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Do you need to disconnect your Cox internet service? Whether you're moving out of state or switching to another provider, you can easily cancel your Cox service by calling Customer Care or visiting a Cox retail store. If you're not in a contract, you won't have to pay any fees to cancel Cox as long as you return your leased equipment in a timely manner. This wikiHow article cover everything you need to know about canceling your Cox residential internet service, from avoiding termination fees to properly returning your equipment.
Things You Should Know
- To cancel, you'll need to call 1-888-952-3278 or visit a Cox store. It's not possible to cancel online.
- If you have a 12-month or 24-month contract and want to cancel early, you'll need to pay an early termination fee.
- If you're not in a contract, Cox will prorate your bill based on your cancelation date.
- If you have multiple Cox services, such as internet and a cable TV package, you can cancel internet service and keep cable (or vice-versa).
Steps
Section 2 of 2:
How to Cancel Cox Internet
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Call Cox at 1-888-952-3278 or visit a Cox store location. While Cox does have an online chat feature for quick access to tech support and billing assistance, you can only cancel your service by speaking to a Customer Care representative directly. [3] 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.
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Tell the representative that you want to cancel your internet service. You will need to present a convincing excuse, as representatives are trained to try to talk you out of canceling. If you have a solid excuse that an agent cannot argue with, you shouldn't have any trouble. For example, you can say you're moving to a location that does not have Cox service or that your employer is now supplying your internet access.
- 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.
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Get all of the cancellation details. Make sure you completely understand the terms of the cancellation before you hang up or leave the store. Verify that your service is, in fact, canceled, and make sure you know your last date of service. Write this information down and keep it handy.
- 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.
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Return your equipment. If you lease any internet equipment from Cox, such as a Wi-Fi router and/or modem, you'll need to return it within 10 days of cancelation to avoid charges. [5] X Research source Be sure to return all Cox equipment, including the power cables, so you're not charged.
- 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.
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Move your Cox email content to another email provider (optional). While Cox no longer offers new email addresses to customers, some longtime subscribers still have and use @cox.net email. [6] X Research source After you disconnect your service, you'll receive an email from Cox containing instructions reminding you to save or move your email to a new provider. [7] X Research source
- 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.
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Tips
- Canceling over the phone can save you the hassle of visiting a store in person. However, if you visit a store to cancel, you can save time by bringing any rented Cox internet equipment (typically a Wi-Fi router and modem, or modem/router combo) with you to drop it off.Thanks
- If you're switching to another internet provider , schedule your installation for a time and date before you cancel your Cox service to avoid gaps in service.Thanks
- If your early termination fee is higher than you'd like to pay, you may be able to save money by downgrading your service or removing add-ons like cable TV packages.Thanks
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References
- ↑ https://www.cox.com/aboutus/policies/service-agreement-24.html
- ↑ https://www.cox.com/residential/move.html
- ↑ https://www.cox.com/residential/support/disconnect-or-cancel-service.html
- ↑ https://www.cox.com/residential/contactus.html
- ↑ https://www.cox.com/residential/support/returning-your-cox-equipment.html
- ↑ https://www.cox.com/residential/support/cox-email.html
- ↑ https://www.cox.com/residential/support/disconnect-or-cancel-service.html
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