COX Digital Cable Get Started Manual
How to get started with
Cox Digital Cable
SM
Welcome to Cox
Thank you for choosing Cox Communications, the most trusted
provider of communication and entertainment services in the
Greater New Orleans area. You’ve made the right decision with Cox!
Superior Technology
Our network is 100% digital and that means sharper images, crisper sound
and greater bandwidth. We’ve got award-winning phone service, the fastest
Internet and On DEMAND—digital television with premium, subscription and
free programming for anytime viewing.
Trained Professionals
Cox field technicians are job trained and certified. Our customer care agents
are responsive and will inform you about our products, resolve issues and
keep hold times to a minimum. Plus, our employees are local—they live and
work in the Greater New Orleans area and that’s good for our local economy.
Convenience and Savings
Nothing beats the convenience of dealing with just one bill from one company
for all of your communication needs. Cox was the first company to bundle cable
television, Internet and telephone in one package. Bundling saves you money
and makes your life easier.
Parental Controls
Today’s mass media offers a wealth of entertainment and educational
information, but it may not be suited for everyone in your household.
That’s why we offer free Parental Controls to block television content or
access to inappropriate websites. Learn more at www.cox.com/takecharge
You’ve really made the right decision by choosing Cox. We’re the most trusted
provider of communication and entertainment services in Jefferson, Orleans,
St. Bernard and St. Charles Parishes, and you’ll always get the best products,
services and support from us. Call us at 504-304-8444 or visit www.cox/Louisiana
Sincerely,
Your friends at Cox Communications
Table of Contents
Cox Services ..............................................................................................4-5
How To Read Your Monthly Statement ..................................................6-8
Entertainment Equipment and Home Wiring ...................................... 8-9
Payment Options .................................................................................. 10 -11
EasyPay Authorization Agreement
for Automatic Bill Payment ........................................................................12
Terms and Conditions ................................................................................13
Digital Cable
Welcome to Digital Cable ...........................................................................14
Digital Cable Remote Control ....................................................................15
Digital Cable Features ...........................................................................16-20
On DEMAND ................................................................................................21
Digital Video Recorder (DVR) ...............................................................22-27
High-Definition Service from Cox ..............................................................27
Connecting Your Cox Digital Cable .....................................................28-29
Connecting Your Cox DVR ....................................................................30-31
Connecting Your Cox HD Cable ..........................................................32-34
Digital Cable Installation .......................................................................35-38
Troubleshooting .....................................................................................38-39
As the third-largest cable provider in the nation, Cox Communications LLC is
noted for its high-capacity, reliable broadband delivery network and superior
customer care. For Cox, it’s not about being the biggest; it’s about being the
best. Our vision is to be the most trusted provider of communication and
entertainment services in America.
Cox offers an array of advanced digital video, high-speed Internet and
telephone services over its own nationwide IP network. Forget about dealing
with different communications providers. Cox Communications is your one-stop.
Cox Services include:
Video
Cox Cable – all the major networks, local channels, national news, weather
and much more:
• Up to 75 channels of the most popular networks including ESPN, CNN, USA,
The Disney Channel, The Weather Channel and more
• Local channels at no additional cost
• Free standard service on all additional TVs
Cox Digital Cable – your best choice for all the latest entertainment
• Over 240 channels of exciting sports, must-see movies and award-winning
original series
• On DEMAND – movies, shows and videos at your ngertips anytime you want
it! Plus local programming you can’t see anywhere else.
• On screen Interactive Program Guide allows you to search programming by
title, time and theme
• Your favorite premium channels – HBO, Cinemax, Starz, Showtime and TMC
• Parental control options
Cox HD (High Definition)
• Free HD programming including your local Hi-Def channels and more HD
networks being added all the time
Cox DVR (Digital Video Recorder) – allows you to watch your favorite
shows when you want, on your schedule – even all your favorite HD shows.
*
Automatically record your favorite programs, pause live TV for up to an hour,
create your own instant replays, tape two shows at one time – and the best part –
no videotapes are required! Never miss your favorite show again!
* An HD TV receiver or CableCARD and HD TV set required.
Cox Services
4
4
High Speed Internet
Always-on connection with speed to download and upload in seconds, not
minutes. Packages and pricing to t every need – the right, safe, affordable
Internet access.
