Forum Discussion

Rgrrl's avatar
Rgrrl
New Contributor
5 years ago

Contour App Server Error :: 3328

We just moved within the same city (Phoenix).  We had Gigablast service at our old place and our new place.  The tech replaced our Netgear router with a Panoramic wifi router.  Not sure any of that m...
Rgrrl's avatar
Rgrrl
New Contributor

Hi Jonathan,

I tried watching TV Online and it was not successful.  Not even a list of channels would load.  This error occurred twice:

Secure Connection Failed

An error occurred during a connection to watchtv.cox.com. PR_CONNECT_RESET_ERROR

I also took my phone off wifi and connected using cell service (as if being away from home).  The connection to a To Go channel worked instantly.  Of course, the local channels I want to watch for news did not connect because I wasn't on my local network.

Last night I also got this error message on my phone (in addition to 3328):

PromisKit.PMKError : : 2

A closure was called with an invalid calling convention, probably (nil, nil)

I've seen this same error a few times.  But, then, sometimes it connects and plays fine.  Go figure!

With our new installation, the Cox contract installer replaced our previous Netgear R6300 Smart WiFi Router (R6300v2) with a Panoramic Gateway.  We never had issues with the Netgear router, although we didn't often get close to Gigablast speeds. 

Should we replace the Panoramic Gateway with the Netgear router?

We did not test the app before the install tech left.  Wish we had thought of it.

Thanks for any help. 

susan

MariaL's avatar
MariaL
Moderator
5 years ago
Hi Rggrl,

We can certainly have our Video Network team investigate this further; however, we will need some information in order to do so. Please email our team at cox.help@cox.com with this post, your full name, and your complete address.

Maria
Cox Support Forum Moderator
  • Rgrrl's avatar
    Rgrrl
    New Contributor
    5 years ago

    Thanks, Maria.  I am in contact with the support team.  Certainly the problem will get fixed eventually.

  • Rgrrl's avatar
    Rgrrl
    New Contributor
    5 years ago

    Despite several emails with Cox's social media support and their sending out a tech to replace the cable box (which he said was fine and did not replace), the problem remains unsolved.  In theory, it has been escalated, but we've seen no evidence of any activity or follow up.

    Cox, this feature works in other locations, so there is definitely something wrong here. Any update you can provide is welcome before we make other decisions about continuing with Cox.

    Thanks.

    • KevinM2's avatar
      KevinM2
      Former Moderator
      5 years ago
      @Rgrrl, we cannot apologize enough for the ongoing issues, and this case is still being reviewed by our Video Escalations Team. When we receive additional information from them, we will follow up with you. -Kevin M. Cox Support Forum Moderator