When I changed mine I had to call several times and finally threaten to cancel my services before they would change my usr name. After about half a dozen calls, I demanded a supervisor and told her I was canceling RIGHT NOW unless they stopped the nonsense runaround they kept giving me and lying to me and telling me it couldn't be done. She did it.
What username are you trying to change? Cox employees can't change username, they can only delete them and recreate them with a new name. If its a admin (master) username it becomes even more difficult since you cant erase the admin user from a Cox account, because it needs something to be registered too. And if you can get it done, it will sometimes break things like view/pay bill and internet tools, because those things are still tied to the old admin username. May sound like BS, but its legitimate complications in the system.
With secondary email accounts they can be changed through the Manage addresses link on our site when logged in with the primary. There is not a way to change the primary without going through customer support however. We can do it for you if prefer, please email us at email@example.com with the account's information (street address, name on the account) and we can go from there to make the change.
There is a way we can recover a specific box with the same name, as a example if the accounts are being reordered or during transfers. But you are right if you are changing a primary or not planning on keeping the same email address active the contents cant be moved to another user name server side. They would have to be backed up locally in that case.