Forum Discussion

New Contributor III

4 months ago

Apple TV APP not working on COX

I had problems with Apple TV app and Cox in the past. Then it was working for the past year. Tonight I tried to use it to watch a movie and it is not working. TV message tells me problem with interne...

skRhody
4 months ago
Great news and thanks for sharing. What model cable box are you using? Cox.help advised me my box XG2V2 and the 9865HDC box are not compatible with the Apple TV App. They also explained that "The incompatibility has to do with Apple TV+ and the firmware that runs those two boxes. As apps are updated, sometimes incompatibility occurs after the fact" which makes more sense to me.
The newer WIFI boxes are compatible with the Apple TV APP. I am not ready to change to a WIFI box because my Sony Bravia TV is not smart TV. My Netflix and Prime Apps continue to work fine with my current cable box. For now I will watch Apple TV on another device.
Cox.help was very helpful and I now have an answer to my issue. Not happy and no real solution for me, but they verified what I thought was happening that the firmware on my box no longer supports the updated Apple TV APP. I wanted to share this important information with the Community!

New Contributor III

Update to my earlier post. As of 9:30 pm on 20 Aug -- MAX started to work. Apple + and Paramount + continue to not work. I did find an Internet Check in Netflix under the Get Help link on the left side of the screen. I show my internet connection is connecting and the speed is approximately 23 mbps

Will update again when, for reason unknown to me, Apple and Paramount begin to work

New Contributor III

4 months ago

Great news and thanks for sharing. What model cable box are you using? Cox.help advised me my box XG2V2 and the 9865HDC box are not compatible with the Apple TV App. They also explained that "The incompatibility has to do with Apple TV+ and the firmware that runs those two boxes. As apps are updated, sometimes incompatibility occurs after the fact" which makes more sense to me.

The newer WIFI boxes are compatible with the Apple TV APP. I am not ready to change to a WIFI box because my Sony Bravia TV is not smart TV. My Netflix and Prime Apps continue to work fine with my current cable box. For now I will watch Apple TV on another device.

Cox.help was very helpful and I now have an answer to my issue. Not happy and no real solution for me, but they verified what I thought was happening that the firmware on my box no longer supports the updated Apple TV APP. I wanted to share this important information with the Community!

SteveA1
New Contributor III
4 months ago
Thanks for sharing. My boxes are different than yours. I understand the firmware and software issues and like you, I am not ready to "swap boxes" as a solution as we have many hours of recorded shows stored on the DVR. Cox should be able to update the firmware and/or software so their boxes continue to allow the applications the Contour box makes available to its customers without having to swap boxes. I understand the basic Roku stick (and probably others) may allow these applications to play and will be looking into that as an option to have the applications work with our TV outside of Cox.
DDG702
New Contributor II
4 months ago
If thats true, why was it working fine on these boxes last week?
- ChrisJ2
  Moderator
  4 months ago
  I understand your concern. Although I do not have specifics on this issue, I can tell you that oftentimes, software incompatibility can occur after updates. I cam also tell you that this is an identified incompatibility and that it has been verified. I know this is not a perfect answer, but I want to ensure I only tell you what I know to be true and I hope it helps.
  - DDG702
    New Contributor II
    4 months ago
    So others are being told a new box is needed that the old ones are now incompatible- the tech that came to our house said we didn’t need a new box and left.
DDG702
New Contributor II
4 months ago
So frustrating to read this as the tech we had out 2 days ago said there were no new boxes available, that they were all refurbished! Wth.
- SteveA1
  New Contributor III
  4 months ago
  I share your frustration. I am not a computer or software person. I think of it like this -- Day 1 both Cox and Apple software codes and certificates are in sync and compatible....Day 2 Cox or Apple or both make a change to their software or firmware requirements and deploys it to their programs or devices and it creates an incompatible situation because they are under no obligation to share how they make updates to their software and equipment ahead of time....Day 3, or some later date, Cox, Apple, or both make the necessary changes to make their software or devices compatible.
  As for a new box correcting the issue, have you ever purchased a new phone or computer and it needed updates as soon as it was started? Most likely, any Cox boxes sitting on a shelf today won't have the necessary updates to be instantly compatible with Apple+ (or other programs currently not working. If an update has been deployed, it should be updated as soon as the box it turned on and then it would be compatible.
  I had this problem with Paramount+ (which is currently not working on my Contour Box) about 2 years ago and after going through all the troubleshooting steps, I was advised to get a new box. It did not fix the issue. I waited several days and it started working so my belief is there was an update by someone to solve the problem.
  The Roku stick is allowing me to access the Apps. My challenge is to configure the remotes to work so I can reduce from 3 to 2 or 1 remote.
  Good luck
  - JulianN
    Moderator
    4 months ago
    Hello, we would be happy to assist with any questions or concerns you might have. Please email us your “full” name, “complete” address, and a copy of your post to Cox.Help@cox.com if further assistance is needed. Thank you!