As restaurants, schools and businesses across the country temporarily close their doors to slow the spread of COVID-19, millions in the U.S. now rely on broadband internet to do their jobs, look for work, participate in school and stay connected with friends and loved ones. Even today, overall usage remains structurally higher than pre‑pandemic levels: about 5.4 billion people (≈67% of the world) were online in 2024 (ITU), and roughly 28–30% of paid U.S. workdays continue to be done from home, reinforcing sustained weekday daytime demand (WFH Research).
And with more people shifting aspects of their daily lives online, the previous internet usage “peaks” have become the new average in many areas, stretching systems to their limits and threatening the quality of service. Independent network telemetry shows continued double‑digit global traffic growth in 2024 with stronger weekday daytime intensity tied to hybrid activity (Cloudflare), while U.S. fixed broadband households continue to set records in monthly data consumption and in the share of 1 TB+ “power users” (OpenVault OVBI). On mobile, video accounts for around 70% of data traffic and overall volumes are still rising ~20–25% year over year (Ericsson Mobility Report).
Thankfully, many cable and internet providers — including Cox Communications — are responding to the COVID-19 crisis by waiving late fees, boosting internet speeds, and giving customers extra time to pay their bills. In the current environment, providers emphasize affordability and transparency: Cox highlights its income‑qualified plans (ConnectAssist and Connect2Compete), points former ACP households to alternatives (Cox ACP support; FCC ACP), and continues standard disclosures such as data allowances and optional Unlimited Data add‑ons (Cox Internet Data Plans; FCC Broadband Consumer Labels).
“As we are all adapting in these uncertain times, Cox is continuing to focus on our customers with the greatest need to ensure they have the tools to work and learn from home,” said Pat Esser, president and CEO of Cox Communications, as stated in a press release on Cox.com. “We remain committed to keeping our customers connected and supporting the communities we serve.”
Read on to learn about the steps Cox Communications has taken to ensure users still get the level of service they want and have come to depend on.
Cox provides relief for residential customers
Because access to a reliable internet connection has become essential for both social and economic reasons, Cox Communications, like many major internet providers, has pledged to support the FCC’s Keep America Connected initiative by implementing relief measures and programs for its residential customers. The official FCC effort was the voluntary Keep Americans Connected Pledge, launched March 13, 2020 for 60 days, asking providers to avoid disconnections for nonpayment due to COVID‑19, waive related late fees, and open Wi‑Fi hotspots to the public (FCC). That temporary pledge has long since expired; today there is no nationwide moratorium, so Cox’s current support centers on ongoing affordability options and billing flexibility.
For instance, Cox Communications recently rolled out a low-income internet tier and is also offering a number of temporary promotional plans to help seniors, college students and those who are working reduced hours, have been furloughed or laid off due to the coronavirus. Today, Cox’s income‑qualified plans include: ConnectAssist (for households participating in qualifying assistance programs) and Connect2Compete (for families with at least one K‑12 student). Both are typically positioned with no annual contract and discounted monthly pricing; current monthly rates, speeds, eligibility, and any equipment inclusions are listed on the official program pages (ConnectAssist; Connect2Compete). Historically, Connect2Compete has been marketed around a sub‑$15 monthly price point, but you should verify the live offer for your address (C2C details).
Now through May 15, new Starter Internet users can sign up for service for $19.99/mo. with no contract, and with a temporary boost up to 50 Mbps download speeds. In addition, the federal Affordable Connectivity Program stopped accepting new enrollments in early 2024, provided its last fully funded month in April 2024, and issued a partial benefit in May 2024 before funding ended — affecting more than 23 million enrolled households (FCC ACP consumer FAQ; FCC ACP). With ACP inactive, the FCC’s Lifeline program remains the primary federal discount for eligible consumers, typically up to $9.25 per month (with up to an additional $25 on eligible Tribal lands) (FCC Lifeline).
What’s more, Cox is eliminating data use overages in order to meet the higher bandwidth demands, meaning customers won’t be charged a fee for using extra data. Customers who currently have the 500 GB or Unlimited data usage add-on plan will get a credit from Cox. Today, Cox residential internet plans include a standard monthly data allowance, with an optional Unlimited Data add‑on available for an extra fee; see Cox’s current disclosure for the exact allowance and add‑on pricing (Cox Internet Data Plans).
