Quick Summary
- Best for most people: Call 800-234-3993 (available 24/7)
- Early termination fee: $120 for 1-year contracts, $240 for 2-year contracts (reduced $10 monthly)
- Equipment return deadline: 10 days from cancellation date
- Return locations: Cox stores or UPS stores (customer pays shipping)
- Alternative numbers: 866-218-5739 or 866-936-7123 (for seasonal pause)
Before You Cancel: Consider These Alternatives
Before proceeding with full cancellation, Cox offers several alternatives that might better meet your needs and save you money.
Pause/Suspend Service
Cox’s Seasonal Program allows you to pause services for 1-9 months instead of canceling completely. You’ll pay a reduced fee of $9.99 monthly for each paused service instead of your full bill. This is ideal if you’re traveling, deployed, or temporarily relocating. Call 866-936-7123 to set up service pause.
Reduce Your Bill/Downgrade
Instead of canceling everything, consider downgrading your service. You can often cut your bill significantly by dropping premium TV channels, reducing internet speeds, or switching to internet-only service. Many customers save $50-100+ monthly by eliminating cable TV while keeping internet. Cox allows you to keep internet service even if you cancel TV.
Transfer Service (for moves)
If you’re moving within Cox’s 14-state coverage area, you can transfer your service rather than cancel. Visit Cox’s moving page to check availability at your new address and schedule service transfer. This avoids early termination fees and maintains your current plan pricing.
Negotiate Retention Offers
Cox representatives are authorized to offer discounts, bill credits, or promotional pricing to retain customers. When you call to cancel, they will likely present retention offers. These can include temporary discounts, upgraded speeds at current pricing, or waived fees. While these offers can provide genuine savings, remember they’re typically temporary (6-12 months).
How to Cancel Your Cox Communications Account
Cox requires you to contact them directly to cancel service. Online cancellation is not available, though their website and chat will direct you to call.
Phone (Primary Method)
Phone: 800-234-3993 Hours: 24 hours a day, 7 days a week Alternative: 866-218-5739
Before you call:
- Have your account number ready (found on your bill)
- Know your account PIN or be ready to verify your identity
- Clear any outstanding balance on your account
- Decide on your preferred cancellation date
- Prepare for retention offers – decide in advance if you’re interested
What to expect:
- Call volumes are typically highest Monday-Friday 6-9 PM
- You’ll need to verify your identity with account details
- Representatives will ask why you’re canceling and present alternatives
- Be prepared for retention offers including discounts and upgrades
- The representative will schedule your disconnect date and explain equipment return
- Get a confirmation number for your cancellation request
Script for retention offers: “I appreciate the offers, but I need to cancel my service today. Please proceed with the cancellation.”
Online/Website
Cox’s website has a “cancel service” option in your account portal and through live chat, but both ultimately direct you to call customer service. The online chat can help with questions but cannot complete cancellations.
In-Person
Where: Any Cox retail store (over 130 locations nationwide) Hours: Typically Monday-Saturday 10 AM-6 PM or 10 AM-8 PM, Sunday 11 AM-5 PM (varies by location)
Process:
- Bring a valid ID and account information
- Bring your equipment if possible to complete return immediately
- Store representatives can process cancellation and provide receipt
- This method can be faster and eliminates phone wait times
Use Cox’s store locator at cox.com/local/search to find locations near you.
Cox does not accept cancellation requests via email. All cancellations must be done by phone or in-person.
Written cancellation requests are not accepted. Cox requires verbal confirmation and identity verification for all service cancellations.
Understanding Cox Communications Cancellation Fees
Cox charges several types of fees when you cancel service before your contract ends.
Early Termination Fees
Cox uses contracts for most services, and canceling before the contract ends triggers early termination fees:
| Contract Length | Maximum ETF | Monthly Reduction |
|---|---|---|
| 1-year contract | $120 | $10 per month served |
| 2-year contract | $240 | $10 per month served |
Example calculations:
- 1-year contract, canceled after 6 months: $120 – (6 × $10) = $60 ETF
- 2-year contract, canceled after 18 months: $240 – (18 × $10) = $60 ETF
Contract-free options: Cox now offers internet-only plans without contracts, though you’ll pay an additional $10 monthly for this flexibility.