PowerBoost® – technology that gives you a boost of speed when downloading
or uploading videos, photos, music and any large files
Cox Home Networking – share your Cox Internet Connection with up to 4
computers in your home wirelessly
Free Cox Security Suite
SM
powered by McAfeeTM – provides anti-virus, anti-spam,
identity protection and much more
Make the most of your High Speed Internet experience with options like
Cox Rhapsody Music Service, Media Share and Store, and Remote Dial Access.
Digital Telephone
Savings, convenience and reliability with local, long distance and international
calling.
• Popular calling features like Call Waiting, Caller ID, 3-Way Calling, Voice Mail
and much more.
• Phone Tools – exclusively from Cox – allows you to control your phone from any
Internet-connected computer. Forward your phone, listen to voice mails, see
history of incoming and outgoing calls, plus much more.
• Join over 2.5 million customers who rely on Cox for their telephone service.
• Bundle your Cox services (Video, High Speed Internet and Telephone) and
get the best services, at the best price all on one bill – save money and time!
Choose the bundle that is best for you and you’re sure to save big over what
you would spend buying the same services individually. You can always add
services to any bundle!
For more information regarding these services and how to save money when you
bundle Cox Services, call 504-304-8444 or visit www.cox.com/Louisiana
5
For the most up-to-date and detailed information visit: www.cox.com/Louisiana
Pricing, fees, etc. subject to change.
5
For the most up-to-date and detailed information visit: www.cox.com/Louisiana
Pricing, fees, etc. subject to change.
Receiving a monthly statement should not be cause for confusion. At Cox
Communications, our goal is to make things easy for you by providing you
with the convenience of one bill for all your communication needs. For your
convenience, we have outlined and broken down each section on your
statement. If you should have any further questions, as always, you can contact
Customer Service or visit www.cox.com/Louisiana/billingsupport
Date statement was produced.
Your account number.
Please write this number on your check or money order and on all correspondence.
All transactions during the past month.
Included are last month’s previous balance, payment received and current charges.
Total due.
This total includes current month’s charges and any previous balance on the account.
Due date of payment.
Please pay bills by the payment due date to ensure that your payment will appear on the following
month’s statement. Payments received after this date will be included on your next statement.
Current billing period.
Service from (date) – service to (date).
How to reach us – our phone number for your convenience.
Messages from Cox – Important messages and reminders.
Messages are updated monthly. Be sure to read for important information.
Please keep this portion of the statement for your records.
What’s New From Cox: Special offers, savings, opportunities, events and promotions. Be sure to check
the back of the bill each month for additional information.
Our local address.
Payment Coupon – please remove the bottom portion of the statement and remit with your payment.
Your service or billing address.
Please be sure we have your correct name and address. Corrections should be mailed separately to our
office, not to the payment return address.
Payment return address.
Be sure this address shows through the window of the return envelope.
Your bill is printed on both sides.
Monthly activity: Details of transactions during this period.
All services are billed one month in advance. The first bill may include
prorated charges and will be higher than a typical charge for one month.
A
B
G
C
D
E
F
I
H
How to Read Your Monthly Statement
6
6
monthly
statement
monthly
statement
C
I
B
D
E
G
F
H
A
7
For the most up-to-date and detailed information visit: www.cox.com/Louisiana
Pricing, fees, etc. subject to change.
7
For the most up-to-date and detailed information visit: www.cox.com/Louisiana
Pricing, fees, etc. subject to change.
How to Read Your Monthly Statement (continued)
Change of Services and Charges
Cox Communications will notify you of any changes in services, programming,
equipment and rates. This notification can take the form of billing inserts,
statement messages or other broadcast media.
Payment for Service
Our service is provided on a convenient monthly basis. Your first statement
will reflect installation fees and first month service charges. If your service is
disconnected due to unpaid bills, you’ll have to pay all past-due charges,
a reconnection fee, a collection fee and one month’s advance charges before
we reconnect your service.
Billing and Complaint Procedures
Any billing errors or requests for credit must be brought to our attention
within 30 days of the time you received the bill in question. If we have to use
a collection agency or take legal action to collect the money you owe us,
you’ll be responsible for all reasonable fees including attorney and court costs.
NOTE: If you have a billing dispute with us, you must continue to pay your bill
while the dispute is being researched.
Entertainment Equipment and Home Wiring
Cox Service Assurance Plan (CSAP)
With the Cox Service Assurance Plan, you won’t have to worry about costly
repairs. Your coverage includes all home interior wiring to televisions,
telephones and high-speed Internet modems. Plus we will diagnose any
problems, show you how to get the most out of your equipment, and make
sure your Cox services are trouble-free.
What does the Cox Service Assurance Plan cover?
