New Contributor
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2 Messages
WatchESPN - Can only view ESPN3
I just got my new AppleTV box the other day and downloaded the latest update that allows me to use the WatchESPN app installed on it. I was able to easily authenticate myself as a Cox subscriber. But that is where the fun stopped. When I tried to view ESPN, ESPN2, or ESPNU. I get a message that says something like, "can't show the video, this channel is not part of your TV subscription package.
The only channel that works is ESPN3, and I'm not receiving or have access to all of the channels as communicated in this Omaha link below:
http://ww2.cox.com/myconnection/omaha/watch/watchespn.cox
I did some further troubleshooting, and I have the same exact issue through my Xbox as well. I'm able to authenticate without any issue, but that is where it stops...only access to ESPN3.
I did a Live Chat with a Cox representative the other evening, and he kept resetting my cable box and telling me to "try it again" or "pull the power cord for 30 seconds." No matter how many times I explained to him that it has nothing to do with the cable box (other than I can view ESPN, ESPN2, and ESPNU on my TV as part of my monthly subscription), he kept asking me cable box questions (e.g. is the clock showing on the front of the cable box?). Finally, I had enough and asked for a level 2 support person to which he insisted that a technician would have to come out to the house and we would have to schedule an appointment. I opted not to do that because nothing is functionally wrong at the house. [Remember the scene in the Tommy Boy movie where the ticket agent says she doesn't have any flights going to Chicago, but she does have a flight coming back from Chicago if that would help - that's kind of how this Live Chat session went.]
Anyway, I would appreciate for someone to give me a number to contact where I can get some support, or at least point me in the right direction. I've already contacted ESPN, and they pretty much told me to pound sand. I have a feeling I know what the issue may be, but need someone to validate it - I have a static IP address at the house which falls under Cox Business for my Internet. I'm wondering if that IP address is not being recognized on the consumer side of the house. That's about all I got at this time that would make me different than the standard Cox subscriber to which their WatchESPN account apparently is working just fine.
Thanks for letting me vent a little - I hope someone reads this and can throw me a bone.
ChrisL
Former Moderator
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7.1K Messages
12 years ago
If your Internet is provided through Cox Business and your video is residential that likely would be the issue. Those services would be on separate accounts and there is no way to link them at this time.
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Huggy_Bear
New Contributor
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2 Messages
12 years ago
Thank for the timely response...I appreciate it! I had a feeling that was going to be the case. I've got to say that is truly unfortunate that Cox can't accomodate this. With many ISPs that I have worked with in the past, to get a static IP address for residential, you don't have to go through the business side of the company to do this. But for some reason, Cox insists that a static IP address has to come from the Business Solutions side of the house. Which creates a ton of issues for a residential customer.
For example, I get bombarded (daily) with mailers from Cox wanting me to sign up for more services (that I already have). The Business side sends me mailers asking me to get a business phone line at the house to go along with my business Internet. The residential side sends me mailers wanting me to sign up for residential Internet - which I already have through Cox Business Solutions. That's just the mailers - I also am fortunate enough to get the phone calls from Cox selling me services I already have. No matter how many times I ask them to stop calling because I have the services already...you guessed it - they just keep calling.
Now I can add this to the list - WatchESPN doesn't work for folks that have residential TV but are forced to have a Business Internet connection just for a static IP address. And the answer I get is, "we can't help you." Honestly, I believe that the answer is you could if you wanted to. I don't think it has anything to with linking accounts; rather, it is most likely about adding IP address ranges from the business side to list of residential IP addresses that are currently being used to filter who is a customer and who isn't.
According to ESPN's response to me, if I can't be confirmed as a member of a participating ISP (like Cox), then I will only receive ESPN3 through the WatchESPN app. Essnetially, the only way they are doing this is through IP addess ranges supplied to them from the various ISPs.
Thanks for putting your customers in a no win situation with your spirit of customer service!
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ChrisL
Former Moderator
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7.1K Messages
12 years ago
One challenge is that the video product is licensed differently for residential and commercial use. Business video for example is priced by the number of seats that can view it in many markets for example and the streaming model simly doesn't fit into that very well. The challengs aren't just technical but also legal.
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wees41
Contributor II
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699 Messages
12 years ago
Why do you need a static IP? if you aren't running servers which would be one reason you would need business class internet. You could switch to residential and then it should work.
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