Hurricane Ian departs Central Florida
Updated: September 29, 2022
Hurricane Ian has caused minor disruptions in service. If you have power but your service is disrupted, please contact Cox to report the outage. Retail locations in our Gainesville and Ocala, FL markets will reopen at 12:00 p.m. Thursday, September 29.
Our crews are currently assessing the damage from the recent tornadic
activity in Fayetteville and Springdale. This involves walking and
surveying our lines and equipment that could be below, on or above the
ground near the power lines. Because our service is connected to these
power lines, completion will follow the power company’s work. Safety is
our top priority, and we thank you for your patience as we work to
assess and then restore services.
Cox Solution Stores
Our Cox Solution Stores will close as determined necessary and these decisions will usually be made day of so please check before you head our way.
In case of a power outage
Even if Cox’s network is working, if the power is off, you’ll have limited access to your Cox services. Here are the services available during a power outage.
When power returns
If your services don’t return with the power, first reboot your equipment. The easiest way to reboot your equipment is with the Cox app. Once you’ve downloaded and signed into the Cox app with your Cox User ID and password, from the home page you’ll see options to reset equipment.
If you’re having any issues with your services, you can also check the Cox app for any updates on outages in your neighborhood.
If there are no known outages, please contact us either through the app, via www.cox.com/chat or call us at (877) 556-7815
Have you been displaced or sustained extensive damage from this storm?
If your home has been severely damaged, we want you to know we're here for you. If you need to suspend your service while you’re making repairs, we can do that with our Storm Assistance Offer. If you've had to leave your home, we can help you transfer your existing service to another address.
Latest widespread outage news
When a natural disaster or other event impacts our service, we’ll let you know what’s going on right here. If there’s not an event impacting our network in your area, please report service interruptions or cut lines using the buttons below.
Storm assistance offer
Our Storm Assistance Offer is available to customers impacted by the recent storm who would like to temporarily suspend their services. The Storm Assistance Offer allows you to keep your existing Cox Email and phone number for no charge for up to 6 months. You will be able to check your cox.net email from anywhere. You can call (888) 269-9693 to activate the offer.
Transfer your services
If you are a displaced customer, who would simply like to transfer your existing services to another address while your home is under repair, you can get started below.
How Cox prepares for, responds to, updates customers, and recovers from natural disasters
Helping you stay connected to what matters most
We know it’s frustrating when severe weather and power outages interrupt your Cox services. That’s why we’ll work hard to get you reconnected as quickly as possible.
When an outage occurs, our technicians are ready to assist as soon as it is safe for them to do so. You can also take steps to prepare for service interruptions and minimize their impact.
How customers can prepare for service outages
Follow these basic steps to ensure you’re protected in case of an outage.
Protect your devices with a surge protector.
Keep your devices and spare batteries charged.
Have car chargers or portable chargers on hand in case of evacuation or long-term power outages
Download weather, news and other safety-related apps onto your devices to stay informed.
After the disaster has passed and you’re working to clean up your property, please be sure to stack any debris away from our equipment and any power poles and lines.
We recommend Cox Voice customers keep corded landlines and fully charged back up battery for phone modems in case of emergency. To purchase your battery, call 855-324-7799.
Generators may help keep you connected. In the event your power goes out, its possible a generator will provide access to your services, as long as our network wasn’t damaged as well. Always check your generator owner’s manual for details on power capacity and safe operation.
What you can do when service is disrupted
Here are some simple things to remember:
If the power is off, you’ll have limited access to Cox services. You can download the Contour app on a mobile device to watch tv and get the latest news and weather.
If you have Cox Voice service, sign in to MyAccount and use Voice Tools to set Simultaneous Ring and receive your home phone calls on your cell phone or check voicemail.
When power returns, reboot your equipment. The easiest way to do that is via the Cox app—it’s right on the home page once you log in.
Get outage information with the Cox app
Download the Cox app today:
How Cox prepares for outages
From wildfires to ice storms and everything in between, our team is trained to respond swiftly and safely to restore service.
We partner with an industry-leading weather monitoring service to watch over our network 24/7. They provide real-time weather threat information to our teams so we can be ready for anything.
We’ve strategically placed our call centers across the nation to ensure we can take care of you when an event is affecting one of our communities.
Planning ahead for disasters
We invest in our infrastructure and our people to be sure they’re ready to respond when needed.
Employees participate in tabletop exercises to prepare for disasters.
Employees receive >15 hours of continuing education annually.
600 employees trained in business continuity processes and incident command.
We log more than 2,000 hours in training and active recovery efforts.
How Cox restores service after an outage
When it comes to restoring service quickly, the safety of our customers and employees comes first. Here’s how we get you back connected—safely.
Restoring your service
During a natural disaster, it can be difficult to determine how long it’ll take to restore services. We depend on commercial power, so our employees often follow the path of your local power company when restoring your service.
