Forum Discussion

lreyes5's avatar
lreyes5
New Contributor II
4 years ago

Entire recording library got wiped from my Contour overnight - why?

Over 100 programs disappeared overnight.  Today, June 8, 2021, I was about to watch a saved show and saw ZERO items in my Saved view in Contour.  Checked another of my Contour devices and the app - g...
badContour
BadCustomerService
IdontTrustCox
  • lreyes5's avatar
    lreyes5
    4 years ago

    New problem detected.   After trying all of the recommended steps (reboot, system refresh, etc.) I tried starting over with recording a couple of shows.  Went to bed and next day found they didn't record.  Tried again, same issue.   Then it dawned on my what is happening.

    Cox systems are clearing out all recordings the next day.   Recordings are only preserved on the day they were recorded.

    To test this, I set up 9 different shows yesterday from 8 AM to 1 PM.  That evening, I found all 9 and was able to watch, stop, rewind, all the things I normally would do.  Woke up this morning and all 9 were removed.   Not deleted, because that would at least allow be to recover them.  Gone. As if, never recorded at all.  I just see a message that I have no recordings yet.  

    Somebody somewhere in the massive Cox enterprise that I pay hundreds of dollars a year to is pushing buttons they aren't trained for.  And you need to find a solution soon or consider cutting big refund checks.  

BenS1's avatar
BenS1
Former Moderator
Hi @lreyes5
I can relate to what's going on, and I know how frustrating it is to lose all of your recorded shows. Please do a 'System Refresh' by hitting the triangle 'A button' on your remote. Also, do you have a traditional DVR or a Cloud DVR?


Ben S.
Cox Support Forums Moderator
lreyes5's avatar
lreyes5
New Contributor II
4 years ago

done and it failed.  I have no clue if I have a traditional DVR.  That, in my opinion, is the responsibility of the tech support staff that I called 3 times. They all asked me that and all happened to "lose" the connection when I challenged them.    It's a major fail.   I would feel better knowing why you are even asking this.  You are perpetuating a myth that somehow this was the customer's fault.   

  • BenS1's avatar
    BenS1
    Former Moderator
    4 years ago
    @lreyes5
    I apologize for any confusion. The reason why I am asking about whether or not you have a Cloud DVR or a traditional DVR is that a Cloud DVR will store the recording in servers in the cloud, while a traditional DVR stores recordings on the head on the device locally. If you have a traditional DVR and your recordings have disappeared that normally means that your heads are going bad and you will need to get the DVR swapped out. If you have a Cloud DVR then we would need to put in a ticket to our video team to investigate the issue.


    Ben S.
    Cox Support Forums Moderator
    • lreyes5's avatar
      lreyes5
      New Contributor II
      4 years ago

      New problem detected.   After trying all of the recommended steps (reboot, system refresh, etc.) I tried starting over with recording a couple of shows.  Went to bed and next day found they didn't record.  Tried again, same issue.   Then it dawned on my what is happening.

      Cox systems are clearing out all recordings the next day.   Recordings are only preserved on the day they were recorded.

      To test this, I set up 9 different shows yesterday from 8 AM to 1 PM.  That evening, I found all 9 and was able to watch, stop, rewind, all the things I normally would do.  Woke up this morning and all 9 were removed.   Not deleted, because that would at least allow be to recover them.  Gone. As if, never recorded at all.  I just see a message that I have no recordings yet.  

      Somebody somewhere in the massive Cox enterprise that I pay hundreds of dollars a year to is pushing buttons they aren't trained for.  And you need to find a solution soon or consider cutting big refund checks.  

      • MichaelJ's avatar
        MichaelJ
        Moderator
        4 years ago
        @Lreyes5, please send us an email with the additional information to cox.help@cox.com. Please include a link to this thread.

        Thank you,

        Mike J.
        Cox Support Forums Moderator.
    • lreyes5's avatar
      lreyes5
      New Contributor II
      4 years ago

      Here is my frustration.  Last year, Cox sent a notice that all existing DVR users were mandated to switch to Contour.  We had no choice in the matter.  So I arranged to have a tech come out to take the old boxes away and set up Contour.  No one ever offered or mentioned if I would prefer cloud or hard drive.   So I put this back on you.  What do your files say Cox installed.   

      • Allan's avatar
        Allan
        Moderator
        4 years ago
        @Lreyes5, It looks like we may need to take a closer look at your account. Please send us an email with your full name, address, and a brief description of this concern to cox.help@cox.com. -Allan, Cox Support Forums Moderator.
    • Bruce's avatar
      Bruce
      Honored Contributor III
      4 years ago

      How much more for Cloud storage?  If I watched a Cloud-stored program twice, would Cox add the twice-bandwidth to my data cap?  If the Cloud server loses my recorded shows, would Cox restore them from backup?  Does Cox have a backup for recorded shows?