Forum Discussion

Kaeferhaus's avatar
Kaeferhaus
New Contributor
6 months ago

OnDemand Unavailable After Cox Software Upgrade on May 1, 2024

At 1:26 AM on the morning of May 1, 2024 I was watching CNN when the screen suddenly blipped and there on the TV screen was a message from Cox Communications informing me that a software upgrade of t...
  • LatitiaS's avatar
    LatitiaS
    2 months ago

    Hi slotguy55,

    This is most disturbing to learn you have unresolved issues with your On Demand.  We want nothing more than for you to enjoy your services.  It sounds like we didn't do a great job explaining our service visit process.  Any issue outside of your home or with the Cox owned equipment inside your home is our responsibility and will not result in a charge for the visit.  If the tech needs to replace wiring or outlets inside there may be a service charge but based on the description it doesn't point to a wiring issue.  Please send us an email to cox.help@cox.com so that we may investigate further.  

    Cox Support Forum Moderator

DustinP's avatar
DustinP
Moderator

Hello Kaeferhaus,

We absolutely value your business and want you to remain connected to your favorite content On Demand as well as any programming among your subscription. You shouldn't have to reset the equipment so often. What you've described sounds like we may need to have a field technician visit scheduled to further ascertain a solution. Remotely, prior to reviewing the account support may have recommended verifying the ends of the coaxial cable are screwed finger tight (not over tighten) to the wall and to the cable box.

I imagine these steps have already been taken. Our goal is to help get to the bottom of a solution. Should issues remain then would you email us at Cox.Help@cox.com with your name, complete address, and include the URL link to your forum comment? We can help.

Kaeferhaus's avatar
Kaeferhaus
New Contributor
6 months ago

Gimme a break!  There's nothing wrong with the "ends of the coaxial cable!"  If that were true, why is all the other functionality working OK?  Hmmmm?  Prior to the Cox software upgrade on May 1, 2024 OnDemand was working fairly well, although with occasional glitches that I could remedy with a reset of the cable set top box.  While I'm on the issue of OnDemand, let me share this additional anecdote that documents what I experienced about two months ago (well before the software upgrade).  I accessed OnDemand and chose ABC as the network I wanted to view.  The ABC program I chose was "9-1-1."  Instead I got "The Bachelor!"  And it wasn't even from the beginning! It was some minutes (I don't know how many) into that program, which is one I don't watch.  Another one: An HBO subscriber, I chose an HBO series to watch on OnDemand that had no sound!  Can you understand why I'm so disenchanted?  You should refund some of my $328 monthly charge.  I've got a letter ready to go out to Atlanta to Mark Greatrex who is the president of Cox Communications documenting the lousy service.  Info copies are going to the New York Times, Washington Post, Wall Street Journal, CNN, MSNBC, CBS, NBC, ABC, Daily Beast, Huffington Post and a whole bunch of other media outlets in an effort to publicize Cox's deficiencies.  BTW, I already sent an email with my Forum comment to Cox.Help@cox.com.