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New Contributor II
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85008 outage
I’ve been without Internet connection for 19 hours and counting. What’s going on? All I get is a text every four hours with a new goal time telling me you’re working on it. I can’t miss another day of work. I need more info please.
DustinP
Moderator
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Hello Mavor88,
Thank you for already signing up for network alerts and updates through MyAccount or the Cox App. This is the same tool our teams use to check for estimations. I know how important it is to have the connection return for you to work remote. I'm sorry to hear this has been an added stress on you. I get that seeing the estimation get pushed is irritating; although we are normally accurate with our times, occasionally our teams run into unexpected issues which forces us to extend the restoral times.
When you have a moment for support, could you email us at Cox.Help@cox.com with your name and complete address with a copy of this message you've shared on this forum? We may not have an estimation to add, but we can investigate and help gather a credit for the service outage.
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jofmartinX
New Contributor
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Same here. First the outage was to be restored by 8:35 am, then 12:35 pm, then 4:35 pm, then 8:35 pm and then still no service with no restoration time now being published. Very frustrating that this is now past 24 hours without service.
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Sizsis
New Contributor III
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I've never had an outage this long, can anyone explain what happened and why this is taking so long to fix?
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Philm
New Contributor III
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Not only is this loss of service excessive, but this is costing those of us who work remotely a financial and employment hardship. We need to be refunded for all the service time we were not delivered. Perhaps if they gave us an honest and precise explanation of the problem, it would be helpful and appreciated.
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aileenhdz1
New Contributor
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I work from home so this outage is a HUGE problem for me...It started yesterday afternoon and now back at it this morning...and it doesn't help that the messages we receive are not accurate.
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Sizsis
New Contributor III
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The monopoly cox has over phoenix is criminal. I literally have no other options.
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smward1918
New Contributor III
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People are having the same issues in 85018 - we have a whole thread dedicated to it: Outages Zip Code 85018 | Cox Community
Getting the same vague responses from.Cox customer service, with no real ETA. One customer on the other thread said they have been without Internet for 10 days now.
Check out the links for filing FCC and BBB complaints, and start tracking your hours of downtime and any lost wages. This is an excessive time to be without service, but more importantly an absurd lack of transparency about the issues.
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jaws222
Contributor
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It's been over 24 hours now. They stopped giving updates since last night. I'm working from the hotspot on my phone. This is ridiculous! What happened? It went from an outage to maintenance and now it's an upgrade.
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Mavor88
New Contributor II
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More than 24 hours now. And counting. The smart move would be to tell us what’s happening. Those of us who work from home can adjust. Not knowing is a killer. What steps can I take starts with an idea of how long I’ll be without service.
Just talk to us.
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Sizsis
New Contributor III
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Work trucks from Commercial Com and electric have been doing some kind of work in Pierce Park since this morning. No sign of Cox so I'm hoping they are a subcontractor working on a fix.
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jaws222
Contributor
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So I guess it's safe to assume we'll be out tomorrow and possibly the rest of the weekend?
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jaws222
Contributor
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I never saw a dime of this. In fact, my bill went up.
https://ktar.com/story/5555944/cox-agrees-13-million-settlement-arizona-lawsuit-deceptive-cable-fees-refunds/
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ayacuna
New Contributor II
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I just spoke with their support line, their new ETA is 5:14pm. Hopefully this one doesn't come and go like their other ETAs
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Cazz1
New Contributor III
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So as discussed yesterday I filed a complain with the FCC. Here is what I got today
Hi XXX,
Thank you for your submission. Based on our review, your Ticket No. XXX was served on your provider on June 13, 2024.
Here's what you can expect from the FCC's informal complaint process:
- Your provider should contact you directly in an effort to resolve your issue.
- The FCC's role in this process is to facilitate a conversation between you and your provider.
- Your provider is required to submit to the FCC a written response regarding your issue no later than 30 days from today.
- The FCC will not contact you until we receive a response from your provider.
You can view a list of frequently asked questions about the informal complaint process at: https://consumercomplaints.fcc.gov/hc/en-us/articles/205082880.
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Zaw
New Contributor II
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I have had no internet since around 2:30 yesterday, and I am in 85013. I got a refund this morning of $22.72, but not being able to work from home is a much bigger hit than that. They won’t even give an update on time anymore. I certainly wish that we would know.
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