Equipment Return Requirements
You must return all Cox equipment within 10 days of your cancellation date to avoid equipment fees.
Equipment that must be returned:
- Cable boxes (including Contour boxes)
- Modems and gateways
- Remote controls
- Power cords and cables
- CableCARDs
- Wall mounts and accessories
Equipment Return Fees
If you don’t return equipment on time or return damaged equipment, Cox charges replacement fees:
| Equipment Type | Typical Fee Range |
|---|---|
| Standard cable box | $65-150 |
| Contour DVR box | $150-300 |
| Modem/gateway | $100-200 |
| Remote control | $25-50 |
Note: Cox charges the full retail value of unreturned equipment, which can total hundreds of dollars.
Other Fees
Returned payment fee: Up to $25 for bounced checks or declined payments Final bill: Prorated charges through your cancellation date Installation cancellation: $100 if you cancel a scheduled technician visit
Equipment Return Process
Returning your equipment promptly and properly is crucial to avoid expensive equipment fees.
What Equipment Must Be Returned
Create an inventory of all Cox equipment in your home:
- All cable/satellite boxes and DVRs
- Modem, router, or gateway devices
- Remote controls (including voice remotes)
- All power cords and connecting cables
- CableCARDs
- Any Cox-branded equipment or accessories
Return Timeline/Deadline
Critical: You have exactly 10 calendar days from your service cancellation date to return equipment. This deadline begins immediately when service is disconnected, not on your final billing date.
How Return Process Works
Option 1: Cox Store Return (Recommended)
- Take equipment to any Cox retail store
- Bring your ID and account information
- Get a detailed receipt listing all returned items
- Store staff will verify equipment condition immediately
- Avoid shipping delays and potential loss
Option 2: UPS Store Return
- Take equipment to any UPS store location (over 4,500 nationwide)
- Cox no longer provides prepaid return labels – you pay shipping costs
- Request signature confirmation and tracking
- Allow up to 7 days for shipping to Cox
- Keep tracking receipt until charges are resolved
Shipping/Return Costs
Cox no longer provides prepaid return labels. Customers are responsible for:
- Packaging materials
- Shipping costs (typically $15-30 depending on equipment)
- Insurance (recommended for valuable equipment)
Tips to Avoid Disputes
Documentation is key:
- Take photos of all equipment before packing
- Document any existing damage or wear
- Keep all receipts and tracking information
- Get written confirmation of returned items
- Follow up if charges appear on future bills
Packing advice:
- Use original packaging if available
- Wrap items securely to prevent damage
- Include all cables and accessories
- Add a note with your account number and contact information
Common Cancellation Problems and Solutions
Difficulty Reaching Cancellation Department
Problem: Long hold times, being transferred repeatedly, or representatives unable to cancel service. Solution: Call during off-peak hours (weekday mornings), use the direct cancellation number 800-234-3993, or visit a Cox store in person. If transferred multiple times, ask each representative for a direct number to the cancellation department.
Pressure from Retention Offers
Problem: Representatives spending excessive time trying to retain you with offers and discounts. Solution: Be polite but firm. Use this script: “I appreciate the offers, but I’ve made my decision. Please proceed with canceling my service today.” If pressure continues, ask to speak with a supervisor or say you’ll call back to complete the cancellation.
Unexpected Fees
Problem: Discovering early termination fees, equipment fees, or other charges you weren’t aware of. Solution: Before calling to cancel, review your original contract or call to ask about potential fees. If you discover unexpected charges after cancellation, dispute them with documentation of what you were told during the cancellation call.
Equipment Return Disputes
Problem: Cox claims they didn’t receive your equipment or that it was damaged. Solution: Always get receipts when returning equipment. Take photos before shipping. Use tracking and signature confirmation for shipped returns. If Cox claims non-receipt, provide tracking information showing delivery. For damage disputes, provide your pre-shipping photos.
Long Hold Times
Problem: Waiting 30+ minutes to reach a representative. Solution: Call during off-peak hours: early morning (8-10 AM) or early afternoon (1-3 PM) on weekdays. Avoid Monday evenings and month-end periods. Consider visiting a store instead, or use the callback feature if available.
