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kdavis's avatar
kdavis
New Contributor

Why doesn't my DVR record a PPV event when I have selected buy and record?In August, I selected buy and record the Paquiao fight. The fight did air, but did not record which just made for a late night, but was an inconvenience. Saturday, 11-6-21, I c

In August, I selected buy and record the Pacquiao fight.  The fight did air, but did not record which made for a late night and big inconvenience.  Saturday, 11/6/21, I called to be sure that I would be able to buy and record the fight, because I would not be home to watch it.  The Cox representative checked my system and said that it was in good working order, but would note my account that should the fight not record, I would be issued a refund.  Unfortunately, the fight DID NOT record, so I've missed it.  Sunday 11/7/21 I called Cox regarding the refund and was told that she saw all of the notes on my account and yes, I would get a refund, but need to transfer me to the loyalty department for them to issue me the credit.  She transferred me, and that department was closed.  I attempted to call a few more times and the department was closed.  Monday, 11/8/21 I called Cox and just as I was beginning to explain the issue (1st person), the call disconnected.  I called back, the 2nd person told me that it was illegal to record a fight.  I explained that I had always done it in the past and she argued with me, even calling me by a different name.  I began to share me issue from the beginning and the call disconnected.  I called back and explained the issue to the 3rd person, who said she saw the notes on my account, but collections was the department to issue the credit.  She transferred me.  Upon explaining the issue to the 4th person in the collection department, she indicated that I needed to speak with someone in the billing department and she transferred me.  After explaining my issue to the 5th person in the billing department, I was told that she saw the notes on my account and she would issue the refund and all would be rectified.  Meanwhile, during my last call, customer service representative (2nd person) calls back and leaves a message assuring me that, yes, it is illegal to record a fight, just to be sure that I'm clear on the issue.  According to the Cox website:  "Residential Cox DVR subscribers will be able to record the fight."  I'm not sure what is going on.  There is clearly a lack of training.  As a customer of over 20 years, this is very disappointing.  I would just like to get to the bottom of this.  Can I record a PPV event?  If so, why won't my DVR record it?

1 Reply

  • BenS1's avatar
    BenS1
    Former Moderator
    Hi @ Kdavis
    I know how important it is for you to see the PPV events that you enjoy more than once. The PPV event is available in the Contour menu, under My Purchases, for 30 days, you can watch the event multiple times during the 30 day period. The PPV will not be recordable on your DVR. Billing and account questions that require the sharing of personal information aren't suited for a public forum. For further assistance with credits and billing, please contact us via Facebook or Twitter @coxhelp or email us at cox.help@cox.com with your full name and address

    Ben S.
    Cox Support Forums Moderator