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New Contributor
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Notification of Known Problems
After waiting ON HOLD for 25 minutes, I finally got a tech to answer, after explaining my problem he tells me it is a known problem and they are working on it.
In the past, when you have a KNOWN PROBLEM you put that in your phone message so we ALL don't have to WAIT ON HOLD.
I thought that was a very good idea. DON'T YOU ?????
The problem was that the guide had stopped working, but I could still watch TV.
After waiting for the problem to clear, I re-booted my TV's.
The TV without DVR came back on, still without the guide.
The TV WITH DVR never came back, it is stuck trying to load the guide.
Your tech told me that was in his email from Atlanta (don't boot, you will lose your picture) !!!
That would have been a nice email to forward to those of us who are now without a picture !!!!!!!
ChrisL
Former Moderator
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I apologize for any inconvenience this issue caused. We did experience some difficulty with the Whole Home DVR guide yesterday which should be resolved by now. If you're still having any issues please let me know.
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OBVaca
New Contributor
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I started having guide problems also. I have a whole home DVR system with two DVRs. The guide looks like it has an aspect ratio problem. The guide no longer fills the screen side to side. This problem is duplicated on the second DVR.
TV can still be watched and recordings accessed.
Unable to contact Support by Phone or Chat.
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Bill77
New Contributor
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I am having Guide problems in Tucson.
I have a whole home DVR system with 1 DVR and 3 TVs.
The guide no longer fills the screen side to side... Everything is squashed to the left.
Same problem on the other two TVs.
Unable to contact Support by Phone or Chat.
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OBVaca
New Contributor
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I just called and used automated system to re-boot the boxes. This worked for me.
Good Luck
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Notification_of
New Contributor
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Chris,
We are still having problems with this issue. It appears that other users are rebooting and having further problems while others are rebooting and the issue resolves. I would appreciate official input from Cox on the resolution of this issue. We have 2 whole home DVR boxes and additional boxes on 4 additional TVs.
Thanks,
aztcraig
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Domino
Valued Contributor III
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I had this problem yesterday (Tuesday) afternoon in San Diego. All TRIO screens were squished to the left. A re-boot fixed the problem.
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mrsapr2
New Contributor
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When I left for work this morning I still had no guide! Afraid to do anything about it because everytime I reset the box I have more trouble! STILL VERY UNHAPPY WITH THE WHOLE HOME DVR!!!! And all though Chris that replies on here tried to help he was gonna refer my problems to a tech in my area and never heard anything from anyone!!!! All they keep telling me is there is nothing they can do because the whole home dvr system was rushed to be released and has major bugs! Wish I would of never gotten it! My husband is now very upset with me for getting after this recent issue that is still on going! I am paying over $200.00 a month for something that only works half the time.......
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Notification_of
New Contributor
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Yes Chris. We are still having problems. Very disappointed that Cox has not provided more support and information regarding this issue. Everyone is on endless hold when calling customer support. The online chat is unavailable. We all would appreciate an update and recovery information.
Thanks,
aztcraig
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ChrisL
Former Moderator
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A reboot of the boxes should correct any lingering issues. If that doesn't correct the problem a call to technical support for further troubleshooting is probably necessary.
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Notification_of
New Contributor
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ChrisL,
Thanks for following through on this post. I appreciate the help. The Self-Service system reset has solved our problem. I hope that this solution is equally successful for other users.
Again, thanks!
aztcraig
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BobMike
New Contributor
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Sorry but this is wrong, at least according to tech support. Just spent 10 minutes on hold and was told that the issue is nationwide and is supposed to be resolved by tonight (01/10/13). Resetting would just mess up your box as noted by earlier posters. No word as to what the problems are, what caused this or anything on the tech support call in. I have spoken to at least four different tech agents over the past three days and got differing info from each. One thing I was told is that we are to be getting credits for the down time. If this is nationwide, it will cost Cox a bundle and serves them right. The Cisco system was put out before it was ready, sold with false advertising and too expensive. The alternatives (Century Link in Las Vegas or satellite) do not appeal to me so we are stuck. Wonder what will happen with the new boxes that will supposedly be able to record six shows at a time on one box. Something for Chris to respond to or at least think about would be a notification system before software changes are pushed through and what they will include.
BobMike
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jrg-p-ode
New Contributor
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I also have had this problem. Rebooting sometimes fixes the problem for a short while but it returns. The guide is the worst that I have ever seen. Programs show up as "new" even though they were aired last week. This really messes up the "Series Record" when trying to record 1st run programs. Also when doing a Title Search from the guide it will show no results when the program is right there in the guide. The "Whole Home" is much worse than the old system.
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Domino
Valued Contributor III
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The "new" or repeat designations are part of the data provided by Tribune Media, who provides all of the data for TRIO and other guides. It's not the fault of the guide.
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