Vegas_Mike's profile

Vegas_Mike

New Contributor

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4 Messages

Fast Foward Glitching and Sometimes Forces Box Reboot

Been a long time Cox subscriber, but our primary box rebooted mid-last week and since that time, fast forwarding on all NEW DVRed programming from that time now glitches and freezes when we try to fast forward through commercials.  Sometimes, the box locks up and just auto-reboots.  Obviously, this is VERY FRUSTRATING.  Now, our box is an old one from at least 6 years ago, likely before the pandemic.  We have more than 150 hours of programming on it, but that has never been an issue before.  I'm thinking maybe the box just needs to be replaced.  I'm fine with that, but I was wondering if anyone else has seen this exact issue happen to them in he past 4-5 days.  I know we would lose our recordings if we got a new box, but the wife and I are OK with that.  We can always on demand what we want to watch.

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LisaH

Moderator

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1K Messages

Hi Vegas_Mike. I am sorry to hear that this is happening with your cable box. You can unplug the power to the cable box for 2 minutes to reset it and also verify the coax cable attached to the cable box is tight. If that doesn't work, I recommend that you replace the cable box. If you need assistance, please contact us via phone at 1-800-234-3993 or via email using cox.help@cox.com. Thanks, Lisa Cox Support Forums Moderator

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Vegas_Mike

New Contributor

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4 Messages

Yup.  Already rebooted it myself a few times and the problems persist.  I plan to call in tomorrow and see about getting a new box.  Thanks.

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LisaH

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1K Messages

You are welcome. - Lisa Cox Support Forums Moderator

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DonLasVegas

Visitor II

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2 Messages

I am having the exact same problem with my Cox Contour DVR box.  I suspect that all DVR recordings are no longer on the internal hard drive in the DVR.  I think that all recordings are now on a Cox server. All commands that you issue on the Contour remote are not processed directly on your DVR.  Each time you press a button on the remote, the command is sent to a Contour server to be processed and executed.  I am in Las Vegas and I suspect that you are too from your username.  This might be a local issue in our area only.  Lets hope that something is done about this issue soon.

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StephanieS

Moderator

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707 Messages

DonLasVegas - Sorry to hear that you're having trouble with your DVR. We can definitely take a look for you! Please email us at cox.help@cox.com and include your full name, address and a link to this Forum post. We can help! 
-Steff

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Vegas_Mike

New Contributor

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4 Messages

@DonLasVegas​ Yup. I just got a replacement box and it's working fine.  What is interesting is that even though the old box was taken offline and there was an hour or so before the new box was connected, the shows we DVR during that time are still available to watch in full!  That means you must be correct in that the shows DVRed are no longer stored in your box, and must be on a server elsewhere.  BTW, the fast forward commands are much smoother now on the new box.  Oh, my system is an older one from 7 years ago and it's not wireless.  It's all wired.

(edited)

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StephanieS

Moderator

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Vegas_Mike - we're glad to know that everything is working as it should with the new box! Thanks for letting us know. 
-Steff

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clancytorres

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Yes we too have this recent problem. We tape everything to watch later and it reboots multiple times each night.  Wondering if we need a new Contour box or Cox Cable addresses this issue for all of us.

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JuanC

Moderator

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123 Messages

Hello. I'm very sorry this is happening. Please reach out to us at cox.help@cox.com so that we can further assist you with this issue

 

Cox Forum Moderator
-Juan

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DonLasVegas

Visitor II

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2 Messages

@clancytorres​ 

Cox Help (CCI-Atlanta) responded to my email suggested by Moderator StephanieS. They ran a signal check and did a reboot from their site and found all signal levels to be good, but there were errors recorded in the logs. They sent me the following new technical report that was just released to them:

 

Known Contour Fast Forward and Rewind Issues

Details

An issue has been identified that is impacting some of our customers when they attempt to fast forward or rewind live TV, a recorded program or EOD programming that causes the box to reboot on its own.

  • The issue is likely related to specific streams so swapping out the box or scheduling a trouble call will not resolve the issue.

  • Teams are working to identify and resolve the issues.

  • There is no ETR at this time.

Note that the technical report states that swapping out the box or scheduling a trouble call will not resolve the issue and that there is no ETR at this time. I am assuming that ETR is Estimated Time of Resolution. I would like to thank Moderator StephanieS and the Cox Help (CCI-Atlanta) tech who provided me with the latest information on the issue.  Lets hope that the issue gets resolved soon.

(edited)

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StephanieS

Moderator

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707 Messages

DonLasVegas - So glad to know that you did get the information that you did! Please know that you can reach out to us here and at cox.help@cox.com 24/7. Have a great rest of your day! 
-Steff

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