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Landerk's avatar
Landerk
New Contributor

Zoom & Picture in Picture

I've had contour for awhile now, when I first got it a service person came and installed it, when he finished the Zoom and the Picture in Picture both worked fine via the Cox remote.  My TV remote has no such function buttons.  I got an e-mail that I needed to trade out my Contour box, so I called, then came in and did what they said, came home with the setup kit, and all was fine, except the Zoom and Pic in Pic no longer worked.  

I decided I could live without it, however now sometimes when I try to start an on demand program the Picture in Picture will turn on, and the only way for me to remove it is to unplug the Contour box.

I tried calling technical support, the woman I spoke with told me to try using the remote that came with my TV, I told her no such buttons on my TV remote, she said if its not on my TV remote then that's why it won't work on the Cox Contour remote... I tried to tell her it did work previous to me trading out my box, she would not listen to me and insisted that it never worked.

I had the same TV with both boxes a Zenith Plasma 50" Flat-screen.  Hope I can get help here, I got so frustrated with that lady last time it gives me pause to call in about this issue again.

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  • Becky's avatar
    Becky
    Moderator
    Hi Landerk,

    The picture-in-picture (PIP) feature is a function of the television, and isn't a supported feature on any Cox video platform. However, we've heard similar reports from other customers who report their TV will occasionally get stuck in what appears to be a PIP window when they are watching On Demand.

    We have not been able to duplicate this issue in our lab. It's possible that a specific combination of hardware is causing this anomaly; a TV that supports PIP, a specific type of cable, etc. What kind of cable are you using to connect the cable box to your TV? Does your TV have a menu setting that will allow you to disable the picture-in-picture feature?

  • Landerk's avatar
    Landerk
    New Contributor

    Their is nothing in the menu options on my TV for Picture in Picture.

    Both of those functions worked with my previous contour box, also when I click on that option on the Cox Remote the Cable button is the one that lights up, not the TV button.

  • StephanieA's avatar
    StephanieA
    Former Moderator
    What kind of cable do you have going from the receiver to the TV? Are you using any other equipment like a sound bar? To which buttons are you referring?

  • Landerk's avatar
    Landerk
    New Contributor

    Amazon HDMI High Speed with Ethernet cord, 6' long.  Same cord I was using with the previous contour box.

    I am not using any other equipment aside from a Blu-Ray player, it's not connected in any way to the cable box though, only directly to the TV.

    When I click on the On/Off button on the Cox Remote for the (PIP), and also the HD Zoom button, the 4 lights at the top of the remote, the one for Cable / TV / Other... when I click on volume the TV button lights up, because that is being controlled by my TV.  When I click on channel up, select, guide, drv list, zoom, or pic in pic, the Cable light is the one that lights up.

  • MarkM1's avatar
    MarkM1
    Former Moderator

    Hi Landerk,

    Would it be possible to send us a picture of the issue before you reset the cable box? We would like to see what is happening when you have this problem. Also would you let us know which remote you have as well?

  • Landerk's avatar
    Landerk
    New Contributor

    Cox URC8820

    Next time it occurs I'll take a picture and post it, what it looks like though is a small picture of the OnDemand program on the upper right corner of the screen, with the program I was watching prior to going to the OnDemand channel as the thing playing on the screen. 

    With the previous Contour box and the way the installer set it up, (I guess) when i could actually turn on & off the (PIP), it looks exactly the same.  But since I can't control it now with this box..

  • StephanieA's avatar
    StephanieA
    Former Moderator
    Is this the same remote you had with your previous boxes?

  • Landerk's avatar
    Landerk
    New Contributor

    It is the same model remote as with my previous Contour box, however when I traded in my Contour box, I also traded in my remote.

  • MarkM1's avatar
    MarkM1
    Former Moderator

    Landerk,

    Do you ever have a problem with the remote not controlling the TV? The remote may need to be paired to the box again. We will also still need to see that picture of the issue when it happens the next time.