Contour 2 Caller ID - should it work or has it been removed?

Contour 2 Caller ID - should it work or has it been removed?

TV Forum

Activity: 45 Replies | 4 Subscribers

This question is still unresolved
Posted by

My on-screen Caller ID stopped working a few weeks ago.  I finally got around to calling tech support yesterday.

The tech said that Caller ID feature has been removed.  Yet I read conflicting reports on these forums about that.

I would like to know if there is a problem with my box that I will pursue.

Or has the feature has been removed and I shouldn't waste my time.

So I have a very simple question: As of Oct 2, 1027, should Caller ID work on a Contour 2 box?

Ideally I'd like to get an official answer on this from Cox.

Thanks

All Replies
  • Posted by Pauldv
    2 Oct 2017 2:05 PM

    Same problem here.  I called tech support also.  He tried a few things but nothing fixed it.  He said he would forward to corporate tech support and I should get a call from them in 2 to 4 days.  That didn't happen. No call.

    Do we get some money off our bill?

  • Posted by Davidoo
    2 Oct 2017 6:10 PM

    I have Contour 2 in Phoenix and the caller ID pops up on the upper right side of the screen when someone calls me.  

  • Posted by crcrcrc
    2 Oct 2017 9:07 PM

    I have been having the same problem for weeks.  Cox has to reset my acct and it will work for a few days.  Then it stops again.  I have to call again... repeat, repeat, repeat.  The caller id on the tv worked for years, then all of a sudden it stopped working. 

    Cox has no clue why it is doing it and they keep telling me they'll escalate it to Tier 2.  It will get fixed for a few days then goes out again.

    Cox really should figure out why so many people are having this issue and FIX IT.

    This has happened with the regular Cox Rovi box.  And now the Contour 2 box.  It's a Cox problem, not a box problem.

    I would LOVE for a Cox representative to respond to this thread and try to help us.

  • Posted by TK-70
    3 Oct 2017 6:59 AM

    Thanks for sharing your experiences.

    I still haven't gotten the official word from Cox on the status of this feature, which is disappointing.

    What's really bothersome is not knowing.  I have had this caller ID problem and called in to tech support approx every 2 months over the past year.  Cox has fixed it each time, not by a reboot, but by "reprovisioning" my box (whatever that means).

    This is the first time I have called and the tech says the feature has been removed.  I seriously wonder if it really has been removed, or the tech really had no idea.  Maybe I just need to be "reprovisioned" again?  Sigh

  • Posted by Bruce
    3 Oct 2017 9:27 AM

    Reprovisioning is to re-provide.  Re-provide is to provide service over again.

    When a service provider (Cox) issues you a box, you can't simply connect it and expect service.  Cox has to load your service information against the serial number of your box into their system.  This is provisioning.  Provisioning initially loads Basic Service and then it's modified with your additional services (Tier, Paks, Premium Channels, etc).

    Re-provisioning deletes your service information, modifications and serial number and then reloads.  Re-provisioning is an effort to either correct or update any of their service codes.

    When Cox either provisions or re-provisions a cable box, a T code (telephone) will pull data from their telephone system.  If configuration data in their telephone system changes...which is happening due to their "upgrade"...they have to re-provision your service to load those changes.  If Cox has to keep re-provisioning to correct your telephone service, something in their telephone system keeps changing...or the change has a glitch.

    Cox doesn't update customers on service outages because it's bad marketing.  It's better to run you through their rigmarole until its fixed.

  • Posted by GrannyCindy
    3 Oct 2017 10:10 AM
    Same problem here. It just quit showing up. I haven't called tech support as it appears based on this discussion they are not sure what is wrong or do not know how to fix it. Hopefully someone from Cox will provide an answer to this discussion.
  • Posted by Becky
    3 Oct 2017 10:37 AM
    Hi Everyone,

    While the on-screen call history is no longer available, the TV Caller ID feature is still compatible with Contour 2 receivers. If the TV Caller ID banner no longer pops up on your screen when you receive an incoming call, check your settings to ensure that TV Caller ID is active.

    1. Press the CONTOUR button on your Cox remote to access the Main Menu.
    2. Press the right or left arrow to highlight the gear icon, then press OK.
    3. Press the up or down arrows to highlight Preferences, then press OK.
    4. Press the up or down arrows to highlight Notifications, then press OK.
    5. Press the up or down arrows to highlight Contour Voice.
    6. If Caller ID is OFF, press OK to turn it ON.

    If Caller ID is ON, press OK to turn it OFF and exit the menu. Then, go back to the Contour Voice menu and turn Caller ID back ON. Place a test call. If the Caller ID banner still doesn't display on your TV, further troubleshooting is necessary. Email our team at cox.help@cox.com. Include your full name, address, best contact number, and the URL link to this page in your email.

    Becky K.
    Cox Support Forums Moderator

  • Posted by crcrcrc
    3 Oct 2017 11:33 AM

    Hi Becky,

    This isn't what's wrong with mine but maybe that will help someone else.

    The problem with my issue has to do with the "reprovisioning".  I've been told by the Cox reps that they have to re-do my acct in order for the Caller Id to work on the TV.   That's the only thing that makes the caller id work and then it only works for 4-5 days then goes out again. 

  • Posted by Bruce
    3 Oct 2017 6:43 PM

    I have Rovi because I have only 1 TV and no desire to record.  However, it seems as though my Cox Solutions are turning into Dysfunctions:

     - Closed Captioning button on the remote doesn't work
     - Auto-Tune to HD in General Settings doesn't work
     - Caller ID on TV doesn't work
     - Call History on TV doesn't work
     - MLB Extra Innings doesn't have HD channels
     - HBO only has 2 of 8 HD channels...that's a 25%

    It's falling apart!

  • Posted by gsc331
    4 Oct 2017 7:39 PM

    I switched to contour about a month ago. Caller id wasn't working. finally after after about 5 techs came out I finally got one that actually works for Cox and he got it working. I don't know who he called but between the two they solved it. this is all Cox's fault for using these idiot third party techs to come out although I requested a cox tech each time. In the future whenever a third party tech comes out I will immediately call Cox for a credit. We pay Cox , so we should get Cox techs. It's as simple as that.

  • Posted by Karen_R
    5 Oct 2017 2:01 AM
    Hello Crcrcrc,

    So that we can look into the Tv caller id on your account please email your full name and address to cox.help@cox.com. We will reply back once we receive the email. Thanks

     

    -Karen

    Cox Support Forums Moderator

    Smile

  • Posted by TK-70
    5 Oct 2017 7:54 AM

    Becky,

    From what you are saying, TV Caller ID is a valid feature and should work. 

    I will email in my vitals to cox.help, but you folks really need to get the first line tech support crew in sync with you.  When a customer (like me) calls in, they can't be telling customers that they think Caller ID has been removed.

    That inconsistency is more aggravating than the original problem itself.

  • Posted by TiffanyR
    5 Oct 2017 10:20 AM
    TK-70

    Thank you for the feedback. I have sent the representative's leader your feedback.

    Tiffany R. 
    Cox Support Forums Moderator

     

  • Posted by MindyACW
    7 Oct 2017 1:25 PM

    I have a minibox on the HD television in the kitchen (a new ROKU) and the caller ID does not show up on that tv.  Can I get caller ID on that television?

    If so, how do I do that?  I don't see a CONTOUR button on the remote.

  • Posted by TK-70
    7 Oct 2017 4:30 PM

    Cox reprovisioned my box last night but Caller ID still does not work.

    Now what?

    I am not a happy customer.