Cox Mobile’s Retroactive Device Unlock Policy Change and Refusal to Unlock Eligible Devices

I am a long‑time Cox customer writing to formally complain about Cox Mobile’s refusal to unlock multiple phones on my account despite those devices meeting the unlocking criteria that were in effect at the time of purchase.

In 2024, I purchased two phones on a device payment plan financed through Citizens Bank. Cox unlocked these devices promptly after 60 days of active service once my account was in good standing, consistent with Cox’s then‑published unlocking policy.

In October 2025, I added three additional lines and purchased three new phones under a promotional device credit plan. My cousin, purchased two phones under a similar promotional offer at the same time based on my recommendation. At the point of sale, there was no disclosure that these devices would be locked until fully paid off or for two years, and Cox’s website unlocking policy at that time stated a standard 60‑day requirement with no outstanding payments. No one advised us that any different or stricter unlocking conditions applied to promotional/financed devices.

After 60 days of active service, we requested that our new phones be unlocked so we could use local SIMs while traveling internationally, without cancelling Cox service. Over several calls and escalations, Cox representatives consistently acknowledged that our devices were eligible for unlocking under the 60‑day policy and opened tickets to have the back‑office complete the unlock. 

We were repeatedly told to wait until specific dates (e.g., December 18, December 31), but the devices remained locked. Cox later informed us that it had implemented a new policy requiring full payoff of Cox‑financed devices before unlocking and stated that this now applied to our phones. Even Cox escalation staff expressed surprise and indicated they had only recently become aware of this change.

As a consumer, there was no way for me to know about this new requirement at the time of purchase. Cox appears to have retroactively changed its unlocking policy and is now applying that change to existing contracts without clear prior disclosure or consent. I am not seeking to terminate my service or avoid my financial obligations; I only want my devices unlocked so I can use them abroad with local SIMs while continuing to pay Cox for service and device installments.

- The unlocking policy was materially changed after the sale and applied retroactively to existing customers.

- The more restrictive unlock condition (full payoff / two‑year lock) was not clearly disclosed in the sales process or in the then‑published unlocking policy.

- Cox representatives repeatedly confirmed eligibility and opened tickets, then reversed course only after the fact, causing confusion and financial harm (inability to use phones overseas as planned).

I respectfully request that:

Cox be required to honor the unlocking terms that were in place at the time these devices were purchased and promptly unlock all eligible phones on our accounts; Please let me know how to take this forward