Comfrtbly
join:1999-08-31
Peterborough, ON
 ·Cogeco Cable
| reply to Comfrtbly
Re: [Burlington] Random sound disruptions with HD channels
Since May 14th, we have had 3 service calls to have this issue fixed. Each service call was with a different tech. 2 out of 3 had never heard of the problem. They have told us they fixed/changed every connection inside and out, and replaced my 6416. Yet I am still having sound dropouts on HD and SD channels. I have had enough of this bullsh!t. I expect this to be fixed around the same time they put men on Mars.
Currently looking at changing to Bell TV, Bell Phone, and Teksavvy for internet. |
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Hamilton1
join:2007-10-28
Hamilton, ON
| If you read through the thread you will see some of the Cogeco employee's refer to the problem being at the source which is out of there control (oh the source is Rogers) and they say they can't do anything to fix the problem they need to wait for Rogers to fix it first.
Well I haven't seen Krispy post on this issue in quite sometime and it would appear Cogeco has nothing else to say on the matter as none of the other employee's are posting about it either so It looks like we as the customer are basically screwed.
I've already had a crappy day so I think I'll wait a few days till I call Cogeco and see if any of them have some type of an update. |
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Krispy
Premium,VIP
join:2001-12-11
the stix
| said by Hamilton1  :Well I haven't seen Krispy post on this issue in quite sometime and it would appear Cogeco has nothing else to say on the matter as none of the other employee's are posting about it either so It looks like we as the customer are basically screwed. Sorry, I've been busy and CATV stuff isn't my forte so falls down the priority list. That said I've been working with the folks that are responsible to create a short list of questions for those affected to answer so we can try and figure out who's having RF issues and who's having non-RF issues so we can figure this out. Hopefully I'll get time today to finalize that.
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you can lead a horse to the water but you cannot make him drink...you can put a man through school but you cannot make him think --ben harper
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Comfrtbly
join:1999-08-31
Peterborough, ON | reply to AMailer
Cancelled my Cogeco service today. Goodbye to their horrid customer service, shitty tech support, and ridiculous price increases. |
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MrPink
join:2003-08-15
Peterborough, ON
| reply to AMailer
had a service call last week. no issues found with hardware.
watching oceans 13 this morning. picture froze and no sound for ~30secs. when picture and sound came back all was fine for a minute or two then picture would stutter and sound would drop out. this was on the HD channel; with dolby digital.
regardless if this is a cogeco or feeder issue when can we expect this to be corrected. i am considering calling and asking cogeco to reduce/rebate my account.
it's a problem and needs correction, now.
this has been going on too long.... |
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casscarr2002
Waterdown
join:2003-11-14
L0R 2H8
| way too long......... I won't mention almost 4 years.....again.
I went the rebate route a few years ago, I guess I had more funds back then and didn't put up enough fight as I got nowhere.
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Rampage Formula/Xeon Quad X3360 @ 4.14Ghz/8GB GSKill /8800UltraExtreme/Coolit Freezone Elite Water/TEC Cooler/TT Armor/Antec Quattro 1000/5.6TB |
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Comfrtbly
join:1999-08-31
Peterborough, ON
·Cogeco Cable
1 edit | reply to MrPink
said by MrPink :i am considering calling and asking cogeco to reduce/rebate my account. LOL good luck with that. I was credited with my HD access fee, and nothing else. |
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Krispy
Premium,VIP
join:2001-12-11
the stix
| reply to AMailer
Ok, apologies for the delay but I didn't find the time on the 26th to post and then I was on vacation.
So basically the deal is that the aforementioned 'fix' mentioned way way back in this thread obviously didn't resolve all the issues with the situation so we're still aware of a source issue and working on collecting data and information to provide to our supplier, that said this is not an easy problem to document and resolve so unfortunately I have no ETA on a resolution right now. This issue remains a high priority to resolve and the priority is consistently rising as time goes on...I know that does nothing for those frustrated by the audio dropouts (me included) but figured I'd give you some details in case you were wondering.
I had a conversation with the person responsible for troubleshooting this issue today, he's extremely keen on resolving this issue is the best summary I can give so I can at least promise you this isn't an issue falling on deaf ears. It seems he's now getting the data he requires to identify source issues so we don't need specific answers from you guys anymore ergo I won't be posting a list of questions.
The issue at hand now is that we have some customers impacted by the known source issues and some customers experiencing RF/signal issues that are replicating and/or compounding source issues so we need to try and figure out who's impacted by source issues only and who's having RF/signal issues -- if it's source only then sending a tech to your home will do nothing however if it's RF/signal related then sending a tech may indeed resolve most, if not all, of your issues. To that end he's suggested the following to try and help sort out source from RF/signal issues,
quote:
People experiencing audio drops on HD channels should watch DiscoveryHD channel for an hour whenever they can, if they experience more then one audio drop per hour there's a good chance the issue is RF/signal related or it's adding to the source issue so we'd probably need to send someone out. If you're only experiencing one audio drop per hour on average odds are the issue you're experiencing is related to the source issue so sending out a tech will be rather pointless.
While this step doesn't solve the source issues it might help out a few of you who might be unnecessarily suffering so we figure it's worth mentioning. Also note that, to my knowledge, this isn't a standard process/question for official support if you call in so calling in and telling them how many drops on DiscoveryHD you get per hour may lead to confusion - they have their troubleshooting steps for this, I'm just not sure if this is one of them but we're working on that angle too but right now I just wanted to get some info out to you guys.
