Reviews:
 ·Time Warner Cable
| Constant freezing, Pixels & sound issues. Hey smart people of the forum looking for some advice.
The last two years Ive have been ironing out many cable issues with TWC and have had my house completely rewired & my underground drop replaced a handful of times. that solved my problems i was having with Digital phone & Web.. but i still cant shake video issues.
Constant freezing, Loss of audio & Pixel's. unplugging and rebooting the box has become involuntary. Now i find my self starting to use the field tools and doing factory resets which really doesn't help but im desperate.
What could help me out here if anything? would a high quality amplifier help my situation? According to every tech my signals are good but two techs have suggested it?
my connections consist of 1 Samsung DVR. 1 DTA. 1 Arris digital phone modem. 1 Motorola surfboard. 1 unused cable connection for an office.
Ive read conflicting opinions about amplifiers creating noise that interferes with the internet modem. |
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 JabbuPremium
join:2002-03-06 | Uh a tech saying your signals are good, and a tech suggesting a amplifier are contradicting.
If you are in the field tools, are you able to view the QAM status on the box?
You want to avoid amplifying the two modems you have, so your config would be drop -> 3way (2 modems) -> amp -> 2 or 3way for TVs.
Sounds like ingress or noise, if a few techs have missed something. Have you had the box swapped? |
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| Ive had so many calls out my home ive seen some good tech's and bad tech's.
Yes the box has been swapped a few times, i have the Samsung box now.
Im not able to look at the box at the moment but i will check tomorrow if i can view the qam status.
My issues keep getting pushed off the to the line department because everyone runs out of things to check & unfortunately all my neighbors who im close enough with to ask if they are having similar issues either just have digital phone or no cable at all so i have no way of telling if its just me or really a problem with the trunk.
House has also been rewired with all new RG6 & grounded, By twc.
Thank you for your reply and setup advice! |
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| said by Keefer :Ive had so many calls out my home ive seen some good tech's and bad tech's.
Yes the box has been swapped a few times, i have the Samsung box now.
Im not able to look at the box at the moment but i will check tomorrow if i can view the qam status.
My issues keep getting pushed off the to the line department because everyone runs out of things to check & unfortunately all my neighbors who im close enough with to ask if they are having similar issues either just have digital phone or no cable at all so i have no way of telling if its just me or really a problem with the trunk.
House has also been rewired with all new RG6 & grounded, By twc.
Thank you for your reply and setup advice!
It sounds like noise interference outside the home is causing this issue, that the techs have yet been able to pinpoint. A few questions:
1.) In the times you have had the box swapped out, how soon do the issues start up again? How soon after a cold reboot of the box?
2.) Does the problem occur on some channels more than others? If yes, what would be the top 5-10 worst channels on which it occurs?
3.) When the problem occurs, are their channels on which the issue NEVER occurs. (When it is happening on other stations?)
4.) Are their times during the day or night where the problem happens during a specific time of the day or night? Does the problem ever correct itself? Or do you have to reboot and than the cycle starts up again?
5.) Assuming you have HDMI or Component Cable. When was the last time the cables to the back of the box or TV were replaced? There might be one old cable causing the problem to the back of box or TV causing the issue.
6.) When you had the rewiring done, do you remember specifically what was done to the inside wiring or the drop-lines?
7.) Have you ever had a signal amplifier put in before? Or is this something new the techs want to try?
Satch |
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Reviews:
·Time Warner Cable
| reply to Keefer21
Thanks for your reply satch.
1. The issues start almost immediately, But of course not when the tech's were here.
2. The issues are on all channels, there is no worst channel. you change the channel and the next channel is blank, frozen, No sound or pixels. The only difference is HD channels when the issues are happening will just stop working and the " Such channel HD is unavailable" message will be there.
3. Yes, it seems every channel is bad.
4. The problem seems to be 80% of the time from 5pm untill 9am. The issues never corrects itself it usually gets worse and worse until i reboot. and then sometimes its bearable for a few hours or its just as bad.
5. I have tried both connections with no difference. Currently on both tv's with the issues im using YPBPR connections. very heavy duty premium cables.
6. All the rewiring inside the house consisted of new everything & a new dedicated grounding point.
As far as the drop goes.. The drop from house to pole was replaced twice.. Twice it was left unburied until a supervisor was onsite to inspect. now the trunk and tap is on the other side of the street so there is a drop wire that goes from the pole on my side of the street in my front yard across the street over to the trunk & tap side. That
aerial cable was also replaced which solved my constant syncing issues with my modems.
