Forum Discussion

CNTR1USER's avatar
CNTR1USER
New Contributor
2 months ago

Contour 1 guide search function only returns on demand programs not future play date channels

The search function on both my Contour 1 boxes will on return programs in the On Demand directory - it no longer returns channels and future date entires so I can easily set my DVR recordings ? The search function used to return both when I searched by program name.  Has the guide SW been changed to only search On Demand programs.  Must I now manually select a channel in the guide and manually search day by day to find my future programs being played to set up a recording ?  Why doesn’t the search function do this anymore ??

  • jy's avatar
    jy
    29 days ago

    Works fine now!

  • NicholeC's avatar
    NicholeC
    Moderator
    2 months ago

     

    I'm sorry to hear the guide search isn't working properly. I'm not aware of any changes to the search function at this time. When did the issue start? Have you had a reset sent through the Cox app or support since the issue started?

    • CurtB's avatar
      CurtB
      Honored Contributor
      2 months ago

      I can confirm it's not just an issue for the OP.  Search is limited to OnDemand for me too.

      • MariaL's avatar
        MariaL
        Moderator
        2 months ago

        We know how important it is to have the search feature on the Contour 1 guide working properly, and we’d like to investigate this issue further. Can you please provide examples of your search query and the search results? We want to make sure we understand what is happening so we can take appropriate action.

    • Jupiter852's avatar
      Jupiter852
      New Contributor II
      2 months ago

      Am experiencing the same issue as well.  The last date that Search was working for me was 12/2/2024 - after that date, only OnDemand entries were searchable.

      I called the Cox trouble number on 12/2/2024 and got the software downloaded, but that didn't change anything.  I submitted an email to cox.help@cox.com on 12/2/2024 describing the issue.  "Dan" (CCI-Atlanta) responded very quickly that day - he was able to replicate the problem on Cox's equipment and "created a ticket for the back-office production teams for assistance".  He said that once the issue has been addressed, he would let me know.  As of this moment, 2:20 pm Eastern, 12/8/2024, I am still awaiting his response - I've also gone through the unplug-wait-a-few-minutes-plug-in cycle a few times since 12/2/2024 hoping that maybe the issue has been fixed, but so far no luck.

      It would be helpful if one of the forum moderators could followup with main Cox to let them know that the problem is not limited to just one user.

      FYI - in August 2019 I reported this exact same issue on this forum (and CurtB joined in then as well).  A forum moderator at the time, KevinM2, contacted the "Engineering team".  A few days later the search function began working properly.  While KevinM2 never reported back to the forum, I assume there was an internal-to-Cox technical issue that was resolved in response to KevinM2's efforts.

  • Joethomas's avatar
    Joethomas
    New Contributor
    2 months ago

    I have had the same problem since the beginning of December.  Why does it take this long to correct a simple software issue?

    • jy's avatar
      jy
      New Contributor II
      2 months ago

      I had a rep come out, apparently they 'improved' the search on Contour1 by making it non-existent, which might be enough to drive me away from Cox. I am one who does not like to talk to Alexa, or to have to look at icons and try to figure out what they represent. I like to keep things as simple as possible, but I guess they don't let you. How hard would it be for them to just keep the code for on Contour1 that lets you do the limited (2 week) tv search?

  • Joethomas's avatar
    Joethomas
    New Contributor
    2 months ago

    And just like that, the search function has returned. 🙂 Perhaps someone does read these posts.

    • ChrisJ2's avatar
      ChrisJ2
      Moderator
      2 months ago

      Hi. Joe. I'm glad your search function has returned. Please reach out to us if is recurs and we are glad to assist. 

      • CurtB's avatar
        CurtB
        Honored Contributor
        2 months ago

        Did your vendor also fix the memory issue that causes the cable box to lock up after Search is used?  I tested using Search on Sunday for the first time in a long time and it locked up on Monday... for the first time in a long time.  I've reported this issue before, the most recent time being Sunday before my cable box locked up the next day.

  • Jupiter852's avatar
    Jupiter852
    New Contributor II
    30 days ago

    For me, I noticed that late 12/11/2024 the Search capability was working again (it may have started working earlier in my case, but I didn't notice it until 12/11/2024).

    FYI - This exact same problem occurred in 2019 (and a very similar one in 2022). (Reference CurtB's comments elsewhere in this thread.)

    In anticipation of this same Search problem occurring again in the future, I asked Cox for their internal Ticket Number associated with this problem they have just been addressing.  Thus in the future we as users (and/or the Forum moderators) could reference the Ticket Number when reporting the next reoccurance of this Search problem.  Doing so should help the customer service and technical personnel to more easily and quickly understand the problem and apply a solution by looking up associated details that Cox documented in solving this 12/2024 problem.

    The Cox Ticket Number for this 12/2024 problem is CUI000016769324.

  • Becky's avatar
    Becky
    Moderator
    29 days ago

    Hi Everyone, it appears that the Contour 1 Search function is working correctly now. Will you check on your ends and confirm? I appreciate your patience with us and we investigated this issue.

    • jy's avatar
      jy
      New Contributor II
      29 days ago

      Works fine now!