> All video and audio cable installed by Cox Communications.
> Replacement of fittings, splitters, amplifiers and outlets installed or existing
in accordance with accepted industry standards.
> Damage caused by animals chewing on interior or exterior wiring.
> Customer education as it relates to Cox-provided services and equipment.
> Verifying faulty customer equipment (TV, DVD player, splitter).
> Fine tuning and auto programming TV.
> Cable cut by accident while doing yard work.
What is not covered by the Cox Service Assurance Plan?
> Changing batteries in the remote control.
> Installation of home entertainment systems.
> Customer-installed additional outlet with poor reception or picture.
> Replacement or repair of TVs, DVD players, etc.
> Damage to wiring or equipment resulting in gross negligence or
willful damage.
> Installation of new outlets or relocation of outlets.
> Failed self-installations for analog, digital, DVR or high-speed Internet services.
8
8
What is the benefit of the Cox Service Assurance Plan?
Without the Cox Service Assurance Plan, you may be charged for a service call related
to an issue that is not caused by Cox’s service and/or equipment. The cost of the Service
Assurance Plan is $6.99/mo. for video, high-speed Internet and telephone service.
Home Wiring Policy
Cable customers own and are responsible for maintaining cable wiring within their
homes. Also, you have the right to install and maintain additional cable outlets. Here’s
what you should know about Home Wiring:
1. Cable Home Wiring is defined as the internal wiring located within your premises or
living space.
2. Cable Home Wiring does not refer to the wiring outside your home or in the common
areas of multiple dwelling unit buildings (e.g.: apartments, condominiums).
3. The point of demarcation (the point at which the service enters your area or living
space) for a single-family home is approximately 12 inches outside the wall of your
premises or individual dwelling unit.
Customer Options
You can now control who installs the internal wiring for cable outlets and who maintains
the cable past the point of demarcation (the point at which the service enters your area
or living space). Following are several options:
1. You may have Cox Communications install and/or maintain your additional outlet(s).
2. You may install and/or maintain your own additional outlet(s) past the point of
demarcation.
3. You may hire another vendor to install and/or maintain additional outlet(s) past the
point of demarcation.
Equipment Policies
EQUIPMENT includes the following: receiver, remote control unit, security device,
EMTAs, modems, A/B switch, coaxial cable, parental lock-out device, and any other
equipment used to provide your Cox services. Because you’re responsible for loss
or damage to the equipment in your home, you should consider including it in your
homeowner’s, renter’s or other insurance coverage.
We will repair any problematic equipment at no charge. However, if you or persons
within your control damaged the equipment, either television or non-cable TV related
equipment, you may have to pay for the cost of repairs.
Cox Communications does not service televisions, VCRs or any other equipment not
owned by Cox. All equipment and parts [outside of your home] used to install your
cable TV remain the property of Cox Communications and can be removed by us if
you cancel your service or for non-payment of your bill. When you cancel your service,
you’re responsible for returning leased equipment such as receivers and remote
controls in working order—normal wear and tear is accepted. If you do not return the
equipment to us, or if you bring it back damaged, you’ll be charged based on the
schedule of charges then in effect for such items.
Private Viewing
Your cable service is provided for your enjoyment and cannot be broadcast in
areas open to the public. Our programming cannot be rebroadcast, transmitted or
performed, nor may admission be charged for its viewing without written consent,
in advance, from our programming suppliers.
9
For the most up-to-date and detailed information visit: www.cox.com/Louisiana
Pricing, fees, etc. subject to change.
9
For the most up-to-date and detailed information visit: www.cox.com/Louisiana
Pricing, fees, etc. subject to change.
We understand how busy and hectic your life can be. To help accommodate your
busy schedule, we provide several options for paying your bill. Besides mailing
your payment with the detachable portion of your monthly statement, you can
visit any of our payment locations or customer service locations. And if you’d
rather not leave the comfort of your home, you also have the option to pay online
at www.cox.com/Louisiana or sign up for our EasyPaySM program (see page 12).
Mail Your Payment
Mail your payment with the detachable portion of your bill to:
Cox Communications
P.O. Box 9001080
Louisville, KY 40290-1080
Pay Online
If you’re a residential customer, you can view and pay your bill online at
www.cox.com. For your protection, you’ll need your user ID and a password
to view your account information. To view a demonstration of our bill pay
procedure visit www.cox.com/Louisiana
Set Up Automatic Payment with EasyPay
Save a check. Save a stamp. Save time! Guarantee your payment arrives on
time! Our bank talks to your bank or credit card company, and your bill will be
paid each month, on time and well within the payment window. Your payment
will appear on your monthly statement so you can keep track of it. Sign up
online at www.cox.com/Louisiana or complete the enrollment form on page 12
and mail to your local Cox Communications office,* attention EasyPay program.
