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Golux's avatar
Golux
New Contributor
18 days ago

COX Internet Outage 85338

Our internet service went down sometime before 7:00AM yesterday (12/4) morning.  I signed up for status updates by text.  First update listed an "Unplanned Outage", with a reconnection ETA by 10:49AM.  Second = 2:49PM; Third = 6:49PM.  By this time frustration is deeply embedded. I chat with C/S hoping to get more info, as it's been out for over 12 hours.  45-min later, their response:  Taking longer than expected,  but we have no ETA for reconnection.  Fourth update at 9:01PM = "We're working overnight to restore service, but have no ETA for reconnection."  Sleep, hoping for better results when I awake. 

Fifth update this morning at 6:21AM = "We're still working to get your service back online, but unfortunately it's taking a bit longer than expected. "  - It's now been out for over 25 hours.  No explanation of cause, scope or outage area.  When I get on the COX app (recommend for specific info), and request an outage map, I get our neighborhood, with a tag on our lot, but cannot widen the map view.  Since I don't see repair techs in my front yard I'm not understanding their interpretation of "outage map".  COX C/S seems very happy to respond quickly when we want to order more services.  However,  their ChatBot knows nothing (Sgt. Schultz comes to mind), and their "live person" only repeats the garbage coming from their update texts.  EXTREMELY FRUSTRATING!

  • GregP1's avatar
    GregP1
    Moderator
    18 days ago

    Hi Golux, 

    I apologize for the experience you have had. I know this is frustrating. We do our best to limit downtime and when it does occur we work to restore service as quickly as we can. The times we can list are only estimates. We often do not know the extent of the damage that needs to be prepared until well after our techs locate the root cause and start working on the cause of the outage. I will gladly look into this to see if we can provide additional information. Don't hesitate to get in touch with us privately. our email address is cox.help@cox.com . Please include your name, full street address, and a link to your forum post.

    Greg