This information was updated on Oct. 25, 2019

Due to strong winds and other weather conditions that create an elevated risk for wildfires, San Diego Gas & Electric (“SDG&E”) and Southern California Edison (“SCE”) have notified us that they are implementing their Public Safety Power Shutoff (“PSPS”) programs in parts of their service territories.  SDG&E and SCE have shut off power in some areas, affecting customers like you and Cox, and are monitoring weather conditions in other areas to decide whether additional shutoffs are necessary.

Due to the PSPS shutoffs, Cox services may be interrupted.  Although PSPS events are not caused by Cox, when our services are interrupted, we will work diligently to maintain and restore your services in conditions that are safe for our employees, our customers and the communities we serve.

For further information and updates, please go to:

SDG&E:

https://www.sdge.com/wildfire-safety/public-safety-power-shutoffs

 

SCE:

https://www.sce.com/safety/wildfire/psps

 

 

Here is some helpful information regarding Cox services during a PSPS:

What is a Public Safety Power Shutoff (PSPS)?

California power utilities may shut down electricity during fire-risk weather in order to reduce the risk of wildfires. The Public Safety Power Shutoff (PSPS) could lead to multi-day power outages in at-risk areas during periods of extremely hot, dry and/or windy weather.

Where can I find out if my power will be shut off?

You can learn more about planned shutoffs on Southern California Edison’s website or San Diego Gas & Electric’s website.

For updates on how long the SCE or SDG&E power outage will last or other related questions, we recommend that you call SCE directly (1-800-655-4555) or SDG&E directly (1‐800‐411‐7343),

How long will a shutoff last?

That is determined by the power company and is based on weather conditions. You can go their website for more information and updates.

How is Cox preparing for a potential PSPS?

We work closely with public safety agencies and monitor the situation to ensure the safety of our network and facilities so that we can continue to serve our customers.

How will my Cox services be affected?

Customers need power in order to access their services via their television, phone or computer, so even if Cox’s network is working, if the power company shuts off service, customers may not be able to access their Cox services.

Cox Voice service may be available if you lose power, but only if you have installed a backup battery in the Cox phone equipment at your home. Backup batteries can provide up to 24 hours of standby service and up to 12 hours of talk time.

For cable and landline telephone customers, how do I access my Cox TV and/or Voice Everywhere services when the power is shut off?

Cox TV service can be accessed by using the Cox Contour app on your mobile device or tablet or by using watchtv.cox.com on your laptop if you have cellular or wifi connectivity. When not connected to your home network, you will only have access to “TV GO” content that is a part of your subscription and labeled “To Go Channels” in the app.

If you are a Cox Voice customer, you can receive and make calls and manage your phone service through the Cox Voice app as long as you have cellular or wifi connectivity.

If my power is out, will I still be able to receive a Reverse 911 call on my Cox landline phone?

Most cordless phones require electricity and won’t work in an outage. In addition, power is needed for telephone equipment and Cox’s network to be accessed. In the event of an emergency, if Cox’s network is operating during a power outage, here are some things you can do to help ensure you can receive a Reverse 911 call:

  • Have a backup battery. During a power outage, your telephone service will not work unless a backup battery is installed in your Cox telephone equipment at your home. You can purchase a backup battery by calling 855-324-7700 or visiting a nearby Cox Solutions Store.

  • Regularly check the backup battery status. A battery light will be illuminated if a charged battery is in your telephone modem. If you don’t have a charged battery in your modem, the modem won’t work.

Where can I get a backup battery?

You can purchase a backup battery for your telephone modem by calling 855-324-7700 or visiting a nearby Cox Solutions Store. Eight-hour batteries range from $29.99 to $79.99, and 24-hour batteries cost between $109.99 and $159.99, depending on the specific telephone modem model.

You can preserve the charge of your modem battery by not talking on the phone unless it’s an emergency. A cordless phone should be plugged in to the back of your telephone modem or it will not function without power. NOTE: During an emergency, your nearest Cox store may be closed due to evacuations.

Does Cox as my landline phone provider send me the Reverse 911 message?

No. Local government emergency services such as the Sheriff’s department handles Reverse 911.

Who should I contact if I have issues with my Cox services after power is restored?

You can contacted Cox Customer Care at 1-800-234-3993, chat with a live agent on our website, or tweet to @CoxHelp on Twitter. We also recommend you download the Cox Connect App to get support.