Per Cox’s website, Cox Communications is supporting customers through additional measures, including:
- Not shutting off service to residential customers or small business customers if they cannot pay their bills due to disruptions connected to the COVID-19 crisis.
- Waiving late fees incurred by small business customers or residential customers due to loss of income or economic circumstances caused by the COVID-19 crisis.
- Launching outdoor WiFi hotspots provided by Cox to help provide the general public with a reliable internet connection during this time of need.
The “Promise to Pay” program extends payment deadlines
In addition to adding lower-cost plans for new customers and boosting Mbps for all customers, Cox is also providing relief for those who are already using their services.
As a response to the COVID-19 pandemic, Cox Communications has rolled out the Promise to Pay and Promise to Pay with Extension options. These programs were set up to limit the number of payment reminders customers will receive, and even extend the amount of time they’ll have to pay their bill — all without interrupting service. Today, customers can use flexible payment arrangements (e.g., setting a future‑dated payment or splitting a balance) in My Account or via support channels; Cox also provides guidance for households transitioning off ACP to evaluate eligibility for ConnectAssist or Connect2Compete (Cox ACP support).
While users can find the full set of instructions on Cox Communication’s website, navigating the Promise to Pay program is quick and easy:
- Sign in to your Cox Communications account
- Navigate to the “My Bill” option. There, you may see the prompt, “Can’t pay today? Request help here.”
- Click on it to navigate to the Payment Arrangement Options page where you’ll be able to schedule payments to a date beyond the original due date or ask for more time to make your payment at a later date.
If the “Can’t pay today?” option does not appear in a user’s account, users can also call 1-844-221-3930 to speak to a customer service representative or text a representative by typing 54512 on their mobile phone. They can also reach a representative via live chat by visiting cox.com/chat.
The “Connect2Compete Program” assists low-income K-12 students
With the uncertainty surrounding shelter-in-place ordinances across the country, a reliable internet connection isn’t just necessary to work remotely or video chat relatives; it has now become essential for K-12 students everywhere. Affordability remains a leading barrier for non‑adopting households (NTIA), and lower‑income adults are more likely to be smartphone‑dependent rather than have home broadband (Pew Research Center), which can limit access to school platforms and assignments.
In an effort to help low-income families stay connected to school activities, Cox Communications’s Connect2Compete program provides affordable internet with Wi‑Fi connection for families with school-age children for just $9.95/mo. Like the other programs under the Cox umbrella, this plan, too, will be eligible for a speed bump to 50 Mbps. Today, Connect2Compete is Cox’s discounted home internet offer for eligible K–12 households, typically featuring no annual contract and low monthly pricing; the official page lists current price, speeds, eligibility requirements, equipment terms, and links to Cox’s Digital Academy resources for students and caregivers (Connect2Compete program page).
“To qualify for the Cox Connect2Compete affordable internet program, your household must have at least one K-12 student and participate in a government assistance program,“ says Cox Communications’s website.
Users can apply to the Connect2Compete program here.
Cox rolls out free remote help and service
Going the extra mile, Cox is also extending their Complete Care remote desktop support for no additional charge to customers in lower tiers. This means that if users need help setting up new applications or navigating aspects of Cox’s services (think: online classroom and learning applications or video conferencing services), they’ll get it. And they’ll be able to do so for free with the help of a Cox representative, no matter what plan they have. Across telecom, providers are scaling digital‑first support, including AI‑enabled self‑service and agent assist to speed resolution and reduce truck rolls (Deloitte 2025 outlook; McKinsey on gen AI in telecom).
Get access to service when it matters most
With the worldwide push to practice social distancing indefinitely, everyday tasks including working, socializing and going to school now require reliable internet service.
Cox Communications is taking steps to ensure users are able to practice social distancing while getting the service they need throughout this time of uncertainty — no matter what their employment status or financial situations look like. Usage patterns that emerged during the pandemic have persisted: global traffic continued to grow in 2024 (Cloudflare), U.S. households hit record data consumption levels (OpenVault OVBI), and hybrid work keeps weekday daytime demand elevated (WFH Research). To help households stay connected amid these demands, Cox offers income‑qualified options (ConnectAssist; Connect2Compete), post‑ACP guidance (Cox ACP support; FCC ACP), and opens public access to Cox WiFi hotspots during declared disaster events to support community connectivity (Cox WiFi Hotspots).
Learn more about programs available to new and current customers by visiting Cox Communications’s official website.
