Forum Discussion

greg_W's avatar
greg_W
New Contributor
5 years ago

multi-day internet outage

As of a least September 3rd I have had no internet service.  I can not remotely reset my modem due to the outage and only receive a daily txt that the service is still out with no estimated time of service restoration.  I  just searched the COX web site and can not find a customer service phone number. I live in the Western Branch area of Chesapeake.  Anyone have any ideas?  I am not currently at the location but need access to devices.

  • Donna_Landry's avatar
    Donna_Landry
    New Contributor
    5 years ago

    Last month we lost power due to storm and cable for 5 days please refund account I called and sent note before no one has taken the money off yet thankyou 8607495375 Donna Landry

    • EricaW's avatar
      EricaW
      Former Moderator
      5 years ago
      Hi Donna,

      My team will be glad to assist you. To allow for account access, please email cox.help@cox.com with the link to this post and your street address. We'll complete additional verification with you there.

      Thank you,
      Erica
      Cox Support Forums Moderator
  • greg_W's avatar
    greg_W
    New Contributor
    5 years ago

    9/7/20 Update: I did find a phone number for customer support.  They have scheduled a technician for the NEXT AVAILABLE date of 9/11 and also said if there is an issue that is not their equipment there will be a charge for their service call.  And this despite THEIR modem can not be reset for multiple days.

  • EricaW's avatar
    EricaW
    Former Moderator
    5 years ago
    Hi Greg W.

    That is quite the series of events. Please allow me to point out that it is only if the issue is found to be non-Cox caused, that a service call fee may apply. Most service calls are covered if you are subscribed to Cox Complete Care. For more information, please visit us at www.cox.com/.../completecare.html
    I'm confident all will be well for you once you receive the necessary support.

    Erica
    Cox Support Forums Moderator