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SMARTHELP + THE COX APP
Get automated 24/7 support
Open up the Cox app to access SmartHelp for cable and internet support without calls or wait times. Our easy troubleshooting and step-by-step guidance usually help customers solve their issue. But if you can’t find the answer you’re looking for, you’ll get connected to an agent for further assistance.
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or open the Cox App today.
What to do if there’s a network outage
When there’s an outage, we’re already working hard to restore your service. Don’t worry about contacting us to let us know about the issue.
While you wait, there are a few things you can try:
Do not reset or reboot your equipment—this may cause additional problems.
Sign up to receive a text notification once the outage is resolved. Simply submit your mobile number in the My Account outage alert or the Cox app.
If you have Cox Homelife Security, your security system will still function on a cellular backup until internet connection is restored.
Need to stay connected? Enjoy free access to 4M Cox Hotspots nationwide if you have Cox Internet Preferred or higher.
Want to stream a show while you wait? Watch TV live and On Demand with the Contour app—free with a Cox TV subscription.
What to do if there’s not a network outage
If you don’t see an outage alert in My Account or the Cox app, your service disruption may not be caused by a network outage. In that case, you can turn to SmartHelp for more automated troubleshooting assistance or try these potential solutions.
Double check that your monthly bill payments are up to date—late payments could cause a service interruption
Check your devices for connectivity. Then try rebooting your personal device followed by your gateway.
Secure the cables and cords connected between your equipment, devices and walls, and test that outlets are working and a fuse hasn’t blown.
Make sure your gateway is located properly. Ideally it should be in a central location, at a height of 3 feet or above.
If your TV or phone isn’t working, make sure your TV is on the right input and your cordless phone batteries are charged.
Outage FAQs
Is there a Cox Internet outage?
To confirm if your Cox internet is down, please sign in to view the Cox outage map to see the status and details of nearby service disruptions that could be impacting your Internet connection. If service is out, we’ll keep you updated on when Cox expects it to be resolved. You can also get quick internet support by accessing SmartHelp on Cox.com or the Cox App. Once SmartHelp identifies an issue, we’ll walk you through the steps to get you up and running again.
Is there a Cox outage in my area?
To confirm if Cox services are down in your area, please sign in to view the Cox outage map. Additionally, you can check for impacts to your specific services by signing in to view SmartHelp outage alerts on the Cox App or Cox.com.
How do I report a Cox outage?
Cox is aware of most outages and is on top of the situation. When an outage is detected, we’ll send a proactive message to the mobile phone numbers associated with your account. If you want to receive proactive outage notifications, update your contact information or sign in to view the Cox outage map to opt in.
Is there a Cox TV or Cox cable outage?
To confirm if you're experiencing an outage with your Cox Contour cable service, please sign in to view the Cox outage map to see the status and details of nearby service disruptions that could be impacting your video connection. If service is out, we’ll keep you updated on when Cox expects it to be resolved. You can also get quick support by accessing SmartHelp on Cox.com or the Cox App. Once SmartHelp identifies an issue, we’ll walk you through the steps to get you up and running again.
Is there a Cox outage map I can view?
Yes, the Cox outage map shows the status and details of nearby service disruptions that could be impacting your area. Additionally, you can sign in to SmartHelp for specific details about your address, including an estimated time of service restoration.
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