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Staying connected

When nature interrupts life, we're ready to do our part.

Cox is here to help you stay connected with loved ones.

Ida and your Cox services

Updated: September 24, 2021

We continue to work on restoring customers as fast as we can; we truly understand that customers still without service are frustrated and we’re working non-stop to restore services across the entire metro area.  
 
Restoration Times
It’s extremely difficult to estimate restoral times after a natural disaster, but restoring your internet and other Cox services is a top priority and we’re on it.

 

Service restoration updates by neighborhood:

  • All major repairs are complete in Harahan, River Ridge, Kenner, Avondale, Terrytown, Metairie, Algiers and St. Bernard Parish.
  • We’ve identified additional fiber damage in Waggaman that will take our repair time out to Wednesday, September 29th.
  • Unfortunately, we continue to find more extensive damage than expected in St. Charles parish, our crews are working around the clock and we expect to work through next week in many areas of the parish before all major repairs are complete.  As we repair neighborhoods, we will provide updates.
  • Due to the significant damage in Lafitte, we’re still assessing the situation.

Once major repairs are complete, we’ll send a text alert and email. If you’re still out, we may need to come to your home for an individual issue. The best way to know immediately when our major repairs are complete is to sign up for text alerts. Simply submit your mobile number in the My Account alert or the Cox app.

Outages and your bill
Credits will be provided to all customers who experienced outages due to Hurricane Ida. After services have been restored to the area, credits will be issued for customers who experienced extended outages (7 days or more); credits for outages less than 7 days are available upon request. Those customers eligible for a proactive credit will receive an email and a notification on MyAccount by Friday September 10th.
 
Any late fee charges assessed during this time will be reversed and customers will not be charged for damaged equipment.

 

Power on, but no internet
We’re seeing some services come back online when power is restored, however, when there is damage to our network that isn’t tied to a power issue, we still have to wait until the power company has completed their work in that area , such as repairing utility poles, before we can begin ours. If you have power in your home, the node (power source) that provides Cox services to your home may have been damaged and/or lost power. Power or the cable lines could also be out between the node and  homes. This could be equipment on the poles or on the ground near the poles. Our technicians are walking neighborhoods, checking line by line to ensure all is restored properly, after Entergy has completed their work.


No trucks in my area
We have hundreds of additional technicians from around the country who have come to Louisiana to assist our local technicians, and some of those technicians are not Cox employees and will not be in a Cox vehicle. Additionally, our crews will be working in locations where our equipment is located that service hundreds or even thousands of homes. Even if you do not see them on your street or in your neighborhood, rest assured that our teams are working on major repairs across all parishes around the clock.

 

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-home power is restored. Learn more about our restoration process here.  
 

Please take caution to place debris away from Cox 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.
 

Stay Safe
Please stay away from all downed power lines. If you come across one that’s ours, please report it to www.cox.com/chat and we’ll repair it as quickly as possible.
 

Cox Solution Stores
Our stores will be operating if it’s possible. Before heading our way, please check  to see if we’re open. 

Cox services available during a power outage

Mobile phone with apps on screen icon in blue green gradient

Watch TV

If mobile service is accessible, Cox TV customers can download the Contour app to stay up to date with the latest news, weather, and information. While offline, Cox TV customers have access to over 150 channels. Once downloaded, customers should select “Live TV” from the side menu then select “TV Go Channels.” Visit watchtv.cox.com for more information.

Cox Voice phone handset icon in blue green gradient

No missed calls

If you have Cox Voice service, sign in to My Account to use Voice Tools and set Simultaneous Ring. This allows you to receive home phone calls on your cell phone and check voicemail.

House icon with shield in center icon in blue green gradient

Stay protected

Your Homelife Security system will work with limited function

Stay updated

During a natural disaster, it can be difficult to determine how long it’ll take to restore services. This is because of various factors including power restoration, storm debris in the way and current weather conditions. We’ll provide updates as they’re available on cox.com and through email. If you sign up for text messages, you’ll also receive an update when we’ve cleared any outages in your area. 

 

Signing up for text alerts and using the Cox app is the easiest way to receive updates on when your services are restored.

Don't have the app? Download and sign in with your Cox User ID and password from the home page and you’ll see options to reset equipment. Learn more with this helpful video.

Get the app

Download Cox App on the App Store icon in color Download Cox App From Google Play Store

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 you have power in your home, the node (power source) that provides Cox services to your home may have been damaged and/or lost power. Power or the cable lines could also be out between the node and  homes. Our technicians are walking neighborhoods, checking line by line to ensure all is restored properly.
 
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.

