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Cox Outage Affects Thousands Throughout Florida


Updated at 3:34 p.m.: Editor’s note: This story has been updated to accurately report that the outage affects only Florida

Updated at 3:18 p.m.: Users are reporting that their Internet service in Gainesville has been restored.

Original story, July 13, 2016 at 2:49 p.m.: Smith said he expects service to be restored “soon.”

Cable, Internet and phone access was knocked out Wednesday morning for thousands of Cox Communications customers throughout North Florida, with no clear timeline for when it will be repaired.

Todd Smith, spokesman for Cox Communications, said the outage was caused by two fiber cuts in Ocala and Mobile, Ala. Smith said fiber cuts are typically caused by construction accidents, however he said this was not the case in this instance. Smith declined to elaborate on how the lines were cut.

Customers took to Twitter on Wednesday seeking more information and to vent their frustration.

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  1. Ocala has been restored.

  2. Fort Walton Beach is back up

  3. Destin back up.

  4. If you look at their Twitter stream (@coxhelp) you can see that most people were having to complain on Twitter b/c they couldn’t get through on the customer service phone #. That was the problem I had trying to call the office support # for Pensacola: 850-478-0200. It just rang and rang and rang with no human or automated system picking up. Seems like sub-par phone line mgmt for a major cable provider.

    I also tried 877-404-2568, a number I think is really meant for people that have whole packages of home protection/monitoring, and when I punched ‘2’ for internet problems, I got an automated msg saying they were overloaded with phone calls and I would need to call back. So they don’t appear to have any kind of call-back system either for a crisis like this. Being as constructive as possible, I would suggest Cox meet with Gulf Power on how they manage big outages. They seemed to be pretty on the ball the last big outage due to storms and they have phone automation for letting you know when service will be back online (systems says they know there’s an outage, etc.).

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