New Contributor
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24 Messages
TV Service Interruption
We have had the TV package using the Contour box for five years now. We have had issues with TV channel reception for over a year. When watching a TV channel (not streaming service) the picture will often freeze for a second, than reset. Or the sound will go out, the screen freezes, and then either resets of goes black. I've tried to fix the issue by doing a hard reset for the box and the modem. No change.
We've had tech support over the phone and in person several times. The last was two days ago. The tech said that there was nothing wrong with the signal coming into the house nor signal going to the Contour box. I told him that all our other connected devices work perfectly. He said his only option is the replace the Contour box. I told him I had just replaced it in mid November.
He replaced the Contour box with another out of the box. After he left, a few hours later the problem showed up again.
It's really frustrating. We pay good money for the TV service and yet connect receive consistently good TV service. If there was another option in our area for TV service, I'd seriously consider changing.
Anyone else have a problem like this? Any moderator have any suggestions that the phone and in person Cox techs haven't tried?
JulianN
Moderator
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326 Messages
2 months ago
Hello, I am very sorry you’ve not had the best experience with Cox. I understand how important communication and reliable service is. We value your business, and we would be happy to help. Please email us your “full” name, “complete” address, and a copy of your post to Cox.Help@cox.com for further assistance. Thank you!
-Julian
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pauldtaylor73
New Contributor
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24 Messages
2 months ago
An interesting development. Cox sent a tech out to our home yesterday. The tech had some surprising information. First he stated that Cox was having reception issues with the three major networks, causing the issues that I was having. He stated there was nothing he could do to assist me. Second, he stated that there was a major issue with the grounding cable from my Energy New Orleans electric company. He said I needed to contact them and tell them that there was a voltage issue that could result in our house catching fire. I contacted Entergy. They sent a worker out to check it out and said there was nothing wrong. And that the Cox tech should not have told me about an issue that he had no professional training or experience working with.
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monnea
New Contributor II
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9 Messages
2 months ago
I have the same issue with my TV service from Cox. This, plus the weekly service outages have caused my search for replacement services. I pay close to $300 a month for inconsistent service. Not worth it.
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