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Troubleshooting Cox Connect

Last Updated: Wed, 27 Jan 2016 > Related Articles

46 rated this

Summary

Get solutions or suggestions for problems with Cox Connect.

Solution

IssuePossible CauseResolution
Connect for iOS stops responding or closes on launch. ------
  • Return to the Home screen, and then click the Home button twice.
  • Tap and hold the Connect icon.
  • When it starts to jiggle, tap the Close App icon to close it
  • Double-click the Home button and try opening the app again.
Connect for Android stops responding or closes on launch. ------
  • Go to Settings
  • Tap Applications
  • Tap Cox Connect
  • Tap Clear data
  • Launch Connect again.
I entered the wrong login, and now I can’t try to log in at all. [Error code: 1010] The Cox Connect app locks after multiple unsuccessful login attempts. This is a safety feature to prevent unauthorized access.Wait 30 minutes and try again. If you need to look up your user ID then Tap here.
I can’t remember my User ID / Password  ------ Tap here to lookup your User ID.
I can tap buttons for a service but I can’t access the service.
  •  You may not be subscribed to the service
  • There may have been technical difficulties with the system

 

  • Contact your Cox Customer Care Center to subscribe to the service
  • Try accessing Cox Connect later. If the problem still occurs, refer to the Support & Care feature.

 

I received a message about a system error [error code: 1000, 1100, 1500].  This message indicates technical difficulties with the system. Try accessing Cox Connect later. If the problem still occurs, refer to the Support & Care feature.

 

IssuePossible CauseResolution
I can't schedule a program to record

The problem could be caused by the following:

  • You are trying to schedule the recording on a receiver that is not your primary DVR. You can only use the primary DVR to schedule a recording through Cox Connect.
  • The primary DVR may not have enough disk space.
  • The primary DVR may not be plugged in.
  • You may not be subscribed to the desired channel.
  • The program may have occurred in the past.
  • There could have been an issue receiving the recording request.
  • If you have more than one DVR, check all DVRs in the house to determine which is the primary DVR and make sure you are trying to schedule to that DVR.
  • Delete recordings to free up disk space.
  • Make sure the primary DVR is plugged in.
  • If you have not subscribed to the channel, contact Cox Communications.
  • Check the program guide to see if the program is being shown again at a later time. You cannot schedule a recording for a program that occurred in the past.
  • Try sending your recording request again.
I try to set the Remind option, but it does not work. Your device does not have version iOS5.x installed.Upgrade your iPhone or iPod Touch to version iOS5.x.
I get a message that says a network or connectivity failure occurred. Your device does not have an Internet connection.Verify that your device has Wi-Fi or cellular data connectivity and try again. If the problem still occurs, refer to the Support & Care feature.

 

IssuePossible CauseResolution

Cannot access the following: 

  • All Calls
  • Incoming
  • Outgoing
  • Voice Mail

You may not have permissions. For security purposes, only the primary user can view phone records.

 

 

To verify your account permissions:

  1. Go to www.cox.com. 
  2. Click MyConnection.
  3. Sign In.
  4. Click My Account.
  5. Click Manage Users.
Home phone's message waiting light or stutter dial tone stays ON even though voice messages were retrieved or deleted from within the app. Temporary technical glitch.

Access your voice mailbox  by phone:

  1. Dial *298 or your remote access phone number.
  2. Enter your PIN followed by the # key.

Result: The message light and stutter dial tone are reset.

Sign in fails to display the Home Phone icon on the Cox Connect page.

Your Cox Digital Telephone service for your home phone line was disconnected.

Access is denied after 90 days of inactivity. 

  • Contact us to set up Cox Digital Telephone service for your home phone line.
  • Go to www.cox.com, click MyConnection, then click Forgot Password in the Sign In box to reset your login.
" Call Back" feature not available

The feature is not available on the iPad, iPod Touch or Android tablets.

 

Consider switching to an iPhone or Android smartphone. 
" Send Text Message" feature not available The feature is not available on the iPad, iPod Touch or Android tablets.Consider switching to an iPhone or Android smartphone.
" Not a primary account" error message Access requires that you be the primary account holder.Log in with the User ID and Password of the primary account holder. 
" No phone service" error message This service is unavailable because your account is not subscribed to Cox Digital Telephone services.Contact us to set up Cox Digital Telephone service for your home telephone line.  
" No voicemail service" error message The home telephone line is not subscribed to the Cox Voice Mail service.Contact us to set up Voice Mail service for your home telephone line. 
No Internet connection

Your wireless device may be out of range, or the WiFi setting was disabled.

There may be a temporary Internet outage.

  • Verify your smart phone or tablet has its WiFi setting enabled. Tap the Menu icon, then Settings, then Wireless, then make sure the WiFi checkbox is checked.
  • Verify you purchased a data plan from your wireless phone carrier. Both a calling plan and a data or Internet plan are required for a smartphone connection to the Internet.

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