New Contributor
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3 Messages
Planned outage notification
Are residential customers notified of upcoming planned outages?
I experienced a neat 24 hour outage yesterday (10/08/2023) in my area. Internet access is no longer a luxury rather in some instances necessity.
ericnafi
New Contributor
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1 Message
2 years ago
I did too. Don't know how long the outage was but it was lengthy. Just got home from work and it is out again.
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ColleenD
Moderator
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1.7K Messages
2 years ago
Hi, everyone.
We know how important it is to be reliably connected. Regarding planned daytime outages for things like network upgrades you would be notified in advance via postcards, emails and door hangers, as well as in the Cox app two days before the planned outage.
We understand that service interruptions are never convenient, but resolving the issue is our top priority when it does happen. When outages are unplanned, we are beginning to proactively notify customers if they are in an outage and their equipment is offline. This feature may not yet be available in all Cox service areas. Proactive notification and the ability to opt-in to enhanced messaging is not available in certain scenarios, such as natural disasters.
You can check the Cox app for outage notifications or view our outage map at https://www.cox.com/residential/support/outages.html
If you are experiencing trouble outside of an identified network event displaying a notification within the Cox app please email cox.help@cox.com with your account info and the details of the trouble you're having.
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