Planned outage notification
Are residential customers notified of upcoming planned outages? I experienced a neat 24 hour outage yesterday (10/08/2023) in my area. Internet access is no longer a luxury rather in some instances...
Forum Discussion
Hi, everyone.
We know how important it is to be reliably connected. Regarding planned daytime outages for things like network upgrades you would be notified in advance via postcards, emails and door hangers, as well as in the Cox app two days before the planned outage.
We understand that service interruptions are never convenient, but resolving the issue is our top priority when it does happen. When outages are unplanned, we are beginning to proactively notify customers if they are in an outage and their equipment is offline. This feature may not yet be available in all Cox service areas. Proactive notification and the ability to opt-in to enhanced messaging is not available in certain scenarios, such as natural disasters.
You can check the Cox app for outage notifications or view our outage map at https://www.cox.com/residential/support/outages.html
If you are experiencing trouble outside of an identified network event displaying a notification within the Cox app please email cox.help@cox.com with your account info and the details of the trouble you're having.
Cox tech support stated it was a planned outage. I get marketing text notifications but not the outages.
Hi williampoling,
We do not currently have a system in place to contact customers when an outage is declared because not every customer in a service area is affected the same way when an outage occurs. Outage information and updates are always available when you log into your account at Cox.com or log in to the Cox app.
Cox is a 21+ BILLION dollar company and it can not figure out how to commucate to its subscribers?
Hi williampoling,
Thank you for reaching out to the Social Media Team and being a valued Cox family member. I work from home, so I know how important it is to have reliable internet service. I am happy to check your area status, Please reach out to us through Twitter or Facebook with your complete home address to get started, If you prefer, you may send us an email: cox.help@cox.com You may also use the Cox App: https://www.cox.com/residential/contactus.html
