DustinP
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Joined 11 years ago
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Re: No Internet Service
Hello dkurtz, I'm truly sorry to hear you and others near you continue to face an impact. I appreciate needing an idea when this will be fixed. We may not have details of the cause, but we can certainly help investigate this issue on your behalf. When you have a moment, could you please email us at Cox.Help@cox.com with your name and complete address? I understand if the App is not able to reboot the modem during a network alert. Possibly reconnecting the power from the back of the modem once can help restore connection to the network after a network issue is fixed. An alert may still be present on the Cox App when a fix is implemented as crews monitor the network.28Views0likes0CommentsRe: Outage
Good day, marla5811. I'm sorry to hear you're facing an impact to the service this morning. I know it's important to know when solutions are in place, especially if you or family work or learn remote. When Cox is aware of a network issue impacting the network, alerts are added and updated on the Cox App (if you have access and are able to connect using mobile data), you may check the features of the Cox App here. Our forum community is helpful in providing helpful troubleshooting. If there are any issues remaining when a network issue is cleared and troubleshooting fails, you may contact us via email at Cox.Help@cox.com and please include your name, complete address, and some insight of your experience, we can assist and investigate on your behalf.31Views0likes0CommentsRe: Moving router to a different room
Hello lulu1433, Our support can help in scheduling a technician visit to relocate the modem and install an active wall outlet. The cost to schedule a modem relocation is $60.00 at this time. Once the visit is completed, the charge would be applied to the account automatically. If you need to reach support, you may email our team at Cox.Help@cox.com with your name, complete address, and detail of your request.33Views0likes0CommentsRe: Internet outages.
Hello superirishsoul and JDSao, Our forum community is quite knowledgeable and helpful, so thank you for commenting here. I know it's important the service is up and running when you and your family need it. The Cox family values your business and wants you to remain connected at all times. When the company is aware of a network issue, you can check the Cox App for updates and estimations. www.cox.com/residential/learn/cox-app.html has more information about the features of the Cox App if needed. If you find that issues remain when the network alert has cleared, then our support teams can help investigate and also review your account for outage credit. We have a support available to receive your email at Cox.Help@cox.com. Some things we would need would be your first and last name, complete address, and some detail of the issue you have concerns about like you have raised here.44Views0likes0CommentsRe: Excessive Data use numbers
If you have settings on a device for backup data using cloud storage, then you may want to check the device or devices that may be automatically backing up cloud storage. If you have a device doing this automatically, then you may want to confirm that is turned off or if needed then maybe adding a data plan would help in saving.26Views0likes1CommentRe: Contour Boot
Hello Dneice, Thanks for reaching out to us over our forum! We have an active community here. If you haven't already contacted support since this has returned (following the last visit), then we have a team available to take an active look at the Contour box with you. If you find the issue returns, could you email us at Cox.Help@cox.com with your name, complete address, and some detail of what you see with the display showing boot and the welcome screen? Remotely, it can be difficult for us to determine if the equipment is defective and need to be swapped, but it is possible to swap equipment at a Cox store near you. You may search here for nearby stores and hours. Before swapping, we may check the network and signal reports from the box with you once we receive your email for support. With an issue that comes up like this, we may better identify an issue if looking at it during the time you experience the issue, so we would like to receive your email and look into that further if it returns next Monday. As far as steps taken when the box is stuck on boot, is the cable box responsive to reconnecting the power from the back of the cable box? Does the box load afterwards, or get stuck on boot until a particular time? Is there a splitter attached to the coaxial cable between the wall and the back of the cable box? Some folks here are great at providing helpful troubleshooting steps and may chime in to share some helpful advise as well.35Views0likes1CommentRe: Internet outage
Hello jaimacc, We want you to remain connected and informed when we are aware and working on a detected network issue. The company does not want you to feel you have to leave. Cox will add notifications to the Cox App to let you know we are aware of a possible network issue that may be impacting your connection to the network. For a list of retail modems that are supported with Cox and the speeds suited, you may check here. If you purchase a replacement modem, we can help activate it. We can also review your account for outage credit when you email us at Cox.Help@cox.com with your first and last name, complete address, and some insight of why you are emailing support.135Views0likes0CommentsRe: Disappointed
Hello jcavalloro1313, Details including the minimum requirements to be able to add the Travel Day Pass are available here. I'm truly sorry to hear the details of the Travel Day Pass were not disclosed at the point of sale, and now you are possibly facing an impact when you are planning an international trip. I know it's important to have a way to communicate while you travel. We can help go over any possible account options and details with you over email with our support at Cox.Help@cox.com.67Views0likes0CommentsRe: Continuous problems
Hello mikegrier82, We want you to remain connected to a plan that works for your needs and budget. I'm sorry to hear you've been facing a disconnect and now seeing an alert on the Cox App with the estimation getting pushed back. We can help investigate this on your behalf. Although we are normally accurate with our times, occasionally our teams run into unexpected issues which forces us to extend the restoral times. When you have a moment, could you email us at Cox.Help@cox.com with your name, complete address, and this bit of information?57Views0likes0CommentsRe: Call History Update
I apologize that you haven't yet received a reply to the email. We are monitoring your ticket, CurtB, and have included the error you've shared. I apologize for the delay as well. Thank you for sharing these errors as we await an update and will follow-up with you once we get anything.35Views0likes0Comments