Quick Summary #
- Primary contact method: Call 800-234-3993 (24/7 availability)
- Early termination fees: $120 for 1-year contracts; $240 for 2-year contracts (reduced by $10/month)
- Equipment return deadline: 10 calendar days from cancellation
- Return options: Cox stores or UPS stores (customer pays shipping)
- Alternative numbers: 866-218-5739 or 866-936-7123 (for service pause)
Before You Cancel: Consider Alternatives #
Pause/Suspend Service #
Cox’s Seasonal Program allows service suspension for 1-9 months at $9.99 monthly per paused service. Ideal for travel or temporary relocation. Contact 866-936-7123.
Reduce Your Bill/Downgrade #
Downgrading services can save $50-100+ monthly. You can drop premium channels, reduce internet speeds, or switch to internet-only while canceling TV.
Transfer Service for Moves #
If relocating within Cox’s 14-state coverage area, transfer service instead of canceling to avoid termination fees.
Negotiate Retention Offers #
Representatives can offer discounts, bill credits, or promotional pricing. These typically last 6-12 months but provide genuine short-term savings.
How to Cancel Your Cox Communications Account #
Phone (Primary Method) #
- Number: 800-234-3993 or 866-218-5739
- Hours: 24/7
- Before calling: Have account number, PIN/identity verification ready, clear outstanding balances, decide cancellation date
- Expected wait: Longest waits occur Monday-Friday 6-9 PM
- Process: Identity verification, explanation of alternatives, retention offers presented, disconnect date scheduled
Handling retention pressure: “I appreciate the offers, but I need to cancel my service today. Please proceed with cancellation.”
Online/Website #
Chat and account portals exist but ultimately direct you to phone customer service. Online cancellation isn’t available.
In-Person at Cox Retail Stores #
- Benefits: Faster processing, eliminate phone waits, immediate equipment return
- What to bring: Valid ID, account information, equipment if possible
- Typical hours: Monday-Saturday 10 AM-6 PM or 10 AM-8 PM; Sunday 11 AM-5 PM (varies by location)
- Locator: Cox’s store search at cox.com/local/search
Email and Mail #
Cox does not accept cancellations via email or mail. Verbal confirmation and identity verification are required.
Understanding Cancellation Fees #
Early Termination Fees #
Contract-based services trigger these fees:
| Contract Length | Maximum ETF | Monthly Reduction |
|---|---|---|
| 1-year | $120 | $10/month |
| 2-year | $240 | $10/month |
Example: Canceling a 1-year contract after 6 months = $120 – (6 × $10) = $60 ETF
Contract-free internet plans available at $10 monthly premium.
Equipment Return Requirements #
All Cox equipment must be returned within 10 days of cancellation:
- Cable boxes and DVRs
- Modems and gateways
- Remote controls
- Power cords and cables
- CableCARDs
- Wall mounts and accessories
Equipment Return Fees #
Unreturned or damaged equipment incurs replacement costs:
| Equipment | Typical Fee Range |
|---|---|
| Standard cable box | $65-150 |
| Contour DVR box | $150-300 |
| Modem/gateway | $100-200 |
| Remote control | $25-50 |
Other Charges #
- Returned payment fee: Up to $25
- Final bill: Prorated charges through cancellation date
- Installation cancellation: $100 for canceled technician visits
Equipment Return Process #
Return Timeline #
Critical: 10 calendar days from service disconnection date (not final billing date).
Return Methods #
Cox Store Return (Recommended)
- Bring equipment, ID, and account information
- Get detailed receipt listing all items
- Staff verifies condition immediately
- Avoid shipping delays
UPS Store Return
- Over 4,500 locations available
- Customer pays shipping costs (typically $15-30)
- Request signature confirmation and tracking
- Allow up to 7 days for delivery
Avoiding Return Disputes #
- Take photos of equipment before packing
- Document existing damage
- Keep all receipts and tracking information
- Get written confirmation from return location
- Include account number in package
Common Cancellation Problems and Solutions #
| Problem | Solution |
|---|---|
| Long hold times | Call mornings on weekdays; use 800-234-3993; visit store in person |
| Retention pressure | Be firm: “I’ve made my decision. Please process the cancellation.” |
| Unexpected fees | Review contract beforehand; request fee information when calling |
| Equipment disputes | Always get receipts; use tracking and signature confirmation; provide photos |
| Multiple transfers | Ask for representative names and direct numbers; request cancellation department |
Tips for Smooth Cancellation #
Best calling times: Weekday mornings (8-10 AM) or early afternoon (1-3 PM)
Pre-call checklist:
- Locate account number on bill
- Clear outstanding balances
- Inventory all equipment
- Decide on retention offer interest
- Have pen for confirmation numbers
During call:
- Request confirmation numbers
- Ask for final bill amount and due date
- Confirm exact equipment return deadline
- Request email confirmation if available
- Document representative name and reference numbers
After Cancellation #
Final Bill Information #
Cox provides prorated billing through cancellation date, including:
- Service charges through disconnection
- Early termination fees
- Equipment fees (if applicable)
- Outstanding balances
- Service prepayment credits
Timeline: Final bill arrives within 2-4 weeks.
Account Closure #
- Online account accessible for 90 days
- Closure confirmation mailed
- Cancel automatic payments
- Remove stored payment methods
Data Retention #
- Email: Deactivated; Cox offers no forwarding service
- DVR recordings: Deleted upon equipment return
- Account info: Retained for billing and legal purposes
Re-activation #
- Former customers within 12 months may qualify for special pricing
- Deposits may be required
- New equipment installation necessary
Frequently Asked Questions #
Online cancellation available? No, phone or in-person required for identity verification.
Return deadline? 10 calendar days from cancellation date.
Prepaid return labels? No; customers pay return shipping as of 2024.
Cancel TV while keeping internet? Yes, you can cancel cable television while maintaining internet service.
Out-of-service-area moves? You can cancel without early termination fees if Cox doesn’t service your new address.
Refunds for prepaid services? Yes, Cox provides prorated refunds for unused periods exceeding $5.
Pause instead of cancel? Yes; Seasonal Program allows 1-9 month pause at $9.99 monthly per service.
Need Additional Help #
Escalation Options #
- Request supervisor or manager
- Ask for retention department manager escalation
- Document all reference numbers and representative names
Regulatory Complaints #
- FCC: consumercomplaints.fcc.gov
- State Public Utilities Commission: Contact your state regulator
- Better Business Bureau: bbb.org
Consumer Resources #
- State Attorney General consumer protection divisions
- Public Knowledge and Consumer Reports
- Consumer protection attorneys for significant disputes
Last updated: July 2025. Policies and fees subject to change. Verify current terms directly with Cox Communications.