How Cox prepares for, responds to, updates customers, and recovers from natural disasters

• If your power is working, but your internet is not, please reset your Cox equipment by unplugging and plugging in your devices. If you have power in your home, the node (power source) that provides Cox services to your home may have been damaged and/or lost power. Power or the cable lines could also be out between the node and  homes. Our technicians are walking neighborhoods, checking line by line to ensure all is restored properly.
  
  
• Intermittent service outages: We’re currently using many generators to power our services as power is being restored. Intermittent service outages may occur as providers are working to replace lines, remove trees and restore equipment to power from generators. Due to the possibility of intermittent power outages and surges, it’s recommended to unplug your electronics or have them connected to a surge protector.

Intermittent service outages may occur during the restoration process as providers are working to replace temporary power solutions. For instance many temporary utility poles are being replaced with permanent ones, equipment is being repaired and replaced on poles, and restore equipment to power from generators. Due to the possibility of intermittent power outages and surges, it’s recommended to connect your equipment to a surge protector.

If your line is down, contact us here:

• Text us at 54512
• Chat with us
• Call 877-556-7815

From there, we'll schedule a day a tech can come out—you won't need to be home. If we have to reschedule, we'll prioritize your house for the next day. Please note, if we just can't make the next day, we'll do our best to get to you as quickly as possible.

As we’re working on major repairs in your neighborhood, our outage system will show you in an outage, even if your home is back online. Once the major repairs are complete for the entire area serviced by your node, typically about 100 homes, and we’re able to focus on individual issues, we’ll remove the outage alert. Once the outage alert is removed, you’ll receive a text alert and if you’re still out, we’ll want to hear from you. You’ll then also have the ability to utilize our self-serve tools, such as the Cox app to reset your equipment.

Although you or your neighbors may have never lost power, the node (power source) that provides Cox services to your neighborhood may have been damaged and/or lost power. Power or the cable lines could also be out between the "node" and your home. Our technicians are diligently checking line by line to ensure all is restored properly.

We would like to get any damaged equipment back so we can ensure it’s handled in an environmentally safe way. You have three options to replace your damaged equipment:
 
1.   Visit any local, open UPS store and they will ship it to us for free
2.   Visit one of our Cox Solution Stores Monday thru Friday and drop off the equipment and pick up your new equipment, please check to ensure the store is open before you come. 
 

If you've had to leave your home, we can help you transfer your existing service to another address at no cost.  Link To transfer page

If you need to leave your home, but do not need to move your services to another address, the Storm Assistance Plan is available to temporarily suspend your services. The Storm Assistance Plan allows you to keep your existing Cox email and phone number for no charge for up to 6 months. Text us at 54512, chat with us, or call  (888) 269-9693  to activate the offer.
 

We want to keep you connected. As part of our effort to keep our customers up to date on the latest news, weather, and entertainment, we encourage you to go to watchtv.cox.com to see your options for viewing via the Contour app on your mobile device. There are over 150 channels you can watch depending on your video subscription. Once downloaded, customers should select “Live TV” from the side menu then select “TV Go Channels.” 

Yes, all email accounts are still active. If you have access to the internet, you can read and send email via cox.com/myaccount

If your services are working but you are experiencing technical difficulties, please visit our online support or call our Center for Excellence for Technical Support, (877) 556-7815, for support. You can get instant answers 24/7 at Care Chat also through the online support site.

Customers who have lost equipment can contact us on cox.com/chat, call us (877) 556-7815 or visit one of our Cox Solution Stores to report your equipment loss. Our agents will then complete a lost equipment form and process an order to send you new equipment.  Please check to ensure the store is open before you come.  

It is possible to power your Cox services with a generator, if there has not been network damage in your area. Despite power outages, our technical staff has tested the use of a generator to reconnect to services:

1. First, simply plug the power cord to your computer, television, cable box and modem into the generator.
2. Connect your computer’s cable to your modem. If you have Cox Voice, you would do the same with the phone cable.
3. If the cable lines to your home and neighborhood are intact, your services should be active.

Cox Business continues to work around the clock to restore services to commercial customers. Cox Business will support its customers based on the status of their individual business operations. If a business facility is currently uninhabitable or was without services for an extended period of time, please call (855) 452-9062 to discuss account options. Or visit www.myaccount.coxbusiness.com to report and track a persistent service issue.

Our number one priority, once it is safe to return to the storm impacted areas, is the repair of our network and the restoration of services for customers. As soon as possible, we will then begin to work on new installs. There is no need for you to call us to reschedule your install at this time. We will follow-up with you.