Forum Discussion

pauldtaylor73's avatar
pauldtaylor73
New Contributor
2 months ago

Tv modem updates

I am having an issue with the time of updates. I was told that updates are scheduled to happen around 2 am. But over the past two weeks the updates are happening as early as 7 pm. 

I contacted tech support and was told that there was nothing they could do. As an apology for the hassle they gave me a credit for each day the updates occurred early in the evening.

So...my question is...has anyone else experienced the same issue? And if it was resolved, how? 

12/10/2024:

Okay. This is getting ridiculous. This is the third night in a row that my contour box went out at 7:30 pm. Without advanced notice. And my updates are set to happen at 2 am. Last night when I try to reboot, I got an error message stating that Cox was performing maintenance and couldn't reboot.

I tried emailing Cox support earlier this week per their direction to try to figure out what's going on but got no reply.

So why am I paying for TV service if I can't rely on?

 

  • Allan's avatar
    Allan
    Moderator
    2 months ago

    Hello. Are you having any other issues with the box? For instance, does the box have poor picture quality, freezing, sound skips, wrong time, etc. Also, if you have not done so, I recommend unplugging the power from the box for 2 mins and then plug it back up and see if that helps. 

    • pauldtaylor73's avatar
      pauldtaylor73
      New Contributor
      2 months ago

      Hi Allan. I've tried doing a hard reboot unplugging the box and plugging it back in. That's when I get a display stating the box is doing an update that was not scheduled. I'm getting really frustrated because there doesn't seem to be an explanation for why it happens so frequently. 

      • NicholeC's avatar
        NicholeC
        Moderator
        2 months ago

         

        If you go to Settings, Preferences and then general, it should have a selection for daily update time. Does yours show it's scheduled around 7pm? If so, you can change it to a different time frame. Please let me know what it's currently set to. When it reboots around 7, are you getting a message about it being unscheduled, or does it say anything?

        Thank you. 

  • GregP1's avatar
    GregP1
    Moderator
    2 months ago

    Hi Paul, It sounds like something else may be causing the interruptions you are seeing. Please contact us privately, our email address is cox.help@cox.com Please include your name, full street address, and a link to the forum post.

    • ChrisJ2's avatar
      ChrisJ2
      Moderator
      2 months ago

      Alright, Paul. Thank you for your patience. We look forward to addressing your concern there. 

  • pauldtaylor73's avatar
    pauldtaylor73
    New Contributor
    2 months ago

    The Cox tech came out today. Said the issue was the Contour box. He replaced the box. I hope he is right.