We are also having the same problems with the cloud DVR. Sound cuts out, picture freezes, hard to make it go forward, extremely frustrating and occurs more frequently at night time. Oscars were terrible to play. The next day during the day time it worked fine but too late to see who wins what. This problem needs to be fixed.
This has been going on for months now, cox acknowledged the problem a while ago, fixed for only a few days, has gotten progressively worse, impossible to watch a recorded show… I’ll be calling tomorrow again…this is beyond ridiculous…
Aaugh!! 😤 DVR issues again! How often is this going to happen? Didn't they "upgrade" their system not long ago? All I know is that we moved into our home this past October and problems since that time. It's not as if this is a low cost service! Get it together COX!!
I appreciate that you are looking for more details, we are working with the engineers for updates. Once information is available it will be provided.
Incredible that so many are having a huge systemwide issue, and yet Cox has nothing on the sight or app acknowledging it from last check. this is only a dozen people or so on this subject in this forum, one knows there are many tens of thousands having same issue. I pay 'almost' as much for cox services than my APS bill. Can you imagine your power interminably going out in the same fashion? Would never happen for multiple reasons. BUT it's ok for Cox to have issues, and this one in particular, for going on a year now with no oversight, accountability or presumed fix. They don't want to spend the money for a problem they most likely know what's causing it and how to correct it. But no one is forcing their hand.
After complaining about this issue since "the Cloud DVR marriage" in December 2024, they've sent out three separate techs. They changed my DVR and WiFi equipment, junction boxes in the street, checked all my connections and I still have issues watching recorded programs. At first I was told this is a known issue and they're working on. This morning the repairman told me it was repaired 2 days ago. This is clearly misinformation since I'M STILL PAYING for an UNWATCHABLE DVR. I'm so fed up with COX and started exploring other options. The problem in on the network side...i.e. on their end. No more coming to my house to touch something else, when it was working fine before. Look in your own backyard. SHAME ON COX for not being up front with us.🤬..........Just pay India to find it and fix it.
I'm having the exact same problems. I'm not sure if I have cloud DVR or a failing physical hard drive but it is frustrating. I call it when it won't Fast Forward "Slow Forward". It just won't go. I spend a lot time trying to troubleshoot with box resets and all the general tricks but nothing works. Cox charges sooo much for their service. I can't figure out why the product is so bad. We've had boxes replaced in the past but it only works for awhile then back to the same old problems. Very frustrating.
taddypole Hi, there are some known issues happening with our Cloud DVR service at this time. Please know that there will be ongoing work performed over the coming weeks to fully resolve the issues. Please know that you can use our On Demand feature to watch any programs that you may have recorded and missed or been unable to playback.
Hi StephanieS, this issue, we all share, started a month or so ago for me. Now trying to use the cloud DVR from 6PM to 9PM is useless (Obviously Cox servers can't handle the traffic). This was not an issue in the past. When issue is happening, I check my internet connection/speeds and all is good. Firestick streaming - no problem.
We are having these same problems, which are getting progressively worse. Also having similar issue’s while watching live programming (audio cuts out). Get booted out of streaming services randomly while trying to watch what we couldn’t record. It’s becoming increasingly frustrating to be paying such exorbitant prices and not be able to use the service.
...and tell COX you're not going to pay your TV portion of your bill until this is fixed. Get $$$ credits. Tomorrow I'm going to call and ask for a pacifier (SHO, Peacock, Paramount...something)
It's gotten a lot better, but I am still getting a blurry image when coming off DVR FF starting around 7:30pm (Pacific).
Perhaps I spoke too soon. On 3/24/2025, the problems started again. Dropped audio and staggering playback from DVR. However, this time I started to get dropped audio on my Pandora app, which comes through my COX cable box. I am so frustrated with the silence.
Watching DVR recordings is hopeless - they freeze, you lose the sound, they end and ask if you want to delete…. Why are you charging us for something you haven’t been able to deliver reliably for weeks…? Complaining seems to have no effect - who did you pay off to be able to cheat consumers this badly?
Same. Freezing up during play-back, sound cuts out, won’t fast forward. Ridiculous. Been thinking about dropping cable anyway. Our cable bill is so high and we can’t even use the feature we use the most. On demand is not an acceptable alternative: the whole point of having a DVR is so you can fast forward.
Hi, there. I'm really sorry for the issues with DVR playback. Wed hate to see you leave us. Although this is a known issue and is being corrected, we want to ensure we've credited you for time you are without DVR service. If you'd like, email us the physical address and any other pertinent information to Cox.Help@cox.com with your name and a copy of this forum message. We are glad to look at this for you there.
I phoned customer no-service yesterday to request billing credits for the days that the Cloud DVR has not worked. I was told that I could receive credits as long as the Cloud DVR did not work.
Surprisingly the agent told me that this is a widespread problem and that I would be emailed when it was resolved.
With some research I found the real cause of the problem. Cox Communications transitioned its cloud DVR service to Comcast's X1 platform on December 11, 2024, meaning all recordings made before that date were deleted, and Cox customers now use Comcast's cloud DVR technology. This affirms my decision to quit Cox. Had Comcast in another state and quit them.
Problem has been happening since Sept. 2024 and I have tickets open after several calls last year. As of last week I'm told the issue is tied to the Comcast platform that Cox is now using, and they have no ETA. I spoke with Retention last week and they agreed to apply a credit, but none was issued so I had to call again yesterday. Spend 1.5 hours getting a run-around because they didn't document my call last week properly (they can review the call recording), and also got disconnected halfway through and had to start over again. Overall this is clearly a problem that they do not have a handle on. Moderators - please provide clear updates on the resolution, not generic answers about sending techs to customers' homes that has nothing to do with your network platform for this service. I'm about to cancel my service as well.
jcinicolo, we understand that the concern has been ongoing and currently being worked. We are not privy to what has been done and where they are in the troubleshooting process. We look forward to having this corrected as soon as possible and would regret to see you cancel your service as a result. If we can be of assistance, please email us at cox.help@cox.com for assistance anytime.
