Public Safety Power Shutoffs and Your Cox Services
This information was updated on February 26, 2020
In instances of strong winds and other weather conditions that create an elevated risk for wildfires, San Diego Gas & Electric (“SDG&E”) and Southern California Edison ("SCE") may notify customers that they are implementing their Public Safety Power Shutoff ("PSPS") program in parts of their service territories.
Public Safety Power Shutoffs could affect customers like you and Cox.
In the event of a PSPS, Cox services may be interrupted. Although PSPS events are not caused by Cox, when our services are interrupted, we work diligently to maintain and restore your services in conditions that are safe for our employees, our customers and the communities we serve.
For further information and updates, please go to:
Here is some helpful information regarding Cox services during a PSPS.
What is a Public Safety Power Shutoff (PSPS)?
California power utilities may shut down electricity during fire-risk weather in order to reduce the risk of wildfires. The Public Safety Power Shutoff (PSPS) could lead to multi-day power outages in at-risk areas during periods of extremely hot, dry and/or windy weather.
Where can I find out if my power will be shut off?
You can learn more about planned shutoffs on Southern California Edison’s website or San Diego Gas & Electric's website. For updates on how long the SCE or SDG&E power outage will last or other related questions, we recommend that you call SCE directly (1-800-655-4555) or SDG&E directly (1‐800‐411‐7343)
How long will a shutoff last?
That is determined by the power company and is based on weather conditions. You can go their website for more information and updates.
How is Cox preparing for a potential PSPS?
We work closely with public safety agencies and monitor the situation to ensure the safety of our network and facilities so that we can continue to serve our customers.
How will my Cox services be affected?
Customers need power in order to access their services via their television, phone or computer, so even if Cox’s network is working, if the power company shuts off service, customers may not be able to access their Cox services.
Cox Voice service may be available if you lose power, but only if you have installed a backup battery in the Cox phone equipment at your home. Backup batteries can provide up to 24 hours of standby service and up to 12 hours of talk time.
For cable and landline telephone customers, how do I access my Cox TV and/or Voice Everywhere services when the power is shut off?
Cox TV service can be accessed by using the Cox Contour app on your mobile device or tablet or by using watchtv.cox.com on your laptop if you have cellular or wifi connectivity. When not connected to your home network, you will only have access to "TV GO" content that is a part of your subscription and labeled "To Go Channels" in the app.
If you are a Cox Voice customer, you can receive and make calls and manage your phone service through the Cox Voice app as long as you have cellular or wifi connectivity.
If my power is out, will I still be able to receive a Reverse 911 call on my Cox landline phone?
Most cordless phones require electricity and won’t work in an outage. In addition, power is needed for telephone equipment and Cox’s network to be accessed. In the event of an emergency, if Cox’s network is operating during a power outage, here are some things you can do to help ensure you can receive a Reverse 911 call:
Where can I get a backup battery?
You can purchase a backup battery for your telephone modem by calling 855-324-7700 or visiting a nearby Cox Solutions Store. Eight-hour batteries range from $29.99 to $79.99, and 24-hour batteries cost between $109.99 and $159.99, depending on the specific telephone modem model.
You can preserve the charge of your modem battery by not talking on the phone unless it’s an emergency. A cordless phone should be plugged in to the back of your telephone modem or it will not function without power. NOTE: During an emergency, your nearest Cox store may be closed due to evacuations.
Does Cox as my landline phone provider send me the Reverse 911 message?
No. Local government emergency services such as the Sheriff’s department handles Reverse 911.
Who should I contact if I have issues with my Cox services after power is restored?
If your power is working, but your internet is not, please reset your Cox equipment by unplugging and plugging in your devices. If that doesn’t work, you can contact Cox Customer Care at 1-833-572-1216, chat with a live agent on our website, or tweet to @CoxHelp on Twitter. We also recommend you download the Cox Connect App to get support.
My home telephone service was impacted during the declared state of emergency. What can I do?
Cox customers whose residential telephone service was impacted during a declared state of emergency may be eligible to receive disaster relief protections pursuant to CPUC Decision 19-08-025. For additional information about these protections, click here.