How to tell if Cox is down or if the problem is on your end
The fastest way to know whether Cox Internet is down in your area is to check the Cox service status page at cox.com/residential/support/status. Enter your zip code and it will show you whether Cox has reported an outage affecting your location. If the page shows no outage but your internet is not working, the problem is almost certainly with your equipment or connection, not with Cox's network.
Before you check the status page, restart your modem and router. Unplug both devices, wait 30 seconds, plug in the modem first, wait for all lights to stop blinking and turn solid, then plug in the router. This fixes roughly half of all "internet is down" situations. If you still have no connection after the restart, then check the status page.
If Cox shows an outage in your area, you will see an estimated time when service should return. You do not need to call Cox during an outage — they already know about it. If no outage is listed but your internet is still down, move to the next section.
Key Takeaways
- The Cox service status page at cox.com/residential/support/status tells you when ready whether an outage is affecting your zip code.
- Restarting your modem and router by unplugging both for 30 seconds fixes most connection problems before you need to contact Cox.
- If Cox reports no outage but you have no internet, the problem is with your modem, router, or the line running to your house.
- Cox support can run a remote test on your modem to see whether it is connecting to the network, which takes about five minutes.
- If your modem is not connecting, Cox will usually send a replacement at no charge if you are still under warranty.
What the lights on your modem actually mean
Your Cox modem has several lights on the front. When everything is working, the power light is solid green or white, the internet light is solid green or white, and the WiFi light (if your modem has one) is solid green or white. Blinking lights mean the modem is still starting up or trying to connect. Lights that are off or red mean something is wrong.
If the power light is off, check that the modem is plugged in and the outlet has power. If the internet light is red or off after you have waited five minutes for startup, the modem is not connecting to Cox's network. This usually means either the cable running into your modem is loose, or the modem itself has failed. Unplug the coaxial cable (the thick cable that screws onto the back of the modem), wait 10 seconds, and screw it back in firmly. Wait another two minutes and check the light again.
If the internet light is still not solid green after that, the modem likely needs to be replaced. Call Cox support at 1-800-234-3993 and tell them the internet light will not turn solid green. They can run a remote test to confirm the modem is not connecting, and they will usually send you a replacement modem to arrive within two to three business days.
When to call Cox support instead of waiting
Call Cox if the internet light on your modem is red or off after you have restarted the modem and checked that the cable is tight. Also call if the status page shows no outage but you have been without internet for more than 30 minutes after restarting. Have your account number ready — you can find it on your Cox bill or in the Cox app.
Cox support can see whether your modem is connecting to their network from their end, which takes about five minutes. If the modem is not connecting, they will send a replacement. If the modem is connecting but you still have no internet on your devices, they will walk you through checking your WiFi settings or the ethernet cable if you are using a wired connection.
Do not call Cox during a widespread outage — the wait times will be very long and they cannot fix the outage any faster. Check the status page first. If it shows an outage affecting your area, wait for the estimated restoration time or check back on the status page in an hour.
How to check if the problem is your WiFi or your modem
If your modem lights are all solid green but you cannot connect to the internet on your phone or computer, the problem is usually your WiFi or your device, not Cox's network. Try connecting a device directly to the modem with an ethernet cable if you have one. If that device can reach the internet, your WiFi is the problem. If the device still cannot reach the internet, your modem is not actually connected to Cox's network even though the lights look normal.
To restart your WiFi without restarting the modem, look for a small button on the back of your modem labeled WiFi or Reset. Press and hold it for 10 seconds. Your WiFi will turn off and back on. Wait 30 seconds and try connecting again. If you still cannot connect, forget the WiFi network on your device and reconnect. On most phones and computers, you can do this in the WiFi settings menu.
If you have restarted the WiFi and still cannot connect, or if you connected with an ethernet cable and still have no internet, call Cox support. They will need to troubleshoot your modem's connection to their network.
What an outage means for your bill
If Cox has an outage affecting your home and you lose internet service, Cox will credit your account for the time you were without service. You do not need to call and request the credit — Cox tracks outages and applies credits automatically. The credit is usually a prorated amount based on how long the outage lasted.
If you had an outage that lasted several hours or more and you do not see a credit on your next bill, you can call Cox and ask them to review the outage. Have the date and time of the outage ready. Cox support can see the outage in their system and will add the credit if it is missing.
Using the Cox app to check your account and service
The Cox app (available on iPhone and Android) shows your account information and lets you restart your modem remotely. Open the app, go to the Support or Service section, and look for an option to restart your modem. This is useful if you are away from home and someone there has lost internet, or if you want to restart without walking to where the modem is.
The app also shows your data usage if you have a data cap, and it lets you pay your bill or view your account balance. If you forget your Cox username and password, you can reset them in the app without calling support.
Frequently Asked Questions
How long do Cox outages usually last?
Most outages last between 30 minutes and two hours. Larger outages affecting many neighborhoods can last longer. The Cox status page shows an estimated restoration time when an outage is reported. If the outage lasts longer than the estimate, Cox will update the page.
Can I get a refund instead of a credit if Cox was down for a long time?
Cox applies credits to your account for outages, not refunds. The credit appears on your next bill as a reduction in what you owe. If you have questions about how much credit you received, call Cox and they can explain the calculation.
What should I do if the Cox status page says there is no outage but my whole neighborhood has no internet?
The status page updates when Cox receives reports of an outage, but there can be a delay of 10 to 15 minutes. Check back in a few minutes. If your neighborhood still has no internet and the page still shows no outage, call Cox support at 1-800-234-3993. They can see outages that have not yet been posted to the public status page.
Do I need to do anything special to get a replacement modem if mine fails?
Call Cox support and tell them your modem is not connecting. They will run a remote test and send a replacement if the modem has failed. You do not need to return the old modem when ready — Cox will include a prepaid shipping label in the box with the replacement. Most replacements arrive within two to three business days.
Why does my internet keep dropping even though Cox says there is no outage?
Intermittent drops usually mean your modem is losing its connection to Cox's network, often because the coaxial cable is loose or the modem is overheating. Check that the cable screwed onto the back of the modem is tight. Make sure the modem has space around it and is not in a closed cabinet. If drops continue, call Cox support — they can check whether your modem is stable from their end.