We had the whole-home network with two DVRs and a player. I'd heard about Contour 6's capabilities. By replacing one of my older DVRs with a Contour 6, and replacing the other older DVR with just a player, I would be able to record six channels at once (both older DVRs combined offered four), and storage was at least doubled. So I had it put in. That was two weeks ago and I'm about to throw this "new and improved" box in the fireplace. I don't think we've gone a full 48 hours without something going wrong: Both players will see recorded shows on the list, but when we try to play anything back, an error telling us there's a problem and to try again later pops up. Rebooting the DVR usually fixes this. Haven't been able to pause live TV on either receiver. Get a message that says, "Please wait", which would probably stay on until the end of time, but rebooting sometimes clears this up. The DVR has rebooted completely on its own at least seven times over the 14 days we've had this contraption. On at least two occasions the reboot process hangs and I had to physically unplug the power cord to force another reboot. On at least three other occasions after the reboot is complete, the picture is jerky, and by that I mean it looks like it went from 60 frames per second to 15. Again, rebooting sometimes fixes it. On the rare occasion that four shows are recording at one time, the receivers are unable to play back anything - only allow live TV. Channels come and go on a whim. There are times we change channels only to have a blank screen for a while before a message pops up either telling us that channel is off the air or we have to subscribe to it. Really, I have to subscribe to the local ABC or NBC affiliate???? This happens on both receivers AND the DVR itself. If this is Cox's way of providing the latest technologies, then maybe they need to run it through some real time tests, and I don't mean in a lab. The Contour 6 is subpar and something I will be sure to tell everyone NOT to get. I really wish I had my old set up back. In the three years we had that configuration, I can only recall two occasions where I had to reboot the boxes.

If this is Cox's way of providing the latest technologies, then maybe they need to run it through some real time tests, and I don't mean in a lab. Perhaps your home is part of the real time test. keep us updated.

If only Cox would switch back to Motorola. Cisco and their middleware is nothing but trouble IMO.

I unfortunately have to agree with you. I've been a Contour Record-6 user since September and have come to realize that this equipment is tragically flawed, unreliable and far more irritating than it's worth. Living this week with yet another round of inscrutable errors, freezes, missed recording, failure-to-rewind properly, along with a clumsy guide and search function, I realize that my only recourse is to dump this miserable box. Speaking with the installer/tech who came out today to troubleshoot my latest, it appears that Cox knows about all of this and is working on a major revision of the Contour firmware. I guess the Tech Support people don't get told this since any conversation with them makes it seem like I'm the first and only customer to have any problems. Ask the installers; they get to see the real issues. Since I've now lost all confidence in Cox's ability to fix these issues and no longer want to tough it out until some vapor-ish future fix materializes, I'm planning on ordering a TiVO DVR, believing the additional expense is well worth it for some peace of mind. Just think of Contour as Cox's Windows 8. Good luck.

Maybe this will be a good place to keep a running tab on my continuing problems. 1/28 - Upstairs receiver was being used to select a recorded show. Receiver was unable due to an error and try again later. That screen remained frozen for about a minute when the DVR downstairs displayed a frozen screen while the sound continued on just fine. After about 15 seconds of that, the DVR rebooted. 1/29 - We lost power for about an hour. When power was restored, the DVR went through its reboot process, then while it was displaying "CNFG", it displayed on the TV something like, "attempting to communicate with video device". Remote and DVR front panel buttons did nothing. Once again had to unplug the power cord. I'll say this - it's consistent, which right now is about the only thing Cox is providing.

1/29 - The saga continues. Three times while watching live TV I paused while cooking dinner. All three times I hit play to resume and it just sat there doing nothing. After about 2-3 minutes, it started playing. Also, after that show went off, I changed to a local channel - NBC - and it said there was no signal and to press Guide to watch something else.

Contour 6 Problems | Cox Community

13 Replies

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kenneymcc
New Contributor
10 years ago
If this is Cox's way of providing the latest technologies, then maybe they need to run it through some real time tests, and I don't mean in a lab. Perhaps your home is part of the real time test. keep us updated.
Health_Edge
Valued Contributor III
10 years ago
If only Cox would switch back to Motorola. Cisco and their middleware is nothing but trouble IMO.
frankw
New Contributor
10 years ago
I unfortunately have to agree with you. I've been a Contour Record-6 user since September and have come to realize that this equipment is tragically flawed, unreliable and far more irritating than it's worth. Living this week with yet another round of inscrutable errors, freezes, missed recording, failure-to-rewind properly, along with a clumsy guide and search function, I realize that my only recourse is to dump this miserable box. Speaking with the installer/tech who came out today to troubleshoot my latest, it appears that Cox knows about all of this and is working on a major revision of the Contour firmware. I guess the Tech Support people don't get told this since any conversation with them makes it seem like I'm the first and only customer to have any problems. Ask the installers; they get to see the real issues. Since I've now lost all confidence in Cox's ability to fix these issues and no longer want to tough it out until some vapor-ish future fix materializes, I'm planning on ordering a TiVO DVR, believing the additional expense is well worth it for some peace of mind. Just think of Contour as Cox's Windows 8. Good luck.
Ric_M
New Contributor III
10 years ago
Maybe this will be a good place to keep a running tab on my continuing problems. 1/28 - Upstairs receiver was being used to select a recorded show. Receiver was unable due to an error and try again later. That screen remained frozen for about a minute when the DVR downstairs displayed a frozen screen while the sound continued on just fine. After about 15 seconds of that, the DVR rebooted. 1/29 - We lost power for about an hour. When power was restored, the DVR went through its reboot process, then while it was displaying "CNFG", it displayed on the TV something like, "attempting to communicate with video device". Remote and DVR front panel buttons did nothing. Once again had to unplug the power cord. I'll say this - it's consistent, which right now is about the only thing Cox is providing.
Ric_M
New Contributor III
10 years ago
1/29 - The saga continues. Three times while watching live TV I paused while cooking dinner. All three times I hit play to resume and it just sat there doing nothing. After about 2-3 minutes, it started playing. Also, after that show went off, I changed to a local channel - NBC - and it said there was no signal and to press Guide to watch something else.
StephanieA
Former Moderator
10 years ago
Hi Ric,

