Over the last few days (since Sunday), my service area (in Phoenix, zip code 85018) has had multiple outages that last for several hours. Today (Wednesday), it started in the morning. The issue was supposed to be resolved by 12:30 and now that deadline has been extended to 4:22 PM. We had similar lengthy outages on Sunday, Monday, etc. Can someone provide clarity on what has been done to resolve this issue once and for all? Thank you.
I talked to my lawyer earlier today. He suggested to file a complaint with the FCC - it takes literally two minutes.
I appreciate it. I am working the issue through the FCC and Better Business Bureau. Thank you.
Visit https://consumercomplaints.fcc.gov; or call: 1-888-CALL-FCC (1-888-225-5322); ASL: 1-844-432-2275
I'm also in 85018, Internet has been out since ~8AM Wednesday morning. They just keep extending the ETA every 4 hours, no detail given other than there being "1-50 impacted customers". I am curious to see if that means they de-prioritize fixing the issue. This is pretty absurd, I have never seen an outage this long that wasn't very clearly weather/storm-based. The lack of transparency and totally BS resolution ETA is bad even by cable/Internet provider standards.
This is just total bs. If this was planned someone should be fired. Maybe streaming isn’t the way to go yet
Are we going to receive any update on the repairs and ETA or are we just expected to wait in the dark for however long this is going to take. Being this long without service and having to find out the cause online through other customers and not from the company is unacceptable
Hi, there. I understand your concern and I sincerely apologize. I appreciate how important the internet connection has become these days, and I apologize that the service interruption is impacting you. Please email us the physical address and any other pertinent information to Cox.Help@cox.com with your name and a copy of this forum message. I would be glad to look into it and help out in any way I can.
They will keep extending My Internet has been out since the 6th good luck
Hello Dlemonsk9s, I apologize that you are having issues with your service. We truly value our customers and want you to always feel that way. I want to help make this right. If you would like send me an email at cox.help@cox.com with your full name and address I would love to assist you.
85008 here. Are you guys still down too? Not getting any information except for a service interruption message on the app which has been up all day. Been down since 830 am yesterday
Still down in 85018. I walked into a T-Mobile store and walked out 30 minutes later with a modem for their 5G home Internet. They have a free trial period, so I just had to pay a $10 activation fee. Now I have internet at home for the next 15 days - maybe Cox will give us an update by then.
Hello, I'm really sorry about the service issue there. When your neighborhood is impacted by an outage, an alert is displayed when you log into the Cox App or sign into cox.com on a cellular device. Click on the alert and enter your phone number to sign up for outage-specific updates via text message. Learn more at https://www.cox.com/residential/learn/cox-app.html. You can also email us at
Cox.Help@cox.com with your name and a copy of this forum message. We're glad to help.
I am down in 85013, since yesterday around 2:30pm. Unreal. I got refunded $22 and that’s it so far.
Hi, there. I'm really sorry about the service issue and I'd like to help. Although I am unable to locate an outage by zip code or city, I can look it up for you with the full physical address. Please email us the physical address and any other pertinent information to Cox.Help@cox.com with your name and a copy of this forum message. I'm happy to assist you.
85008 here. Been without service since early yesterday morning. Same BS, “We’re sorry for the inconvenience.” I was also told via chat because you can’t get a human on the phone, that this was a SCHEDULED upgrade to their system!!! No warning of down time to customers. They just shut us down. People use WiFi for work etc. This is crazy disrespectful. Over 36hrs of no service isn’t an upgrade to me!!!!
Yeah, was on hold for half an hour so I just hung up
Hello. I do apologize that you received incorrect information. I am terribly sorry that you have been affected by a prolonged outage. I'm happy to address your concerns. If you could please email cox.help@cox.com with your name, address, and link to forum thread, we can investigate this further. The purpose of the Cox Internet Forum is to allow customers to discuss technical topics related to residential Cox High Speed Internet services with other customers. If you need help with billing or other account specific issues, please reach us on Twitter at @CoxHelp, visit us on Facebook, or at cox.help@cox.com.
RaquelD, idk who you are but your apology don’t mean much ma’am, if my information is not correct, please correct it. My internet has been down over 36hrs, that’s correct. Cox representatives have not answered the phone. That’s correct. The virtual message reps use scripted language and all 4 of them I dealt with used the exact same thing. That’s correct. So what must not be correct is the excuse we’ve been given for this outage.
Business customer in 85018
We lost our Cox services (Internet and VoIP) Wednesday morning. It is still down.
We do have secondary Internet with another provider, but this outage is excessive.
And yes, they stopped giving SMS updates last night. Chat was not helpful either.
Done - good luck to everyone.
Thursday 3p still no internet. Will I get a credit for the garbage?
They've never given me a credit in the past
