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nikkirae84

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1 Message

Outage map

Is there a reason I can't check the outage map by using my pin? I'm not the main account holder, but was assigned a pin to use for tech support, and I should be listed as an approved person on the account. I understand the extra security needed to make any changes to an account, but it doesn't make sense to me to always need to connect to a live agent any time I want to check the outage map. Is there a reason that a previously approved secondary person can't just use the pin they were given to check the map? I don't have the password that the main account holder uses.

Thank you!

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JulianN

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382 Messages

Hello. A pin is only needed if personal information pertaining to the account is requested or if there are changes that need to be made to the account. This pin would be requested by a Cox agent. A pin would not be required to check for outages through cox.com, the app, or if you contacted our agents. A password would be required to access the app or cox.com to check on outage updates. 

If you're just checking to see if there is an outage and don't want to sign in, no problem. You can visit this Cox page, https://www.cox.com/residential/support/outages.html, and enter your address. You'll be informed if your area is in an outage or clear. I hope that information helped. Please let us know if we can assist further. Thank you!
-Julian

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CurtB

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@JulianN​   FYI.  I can check for outages by signing into my Cox account, but the functionality you described doesn't seem to work.  Going to the website you posted without signing in and entering my address results in this.

Your address cannot be found

(I would have posted a screenshot, but that doesn't work either).

Edit:  If I'm signed into Cox when I go to that site, an outage map for my area is displayed without entering my address.  That website appears to require a sign in.

(edited)

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JulianN

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382 Messages

Hello. Apologies for the issues you encountered with the address. I tested it again on my end and without being signed in I was able to check an address, at the site provided. Was the address you attempted to use an address that is in the Cox footprint? 
-Julian

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JulianN

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382 Messages

I see. I tried another address, and it seems to be working. Maybe there is an issue with the area addresses. We'd be happy to assist further. Kindly email us at Cox.Help@cox.com, your full name, complete address, and copy of this post if you'd like to continue. Thank you!
-Julian

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CurtB

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Yes, it was my street address.  Your website couldn't find me.

BTW the Cox home page isn't working now either.  Cox is having issues tonight.

https://www.cox.com/resaccount/home.html 

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JulianN

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382 Messages

We'd be happy to assist in this matter. As mentioned I'm still able to access the site on my end. We'll remain available 24/7 to assist. 
-Julian

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Darkatt

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You have to be the account holder/primary acct, to access the information. 

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