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emeraldlinc

Visitor

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2 Messages

Cannot remove ESPN Unlimited entitlement from my account. Cox says ESPN must do it, ESPN says Cox must do it.

I'm a Cox TV customer on Contour Preferred, which includes ESPN Unlimited. I activated it through the Cox activation page (cox.com/espnunlimited) and connected it to my MyDisney login. The activation worked and ESPN Unlimited is still showing as connected.

The problem: I need this entitlement removed from my MyDisney account and there is no way to do it.

What it's causing: Disney+ and Hulu will not let me purchase or change plans. Every attempt is blocked with a message that I have an ESPN account connected through a provider. So the Cox ESPN entitlement is locking me out of managing my Disney+ and Hulu subscriptions entirely.

What I've tried:

  • The Cox ESPN Unlimited page only shows "You're connected" with a Learn More button. There is no disconnect, deactivate, or manage option.
  • Multiple hours on the phone with Cox. Reps say they have no tool to unlink it and that ESPN has to do it.
  • Multiple hours with ESPN and Disney support. They say the entitlement is pushed by the provider and only Cox can revoke it.
  • ESPN's own help article confirms the entitlement is controlled by the provider: it says if you cancel or switch out of an eligible TV plan, the ESPN subscription is canceled on the provider's terms. So Cox's back end clearly has the ability to revoke it.

What I'm asking for: can a Cox support specialist open a ticket with the streaming apps or entitlement team to revoke or deprovision the ESPN Unlimited entitlement tied to my account and MyDisney email? I'm happy to provide account details by private message.

I do not want to downgrade my TV tier just to force this, but I will if that's the only path. Thanks in advance.

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LisaH

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1K Messages

Hi. I apologize that we don't have a way to remove this entitlement. Thanks, Lisa Cox Support Forums Moderator

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emeraldlinc

Visitor

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2 Messages

 

Thanks @LisaH​, but I can't accept that as the answer, because Cox's own product design says otherwise.

 

ESPN's help article for provider activations states that if a customer cancels or switches out of an eligible TV plan, the ESPN Unlimited subscription is canceled under the provider's terms. That means Cox's back end already sends a signal to Disney that revokes the entitlement when my plan changes. The capability exists. What's missing is a way to trigger it without me changing my plan.

 

So I have three specific requests:

  1. Please escalate this to the team that owns the ESPN Unlimited integration (streaming apps, apps hub, or partner entitlements) rather than closing it at the forum level. I'd like a ticket number and to hear back from someone on that team.
  2. If a plan change is truly the only trigger, please confirm in writing that downgrading from Contour Preferred for one billing cycle and returning will revoke the entitlement, and that I will be returned to my current pricing and promotions afterward with no contract impact. If Cox can arrange that as a courtesy fix, I'll take it.
  3. Please tell me who at Cox is responsible for this integration so I know where the issue actually lives. If it's Disney, tell me that plainly so I can go back to them with Cox's position on record.

To be clear about the impact: a free add-on I can't turn off is currently blocking me from buying or changing paid Disney+ and Hulu plans. Neither company will act, and each points at the other. I'm posting here because phone support has already failed twice. If Cox truly has no path, I'll file with the FCC and my state consumer protection office so it's documented, but I'd much rather Cox just fix it.

 

Thanks for escalating.

 

(edited)

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LisaH

Moderator

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1K Messages

Having ESPN+ through Cox does not prevent you from changing your Disney+ package, as you would need to sign in using your Disney+ credentials. Your Disney+ subscription is paid directly through Disney+ and not through a third party.

 

I apologize, but we do not have a way to make the changes you are requesting. To make any changes to your cable service package, you will need to contact an Account Specialist after 8:00 a.m. tomorrow at 1-888-438-6673.

 

For additional information about managing your Disney+ subscription, please visit: https://help.disneyplus.com/article/disneyplus-manage-subscription.  Thanks, Lisa Cox Support Forums Moderator

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LisaH

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1K Messages

I have Disney+ and Hulu and I was able to make changes to my account via Hulu once I select account. I got a redirect that says "Looking to manage your account?" and once I selected it, I get a message saying that I am about to go to an external website. When I select continue, I get an option to manage account and then log in with my Disney+ credentials. Thanks, Lisa, Cox Support Forums Moderator

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