Cox is committed to providing its customers with a high quality Internet access experience. The disclosure below explains the performance characteristics (...) and network practices for broadband Internet access services ("BIAS" or "Internet Services" or "Services") provided by Cox. (...) The information provided in the disclosure is (...) designed to provide you with information to understand our broadband Internet access services and make informed decisions regarding your choice of Internet services. (...)
Cox's wireline network used to provision the vast majority of CHSI (...) services is what is commonly referred to as a hybrid fiber-coax network, with coaxial cable connecting each subscriber's cable modem to an Optical Node, and fiber optic cables connecting the Optical Node, through distribution hubs, to the Cable Modem Termination System ("CMTS"), which is also known as a "data node". The CMTSs are then connected to higher-level routers, which in turn are connected to Cox's Internet backbone facilities. Our Internet technology is based on the Data Over Cable System Interface Specification (DOCSIS). DOCSIS is a shared access technology where a population of users shares the available bandwidth. This allows cable operators to take advantage of statistical multiplexing, a bandwidth sharing technique which is used to distribute bandwidth across the user population while providing a level of service designed to meet the needs of customers running the applications of their choice.
Cox offers multiple residential broadband Internet service packages providing different maximum downstream and upstream speeds. For example, in select communities throughout the United States, Cox offers residential packages with maximum upstream and downstream speeds of up to 1 Gbps. The most appropriate package for a particular customer will depend upon a variety of factors, including the types of applications typically used and the number of users in the household. (...)
PowerBoost® is a cable technology that provides end users with a temporary burst of downstream or upstream speed when the end user is consuming or sending a large file and there is available bandwidth in the Cox network to activate the speed boost. When PowerBoost® is automatically activated, bandwidth is increased for the user for the first 12-35MB of the file. PowerBoost® is a registered trademark of Comcast Corporation, used with permission. PowerBoost® is available on the Preferred, Premier and Ultimate CHSI packages. (...)
Cox's network provisioning and engineering practices are designed to enable its customers to receive the speeds they are subscribed to. However, it is important to note that many factors beyond Cox's control can affect the actual speeds customers receive to their devices, including:
The Federal Communications Commission ("FCC") has compiled network performance speed tests of various Internet Service Providers (ISPs), which include comparisons of actual speeds to advertised speeds. The tests measured different timeframes for upload and download speeds. Two timeframes measured were (1) the average peak period 7 PM to 11 PM (Monday through Friday) and (2) an overall category of 24-hours (Monday through Sunday). Cox's most recent results validated the performance of its network and its advertising as compared to actual performance.
Cox's average download speeds as a percentage of advertised speeds were 97% and 100% for the peak and 24-hour periods, respectively. Cox's average upload speeds as a percentage of advertised speeds were 102% and 103% for the peak and 24-hour periods, respectively. Based upon the ratio of actual download speed to advertised download speed for the 50 Mbps service tier, a typical 50 Mbps subscriber would expect to receive 49.5 Mbps download speed for the peak period.
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The program utilized by the FCC to capture speed performance data also captures data on latency performance, which generally measures the round trip time it takes for a data packet to travel from one point to another in a network. This data is typically presented in the aggregate and indicates that the average broadband latency for the cable industry was approximately 24 milliseconds during the peak period. The FCC program reflects average latency of 23 milliseconds within the Cox network. These latency measurements do not typically have a perceptible impact for users.
Similarly, the FCC program referenced above also captures data on packet loss performance. Packet loss is the percentage of packets that are sent by the source but not received by the destination. Congestion along the path of packets traversing networks is the most common reason for packets not being received. A packet is counted as lost by the FCC program if latency exceeds 3 seconds or is never received. The latest report indicates the cable industry has an average packet loss of 0.14%, with packet loss measured on Cox's network of 0.15% during the peak period. These packet loss measurements are sufficiently small so that the perceived quality of most applications is unaffected.
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Apart from the Internet Services it offers over the shared network described above, Cox offers other services using its network facilities, including Internet Protocol-based services such as Cox voice over IP telephone service, Cox IP-delivered video service and Cox home security and automation services. Cox voice service traffic receives special quality of service (QoS) treatment due primarily to the latency sensitivity of the service, but it has no material impact on the overall availability of bandwidth capacity for Internet Services. Similarly, there are Cox IP-based in-home video and home security services that are provided over the same network facilities but managed separately (with QoS) from Cox broadband Internet Service. To the extent Cox offers data services, such as TV Everywhere video streaming, that are not managed within a closed network and traverse the Internet, such traffic is not distinguished from the broadband Internet access service traffic and receives no special QoS treatment. Cox regularly monitors data usage , congestion and capacity to decide where additional capacity in the network is needed for the mix of services it provides.
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The following describes Cox's network practices as of the date of this disclosure; it will be updated from time to time as Cox's practices change. Cox 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 Services or Cox's ability to provide the Services.
Cox is committed to the ongoing management of its network to improve its service offerings, protect customers, and create new Services and feature enhancements for its customers. Cox does not shape or throttle Internet traffic or engage in other network practices based on the particular online content, protocols or applications a customer uses. Cox uses other measures to ensure the best overall experience for our CHSI customers, including, without limitation: 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" or otherwise unsolicited bulk email. Cox also employs other means to protect customers, children, and its network, including blocking access to child pornography (based upon lists of sites provided by a third party and an international police agency), and security measures (including identification and blocking of botnets, viruses, phishing sites, malware, and certain ports (...)).
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There is no typical frequency of congestion, although congestion is more likely to occur during peak use hours in the evening. 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 regularly monitors data usage, congestion and capacity to decide where additional capacity in the network is needed.
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