Forum Discussion

lupinetti3's avatar
lupinetti3
New Contributor
2 months ago

Intermittent Signal Loss With Newest Contour DVR When Using An HDMI Switcher

As of January 2025, my Cox service was upgraded to the Cox Panoramic modem/router.  I was also upgraded to the newest Contour DVR (which can only operate with the Cox Panoramic modem/router).  I have been with Cox since 2019.

I removed my Netgear Modem/router, and returned the older Contour DVR to Cox.

3 years ago, I installed a KanexPro 5-Port HDMI 4K Switcher, P/N 5W-HD20-5X14K, that worked perfectly with the previous set-up (including controlling soundbar, receiver, phonograph, Bluray, and VCR).

Now, with the new set-up, the picture flips on and off intermittently, when using the switcher.  I have tried swapping out to different HDMI cables, to resolve this problem.  If I run the signal from the DVR directly to the television, there is no problem.  If I install the switcher back into the system, the problem comes back.  I want to use an HDMI switcher in my system.

Is there a known compatibility issue with Cox Panoramic modem/router and the newest Contour DVR, and using an HDMI switcher?  Does Cox have a list of compatible/recommeded HDMI switchers to use with the Cox Panoramic modem/router, and newest Contour DVR?  Note:  Back in 2019Cox provide a list of modem /routers that were compatible with Cox services.

  • JulianN's avatar
    JulianN
    Moderator
    2 months ago

    Hello, I am very sorry you’ve not had the best experience after the new setup in your home. I understand how important communication and reliable service is. We value your business, and we would be happy to help. Please email us your “full” name, “complete” address, and a copy of your post to Cox.Help@cox.com for further assistance. Thank you! 

    • EagleMe's avatar
      EagleMe
      New Contributor
      2 months ago

      This happens without a switcher. My contour streamer is connected directly to my Samsung TV using an hdmi cable,  and I can not watch the news or a movie without intermittent black screens, video with no sound, sound with no video, and sometimes an error message that the channel is unavailable. We have had cox at this address since 2012, and upgraded to fiber when they did the work in our neighborhood in 2017 or so. We've had the streamer since last year, but haven't experienced this problem until this week. But it has been every day this week.

      • ChrisJ2's avatar
        ChrisJ2
        Moderator
        2 months ago

        Hi, there. I'm so sorry for the issues with your service and I want to help. If the box you 're using is wirelessly connected to the panoramic router, it may be signal interference. You can reposition the router and/or the streaming box to see if it improves for you. 

  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor II
    2 months ago

    Why do you need to use a HDMI switcher? Not even sure how a record player and VCR even has HDMI. Probably a issue with HDCP. Doubt Cox will be able to fix it. There is no list because HDMI splitters is outside Cox's scope of support.

  • lupinetti3's avatar
    lupinetti3
    New Contributor
    2 months ago

    To WiderMouthOpen,

    Let me explain why I am using an HDMI switcher.

    3 years ago, I installed a television and surround soundbar located above the fireplace.  The subwoofer and rear speakers communicate to the surround soundbar through bluetooth (this eliminated having to run additional wiring to these speakers).  There are not enough HDMI inputs on the television/surround soundbar, to connect all of my equipment through individual HDMI cables.

    The rest of my equipment is in a cabinet to the side of the fireplace with a minimal amount of cabling running through the wall to the television/surround soundbar.  The Cox Contour DVR is connected by an HDMI cable to the HDMI switcher, to the television/surround soundbar.  The phonograph is connected into the receiver, and the receiver is connected by an HDMI cable to the HDMI switcher, to the television/surround soundbar.  The Blu-ray is connected by an HDMI cable to the HDMI switcher, to the television/surround soundbar.  My television does not have analog inputs for my VCR, so for my VCR I have an analog to digital converter with HDMI output, which is connected by and HDMI cable to the HDMI switcher, to the television/surround soundbar.

    Note:  The HDMI switcher minimizes the amount of cabling in the wall, and greatly simplifies use and installation.  Otherwise, I would need to switch the HDMI cable between equipment, which involves moving equipment inside the cabinet.  I just select the input source on the switcher, to select the equipment i want to use.  My switcher has 5 inputs available, and I am using 4 inputs (I have room to add another piece of equipment, like a gaming console).

  • lupinetti3's avatar
    lupinetti3
    New Contributor
    2 months ago

    I have 3 new DVR's that came with the Cox January 2025 upgrade.  I switched out the DVR's one at a time, and the problem stopped.  I am watching for this problem on the other televisions (no switcher installed), and so far the picture does not flips on and off intermittently, either.  It looks like a sensitivity issue with the new DVR's and/or a Cox quality signal issue.