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Service Outage Troubleshooting

Learn how to identify network and in-home outages for your TV, Internet and Phone services.  

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Network Outage

A network outage is an outage that affects your area. Network outages can occur for a number of reasons from power outages to maintenance on Cox equipment.

In-Home Outage

An in-home service outage is an outage specific to your home. This type of outage can occur when your area is not affected but your in-home device(s) are not connecting.

Note: If your account is past due, you may see an interruption in service until your balance is paid in full. Sign in to My Account to make a payment and we will quickly restore your service.

Check for Reported Network Outages

To check if a network outage has been reported in your area, Sign in to My Account and review the status alert at the top of the My Equipment page. Cox Homelife customers, visit the Homelife Help Center for assistance.

No Network Outage

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The Network Status section appears when Cox doesn’t recognize an outage in your area. If your service is still not working, you may need to check for an in-home outage.

Identified Network Outage

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A red status alert means Cox is aware of a network outage in your area and is actively working to restore service.  Do not restart or reboot your Internet or TV equipment during a network outage as it may cause additional problems.  Service status updates, including Estimated Time of Repair, will be posted to the My Equipment page in My Account when available. 

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Check for In-Home Outages

To check for in-home service outages, Sign in to My Account and review the status of your Cox services on the My Equipment page.

Service Connected

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A green Service Connected message means Cox doesn't recognize an issue with your service. Troubleshoot your equipment if you continue to have service issues.

 

Service Interrupted

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A red Service Interrupted message means Cox recognizes an interruption with your device or its connection to our network.

If you are experiencing service issues, try the following:

Issue Resolution
Slow Internet service or Internet not working Reset Modem ›
Missing TV channels or Blank TV screen Reset Cable Box ›
No Phone Dial Tone Troubleshoot Phone ›

Note: If there is a Network Outage, resetting your equipment will not restore your connection. Please wait for the Network Outage to be resolved before further troubleshooting your connection.

Check for In-Home Outages Check for In-Home Outages

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Troubleshoot Your Equipment

After checking for network and in-home outages, you may need additional equipment-related troubleshooting.

Check for Loose Connections

  • Finger-tighten all cables coming from the wall, cable box, splitter, TV and other devices.
  • Verify the cable is not damaged. If the cable is damaged, contact support chat to schedule a service visit.
  • Disconnect the power to the cable box by either unplugging the power cord from the outlet or from the back of the cable box. Then wait 15-30 seconds.
  • Reconnect the power to the cable box by either plugging the power cord back into the wall outlet or into the back of the cable box.
  • Wait about five minutes for the cable box to reset. When the clock on your cable box activates, the reset is complete.

Check your TV Settings for Correct Input

  • Press the ‘INPUT’ button (may be labeled TV/VIDEO, SOURCE, or Antenna) on the TV or the remote control that came with the TV.
  • Select the option for the TV on the menu displayed on the screen. It may be labeled Cable TV, CATV, CAB, Input 1, Video 1, Antenna1, AV1, HDMI, DVI or another name (check your TV user manual).
  • Usually, the label describes the type of connection from the digital receiver to the TV (such as cable, AV, HDMI, DVI or component)
  • Or select each option one at a time, returning to live TV to see if the option restored the picture

Additional TV Troubleshooting

  • Why do I have the message “No Signal” (Source Not Found, Weak Signal)?
    This message may indicate that the TV is not tuned to the proper input or source. Press the ‘TV’ device button on the remote and then press the ‘INPUT’ button to change the input selection.
  • Why do I get the message “Temporarily Off Air” on my TV?
    This may be a signal issue. Check connections from the wall to the cable box to make sure they are secure. The cable wire should be secured in the “Cable In” or “RF In” on the back of the cable box. If they are secure and the problem persists, please visit chat with us for additional assistance.
  • The Interactive Program Guide (IPG) has no data or descriptions. How can I restore the data?
    First, make sure the cable wire is secured tightly to the back of the receiver. Then unplug the power from the cable box. Wait approximately 15 to 30 seconds before plugging the power back into the cable box to begin the IPG downloading process. This will take about five minutes to complete.

NOTE: While the guide is downloading information, you can operate the remote control but the interactive programming guide information may be unavailable for those five minutes.

If You Connect Over WiFi

  1. Navigate to the network settings on your computer and make sure you’re connected to the right network.
  2. If you are attached to the proper network and are still having connection issues:
    1. Connect your computer to the modem with an Ethernet cord in one of the numbered slots (1-4).
    2. Power off the modem and the router for 30 seconds and restart.
    3. Restart your computer.
    4. Once all devices are back up, the Internet should be connected.

If You Connect Directly to a Router

  1. Connect your computer to the modem with an Ethernet cord in one of the numbered slots (1-4).
  2. Power off the modem and the router for 30 seconds and restart.
  3. Restart your computer.
  4. Once all devices are back up, the Internet should be connected.

If Your Device is Hardwired to the Modem

  1. Remove the modem power cord to reset the modem. Plug in the modem after 30 seconds to turn it back on.
  2. Verify your connection.

If your Phone connects directly to your modem and your Internet is also down, click the Internet tab to troubleshoot your connection.

If your Phone connects directly to the telephone jack in the wall, follow the steps below:

Reset your Modem

Sometimes resetting the Internet and telephone modem will re-establish communication once it has been lost.

  1. Locate the small ‘Reset’ button on the back of the Internet and telephone modem. It is a small hole that a pen tip or paperclip should fit into.
  2. Press the ‘Reset’ button once and release immediately. All the lights on the front should go off and slowly begin to load back up.
  3. When the ‘TEL 1’ and ‘TEL 2’ lights stop blinking, the Internet and telephone modem is fully reset.

Additional Phone Troubleshooting

Don't have a dial tone?

  • Check the cord connecting your phone to the phone jack to make sure it’s plugged in.
  • Check your phone jacks to make sure they’re securely connected.

Still no dial tone?

  • Look at the lights on your phone modem, then follow the corresponding steps:

Lights are off:

  • This usually means there is no backup battery, the battery is exhausted or the unit has not been plugged in.
  • Plug in the power cord to a working outlet.
  • If the phone modem still doesn’t work, you may need to replace the backup battery. Go to Cox.com/battery.

Lights are blinking:

  • If all the lights are blinking on the Internet and telephone modem, it may be picking up some interference from your house phone wiring.
  • Try plugging one of your phones directly into the back of the Internet and telephone modem where it is labeled ‘Line 1’ or ‘TEL 1 ⁄ 2.’ If it’s still an issue, give us a call.

Lights are flashing:

  • If the TEL light(s) on the front of the Internet and telephone modem are flashing, this means the modem sees the phone as ‘In Use.’
  • Check to make sure all the phones are hung up.

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Contact Us

Have you checked for outages, reset your devices, and are still experiencing a service interruption? Chat with Us