When nature interrupts life, we're ready to do our part.
Cox is here to help you stay connected with loved ones.
Assistance for those impacted
We can help while you focus on recovery
Thank you for your patience. In times like this we understand it is important to stay connected and we want our services to be there to help you do that.
Restoration crews have identified over 46 miles of damage to the network and over 1,600 downed drops they are continuing to repair. In more severely damaged areas, such as Perdido Key, our network crews and our partners continue to make progress getting those areas up and running. Crews are also continuing to repair down lines at customer’s homes this week.
Our crews continue to work extremely hard to reconnect the Gulf Coast. We estimate that all our major network repairs will be complete no later than midnight on Friday, October 2. While the network repairs will be complete by that day, individual damage to your home could take longer to fix. We will not rest until all customers are connected.
If you have a service call scheduled already, our team will be reaching out with earlier service appointments, when possible.
A few advisories to our customers:
If you have received notice that major repairs have been completed for your neighborhood and you are still experiencing issues, please reset your device by unplugging and plugging it back in. If resetting your equipment doesn’t get you back online, please chat with us at cox.com/coxapp or coxbusiness.com/cbapp for Cox Business.
Intermittent service outages may occur as providers are working to replace lines, remove trees and restore equipment to power from generators.
Please also take caution to place debris away from Cox equipment boxes. Keeping those boxes clear allows our crews to better facilitate repairing and replacing cable lines.
Storm assistance offer
Our Storm Assistance Offer is available to Gulf Coast residents impacted by the hurricane who would like to temporarily suspend their services. The Storm Assistance Offer allows you to keep your existing Cox Email and phone number for no charge for up to 6 months. You will be able to check your cox.net email from anywhere. You can call (888) 269-9693 to activate the offer.
Transfer your services
How will I know when major repairs have been completed in my neighborhood?
What should I do if I receive notification that my services are up, but they aren’t?
If major repairs have been completed for your neighborhood and you are still experiencing issues, please reset your device by unplugging and plugging it back in. If resetting your equipment doesn’t get you back online, please chat with us at cox.com/coxapp or coxbusiness.com/cbapp for Cox Business.
Why is it taking so long to schedule my repair appt?
We are so sorry for the delays we are experiencing; we are working as fast as we can and with crews from across the region arriving to support us with additional routes and overtime. After your repair appointment is scheduled, we will contact you with earlier times when possible.
What is Cox doing to restore services?
Like you, our employees live and work in the communities we serve, and we know how important it is to get reconnected as quickly as possible. We have completed assessments and continue to work on impacted areas. Our local teams have been joined by other crews from across the Southeast to ensure we complete restoration as quickly as possible.
Some of my neighbors have their Cox services back up, but I do not. Can you explain this?
Although you or your neighbors may have never lost power to your home, the node (power source) that provides Cox services to your neighborhood may have been damaged and/or lost power. Power or the cable lines could also be out between the "node" and your home. Our technicians are diligently checking line by line to ensure all is restored properly. If your neighbors have service and you do not, you can reboot your device by unplugging the equipment, wait 10 seconds, and plug it back in. You can also reboot equipment with the Cox app.
What should I do if I received a text messages that my services are up, but they aren’t?
An all clear message means major repairs to your neighborhood have been completed. If your services are not working, you may still need to take some action in your home. Try resetting your devices by unplugging and plugging it in. For more help, chat us or get the app at cox.com/coxapp or coxbusiness.com/cbapp
I received a text that my service will be restored during a certain timeframe. Is that accurate?
Due to the impact of Hurricane Sally, we are experiencing delays in our typical time to restore services and that is causing errors in our outage restoration messaging. We have removed the estimated restoral times and will send a text when major repairs have been completed in your area.
Can my Cox services be put on hold if my home is uninhabitable?
If you were impacted by Hurricane Sally and are temporarily displaced out of your home, Cox is offering a Storm Assistance Offer. This special offer will allow you to temporarily suspend your services for free for up to 6 months. With this package, you will be able to retain the following features:
Will I be charged for the equipment that I was renting from Cox that was lost or damaged in the storm?
Customers will not be charged for lost or damaged Cox owned equipment.
If I can’t find my Cox equipment because my home was damaged in the hurricane, what should I do?
Customers who have lost equipment can contact us on cox.com/chat, call us (877) 556-7815 or visit one of our Cox Solution Stores to report your equipment loss. Our agents will then complete a lost equipment form and process an order to send you new equipment.
If my Cox owned equipment was damaged, what should I do with it?
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:
I’ve had an outage at my business since the hurricane. What should I do about my account?
Cox Business continues to work around the clock to restore services to commercial customers. Cox Business will support its customers based on the status of their individual business operations. If a business facility is currently uninhabitable or was without services for an extended period of time, please call (855) 452-9062 to discuss account options. Or visit www.myaccount.coxbusiness.com to report and track a persistent service issue.
My services or power is out. What should I do?
Our advanced monitoring of our network allows us to be aware of video, internet, home automation and telephone outages. There is no need for you to call to report an outage. Please know that Cox employees are working in conjunction with the city, county and electrical utilities to restore your services.
If my services or power is out, what do I have access to?
Video: We have up to 130 channels you can watch depending on your video subscription. You can to go to watchtv.cox.com to see your options for viewing via the Contour App on your mobile device.
Can my Cox services be powered by a generator?
It is possible to power your Cox 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:
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 I need to transfer my Cox services to another location?
What if I have what seems to be a routine technical support question?
What if I had an installation service call scheduled for this week?
Our number one priority, once it is safe to return to the storm impacted areas, 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.