Our wait times are longer than usual due to high volumes but we're here to help. For help without a wait, check out our most common questions with quick online solutions.
CORONAVIRUS (COVID-19) UPDATES
Stay home. Stay safe. Stay connected.
During these uncertain times, it's more important than ever to stay connected to everything that matters. We’d like to share some of the things we're doing to keep both you and our employees safe during the Coronavirus crisis while continuing to provide you with a high level of service. Rest assured that we're staying in close contact with government and health officals as this situation evolves.
Our response to the Coronavirus
We're taking multiple steps to help you
In order to do our part during this time, we’re making some changes to our essential services to provide relief to customers who have been impacted by the Coronavirus, while also working to keep our employees and the community safe.
Helping people who need connectivity the most
Home Visits and Store Information
DIY support options
It’s more important than ever to stay connected to family, friends, work and school. Here are some virtual resources to help you keep your services running smoothly.
Use these online tools to fix connection problems, reset your modem, change internet settings and more.
Your guide to better wifi
See how to fix common wifi problems with these helpful guides.
Work from home tips and tricks
Get the most from your wifi network so you can seamlessly video conference, download reports, send emails and more.
Cox Outdoor Hotspots Map
Find your nearest free wifi hotspot
Just type in your location to get started.
Coronavirus response: frequently asked questions
Frequently asked questions
Thanks for hanging in there with us during these unusual times. Our wait times are longer than usual due to the coronavirus crisis, but we’re here to help. For help without a wait, here are a few of our most common questions with quick online solutions.
How can I get help while staying at home?
While you're doing your part to flatten the curve, we've provided some easy ways manage your services and get support.
What if I need a Cox technician to help me?
For now, our Cox technicians won't be directly entering homes, but they'll use mobile devices or other virtual assistance tools to assist you and ensure your services are working correctly.
What if my wifi is not working?
There are a few things that could cause wifi to stop working. Here are some basic steps to troubleshoot your wifi:
For more information, see tips on improving your home wifi.
How do I set up new Cox equipment?
What if my internet is slow?
How can I connect to the nearest Cox Hotspot?
How do I set up my VPN?
How is Cox ensuring good Internet service performance during the Coronavirus emergency when more of our customers are working and studying from home?
We continually invest in our network and upgrade the backbone and at the node level based on anticipated traffic levels, something we plan 12-18 months in advance. We have 28,000 neighborhood nodes nationwide and, consistent with the NCTA report, 98-99 percent of those are performing well with adequate capacity even with the tremendous level of increased peak usage. We are actively working to improve the 1-2 percent of areas where customers may be seeing some performance impact as quickly as possible, through a number of techniques such as increasing network capacity remotely and upgrading facilities via construction. In some rare cases, we are temporarily moving customers to a new tier of service with either the same or greater download speeds than they receive presently. The upload speed is 10 Mbps which is plenty of speed for the great majority of customers to continue their regular activity and have a positive experience.
Will my service be disconnected if I can’t pay my bill on time?
Through June 30, 2020, Cox will not terminate service and will waive late payment fees for customers with an inability to pay as a result of the coronavirus pandemic (up to 60 days). To qualify, you must let us know that you are experiencing hardship by chatting with our live agents.
Discover new inspiration
While we’re staying at home, we need to find ways to come together. Learn more about navigating your new normal by visiting Converge.
We Need Each Other, #nowmorethanever
It's not about us. It's about all of us.
Quick tips to improve your home internet
Check out these simple ways to enhance your home internet experience.
We’re committed to keeping you updated with everything we're doing during these challenging times. Please check back regularly for updates.
