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eyealaska's avatar
eyealaska
New Contributor

On Demand Stutter/Pixelation

Hey all,

I have a Contour box and my Cox modem/router plugged into a splitter, which is then plugged in to the wall connector. When I try and play On Demand content, I get video and audio stutter/pixelation to the point where it's unwatchable. I also get this effect occasionally on live channel viewing, but not enough to annoy. I reached out to Cox last week and the rep I spoke with recommended I replace the splitter, which I did, but the problem remains. However, when I connect the Contour box directly to the wall connector, the problem is eliminated immediately. Also of interest is that when I connect the Contour box to the splitter, but remove the connection from the splitter to the modem, the problem disappears. The Cox rep I spoke with last week said that a tech can come out, but that it could cost me $75. This doesn't seem right considering I'm limited in my options, and have already attempted two out-of-pocket purchases to remedy the situation.

What can be done to fix this, without having to shell out any more money to additional equipment or a tech visit?

It should be noted that both splitters were brand new, and both rated very highly online.

Thanks to whoever can assist.

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  • StephanieS's avatar
    StephanieS
    Moderator
    eyealaska

    I'd like to take a look at your account. Please send an email to: cox.help@cox.com and include your full address and the account holders name. Please add to the subject line that this is regarding a Cox Forums post.

    StephanieS
    Cox Support Forums Moderator
  • eyealaska's avatar
    eyealaska
    New Contributor

    Hey StephanieS,

    I just e-mailed that e-mail address with the information you requested.

    I'll follow-up on here to post an update once I've received an e-mail back.

    Thank you.

  • eyealaska's avatar
    eyealaska
    New Contributor

    Hey StephanieS,

    I received a response from a Jonathan J, and it was suggested that purchasing a Cox service plan would offset the $75 charge for a tech showing up.

    However, I'll convey to you what I relayed to him (and mentioned in my initial message): It's frustrating to be told that I may need to spend more of my own money before getting my service up to a basic, acceptable standard. I've already purchased two separate splitters, in addition to the $150/month I shell out for Cox cable, internet and home security. Asking to have someone provide me the service I'm already paying for shouldn't come at an added price tag.

    So, I'll pose the same question as I did to Jonathan: How do you advise we proceed in a way that'll keep me from having to spend money I don't have, just so I can enjoy the basic amenities of my service?

    Thank you.

  • eyealaska's avatar
    eyealaska
    New Contributor

    An update for those wondering (or experiencing a similar issue):

    I've now been told by three or four different Cox representatives that I essentially have no choice but to pay $75 for a tech to come out, or purchase the the Cox service plan to "offset" the charge, all for an issue I've endured since day 1, and have already spent my own money twice to correct. They're now saying that my wall connector/outlet could be the issue, and that I could even hire a "low voltage wiring technician" to come out if I don't want to pay for one of their techs -- THAT'S where we're at now.

    It's at the point where I'm going to begin searching for a method of escalating this issue to a higher level. Asking your customers to shell out their own money for a service they're already required to pay for (Cox Signature Community), is beyond nauseating. 

    If anyone has any constructive advice they can offer, I'd love to hear it. Otherwise, I'll keep updating this thread as necessary. I'll also be reaching out to our residential complex for assistance.

    Unbelievable.