Contour 2 Cloud DVR Playback

We upgraded to a Contour 2 system with three boxes just over a year ago. We've had ongoing issues, but in the last couple of month, the issues have worsened. Trying to playback recorded programs is a master class in frustration. We have picture freezes, sound dropouts, or both. More recently, we simply get an error message popping up right in the middle of the program and it crashes out. A technician has come out and said there are issues upstream of the pedestal out in the yard that they were supposed to come look at. Calling back after nothing has changed results in the operator telling us that what I'm describing is a known issue with the Contour 2 and they're working on it. Looking at the forums, it looks like this has been a known problem for quite some time, although the support operator led us to believe it was a recent issue. So what's the real story?  And maybe in the interest of customer satisfaction , Cox could have informed us they know about the issue with our service without wasting our time with service calls? One of the techs put a call on hold saying we were in a gated community when that's not the case. No phone call whatsoever. We were forced to reschedule the tech, even though at the end of the day it turns out there's nothing he can do anyway.