If you’re moving to a place where Cox service is available, you can transfer your service to the new location to avoid early termination fees. To find out if Cox is available at your new home, visit https://www. cox. com/residential/move. html. There are no transfer or installation fees when moving your Cox service. [2] X Research source
Cox’s Customer Retention team (the people who can actually cancel your account) are available from Mon-Fri 8 AM to 9PM, and Sat 9AM to 6PM ET. [4] X Research source When calling, the automated service will ask you to enter your 10-digit billing phone number. Once entered, choose the menu option to speak to a representative for billing questions. If you’d rather cancel in person, visit https://www. cox. com/local/search to find a Cox store near you.
If you’re canceling over the phone, the agent with will typically transfer you to a customer retention specialist who will try even harder to convince you to stay. The retention agent will usually offer you added features or discounts if you agree not to cancel. If you’re not interested, be polite, but stay firm and reiterate that you want to cancel. If the agent will not stop pressing you to stay, ask to speak to a supervisor. If you have other services through Cox, such as cable or phone service, be specific—if you want to keep other services, you’ll need to let the representative know.
If you have an outstanding balance, you’ll need to pay it before you can end your Cox service. Ask for the remaining balance amount, due date, and payment instructions so you have everything you need. The customer service agent will let you know if you have to return any equipment to Cox. You can return the equipment to a Cox store or via mail. If you want to mail your equipment, ask the agent to send you a pre-paid box and/or mailing label so you won’t have to pay for shipping.
The easiest way to return your equipment is to bring it to a Cox store. You can find a store close to you using Cox’s retail store locator at https://www. cox. com/local/search, or just search for “Cox Store” in Google Maps or Apple Maps. Alternatively, you can return equipment by mail for free. Once you receive a pre-paid mailer from Cox, drop the package off at any UPS Store. Visit https://www. theupsstore. com/tools/find-a-store to find a store near you. If you didn’t ask for a pre-paid mailer while canceling your service, you can request one through Cox live chat support, by phone, or in a Cox store. Regardless of how you return your equipment, make sure you ask for a receipt.
Once you receive the email from Cox, check the date your email access will be terminated, and be sure to notify your contacts of your new email address by that date. You can export your Cox email contacts from any common email app, including Outlook, and import them into your new email account. If you sign up for a free web-based email service like Gmail, Yahoo, or Outlook. com, you won’t have to worry about your email address changing every time you switch internet providers.