Since you recently had your services installed, I suggest scheduling a technician to come out and get this resolved. We have a 30 guarantee on all installs and will come back to resolve any issues without a fee as long as the equipment hasn't been moved. We schedule 7 days a week in 2 hour time slots, 8-10, 10-12, 1-3, 3-5, and 5-7. Please email me at cox.help@cox.com with a link to this thread and the best day and time. I will see if it's available.
sebolt
New Contributor
10 years ago
I have had a technician come out 3 times and still have the same issues mentioned in this forum.
Ric_M
New Contributor III
10 years ago
Stephanie A:

I called and set up an appointment for Saturday, February 7th. I had two optional time slots, and I chose 1-3pm. That morning I ran some errands and was home right at noon only to find a note from the technician saying he came by but no one was home. A voice mail on my home phone came in at 10:33am from the technician saying he was on his way. Sorry, but that's not the time I picked.

From that date to this past Saturday, February 21st, the box locked up four more times, failed to record six shows in one week, "lost" connection to the other two receivers, and twice was unable to play back recorded shows on the DVR itself.

Twice in this time I used the support menu on the DVR to send reset signals - beats me if it did any good. I also ran the self diagnostics. The first three failed: Connectivity 1, Connectivity 2, and Network. I called tech support on February 17th. All that happened there was I lost an hour of my life while the tech sent refresh signals and had me running around three rooms resetting the DVR and receivers. Finally got them to set an appointment for a tech to come out, which was for Saturday, February 21st, between 1 and 3pm. At 2:58pm, the tech called saying he just finished lunch and was on his way.

The tech arrived and spent 15 minutes standing in my den telling me how screwed up the Cisco DVRs are and that Cisco was working on software/firmware fixes that should be ready in early-March. I got the feeling he was getting ready to leave so I showed him the error reports from the self-diagnostics. He looked at the codes (10.32.something) and said he had never seen those before and would have to go out and look them up. He came back a few minutes later to say he was going to "monitor the line from outside". After 15 more minutes he came in saying he found "excessive noise" and a "weak signal" feeding the house. In the 20+ years I've been with Cox at this same house, I've been told this exact same thing by Cox at least a dozen times. He also said the cold weather was "shrinking the cables which sometimes creates gaps in the line". Riiiight.

In the end he did some rework on connectors, came in, reran the self-diagnostics which passed. He said the terminators (?) on the main line were the wrong ones and that maintenance would be by later to fix that. To this date I have no idea if that was done or even if it was a legitimate issue.

So now here it is February 25th, and since the technician's visit five days ago, the DVR has locked up twice, rebooted once on its own, giving me a hard time playing back recorded shows (both directly from the DVR as well as a receiver), and sitting there with a blank screen for up to five minutes when simply changing a channel. I've manually rebooted it and it seems ok for now.

Bottom line: this Contour 6 is by far the worst piece of ** I've ever seen. The only thing I can rely on is it failing. I think it's time for me to call Customer Service and demand a refund for cable services since I had this heaping pile of garbage was installed. I only wish Verizon FiOS was in our area. My daughter's been with them in Newport News, and they've had their version of a 6-channel recording DVR for two years and never ONCE has had any problems with it whatsoever.
StephanieA
Former Moderator
10 years ago
Hi Ric,

I'm showing your ticket has been completed to fix the issue outside. Since you are still having a problem, I suggest having someone come back out to follow up. I can get this scheduled for you. Please email me at cox.help@cox.com with your account details and a link to this thread.
ATPTourFan
New Contributor III
10 years ago
Stephanie,

we the frustrated contour whole home customers deserve more transparency from cox on these known issues. We are paying for your premium product and getting nothing but a horrible inconsistent experience.

the combination of inconsistent installation quality, less than honest support on the phone and here in the forum, and frequent disruptions for our family had made contour a major pain point. We feel locked in due to the fact thAt we cannot swap out the DVR withou losing all our recordings.

Even when the system is responsive the DVR is less functional than your non-contour DVRs. Maybe in 2015 there will be a way to see which shows have not been watched yet. Ya know like on the legacy DVRs you still sell?

maybe we can have the main DVR show TV when it is turned on instead of a black screen a few times each week.

It may be time to just cancel contour service or cox altogether. There's no way I am paying an early cancel fee either.

Cox Contour whole home DVR has been a colossal failure and waste of my money and sanity.

Step up, Cox, and come clean on the known issues and time table for their correction so your customers can make an informed decision to deal with the frustration or move on to another DVR option.