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New Contributor
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unable to schedule recordings with apps or online
Issue: None of the Cox online apps (the web site myconnection), cox connect, or the contour app seems to know that I have a DVR.
The online site tells me I don't have a DVR (and then tries to sell me the service) when I try to record something from the web page of when I try to manage my DVR. The Cox connect app fails with an error when I try to schedule a recording and the contour app doesn't give me an option to record a show... I have a DVR and am paying for the darn thing.
I've called tech support 3 times now and they have been unable to resolve this. They confirm I have a DVR,but can't seem to determine why I can't record anything. The tech has confirmed that with my log in credentials, he can replicate the situation, but he has no idea why its happening... This has been the situation since I got the contour setup in late december.
We have ruled out browser config issues, I've reinstalled the contour app, and the cox connect app was a fresh install after the problem and its unable to record anything.
My latest round with tech support says this is a known problem for the web site, but is unable to address why I can't record on either of the apps. Frankly, I don't believe tech support and think its a problem more specific to my account, but I'm unable to get COX to resolve this it appears. Very frustrating...
Any suggestions to resolve are most welcome.
ColleenD
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Moderator
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Our advanced internet support team has been trying to reach you regarding this matter. There was a patch released last week that was supposed to have fixed this issue. Since I've verified that the issue is still occuring I am sending the ticket back up. I'll let you know what I hear, but you may receive a phone call before I get a response on it.
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Zorkey
New Contributor
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Colleen,
Thanks for your response. I chatted with tech support again this morning and they are going to bring out a new Contour DVR box tomorrow and configure to see if that resolves the issues. Fingers crossed! :) I plan to not let the tech leave until its working ;)
Cheers,
Tom
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ColleenD
+2 more
Moderator
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Zorkey,
I've been advised that this issue has been resolved. Please test and reply with your results. I look forward to hearing from you!
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Zorkey
New Contributor
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Colleen,
Yes, the issue was resolved this weekend. The tech came out and had someone on the backend send a signal to the DVR box. After that signal was sent, I was able to properly access the DVR scheduling through the various online options. Many thanks your your help and for the follow up.
Cheers,
Tom
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