We are currently investigating a network outage affecting all Cox VPS instances with IP addresses beginning with 24.120.*. Services on these addresses may currently experience loss of connectivity, packet loss, or unstable connections.
The incident was initially caused by an upstream power failure. When the outage began, service was expected to recover within approximately one hour. Power was subsequently restored as expected and other related network services recovered, but the dedicated Cox connection did not return to normal operation following power restoration.
Further investigation found that the connection configuration and actual routing and forwarding state of the dedicated Cox service remained abnormal after power was restored. The issue has therefore been narrowed down from the original power and broader network event to the connection, configuration, and upstream forwarding path of the dedicated Cox service following power restoration. Cox and our upstream network engineers are working together to resolve the remaining issue.
There is currently no indication that the VPS hosts themselves are affected. Existing VPS IP addresses, operating systems, and customer data remain unchanged.
UPDATE | August 16, 9:22 PM EDT
The original one-hour recovery estimate has passed. Power has been fully restored, but the dedicated Cox connection has not yet returned to normal forwarding operation. Both engineering teams are reconfirming the connection state, related configuration, and actual routing behavior while resolving the remaining issues following the power event.
As the final cause is still being investigated, we cannot provide an exact restoration time at this stage. We expect to receive additional findings or a provider update later today and will continue following the incident until the Cox service is fully restored.
Customers with workloads requiring continuous connectivity are advised to temporarily use a backup connection, alternative node, or other available network until service has been restored.
This Cox product is a residential broadband-based service and does not include an SLA availability guarantee. Nevertheless, the incident has been fully escalated to Cox and our upstream network engineering team. Once the incident is resolved, affected customers will receive appropriate service-time compensation based on the duration and actual impact of the outage.
We sincerely apologize for the extended disruption and appreciate your patience while the issue is being resolved.
UPDATE | August 16, 11:43 PM EDT
Cox service restoration has entered its final stage. Based on the latest progress, all services on the 24.120.* range are expected to be fully restored within the next hour. We will continue monitoring the connection and routing state until network stability is confirmed.
We have also started applying a 7-day service extension to customers affected by this outage. No support ticket is required.
UPDATE | August 16, 11:52 PM EDT | Resolved
Cox network service has now been fully restored, and connectivity for all 24.120.* services is back to normal. The 7-day service extension has also been fully applied to affected customers.
Some affected VPS instances are currently queued to power back on. Customers requiring immediate access may click “Restart” directly in the control panel instead of waiting for the automatic startup queue.
We will continue monitoring network stability. This incident is now officially resolved, and we sincerely apologize again for the extended disruption.
Thank you for your business,
NovixLink
