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Greetings . .
This problem has been recurring since January. I have called at least 5 times, but still don't have resolution. Hard drive was less that 25% full, power cycling the DVR does nothing to correct the problem, even though one support person suggested the resolution would be to manually power cycle the DVR at least once a day.
Here is the scenario:
As I said, I have called multiple times over the last 6 weeks with no resolution. Three calls ago the support group decided to replace the Contour box - which they did. The tech did all the standard checks. All the levels were goo and he could find no condition on our drop that might cause the problem. All the old scheduled recording items automatically updated to the new DVR upon activation AND all the scheduled programs properly recorded and could be played back in their entirety ----- for one night, the same night that the DVR was replaced. The next night ALL recordings failed again. I called Cox Support again.
This time the support person suggested I delete and recreate all the scheduled items - - i did so and everything worked again --- for one night. He also forwarded the support tickets (7521244, 7676652) to another level but three days later I still haven't heard back.
Last night some more of the scheduled recordings failed once again and I called support once again, but didn't get any new information they offered to send a tech out again, but after reading the last tech's comments we agreed that would likely not be beneficial. However, the support person was professional and expressed a desire to help. I don't have any issue with any of the folks that I talk to when I call support, but they are pretty limited in what they can do for this problem and the back end guys are pretty busy - i guess - But as a customer this is pretty frustrating - -I have been with Cox since 1979 and have NEVER had a problem drag on like this. We had one problem where 300 feet of cable from the street drop had to be replaced - -- that only took a week.
We have someone coming out on on Thursday to swap out the box. We do have multiple items recording, but this works fine, "most" of the time. But some days the entire day of programming is lost and there seems to be no difference. IF there are problems with too many programs recording, one/some of these may not be recorded - i understand that as a reasonable response. BUT to ruin the entire nights programming? Even things that would happen after the multiple recordings, just does not make any sense.
The box was swapped out with a new type being put in...it worked fine for a couple week. Tonight our recordings were dumped. Even though I saw them set to record only a couple hours ago.
I just got off the phone with support. I was just told they pushed out a fix to my box for a fix to a "known multiple client issue". He said this should fix my issue. Either I was just blown off by the agent, who doesn't understand my issue. OR this resolves my issue. However that brings up another issue.
I HOPE this fixes my problem - but IF it does - why would I have needed to call in for this to be applied?
I've been having problems for months - but what about people who are seeing the problem who aren't calling in??
So - it was him just getting be off the call. I am having a Supervisory tech come out tomorrow. If that doesn't work, or there aren't at least solid next steps, I will be going with a different provider.