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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!
Super Disappointed
Was looking forward to the great promotion that was offered to us as internet customers. Signed up for the two lines at the discounted rate and when it came time to activate the phones, mine went smoothly, and my wife’s phone has yet to be activated. It’s been 4 days that she has been without service now as a result of this with no way to switch her back to our old provider as her number is locked to COX now for 90 days. I’ve been told three times now that “it’s been sent to the escalation team” to get it resolved and am highly doubting that this will be fixed. My wife needs service as she leaves the house multiple times a week with our toddler and everyone trying to contact her phone number is not able to reach her. Really hoping this can get resolved so we can put this behind us, other wise COX will need to compensate for leaving my wife without cell phone service.
Long time Cox customer . . . RUN AWAY FROM MOBILE
I have been a Cox home internet and landline phone customer for almost twenty years, and I am a loyal supporter. Their service in my state is excellent, especially compared to the competition. So I decided to take advantage of a Thanksgiving, 2024 deal. BIG MISTAKE. Long story short: a technical glitch on their end resulted in me not getting the special offer they advertised. I gave up on spending literally HOURS on the phone, going back and forth between tech support and the customer loyalty departments, but it is clear they are NOT ready to do Mobile service. The phone itself works fine, and we have no complaints about the cell service in our area, but hopefully we never need any tech support or other Cox service for the 2 years that we're stuck with this.
3.5 hours to correct my bill
I've been on the phone and on chat for 3.5 hours. Cox added an extra phone line and charged me for it. I have no extra mobile line. The first loyalty team member disconnected me. It takes a long time to get past all the people to get to the 2nd loyalty team member. She told me that she had removed the extra phone line and just ended the chat before I could tell I needed a refund for their billing me for one month of this line I did not have. At the end of 3 hours, I finally go a hold of a 3rd loyalty team member. It took a half hour more for her to remove the extra line and to give me a refund for what they charged. WHY DOES IT HAVE TO TAKE SO LONG TO GET A SIMPLE THING DONE? Normal businesses would not get by with keeping for 3.5 hours to settle a small request. Why does Cox get to take so long? And why doesn't Cox have a complaint line? Cox managers will NEVER read the note I post her. I am very displeased with Cox's customer service!!!!!Not just Cox Mobile but service from Cox in general
Let me start, I have been a loyal Cox customer for over 10 years. I have rarely had a complaint until the last few months. It started when we had to move due to renovations at our apartment in March. I called Cox and arranged a moving date. I was told that our new apartment was Cox ready. The day of the move came and the technicians came to move us over to the new apartment. First, the techs seemed unsure of what they were supposed to do. They said everything was set up and left It was about a month later, we finally started getting into a routine. I went to use the Home life app and I couldn't log in. Another technician came who had to call someone else. We were never set up with Homelife. Three hours late and being charged for a service that was never set up and we got Homelife and a $75 charge to install the service. That finally got resolved Next issue: I got an email from Cox that my address was wrong on my Cox Mobile bill. I was going to lose service. Why wasn't this charged in March? It is now May. My roommate had health issues and one phone wasn't cutting it. We called to get a new line and phone. The woman said that she could get me a Samsung phone for free due to a promotion anda $21. Shipping fee. When the email came it wasn't a Samsung but a cheaper phone. After 3 hours, we finally got a Moto G like mine and a $32 shipping fee - note the price change and 2 day wait to get a refund. I used to say that I love Cox due to the great customer service. Coworkers would tell me horror stories but I thought they were pulling my leg. Lately, we have Google fiber and Verizon trying to get my business. I am starting to consider whether I should be looking at them especially in light of Cox being taken over by Spectrum which has a worse reputation for customer service than Cox. Being charged fir a service that was never installed in our new apartment and all the other issues is frustrating. I am putting this down so maybe Cox can get their customer service straightened out before they lose more customers.
Disappointed
I just wanted to share my recent experience with Cox Mobile. I recently signed up for their cellular service, and during the sales process, I made it clear that I had an international trip coming up. The rep assured me there would be no issues — just call customer service and purchase a travel pass before the trip. Well, now I’ve found out there's actually a required 30-day grace period before I’m even eligible for international service. This was never mentioned upfront. I feel completely misled — a classic example of a dishonest sales tactic. To make matters worse, I contacted customer service and was told there's nothing they can do to resolve my issue. I’m now stuck traveling internationally with no cellular service. I was already skeptical about switching from Verizon, and now I’m locked into a 2-year contract with a company that clearly doesn’t prioritize transparency or customer
Mobile discount is a scam
Cox promises a discount of $14.99 on the current internet plan for signing up with mobile. That offer is on at least 5 places on the Cox website. But they don't honor that. After multiple calls and online chats with multiple people, I was told that I'm not eligible for that because I already have discounts on my internet plan. they said the offers are not "stackable." but the offers say: Save $14.99/mo on your current internet plan (for 24 months) when you add Cox Mobile! that means the one you have. It does not mean that they will raise the price by over $100 so they can give a $15 discount. Not the price before your current discounts, but "your current internet plan." I have scoured the website for any reference to the inability to apply that discount with another one on the account. That information is nowhere. This is a fraudulent bait and switch. Don't fall for it
