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CUTiger78

New Contributor III

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29 Messages

Saturday, December 30th, 2023

Closed

On Demand Movies Freeze

Just started happening on my Contour 6 boxes. I'll be watching a movie and it will stop after a few minutes. That period changes - it could be 15 minutes, it could be 5. The movie looks like it fades to black, like it could be a scene change or going into a commercial break. If I go to a different On Demand video, it will run for a while, then do the same freeze. I can go back to the first video & it'll resume for a few minutes, then freeze again. This has been going on for a week now. Any ideas?

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2 years ago

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CurtB

Honored Contributor

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2K Messages

2 years ago

Does this only occur when recording 6 programs?  On Demand uses one of the available channels.  Otherwise, the fact that On Demand works at all would indicate you have a signal issue.  Contact cox.help@cox.com and include your full name, the service address and a link to this discussion.

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CUTiger78

New Contributor III

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29 Messages

It happens when nothing is being recorded.
What do you mean "the fact that On Demand works at all would indicate you have a signal issue."  Seems like if On Demand DIDN'T work at all would indicate a signal issue.
You think sending Cox an e-mail is better that calling them on the phone?

2 years ago

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Becky

Moderator

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4.3K Messages

Hi CUTiger78, I want you to have access to all your favorite On Demand content. I agree with Curt; we need to investigate further and resolve any signal issues. Please email my team at Cox.Help@cox.com. I'm sure we can get this resolved for you!

2 years ago

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CUTiger78

New Contributor III

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29 Messages

OK. Your team doesn't read the forum?

2 years ago

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Becky

Moderator

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4.3K Messages

Hi CUTiger78, we need your address so we can troubleshoot the issue remotely. We may need to set up a service call to get this resolved for you. These steps are better accomplished outside of a public forum. 

2 years ago

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CUTiger78

New Contributor III

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29 Messages

Done. Check your e-mail.

2 years ago

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WiderMouthOpen

Esteemed Contributor III

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3.5K Messages

2 years ago

If you don't get anywhere with the email, try posting pictures of your boxes diagnostic. See here on how to access them. I would be curious what the QAM and DOCSIS status say.

 

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CUTiger78

New Contributor III

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29 Messages

That link is to an 11-year-old post and it is a little hard to follow.
Do I get into the network report by pressing & holding the front power button, then pressing it again?

2 years ago

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WiderMouthOpen

Esteemed Contributor III

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3.5K Messages

The post said "hold down the front power button until the power light blinks, then let it go and hit it one more time," so yes, that sounds about right. Sorry for the old post but that is the only one I could find on Cox forum. Pretty sure that is when the Contour 6 boxes came out. I don't think anything have changed by way of accessing the diagnostic but I am not sure.

What my question is does OnDemand use older OOB for upstream or DOCSIS? Anyone know? My knowledge is out of date as I haven't used Cox cable since the DCX3200 series. Apologies if I took the post off track.

2 years ago

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scotty_pcfs

New Contributor

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3 Messages

2 years ago

Happens all the time. Nothing being recorded. Happens on dvr playback and ondemand. Techs never able to fix, just replace cable box “that will fix it” (never fixes) call center can never reach boxes on their end. $300/month for service that is 100% unreliable.

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