Forum Discussion

ekagawa's avatar
ekagawa
Visitor II
2 months ago

My DVR recordings were gone

The cable box with DVR we had stopped working and I called tech support who sent a technitian to replace the box.  I asked if my recordings will be accessbile and they said yes.  The technitian replaced it with smaller set up box.  And I asked about the recording and he said that they will be available and I can see them overnight.  They did not and I called the tech support.  They told me that my service was changed to cloud DVR and there is no way to access my old recordings.  I am so upset about how this process was managed by COX.  I escalated multiple times bewtween different departments and all I got was $40 credit and the supervisor hanged up my call saying that our conversation is out of control.  I am so furious and frustrated with how COX handled the issue.  All the digital assets I accumuated are taken away from me without being told.  Not acceptable.  

  • MariaL's avatar
    MariaL
    Moderator
    2 months ago

    Hi ekagawa,

    I can definitely understand your frustration. I would be happy to investigate this and address your concerns. Please email our team at Cox.Help@cox.com with this post, your full name, and your complete address.

  • CurtB's avatar
    CurtB
    Honored Contributor
    2 months ago

    If you replaced a DVR that stored recordings on a local hard drive, there's no way you could have retained those recordings, regardless of the type of new DVR you received.  The recordings were only available while using that particular DVR.  When it failed, your recordings were lost forever.  If it had been Cloud DVR, the recordings would (should) have been available when you got a new, replacement Cloud DVR.  The technician could have thought that was what you had, but he probably just lied to you. 

    There have been numerous reported performance issues with Cloud DVR.  So, if you experience audio cut out, picture freeze, difficulty with fast forward, etc., it's not just you.

    Here's a breakdown of the Cox Cloud DVR storage limits and features: (AI Overview)

    • Starter DVR: Records one show at a time and stores up to 50 hours of HD video.
    • Essential DVR: Records up to two shows at a time and stores up to 250 hours of HD video.
    • Preferred DVR: Records up to six shows at a time and stores up to 250 hours of HD video.
    • Ultimate DVR: Records up to 24 shows at a time and stores up to 1,000 hours of HD video.
    • Cloud DVR Recordings: Recordings kept maximum one year, even if "Until space is needed" selected.
    • Downloading Recordings: You can download recordings to your mobile devices and watch offline.
    • Download Restrictions: Up to 50 titles downloaded to a device, using your Cox in-home Internet. 
    • Simultaneous Viewing: Recordings cannot be viewed on more than one device at the same time. 

    Since you didn't know you would have Cloud DVR, you may not know what package you have.  You probably have the Cloud DVR equivalent of what you had before, but you should verify that with Cox.