Cox customers in Wichita — and across the nation — will soon become Spectrum customers following final regulatory approval of the massive combination of Cox Communications and Charter Communications, the company that operates Spectrum.
The transaction is expected to close this week, but Cox customers shouldn’t expect their internet, cable or phone service to suddenly change. Charter says Cox customers will eventually gain access to Spectrum products and pricing while having the option to keep their existing plans.
What remains less clear is when Wichita customers will begin seeing the Spectrum name on their bills, whether existing prices will be protected, and when individual Spectrum products will become available.
No Contracts and New Service Guarantees
One potentially significant change is Spectrum’s no-contract policy.
Charter says Cox customers will move into its pricing structure, which does not require annual contracts for residential services. That means customers can change providers without paying an early-termination fee, although they would still be responsible for outstanding bills and returning company equipment.
Customers will also eventually receive Spectrum’s Customer Commitment, which promises 24/7 access to a U.S.-based customer-service team.
Spectrum says that when a technician is needed, it will offer same-day appointments when requested before 5 p.m. or an appointment the following day. Customers are also eligible for credits for qualifying service outages lasting more than two hours.
Those promises could be particularly meaningful to customers who have complained about long waits for service or difficulty getting credits after outages.
What New Products Will Cox Customers Get?
Charter says former Cox customers will eventually have access to several products already offered to Spectrum customers.
Spectrum Advanced WiFi combines a home router with app-based controls that allow customers to manage devices and their home network. Spectrum Mobile provides wireless phone service to eligible Spectrum Internet customers, while its Mobile Speed Boost feature can increase speeds on compatible devices when connected through Spectrum WiFi.
The Spectrum TV App allows customers to watch television on supported televisions, phones and other devices, while Xumo provides a streaming platform that combines live television and streaming apps.
Charter says Cox customers will be able to choose Spectrum bundles that could cost less or keep their existing plans.
That’s an important promise, but it leaves a big question: Does keeping a Cox plan also mean keeping the same price — and for how long?
Could the Merger Bring Jobs to Wichita?
The merger could also have implications for people looking for work.
Charter says it plans to bring Cox’s customer-service operations fully back to the United States and create new customer-service and sales jobs.
The company says employees will earn a starting wage of at least $20 an hour. Benefits include medical, dental and vision coverage for full- and part-time employees, a 401(k) with a company match of up to 6% of eligible pay and an additional contribution available to most employees.
Employees can also receive free or discounted Spectrum Internet, TV and mobile service, tuition-free undergraduate degrees and certificate programs, and career-development opportunities.
What’s not yet clear is how many of those jobs, if any, will be located in Wichita or elsewhere in Kansas.
Why Some Groups Opposed the Deal
Not everyone believes a bigger Spectrum will be better for consumers.
Consumer and labor organizations, including Public Knowledge and the Communications Workers of America, opposed the merger, arguing that further consolidation in the broadband industry could eventually mean higher prices, fewer choices and job losses.
Cox and Spectrum generally haven’t competed head-to-head in the same communities, so the merger won’t eliminate a Cox-versus-Spectrum choice for most customers. Critics instead worry about the enormous size and market influence of the combined company.
Charter argues that broadband competition has expanded beyond traditional cable companies, with cable now competing against fiber, wireless home internet and satellite providers.
California Got More. What About Kansas?
One of the more interesting developments came during California’s review of the merger.
California regulators secured additional commitments involving affordable internet and broadband access before approving the transaction, including millions of dollars for broadband adoption and digital-literacy efforts.
That raises an obvious question for Kansas consumers: If Charter was willing to provide additional affordability and consumer protections in California, why shouldn’t Cox customers in Kansas receive comparable benefits?
With the merger now moving toward completion, Wichita customers don’t need to take immediate action. But they should watch closely for notices concerning their plans, bills, equipment and Spectrum’s new service offerings.
And some of the most important questions remain unanswered: When exactly will Wichita transition to Spectrum? Will current Cox prices be protected? Will equipment need to be replaced? What happens to Cox email accounts? And will the company’s promise to create American jobs translate into new jobs in Wichita?
Those answers will ultimately determine what the Cox-to-Spectrum change really means for Wichita.