Cox Restores Service To Over 80% Of Customers; Spectrum Continues To Work On Restoration

September 22, 2020

Cox Communications has restored service to at least 83% of their customers, while Spectrum said they are continuing to repair outages.

Cox Communications

Cox Communications said that they are making significant progress in restoring its network and services.

Following Hurricane Sally making landfall, 93% of Cox customers along the Gulf Coast were offline. As of Monday, that number has been reduced to 17%.

“Our team continues to work tirelessly to get the Gulf Coast reconnected,” said Anthony Pope, senior vice president and region manager of Cox Southeast. “Once power came back on in the community, we’ve been able to reconnect a large majority of our customers to the services they enjoy. We still have work ahead, particularly in the hardest hit areas, and we will not rest until the network has been restored.”

Cox brought in technicians from around the region to assist with this process.

“I’m very proud of the work our team has done to reconnect so many of our Gulf Coast neighbors.” said David Deliman, market vice president of Cox Gulf Coast. “As businesses reopen and school is looking to restart, we are committed to completing repairs to the network this week.”

Spectrum Communications

An unknown number of Spectrum customers remain without internet and cable following Hurricane Sally last week.

NorthEscambia.com reached out to Spectrum. We were told Monday afternoon by Spectrum Senior Director of Regional Communications South Patti Michel that the cable company should be able to provide a restoration update in terms of a percentage to us on Tuesday.

“The vast majority of outages following Hurricane Sally are caused by downed trees and resulting loss of power. Spectrum services are often restored with, or immediately following, restoration of power at the customer’s location. However, in some cases, Spectrum services may still be affected even after power returns to a home or business,” Spectrum Senior Director of Regional Communications South Patti Michel said in an email.

“Outages caused by damage to Spectrum’s network or lines will be restored as quickly and as safely as possible by our technicians as soon as they can safely access these sites. We appreciate customer’s patience as we work to restore services,” her email continued.

Courtesy photo for NorthEscambia.com, click to enlarge

Comments

31 Responses to “Cox Restores Service To Over 80% Of Customers; Spectrum Continues To Work On Restoration”

  1. cyndee on September 26th, 2020 5:23 pm

    Power went out around 9:15 Tuesday, September 15 and naturally there went cable and internet. Power was restored Friday, September 18 around 5:30 p.m. Still no cable or internet. I’m aware that technicians are working hard but when I drove from my home off Burgess Rd to downtown Pensacola yesterday, I did not see a single Cox Communications truck working anywhere. My frustration is the lack of news from Cox itself. Gulf Power had an outage map and constantly updated it with the latest percentages on power restoration. With so many people working from home (me included) the lack of internet is costly. I’ve been a Cox Communications customer for over 25 years and am now seriously thinking of switching.

  2. Carrie on September 25th, 2020 10:42 am

    It is now Friday the 25th and still no internet. I work from home and depend on this for my job. I have been given the runaround since Monday. First they said it would be restored Monday morning then they said Monday evening then they said Tuesday morning then they said by the end of the week and now it says nothing. There is no way that 80% of people have their Internet and cable restored. I cannot get a straight answer from anyone of when my Internet will be back on. I live on Johnson beach in Perdido Key.

  3. Tiffany on September 25th, 2020 8:24 am

    Still no internet here off of Kingsfield. I am beyond frustrated.

  4. Heather Diamond on September 25th, 2020 6:17 am

    Myrtle Grove area here, off Fairfield. Still no internet, no communication as to when it will be restored. Called and spoke to someone in West Texas who was a little annoyed as well because he knew the phone calls he was going to get. I wish we had something to go by. Tired of the same generic message. Also, I wish I had a different option than having to be with Cox. I have not seen one Cox truck/van working, all I have seen them do is drive around. Sadly, in the days we are living in, having the internet is just as important as having power. I hope they use this as an opportunity to restructure their equipment to handle these types of situations, especially being a monopoly in the area.

  5. Victoria Joshua on September 24th, 2020 4:06 am

    All the way in Vegas and my wifi has been out for 2 months. Make it make sense.

  6. Bill on September 23rd, 2020 6:03 pm

    Just found this today:

    https://www.cox.com/residential/disaster-relief.html

    “When can I expect my services to be restored?

    We’ve made a lot of progress reconnecting the Gulf Coast after Hurricane Sally and expect to have most customers back online by Friday, 9/25. There is more extensive work to be done in Perdido Key, Southwest Escambia County, Cantonment, plus other small pockets where our network infrastructure was more heavily damaged. In those harder hit areas, you may experience longer restoration times, as we work to repair more severely damaged network equipment. We will email you when services are restored in your area.”

  7. Laura B on September 23rd, 2020 1:48 pm

    Spotty service in Beach Haven area, near Navy Point. I have seen no Cox trucks on West side. I have 3 tvs, each with a mini-box. Only ONE box works. COX customer service rep I was texting with replied to say there’s still an outage here. Only 1 cable comes to my house from the pole, so why don’t ALL my mini-boxes work? He said they each work off a separate transmitter, & not all transmitters are repaired yet. Strange, and very frustrating. Hope they get more fixed, SOON!

  8. Rp on September 23rd, 2020 9:12 am

    Still no cable in Forest Creek and don’t know why because it is working on Pine Forest rd where we are feed from!!!

  9. Fred on September 23rd, 2020 7:58 am

    Cox a communication company you cannot communicate with.
    I have twisted the cables off trying “their fix”

  10. Nocox on September 22nd, 2020 11:13 pm

    I live on the westside of Pensacola and still no Cox internet. I’m pretty sure they’d laugh on the other end of the line for a credit of the missed days of service.

