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Support

Activation Error Codes

Solution

A message may display about a delay in the port of the mobile number.

  1. Complete the activation process in the portal.
  2. Sign back into the Activation Portal and verify the device status.
    • If the device status shows Transfer Error, then attempt to activate the device again through the activation portal and make note of any error code.
    • If the device status shows Limited Use, then the port may be delayed for up to 24 hours before activating.

When completing the activation process from the Activation Portal, refer to the following errors to locate how to resolve your issue

Identifying an Activation Error

Locate the error codes, using the Troubleshooting Activation errors to resolve or escalate issues related to activation
 

Mobile Error Code Error Description Description Actions
1M Requested Due Date Less Than Published Interval The Desired Due Date/Time that was sent in the Port Request does not meet the porting interval for the Old Service Provider (OSP) You will need to contact us for a resolution
1P Other Reason - Port-In Resolution Required The telephone number is locked with your previous carrier
  1. You must contact your previous carrier to request the lock to be removed
  2. Once the lock is removed, complete the Activation process
6A MDN Not Found The telephone number entered is not found on your old service provider's list
  1. Are you entering a 10-digit phone number?
    • If yes, then continue to the next step
    • If no, the 10-digit phone number, including the area code is required to port the number. Attempt to enter again with all 10 digits
  2. If you are still experiencing this error, then perform the following actions
6B Incorrect PIN The incorrect PIN was used in the activation portal

Ensure you are using your PIN from your previous carrier. If you have lost the PIN or need to verify you have the correct PIN, contact your previous carrier to get your PIN
6C Customer Information Does Not Match The information in the port request form is invalid or incorrect
  1. Validate the following information
    1. Select the previous carrier by name
    2. Enter the account number, account PIN, and previous count information as displayed on the carrier billing statement
    3. Re-enter the information and attempt to resubmit
  2. Does the information now match?
    • If yes, then continue the activation process
    • If no, then to resolve this issue, you must contact your previous carrier to resolve any issues that may be preventing the port
6D MDN Not Active The telephone number that you are porting is not active with your current carrier
  1. Is the phone number on a prepaid account?
    • If yes, then the account must have a minimum of 1 minute to be considered active. Contact the carrier to resolve this issue. All steps complete
    • If no, then continue to the next step
  2. Is the phone number active with the previous carrier?
    • If active and the request continues to fail, then contact us
    • If not active or unsure, then the phone number must be active with the previous carrier to port to Cox. Contact your previous carrier to resolve this issue
6E Due Date Cannot Be Met (Automated) The Desired Due Date/Time that was sent in the Port Request does not meet the porting interval for the Old Service Provider (OSP). You will need to contact us for a resolution
6G Port Complexity An error occurred during the transfer of your number from your previous carrier to Cox

Wait 24 hours for the number to be fully activated. During this time, the following limitations apply until activation is complete

  • You may make outgoing calls, send texts, and use data from your new device
  • You will be unable to receive calls or texts from your new device
  • Any data used applies to your previous carriers data usage and limits.

    Note: Your previous provider may charge you for data or device usage
6K Administrative Number Not Portable The telephone number is not eligible to be ported from their current carrier

Choose one of the following options to activate your Cox Mobile service

  • Contact your previous carrier to resolve any issues that may be preventing them from porting their phone number.

    Note: Cox cannot port a phone number that is not eligible from another carrier without the carrier's permission.


  • Select a new Cox Mobile phone number.
6L Transfer requested outside of business hours Some carriers do not accept transfer requests outside of their business hours. These hours may vary per carrier

Reattempt the activation request during normal business hours
6M Port Request Pending From Another Local Provider There is currently a pending port request with another carrier

There is a pending port request already scheduled with a different carrier. Contact your previous provider to ensure any pending port requests are canceled
6N Port Request Already Pending Duplicate Request The port request failed because there's currently a pending port request with Cox Mobile

Cox Mobile has a pending port request for that number. Contact us to resolve this error
6P MDN Has Service Provider Port Protection The telephone number is currently port-protected with your previous carrier