If there are no known outages, we can help if you contact us through the app, online at cox.com/chat, or by calling us at 877-556-7815.

Have you been displaced or sustained extensive damage?

Transfer your services
If you've had to leave your home, we can help you transfer your existing service to another address.

Storm Assistance Plan
If you need to leave your home, but do not need to move your services to another address, the Storm Assistance Plan is available to temporarily suspend your services. The Storm Assistance Plan allows you to keep your existing Cox Email and phone number for no charge for up to 6 months. Text us at 54512, chat with us, or call (888) 269-9693 to activate the offer.

Severe weather and your Cox services

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.  

 

Cox Solution Stores

Our Cox Solution Stores will close as determined necessary and these decisions will usually be made day of so please check before you head our way.

 

In case of a power outage

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

 

Cox services available during a power outage

To help keep you up to date, you can get the latest news, weather and entertainment by downloading the Contour app on a mobile device. To watch in the Contour app, choose Live TV from the side menu and select TV Go Channels to see over 130 channels that are available to watch both in your home and away. Visit watchtv.cox.com for more information on your viewing options.

 

If you have Cox Voice service, sign in to My Account to use Voice Tools and set Simultaneous Ring to receive your home phone calls on your cell phone or to check your voicemail.

 

Your Cox Homelife Security system will work with limited function; find out more about the available functions here. In the case of power loss, Homelife Security can contact help, if needed, for up to 24 hours over battery backup.

 

When power returns

If your services don’t return with the power, first reboot your equipment. The easiest way to reboot your equipment is with the Cox app. Once you’ve downloaded and signed into the Cox app with your Cox User ID and password, from the home page you’ll see options to reset equipment.

 

If you’re having any issues with your services, you can also check the Cox app for any updates on outages in your neighborhood.

 

If there are no known outages, please contact us either through the app, via www.cox.com/chat or call us at  (877) 556-7815

 

FAQs

  • If your power is working, but your internet is not, please reset your Cox equipment by unplugging and plugging in your devices. If you have power in your home, the node (power source) that provides Cox services to your home may have been damaged and/or lost power. Power or the cable lines could also be out between the node and  homes. Our technicians are walking neighborhoods, checking line by line to ensure all is restored properly.

  • 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.

All billing and bill payment reminders will continue as we work to restore services, however, credits will be provided to all customers who experienced outages due to Hurricane Ida. After services have been restored to the area, credits will be issued for customers who experienced extended outages (7 days or more); credits for outages less than 7 days are available upon request. Those customers eligible for a proactive credit will receive an email and a notification on MyAccount by Friday September 10th.  

If your line is down, contact us here:

From there, we'll schedule a day a tech can come out—you won't need to be home. If we have to reschedule, we'll prioritize your house for the next day. Please note, if we just can't make the next day, we'll do our best to get to you as quickly as possible.

As we’re working on major repairs in your neighborhood, our outage system will show you in an outage, even if your home is back online. Once the major repairs are complete for the entire area serviced by your node, typically about 100 homes, and we’re able to focus on individual issues, we’ll remove the outage alert. Once the outage alert is removed, you’ll receive a text alert and if you’re still out, we’ll want to hear from you. You’ll then also have the ability to utilize our self-serve tools, such as the Cox app to reset your equipment.

Although you or your neighbors may have never lost power, 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.

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.   Visit any local, open UPS store and they will ship it to us for free
2.   Visit one of our Cox Solution Stores Monday thru Friday and drop off the equipment and pick up your new equipment, please check to ensure the store is open before you come. 
 

If you've had to leave your home, we can help you transfer your existing service to another address at no cost.  Link To transfer page

If you need to leave your home, but do not need to move your services to another address, the Storm Assistance Plan is available to temporarily suspend your services. The Storm Assistance Plan allows you to keep your existing Cox email and phone number for no charge for up to 6 months. Text us at 54512, chat with us, or call  (888) 269-9693  to activate the offer.
 

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.

We want to keep you connected. As part of our effort to keep our customers up to date on the latest news, weather, and entertainment, we encourage you to go to watchtv.cox.com to see your options for viewing via the Contour app on your mobile device. There are over 150 channels you can watch depending on your video subscription. Once downloaded, customers should select “Live TV” from the side menu then select “TV Go Channels.” 

Yes, all email accounts are still active. If you have access to the internet, you can read and send email via cox.com/myaccount

If your services are working but you are experiencing technical difficulties, please visit our online support or call our Center for Excellence for Technical Support, (877) 556-7815, for support. You can get instant answers 24/7 at Care Chat also through the online support site.

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.

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.  Please check to ensure the store is open before you come.  

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:

 

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

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.