I have been having the same issue for over a week. On my second trouble ticket with a tech scheduled Tuesday. DVR sports are unwatchable. Every time you FF / Rewind it jumps back to looking worse than low definition and highly pixelated. After about 20 seconds, it snaps back in sync and clear. Every time. Unwatchable. I have been an At Home then Cox customer for 25 years but am ready to jump to ATT. LaToyaW sent you an email.
Hello everyone.
I just wanted to step in here and let you all know that we are aware of an issue with DVR playback impacting some customers, where after fast forwarding, the resumed content is blurry for a brief period before returning to normal. Some customers are also seeing reduced quality on recordings, or playback errors (including error XRE-06014). Fix agents have been engaged, have isolated the cause and are working to address performance issues. At this time, we do not have a timeline or estimated time of repair available, but please know this is a priority, and we look forward to returning to you the service I know we all depend on.
For any issues where your live TV is impacted in any way, or issues outside of what I described with playback of recordings please email us at cox.help@cox.com
My recorded shows and on demand shows are loosing sound and freezing from 2-10 seconds all through out my shows. I have restarted and system refreshed so many times, I’m ready to pull my hair out.
Playback was better yesterday morning, but by evening it was nonexistent. Could the problem be related to traffic on the cloud? Would that explain why it is so much worse in the evening when more people are using the system? Each time we try to watch a recorded program a message says we have finished watching and asks if we wish to delete. This is much worse than the poor picture quality after fast forwarding. We only have live TV and streaming at this point. No DVR recordings at all. Lance (12/18/24)
exact same thing with me, looks like that was the problem they were fixing last night. seems ok now, at least it wasn't just me, better a broad system problem than just a single acct. this has been an issue ever since I went to their wifi boxes and cloud recordings, prob 2 most now. last night was a culmination of the worst. seems their 12-11 'upgrade' wasn't tested or at least had some unexpected bugs. we'll see tonight, it always always was a problem at night with playback,fw/rw toggles.
Just to be more specific, our live video is also affected. It randomly gets worse and better. I did a test with a recorded show that has consistently played poorly on our TV playback and instead watched it on my PC through the Cox TV link. The video was pristine. The same for live video. So it feels like it is the receivers that are experiencing the poor quality issues. Our internet signal is excellent so I guess that is why when accessing video online it is not affected. BTW we have the SCXI13AEI-Cox receivers.
I understand, and thank you for the updated information. Despite the known issue, you might want to try clearing the cache on your cable box. Here are some steps that might help.
-Click on the Contour button on the remote.
-Select the setting icon on the far right lower bottom of the screen to go into the settings
-Arrow down to highlight and select privacy.
-Arrow down and select Locally stored data
-A box will appear on the tv screen asking if you want to clear local storage. Click "OK"
Let us know if that is effectual and thank you, again for your patience.
BAD ADVICE. Did that and now my TV doesn't function with the power button.
Looks like you are using a wireless TV box. Try moving the box and connecting via ethernet and see if any better. If so, probably wifi interference.
I wish I still had the old box. I understood it :^) I have already tried the ethernet cable with no luck. Is there a way to disable the box's wifi when I hook up the ethernet cable? I wonder if it stayed wireless when I tried the cable. I really would like it to be a wifi issue. Anyway you can tell if a neighbor recently got Cox or upgraded? My channels were clear before and now all of the wifi bands I use are slammed according to my wifi band apps.
STILL. NOT. FIXED.
A CONTRACTOR (not a Cox employee as your email advised) showed up yesterday. He was very polite and seemed knowledgeable. He corrected a slight bend radius that was in the box on the side of my house and verified my cabling and equipment in my house was ok. After he did this the problem was still NOT FIXED. He advised the problem was in your network and that would require a ticket to the “back office”. He advised they would have to do some tweaking to include a hard reset in the night. I don’t have visibility to the status of my trouble ticket so I don’t know for sure if this reset was accomplished or not. Has it been reset? Is my ticket still open? Do I have to get my ATT phones back / switch to ATT internet / TV? Many of my neighbors have switched to ATT fiber and now I can see why. How long till COX fixes my service?
