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.
Cox is carefully monitoring coronavirus guidelines from health, safety, and local government officials in your area. For your safety and the safety of our technicians, we may or may not be able to enter your home or business. If we’re not able to come inside, we’ll do everything we can from outside using mobile devices and other virtual tools. You may be asked to perform some tasks, but our technicians will assist you and ensure your services are up and running.
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.