Please help

I have been trying to get some answers since 27 June 2025. 

On the 27th of June, I logged in to my COX mobile account to see the usage history for #######.  For some reason, it said that there was no usage history because no device was associated with the account. 

I signed up for COX mobile near 25 May 2025. I ordered a phone and when said phone arrived, I activated it. I proceeded to put that number on all my resumes, applications and other documents. I gave that number to friends and used it as the number for the 2-step verification for certain bank accounts. 

Needless to say that I was surprised that I needed to "activate device". I had already done that in May and yet the chat support agent said that the activation was incomplete and I had to complete the activation. I started the process and it only gave me the option to get a new phone number. I did not want a new phone number. The agent insisted.

I decided to trust the agent. Now I know that was a bad idea.

I went through the entire process of activating my device. Everything looked good. Then - for no reason - the page refreshed and said that no device was associated with the account. I went through the entire process again with the same result. Not willing to do it again, I decided to call support.

After being transferred 5 times, I was told that it can be fixed and I could get the original phone number. All numbers were erased from my phone. I logged in and there was a new phone number associated with my account. I got a new eSIM on my phone. 

I called support again. After being transferred another 5 times, I was told that the error was fixed, and I just had to hold for a bit so they can get my original number back. Once again, all numbers from my phone were erased. I logged in to my account on my computer and I had a new phone number. I got a new eSIM on my phone. And I called support again. 

After being transferred 5 times, I was told that this keeps happening because there is no other phone number to call me once the numbers are deleted from my phone. 

28 June 

I asked my neighbor to come over and let me have the agent call his number. And I called support again. I was told that using my neighbor's number would not help. This time a CUI# was created. I was told that it would be resolved within 48 hours. As I was thanking the agent, the call was disconnected. Once more, all numbers from my phone were erased. I spent the weekend with no phone number.

30 June

On Monday, my phone prompted me to get another eSIM. I logged in and my number was restored. All I had to do was activate it. Everything looked good until I reached a page to fill in all the information to port the number. I filled in the information truthfully. I got the number from COX, at this address, same account number. It said there was an error. I got back into the chat with support. They could not do it either. I was given a ticket # and told to wait 72 hours. 

1 July

I was prompted to get yet another eSIM. After logging in and finding a new phone number, I called support on Tuesday. I was told by one agent that it is impossible to get a previous number back. I said that I had not heard that yet, but I am starting to believe it. After explaining my situation, I was given a request # and told to wait for 2-3 days for someone to call me.

5 July

I called support, told my story, got transferred, waited on hold, told my story, got transferred, waited on hold, told my story, and was told that it might take until Wednesday to get an answer. A few hours later, my phone was prompting me to get another eSIM. I logged in and there is a new number!

I have had more phone numbers in this last week than I had in my entire 50+ years on this planet before I met COX. I do not know how many job offers I have missed. I cannot get past the 2-step verification for certain accounts. I do not want another new number! I want the original number.

Is there anything COX can do to convince me to stay? Yes. A credit on my account. Especially since there is no usage history!