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Support

Using SmartHelp Through the Cox App

Solution

SmartHelp can help detect when there's an issue with your Internet, TV, or Phone services. Get support quickly with a troubleshooting experience that's tailored to your specific issue.

Understanding Service Notifications

The table below provides an overview of the two types of service notifications that display in the Cox App.

If...Then...
A No known issues alert displaysThere are no known issues impacting your account or network connection. We recommend using SmartHelp troubleshooting if you are experiencing service issues.
A service alert displays

We are aware of an issue that may be impacting your account or network connection. The following types of notification may display.

  • Service-impacting events in the area, including outages and increased Internet traffic. For more information, refer to Outage Notifications.
  • Service suspension that requires a payment to prevent a full disconnect.
  • Copyright violations that are available to view. For more information, refer to Copyright Violation Notifications in My Account.

Using SmartHelp to Troubleshoot Common Service Issues

Use the following steps to resolve common service issues when a service alert does not display.

Notes:

  • We do not recommend troubleshooting when a service alert displays.
  • You must have a Cox.net account to use Cox App.
1

Sign in to the Cox App using your Cox User ID and Password.

2

From the Home screen, in the No known issues field, tap Get Help.

Image of SmartHelp Get Help Link

3

Under the Internet, TV, or Phone header, tap the equipment experiencing issues.

Note: The MAC address listed is on a label on the equipment.

Image of SmartHelp device selection

Result: A loading window displays as a system check is completed.

4

Refer to the table below to determine the next steps based on the results message displayed.

If the following message displays...Then...
Image of SmartHelp equipment selection

Our system did not identify an issue, but if you continue to experience a service issue, we recommend performing an equipment restart.

Image of SmartHelp equipment selection

Your Cox account balance is overdue and your services have been suspended. Make a payment to prevent your account from being disconnected.

Image of SmartHelp equipment selectionThere is currently an outage in your area that could impact your services. Resetting your equipment is not recommended and may cause additional problems.
Image of SmartHelp equipment selectionOur system did not identify an issue, but if you continue to experience a service issue, we recommend performing an equipment restart.

Note: For additional support or ongoing service issues, tap Message Us.

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