Missing Live TV channels in contour app

Missing Live TV channels in contour app

Apps Forum

Activity: 13 Replies | 4 Subscribers

This question is still unresolved
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This has been an ongoing issue for over a month now. The only channels I can see and access in the contour app and at watchtv.cox.com are some TvGo channels. This is occurring inside my home while using my home network. Previously, all channels I subscribe to were available for viewing. It acts as if I am trying to access the content from outside of my home. Have been dealing with cox phone support for a few weeks now with no resolution. Hoping someone here may have some insight...

All Replies
  • Posted by Mr Kuz
    3 Jan 2018 9:47 PM
    I lost the same channels Jan 1 and still not working. I was on phone with Cox support and didn't resolve the issue. They are aware of the problem. They didn't have a clue. This has happened three times in the past and lasted for only a day. Longer now. What's going on?
  • Posted by Becky
    4 Jan 2018 5:19 AM
    Hi Nanseeq and Mr Kuz,

    When looking at the list of Live channels at watchtv.cox.com, make sure you have no Filters set. Click the Filters button in the upper right-hand corner, click CLEAR ALL, and then click APPLY. Please do this even if there are no current filters set.

    After going through the above steps, scroll through the list of Live channels. Do the channel numbers in the channel lineup simply skip some channels?

    Becky K.
    Cox Support Forums Moderator

  • Posted by Mr Kuz
    4 Jan 2018 7:14 AM

    It did not correct the problem. I use the contour app on two devices. The app is not working correctly on both. I have spoken with tech support and they are aware of the problem and didn't have a solution or know when it would be working. This has happened in the past and lasted for about one day. 

  • Posted by Becky
    4 Jan 2018 9:17 AM

    Mr Kuz,

    Since I haven't yet located an escalation ticket similar to what you've described, I'd like to submit a ticket on your behalf. That way, I can ensure the issue is escalated correctly. Are you able to post a screenshot or two? I'm especially interested in seeing how the list of Live channels is displayed:

    • From the Contour app on a mobile device
    • From watchtv.cox.com using a browser


    If you are unable to post screenshots here, please email me at cox.help@cox.com and include the screenshots as email attachments. Thanks!

    Becky K.
    Cox Support Forums Moderator

  • Posted by nanseeq
    4 Jan 2018 11:26 AM

    Hi Becky,

    I have checked that the channels are not being filtered. Also, the issue is occurring across multiple devices. The channel lineup does not show channel numbers since this started happening (mid December). They just appear with TVGo next to them. Here is a screenshot of what I see:

  • Posted by StephanieA
    4 Jan 2018 12:04 PM
    I'm not seeing a screenshot attached to your post. Please email us with the account details, the screenshots, and a link to this post to cox.help@cox.com.

    Stephanie A
    Cox Support Forum Moderator

  • Posted by nanseeq
    4 Jan 2018 12:52 PM

    Hi,

    I am not sure why the image is not showing. I am sending the info to the support address.

    Thanks.

  • Posted by Becky
    4 Jan 2018 1:22 PM
    Hi Nanseeq,

    Thanks for your email and the screenshot! I'll reply shortly. We'll get to the bottom of this for you!

    Becky K.
    Cox Support Forums Moderator

  • Posted by Mr Kuz
    4 Jan 2018 5:30 PM

    Cox support told me it was a tier two. I don't know how to send a screen shot form m iPad or iPhone. The first listing is A&E "TV GO". On 1/318 Cox support told me there were similar calls on this. It went out late 1/1 to early 1/2/18 during the night. The app is not working correctly on my three devices. When will it be fixed. I have had other problems with loosing partial services with cox in the past. I believed I have been with Cox for 30 years. I am paying a lot for this service. I deserve an answer. 

  • Posted by nanseeq
    4 Jan 2018 6:46 PM

    Mr Kuz,

    Seems like we are experiencing the same issue. My problem started in mid December and have I been working with phone support for a couple of weeks and they don't seem to know what is going on. I think their system is having trouble detecting that we are not "outside of home" and is blocking all the channels except for TVGo streams. Phone support also told me that this was escalated to 2nd tier.

  • Posted by Allan
    4 Jan 2018 7:03 PM

    @Mr Kuz,

    Hello. We can look into this issue further for you. Please send us an email with your full address and a brief description of the issue and/or a link to this thread to cox.help@cox.com

    Thanks,

    Allan - Cox Support Forums Moderator.

  • Posted by Mr Kuz
    6 Jan 2018 6:40 AM

    I did link to the above address. In the past couple of years I have been having other minor issues, such as not receiving all channels on all TVs. I was  mentioned I have old TVs. I have all new TVs now and the same issue. I wonder if the infrastructure is able to handle the newer technology.  Also i live in Connecticut and it has been extremely cold. Wonder if this is an issue with the cables outside. 

  • Posted by Allan
    7 Jan 2018 2:46 AM

    @Mr Kuz,

    We look forward to working with you via email.

    Thanks,

    Allan - Cox Support Forums Moderator.