Forum Discussion

VegasVallley201's avatar
VegasVallley201
New Contributor II
6 years ago

Las Vegas Issue? 14 months of DVR'd shows and films ALL disappeared/deleted! New recordings not saving!

Is this a regional issue? I just returned home from vacation--during my time away many shows were cued up to be recorded. I could not wait to catch up. Additionally, for the past 14 months, I'...
DVR
DVR recording
Movies disappeared
Saved Content Deleted
Shows Deleted
Becky's avatar
Becky
Moderator
Hi VegasVallley2019, your description of feeling punched in the stomach when you realized your saved DVR content was missing is spot-on. I've been in your shoes, and it was no fun. We hate to think about it, but technology occasionally fails us. Hard drive data corruption can occur due to mechanical component issues, software errors, or even electrical events. Once a DVR is unable to play recorded content and/or unable to record new content, the only option is to replace the DVR. You aren’t required to replace the DVR with the same model. Equipment is based on market availability. We can FedEx another DVR to you (along with a prepaid return label so you can return the defective DVR), schedule a service call so a field technician can install another DVR, or you can swap the defective DVR at a Cox Solutions Store. With the current Cox DVR technology, your On Demand purchases, rentals, Accessibility Settings, Recommendations, Favorites, and Watched List are cloud-based; meaning they are available even if you swap one DVR for another. Parental Control Settings, Video Resolution Settings, Audio Settings, Language Settings, Preferences, and recorded content are stored on the DVR hard drive and cannot be recovered in the event of a hard drive failure. There are two Contour 2 DVRs available; the Cisco Explorer 9865HDC and the Arris XG1v3. Both have a 2 terabyte (2TB) hard drive and 6 tuners (www.cox.com/.../identifying-your-cox-digital-receiver.html). I know this experience has been heartbreaking and disappointing, and that we may lose your business as a result. We are moving towards a complete cloud-based platform; we just aren’t there yet. -Becky, Cox Support Forums Moderator
VegasVallley201's avatar
VegasVallley201
New Contributor II
6 years ago

I was happy to receive a new box and to move forward as a Cox customer if Cox did the right thing and provided me with sizeable monetary incentive to remain a customer--due to the prolonged, stressful, and highly aggravating situation around a Cox software glitch or hardware failure (which your monitoring systems should have detected) resulting in my as-advertised "Personal Library" of 100 carefully selected shows and movies being deleted, plus none of the content recorded I'd set up while I was away on vacation, AND given that my Premium channels are all freezing and no longer working. 

However, I was just was informed Cox will grant me a "courtesy" of $10.24 (more like a grave insult), and otherwise I can pound sand and no longer be a customer--Cox does not care.  I'm saddened and honestly shocked in 2019 you see your customers as so expendable. We're not.  Millennials have already eshewed cable companies--and go straight to Netflix, Amazon, Hulu. I am GenX---and if you regard all of us as annoyances rather than showing gratitude for our prolonged [misguided] patience and loyalty, despite high rates and unreliable service---you will go out of business. Not you "might," but you will. I tried to work with Cox....but I don't need you. CenturyLink is a superior option--and I am happy to pay th penalty not to deal with you again.  I tried every way possible to convince you PLEASE to let me continue being your customer--if you would only make appropriate restitution for this debacle.  You refused. Good luck with that business model.