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Cox customers report internet outage around the Valley due to arson fire pole damage

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Posted at 6:12 AM, Sep 24, 2020
and last updated 2020-09-24 13:00:19-04

PHOENIX — Some Cox users are experiencing an internet outage in the Phoenix area after a fire investigation, and Cox says there is no estimated time of restoration.

A spokesperson for Cox says on Wednesday evening, "an APS pole in Phoenix that housed Cox network was set on fire and burned several thousand fiber connections, which feed customer services."

Phoenix police say the incident occurred around 2:30 p.m. Wednesday near 2nd Street and Bell Road. Fortunately, no injuries were reported, but Phoenix fire investigators believe the fire was intentionally set. Anyone with information about the fire is asked to contact the Phoenix Police Department at 602-262-6141, or Silent Witness at 480-WITNESS (or 480-TESTIGO for Spanish).

Customers started contacting the company overnight, saying the outage started late Wednesday night. On Twitter, Cox responded to some customers saying, "Some customers are experiencing a service interruption. Our engineers are working to restore services as quickly as possible. At this time, we do not have an estimated time for repair. We apologize for this impact."

The Cox spokesperson also told ABC15 Thursday morning, "The Cox team was immediately deployed to the site and has been working all night to repair, and will be bring back services to impacted customers throughout the day."

Down Detector, a website that tracks outages and issues on various websites and services, had more than 100 reports of outages in the Valley around 9 p.m. Wednesday, with more reports into Thursday morning.

The number of customers impacted by this outage is not yet known.

Cox says you can check your account and area to see if you are impacted by the outage online.