ContributionsMost RecentMost LikesSolutionsDVR Not Recording Here is the situation... We had two outages last week, each for several hours. The second of those was on Thursday, February 18. When things came back up, our host DVR cable box would not come up. It gave a message about needing an update but unable to reach something to get it. This is where the frustrations began. 1.) Spent about two hours in chat Thursday evening with the result being that we had to exchange our box at a Cox Store or somehow acquire a replacement box 2.) On Friday, I went to a Cox store to exchange box. Set it up, but it does not record. 3.) Friday night... About two MORE hours on a Cox chat to try to troubleshoot the issue with the result being we needed Cox to come out to resolve it in person 4.) On Sunday, had a two hour appointment window. Cox person showed up about an hour into it and stayed for just under an hour with the result being that the signal level from the street was not 5.) On Monday workers came out to do whatever they needed to do from the street. They left saying things had been fixed. However, as I am sure you can guess, we still cannot record on our DVR. 6.) After all of the hours we have put in to this, I am very frustrated and being given the run around on the phone, including getting cold transfers within the last hour and also totally disconnected twice. Bottom line... About four hours of chat time, two hours appointment time, 1 hour to go to Cox store to exchange box, several hours while they worked at street today, and about an hour on the phone just now, and we STILL do not have DVR that can record. Yes, I am upset but I feel I have a good reason to be. No one is able or willing to help and there is no one that has taken any type of ownership wit this problem. Please, Cox. Help. Cisco 9865 Issues Hello All, We have a whole home DVR 6 setup using a Cisco 8865 with Contour (not the newer Contour 2) as the main box. It developed issues and in chats with Cox they confirmed they see an issue with the box on their end. It works on many channels, but there are also many channels where we just get the Cox Contour logo and then a message saying it could not tune to the channel. Since the main box was the one we use most, I did swap it out with a satellite box from another room. The Cisco 9865 exhibited the same issues while the satellite box worked fine in the old location of the 9865. That confirmed for me the issue was not our indoor wiring but rather with the box. Cox has said we need an appointment, so I have a bunch of questions. 1.) They have said the appt. would be free. Is that correct? 2.) The second chat sad they could transfer recorded items from the old box to the replacement box, again at no cost. Is that correct? 3.) Do I REALLY need an appointment? If I got the exact same box as replacement, since everything is already set up and working, can't I just plug and play the new one - understandably losing our recordings in the process? For me, the convenience would be worth it. 4.) If i do get the appt., would they replace it with the same, or is an upgrade to Contour 2 possible? Since we already pay for DVR 6 service, the cost should be the same, corrcet? 7.) If we CAN upgrade to Contour 2 at no cost, do any users have opinions on that? Is it worth it? Re: Why does COX keep charging me for a router I provided? Yes, this has happened to me before with Cox - and in Arizona, too. When we first got high speed internet, we purchased a modem from Cox. We used that modem for literally a few years, and then out of the blue, we received a bill from Cox for it - even though we had paid for it years ago. When we first called, they told me that something (some number or other identifying factor) told them it was a Cox modem. We had purchased it from Cox retail as new, and told them that. I truly do not remember HOW it was resolved, other than we did NOT pay for it a second time. I also remember that it was a SLOW process and, like you, I was billed more than once while Cox did 'research' on this issue. I know they implied it was my fault, saying if I had my receipt (for a product purchased YEARS ago) this could have been resolved quickly. Really, there was nothing I actively did to get it resolved other than to have to call often to get beyond the lowest level of customer service that could do nothing but tell me that I had a Cox modem that I needed to pay for.... Sorry I can't be more help. I totally understand your situation and the feeling of wondering if staying with Cox is worth it... Re: How do I get this fixed? Wow.... Cox, way to make the fact that the issue seems fixed into a still unhappy ending.... I just found out this morning that I have been charged a service call from Cox for the visit. I had been told that I would only be charged if the problem were INSIDE my house. The ONLY change made inside my house was plugging in the outside signal booster they added, which he wanted to add because he said the signal leaving the Cox box on the OUTSIDE of our house was low... NOTHING was noted or changed as a problem INSIDE our house, nor did the tech note there would be ay charge for the call. Cox is claiming they will credit the fee, but that remains to be seen. More importantly, they are acting as if they are doing me a favor by crediting the fee, when based on what I was told prior to the visit, it never should have been charged to begin with. Sigh... As noted previously, this experience has not been pleasant, but at least it ended well. Now even that aspect has been taken away by Cox... Can someone from Cox please explain why I was charged the service call in the first place. Re: How do I get this fixed? Hi Tffany, Thanks. My frustration was from the past history of summer signal issues that I thought had been foxed a few summers ago, only to have them return... Combined with the chat agents who were VERY unhelpful - as I think I mentioned, the one told me my modem was bad... Obviously not the case... Anyway, When I was muttering about the internet issues this past week, my wife had mentioned the tv signal had been dropping out as well, giving the message that signal not available in the middle of watching tv.... She said that did not happen Friday or today, and, as I posted, our internet signals are MUCH better. For what it's worth, the tech who came to our house was patient despite my obvious frustration. Re: How do I get this fixed? While the process was not pleasant, they did improve my signal levels... Looks much better, don't they? Re: How do I get this fixed? "When did you have the whole home DVR? Did the problems start around then? " Sigh... First, I know you are just trying to help so thanks. But... For some reason I get the feeling no one is reading what I have written. I already said, " the numbers were better even AFTER they put the splitter in for the whole home DVR, so while the splitter may be impacting things, it is not the ultimate answer...." Just for the record, here are the numbers with the splitter removed. Only a slight improvement....And no significant change to the actual download speed measured by Cox's own speed test - it actually dropped slightly... There were no changes inside out home when the signal dropped... Something happened outside the house -something that did not require an appointment from me. But it seems they will not even fix what they did without an appointment from me. Very frustrating, and not the first time something like this has happened. It has literally gotten to the point that when I see a Cox truck in our neighborhood, i check signals later that day because it seems when they fix something for one person, it makes it worse for others.... That pattern has happened several times since we've lived here, and appears to be happening again, as I checked signals when there was Cox truck in our neighborhood - silly me, actually hoping that we were getting the speed upgrade an instead i get given crappy signal again. I am guessing when people complain, they likely threaten to leave a lot. But I am giving Cox over $200/month, and to say the service (or lack of) has been poor in this and other cases is a huge understatement, and if nothing else is at least causing me to look at other options. Re: How do I get this fixed? "Besides removing splitters" Not sure if you fully read my post - the splitter goes to whole home DVR... If I remove the splitter, I lose the whole home DVR... Also, I specifically mentioned the numbers were better even AFTER they put the splitter in for the whole home DVR, so while the splitter may be impacting things, it is not the ultimate answer.... However, if this is an excuse to get rid of the whole home DVR (seems pretty pricey), then I guess I cannot complain. I just posted here because it seemed in some posts people got help. Lucky them, I guess.... How do I get this fixed? Based on things I have read, I am assuming these numbers are not good.... The SNR and Power Level seem pretty bad... Modem is on a splitter, one to modem, one to whole home DVR... But the cable modem numbers were not this bad right after they installed the whole home DVR. The splitter was there and the numbers used to be better. Entered a couple chats with Cox and really got nowhere other than very frustrated, as they did not seem to understand what I was talking about regarding the signal and said I must have too many items using the internet... GRRR.... So what can I do about this, assuming these numbers are out of desired specs?