7. I have never used an amplifier, It was an idea from two tech's working at my house when it was rewired.. but i just cant see how it would help but ill try voodoo at this point. At my previous house i had 4 tv,s and 2 modems and never had a single issue. This house i only have 2 tv's and 2 modems?
The previous issues i was having with the syncing modems i had a separate dedicated electric circuit & filtered power outlet installed just for the modem's to cut down on AC noise so im doubtful the noise if thats what it is, is coming from the modem's
I have noticed a little time warner pickup truck stopping at poles but not getting out twice. i was hoping it was a line person but they never get out of the truck. |
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1 edit | Keefer,
What I think you should do is, open up a Support Ticket by providing your name, address, Phone number, and account information at the TWC Direct to Tech forum. Say you have been through box swaps, line drops replacements, and have had many techs out to your house who have replaced things without success. The pixiating and freezing has never gone away after multiple visits. Mention that this has been going on for almost two years!
Mention that your Internet and Phone now work well. However, what you should do is provide the OUTSTANDING answers to the questions that I just asked you at the Direct to Tech forum! (Copy and Paste those answers when you do your first post at the TWC Direct Forum!) Also mention that you would like to have Signal Monitoring set up for your boxes. You can communicate with them until this gets resolved: (Each of you will have on-going communications in a Private Forum.) The forum is here:
» Time Warner Cable Direct
Good Luck!
Satch |
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JabbuPremium
join:2002-03-06 | reply to Keefer21
Setup a tech visit every other night, between 5-9pm. If it is happening when the tech precalls, allow him over, if it is not happening, as him to reschedule it to the next day.
You could have a neighbor watching a junk TV between those hours backfeeding noise. You need a tech, on site, while it is happening. |
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| said by Jabbu:Setup a tech visit every other night, between 5-9pm. If it is happening when the tech precalls, allow him over, if it is not happening, as him to reschedule it to the next day.
You could have a neighbor watching a junk TV between those hours backfeeding noise. You need a tech, on site, while it is happening.
I agree! This will help!
Satch |
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Reviews:
·Time Warner Cable
| reply to Keefer21
Thanks for the advice guys  was actually able to get a number from a friend today at a holiday dinner for a corporate fat cat that im told will make sure my problem is resolved. Im gonna start there and see where that takes me.
Hope everyone had a fantastic Easter! Ill be sure to post back and let you guys know what happens. stay tuned. LOL |
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| If you dont have any modem or phone issues and just cable box issues I highly doubt its "noise issues". I have a feeling you have low signal coming to the box if some channels are blank/black. Or the hub your fed by is not balancing the QAMs properly one is much higher than the other. Could be someone a tap or an amp is loose on the outside plant and eother cell phone or radio signals are bleeding in just enough to distort certain QAMS. Techs should know this all they have to do is find the frequency channel you watch and they can check that certain signal frequency to make sure its clean or monitor it for a few minutes.
Goodluck. |
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| reply to Keefer21
said by Keefer21:Thanks for the advice guys was actually able to get a number from a friend today at a holiday dinner for a corporate fat cat that im told will make sure my problem is resolved. Im gonna start there and see where that takes me.
Hope everyone had a fantastic Easter! Ill be sure to post back and let you guys know what happens. stay tuned. LOL
Just don't forget to schedule the service call in the evening when the issues are bad like you said so the tech can see what is happening first hand.
Satch |
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Reviews:
·Time Warner Cable
| reply to Keefer21
Just an update for everyone...
My line was being monitored and the issue cropped up every time.
The problem was narrowed down to the trunk... DUH.
but the new information is the line people are aware and something is scheduled to be done. I was unaware that a neighbor had a broken neutral line which grounded through they're cable line to the pole a few months back when my issues started so its safe to say the tap or amplifier is suffering from that in some form.
The wheels of time warner line department move slowly im told so i was offered a promotional package for a year on my video & internet service. |
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| said by Keefer21:Just an update for everyone...
My line was being monitored and the issue cropped up every time.
The problem was narrowed down to the trunk... DUH.
but the new information is the line people are aware and something is scheduled to be done. I was unaware that a neighbor had a broken neutral line which grounded through they're cable line to the pole a few months back when my issues started so its safe to say the tap or amplifier is suffering from that in some form.
The wheels of time warner line department move slowly im told so i was offered a promotional package for a year on my video & internet service.
At least they know about it and you got a year promo, so that's good! Let us know as improvements happen.
Satch |
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