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 seems to only happen when trying to watch through the TV. If you use the Contour App on your computer or smart device there isn't a problem, which leads me to believe it has to do with the cable boxes or hardware for TV viewing. Just the other day I was watching through the app 350 miles away from my home TV using free airport wifi and it was perfect.
Do you notice a corresponding change in Internet speed when those issues occur with Cloud DVR? Check your Internet speed when/if Cloud DVR is functioning properly and again when having these issues. Be sure to use the same speed tool because different websites report differences in speed. Cox's website reports speeds that are about 2/3 that of others.
Tests run for Internet speed, packet loss and latency - there are no broadband performance issues during the DVR issues. This is a backend cloud/network problem for the DVR service.
I can watch TV and my laptop using the contour app at the same time right next to each other and the TV will freeze and studder and the laptop is perfect. So it’s not WiFi signal it has to be with the TV hardware.
Hi all, we have been having the same problems for over a year. I am a former IT executive and very familiar with cloud services. What COX does not want to tell us is that the issue is that they don't provide adequate bandwidth with their cloud provider (or if they provide their own infrastructure it is grossly inadequate), it costs big dollars to increase the bandwidth and/or infrastructure and they don't want to spend the $$. This will never be corrected until they fix their bandwidth/throughput issues. I also had COX service folks here, checked all connections, upgraded my DVR and the problem only got worse over time. Sounds like moving to Comcast only made it worse. It literally can take 10 seconds for the box to respond (I count it out). In the business world these guys would have been fired as a vendor a long time ago. If this had a real impact to their bottom line (think Amazon if they couldn't execute transactions), then it would get fixed very quickly.
Moved.
There are multiple reasons outside of customers' control for poor Cox Cloud DVR performance. There could be Internet issues caused by inadequate infrastructure and/or issues at Comcast that users on this forum have mentioned. Customers with reliable Internet can still experience poor Cloud DVR performance because of issues at the Comcast backend. Comcast may not have properly prepared for the increase in network activity since Cox transitioned to their software and hardware on December 11, 2024. Cox has traditionally been hesitant to react to performance issues from their service providers, but Cox management should get actively involved with Comcast to get this issue corrected.