Being Transferred Repeatedly
Problem: Getting transferred between departments without resolving your cancellation. Solution: Ask each representative for their name and direct number. Explain you’ve already been transferred and need to stay with someone who can complete the cancellation. If necessary, hang up and call back asking specifically for the “cancellation” or “retention” department.
Tips for a Smooth Cancellation
Timing your call:
- Call during weekday mornings for shorter wait times
- Avoid calling near your billing due date when call volume peaks
- Allow 30-60 minutes for the complete cancellation process
Preparation checklist:
- Review your bill for account number and current services
- Clear any outstanding balance before calling
- Locate all equipment that needs to be returned
- Decide if you’re interested in retention offers or want to cancel completely
- Have a pen ready to write down confirmation numbers and instructions
During the call:
- Be polite but firm about your decision
- Ask for confirmation numbers for your cancellation
- Get specific details about your final bill amount and due date
- Confirm the exact equipment return deadline
- Ask for email confirmation of your cancellation if available
Documentation:
- Write down the representative’s name and any reference numbers
- Note the time and date of your call
- Save any email confirmations
- Keep records until your final bill is resolved
After Cancellation
Final Bill Information
Cox provides prorated billing, meaning you’ll only pay for service through your cancellation date. Your final bill will include:
- Service charges through disconnection date
- Any applicable early termination fees
- Equipment fees (if equipment not returned on time)
- Outstanding balance from previous bills
- Credits for prepaid services
Timeline: Expect your final bill within 2-4 weeks of cancellation.
Account Closure Confirmation
After cancellation:
- Your online account will remain accessible for 90 days to view final bills
- Cox will send account closure confirmation by mail
- Check that automatic payments are cancelled
- Remove stored payment methods from your Cox account
Data Retention Policies
Email: If you use Cox email, your account will be deactivated. Download important emails before cancellation – Cox doesn’t provide forwarding services. DVR recordings: All recordings are deleted when equipment is returned. Account information: Cox retains customer records for billing and legal purposes.
Re-activation Policies
Returning customer status: If you return to Cox within 12 months, you may be eligible for former customer pricing. Credit requirements: You may need to pay a deposit if you return after cancellation. Equipment: You’ll need new equipment installation if you return.
Frequently Asked Questions
Can I cancel Cox service online? No, Cox requires phone or in-person cancellation for identity verification.
How long do I have to return equipment? 10 calendar days from your cancellation date, not your final billing date.
Will Cox provide a prepaid return label? No, as of 2024, Cox no longer provides prepaid return labels. Customers pay return shipping costs.
Can I cancel just TV and keep internet? Yes, you can cancel cable TV service while maintaining internet service.
What happens if I move out of Cox’s service area? You can cancel without early termination fees if Cox doesn’t service your new address.
Do I get refunded for prepaid services? Yes, Cox provides prorated refunds for unused prepaid service periods over $5.
How do I dispute equipment return charges? Contact Cox customer service with your return receipt, tracking information, and photos of equipment condition.
Can I pause service instead of canceling? Yes, Cox’s Seasonal Program allows you to pause service for 1-9 months for $9.99 monthly per service.
Need Help?
Escalation Options
If you encounter problems during cancellation:
- Ask to speak with a supervisor or manager
- Request escalation to the retention department manager
- Get reference numbers for all calls and conversations
- Document representative names and call times
Regulatory Complaint Options
For unresolved disputes:
- FCC: File complaints at consumercomplaints.fcc.gov for telecommunications issues
- State Public Utilities Commission: Contact your state’s utilities regulator
- Better Business Bureau: File complaints at bbb.org
Consumer Protection Resources
State Attorney General: Many states have consumer protection divisions that handle cable/internet complaints. Consumer advocacy groups: Organizations like Public Knowledge and Consumer Reports provide guidance on telecommunications issues. Legal aid: For significant billing disputes, consider consulting with consumer protection attorneys.
Remember: Keep detailed records of all communications, fees, and return receipts throughout the cancellation process.
Last updated: July 2025. Policies and fees subject to change. Always verify current terms with Cox Communications before making decisions.