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gmbutler's avatar
gmbutler
New Contributor

How do I reset my cable boxes without having to call in when the connection reset tool says my Whole Home DVR boxes are not eligible?

I have had my whole home DVR maybe a year and every month I personally have to reset my boxes. If I don't, then after about 5 weeks I start missing DVR recordings because it says the recorder isn't available while it is recording only a single show. My most recent miss was the epic season finale of flash that I ended up having to wait over a week to watch before it was actually put on On-Demand, of which of course mostly was spoiled to me by media and other people who got to see it because their DVR system doesn't ***. I can't just unplug it because my home theatre system is built in and not easily accessible. When I call to talk to someone they say to use the online tool but it doesn't work for me because it says my equipment is not eligible for a cable box refresh. My only option is to call and go through all the phone prompts to do it and that is a pain. It is so frustrating to have a new system and be told that I should be able to use the online reset tool but not be told why it does not work for me. Why won't it work? How can I get it fixed? The last time I spoke to Cox about this was 3 months ago and I was told they were sending it to their internet website people saying it was an issue with the website. But at the same time I went over to a friend and had him do it for his stuff and it worked perfect. Since then I have not got any information from Cox and it is just very discouraging. Anyone else have this problem?
cableboxreset
disappointed
DVR
dvr errors not recording

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  • Bruce's avatar
    Bruce
    Honored Contributor III

    Your equipment is not eligible for a cable box refresh?  That's odd.

    What cable box do you have that wouldn't be eligible?

    It may be a security setting within your browser preventing the Cox Refresh page from loading properly.  What browser and build do you have?  Do you need to add an Exception to allow https://www.cox.com to function?

    It appears the Reset button uses Java.  Does your browser have the Java plug-in?  Is it updated?  Is Java disabled?

  • Bruce's avatar
    Bruce
    Honored Contributor III

    If you feel your browser is properly set...Cox can re-provision your cable box in their database to eliminate any misconfiguration on their end.  From what I understand, Phone Support will need to create a ticket and assign it to another support office.

    I don't know why Phone Support wouldn't troubleshoot your issue further.  Perhaps lack of training.

  • StephanieA's avatar
    StephanieA
    Former Moderator
    gmbutler,

    What model receiver do you have? The Social Media Team is in everyday from 6am-3am EST. You can email us at cox.help@cox.com, message us at www.facebook.com/coxcommunications or direct message (DM) us at www.twitter.com/coxhelp to reset your receiver and we can take care of it.