Factors that can affect restoration:
Don't cut cable initiative
We’ve partnered with providers across our industry to help teach more customers how to avoid unnecessary danger and outages with our “Don’t Cut Cable” initiative.
The most important thing to remember is: Do not attempt to remove lines from a utility pole. There are several types of lines on each utility pole and going into each home, so it’s best to leave line removal to the professionals.
If you see a line down on your property or at your home, just contact us at www.cox.com/chat and we will arrange a date/time for a technician to come and remove or repair it.
I have power, why isn’t my internet working?
Both my power and internet keep going off. Why is this and what should I do?
Intermittent service outages may occur during the restoration process as providers are working to replace temporary power solutions. For instance many temporary utility poles are being replaced with permanent ones, equipment is being repaired and replaced on poles, and restore equipment to power from generators. Due to the possibility of intermittent power outages and surges, it’s recommended to connect your equipment to a surge protector.
There are down cable lines in my yard, what should I do?
If your line is down, contact us here:
From there, we'll schedule a day a tech can come out—you won't need to be home. If we have to reschedule, we'll prioritize your house for the next day. Please note, if we just can't make the next day, we'll do our best to get to you as quickly as possible.
How does your outage notification system work?
As we’re working on major repairs in your neighborhood, our outage system will show you in an outage, even if your home is back online. Once the major repairs are complete for the entire area serviced by your node, typically about 100 homes, and we’re able to focus on individual issues, we’ll remove the outage alert. Once the outage alert is removed, you’ll receive a text alert and if you’re still out, we’ll want to hear from you. You’ll then also have the ability to utilize our self-serve tools, such as the Cox app to reset your equipment.
Some of my neighbors have their Cox services back up, but I do not. Can you explain this?
Although you or your neighbors may have never lost power, the node (power source) that provides Cox services to your neighborhood may have been damaged and/or lost power. Power or the cable lines could also be out between the "node" and your home. Our technicians are diligently checking line by line to ensure all is restored properly.
If my Cox owned equipment was damaged, what should I do?
We would like to get any damaged equipment back so we can ensure it’s handled in an environmentally safe way. You have three options to replace your damaged equipment:
1. Visit any local, open UPS store and they will ship it to us for free
2. Visit one of our Cox Solution Stores Monday thru Friday and drop off the equipment and pick up your new equipment, please check to ensure the store is open before you come.
My home has sustained extensive damage? What are my options?
If you've had to leave your home, we can help you transfer your existing service to another address at no cost. Link To transfer page
If you need to leave your home, but do not need to move your services to another address, the Storm Assistance Plan is available to temporarily suspend your services. The Storm Assistance Plan allows you to keep your existing Cox email and phone number for no charge for up to 6 months. Text us at 54512, chat with us, or call (888) 269-9693 to activate the offer.
What if I want to watch my video services while my service is being restored?
We want to keep you connected. As part of our effort to keep our customers up to date on the latest news, weather, and entertainment, we encourage you to go to watchtv.cox.com to see your options for viewing via the Contour app on your mobile device. There are over 150 channels you can watch depending on your video subscription. Once downloaded, customers should select “Live TV” from the side menu then select “TV Go Channels.”
Even though I don’t have access to my computer, can I access my Cox.net email account?
Yes, all email accounts are still active. If you have access to the internet, you can read and send email via cox.com/myaccount
What if I have what seems to be a routine technical support question?
If your services are working but you are experiencing technical difficulties, please visit our online support or call our Center for Excellence for Technical Support, (877) 556-7815, for support. You can get instant answers 24/7 at Care Chat also through the online support site.
If I can’t find my Cox equipment because my home was damaged in the storm, what should I do?
Customers who have lost equipment can contact us on cox.com/chat, call us (877) 556-7815 or visit one of our Cox Solution Stores to report your equipment loss. Our agents will then complete a lost equipment form and process an order to send you new equipment. Please check to ensure the store is open before you come.
Can my Cox services be powered by a generator?
It is possible to power your Cox services with a generator, if there has not been network damage in your area. Despite power outages, our technical staff has tested the use of a generator to reconnect to services:
I’ve had an outage at my business. What should I do about my account?
Cox Business continues to work around the clock to restore services to commercial customers. Cox Business will support its customers based on the status of their individual business operations. If a business facility is currently uninhabitable or was without services for an extended period of time, please call (855) 452-9062 to discuss account options. Or visit www.myaccount.coxbusiness.com to report and track a persistent service issue.
What if I had an installation service call scheduled for this week?
Our number one priority, once it is safe to return to the storm impacted areas, is the repair of our network and the restoration of services for customers. As soon as possible, we will then begin to work on new installs. There is no need for you to call us to reschedule your install at this time. We will follow-up with you.