Former Arizona Cox customers: What to know about your first Spectrum bill
PHOENIX (AZFamily) — Former Arizona Cox customers may be receiving their first Spectrum bill after the companies’ $34 billion merger closed in August.
Spectrum says customers’ billing cycles and prices are carrying over unless they choose to make changes.
Alaina Kwan, Arizona’s Family reporter and a former Cox customer, spoke with Spectrum’s Phoenix-area team about what customers should expect, including whether they need a new account, different equipment or new streaming logins.
Spectrum Communications Area Vice President Andrew Metz said customers should be able to access their accounts and customer portal the same way they did before. The company sent customers emails explaining the transition, including what to expect with their accounts and online access.
“Existing legacy Cox customers, no changes to their current bills or products and services unless they desire to make changes,” Metz explained.
Spectrum says it does not have usage-based billing or data caps. Qualifying customers who bundle services may be eligible for one year of Spectrum Mobile and up to $1,000 in savings, according to the company.
No equipment replacement required
Former Cox customers do not need to replace equipment such as routers, Metz says. The changes customers may notice are more likely to involve installation and troubleshooting services.
Spectrum says it has increased the availability of same-day service since the merger closed. According to Metz, the company’s historical baseline was less than 1% for same-day installations and about 8% for same-day service.
Since Sept. 9, Metz said, Spectrum has reached about 20% for same-day installations and more than 50% for same-day service.
The company said it can respond to same-day requests when customers want that option.
Streaming logins may need troubleshooting
Customers who use streaming services through Cox could encounter login issues during the transition. Metz says he personally ran into a problem trying to sign in to HBO Max with his Cox credentials.
Spectrum Communications Manager Melany Stroupe said the company is working through some transition issues involving Cox and Charter accounts and is available to help.
Customers with questions about their bill, plan or streaming logins can contact Spectrum customer service. More information about the transition is available HERE.
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