At this point, after four months of dealing with Cox on extreme DVR issues, I have come to realize after being a customer between 25 and 30 years that Cox has the WORST customer service and technical service I have ever experienced in my lifetime. On April 25 of this year, my wife and I moved from one house to another. Long before that move, I contacted Cox to make sure they knew that service would need to be changed to the new residence. During the move, the only thing I did was disconnect the cable boxes and modem, and reconnected them at the new house. The very next day, I probably had well over 50 to 60 shows deleted, never to be seen again (even though I have the impressive "cloud" service they pitch to everyone when they are selling their product). By the way, as a side not.... the cloud service doesn't work. This entire time, I have never had a show recovered by Cox. Now, let's jump ahead nearly four months. Since that time, Cox's system has reset my DVR boxes at least 15 different times, and erased everything I had recorded between those time periods. As stated before, not a single show has ever been recovered by Cox. Why do I say at least 15 times, because I was recently told by a Cox representative that they have had number of tickets opened on this issue under my account, and that I had phoned them at a minimum of 15 times since the end of April. Anyway, every single time their system resets the DVRs, when the TVs are turned on and I attempt to record something, messages come up on the screen that I need a subscription to the channel in order to do the recording. The only way to get around this is to unplug each DVR box in the house and basically do a hard reset (as if they were brand new DVRs coming out of the boxes), and then it will start recording again. After a few weeks, Cox's system resets the boxes again and we go through the same process. It's like the movie Groundhog Day about every 10 days; sometimes even shorter on a few occasions. In July, I finally came across a su[Edited as per community Guidelines]isor from Cox (if you don't know, one never gets to talk to the same person from Cox about any of these issues), who told me that he was well aware of what was going on, and he believed it had something to do with how the new residence account was set up and coded when we made the move in April. He assured me that this was an issue that could be fixed. After that call I will say for three weeks, not a single show was deleted and the DVR boxes never reset, until yesterday morning. Last night, I spent nearly 3 hours, on and off, with various Cox representatives. If I went into that entire experience from last night, I would be here until the early morning hours typing it. At least up to this date, it was the absolute worst experience that I have had on the phone with them since this all occurred, with the exception of the first escalation team technician that I spoke to. Anyway, last night I did come across one technician who finally stated that this particular issue has been known and ongoing for several months, and that it had something to do with the DVR vendor that is used by Cox, and that they have been trying to fix the situation for quite a while. I thought to myself, it actually took four months for someone to say that, if that is truly the issue that is going on? Unbelievable. I can assure everyone who is reading this post that I have asked several people in four months why this is occurring, but this particular worker finally admitted after being pressed that it was a Cox vs. DVR vendor technical issue that is ongoing and has not been resolved. I know that I have spoken to so many Cox officials about this, and have been sent to their advanced technical unit several times to try to fix the issue. I did forget to say this: Back in July, after dealing with this for three months, Cox finally suggested and decided to send a technician to my residence to check out the modem and DVR boxes, their functionality, etc. I was assured on the phone that I would not have to pay for that house call, given all the problems that had occurred up to that point. Well, it was determined by the technician that the DVR boxes and modem had normal function and that the problem was most likely occurring on Cox's end. But, to my surprise this morning, an extra $100 was pulled from my bank account (when my bill was paid) for that particular onsite service technician to check on those items. I, of course, called Cox billing about it this morning. I was told that since I did not have the Cox Complete Care package (which is $10 a month), that service call charge could not be removed from my account; being that it is a contractual issue. I was even told that speaking to a su[Edited as per community Guidelines]isor would do no good that that I would be told again that the charge could not be removed. The billing person then basically tried selling me the complete care package after she had read the voluminous amounts of notes that have been in the system regarding this issue that started in April. I couldn't believe it. Cox is responsible for this happening to customers. But, while they (the customers) are down and having to deal with incompetence on Cox's end... Cox just figures let's just try to sell them another product. When many of the past calls I have had in the last four months were coming to an end, I have also been offered their excellent mobile service to purchase. I just shake my head about this whole situation. I am curious if anyone reading this has had the same issues with the DVR service? Let me know. I thinking it's time for a change, and soon.

(edited)

Welcome to the Cox Community

Deleted E-mails

Related Content

Recent Discussions