CORONAVIRUS (COVID-19) UPDATES FROM COX
How we are responding to the Coronavirus
At Cox, health and safety is our top priority. We are responding to the Coronavirus by taking multiple steps to maintain services provided to customers and the community while ensuring the safety of our employees and customers. We are in close contact with government and health officials as this situation evolves.
See below for helpful customer support information and company news of how we are addressing key concerns related to the Coronavirus.
We're here for you
Visit our support pages for self-service assistance, where there are quick videos and helpful articles to help you manage and troubleshoot your services.
Download the Cox app for an easy way to pay bills, check data usage, get 24/7 support and more.
Get the latest news and updates on our response to the health crisis.
Start here with our 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 do I get help?
Are stores staying open?
Where do I pay my bill if the store is closed?
We have a few ways for you to make a payment online using our pay bill tool as well as the Cox app.
In response to Coronavirus, the hours of operation for Cox Solutions Stores are Monday - Friday 10 a.m. to 4 p.m. If you need to make a cash payment outside of the store hours, then the following Cox authorized payment locations are available.
Note: At most of these locations, the merchant may charge a fee to accept a payment which could cost between $1.50 and $3.49.
What if I need a technician to come to my house?
Effective immediately, Cox technicians will no longer be entering customer homes. While we can’t come into your home, we can still support you virtually through a variety of tools and resources including remote assistance, live video chat, and more to ensure your services are working correctly.
What if my wifi is not working?
There are many factors that could cause wifi to stop working. Below are the most basic steps when troubleshooting wifi:
For more information, use these instructions for your gateway device
How do I set up my new Cox equipment?
What if I am getting slow speeds?
How do I connect to Cox Hotspots?
Internet connection support
Optimize your internet connection and be prepared for work with these helpful tips:
Tips for working from home
Information, guidelines, and tips to assist you with increasing your Cox home network's performance while working from home.
Improving your home wifi
Check out our comprehensive wifi improvement guide as we tackle some of the most common wifi problems users face today.
With all of the uncertainty we‘re facing with the coronavirus crisis, staying connected is more important than ever. Here’s the latest on the many ways we are working to ensure robust, reliable service for our consumer and business customers, employees and partners.
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
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
A place to inform and inspire through stories about life's most important connections while we try to navigate the new normal. For additional resources on navigating your new normal, visit Converge.
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