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Service Outage Troubleshooting

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.

1. Check for a Network Outage

A network outage is an outage that affects your area, not just your house. To check for one, go to My Equipment in My Account and review the Network Status message. You can also check the home page in the Cox Connect app.

Check for Outages

See a Red Network Status Alert?

Do not reset or reboot your equipment as it may cause additional problems. Cox is aware of a network outage and is working hard to restore your service, so there's no need to contact us or troubleshoot further.

You can sign up to receive a text message notification once the outage is resolved. Simply submit your mobile number in My Equipment or the Cox Connect mobile app.

Check out a few tips below for ways to stay connected during an outage.

Get Tips

Phone Showing a Red Network Outage Message and the Option to Receive a Text Message Once it's Resolved

No Network Outage?

Try a few quick fixes. Check to be sure:

  Your monthly bill payments are up to date—late payments could cause a service interruption

  All cables and cords connected between your equipment, devices, and walls are secure

  Your outlets are working and a fuse hasn't blown

  Your TV is on the right input

  Any cordless phone batteries are charged

2. Check for an Equipment Outage

If there isn't a network outage, check for individual equipment outages in My Account on the My Equipment page or in the Cox Connect mobile app on the home page.

Check for Equipment Outages

Service Interrupted

A red Service Interrupted message means Cox recognizes a connection issue with your equipment. Click Troubleshoot to follow steps to reset your equipment.

 

Service Connected

A green Service Connected message means Cox doesn't recognize an issue with your equipment. Resetting your equipment may help:

Reset Your Modem ›

Reset Your TV Receiver ›

3. Troubleshoot Further

If you're still experiencing issues, you may need additional equipment-related troubleshooting:

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Tips to Stay Connected During an Outage

Connect to WiFi Hotspots

Enjoy free access to 500,000 WiFi hotspots nationwide with Cox Internet Preferred or higher. Simply find your nearest hotspot on cox.com or the Cox Connect app and sign in with your My Account login.

 

Stream TV on the Contour App

Watch TV live and On Demand with the Contour app—free with a Cox TV subcription. Download the app to your mobile device or go to watchtv.cox.com on your computer and sign in with your My Account login.

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Need More Help? Let's chat!

Chat live with a Cox agent to get the fastest answers to all your top questions.

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