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hughes6591

New Contributor

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1 Message

Monday, March 10th, 2025

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FREEZING CONTOUR CLOUD

Cloud dvr freezes, wont play back, skips. What the heck people! Seems this is a common problem. We are paying hard earned money for this service. WHAT IS THE FIX?

Discussions

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Updated 

5 months ago

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LisaH

Moderator

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950 Messages

5 months ago

Hi hughes6591. The purpose of the Cox Forums is to allow customers to discuss technical topics related to residential Cox Cable, Telephone and High-Speed Internet services with other customers. This appears as if you may need someone to look into your account personally. We would definitely be able to assist you with this. Please reach out to us on Twitter at CoxHelp via DM, visit us on Facebook via private message, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started. Thanks, Lisa, Cox Support Forums Moderator

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smaier6

New Contributor

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2 Messages

5 months ago

We have been experiencing the same issues for months. Cox has no solution to fix the problems and deliver quality service. 

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ChrisJ2

Moderator

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500 Messages

Thank you for the reply. In addition, is this occurring exclusively with recordings initiated live, or also with recordings made in advance? 

5 months ago

jjinterravita

New Contributor II

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5 Messages

5 months ago

We switched from a Cox dvd in our home to Cox Cloud DVR and we experience constant freezing, loss of voice, sometimes for seconds, other times for minutes - very unhappy - any ideas???

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ChrisJ2

Moderator

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500 Messages

Hi, there. I'm really sorry for the issues with your DVR service. if you go back to the recording and retry playback, does it pause at the same places, or does it correct the stutter? Thank you, in advance. 

5 months ago

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jjinterravita

New Contributor II

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5 Messages

I am working directly with Cox on my issue, they acknowledge the problem exists across many customers - I will no longer update this post - thx for all the replies

5 months ago

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ChrisJ2

Moderator

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500 Messages

You're welcome. Thank you for the update. 

5 months ago

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cswfkarlas

New Contributor II

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3 Messages

We continued to have issues w/ the Cox DVD so we also switched to Cox Cloud DVR. What to do? Despite going back to the recording, starting over, nothing solves the issue. Why is it there is not an issue when Cox sends out the bill alerts? Cox has no issue in continuing to increase their fees and their service is worse than ever. It should be illegal for this to continue. 

5 months ago

mkblades

New Contributor

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1 Message

I’m one of those customers that are having the same issue. What are they doing about the issue. I can’t get anyone to acknowledge a problem 

5 months ago

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jjinterravita

New Contributor II

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5 Messages

5 months ago

Thanks for replying - the same recording freezes in different spots when we retry it - happens during playback, or fast forward - sometimes just sound stops, other (most) times the entire show freezes for up to several minutes, then restarts where it froze - not a bandwidth issue (900mbps during the problems) - Cox Gigablast

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ArloDamon

New Contributor

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1 Message

5 months ago

Same problem here. On-Demand and Live TV is fine and we have tested our bandwidth and it's fine. It's the Cloud DVR that's the problem. This technology is NOT ready for prime time.  The only reason we have this is because the other one died and the tech didn't have a replacement on his truck. Regretting we accepted this. 

Is it possible to get a DVR with a HD returned?

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ChrisJ2

Moderator

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500 Messages

Hi, there. You can do that. We can schedule someone to address this for you and have it swapped. Or, you can bring it to a Cox Solution Store to have that done. Please email us the physical address and any other pertinent information to Cox.Help@cox.com with your name and a copy of this forum message and we are glad to assist you there. 

5 months ago

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CurtB

Honored Contributor

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2K Messages

ArloDamon wrote:

Is it possible to get a DVR with a HD returned?

Your question could be interpreted in a couple of ways.  I suspect you're asking if you can replace the Cloud DVR you currently have with a DVR containing a local hard drive like you had previously.  I think    ChrisJ2  may have interpreted your question as an inquiry to determine if you can replace a defective Cloud DVR box with another Cloud DVR box.  Clarity is important.

Cox, can a customer with Cloud DVR change back to a traditional DVR containing a local hard drive?

5 months ago

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cswfkarlas

New Contributor II

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3 Messages

5 months ago

I agree. This is our problem. No matter what time of day. I want to know what the fix is as well. We have been struggling for weeks. I went to the Cox store to find a solution. It is pure hell to call for customer support and reach a off shore representative who has no idea what I am talking about. Actually told me to call Cox Complete Care? I did not know this forum existed and more than disappointed as we have a tech coming this Thursday and it would seem there is no fix. 

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CurtB

Honored Contributor

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2K Messages

In case you didn't know, Cox Complete Care is a $10/month subscription service to waive fees that would otherwise be charged to the customer for things like tech visits.  It's kind of like insurance, not someone you call.  However, if an issue is found on Cox's side of the demarcation point (box on side of your house), no fee will be charged, with or without CCC.

5 months ago

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cswfkarlas

New Contributor II

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3 Messages

Thank you. Yes I am well aware what Cox Complete care is. Unfortunately had for years. Cox Complete care cannot & will not even address the issue of the Cloud DVR issue. From reading the posts it seems as if the only solution is finding another provider. Not only do we use Cox for residential but our business as well. I find it hard to comprehend there is NOT a resolution for Cox. 

5 months ago

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Allan

Moderator

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2.3K Messages

Hello cswfkarlas. I am truly sorry to hear that you are experience this dvr issue and we want to help. Please feel free to send an email with your full name, address, and a brief description of this concern to cox.help@cox.com 

5 months ago

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HateCA

New Contributor

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3 Messages

5 months ago

This is a common issue.  Have replaced the little control box several times.  Works for awhile then the problem returns.  What's funny, if you play the recordings back on the contour app through the phone computer or tablet there is no problem.  So this leads me to think it has to do with their cable box hardware.

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Allan

Moderator

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2.3K Messages

Hello. I can certainly understand your concern with dvr issues. Please feel free to send an email with your full name, address, and a brief description of this concern to cox.help@cox.com 

5 months ago

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oldustyballs

New Contributor

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1 Message

5 months ago

Thank God I'm not the only one this has been driving me nuts for months!  Constant freezing or dropping of sound on anything I DVR. Cox fix your cable boxes!

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