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I have been trying to get some answers since 27 June 2025. On the 27th of June, I logged in to my COX mobile account to see the usage history for #######. For some reason, it said that there was no usage history because no device was associated with the account. I signed up for COX mobile near 25 May 2025. I ordered a phone and when said phone arrived, I activated it. I proceeded to put that number on all my resumes, applications and other documents. I gave that number to friends and used it as the number for the 2-step verification for certain bank accounts. Needless to say that I was surprised that I needed to "activate device". I had already done that in May and yet the chat support agent said that the activation was incomplete and I had to complete the activation. I started the process and it only gave me the option to get a new phone number. I did not want a new phone number. The agent insisted. I decided to trust the agent. Now I know that was a bad idea. I went through the entire process of activating my device. Everything looked good. Then - for no reason - the page refreshed and said that no device was associated with the account. I went through the entire process again with the same result. Not willing to do it again, I decided to call support. After being transferred 5 times, I was told that it can be fixed and I could get the original phone number. All numbers were erased from my phone. I logged in and there was a new phone number associated with my account. I got a new eSIM on my phone. I called support again. After being transferred another 5 times, I was told that the error was fixed, and I just had to hold for a bit so they can get my original number back. Once again, all numbers from my phone were erased. I logged in to my account on my computer and I had a new phone number. I got a new eSIM on my phone. And I called support again. After being transferred 5 times, I was told that this keeps happening because there is no other phone number to call me once the numbers are deleted from my phone. 28 June I asked my neighbor to come over and let me have the agent call his number. And I called support again. I was told that using my neighbor's number would not help. This time a CUI# was created. I was told that it would be resolved within 48 hours. As I was thanking the agent, the call was disconnected. Once more, all numbers from my phone were erased. I spent the weekend with no phone number. 30 June On Monday, my phone prompted me to get another eSIM. I logged in and my number was restored. All I had to do was activate it. Everything looked good until I reached a page to fill in all the information to port the number. I filled in the information truthfully. I got the number from COX, at this address, same account number. It said there was an error. I got back into the chat with support. They could not do it either. I was given a ticket # and told to wait 72 hours. 1 July I was prompted to get yet another eSIM. After logging in and finding a new phone number, I called support on Tuesday. I was told by one agent that it is impossible to get a previous number back. I said that I had not heard that yet, but I am starting to believe it. After explaining my situation, I was given a request # and told to wait for 2-3 days for someone to call me. 5 July I called support, told my story, got transferred, waited on hold, told my story, got transferred, waited on hold, told my story, and was told that it might take until Wednesday to get an answer. A few hours later, my phone was prompting me to get another eSIM. I logged in and there is a new number! I have had more phone numbers in this last week than I had in my entire 50+ years on this planet before I met COX. I do not know how many job offers I have missed. I cannot get past the 2-step verification for certain accounts. I do not want another new number! I want the original number. Is there anything COX can do to convince me to stay? Yes. A credit on my account. Especially since there is no usage history!
Unreliable service
For the past three weeks I have had constant disrupted service. Dozens of times a day some days. I have reset the router so many times I feel like an employee. I have called customer service multiple times. They “send a signal” that works for a few hours and then it goes out again. I am beyond frustrated at this point. I have a state board exam to study for and I need internet access. This over priced unreliable service has me livid. Customer support always has an excuse line up grade, weather, blah, blah, blah. They always try to get me to upgrade or get a cell phone plan. If I cannot even get the service that I’ve paid for why would I want a phone or upgrade? I’m on the brink of cancelling my service. This has gotten to be ridiculous!!! This happening to anyone else in the Wichita Kansas area?
Intermittent Connectivity Issues
I recently moved and previously had zero issues with connectivity. From day 1 in the new home, the internet would disconnect every 90-120 minutes. I have contacted customer five times, twice over text and three calls. The first two were taking so long to respond I figured I would just restart the modem myself. That worked until the eventual disconnection about an hour and a half later. Finally I call, speak to someone who seems like he knows what’s going on and offers to send the technician out for free if the issue persisted. Great! The issue persisted, I call from work the next day but the new customer service rep insists I have to do the troubleshooting now for the fourth time. I ask if he can send the tech out and read the previous rep’s notes. He said he didn’t see any notes regarding sending a tech out and it could be a $100 charge because we didn’t do the troubleshooting. I decline and say I’ll call at home so we can do the troubleshooting again. I get home, call the service line again, same troubleshooting, same claim that the issue is fixed. I tell her that this is now the fifth time and what would it take to send a tech out. I get the same line from her to call back if the issue persists. At this point I’m wondering if there is some magic number of times calling customer service I need to reach before they actually send someone. I ask for a manager, who then says she sees no problem, but now it’s a potential $75 fee for the tech visit. On top of all this, I keep getting pushed to the app THAT WONT WORK IF THE GATEWAY ISNT CONNECTED TO THE INTERNET. So is it free, $100, or $75? Is it based on troubleshooting or is it based on complaining to a manager or getting the right rep? I’m debating terminating the service because of how awful it’s been dealing with them.
Common Denominator
Just putting this here because I’ve recently had so many issues out of this internet service in the past two months, after 4 years of no problems. I’m noticing from multiple forums that this company as a whole just flops, but because all of us are in areas where there’s no other options, we are subjected to this mediocre internet provider. Trust me, if I could’ve, I would’ve swapped back to Comcast. Never had an issue with them. Got a new modem, had a technician come out, yet it only gets worse the more help I receive from these absolute clowns. I’m filing a formal complaint. Doubt it’ll do anything but they can still shove it.FYI - Once again, unable to perform Searches on Contour 1 DVR
The problem: On Friday, 6/27/2025, I encountered the following previously reported (and resolved) search problem associated with Contour 1 DVRs: While I can see the TV guide entries well into the future by scrolling through the guide, when I do a search for a specific show (e.g., "Mannix", "ABC World News") I am unable to get any hits (this time) beyond Monday, 6/30/2025. I have unplugged/waited-a-few-minutes/plugged in the DVR to let the software and guide reload, but that did not help. That day (Friday), I submitted the problem to cox.help@cox.com. Cox Help (CCI-Atlanta)/"Juan" quickly responded and submitted a trouble ticket (number CUI000017461739). As of this moment, 12:40 pm (Eastern) Sunday, 6/29/2025, the problem has not been fixed. I'll report back on this forum when the problem is resolved. The problem was most recently identified in this forum by RickH about a month ago. Background: This exact same problem has occurred several times in the past, most recently one month ago. Following are the occurrences and the associated ticket numbers: 6/27/2025 - (current occurrence) - ticket CUI000017461739 5/26/2025 - ticket CUI000017335487 4/4/2025 - ticket CUI000017198245 12/2/2024 - ticket CUI000016769324 8/16/2019 (I don't have that ticket number). Having the above ticket numbers should help the technicians more quickly understand and resolve the problem. I documented the problems in 2024 and 2019 in the Cox TV Forum under forum userid Jupiter852, and RickH reported the May 2025 occurrence in the Forum. Jupiter852
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