This has been an ongoing issue for over a month now. The only channels I can see and access in the contour app and at watchtv.cox.com are some TvGo channels. This is occurring inside my home while using my home network. Previously, all channels I subscribe to were available for viewing. It acts as if I am trying to access the content from outside of my home. Have been dealing with cox phone support for a few weeks now with no resolution. Hoping someone here may have some insight...

I lost the same channels Jan 1 and still not working. I was on phone with Cox support and didn't resolve the issue. They are aware of the problem. They didn't have a clue. This has happened three times in the past and lasted for only a day. Longer now. What's going on?

Hi Nanseeq and Mr Kuz, When looking at the list of Live channels at watchtv.cox.com, make sure you have no Filters set. Click the Filters button in the upper right-hand corner, click CLEAR ALL, and then click APPLY. Please do this even if there are no current filters set. After going through the above steps, scroll through the list of Live channels. Do the channel numbers in the channel lineup simply skip some channels?

It did not correct the problem. I use the contour app on two devices. The app is not working correctly on both. I have spoken with tech support and they are aware of the problem and didn't have a solution or know when it would be working. This has happened in the past and lasted for about one day.

Mr Kuz,Since I haven't yet located an escalation ticket similar to what you've described, I'd like to submit a ticket on your behalf. That way, I can ensure the issue is escalated correctly. Are you able to post a screenshot or two? I'm especially interested in seeing how the list of Live channels is displayed: From the Contour app on a mobile device From watchtv.cox.com using a browser If you are unable to post screenshots here, please email me at cox.help@cox.com and include the screenshots as email attachments. Thanks!

Hi Becky, I have checked that the channels are not being filtered. Also, the issue is occurring across multiple devices. The channel lineup does not show channel numbers since this started happening (mid December). They just appear with TVGo next to them. Here is a screenshot of what I see:

Missing Live TV channels in contour app

13 Replies

Replies have been turned off for this discussion

Mr_Kuz
New Contributor
I lost the same channels Jan 1 and still not working. I was on phone with Cox support and didn't resolve the issue. They are aware of the problem. They didn't have a clue. This has happened three times in the past and lasted for only a day. Longer now. What's going on?
Becky
Moderator
Hi Nanseeq and Mr Kuz,

When looking at the list of Live channels at watchtv.cox.com, make sure you have no Filters set. Click the Filters button in the upper right-hand corner, click CLEAR ALL, and then click APPLY. Please do this even if there are no current filters set.

After going through the above steps, scroll through the list of Live channels. Do the channel numbers in the channel lineup simply skip some channels?
Mr_Kuz
New Contributor
It did not correct the problem. I use the contour app on two devices. The app is not working correctly on both. I have spoken with tech support and they are aware of the problem and didn't have a solution or know when it would be working. This has happened in the past and lasted for about one day.
Becky
Moderator
Mr Kuz,

Since I haven't yet located an escalation ticket similar to what you've described, I'd like to submit a ticket on your behalf. That way, I can ensure the issue is escalated correctly. Are you able to post a screenshot or two? I'm especially interested in seeing how the list of Live channels is displayed:

From the Contour app on a mobile device

From watchtv.cox.com using a browser

If you are unable to post screenshots here, please email me at cox.help@cox.com and include the screenshots as email attachments. Thanks!
nanseeq
New Contributor
Hi Becky,

I have checked that the channels are not being filtered. Also, the issue is occurring across multiple devices. The channel lineup does not show channel numbers since this started happening (mid December). They just appear with TVGo next to them. Here is a screenshot of what I see:
StephanieA
Former Moderator
I'm not seeing a screenshot attached to your post. Please email us with the account details, the screenshots, and a link to this post to cox.help@cox.com.
nanseeq
New Contributor
Hi,

I am not sure why the image is not showing. I am sending the info to the support address.

Thanks.
Becky
Moderator
Hi Nanseeq,

Thanks for your email and the screenshot! I'll reply shortly. We'll get to the bottom of this for you!
Mr_Kuz
New Contributor
Cox support told me it was a tier two. I don't know how to send a screen shot form m iPad or iPhone. The first listing is A&E "TV GO". On 1/318 Cox support told me there were similar calls on this. It went out late 1/1 to early 1/2/18 during the night. The app is not working correctly on my three devices. When will it be fixed. I have had other problems with loosing partial services with cox in the past. I believed I have been with Cox for 30 years. I am paying a lot for this service. I deserve an answer.
nanseeq
New Contributor
Mr Kuz,

Seems like we are experiencing the same issue. My problem started in mid December and have I been working with phone support for a couple of weeks and they don't seem to know what is going on. I think their system is having trouble detecting that we are not "outside of home" and is blocking all the channels except for TVGo streams. Phone support also told me that this was escalated to 2nd tier.