Forum Discussion

stevicus's avatar
stevicus
New Contributor
2 months ago
Solved

Any idea when internet service will be restored?

It has been out since 4a.  First they said it would be fixed by 7:59a. Now they say it will be 11:59a.  I hope that's correct and they don't delay any further.  What is the issue anyway?  
  • LatitiaS's avatar
    LatitiaS
    2 months ago

    Hello stevicus,

    I realize today is not an ideal day to be without services and we apologize for the inconvenience.  I'd be happy to share any details available related to the service loss in your area.  Please send us an email to Cox.help@cox.com with your full address so we can check your immediate area.

    Cox Support Forum Moderator

WiderMouthOpen's avatar
WiderMouthOpen
Esteemed Contributor II
2 months ago

What can you look up exactly? Do you have access to Remedy(ESR) tickets? Can you see how many people are online on the street/node? Or are you just going by the official outage statement you can see by checking Cox's outage page? If so, why not just direct them to there instead needing them to email you?

LatitiaS's avatar
LatitiaS
Moderator
2 months ago

Hi WiderMouthOpen,

Those are all great questions!  We ask for the address if it is not someone we have already communicated with recently and have previously collected the service area.  We have many customers and we cannot assume their locality.  I understand it may seem redundant for our regulars but we must know where they are.  Yes, we have full access to tickets and ability to view device functionality, but as you may know, the teams that handle that data are not customer facing.  

Our goal is to help and we all want to be on the same team.  

Hope this helps!

Cox Support Forum Moderator