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Cox Contour box is recalled
After weeks of on-going issues, no Cox internet or tv service for over 8 hours today due to an outage in New Orleans, and numerous service calls today, I was just told by Cox phone tech that my Contour Box has been recalled for quite a while. Really? You are just telling me this now? How can it be that after all of these issues that no one bothered to tell me that box box has been recalled? I've even had service technicians at the house. Shouldn't they know these things? So, I will wait for the next available service appointment on Tuesday. Until then, my box is just stuck in ia09 error code and will not reboot.
PBR84
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4 Messages
9 years ago
Maybe you should find another provider. Hardly worth getting in a tizzy.
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AllenP
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1.7K Messages
9 years ago
A month ago I received a popup when I signed into my Cox account. I also received an e-mail and a letter via snailmail informing me of the replacement program. It was also discussed on this board mid-January in this thread. So, at least in my case, Cox did a good job notifying me.
Also, if you have a Cox store nearby, you can exchange your DVR there without waiting for a tech appointment. Just disconnect your box, bring it and the power supply to the store and they will give you a replacement.
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nola70124
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22 Messages
9 years ago
For whatever reason, the technician I spoke to on the phone told me not to trade the box in at a store. He said I had to have a technician come out. I didn't follow his reasoning. It had something to do with codes and settings.
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StephanieA
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1.9K Messages
9 years ago
The recall on the receiver is for the hard-drive and not for the error code you are getting. You could swap the receiver but if there is still a signal issue, you will still have a problem. If you have bypassed all splitters and checked connections and the issue continues, I suggest scheduling an appointment. Please email me at cox.help@cox.com with the account details and a link to this thread.
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AllenP
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1.7K Messages
9 years ago
nola, I'm just a customer like you so I can't speak to a Cox employee's reasoning. When my harddrive went, I packed up my DVR and power supply, brought it to my local Cox store and they gave me a replacement packaged in a shiny white cardboard box, complete with cables, power supply and new remote. Got it home, reconnected the three cables (cable coax, hdmi to home theater and power supply) and was good to go. As I posted in the other thread, only downside is loosing all recorded shows and having to reenter series recordings. Series recordings can be an issue since you can't enter it until the show shows up in the guide. I record Gotham and it didn't show up until this week. I didn't have any coding or setting issues.
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nola70124
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22 Messages
9 years ago
I just do not know who to believe. I had technicians come to the house a few weeks ago, and was told my signals were really good. Yesterday two separate phone support associates told me my signals were really good. They also said the ia09 error was because the box was defective and recalled. I have a technician scheduled for Tuesday afternoon to replace my boxes (again, because I was told that I could not do the exchange at a cox store). Also, as an FYI, one of my boxes and TVs is working just fine for watching TV. All channels are coming in. It's just that it doesn't access the DVR functions. My other two boxes do not work at all. They are both stuck in reboot process with ia09 (one of these is the host box).
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AllenP
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1.7K Messages
9 years ago
Thanks for the explanation, Stephanie, I started my reply before receiving your post
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AllenP
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1.7K Messages
9 years ago
nola, sounds like you have a whole home DVR. That could be why they want to sent a tech, to be sure the boxes are communicating. I only have the single DVR so no whole home network involved.
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StephanieA
Former Moderator
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1.9K Messages
9 years ago
Since you are already scheduled for a tech, I suggest letting him come out to investigate. If your receivers are networked, he will have to make sure all the boxes are communicating before he leaves. As with most recalls (cars, furniture, food, etc.), the recall doesn't affect all receivers but we are replacing all of them just to make sure. The recall specifics are for customers who are having issues with recordings only. It could be that recordings are cutting off or not being able to play back recording. Since you are having a different issue, it would be best to have someone from the field handle your concerns. I can see if your appointment can be escalated. I would need you to email me in order order to do so. Let me know what you decide and I will take care of if.
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nola70124
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22 Messages
9 years ago
All boxes suddenly rebooted 30 minutes ago and everything is working again.
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StephanieA
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1.9K Messages
9 years ago
I suggest giving this a day or so to confirm. You can cancel your work order online or via the automated system when calling. Let me know if you have any other questions or concerns.
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nola70124
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22 Messages
9 years ago
Two days later and things are mostly working fine. The technician came today and said that my box was not recalled. He, like previous technicians, did not recommend replacing my box because it was mostly working. He suggested that I either live with my current equipment or wait for Contour 2 which is coming out in about a month. The only current problem that I have is that I can't set a series recording on any of my HBO channels (this has been an issue for a few months). Very odd. I can set series recordings on all other channels. The only way I can record an HBO program is to set a manual recording. I will choose to live with that as long as that's the only issue. I previously wrote about my issue with HBO series recording in this thread: http://forums.cox.com/forum_home/tv_forum/f/4/p/12610/49209.aspx#49209
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