Forum Discussion

uvafan's avatar
uvafan
New Contributor II
6 years ago

How can I get more information about an outage in the Roanoke, VA area.

my tv, internet and telephone went down about 3:30pm today. When I called customer service I was told ‘everyone in your zip code is down’ and summarily brushed off and rushed off the phone by the rep...
uvafan's avatar
uvafan
New Contributor II

And now even though I received a text stating that the outage was over, and a phone rep agreed I’m still out with an estimated up time of 4am. It’s frustrating that the reps do not have access to even know what the issues are. Btw, had yet another rep make a statement and not be able to live up to what they promised to do. 

Becky's avatar
Becky
Moderator
6 years ago
Hi Uvafan, once an outage is declared, our system displays an alert when a Cox technical support rep, online chat agent, or social media rep opens your account. Details about the cause of the outage are not always available. An initial estimated time of repair is provided; however, after a field tech arrives on-site, he or she will update the system with a more accurate estimate. There are many issues that can impact the estimated time of repair. That’s why we provide text message alerts via the Cox Connect App. During an outage, an alert with an option to “sign up for SMS notifications” is displayed in the Cox Connect App. I apologize that yesterday’s outage caused so much frustration. Have your services been restored? -Becky, Cox Support Forums Moderator
  • uvafan's avatar
    uvafan
    New Contributor II
    6 years ago

    No my services have not been restored. 

    • Allan's avatar
      Allan
      Moderator
      6 years ago
      Hello. If you are still experiencing issues with the service after the outage had been cleared, I recommend having a tech come out to the home location to see what is causing this loss of service for you. Please send us an email with your full name, address, and a link to this thread to cox.help@cox.com. Thanks. -Allan Cox support Forums Moderator
      • uvafan's avatar
        uvafan
        New Contributor II
        6 years ago

        Service back up now. A tech was here.