Hello LadyValeria,
I myself had issues similar like what you are seeing and understand how important it was needing to prioritize purchases till that cleared up. I'm sorry that the self-help options resulted in errors when attempting online within MyAccount or the Cox App. I get how crucial it is to remain connected especially if you or family work or learn remote.
We would need account specifics to answer billing details, and we don't want you to post your account billing details on this platform, but you may email us at Cox.Help@cox.com with your first and last name, complete address, and the URL link to this forum comment you've shared. Another option is you may reach our Collections Department (even if your account is not in Collections) by calling 1-866-647-4482 24/7 to go over any possible payment arrangements.
Should others in the community want to know how to make a payment arrangement or extension, these steps online should work https://www.cox.com/residential/support/scheduling-a-payment-option-online.html. If issues arise like the example above, please reach out over the phone or feel free to email us at Cox.Help@cox.com for billing questions/help.
