I live in northern Virginia and bundle my Cox TV, Internet and telephone services. Before I purchased a high-definition TV, the Caller ID worked on my analog TV and cable box (Cisco Explorer 1840). Meaning, I could see the Caller ID on my TV screen and select its options on the Passport Caller ID screen (Enable or Disable and Short, Medium or Long durations). After I purchased a high-definition TV and replaced the cable box, the TV Caller ID no longer works. Caller ID still works on my telephone and I can select its options on my TV, but I no longer see the Caller ID on my TV screen. My new cable box is the Cisco Explorer 4642HDC. Because I am an IT professional, I consider myself tech savvy. I have enabled my TV Caller ID, verified all connections are secure and sent numerous reset signals via the Cox online and telephone troubleshooting-services. I can launch and interact with the Program Guide, Quick Settings and Quick Menu. I gave up on the technicians because explaining and repeating my problem is too exhausting. Are other subscribers having this problem? Cox heavily advertises this option but issues equipment not supporting it.

Bruce I would try a two minute power cycle on your cable box. leave the power unhooked for more then two minutes then plug it back in. The system that give you the normal cable box functions is different then the one that allows TV caller ID to work. It is likely when you first hooked the cable box up it was not ready to communicate with this second system. Now that the box has been setup for normal operation it just needs to register itself with this second system. If that still does not correct it is a back office issue that needs to be cleared up. You can call your normal support number or email me at coxhelp@cox.com and I can look at it and submit the ticket to get this corrected. If you do email me please include your full address.

Thanks Mike...I will try the 2-minute power cycle. However, after the severe thunderstorms on July 6th...remember the Derecho...we lost power for 16 hours. After power was restored, my cable box should have associated and registered with the correct system. Then again, with the sudden surge of communications, perhaps there was too much congestion, errors and latency on the lines to register with the correct system.

The 2-minute power recycle did not correct the problem. My new Cisco Explorer 4642HDC will not display incoming telephone calls. It never has displayed incoming telephone calls. Is the 4642HDC programmed to display TV Caller ID? Do I need to upgrade its firmware?

We have reached the max level of self help available for this kind of issue. Anything else will need to be done in direct communication with cox. You can reach out to them at Coxhelp@cox.com

I have had the same problem with the system installed 3 weeks ago. Called Cox Tech Support and was told today that the TV Caller ID is down over their whole network and "they are working on it". This is supposed to be for the Scientific America boxes as well as the new Cisco boxes. Just one of several problems with the new boxes and the Trio guide system.

TV Caller ID | Cox Community

13 Replies

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mike007
New Contributor III
12 years ago
Bruce I would try a two minute power cycle on your cable box. leave the power unhooked for more then two minutes then plug it back in. The system that give you the normal cable box functions is different then the one that allows TV caller ID to work. It is likely when you first hooked the cable box up it was not ready to communicate with this second system. Now that the box has been setup for normal operation it just needs to register itself with this second system.

If that still does not correct it is a back office issue that needs to be cleared up. You can call your normal support number or email me at coxhelp@cox.com and I can look at it and submit the ticket to get this corrected. If you do email me please include your full address.
Bruce
Honored Contributor III
12 years ago
Thanks Mike...I will try the 2-minute power cycle. However, after the severe thunderstorms on July 6th...remember the Derecho...we lost power for 16 hours. After power was restored, my cable box should have associated and registered with the correct system. Then again, with the sudden surge of communications, perhaps there was too much congestion, errors and latency on the lines to register with the correct system.
Bruce
Honored Contributor III
12 years ago
The 2-minute power recycle did not correct the problem. My new Cisco Explorer 4642HDC will not display incoming telephone calls. It never has displayed incoming telephone calls.

Is the 4642HDC programmed to display TV Caller ID? Do I need to upgrade its firmware?
mike007
New Contributor III
12 years ago
We have reached the max level of self help available for this kind of issue. Anything else will need to be done in direct communication with cox. You can reach out to them at Coxhelp@cox.com
BobMike
New Contributor
12 years ago
I have had the same problem with the system installed 3 weeks ago. Called Cox Tech Support and was told today that the TV Caller ID is down over their whole network and "they are working on it". This is supposed to be for the Scientific America boxes as well as the new Cisco boxes. Just one of several problems with the new boxes and the Trio guide system.
Rastro
New Contributor
12 years ago
I live in Orange county CA and have the sameproblem with Motorola box worked last month but been not for a couple of weeks now
Bruce
Honored Contributor III
12 years ago
Why is removing power from a cable box stamped as Cox Approved? First, it didn't fix the problem. Second, recycling power on electronics has become so commonplace that it's almost a cliché. Third, it was the only suggestion from the moderator. I still have no Caller ID on my TV.

Even though this is the first time I've seen this stamp of approval, your purposeless use of it has eliminated its value. It serves no other purpose than self-gratification. Cox needs to resolve the issues on this forum…not pat itself on the back for nothing.
BigDave22
New Contributor
12 years ago
I think it's an analog feature, mine also disappeared a long time ago on Comcast, it's never worked on Cox an the feature is turned on. It's really no big deal with caller-id. I find this a non-issue.
jpr9845
New Contributor
12 years ago
I guess it is still down. I have the SA box and caller ID does not work. Caller ID on my TV was the sole reason I upgraded from starter to essential phone service and it does not work. It has been another 3 weeks since you called Cox Tech Support, seems still "they are working on it". I am glad I checked out the forum, thanx.
Frank
New Contributor
12 years ago
Caller ID on TV works for me in Macon, GA on my hi-def TV and slave TV. Every now and then, it stops working and I have to call tech support. If they cannot fix it with a reset, tech support has to forward the trouble ticket to some other group within Cox. Once the forward the ticket, it is usually fixed within 24 hours.