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OLDCP's avatar
OLDCP
New Contributor

Crappy Contour Boxes

My problems started back in December 2015. Got new HD TV for bedroom, went and got new HD cable box. After hooking up I discover that I get 3 HBO HD channels that I hadn't been receiving on my other HD cable box. I had NEVER had to reset that old box, the support people reset it, still could not get those channels. They suggested change receiver, so I got a new CONTOUR receiver, it errored out during initialization and never came up, took it back and got another, this one I was able to get 2 of the 3 missing channels even after multiple resets, they sent a tech out, changed all the connections coming in the house, changed the cable and connections going to box, tested my signal, was way above normal required, still could not get that 3rd channel, tech suggested bad box. Got another box and finally got that 3rd channel, but now I have to reset this box at least 3 times a week. Out of the blue it won't change channels, it goes to the channel you request but is just a black screen and no sound, sometimes if you wait 3 or 4 minutes it comes in sometimes not. Has anybody else had a problem like this?

Contour Box

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  • StephanieS's avatar
    StephanieS
    Moderator
    OLDCP

    This definitely seems to be some sort of signal issue, I'd like to take a look at the equipment. Please send an email with your full address and name to: cox.help@cox.com.

    Stephanie S.
    Cox Forums Support Moderator
  • OLDCP's avatar
    OLDCP
    New Contributor

    Stephanie

    As luck would have it. I put this on the Forum right after going through the reset from your website, about 45 minutes later I needed to reset again and your system wouldn't let me since I had already done it once that day. I did an on-line chat with a support tech. As I stated here and to her, a tech has been out and changed all the connections coming into the house, the connection going to this box and the cable (his cable) to this box, he tested the signal and it was way above the required strength. The other HD box (not a DVR model) works just fine, our Internet is fine, the telephone works fine. The tech last night suggested a Box Change and possibly a tech visit. I only want a tech as a last resort as my wife works from home and uses the internet 8 to 10 hours a day so it is hard to interrupt that. It worked fine for the 5 hours after the chat tech reset last night, I guess we will see tonight, it will sometimes work fine for a day or 2 and then start messing up.

  • OLDCP's avatar
    OLDCP
    New Contributor

    So I am doing a little experiment. When the system would lock up and fail to change channels it seems in the past is was when I would key in the channel to go to.  Last night I only changed channel scrolling up and down through the guide or using the "previous channel" button and I also avoided any of the premium channels. Had no lock ups or delays. I will try this again tonight and then maybe work the premium channels into the test.

  • MariaL's avatar
    MariaL
    Moderator
    Hi OLDCP,

    We appreciate this update. Please keep us in the loop with any information you can provide.

  • OLDCP's avatar
    OLDCP
    New Contributor

    Continued the experiment. Only changed channels by scrolling up and down through guide or channel up and down and went to a couple of the HBO channels. No lock ups or delays. Next phase will be to try changing channels by entering the channel# and not use the guide, as I said that seems to be when it has the most problem. My quest continues.