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Email Outage Update 3:30pm December 16

 First we want to acknowledge the impact of the residential email service outage on our customers. We know this experience is not consistent with our promise to deliver reliable products and services, and sincerely apologize for the frustration this has caused.

 Here is what we know:

 1)    We have isolated the cause to an issue within the email storage platform that supports Cox Residential Email in service areas in our Midwest and East Coast regions. This outage does not affect Cox Business customers.

2)    Cox technical teams are working around the clock with email platform vendors to restore service as quickly and safely as possible. Unfortunately, we do not expect services to be restored today.

3)    This outage is not the result of a cyber-attack or any form of cyber terrorism.

4)    Some customers have asked about a redundant backup system. Our enterprise infrastructure exceeds industry standards and includes multiple levels of support designed to ensure reliability. Unfortunately, this outage affected the primary and secondary failover (back-up) systems.

5)    Our email service is supported by multiple servers. As we successfully bring each server back online, customers on that server will be able to access their email.

6)    Currently, all messages that have been received since Friday are queued in our system and we anticipate delivering messages to customers on a rolling basis as we bring the platform back online.

7)    We cannot provide a definitive restoration time, but are expecting multiple phases, including when customers will be able to send and receive new messages as well as the delivery of currently queued emails.

8)    If you must send or receive an email during this outage, you may want to create a temporary new email account from a service such as Yahoo! or Hotmail.  This will not allow you to gain access to your account. However, you will be able to send and receive email while your email is inaccessible.

We want to reiterate our commitment to restore services to our customers as soon as possible. As we stated earlier today, the multiple components and processes that make up our email system require care, and some time, to bring them back online. Our next update will be around 6:00pm Eastern.

  • Thanks very much for that detailed information.

  • Thanks for the update.

    For those planning on opening up an account with Gmail or are already using Gmail.  I highly suggest you check out their privacy policy.  As well as check out this article.

  • My question is, who is going to reimburse all of us who rely on Cox Email for the cost of us losing business bids since I cannot receive emails with offers to bid on sales ??????????!!!!!!!!!!!!!!!!!!  How can I bid on offers when I can't even get them??????

  • Thank you for the update, Frankie.  This input is considerably more candor than Cox has provided us, up to this point. However, I cannot help but believe that there is a degree of disingenuousness contained within the text. You state in your Item-3 that this outage is not the result of a cyber-attack or cyber-terrorism. But, you fail to explain how both your primary AND secondary failover systems have been disabled.  If your enterprise infrastructure meets and exceeds industry standards, then it would not be affected by ANYTHING that brought down your main system.  It would be wholly-independent and obviate any threats (hardware or software), which threatened and/or damaged your normal mainline system.  This performance level is part-and-parcel to the requirements of primary and secondary failover system technology. Therefore, your own words and explanation fly in the face of logic.  Either your system has been attacked, or, your system did not meet and exceed industry standards.  You cannot have it both ways.  I invite your comment. (BTW: You missed your 3:00pm update deadline.)