Cancelling your Cox internet service can seem daunting, but it doesn’t have to be. With some preparation and knowledge of the process, you can smoothly disconnect your service.
There are a few key things to keep in mind when cancelling Cox internet:
- You’ll need to contact Cox by phone or visit a retail store – online cancellation is not available
- If you’re under contract, you may owe an early termination fee
- You must return rented equipment to avoid being charged for it
This guide will walk you through exactly what to expect when cancelling, including early termination fees, proper equipment return, finalizing account closure, and more. Follow the steps below for a straightforward cancellation process.
Contacting Cox Customer Service
To cancel your Cox internet service, you’ll need to contact their customer support team either by phone or in person at a retail store. Online cancellation is not possible.
Here are the details on how to reach out to Cox:
Phone
- Cancellation Phone Number: 1-888-952-3278
- Hours: Monday – Friday, 8am – 9pm ET; Saturday, 9am – 6pm ET
When you call, here’s what to expect:
- Enter your 10-digit billing phone number when prompted
- Select the menu option to speak with a billing representative
- Explain you want to cancel your internet service
In Person
- Use store locator: Find a Cox store near you
- What to bring: Equipment you rent from Cox to return at the same time
- What to say: “I would like to cancel my internet service”
Visiting a store allows you to immediately return equipment and finalize cancellation details. However, you may still need to call later depending on account specifics.
Cancelling Your Service
Once connected with a Cox representative, explain again clearly that you wish to cancel your internet service. Be firm in this request, as reps will likely try persuading you to keep your subscription.
Here are key details the rep will need:
- Account number
- Service address
- Requested cancellation date
You’ll also need to provide a reason for cancellation. Explain your situation honestly yet briefly.
The rep may offer discounts or deals to encourage you to stay. You can choose to accept if you wish, but restate cancellation if not interested.
Early Termination Fees
If you’re under a 12 or 24 month Cox service contract, cancelling early incurs an early termination fee (ETF). Here are key details on Cox ETFs:
| Fee | Details |
|---|---|
| Amount | $10 per remaining contract month Max $120 for 12-month contracts Max $240 for 24-month contracts |
| Avoiding ETFs | Negotiate waiver with retention rep Downgrade within service category Wait out contract term |
So for a 24-month contract cancelled after 18 months, you would owe $60 (6 months x $10).
When speaking to the representative, ask about any options to reduce or waive the ETF. Be polite but persistent. Competitor offers may strengthen your case.
If you must pay an ETF, the fee gets applied to your final bill.
Returning Equipment
If you rent any internet equipment from Cox, this must be returned or you’ll be charged the retail cost:
| Equipment Type | Return Period | Return Locations |
|---|---|---|
| Modems, routers, etc | Within 15 days | Cox retail stores UPS stores (with label) Schedule pickup |
Failure to return rented devices leads to fees typically starting at $150+.
As soon as possible after cancelling, drop equipment off at a Cox store or UPS location. If needed, contact Cox to have return packaging shipped to you or schedule a pickup.
Keep proof of return such as a receipt from the store or tracking number. Mistakes happen and this documentation will dispute any erroneous charges.
Finalizing Cancellation
As you finalize cancellation details with the Cox representative, here are some important points to cover:
- Confirm cancellation date: This starts your 15 day equipment return period
- Verify final bill details: All outstanding charges get added to your final bill
- Request cancellation confirmation number: Save this for reference if any issues arise
Your representative should provide clear confirmation once cancellation is fully processed. Follow up immediately if anything seems unclear or incomplete.
Conclusion
Canceling your Cox internet subscription involves contacting them directly, potentially paying ETFs, returning equipment, and confirming account closure.
While cancellation can feel daunting, following this guide will ensure you check all the right boxes for a smooth disconnection process. Reach out to customer service armed with the right information and cancellation can be straightforward.
Here are some additional resources if you encounter any hiccups:
Best of luck cancelling your Cox internet service! Let us know if you have any other questions.
Troubleshooting Cancellation Issues
Cancelling services doesn’t always go smoothly. Here is some guidance on addressing common cancellation issues with Cox:
Billing disputes
If you notice any suspicious charges or believe your final bill amount is inaccurate:
- Document the charges in question
- Contact Cox billing department to dispute
- Provide copies of communications confirming cancellation details
- Be persistent and escalate to management if needed
Early termination fee disputes
If you cancel within a contract term but believe you shouldn’t owe the ETF:
- Ask for detailed breakdown of ETF amount and how it was calculated
- Check all paperwork for contract length agreements
- Discuss cancellation circumstances (e.g. moving) and ask for fee waiver
- If no resolution, file complaint with FCC/state regulatory agency
Unreturned equipment fees
If you are charged for unreturned devices despite having proof of return:
- Contact Cox immediately and explain situation
- Provide documentation showing return (tracking number, receipt, etc)
- Discuss equipment type, return date/method, and confirm no damage
- If charges remain, submit complaint to BBB and consider small claims court
Other cancellation issues
For any other problems related to closing your Cox account:
- Document all cancellation communications
- Follow up persistently with customer service
- Escalate to retention department manager if needed
- Submit complaint to state AG office and FCC if severe issues
The cancellation process should be straightforward. But if you encounter disputes around billing, fees, or other problems, take action quickly and contact management. File official complaints if you cannot resolve directly with Cox.