I have a 4k TV, but the contour box keeps setting my resolution at 720p despite the fact that I have repeatedly set it to 1080p. I suspect that it is happening after the box resets during the nightly updates. Doing a soft reboot through the menu settings also sets it back to 720p. The digital clock on the front of the box also turns itself back on after reboot despite my repeatedly turning it off.
I'll be shocked if Tier 2 solution isn't , "Let's trade you out to a new cable box. Oh, and you'll lose all the shows that you have recorded on the prior cable box."
Trust me - there is nothing they can do with that existing box unless they actually have a new firmware update that will finally address this on the Cisco version boxes and prevent it from reverting back to 720p and stereo.
They'll make you jump through a bunch of hoops and tests when the most knowledgeable techs and engineers know there is nothing you can do but try to migrate away from the Cisco boxes that have this problem.
-cejack4
This stuff is getting old. Only had COX Contour for a couple of months, worked great for the first month then the problems started. My Contour frequently asks me to name the box when I first turn it it on. Already named it "Living Room" too many times to count. And when I do name it to get out of that screen, it names it "Living Room 2", since it had the original name in there somewhere.
To tried avoiding this by turning "Power Saver" off. Unfortunately, the box "resets" itself to default during the night, putting power saver back on and also resets the video from 1080p60 HD back to 720p HD.
I could almost live with these minor inconveniences, but that is not the worst of it. The guide constantly freezes while scrolling, making it a major hassle to record shows. And when the guide freezes all you can wait 5 or so minutes before it will even allow you to exit. Meanwhile, you can't even watch what is on at the time because it's blocked by the frozen guide.
And too make matters worse, the Contour menu where the saved shows and settings are also constantly freezes up.
I have not contacted tech support because I already know the usual hoops they will make me go through. I have already tried everything they will make me do again anyway. The only thing I have not done is to call them and try to reset the box from their end, but from what I have read in other posts, this has not helped others with similar problems. Of course, the next step will be "replace the box" and lose all the recordings. I'm sure the techs are aware with either a firmware our hardware problem with these Cisco boxes, but are not allowed to admit to anything.
Due to the bad experience I'm going to join millions of others and "cutting the cord" and the high priced cable bill for something that will work right. Getting a 4 channel OTA DVR and one of the streaming services that has all the channels I watch.
Phomie, I am DELIGHTED with the Tablo 4-tuner DVR. The one caveat I can offer is don't expect an antenna that works well on your TV to work well on the Tablo. First off, it splits the signal 4 ways. (maybe less of a problem with 1 or 2-tuner model). As well, I've read the tuners aren't very sensitive to begin with.
It is VERY EASY to set a record schedule, as you can do it on: your TV, iPhone/iPad/Android phone/tablet, desktop browser. You aren't stuck with fiddling around with buttons while looking at the TV. I have been BEGGING Cox for this for YEARS, and all they have ever been able to implement is the ability to record a single show (in their app of website). How hard would it be to enable setting up serial recordings?
I decided that with Netflix and Amazon Prime Video, I DO NOT NEED a "live streaming" service. I *might* get the $12/month Hulu no/advertising plan. I tried their live service and didn't like it. (No program guide!) After auditioning several, I realized that you know what, I DON'T WATCH ALL THOSE CHANNELS
The cable networks are slowly coming around to allowing more and more content without the need to authenticate with a cable provider.
CNN really is the last holdout. Who needs them? You can only watch the same repeated video clip so many times... OK, so I won't be able to see the VERY LATEST Bordain!
Cox Support,
And every other Cox employee offering that kind of pablum.
I invite you to take the BROKEN 9865HDC CHALLENGE!
TRY IT YOURSELF before you give out incorrect answers.
1. Use the same box people have been complaining about. 9865HDC, Cisco. (NOT the Arris box.)
2. Use a TV that support 1080, 60Hz.
3. Set the cable box to 1080i 60Hz. Verify this with the TVs on-screen controls and the cable box settings. Get some help from a qualified Cox technician if you do not know how to do this.
4. REBOOT or UNPLUG the cable box. (Exactly what you are suggesting as a first-line CURE LOL!) Bonus points! After completing the challenge, go back to step one, but change your method of reset, REBOOT or UNPLUG.) Because we wouldn't want you to miss the experience of being asked to do the same thing over and over and ...
5. After the box resets, check the cable box settings and and TV's own status. Is it 1080? Or is it 720?
6. Bonus experiment! After setting the box back to 1080, let it sit, connected, over-night. In the morning, test again. It it 1080 or 720?
CONGRATULATIONS! You have completed the BROKEN 9865HDC challenge!
Now, go one step up the ladder at Cox, and ask your supervisor to try the BROKEN 9865HDC challenge.
SUPER BONUS! If you get your supervisor to take the challenge, ask them to get THEIR supervisor to take the challenge!
CONGRATULATIONS! You have started to learn the basics of effective internal communication, something sorely lacking at Cox!
Maybe eventually, Cox reps will start giving out the right answer:
"There is no currently solution to this problem. It is an inherent flaw in the settop box firmware. We are working with the box vendor on a solution. We do have boxes from another vendor that work correctly, but we won't give you one. We have no ETA for solution."
While that's not what customers want to hear, it will probably do more for customer retention than the approach you have been taking.
