Cloud DVR

I'm having the exact same problems. I'm not sure if I have cloud DVR or a failing physical hard drive but it is frustrating. I call it when it won't Fast Forward "Slow Forward". It just won't go. I spend a lot time trying to troubleshoot with box resets and all the general tricks but nothing works. Cox charges sooo much for their service. I can't figure out why the product is so bad. We've had boxes replaced in the past but it only works for awhile then back to the same old problems. Very frustrating.

This has been going on for months now, cox acknowledged the problem a while ago, fixed for only a few days, has gotten progressively worse, impossible to watch a recorded show… I’ll be calling tomorrow again…this is beyond ridiculous…

Aaugh!! 😤 DVR issues again! How often is this going to happen? Didn't they "upgrade" their system not long ago?  All I know is that we moved into our home this past October and problems since that time. It's not as if this is a low cost service! Get it together COX!!

We are having these same problems, which are getting progressively worse. Also having similar issue’s while watching live programming (audio cuts out). Get booted out of streaming services randomly while trying to watch what we couldn’t record. It’s becoming increasingly frustrating to be paying such exorbitant prices and not be able to use the service.

Incredible that so many are having a huge systemwide issue, and yet Cox has nothing on the sight or app acknowledging it from last check. this is only a dozen people or so on this subject in this forum, one knows there are many tens of thousands having same issue. I pay 'almost' as much for cox services than my APS bill. Can you imagine your power interminably going out in the same fashion? Would never happen for multiple reasons. BUT it's ok for Cox to have issues, and this one in particular, for going on a year now with no oversight, accountability or presumed fix. They don't want to spend the money for a problem they most likely know what's causing it and how to correct it. But no one is forcing their hand.

After complaining about this issue since "the Cloud DVR marriage" in December 2024, they've sent out three separate techs.   They changed my DVR and WiFi equipment, junction boxes in the street, checked all my connections and I still have issues watching recorded programs.  At first I was told this is a known issue and they're working on.  This morning the repairman told me it was repaired 2 days ago.  This is clearly misinformation since I'M STILL PAYING for an UNWATCHABLE DVR.  I'm so fed up with COX and started exploring other options. The problem in on the network side...i.e. on their end.  No more coming to my house to touch something else, when it was working fine before.  Look in your own backyard. SHAME ON COX for not being up front with us.🤬..........Just pay India to find it and fix it.

...and tell COX you're not going to pay your TV portion of your bill until this is fixed. Get $$$ credits. Tomorrow I'm going to call and ask for a pacifier (SHO, Peacock, Paramount...something)

Watching DVR recordings is hopeless - they freeze, you lose the sound, they end and ask if you want to delete…. Why are you charging us for something you haven’t been able to deliver reliably for weeks…? Complaining seems to have no effect - who did you pay off to be able to cheat consumers this badly?

Same. Freezing up during play-back, sound cuts out, won’t fast forward. Ridiculous. Been thinking about dropping cable anyway. Our cable bill is so high and we can’t even use the feature we use the most. On demand is not an acceptable alternative: the whole point of having a DVR is so you can fast forward. 

Problem has been happening since Sept. 2024 and I have tickets open after several calls last year.  As of last week I'm told the issue is tied to the Comcast platform that Cox is now using, and they have no ETA.  I spoke with Retention last week and they agreed to apply a credit, but none was issued so I had to call again yesterday.  Spend 1.5 hours getting a run-around because they didn't document my call last week properly (they can review the call recording), and also got disconnected halfway through and had to start over again.  Overall this is clearly a problem that they do not have a handle on.  Moderators - please provide clear updates on the resolution, not generic answers about sending techs to customers' homes that has nothing to do with your network platform for this service.  I'm about to cancel my service as well.

This seems to only happen when trying to watch through the TV.  If you use the Contour App on your computer or smart device there isn't a problem, which leads me to believe it has to do with the cable boxes or hardware for TV viewing.  Just the other day I was watching through the app 350 miles away from my home TV using free airport wifi and it was perfect.

Do you notice a corresponding change in Internet speed when those issues occur with Cloud DVR?  Check your Internet speed when/if Cloud DVR is functioning properly and again when having these issues.  Be sure to use the same speed tool because different websites report differences in speed.  Cox's website reports speeds that are about 2/3 that of others.  

Hi all, we have been having the same problems for over a year. I am a former IT executive and very familiar with cloud services. What COX does not want to tell us is that the issue is that they don't provide adequate bandwidth with their cloud provider (or if they provide their own infrastructure it is grossly inadequate), it costs big dollars to increase the bandwidth and/or infrastructure and they don't want to spend the $$.  This will never be corrected until they fix their bandwidth/throughput issues.  I also had COX service folks here, checked all connections, upgraded my DVR and the problem only got worse over time.  Sounds like moving to Comcast only made it worse.  It literally can take 10 seconds for the box to respond (I count it out).  In the business world these guys would have been fired as a vendor a long time ago. If this had a real impact to their bottom line (think Amazon if they couldn't execute transactions), then it would get fixed very quickly.

There are multiple reasons outside of customers' control for poor Cox Cloud DVR performance.  There could be Internet issues caused by inadequate infrastructure and/or issues at Comcast that users on this forum have mentioned.  Customers with reliable Internet can still experience poor Cloud DVR performance because of issues at the Comcast backend.  Comcast may not have properly prepared for the increase in network activity since Cox transitioned to their software and hardware on December 11, 2024.  Cox has traditionally been hesitant to react to performance issues from their service providers, but Cox management should get actively involved with Comcast to get this issue corrected.