Las Vegas Issue? 14 months of DVR'd shows and films ALL disappeared/deleted! New recordings not saving!

Don't you love this Cox commercial about Cox being your friend in the digital age to sell us the DVR service: https://youtu.be/K8QYAfYG1VU 

i so agree with you. I just lost over 700 hours of carefully selected DVR recordings from the last two years I invested in putting together my online Cox library- as Cox advertises in selling the DVR service: "Create your own movie library with the largest selection of the latest movies, your favorite tv shows etc. The tech came to my home to check out why my Contour 2 DVR receiver was constantly freezing when searching the movie guide, which clearly it is a problem with Cox wiring and the Panoramic WiFi router that my tv and computer are connected to - and he swapped out my Contour 2 receiver for another one and didn't do anything with the Panoramic router (which hasn't received a signal for update or reset in 109 days). He didn't tell me, no one told me, that all of my recordings are stored in the old Contour 2 receiver, not in the Cox data storage center, thus EVERYTHING IS LOST AND GONE IN THE NEW CONTOUR 2 BOX. They never told me I would lose everything when changing receivers. You know how I know something is very fishy and makes me think they are scamming us to buy and rent new shows and movies by losing all of things we recorded and watch from the stored recordings saved? Because in the new Contour 2 receiver all of my titles of movies I had stores in the recording saved section are on the new Contour 2 box as are all the titles of the movies I listed as my favorites; what is missing is the actual recordings. How could a brand new Contour 2 receiver have all the names of the movies and shows I recorded, but all my settings from the old Contour 2 settings are gone b/c it's a new receiver. Also my previous selected favorite channels guide settings are on thr new Contour 2 receiver. How is thst possible if its a brand new receiver with no prior settings in it, everything shoudl be factory new without any settings. The only thing NOT on the new device are all my recorded and saved movies. Why is that? This means they purposefully deleted access to the saved recordings, but its in the digital system that they were my saved recordings. They know exactly what I saved and they can transfer and restore any data they choose to transfer. They are not truthful at all. This is all about getting customers to watch and record new content to sell info to advertisers who get nothing from customers who are only watching recorded, saved movies. They want revenue from advertisers and stores all our,data and what we watch to sell it to advertisers. Advertisers are not going to pay increased ad rates if customers are not watching new programs b/c they are only watching their recorded programs. However, that is not my problem. That is why I'm paying $20 a month to record and watch what I want to watch plus the monthly charges for the movie channels and the cable itself..  This is a complete breach of FTC and consumer protection laws. See the photos below proves it. I went to my saved playlist and under rhe category SyFy it shows the one new movie I recorded with the new Contour 2 receiver The Fifth Elememt and next to it it shows a 2nd box of 26 programs that read "unavailble" When I click on unavailable it brings up everyone of the titles of rhe movies I had recorded on the old Contour 2 receiver but now they are no longer available for me to watch as recorded, saved movies. WHAT DID I PAY $8.50 per momth for the DVR receiver and $12.99 for the service to record selections for, only to have Cox break their annual contract, losing all of my recordings while,they continue charging for the equipment and service. This is a violation of consumer protection laws under California law and other state and federal laws as well as the FTC regulations and the FCC who regulates their business practices and ability to charge customers for services. 

Hi, VegasVallley2019.

This is extremely unfortunate. I honestly believe you are on the best course toward any possible resolution, by keeping the appointment you have arranged.

Erica
Cox Forums Moderator

Hi VegasVallley2019, your description of feeling punched in the stomach when you realized your saved DVR content was missing is spot-on. I've been in your shoes, and it was no fun. We hate to think about it, but technology occasionally fails us. Hard drive data corruption can occur due to mechanical component issues, software errors, or even electrical events. Once a DVR is unable to play recorded content and/or unable to record new content, the only option is to replace the DVR. You aren’t required to replace the DVR with the same model. Equipment is based on market availability. We can FedEx another DVR to you (along with a prepaid return label so you can return the defective DVR), schedule a service call so a field technician can install another DVR, or you can swap the defective DVR at a Cox Solutions Store. With the current Cox DVR technology, your On Demand purchases, rentals, Accessibility Settings, Recommendations, Favorites, and Watched List are cloud-based; meaning they are available even if you swap one DVR for another. Parental Control Settings, Video Resolution Settings, Audio Settings, Language Settings, Preferences, and recorded content are stored on the DVR hard drive and cannot be recovered in the event of a hard drive failure. There are two Contour 2 DVRs available; the Cisco Explorer 9865HDC and the Arris XG1v3. Both have a 2 terabyte (2TB) hard drive and 6 tuners (www.cox.com/.../identifying-your-cox-digital-receiver.html). I know this experience has been heartbreaking and disappointing, and that we may lose your business as a result. We are moving towards a complete cloud-based platform; we just aren’t there yet. -Becky, Cox Support Forums Moderator