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metalbeard's avatar
metalbeard
New Contributor

Unable to access NickJr content after subscription upgrade

I upgraded my television service to include NickJr for my children. However, even after the upgrade, when I log into the NickJr app using my Cox credentials, the app notifies me that NickJr is not part of my television subscription service.  I get the same result when accessing content directly through nickjr.com using several different computers and browsers.

I have the same issue when accessing IFC (www.ifc.com) content and Movieplex (movieplex.com) content in a browser. Both of these websites claim the content isn't part of my subscription although I've confirmed that it should be.

I have successfully used my Cox credentials to access content on the computer from over a dozen other channels that are part of the Cox TV Everywhere program.

Any suggestion on how I can bring this issue to someone that can do something about it?

 

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  • ReneeG's avatar
    ReneeG
    Former Moderator
    Hi metalbeard,

    We'd like to look into this issue for you. Are you using the primary log-in information? If so, please email our team at cox.help@cox.com with your account details to allow us to research this from our end.

  • metalbeard's avatar
    metalbeard
    New Contributor

    Thank you ReneeG.

    Yes, I am using my primary log-in information.

    I have e-mailed my account details as requested.

  • ReneeG's avatar
    ReneeG
    Former Moderator
    Great metalbeard! We will check for it and reply to it.

    Thanks,

  • metalbeard's avatar
    metalbeard
    New Contributor

    Just as a follow-up, after providing my account information, the Cox customer support from this forum looked into this issue as far as they were able. In the end, I was informed that my issue needed to be escalated to the "video team" which could only be done by calling in to the local support.

    As I had already tried calling in to the local support, I did not do so again.

    The NickJr issue was eventually resolved as I was told there was a known issue with it.

    After having my ticket resubmitted to the provisioning department and having it returned that there were "no issues found", IFC and Movieplex content is still inaccessible to me from their respective websites despite my subscription entitling me to access such content.

    At this point, I have given up. So if someone reading this has a similar issue, please contact Cox and bring it to their attention.

  • CarolLM's avatar
    CarolLM
    Former Moderator

    Please reach out to us via Facebook, Twitter or email at cox.help@cox.com.  I would like to take a look at this for you.