Cox grapples with email outage

Tools

Cox Communications said a failure of its email storage platform left subscribers on cable systems in the Midwest and on the East Coast unable to access its email service over the weekend.

The outage began on Friday, and email service was restored to 55 percent of Cox subscribers by Sunday, according to a statement issued by Cox. Email service was restored to all subscribers by 6:30 a.m. ET on Monday, the company added.

Cox wouldn't detail which technology vendors supply it with the storage platform involved with the outage. The MSO also didn't say how many subscribers were impacted, or why subscribers in Rhode Island and other East Coast and Midwest systems lost service while subscribers in Arizona, Nevada and California didn't lose service.

The email disruption is the third major outage that Cox has seen this year that has drawn headlines from media outlets nationwide. In February, Cox blamed a "hardware issue" on an outage that left subscribers in Arizona, Nevada and Southern California unable to access its voicemail system for more than a week. In October, Cox Business subscribers in several states that use its VoiceManager product lost phone service for more than 10 hours because of an outage.

Cox apologized to subscribers that were impacted by the email outage. "We acknowledge the impact of the residential email (or any service outage) has on our customers. We know this experience is not consistent with our promise to deliver reliable products and services, and sincerely apologize for the frustration this has caused," the company said in a statement.

For more:
- WAVY-TV has this story
- DSL Reports has this story

Special Report: Top 10 cable customer service nightmares of 2012

Related articles:
Cox Business suffers major phone outage
'Hardware issue' leaves some Cox subs without voice mail for more than a week