Can't cancel a scheduled series recording on Cisco 8965 Record 6 Box

I have the Record 6, Cisco 8965 Rev 3.5 4/9/14

I am unable to cancel a series recording. I have spoken to cox phone support, and have had technicians out twice.

I am now on my THIRD 8965, ALL with the same problem. The technician who was out to the house last, also tried

every way he knew, but was similarly unable to cancel a series recording. He installed a third box but it has the same problem.

I tried three methods.

Method 1

DVR LIST

Series Manager - Right Arrow

Select the program I want to work with, -Right Arrow

Down arrow to CANCEL SERIES RECORDING - Select

Nothing happens

Method 2

DVR LIST

Scheduled Recordings

Select the program

Select Cancel - Nothing happens.

Method 3

Go to program guide to the future program I want to cancel.

Select the program

Select cancel

Nothing happens.

I now have programs scheduled to record that I cannot stop from recording.

When I was on the phone with COX TV Tech support (Atlanta?) he was telling me that

when I select cancel the series, I should get a screen asking if I am sure I want to cancel.

I do not get any such screen. I tried it from all the available user profiles.

Still unable to cancel a series recording.

I think this is a system wide problem with the boxes that Cox is installing.

I think CISCO should be tasked to work on the problem with the users, and Cox.

SOMEONE Please help. Having the box recording programs I don't want is a big problem.

The box should work the way it is designed to work.

Responses

rednug

New Contributor

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11 Messages

Domino said:
StephanieA said:
Hi Everyone,

There is a known issue for not being able to delete recordings from another receiver. If you are having the problem deleting from the client box, we are working to get this resolved in a future update.

There is no know issue at this time for not being able to delete from the host DVR. If you are still having a problem deleting from the host DVR and would like to schedule a work order, please email me your service address, name on the account (if different), the Cox PIN or last four of the SSS, and a link to this thread to cox.help@cox.com.

rednug,

PLEASE tell me that you haven't been trying to delete programs from the host DVR from a client box. PLEASE tell me all of your attempts were from the HOST DVR. PLEASE...

Hi StephanieA, Oh goosh, that would have been a major FAIL on my part. But, thankfully, everything I had mentioned earlier was performed on the HOST dvr. To tell you guys the truth, I'm a bit burnt out with jacking around with this Contour for now. What say you guys and gals that we just focus on enjoying Thanks Giving with family and friends and enjoy our long weekend. We can pick this up later when Cox can point us in a direction. Thanks to StephanieA and Domino, and everyone else, for following this issue and providing assistance. I'll check in later next week to see whats-what. You all have a wonderful Thanks Giving - Kevin

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W0KIE

New Contributor

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4 Messages

Same exact thing happening on both of my brand new Cox 8742 2 tuner DVRs and a replacement older 2 tuner stand alone Cox DVR.. Example: Once a future recording gets checked it is IMPOSSIBLE to uncheck it. Same issue on canceling a series. Domino please don't claim that you are unaware of the issue. We need a fix or it is goodbye to Cox after many years of being a loyal Cox customer.

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Rocket67

New Contributor

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6 Messages

Let me add my name to having the exact same problem of not being able to cancel an upcoming recording or series. Here is my post from another Cox blog (At the time I wasn't aware of this blog about the same issue): (((("Hi folks. I would like to change the subject if I may. I just got a RECORD 6 DVR installed. Just the box (model #9865HDC); no guest boxes. I've read thru this whole blog list and don't seem to have any of the problems noted (like 1 minute recording). But I have a problem that no one has yet mentioned: I cannot cancel any upcoming programed recordings or series. I go to "Cancel this Recording" or "Cancel Series Recording" and nothing happens. No "are you sure" flags and no cancelled recording. I called cox and they said that it's the first they've heard of this problem. Maybe not a major problem (at least until these unwanted recordings mount up over time); but something is obviously wrong, and I don't want to start piling up my (desired) recordings and then lose them if I have to eventually get a replacement box. Otherwise this box works pretty flawlessly (except for the ridiculous no PIP of course). I had a Cox tech guy come over and replace the box. Exact same problem. The tech guy says that he has just started to hear of this problem on these Contour boxes; just this week; and feels that this new software problem will soon get a fix pushed thru soonest (Uh-huh!). Anyone else experience this issue; or have any info on it? Much appreciated."))) NOTE: The other blog, "Introducing Contour, the new personal video experience" shows other Cox customers also having the same problem. Sounds like a new issue. I am hoping that Cox tech will get on it soonest.

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michelea

New Contributor

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1 Message

I can't delete a single scheduled recording from the host or client boxes. It doesn't do a thing when you hit A"select". I'm so fed up with these boxes. Constantly having to reboot. And now this. Ugh.

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W0KIE

New Contributor

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4 Messages

"I called cox and they said that it's the first they've heard of this problem." Not true.

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Cristine

New Contributor

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1 Message

Hi - Did anyone ever get a resolution to this? I'm really frustrated, as well, that I can't cancel a series and it's one of those series that plays several episodes so I will have a bunch eating up my space in no time. I have the Cisco 8742HDC and have tried all the steps that everyone else has. Thanks.

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lakleeman

New Contributor

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1 Message

Same problem here - can't delete a scheduled recording - from client OR host box. Must be a software problem in Contour that Cox needs to fix ASAP.

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Madd

New Contributor

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3 Messages

I have the exact same problem. I called and a tech came out, still doesn't work. Everything else works, but can't delete season pass. I am glad I read this as they said, "never heard of that" and want to replace my box and lose all my shows for the last month. What a joke. It is obviously a software issue as they all worked before. They need to fix this bug and "push" a fix.

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ptuck874

New Contributor

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7 Messages

same here, hampton roads, i just have the 1 cisco box, no clients, cannot cancel a series recording, chatted online, they havent heard of it, called in, tech was cool trying to find info out, but they couldnt either, started happening last week on saturday i believe

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StephanieA

Former Moderator

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1.9K Messages

Hi Everyone, Our Contour 2.2.1 update should fix this problem. It will be pushed out to all markets in the next couple of weeks. You can sign up for email notifications on updates so you will know when your market was updated. Here's a link to get you started. You don't have to use an @cox.net email if you don't want. If the issue continues after the update, I suggest unplugging all boxes, waiting 2 minutes, and then plugging them back in starting with the host DVR.

https://ww2.cox.com/aboutus/email-preference-center.cox

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rednug

New Contributor

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11 Messages

Yup, the update got pushed to my device. This issue has been corrected. Thanks Cox

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Rocket67

New Contributor

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6 Messages

Yes, mine is now fixed as well. Can delete scheduled programs and series'. I wasn't optimistic about this fix coming out this soon. Thanks Cox.

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ptuck874

New Contributor

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7 Messages

Hey Stephanie,

Any update to when the Hampton Roads area will get the update? Thanks so much! :)

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Dina

Contributor III

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394 Messages

ptuck874,

This should be updated in your area from mid to end of this month. Hope this helps.

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JoBo

New Contributor II

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9 Messages

I have the exact same problem but only for certain shows. Some series cancel just fine, others I consistently get the message "unable to at this time". and one series that i did cancel, keeps on recording!!!! (Even from the main box) You have some serious software glitches in your Contour. NBC Nightly News is one that will not go away. Many other shows delete/cancel just fine.

Also from time to time, the guide info disappears. I can see the program schedule but NO INFO on any of the programs. resetting the box sometimes fixes it but often does not.

9865 HDC

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Can't cancel a scheduled series recording on Cisco 8965 Record 6 Box

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