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About a week ago, we discovered that all recorded shows (over 2 dozen) were gone. Tried normal reset, but nothing. Contacted Cox support and the opened a ticket and then after some testing, escalated it to the next tier and said should be fixed in 24-48 hr. Several days later, contacted them again when nothing showed up. They escalated the ticket again and said wait 24-48 hrs. Well, days later, no shows have showed up and the scheduled shows have stopped recording altogether.
Since this is a cloud DVR, where are the backups? Restoring recordings should be easy unless they have a much bigger issue that they are not admitting too. I have come to my limit with Cox and their inability to inform me what the issue is and their insistence that if I just wait 24-48 hr, all will be fixed. I'm about to commit to a campaign of spreading my experience to as many online as possible if this issue is not resolved in a timely fashion. Cutting the cord will then be next on my list and going with a streaming service that provides the service I am already paying good money for.
Cox, this seems to be a widespread issue (as seen from this forum) and you need to come clean on what the issue is and have your techs fix the problem once and for all.
I see this canned response to almost every issue posted in this forum. I have spoke to a support person by phone (1st contact) and via chat (2nd and 3rd contacts). Even the emailing of the chat transcripts to my email address did not work. Please explain how reexplaining all this via an email to cox.help will be any different? I think an email to Patrick Esser might be more productive.
I would try email. They can/will escalate issues further up the chain. Not saying it will defiantly fix your problem but it's worth a try. Chat is mostly a bot and outsourced.
Just tried my last time with tech support. They told me my ticked was resolved, but can't tell me how. Each tech wants me to go thru the same troubleshooting steps, which I've done 3 times already. Their cloud DVR service is broke. I will write a personal email to Patrick Esser, their CEO.
If you think that will help, but he is so far away from the troubleshooting scene, I doubt he would care. He is also retiring at the end of the year, so is probably busy with that. If it was me I would write a negative review on DSLReports.com and/or file with the BBB. Either way good luck.