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 |
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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 |
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6A | MDN Not Found | The telephone number entered is not found on your old service provider's list |
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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 |
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6D | MDN Not Active | The telephone number that you are porting is not active with your current carrier |
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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
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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
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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 |
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8C | Password/PIN Required or Incorrect | The port PIN entered in the port request is incorrect or missing |
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8D | ZIP Code Required or Incorrect | The ZIP Code entered in the port request is incorrect or missing |
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8E | First Name Required or Incorrect | The first name entered in the port request is incorrect or missing |
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8F | Last Name Required or Incorrect | The last name entered in the port request is incorrect or missing |
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E0104 | Invalid Billing Street | The billing address entered in the port request is incorrect or missing |
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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 | Cannot Get a Connection | The order has failed due to a connectivity issue with the network | 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
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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 |
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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 |