Forum Discussion

tyoder325's avatar
tyoder325
New Contributor II
6 days ago

Live and cloud recorded video low quality

I have 2 Cox Contour receivers (1 nonrecording too) with cloud recording. I have been experiencing poor quality video that comes and goes on live and recorded video. I had a tech here for over 3 hours and he could not fix the problem. Signal into the house is fine and he even replaced the router. Upon checking Wifi bands we found out that a neighbor who just go Cox is on the same wifi channel we are on. So it makes sense that we are getting interference. The ability to change the wifi channel is not selectable in the app and now after going through chat support they say they cannot change the channel. Has anyone found a workaround to this? I am about ready to switch to ATT. 

  • ColleenD's avatar
    ColleenD
    3 days ago

    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

  • tyoder325's avatar
    tyoder325
    New Contributor II
    6 days ago

    Also please do not close this thread as I see has been done with other quality issues. Maybe someone out there has a solution that cox support cannot provide. I have already sent a support email and after several AI replies I had a reply from a human who could only offer to send a tech. 

    • RobertS1's avatar
      RobertS1
      Moderator
      5 days ago

      Hello Tyoder325, I apologize that you are still having issues with your signal and getting those channels changed. We truly value you as a customer. I want to help see if we can't figure out a solution. If you would like send me an email at cox.help@cox.com with your full name and address I would love to take a look at which equipment you have and see what we can figure out. Thank you

    • WiderMouthOpen's avatar
      WiderMouthOpen
      Esteemed Contributor
      5 days ago

      FYI Cox is transitioning to a new cloud TV system on 12/11/24 All recordings will be lost with the transition. They are moving the cloud DVR hardware over onto Comcast's system, whom they already license the backend software from. See here and here for more info. Hopefully the new system will perform better. Won't help with a local wifi interference issue though. That is the crappy xfi system that they also rent from Comcast. 

      I will make the same suggestion i make everywhere, switch to a streaming TV service like YTTV. There are many options out there. Cable broadcast TV is dying, if not already dead. Between ISP wanting to switch from QAM to IPTV, lack of support for CC(which means no 3rd party DVRs), and the slow roll out of fiber(which required RFoG for QAM/coaxial signal), the writing is on the wall. Some ISP like Frontier have even stopped providing new customers with TV service all together and just resell YTTV.

  • bdquay's avatar
    bdquay
    New Contributor
    5 days ago

    I have the same problem with poor recording quality. If I watch a program on live tv the quality if great. If I switch over to watch the same program from the recording it is on and off pixilated to the point of being unwatchable. Even when the recording is caught up to the live program. 

    • WiderMouthOpen's avatar
      WiderMouthOpen
      Esteemed Contributor
      5 days ago

      Are you using a wireless TV box or one connected with coax? If coax on the XG2, you are not the only one. See here.

  • OmahaCane's avatar
    OmahaCane
    New Contributor
    4 days ago

    Same problem here in Omaha. For the prices they charge i would expect crystal clear service all the time. Most of my recordings are dang near unwatchable. I'd like a refund on my account until they can fix their problems.  It's worse than.low def at this point and the tech said signal was great..its trash service at this point..

    • LaToyaW's avatar
      LaToyaW
      Moderator
      4 days ago

      Hi.

      Thank you for being a part of the Cox family.  I'm sorry you are experiencing issues with your recordings. I'd like to take a look at this issue further.  Please email your full name and complete address to Cox.help@cox.com.

      • johnferguson's avatar
        johnferguson
        New Contributor
        4 days ago

        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.