Business Model:''' Customers can't cancel their subscription easily as there is no '''[[click-to-cancel]]''' policy.
 ==Incidents==
-=== Difficult cancellation process ===
+===Difficult cancellation process===
 Cox does not have a [[click-to-cancel|'''click-to-cancel''']] policy for canceling services, instead requiring users to either call support, live chat with an agent online, or visit a physical store.<ref>{{Cite web |title=Disconnect or Cancel Service |url=https://www.cox.com/residential/support/disconnect-or-cancel-service.html |url-status=live |access-date=2025-08-16}}</ref> During the call, chat, or visit, the customer service representative will attempt to convince you to keep the service. If you live chat from the website, they will request your account information even if you are signed-in.{{CitationNeeded}}
-=== Data collection ===
+===Data collection===
 Cox and its affiliates collects certain information, such as, "referring URL, clicks, cursor movement, and scrolling activity" to "deliver relevant ads and other content to you on the Online Service and certain third-party services."<ref>{{Cite web |date=2024-11-07 |title=Cox Online Privacy Policy Section 1B |url=https://www.cox.com/aboutus/policies/online-privacy-policy.html#section1b |access-date=2025-08-16}}</ref> This includes [[Nielsen]], <ref>{{Cite web |date=2024-11-07 |title=Cox Online Privacy Policy Section 5 |url=https://www.cox.com/aboutus/policies/online-privacy-policy.html#section5 |url-status=live |access-date=2025-08-16}}</ref> which is a registered [[Data brokers|data broker]] in the state of California.<ref>{{Cite web |date=2022-12-21 |title=Data Broker Registration for Nielsen Marketing Cloud |url=https://www.oag.ca.gov/data-broker/registration/559742 |url-status=live |access-date=2025-08-16 |website=State of California Department of Justice}}</ref>
-=== Binding arbitration ===
+===Binding arbitration===
 Cox has a [[forced arbitration]] clause in its [[terms of service]]:<blockquote>'''A.   YOU AND COX AGREE TO ARBITRATE — RATHER THAN LITIGATE IN COURT —'''
@@ Line 33: / Line 33: @@
 All Disputes between us must be resolved on an individual basis. Except as specified below, you and Cox agree that all Disputes between you and Cox will be arbitrated individually, and that you will not file or participate in a “Class Action” (as defined in federal, state, or arbitration procedural rules), any other form of class, collective, representative, or consolidated actions (collectively “Mass Action,” which term includes, but is not limited to, any action in which twenty-five or more similar demands for arbitration are filed against Cox or any of its affiliated entities and representation for the parties is consistent or coordinated across all cases. The twenty-five or more demands for arbitration need not be filed simultaneously. A Mass Action expressly includes any mass action as defined under National Arbitration and Mediation (“NAM”) Comprehensive Rules and Procedures (including its Mass Filing Supplemental Dispute Resolution Rules and Procedures). We both agree that it is a material breach of this Dispute Resolution Provision to file or participate in a Class Action or Mass Action, and Cox may enforce this prohibition as set forth in Section 4(H) below. If you or Cox brings a claim in small claims court, this Class Action and Mass Action waiver will apply. Nothing in this subsection bars any claims by you for public injunctive relief, which must be decided in court under Section 4(H) below. We both agree that this Class Action and Mass Action waiver is an essential part of our arbitration agreement and that if this Class Action and Mass Action waiver is found to be unenforceable by any court or arbitrator then the entire arbitration agreement set forth in this Section 4 will not apply to any Dispute between you and Cox, except for the provisions of Section 4(K) waiving the right to jury trial. This Class Action and Mass Action waiver may not be severed from our arbitration agreement.<ref>{{Cite web |title=Residential Customer Service Agreement - Section 4.C. |url=https://www.cox.com/aboutus/policies/customer-service-agreement.html#resolution |url-status=live |archive-url=https://web.archive.org/web/20250621223603/https://www.cox.com/aboutus/policies/customer-service-agreement.html#resolution |archive-date=21 Jun 2025 |access-date=17 Aug 2025 |website=Cox}}</ref></blockquote>
-=== Applying arbitrary bandwidth limitations ===
+===Applying arbitrary bandwidth limitations===
 Despite customers paying for unlimited usage, the company has decreased the upload speed of entire neighborhoods from 35 to 10 Mbps due to a few customers using excessive data (8 to 12 TB per month).<ref>{{Cite news |last=Brodkin |first=Jon |date=2020-06-08 |title=Cox slows Internet speeds in entire neighborhoods to punish any heavy users |url=https://arstechnica.com/tech-policy/2020/06/cox-slows-internet-speeds-in-entire-neighborhoods-to-punish-any-heavy-users/ |url-status=live |access-date=2025-08-16 |work=ArsTechnica}}</ref>
 ==See also==