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RyanHitch

New Contributor II

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11 Messages

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Outage

I have had an outage for 3 days now. No tv and no internet. And of course i am in quarantine! Is this normal to have an outage this long? 

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Allan

Moderator

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2.4K Messages

@RyanHitch, I recommend sending us an email with your full name and address to cox.help@cox.com so we can look into this ongoing loss of service for you. -Allan, Cox Support Forums Moderator

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margot

New Contributor

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6 Messages

I have contacted Cox by chat and phone 4 times since Thursday. The app and the website do not say there is an outage. The agents say there is an outage, but they have no information as there is no outage report that they can find saying what is going on or when service will be restored. I had to pay for a hotspot for work, cannot access any of the services I pay for through other accounts, and most recently, cannot watch the nfl playoffs. This is ridiculous.

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smokeygrouse

New Contributor II

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3 Messages

this is getting pretty much normal for COX **!  I've been having sporadic problems for months and can't get any service ....... They should refund customers so they can go elsewhere

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BenS1

Former Moderator

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697 Messages

Hi@Smokeygrouse,

We completely understand the frustration of having an inconsistent internet signal. Please email us at cox.help@cox.com with your full name & address and we can further investigate this issue.

Ben S.
Cox Support Forums Moderator

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margot

New Contributor

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6 Messages

I have contacted by chat and by phone 4 times. No one has any information. This is extremely frustrating.

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margot

New Contributor

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6 Messages

The app and the website do not say there is an outage. The agents say there is no outage report that they can find saying what is going on or when service will be restored. I had to pay for a hotspot for work, cannot access any of the services I pay for through other accounts, and most recently, cannot watch the nfl playoffs. This is ridiculus.

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RyanHitch

New Contributor II

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11 Messages

Yeah this is horrible. I can't get any word on when this will be fixed

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SharonL

Former Moderator

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144 Messages

Hello Margot,

I am sorry to hear you are experiencing issues with your services. This appears as if you may need someone to investigate your account personally. We would be able to assist you with this. Please reach us on Twitter at @CoxHelp, visit us on Facebook, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started.

Thank you.

Sharon
Cox Support Forum Moderator

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SharonL

Former Moderator

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144 Messages

Hello Ryan,

I am sorry to hear you are experiencing issues with your services. This appears as if you may need someone to investigate your account personally. We would be able to assist you with this. Please reach us on Twitter at @CoxHelp, visit us on Facebook, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started.

Thank you.

Sharon
Cox Support Forum Moderator

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RyanHitch

New Contributor II

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11 Messages

I sent an email 11 hours ago and haven't heard anything back yet

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Mr__B

New Contributor

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1 Message

It is not normal. I have been having the same issue and Cox wants to charge to have a service man to come out. This is insane.

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RyanHitch

New Contributor II

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11 Messages

I didn't think so either. I talked to someone for the 10th time and they said there was not an outage now and that everything should be working but I have to wait till Tuesday to have someone come out and take a look. Don't understand

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BenS1

Former Moderator

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697 Messages

Hi @ Mr. B,

If the technician finds problems on our side or with any of our equipment, no charges are levied. When the technician finds that the problem is with your equipment or inside of your home then there would be a charge for the visit. Only the technician can determine if a fee is waived due to an issue caused by Cox equipment or signal delivery.

Ben S.
Cox Support Forums Moderator

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RyanHitch

New Contributor II

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11 Messages

I guess I'm just confused. I was told that I had an outage by many people and now I'm told I should have internet and that I don't have an outage. Either way it's been 4 days and no update on what it really is. 

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BenS1

Former Moderator

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697 Messages

Hi @RyanHitch,

I completely understand how frustrating it is to have outages and not have information on when relief will come. After checking on your network, there is still an outage showing in your area that may cause intermittent, slow or no connection to your services during certain parts of the day. Our teams are still working diligently to get stable service back to your area.

Ben S.
Cox Support Forums Moderator

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