*See address on your Cox billing statement.
Payment Options
10
10
Cox Retail Service Center – New Orleans
3131 Elysian Fields Ave.
New Orleans, LA 70122
Mon–Fri: 8am – 6pm; Sat: 9am – 1pm
Drive Up
Mon–Fri: 8am – 6pm; Sat: 9am-1pm
Cox Retail Service Center – Westbank
5029 Lapalco Blvd., Marrero, LA 70072
Mon–Fri: 8am – 6pm; Sat: 9am – 1pm
Cox Retail Service Center – Airline
2121 Airline Dr., Metairie, LA 70001
Mon–Fri: 8am – 6pm; Sat: 9am – 1pm
Drive Up
Mon–Fri: 8am – 6pm; Sat: 9am – 1pm
Cox Retail Service Center – Destrehan
4 Storehouse Ln., Destrehan, LA 70047
Mon–Fri: 8am – 6pm
Directions: River Rd. to Ormond Blvd. to
Storehouse Lane. Right on Storehouse Lane.
Service Center is on the left behind the EZ Serve.
When you just want to speak to someone face-to-face, visit one of our
Digital Store offices:
For the most current information on hours of operation at the Digital Store
locations, please visit www.cox.com/support/louisiana/contact/locations.asp
Visit Cox Communications Digital Store locations to drop off equipment, make a
payment or find out more about our services! Some offices also have drive-thru payment
windows for your convenience.
Digital Store Locations
Please call us at 504-304-8444 or visit one of our Digital Store locations for
more information on payment options.
Local Payment Options
In addition to our Digital Store locations, you can visit any of the participating
local payment locations in your area to make a payment.
Log on to www.cox.com/support/louisiana/contact/locations.asp to view a list
of payment locations.
11
For the most up-to-date and detailed information visit: www.cox.com/Louisiana
Pricing, fees, etc. subject to change.
11
For the most up-to-date and detailed information visit: www.cox.com/Louisiana
Pricing, fees, etc. subject to change.
Please fill in the information and sign below.
EasyPay Authorization Agreement for Automatic Bill Payment
Name ________________________________________________________________________________
(exactly as it appears on bank/credit card account)
Cox Account # ________________________________________________________________________
Street Address ________________________________________________________________________
City __________________________________________________ State ____________ Zip __________
Home Phone _________________________________________________________________________
Email ________________________________________________________________________________
Select Payment Type: Bank Credit Card
If Bank is checked above, please fill out the following:
For Checking Account (PLEASE INCLUDE A VOIDED CHECK) or Savings Account
Routing and Account # __________________________ – _____________________________________
Bank Name ___________________________________________________________________________
City/State of Bank _____________________________________________________________________
If Credit Card is checked above, please fill out the following:
Account # ____________________________________________________________________________
Master Card Visa Discover American Express
Expiration Date:_______________________________
I hereby authorize Cox Communications to charge or debit my credit card/checking/savings account indicated above for the
total amount due each month for my Cox services. I understand that I can cancel my participation in this program upon written
notice to Cox Communications, allowing a reasonable time for action on my cancellation notice. I understand that I have the
right to stop automatic payment by notifying my financial institution prior to the time my account is charged or debited. I also
understand that Cox Communications and/or my financial institution can cancel my enrollment in this program at any time.
I understand that Cox Communications may charge me a fee for any unpaid charges returned to Cox and/or denied by my
financial institution for Cox services.
Signature ___________________________________________________ Date ___________________
Please allow 30-60 days after enrollment for EasyPay automatic payments to begin. Look for this message on your bill
statement:
Please do not pay. Your account will be debited when due. Until you see that message, continue to pay your
Cox bill as usual. Cox services not available in all areas. Customer may stop an EasyPay payment by timely notifying his or her
financial institution before account is debited or charged. EasyPay program enrollment will remain in effect until revoked by
customer, Cox Communications or customer’s financial institution. Customer must notify Cox Communications in writing of
any decision to cancel enrollment in EasyPay program, allowing reasonable time for action on cancellation notice. Certain
restrictions may apply. EasyPay is a service mark of Cox Communications. ©2008 Cox Communications, LLC. All rights reserved.
12
12
Loading...