  11. Tony Vitale on September 22nd, 2020 10:39 pm

    I call BS as well. I’m in Cantonment off W Roberts. All my neighbors are without as well. You text update to cox and their reply is always the same…. Cox: Our technicians continue to work to resolve the problem in your neighborhood. Currently, there is no estimated time for when service will be restored. like the rest it’s a crock the more than 80% are back online! Hard to work from home without internet! Get it together Cox!

  12. Alex Torres on September 22nd, 2020 6:31 pm

    I live on 1025 Gonzalez Park Dr. Cantonment – No Service-
    I haven’t even seen a cox truck on the road. I call BS

  13. mat on September 22nd, 2020 6:20 pm

    The Cox store on Hwy 98/ Blue Angel Pkwy was closed today
    and yesterday. The lights were ON inside so they had power.
    The sign on the window said “The store is closed due to weather.”
    The store on Bayou Blvd next to Target was OPEN today.
    I guess one store cares about the customer and the other one does not.

  14. Absolutely Disgrace on September 22nd, 2020 6:01 pm

    Absolutely disgraceful performance. In all my years as a fan of cox, I have never seen a company so lazy and pathetic. I’m taking my fanhood to AT&T where it looks like they know how to have good customer support.

  15. Rp on September 22nd, 2020 4:01 pm

    All of the Cox customer service representatives are out of town and don’t have a clue about what has been repaired!!!

  16. DISCONNECTED in Ensley on September 22nd, 2020 3:14 pm

    There is NO WAY 80% has been restored! As someone who pays over $170/month for Cox services & depends on their internet to work from home, this is UNACCEPTABLE. (Thank goodness I am not in the position of having kids that require it for homeschooling.) What I am most disgusted with is the constant misinformation or complete lack of information altogether coming from them. First I was given incorrect ETA’s that would continue to be pushed out, then canned response of “working on it” with no ETA in sight. Cox, your ability to recover & service customers that depend on you for more than just entertainment leaves an awful lot to be desired.
    AT&T is thisclose to gaining a customer.

  17. JJ on September 22nd, 2020 2:06 pm

    And our remote kids start school tomorrow and I am unable to work. Power was restored Saturday in my area, so there is no issue there. Cox tell the truth!

  18. Michelle MacNeil on September 22nd, 2020 1:50 pm

    There is still no internet in much of North Hill and Long Hollow near downtown Pensacola.

  19. Just saying on September 22nd, 2020 1:48 pm

    Trouble with Cox since August. This hurricane is just an excuse. Called and was told to go on line. Really ! How if no internet to connect me. One call I was connected with an cox tech in Iowa.
    She said oh Pensacola has lots of problems and connected me with someone, who I believe wasn’t in the country.Asked for a technician to come and see if issue with the line to the house. Little help. Put me on hold for 30 minutes.
    Poor customer service. ATT here I come.

  20. Jack Mehoff on September 22nd, 2020 1:40 pm

    I live near Tate road close to Tate High School and the wifi we have from cox has been out ever since we got power back on Friday evening

  21. Ash on September 22nd, 2020 1:38 pm

    The final 17% must also include the Brent area in the center of Pensacola. Maybe I’ll get really lucky and finally know what it’s like to be in the 1%.

  22. Cox cable lies on September 22nd, 2020 11:24 am

    Cox is either lying or clueless because there is no way to 17% of customers are without cable. What a crock!

  23. Jason on September 22nd, 2020 10:34 am

    That final 17% must include Perdido Key, Pensacola Beach and the Cantonment / Gonzalez area.

  24. Cp on September 22nd, 2020 10:03 am

    Cable is still out in forest creek subdivision off west Roberts rd!!!

  25. Rp on September 22nd, 2020 9:58 am

    When is Forest Creek off west Roberts coming back on?

  26. Lifendason on September 22nd, 2020 9:57 am

    I wonder how mediacom is doing because I still don’t have internet.?? Thinking of switching to AT&T.

  27. Peggy Sue on September 22nd, 2020 9:48 am

    Now if only they could give a real estimated time of repair to the remaining 17% of us that would be great. Come on Cox….you think ya big company like you could do such a thing instead of these silly automated responses that have not changed over the last 6 days. Just a suggestion on transparency.

  28. Glenn Caro on September 22nd, 2020 9:01 am

    We go not have service and we cannot find out a shred of information from Cox about what they are doing or when we can expect something to happen.

  29. Angry Customer on September 22nd, 2020 8:33 am

    As evidenced by this news story, Spectrum is garbage. “An unknown number” how is that possible?? They cannot keep track of their own outages? We were told for days that there was no estimated time for restoration, meanwhile, every other ISP was able to provide that information. Anyone work for an ISP and want to get more customers, come to the north end of the county, off Quintette and you will get several. We have zero happy Spectrum customers up here. AT&T, if you’re reading this … I’m talking to you!

  30. Jeff on September 22nd, 2020 7:34 am

    I highly doubt they’re at 80% ….I would say more like 20%…cable and internet still out at 297a and Kingsfield

  31. Robert on September 22nd, 2020 7:08 am

    I dont know where cox’s 80% is but I keep getting the runaround with my service. They keep telling me a time and it passes. I am not happy with the customer service they are providing in this time. I understand what is going on, but come on
    An outage map would be nice, at least with Gulf power they provided daily updates, and a outage map to keep you updated.





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