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Cox Residential Support

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Manage and troubleshoot your services with quick videos and helpful articles.

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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.

While you're doing your part to flatten the curve, we've provided some easy ways manage your services and get support.

Yes, but we’ve adjusted our store hours in some locations. Check out our online store locator for up-to-date hours. Find a store near you

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.

There are a few things that could cause wifi to stop working. Here are some basic steps to troubleshoot your wifi:
 

  1. Restart your gateway device

  2. Confirm that both radio bands on the modem are enabled, 2.4GHz and 5 GHz

  3. Make sure you are entering the correct wifi password

  4. Restart the device that’s trying to connect to the wifi

For more information, see tips on improving your home wifi.

You can visit our Easy Connect page to get up and running quickly.

There are many things that can keep you from getting the fastest speeds possible. If you are experiencing slower speeds, check out these helpful tips or watch this video about bandwidth tips.

Make sure you have your Cox User Id and Password handy and follow these instructions.

In order to troubleshoot your VPN connection, use these instructions.

Note: For problems logging in to your work VPN, contact your IT support for assistance.

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.

Through July 31, 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.

Support videos

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Support FAQs

Internet, TV, and phone outages can be frustrating, so take a deep breath and follow these steps to get back up and running in no time.

 

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Review a table of devices that meet our service and performance requirements and are certified for use with all Cox Internet packages.

 

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