Read the forum guidelines
24 hours without internet, TV, landline phone. Next door neighbor's service came back up 5 hours ago. When will service be restored?
If your neighbor is up I would think the "outage" is over, at least in your area. Have you tried a power cycle of the equipment? Keep in mind I am just a user like you.
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.
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?
Update 03-17-23 09:25 CDT:
40 hours with no Cox landline telephone, TV, or internet. Zero help from Tiffany R.'s team, except Latitia who attempted to schedule a technician two days from now, but was overriden by another team member. Apparently, if you are in a so-called "outage area," Cox will not schedule a technician.
Two problems with this. First, I don't believe there is a large scale outage in my area. My immediate next door neighbor's service was restored over 24 hours ago.
Second, Cox's notice on my account home page doesn't say there is an outage. It simply says there is "increased internet traffic" and that delivery of service is not "consistent." See screenshot below.
I am not receiving inconsistent service, intermittent service, or slow service, I am receiving NO service.
Additionally, internet service is not the only affected service. I do not have landline telephone service or TV.
And lastly, the text message system that is supposed to keep me posted on the status of this so-called outage hasn't provided a single update. This is despite numerous contacts with Cox customer support representatives verifying that the telephone number for the text message service is correct.
If the outage has been cleared, try restarting all your equipment.
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.
Wonderful to see credit given to those that dive in and focus on customer focused service excellence!