My services are out. What should I do?
Cox’s advanced monitoring network allows us to be aware of video, Internet and telephone outages that are being experienced. There is no need for you to call to report an outage. Please know that Cox employees are working around-the-clock in conjunction with the city, parish and electrical utilities to restore your services.
If you unplugged your cable modem and receiver before the storm,
please make sure to plug it back in.
When are local office and payment centers going to be open?
All Retail locations are now open and operating at their normal
business hours.
Click here for a list of all Retail locations and operating hours.
I have power to my home but my services are still not working. Why?
There could be a variety of reasons why your service is not up and running as of yet.
Cox relies on commercial power to operate our product delivery systems. Although you have power to your home,
COX may not have power to the COX distribution point that services your home. We too must have power to deliver our signal to your home.
Another reason for no service could be that your feeder line has been damaged during the storm. If you see your drop is down, please call us so we can send out a technician to resolve that issue.
Finally, you may have simply forgotten to plug your cable modem and receiver
back in, if you unplugged them before the storm.
Even though I don’t have access to my
computer, can I access my Cox High Speed Internet
Email?
Yes, all email accounts are still active. If you can get web access to the Internet, New Orleans customers may read and send email at no charge via our WebMail site: http://webmail.cox.net
When can I expect my services to be
restored?
In addition to our monitoring network, Cox had conducted network surveys on the ground where areas are accessible, and in the air where they are not. In many cases, we are unable to estimate how long outages may persist until we can physically access equipment and understand when services we depend on, like electricity, will be restored. Please know that Cox employees are working around-the-clock to restore your services as quickly as possible.
What is Cox doing to restore services?
Cox Communications has been one of the first organizations to have employees safely re-enter storm-affected areas. They are working to ensure the safety of our customers, repair our network and quickly restore services. Cox has also mobilized forces from other Cox markets that will be traveling to assist in expediting this process.
There are down cable lines in yard, what should I
do?
TO AVOID THE POSSIBILITY OF ELECTRIC SHOCK, PLEASE DO NOT HANDLE ANY CABLE OR POWER LINES that may be down in your yard, hanging from your home or trees. Professionals from Cox and the power company will move and repair any broken cable and power lines as soon as they are able.
What should I do if my video service is
out?
Cox has been monitoring our network throughout the recovery and we are aware of the video, Internet and telephone outages that are being experienced. There is no need for you to call to report an outage. Please know, Cox employees are working around-the-clock to restore your services as quickly as possible.
If you unplugged your receiver before the storm, please make sure to
plug it back in.
What should I do if my Cox telephone service is
out?
Cox has been monitoring our network throughout the recovery and we are aware of the video, Internet and telephone outages that are being experienced. There is no need for you to call to report an outage. Please know, Cox employees are working around-the-clock to restore your services as quickly as possible.
What should I do if my Cox High Speed Internet
service is out?
Cox has been monitoring our network throughout the recovery and we are aware of the video, Internet and telephone outages that are being experienced. There is no need for you to call to report an outage. Please know, Cox employees are working around-the-clock to restore your services as quickly as possible.
If you unplugged your cable modem before the storm, please make sure
to plug it back in.
What if I have what seems to be a routine technical
support question?
If your services are working but you are experiencing technical difficulties, please visit our online support site for answers to common technical billing, order and upgrade questions. You can get instant answers 24/7 by asking our virtual customer service representative.
What if I had an installation service call scheduled
for this week?
Our number one priority 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.
I am an employee, where can I find information about
returning to work and other issues?
Cox Communications’ first priority remains the safety of employees and customers. Cox has created special employee check-in and information lines.