May 19 – Cox Communications expands Homelife Care nationwide to support seniors during Coronavirus pandemic
The Coronavirus pandemic places our senior community in even greater danger of isolation and health risk. In an effort to provide extra peace of mind and support for seniors and their caregivers during this Coronavirus pandemic, Cox is making Homelife Care available nationwide following a successful two-year trial in Oklahoma City…Continue Reading
April 27 – Cox reaffirms commitment to FCC's Keep America Connected initiative, extends additional support offerings for customers in need
Cox announced today its continued support for the FCC’s Keep America Connected initiative, along with extensions to existing offerings to provide support for customers and communities in greatest need as part of the company’s ongoing coronavirus response efforts…Continue Reading
April 17 – Cox Communications extends Coronavirus response offer for Connect2Compete with free service for students until July 15 nationwide
Recognizing that students will remain home to finish out the school year, Cox has extended free Connect2Compete service, the company's low-cost internet offer for families with a K-12 student at home until July 15. Remote service support is also extended to ensure ease of implementation while students continue to learn at home during the Coronavirus pandemic…Continue Reading
April 9 – Cox Communications keeps communities connected to healthcare information during Coronavirus Crisis
As part of its ongoing coronavirus relief efforts, Cox Communications has launched a program to help the communities it serves make sense of the significant amount of information available around the coronavirus pandemic and get streamlined access to emerging technologies, like telemedicine and health care apps, which support quick access to care…Continue Reading
April 8 – Cox Media keeps communities connected to local restaurants with free ads during Coronavirus Crisis
As part of its ongoing coronavirus relief efforts, Cox Media, the advertising division of Cox Communications, is offering local restaurants free television advertising to assure patrons that they remain open for takeout and delivery services and share new hours of operation…Continue Reading
April 8 – Cox Communications uses virtual assistance to support customers at social distance during Coronavirus Crisistech-Help-Lightning
Cox Communications has launched "On-site with Virtual Assist," a tool to enhance customer service while better protecting customers and Cox employees during the COVID-19 pandemic…Continue Reading
April 1 – Our network and your home internet experience: Helpful tips
We've seen an increase in internet traffic as people have shifted their work and school activities home in response to Coronavirus. You may be experiencing impacts in your neighborhood at certain times of day, and that can be frustrating. Our engineers are working to provide the best possible experience. In the meantime, here are a few things you can do.
March 31 - How Cable's Internet Networks Are Performing
Despite unprecedented traffic increases, cable broadband networks are performing well overall and meeting the needs of remote workers and students learning from home. Visit NCTA to see how America's cable broadband networks are performing nationwide and by state.
March 26 – Cox's response to Coronavirus
With all of the uncertainty we‘re facing, one thing is crystal clear: Internet connectivity is more important than ever as millions of people across the country connect to work, school and their families from home. Cox has taken a number of actions to ensure that our employees, customers and partners, and the broader communities in which they live, have robust, reliable network connectivity and assurance that they can use their service as needed…Continue Reading
March 16 – Cox expands Coronavirus relief offerings for residential customers
Following a series of announcements last week, Cox announced today additional relief offerings to support residential customers during the coronavirus pandemic. New plans include offering a low-income internet tier with no annual contract and relaxing data usage overage charges for all tiers…Continue Reading
March 16 – During this time of uncertainty and required in-home learning, Cox is helping get families in need connected to the internet through our Connect2Compete program
We are responding to the Coronavirus crisis by increasing access and speeds of our low-income internet service Connect2Compete. New Connect2Compete customers will receive their first two months of service free, which is normally available to qualified low-income households for $9.95/month. This goes into effect Monday, March 16. We’re also increasing the service’s speed from 25/3 Mbps to 50/3 Mbps for 60 days. The speed increase will go into effect Tuesday, March 17…Learn More
March 13 – Cox announces plans to support residential customers in need during Coronavirus Pandemic
Cox announced today additional plans to support residential customers during the coronavirus pandemic. Cox is upgrading internet speeds for select residential packages and implementing a variety of other changes to provide support and relief for our customers and communities in greatest need…Continue Reading
March 13 – Cox pledges to support FCC’s Keep America Connected initiative
Cox announced today its support for the FCC’s Keep America Connected initiative as part of the company’s ongoing coronavirus response efforts. As part of its commitment, Cox pledges…Continue Reading
March 13 – Cox statement on help for customers impacted by Coronavirus
With the ongoing Coronavirus crisis, we don’t want our customers who are impacted to worry about losing their Cox services. If you’re impacted and are unable to make a payment by your due date, log in to My Account on Cox.com or reach out to our customer service representatives through text, phone or chat for options.
Ask about Promise to Pay and Promise to Pay with Extension options which will limit late payment reminders or give you more time to pay without worrying about interruption to your Cox services.
To review your options, sign in to My Account and review the My Bill card. If you see the message, "Can’t pay today? Request help here," click through to visit the Payment Arrangement Options page. There, you’ll see options to schedule a future payment beyond your current due date or request additional time to make a payment later. Follow the remaining two steps for either option to complete your payment arrangement online.
If you do not see the 'Can’t pay today?' options in My Account, please call 1-844-221-3930 to speak with a special team representative Monday through Friday. To text a representative, type 54512 on your mobile phone or visit www.cox.com/chat for support any time. Additionally, representatives are also available in our Cox retail stores. To find a retail location, visit www.cox.com/retail.
March 9 – Cox statement on Coronavirus
Cox is taking multiple steps to maintain services provided to customers and the general public while ensuring the safety of our employees and customers. We are in close contact with government and health officials as this situation evolves. Here’s a summary of key measures the company has taken...Continue Reading
Video Tutorial: Cox Bandwidth Tips
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