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Staying connected

Keeping you connected is our top priority

Hurricane Ida and your Cox Business services

Updated: 9/22/2021

We truly understand that customers still without service are frustrated and we’re working non-stop to restore services across the entire metro area.

Service Restoration Times

It’s extremely difficult to estimate restoral times after a natural disaster.  Nevertheless, restoring your Cox Business service is our top priority, and we’re on it.

 

In Baton Rouge, we have completed all major network repairs and we’re currently working on individual customer issues at their business locations.

 

As of today, we have restored services to nearly 90% of our customers in the Greater New Orleans area. Our current status of restoration are as follows:

 

  • All major repairs are now complete in Kenner, Terrytown, Metairie, Algiers and St. Bernard Parish.
  • In New Orleans, we’re continuing to work remaining areas that have sustained significant pole and/or fiber damage.
  • The power company has reset and repaired most of their utility poles in hard hit areas of St. Charles Parish near Luling and Destrehan, and we’ve made significant progress in repairing and reattaching our infrastructure to those poles. We’ll complete major splicing, replacing and resetting of our fiber infrastructure and network equipment by end of day on Wednesday, September 22. At that time, we’ll be able to provide timelines of restoration in those hard hit areas.
  • We’re currently looking to have major repairs completed in Harahan and River Ridge by Thursday, September 23.
  • In Avondale, Bridge City and other areas on the Westbank of Jefferson Parish, we’re targeting to have all major repairs completed by end of day Sunday, September 26.
  • In Waggaman, we’re targeting to have all major repairs completed by end of day Wednesday, September 29.
  • Due to the significant damage in Lafitte, we’re still assessing the situation.

Outages and your bill

Cox Business customers eligible for a proactive credit will receive an email and notification on MyAccount. Any late fee charges assessed during this time will be reversed and customers will not be charged for damaged equipment.

Restoring Services

Restoration can sometimes take longer than we’d like, as it involves walking and surveying large areas to check on hundreds of lines and pieces of equipment that could be below, on or above the ground on the power lines.
 
Our service is connected to power lines, so we partner with the power company to keep informed on their progress to safely restore power to our areas before we begin our work. Our services are often restored shortly after power. However, please keep in mind that power disruptions may continue to impact our equipment even after in-business power is restored.

Please take caution to place debris away from Cox Business equipment boxes and pedestals. Keeping the area clear allows our crews to better repair and replace cable lines, while also ensuring additional damage isn’t caused when the debris is removed.

If you sign up for text messages, you’ll also receive an update when we’ve cleared any outages in your area.  To sign up, text “outage alert” to 36009 or call (866) 272-5777 and select Technical Support.

No missed calls

Cox Voice phone handset icon in blue green gradient

If you have Cox Business Voice service, sign in to MyAccount and select the "Call Forwarding" icon under "Voice Tools." Under Call Forwarding Rules, select "Not Reachable" and enter the number where you’d like us to forward calls.

When power returns

If your power is working, but your services aren't, simply reset your equipment by unplugging it and plugging it back in.  If your power is working and your service is not restored, you may still be impacted by the outage in your area as we follow the power company repairs.  If you need help, contact us via chat or by calling us at (866) 272-5777.

Intermittent service outages

We’re currently using many generators to power our services as power is being restored. Intermittent service outages may occur as providers are working to replace lines, remove trees and restore equipment to power from generators. Due to the possibility of intermittent power outages and surges, it’s recommended to unplug your electronics or have them connected to a surge protector.

If you received a message that service is restored but it’s still not working, we may need to send a technician to fix it. Just chat with us. We’re working all issues as quickly as we can, so thanks for your patience to hang in there with us.

HAVE YOU BEEN DISPLACED OR SUSTAINED EXTENSIVE DAMAGE?

Transfer your services

We can help you transfer your existing service to another address.

Severe weather and your Cox Business service

Network update

Our network has not received any major damages due to the storm in your area. Our teams continue to monitor and will quickly address any issues that may arise.

In case of a power outage

Even if our network is working, if the power is off, you’ll have limited access to your Cox Business services.


If you have Cox Business Voice service, sign in to MyAccount and select the "Call Forwarding" icon under "Voice Tools." Under Call Forwarding Rules, select "Not Reachable" and enter the number where you’d like us to forward calls.

When power returns

If your power is working, but your services aren't, simply reset your equipment by unplugging it and plugging it back in.  If your power is working and your service is not restored, you may still be impacted by the outage in your area as we follow the power company repairs.  If you need help, contact us via chat or by calling us at (866) 272-5777.

FAQs

It is possible to power your Cox Business services with a generator, if there has not been network damage in your area. Despite power outages, our technical staff has tested the use of a generator to reconnect to services:

 

  1. First, simply plug the power cord to your computer, television, digital converter, and modem into the generator.
  2. Connect your computer’s cable to your modem. If you have Cox Business Voice, you would do the same with the phone cable.
  3. If the cable lines to your business and neighborhood are intact, your services should be active.

We would like to get any damaged equipment back so we can ensure it’s handled in an environmentally safe way. You have three options to replace your damaged equipment:

  1. Contact us to order your new equipment and schedule a UPS shipping box to be sent to you free of charge with a return label. We’ll also schedule UPS to pick up your damaged equipment for free.
  2. Visit any local, open UPS store and they will ship it to us for free