• Contact Us
  • Select a Location
    Close Location Selection

    Current Location:

    Let us know the location you'd like to browse.

    Select a Location
    OR

    Already a Cox Residential customer?

    Looking for Business service? Go to Cox Business

support site section

Support

Using SmartHelp Through Cox.com

Solution

SmartHelp can help detect when there's an issue with your Internet, TV, or Phone services. Get support quickly with a troubleshooting experience that's tailored to your specific issue.

Understanding Service Notifications

The table below provides an overview of the two types of service notifications that display on Cox.com.

If... Then...
A no known issues alert displays There are no known issues impacting your account or network connection. We recommend using SmartHelp troubleshooting if you are experiencing service issues.
A service alert displays

We are aware of an issue that may be impacting your account or network connection. The following types of notifications may display.

  • Service-impacting events in the area, including outages and increased Internet traffic. For more information, refer to Outage Notifications.
  • Service suspension that requires a payment to prevent a full disconnect.
  • Copyright violations that are available to view. For more information, refer to Copyright Violation Notifications in My Account.

Using SmartHelp to Troubleshoot Common Service Issues

Use the following steps to troubleshoot common service issues with SmartHelp when a service alert does not display.

Note: We do not recommend troubleshooting when a service alert displays.

1

From the Cox.com Home page, click Sign In My Account.

2

Enter your primary User ID and Password.
 

Note: If you do not remember your User ID or Password, or experience an issue signing in, see Recover Your Cox User ID or Reset Your Cox Password.

3

From the banner at the top of the Welcome page, click the Get Smart Help link.

Image of Get SmartHelp banner link

4

Under the Internet, TV, or Phone header, click the Get Smart Help button next to equipment experiencing issues.

Note: The MAC address listed is on a label on the equipment.

Image of SmartHelp equipment selection

Result: A loading window displays as a system check is completed.

5

Refer to the table below to determine the next steps based on the results message displayed.

If the following message displays... Then...
Image of SmartHelp equipment selection

Our system did not identify an issue, but if you continue to experience a service issue, we recommend performing an equipment restart.
Image of SmartHelp equipment selection

Your Cox account balance is overdue and your services have been suspended. Make a payment to prevent your account from being disconnected.
Image of SmartHelp equipment selection There is currently an outage in your area that could impact your services. Resetting your equipment is not recommended and may cause additional problems.
Image of SmartHelp equipment selection Our system did not identify an issue, but if you continue to experience a service issue, we recommend performing an equipment restart.

Note: For additional support or ongoing service issues, click Message Us.

Search for More Articles

© 1998 - 2024 Cox Communications, Inc.