Caller ID on TV not working

A technician installed the Contour box 6 months ago and ever since then no caller ID.   A technician has been out twice but could not fix the problem.

He tried to reach HDQ in Atlanta but after over an hour on hold -- no answer from them and he gave up.    The problem has been elevated to Tier 3 and from time to time someone will call me with their concern, but so far there is no help and no fix.     I notice from the other posts on this problem that many have had the same issue for over two years.   You would think Cox would simply admit they can't fix the problem and take the charge off my bill.