Forum Discussion

starman's avatar
starman
New Contributor II
2 years ago
Solved

Outage - Edmond Oklahoma

24 hours without internet, TV, landline phone. Next door neighbor's service came back up 5 hours ago. When will service be restored?
  • starman's avatar
    starman
    2 years ago

    Update 03-17-23 17:25 CDT:

    Thanks to intervention by the Cox Executive Resolution team, service has been restored. No area-wide outage. Cox connection box shared by me and backyard neighbor had a blown power supply and fiber optic cable had come loose from a deteriorating connector.

    Kudos to Laticia, Social Media Specialist, who tried to help last night. Kudos to Doug the Cox technician who had me and my neighbor connected and running again within 15 minutes of arriving on scene. And, kudos to Pamela L., on the Cox Executive Resolution Team, who got the ball rolling.

starman's avatar
starman
New Contributor II

I have tried resetting/power cycling modem and router, multiple times.

Also tried reset through Cox website and get the following message:

"Unable to reset modem. We've identified a network-impacting event affecting the consistent delivery of service to your home. We know this can be frustrating, but we do appreciate your patience while our teams work to resolve this event."

I am using my AT&T cell phone as a hotspot right now for internet access.

TiffanyR's avatar
TiffanyR
Moderator
2 years ago
Hello Starman,

I am truly sorry to hear that your service is still down after your neighbors' services have been restored. I want to look into what's going on. When you have a chance, can you email my team at cox.help@cox.com with your name, address, and a link to this thread?

Tiffany R.
Cox Support Forum Moderator
  • starman's avatar
    starman
    New Contributor II
    2 years ago

    Thank you, Tiffany. I will send an e-mail shortly.

    • TiffanyR's avatar
      TiffanyR
      Moderator
      2 years ago
      Hello Starman,

      You are very welcome. We look forward to assisting you and restoring your services.

      Tiffany R.
      Cox Support Forum Moderator
    • starman's avatar
      starman
      New Contributor II
      2 years ago

      E-mail is on the way.

      • starman's avatar
        starman
        New Contributor II
        2 years ago

        Hello Tiffany,

        I received an e-mail response from a Cox Social Media Support Specialist concerning the lack of service. It seemed like a largely scripted reply. No indication any further action would be taken.


        I sent a return e-mail asking if Cox would reimburse me for the data charges I will incur for using my AT&T cell phone as a hotspot for internet service to access my Cox Contour TV service?  So far, no answer. Do you know?