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Swapping a Mobile Device for a New Device

Details

You can keep your existing mobile number when you get a new device to replace your old one. Use the following information to understand Cox's policy and process.

Eligibility

The following eligibility requirements must be met when moving your phone number to a new device.

  • It cannot have a military suspension active.
  • It cannot have a payment suspension active or past due balance.
  • The line cannot have an active equipment return in progress.
  • Another pending phone number transfer cannot be in progress.
  • Your telephone number is not changing.
  • An existing Cox mobile number is eligible to move to an existing Cox mobile device or non-Cox mobile eligible device.
  • A new Cox mobile device is purchased to replace an existing device or replace one that has been lost or stolen.

    Note: Trade-ins are handled through our retail store only. 

Activation

Refer to the following table to activate your phone number on a new device.

If… Then…
The new device is already purchased through Cox Mobile on an existing line.

Activate the new device by accessing the Activation Portal and selecting the device with the Ready to Activate status. Follow the instructions provided in your welcome kit or visit our Getting Started Guide to learn more.
Changing the device on an existing line.

Note: The device may already be purchased outside of Cox Mobile.

Visit our Device Compatibility tool to check your device's eligibility and sign up for Cox Mobile online. You may also Contact our Sales Team to add the device to your existing line.

Activate the new device by accessing the Activation Portal and selecting the device with the Ready to Activate status. Follow the instructions provided in your welcome kit or visit our Getting Started Guide to learn more.
The original Equipment Manufacturer (OEM) replaced the device due to a warranty claim.
  • For a physical SIM (pSIM) Card, perform one of the following steps.
    • If you have the original pSIM card, then insert it into the replacement device. Refer to Installing or Swapping a Physical SIM Card. A power cycle of the device may be required to activate the new device to the pSIM card.
    • If using a new pSIM Card, then activate the new device by accessing the Activation Portal and selecting the device with the Ready to Activate status.
  • For an embedded SIM (eSIM), activate the new device by accessing the Activation Portal and selecting the device with the Ready to Activate status.
The device is replaced through a Cox Mobile Protection Plan insurance claim.
  • For a physical SIM (pSIM) Card, perform one of the following steps.
    • If you have the original pSIM card, then insert it into the replacement device. Refer to Installing or Swapping a Physical SIM Card. A power cycle of the device may be required to activate the new device to the pSIM card.
    • If using a new pSIM Card, then activate the new device by accessing the Activation Portal and selecting the device with the Ready to Activate status.
  • For an embedded SIM (eSIM), activate the new device by accessing the Activation Portal and selecting the device with the Ready to Activate status.


Note: Any physical SIM that is replaced or swapped can no longer be used or activated. Dispose of the SIM card appropriately.

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