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Loss of Service Threat

Got another letter today threatening loss of phone service, which I'm PAYING FOR!  Cox website has a similar warning when I logged in to my account.  Followed the scheduling link, made my selection (all shown as $0.00) but was unable to "continue to checkout" for the free telephone equipment upgrade.  Browser refreshes back to the same page.    Chat (robot?) wouldn't help me without my disclosing sensitive personal information (not gonna happen).  Should I file a complaint with the Virginia State Corporation Commission?