New Contributor
•
2 Messages
Cox On Demand and Premium Channel Failures
I, like many others, have been experiencing problems with Cox On Demand and Premium Channels:
- Attempts to watch On Demand programming causes the DVR to freeze. Power cycling the box seems to be the only fix.
- Similar problems occur when I try to access my premium channels
Email to Cox support has resulted in no response. A phone call to Cox support revealed that the problem is nationwide, Cox management is not providing any information to call center staff, and the call center staff have no idea concerning the cause of the problem or an estimate as to when the problem will be fixed.
Cox needs to do the following:
- Provide Cox customers with information about this outage, with daily updates until it is fixed
- Fix the problem ASAP
- Issue a credit to all affected customers
How about starting with #1?
mkant
New Contributor
•
2 Messages
11 years ago
The problem is persisting for me. I tried accessing HBO, Cinemax, Encore on demand last night (I am a subscriber) and either an error message pops up or the display freezes. Also, some of the derived channels (recommendations, viewed recently) show similar behavior. I tried accessing regular programming on these channels and some channels show "channel not available" warnings. We get the same problem on all three of our house's DVRs.
0
0
sfshark
New Contributor
•
1 Message
11 years ago
I have had the same problem, but it has persisted for months. We had a technician come out and replace the box. It worked for maybe 6 hours and then the system froze anytime we tried to access OnDemand or the premium channels. Device resets do not work most times. A technician is coming out again today supposedly. A representative scheduled someone to come on December 31st, but they did not show. Cox later claimed that the appointment was made for January 1 between 8-10AM. I am not sure who schedules appointments on a holiday morning at 8AM.
Additionally, Cox has told us that OnDemand is a feature that Cox provides for "free". Apparently, we only subscribe to live TV channels and I guess maybe the DVR. According to Cox, because we don't technically pay for OnDemand, it does not really matter to Cox whether OnDemand works or not.
Customers of DirecTV or AT&T U-Verse would not be treated in this way. I've had to upgrade our internet service so we can reliably watch TV shows through a Roku.
0
0
StephanieA
Former Moderator
•
1.9K Messages
11 years ago
The issues with OnDemand have been cleared. If you are still having a problem, please let me know what folder and title you are trying and if you are getting a error message.
0
0
missluci82
New Contributor
•
1 Message
11 years ago
And now I am absolutely furious. Here I am seeing this statement in the forums, and my OnDemand is still NOT working. I just got off the phone with tech support where I was told that no one had OnDemand at all and there was no ETA as to when it would be fixed. Clearly this is a LIE as there are people watching shows OnDemand right now. I pay for the premiums and part of that is the ability for this service. I am sick and tired of NOT getting a straight answer from anyone, but this takes the cake, as I am clearly being LIED to.
0
0
Linwe
New Contributor
•
1 Message
11 years ago
I have had on demand issues for weeks now. I rely on it but guess I have to move back to the dvr since cox can't deliver a reliable product. I was thinking about going with the security system. However, if they can't even deliver on demand I sure as *** am not trusting the security system to them.
0
0
Dina
Contributor III
•
394 Messages
11 years ago
I'm sorry to hear you feel you're being lied to. While I know it may seem this is the case , we are not purposely providing misinformation in regards this the On Demand situation. The issue was being worked on and appeared to be resolved when Stephanie posted however it seems to have reoccurred and there is another ticket open now for the issue. We are working to have this resolved as quickly as possible and thank you for your feedback.
0
0