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COX is seriously going to seriously have to make changes in order to sustain customers in the near future. I have been a long standing customer and I'm at my wits end with dealing with this lack of service.
You can change your plan online with Cox's "Shop For Cox Services". See this post. If you choose to change your Cox services plan online, please post back how it works out for you.
go into a store to make changes.
i did it to drop home phone, had to change out modem + saved money with upgraded speed with contour which include home phone....win/win!!