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NETWORK UPGRADES

The network of the future is almost here

Making a mess to improve your service

We're investing $10 billion to extend fiber-optic cables farther into neighborhoods in our service areas. As we work to provide the network of the future, we apologize for the construction in your area and a brief service outage customers will experience when we switch from using the older cable lines to the new ones.

What to expect

Phase 1

Construction

Phase 1 construction graph showing pre-construction and construction spanning 7 - 60 days

Pre-construction ≈ 14 days
About 2 weeks before work starts, customers will be notified about the upcoming construction via email, letter and door hanger.

Construction ≈ 60 days
Lasting roughly 2 months, fiber-optic cables will be extended throughout neighborhoods; crews will work to minimize interruptions and restore yards once finished.

Shovel standing on end in a pile of dirt

Phase 2

Network transition

Phase 2 network switch showing upcoming and planned service interruption graph spanning 14 days and post service interruption spanning 4 hours or less

Service outage preparation ≈ 14 days
Customers will be notified roughly 2 weeks prior via email and letter about when the planned service outage is scheduled to occur.

Planned service outage ≈ 4 hours
Customers will be notified 48 hours ahead of time via door hanger of this scheduled outage, which will last 4 hours or less. If longer, please visit the FAQ section. If you've been notified that your equipment is outdated, be sure to complete the update prior to this time.

Service outage complete
Customers should reset all Internet-connected devices to fully enjoy the network of the future.

A brief service interruption

How will your Internet service be affected?

Yellow triangle with exclamation in the center representing an alert

You will temporarily lose access to your Cox Internet service.

Internet WiFi signal

While your service is interrupted, you can stay connected by downloading the Cox Connect App or by visiting cox.com/wifi to locate hotspots.

Mobile phone with the Cox Connect App login on screen

How will your TV service be affected?

Yellow triangle with exclamation in the center representing an alert

You will temporarily lose access to your Cox TV service.

Tablet with play button in center and finger swiping

Stay connected by downloading the Contour App to watch live TV and On Demand®.

Tablet with Contour TV app displaying Movie search results on screen

Wireless carrier data rates may apply.

How will your Phone service be affected?

Red circle with exclamation in the center representing an alert

During service interruption, you will not be able to dial 911 from your home phone. Please have a mobile phone at the ready in case of emergency.

Yellow triangle with exclamation in the center representing an alert

You will temporarily lose inbound and outbound calling.

Cordless digital telephone in cradle with the Cox logo in display

How will your Homelife service be affected?

Yellow triangle with exclamation in the center representing an alert

Some remote access automation and control features may be limited during this time.

Yellow triangle with exclamation in the center representing an alert

Some features and notifications on the Homelife website and app may be unavailable.

Mobile phone outline in gray representing the ability to professionally monitor your Homelife service via cellular backup capabilities

You will continue to be professionally monitored via cellular backup capabilities.

Homelife house outline with shield in center representing the ability to arm and disarm your Homelife service as normal

You will continue to be able to arm and disarm your system as normal.

Homelife touchscreen control panel with settings displayed on screen

Frequently asked questions

Your services should return to normal after the network switch is complete. If you're experiencing service issues afterward, rebooting your equipment should resolve the issues. Note, that rebooting your equipment will not resolve the temporary outage during the network switch.

When rebooting your modem and router, please follow these steps:

  1. Unplug the power cord from both your modem and router (if applicable)

  2. Wait at least 30 seconds

  3. Plug your modem back in (if you have a router, do not plug this back in, yet)

  4. Wait at least 60 seconds or until the modem is fully powered on

  5. Plug the router back in (if applicable) and wait at least 2 minutes to give the router time to reboot

  6. If you're still not able to connect to the Internet, then restart your computer and/or other wireless devices

 

Please note: You may have both a modem and a router (the device physically connected to the modem) or you may have a combination of the two.

When rebooting your TV receiver, please follow these steps: 

  1. Unplug the power cord from your receiver (if you have more than one receiver, unplug the main/host receiver’s power cord)

  2. Wait at least 20 seconds

  3. Plug your receiver back in 

  4. Wait 2-4 minutes for the receiver to reset

  5. When the clock on your receiver activates, the reset is complete (it may take 3-5 minutes for the TV guide to load) 

 

Please note: Resetting your receiver may take up to 15 minutes.

Service outage includes emergency 911 calls and third-party services that function through Cox's network. Please plan accordingly to ensure you have alternative communication options during this disruption. We will make every attempt to perform the work as scheduled, but circumstances beyond our control may require us to accelerate or delay up to 24 hours from the time specified. If you have Cox Homelife, your home will continue to be professionally monitored via cellular backup capabilities included with your service, if available in your area. You can arm and disarm your system as normal, but some of your remote access automation and control features may be limited during this time.