Remote control

The TV remote does not have the buttons that the guide calls for.  What do we do to enable of the features?  Example- booklet says to go to "menu "and scroll down to" caller ID "but "caller ID" is not there.  The on line guide says to get to contour voice and press OK to toggle off-on. When doing so, other settings default to some presets.  When contour voice is off, all notifications defaults to "custom" and contour TV defaults to "on".  When voice is turned "on", the others default to "on".  Banner duration and position as well as call history are not accessible as called for in on line guide.  Any help/advice will be very much appreciated.  We have not tried resetting anything as our setup was done by Cox only a week or two ago and they have sent techs who did resets and said their engineers would fix what the techs could not within a day or two, but we haven't heard from them.