Short version: porting one mobile line under your ‘5‑year price lock’ promotion caused my internet price to jump and my deal to be removed.

I recently signed up for your “bring your mobile phone and lock in your internet rate for 5 years” offer on my 2‑gig internet plan. After moving two mobile numbers to you, I tried to upgrade to a new iPhone and was told that because my BYOD line was already active, I would have to port the number out and then back in. When I ported out one of the two lines, my internet price immediately went up and I lost the 5‑year price‑lock, even though your terms say only one active mobile line is required—and I still had one.

From there, things got even more confusing. When I called for basic porting questions, I was told my number could never be brought back to Cox, which turned out to be untrue. I requested a port‑out PIN for one line, but the agent instead scheduled my account for disconnection and sent the PIN to the other line, forcing me to call back, wait again, and fix the mistake. I still received a disconnection notice even though I had an active line and no intention of canceling it. I was also told I could not switch numbers on the new iPhone (also untrue), so I ended up porting out and back multiple times just to get the phone and number configuration I wanted.

Throughout all of this, I have not been able to get a clear, consistent answer about my internet pricing. I was initially locked in for 5 years, but after the port‑out my price changed. I am being told Cox “changed rates,” which makes the price‑lock feel meaningless, and that I should switch plans for a lower rate instead of anyone explaining why I lost the original deal when I still met the stated requirements. My latest email says my promotional rate ends next year, while a representative told me to “ignore” that email—yet the terms are in writing and directly contradict what I’m being told.

Support channels have made this worse, not better. Chat repeatedly transferred me from one agent to another, forcing me to re‑verify my identity every time, and my questions about pricing and eligibility were never directly answered. If I used a nickname instead of my full legal name, I was told the “account owner” had to contact you, even after I explained it was just a shortened version of my name.

I am asking for three things:

1. A clear explanation of why my internet price changed and why the original 5‑year deal was removed when I still had an active mobile line.

2. Restoration of the original 5‑year price‑lock (or an equivalent adjustment) if I meet the eligibility requirements you advertised.

3. Written confirmation of my internet pricing and exactly how long it will last, so I am not relying on verbal promises that conflict with my account notices.

Please review this situation, correct the errors on my account, and ensure that future communications and agent guidance are accurate and consistent. Can anyone from Cox confirm why the 5‑year price lock was removed and restore it if I still meet the terms?