So that's my update, I'm not sure what you guys want to do with this info - do you want to post results at all? Do you want to post the results in this thread or a new thread? I figure I'll leave that up to you although I will say that posting info does help as various folks working on this are reading the posts so it might help them gauge impact or get some additional info. I'm also open to helping folks get help if it appears to be a RF/signal issue but, again, TV stuff isn't my forte.
Lastly this post/thread is about HD channels but we're interested if any of you are having audio dropout issues with SD channels...if so we'd appreciate if you can start a new thread (so we don't hijack the HD thread) detailing your issues.
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you can lead a horse to the water but you cannot make him drink...you can put a man through school but you cannot make him think --ben harper
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Last Parade
One of the Brightest Stars
join:2002-10-07
Port Colborne, ON
| reply to David_T
said by David_T :Just look south of the border, they're running on top notch FTTH networks with premium service and about 10X the amount of HD content we have here (literally), all for a fraction of the cost. they also have 10X the amount of people. |
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chdude3
join:2003-07-29
Oakville, ON
·Cogeco Cable
 ·Cogeco Voip
| reply to Krispy
said by Krispy :eople experiencing audio drops on HD channels should watch DiscoveryHD channel for an hour whenever they can That's great, but I don't plan on paying ANOTHER $6 per month just to get DiscoveryHD to help troubleshoot problems with HD channels I'm ALREADY having problems with...  |
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Krispy
Premium,VIP
join:2001-12-11
the stix
| said by chdude3 :That's great, but I don't plan on paying ANOTHER $6 per month just to get DiscoveryHD to help troubleshoot problems with HD channels I'm ALREADY having problems with... Like I said I know little about cable TV and I know even less about packages or billing so I'll ask if there's another HD channel that he'd recommend, I believe he just mentioned DiscoveryHD as that's a channel he's already benchmarked.
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you can lead a horse to the water but you cannot make him drink...you can put a man through school but you cannot make him think --ben harper
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leaky
Premium
join:2004-02-10
niagara | Watched Discovery HD last night and the sound drop outs were constant ,about 8 in the hour. |
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Krispy
Premium,VIP
join:2001-12-11
the stix
| said by leaky :Watched Discovery HD last night and the sound drop outs were constant ,about 8 in the hour. From what I've been told that could well mean you have RF/signal issues - if you have internet service as well could you PM me your cable modem mac so I can take a look at your RF.
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you can lead a horse to the water but you cannot make him drink...you can put a man through school but you cannot make him think --ben harper
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Krispy
Premium,VIP
join:2001-12-11
the stix
| reply to Krispy
said by Krispy :said by chdude3 :That's great, but I don't plan on paying ANOTHER $6 per month just to get DiscoveryHD to help troubleshoot problems with HD channels I'm ALREADY having problems with... Like I said I know little about cable TV and I know even less about packages or billing so I'll ask if there's another HD channel that he'd recommend, I believe he just mentioned DiscoveryHD as that's a channel he's already benchmarked. Ok spoke to the person that's more knowledgeable then I about this stuff and he said in addition to watching DiscoveryHD for an hour and monitoring for more then one audio drop per hour you could use, "HD CBS Detroit or ABC Detroit"
leaky I'll be touch soon but seems your issues are definitely RF related and it's more an area issue so not something a tech at your house could resolve so we're working on that and I will PM you shortly when I have further info.
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you can lead a horse to the water but you cannot make him drink...you can put a man through school but you cannot make him think --ben harper
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chdude3
join:2003-07-29
Oakville, ON | reply to AMailer
Thanks Krispy, I'll look into it. |
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Phorkster
Premium
join:2004-06-27
Windsor, ON | reply to AMailer
Had this post in the back of my mind today as I was watching FoxHD Detroit and National GeographicHD. Sound disruptions and video freezing and stuttering. |
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Krispy
Premium,VIP
join:2001-12-11
the stix
| said by Phorkster :Had this post in the back of my mind today as I was watching FoxHD Detroit and National GeographicHD. Sound disruptions and video freezing and stuttering. Was it just yesterday or have you kinda benchmarked and you're getting more then one of those per hour? If you've already benchmarked it PM me your cable modem mac and I'll take a look at RF.
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you can lead a horse to the water but you cannot make him drink...you can put a man through school but you cannot make him think --ben harper
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Phorkster
Premium
join:2004-06-27
Windsor, ON | I haven't really done a benchmark per se as of yet.. I rarely watch TV. But when I do it ALWAYS stutters, either video or sound. |
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jeisenberg
New Year's Eve
join:2001-07-06
Windsor, ON
·Cogeco Cable
·Cogeco Voip
| reply to Phorkster
said by Phorkster :Had this post in the back of my mind today as I was watching FoxHD Detroit and National GeographicHD. Sound disruptions and video freezing and stuttering. I can't speak to National Geographic, but for me (and as documented in other threads), FoxHD has always been a source of the worst picture/sound problems on HD. |
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JVRudnick
join:2004-01-12
Waterdown, ON | reply to AMailer
So....answer is?
IE is there a timeline for this as yet? or just "we're still looking into it..."
Cause it still happens DAILY for us here....
:-(
Jim |
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