Contact the previous carrier to get your port-out PIN and visit the Activation Portal again to complete your activation
8A Account Number Required or Incorrect The account number entered in the port request is incorrect or missing
  1. Validate you are entering the correct information from your previous carrier
    • Account number
    • Account PIN
    • Previous account information is displayed on the carrier billing statement
  2. Return to the activation portal to complete the port request
8C Password/PIN Required or Incorrect The port PIN entered in the port request is incorrect or missing
  1. Validate you are entering the correct information from your previous carrier
    • Account number
    • Account PIN
    • Previous account information is displayed on the carrier billing statement
  2. Return to the activation portal to complete the port request
8D ZIP Code Required or Incorrect The ZIP Code entered in the port request is incorrect or missing
  1. Validate you are entering the correct information from your previous carrier
    • Account number
    • Account PIN
    • Previous account information is displayed on the carrier billing statement
  2. Return to the activation portal to complete the port request
8E First Name Required or Incorrect The first name entered in the port request is incorrect or missing
  1. Validate you are entering the correct information from your previous carrier
    • Account number
    • Account PIN
    • Previous account information is displayed on the carrier billing statement
  2. Return to the activation portal to complete the port request
8F Last Name Required or Incorrect The last name entered in the port request is incorrect or missing
  1. Validate you are entering the correct information from your previous carrier
    • Account number
    • Account PIN
    • Previous account information is displayed on the carrier billing statement
  2. Return to the activation portal to complete the port request
E0104 Invalid Billing Street The billing address entered in the port request is incorrect or missing
  1. Validate you are entering the correct information from your previous carrier
    • Account number
    • Account PIN
    • Previous account information is displayed on the carrier billing statement
  2. Return to the activation portal to complete the port request
E1004 SYSTEM ERROR A system error was found You will need to contact us for a resolution.
E1005 Duplicate Order Request The order request is a duplicate You will need to contact us for a resolution.
E1008 Order submission failed The order was submitted but was not accepted You will need to contact us for a resolution
E1029 Requested Port In number XXXXXXXXXX is currently in VZW inventory and cannot be ported in A port may have already been requested on this telephone number You will need to contact us for a resolution
E1034 <Reference No> pending on mdn: <MDN> There is already a pending request on the telephone number. A previous request has not been closed or marked completed. You will need to contact us for a resolution
E1057 Invalid Account ID: 1281 for MDN: XXXXXXXXXX (Line has a valid MDN) An internal account issue exists You will need to contact us for a resolution
E1084 SIM does not exist in inventory The wireless database does not recognize the SIM information You will need to contact us for a resolution
E1094 The device is active on another line The device is already in use on another line You will need to contact us for a resolution
E1097 <SubOrder Name> denied - Device identified as Stolen, Non-Pay, or Fraudulent Device identified as stolen, non-pay, or fraudulent You will need to contact us for a resolution
E1144 MDN is in AR status The Line Status does not match the network thus the order is not able to update the status on the network accordingly. Please escalate the order so they can review the network status and determine the next steps. You will need to contact us for a resolution
E1148 <MDN> does not belong to VENDOR = <Company Code> The telephone number does not belong to COX and is not a COX-serviced telephone number

Refer to the following possibilities

  • There may be a pending port request already scheduled with a different provider
  • Only the provider with the pending request can resolve this issue by canceling the pending order
E1213 ICCID is active on another line The phone number is associated with a SIM card that is currently being used on another line or has a Status of AI (Assigned Active - Already in use and unable to be used on another telephone number or device) You will need to contact us for a resolution
E1216 The MDN: XXXXXXXXXX is not eligible for resellerSubscribeFeature request The telephone number is in an incorrect line status You will need to contact us for a resolution
E1234 Unable to pair MDN: <MDN> and ICCID: <ICCID> Unable to pair the telephone number You will need to contact us for a resolution
E1451 Features are not Compatible There was an issue identified, please escalate You will need to contact us for a resolution
E1454 Cannot delete a required feature There was an issue identified, please escalate You will need to contact us for a resolution
E1463 Feature [x] not valid for plan There was an issue identified, please escalate You will need to contact us for a resolution
E1702 The line is currently DEACTIVATE and cannot change the number on a non-active line Incorrect line status for the telephone number You will need to contact us for a resolution
E2110 MDN is not eligible for Reconnect The telephone number you're trying to reconnect with is no longer eligible

Return to the Activation process and select a new Cox phone number
E2201 Cannot port in an MDN already in the account The telephone number that you are attempting to port is already active on the network You will need to contact us for a resolution
E2217 A port-in request for the <MDN> was submitted today. Although it was canceled, another port in request cannot be issued until tomorrow A port-in request for the telephone number was submitted today. Although it was canceled, another port-in request cannot be issued until tomorrow

Return to the Activation process after 24 hours and the system will allow you to complete the activation process
E2231 A pending transaction exists for the requested ESN/MEID A pending transaction exists You will need to contact us for a resolution
E2239 The provided ZIP Code doesn't have any phone numbers available The provided ZIP Code doesn't have any phone numbers available You will need to contact us for a resolution
E2243 The MDN is not in the correct Porting Status The telephone number is not in the correct status to port You will need to contact us for a resolution
E2330 The ZIP code has an incorrect format The ZIP Code entered in the port request is incorrect or missing Verify the ZIP code entered is correct
E2331 Invalid state code for the transfer request The customer should confirm they selected the correct state code on the transfer form Verify the state code entered is correct
E2412 Invalid 5G Device: ? for 5G Plan There is a mismatch between the Current Service Plan and the Device Mode (ex. 4G or 5G) which is not allowed on the network You will need to contact us for a resolution
E2413 Invalid 5G Plan There was an issue identified, please escalate
  1. The SIM card has been swapped to a device that is not supported by the Cox Mobile plan. To resolve this issue, the SIM card must be inserted into a device that supports the Cox Mobile plan
  2. If unable to resolve by inserting into the correct Cox Mobile device, then contact us for further assistance
E2731 Dynamic PFO plan selected without required feature code There is an issue on the network where the Current Service Plan and Features are missing, which requires additional investigation You will need to contact us for a resolution
E2745 This line is in Hotline status due to the use of a prohibited device This line is in Hotline status due to the use of a prohibited device You will need to contact us for a resolution
E3792 The MDN is not paired with the ICCID/DeviceID for suborder The telephone number is not pairing with the SIM card for the work order You will need to contact us for a resolution

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