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Customers and Cox Reps not being notified of OnDemand changes
I had contacted Cox a couple of days ago in regards to Epix no longer showing up in my OnDemand listings. It was formerly under "Premiums". This change took place a couple of weeks ago. I spoke to 2 different reps. The first rep couldn't find any info about this. The second rep checked into it and then said that Epix had likely pulled its service from OnDemand. Yesterday when I was browsing through new movie subscription listings, I discovered under "Movies" that there was a listing for Movie Pak. Under this listing, I found Epix. Needless to say, I was quite upset that OnDemand tends to move listings around without notifying subscribers or the Cox customer assistance contact centers. The reps can do well to satisfy customer questions only if the information is available to them. Apparently, they did not receive this information.
This wasn't the only channel that changed through OnDemand. There was a recent change with Bollywood Hits. I'm paying extra per month to access this channel. Unfortunately, it was left up to me to figure out that OnDemand changed its name from Bollywood Hits to Eros Now. There was no communication from Cox that would advise me of such changes. I can imagine that there have been several others that have been switched similar to these.
Also, on another note, I come across quite a few OnDemand shows and channels that are inaccessible at times. I keep trying back later but they still can't be accessed. Does Cox have plans to fix this issue so that shows may always be accessed without these errors?
To sum this up, I have no problem with Cox reps - they're all doing a great job. My biggest complaint is against the OnDemand service and its lack of communication to both its customers and the Cox customer service department. Please pass this on to the OnDemand management team so they can see that there is a legitimate issue with communications between their service and their paying customers. While this problem may not be on the high priority list, it is rather inconvenient for customers to be concerned about having to search again for their favorite channels and shows through the OnDemand services, after all, they are paying extra for this service or for some channels that are available only through OnDemand so these issues I mentioned should at least be resolved.
Thank you.
Health_Edge
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Valued Contributor III
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I feel your pain. I had all kinds of trouble with on demand(EOD) when I had cable service. Alot of it is I think the EOD system is partially run or maintained by an outside vendor. I don't think there is much oversight of this vendor group and I think communication with them may be difficult. I say this based on the timeframe between reporting a problem and seeing if fixed. I had to remove a cable box from my nieces room when it somehow started replacing the movie preview pictures for Disney with selections from the Adult section. I also found general capacity issues, especially when trying to access New Releases, or movies I assume are of high demand.
If Cox could modernize their EOD for video over IP, not only would it make it more efficient, but give greater control over the organization of content. I actually think this would be a better investment than trying to fix a video platform that is so long in the tooth.
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JC21
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PhxCoxUsr
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No doubt there is a lot of frustration with OnDemand. I enjoy watching the show "Supernatural" on CW which, as far as I can tell, is only available through OnDemand in my area. HD isn't available for this channel so I have to watch it in lower resolution. A portion of the head and foot of the picture gets cut off. My HD TV's pixel adjustments can't fix this properly. I've noticed that there's no consistency with the listings of episodes. As an example, it started at episode 1003 and went up to 1009, then those were removed and replaced with, in this order - 1013, a week later, 1012, another week later, 1010, then 1011 and then those were removed and then 1009 - 1014 reappeared a few weeks later. (Perhaps not exact, but this is very similar to how these episodes appear and disappear)
The premium channels aren't updated often enough. I've watched as shows have been removed but not replaced until a few weeks later. I've also watched as several shows were removed only to reappear as new shows a day later even though they're the same shows. Their rotation system is quite unpredictable as a lot of times I'm left wondering when new movies will be added to a tiny list of movies which is all that's left for a couple of weeks at a time. This is likely why a lot of premium customers, including myself, are dropping premiums for streaming services like Netflix, Hulu, and Amazon. OnDemand needs some serious improvements. And on a final note, new OnDemand movie releases are way too expensive. It's ridiculous that anyone should have to spend $6 - $8 to watch a new release that is usually available at the same time through Redbox for $1.50 or through the streaming websites for a few pennies each month.
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