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Service Outage Troubleshooting

Aprende a identificar interrupciones en el hogar y en la red en tus servicios de TV, Internet y teléfono.

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Network Outage

A network outage is an outage that affects your area. Network outages can occur for a number of reasons from power outages to maintenance on Cox equipment.

In-Home Outage

An in-home service outage is an outage specific to your home. This type of outage can occur when your area is not affected but your in-home device(s) are not connecting.

Note: If your account is past due, you may see an interruption in service until your balance is paid in full. Registrarse en Mi cuenta to make a payment and we will quickly restore your service.

Check for Reported Network Outages

To check if a network outage has been reported in your area, Registrarse en Mi cuenta and review the status alert at the top of the My Equipment page. Cox Homelife customers, visit the Homelife Help Center para obtener asistencia.

No Network Outage

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The Network Status section appears when Cox doesn't recognize an outage in your area. If your service is still not working, you may need to check for an in-home outage.

Identified Network Outage

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A red status alert means Cox is aware of a network outage in your area and is actively working to restore service.  Do not restart or reboot your Internet or TV equipment during a network outage as it may cause additional problems.  Service status updates, including Estimated Time of Repair, will be posted to the My Equipment page in My Account when available. 

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Check for In-Home Outages

To check for in-home service outages, Registrarse en Mi cuenta and review the status of your Cox services on the My Equipment page.

Servicio conectado

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A green Servicio conectado message means Cox doesn't recognize an issue with your service. Troubleshoot your equipment if you continue to have service issues.


Servicio interrumpido

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A red Servicio interrumpido message means Cox recognizes an interruption with your device or its connection to our network.

If you are experiencing service issues, try the following:

Problema Resolución
Slow Internet service or Internet not working Reset Modem ›
Missing TV channels or Blank TV screen Reset Cable Box ›
No Phone Dial Tone Troubleshoot Phone ›

Note: If there is a Network Outage, resetting your equipment will not restore your connection. Please wait for the Network Outage to be resolved before further troubleshooting your connection.

Check for In-Home Outages Check for In-Home Outages

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Troubleshoot Your Equipment

After checking for network and in-home outages, you may need additional equipment-related troubleshooting.

Check for Loose Connections

  • Finger-tighten all cables coming from the wall, cable box, splitter, TV and other devices.
  • Verify the cable is not damaged. If the cable is damaged, contact chat de asistencia to schedule a service visit.
  • Disconnect the power to the cable box by either unplugging the power cord from the outlet or from the back of the cable box. Then wait 15-30 seconds.
  • Reconnect the power to the cable box by either plugging the power cord back into the wall outlet or into the back of the cable box.
  • Wait about five minutes for the cable box to reset. When the clock on your cable box activates, the reset is complete.

Check your TV Settings for Correct Input

  • Press the ?INPUT? button (may be labeled TV/VIDEO, SOURCE, or Antenna) on the TV or the remote control that came with the TV.
  • Select the option for the TV on the menu displayed on the screen. It may be labeled Cable TV, CATV, CAB, Input 1, Video 1, Antenna1, AV1, HDMI, DVI or another name (check your TV user manual).
  • Usually, the label describes the type of connection from the digital receiver to the TV (such as cable, AV, HDMI, DVI or component)
  • Or select each option one at a time, returning to live TV to see if the option restored the picture

Additional TV Troubleshooting

  • Why do I have the message ?No Signal? (Source Not Found, Weak Signal)?
    This message may indicate that the TV is not tuned to the proper input or source. Press the 'TV' device button on the remote and then press the 'INPUT' button to change the input selection.
  • Why do I get the message ?Temporarily Off Air? on my TV?
    This may be a signal issue. Check connections from the wall to the cable box to make sure they are secure. The cable wire should be secured in the "Cable In" or "RF In" on the back of the cable box. If they are secure and the problem persists, please visit chat with us for additional assistance.
  • The Interactive Program Guide (IPG) has no data or descriptions. How can I restore the data?
    First, make sure the cable wire is secured tightly to the back of the receiver. Then unplug the power from the cable box. Wait approximately 15 to 30 seconds before plugging the power back into the cable box to begin the IPG downloading process. This will take about five minutes to complete.

NOTE: While the guide is downloading information, you can operate the remote control but the interactive programming guide information may be unavailable for those five minutes.

Si te conectas por WiFi

  1. Navigate to the network settings on your computer and make sure you?re connected to the right network.
  2. If you are attached to the proper network and are still having connection issues:
    1. Conecta tu computadora al módem con un cable Ethernet en una de las ranuras enumeradas (1 a 4).
    2. Desconecta el módem y el router durante 30 segundos y reinicia.
    3. Reinicia tu computadora.
    4. Una vez que actualizas los equipos, debería conectarse Internet.

If You Connect Directly to a Router

  1. Conecta tu computadora al módem con un cable Ethernet en una de las ranuras enumeradas (1 a 4).
  2. Desconecta el módem y el router durante 30 segundos y reinicia.
  3. Reinicia tu computadora.
  4. Una vez que actualizas los equipos, debería conectarse Internet.

Si tu equipo está conectado al módem

  1. Quita el cable de corriente del módem para restablecer el módem. Enchufa el módem después de 30 segundos para volver a encenderlo.
  2. Verify your connection.

If your Phone connects directly to your modem and your Internet is also down, click the Internet tab to troubleshoot your connection.

If your Phone connects directly to the telephone jack in the wall, follow the steps below:

Reset your Modem

Sometimes resetting the Internet and telephone modem will re-establish communication once it has been lost.

  1. Locate the small 'Reset' button on the back of the Internet and telephone modem. Es un orificio pequeño en que debería caber la punta de un bolígrafo o un clip para papeles.
  2. Press the 'Reset' button once and release immediately. Todas las luces en la parte frontal deberían apagarse y lentamente volver a encenderse.
  3. When the ?TEL 1? and ?TEL 2? lights stop blinking, the Internet and telephone modem is fully reset.

Additional Phone Troubleshooting

¿No tienes tono de marcado?

  • Controla el cable que conecta tu teléfono con la toma telefónica para asegurarte de que esté enchufado.
  • Check your phone jacks to make sure they?re securely connected.

¿Todavía no tienes tono de marcado?

  • Look at the lights on your phone modem, then follow the corresponding steps:

Las luces están apagadas:

  • Por lo general esto significa que no hay batería de respaldo, que la batería se agotó o que la unidad no se ha conectado.
  • Enchufa el cable de corriente a un enchufe que funcione.
  • Si el módem telefónico sigue sin funcionar, es probable que debas cambiar la batería de respaldo. Go to Cox.com/battery.

Las luces están parpadeando:

  • Si las luces están parpadeando en el módem de Internet y telefonía, puede ser que estén captando algo de interferencia del cableado telefónico de tu hogar.
  • Try plugging one of your phones directly into the back of the Internet and telephone modem where it is labeled ?Line 1? or ?TEL 1 ? 2.? If it?s still an issue, give us a call.

Las luces son intermitentes:

  • Si las luces TEL en la parte frontal del módem de Internet y telefonía son intermitentes, significa que el módem identifica que el teléfono está "en uso".
  • Asegúrate de que todos los teléfonos estén colgados.

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Have you checked for outages, reset your devices, and are still experiencing a service interruption? Chatea con nosotros