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NotGettingHelpF's avatar
NotGettingHelpF
New Contributor
4 years ago

Contour 2 Amazon Prime Video Problem

We have been a Cox customer for over 25 years.  We have had Contour for a long time.  We have watched video content on Prime Video for years.  About 6 months ago, we started encountering a problem where the video freezes up, and then either one of two things happens:   1) it freezes for about 3 minutes and then kicks back out to cable tv or.... the most common occurrence is 2) it freezes for about 3 minutes, we get an error message" Sorry there seems to be some trouble.  Please tighten your cable connections, and then restart your TV box.  This can often fix common issues.  RDK-03033".  Then the  cable box/DVR automatically reboots itself after several more minutes.  We try to watch a video again, and it happens again.  Every.  Single. Night.  Every. Single. Night.  Over.  And. Over.  Again.  Every. Single. Night.  

We have a second problem when watching regular cable tv.  It gets stuck, and will not accept any input.  Then the cable box/DVR reboots.  

We have replaced the DVR 3 times.  We have called technical support sooooooooooo many times over the last 6 months at 877-269-2778 and talked to many different customer service reps who give us many different reasons why this could be happening, but all reasons are NOT Cox's issue.  It's the surge protector.  It's a lack of a surge protector.  it's the wrong surge protector.  It's Amazon.  It's an outage happening that is not even affecting me.  We ask for what error code 03033 means, and no rep can tell us what that means.  Then amazingly, the customer service rep disconnects.  Every.  Single.  Time. 

When we replaced the cable box/DVR the third time, the Cox Solutions Store rep told us that if we continue to have problems, to call 877-269-2778.  There is no one who can help us.  We have wasted countless hours on the phone and in store for the last 6 months. 

We have no resolution.  We have no where to go.  There is something wrong with Cox' Contour service.    We pay hundreds of dollars for cable, tv and phone.  And the cable is not reliable.    I am hoping that the forum experts have a quality response to FIX THIS.  Please help.

2 Replies

  • HI,

    Thank you for your 25 years of loyalty. I am sorry to hear that you are having any issues with the DVR. RDK-03033 indicates a connection issue. If tightening the cables and restarting the cable box does not resolve the issue, then you will need to have a tech come out and investigate further.

    Please feel free to reach out to us on Twitter, @coxhelp, Facebook, or you may also email us at cox.help@cox.com. Please include a link to your Forum message.

    Thank you,

    Mike J.
    Cox Support Forums Moderator

  • CurtB's avatar
    CurtB
    Valued Contributor III

    After replacing the DVR three times, that wouldn't seem to be the issue.  It sounds like a signal issue.  But, you mentioned "surge protector" three times.  Just as a test, have you tried watching an Amazon Prime video with the DVR directly connected to an AC outlet or a different surge protector?  If it's been happening every single time, try something different.  You've replaced your DVR anyway so what's the risk?