nbrennan
join:2006-10-12
Washington, DC
| [CATV] RCN HDTV problems in Washington DC - 20015 We have used RCN bundled service for several years with no problems but in the last 6 months the quality of both internet and cable TV service has deteriorated dramatically. The biggest problem is with the cable TV service – our HD reception is getting worse and worse, and it used to be perfect. There is constant pixellation on some of the HD channels, esp ABC/NBC/FOX and when the picture pixelates the sound also goes.
Since the upgrade to the new TV guide system the problems have become even worse. Aside from the fact that the new interface is horrible and I can’t stand the multiple second gap it takes for a menu screen to pop up there are other, more serious problems. Now the sound completely cuts out on all (HD and SD) channels several times an hour and won’t return until you change channels. Additionally, the cable box/DVR seems to have become significantly more unstable since the new TV guide. It is basically impossible to watch a recorded program while another program is being recorded – the box just freezes and the screen goes blank.
We have spent hours on the phone with tech support and our box has been refreshed numerous times. Its also not an isolated problem with our house. Our neighbors are having similar problems.
Is anyone else having these problems? I’m pretty desperate and ready to switch back to Comcast.
Thanks | |
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 saukko44
join:2006-10-11
Washington, DC
| Re: [CATV] RCN HDTV problems in Washington DC - 20015 Also DC area
Dont have HDTV, but an having same problems on SD channels since software upgrade- sound drops and have to change channels to restore it, picture freezes when a recording starts or stops, cant watch a recording on one channel while recording on another. Resetting box does not help.
I get the sense from forums that VOD problems may have
prompted switch to passport echo, but their software
seems to be not DVR friendly. | |
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| | saukko44
join:2006-10-11
Washington, DC | Re: [CATV] RCN HDTV problems in Washington DC - 20015 Allright then,no worries btw that thread seems to be about VOD problems, not what we're describing here | |
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alanisrox69
join:2005-03-29
LHV, PA
 ·RCN CABLE
| The sound issue exists when there is a glitch on the channel.
I forgot to mention this in my original "Passport" tips post...
What I usually do to resolve it is press Pause on the channel I'm watching. Then press Swap to go to the other tuner. Sound will come on for that channel, press Swap to go back to the "Paused" program. And then press Play to resume, sound is restored.
This usually only affects the analog RCA outs and not the SPDIF or Optical outputs.
-Derek- | |
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NW-DC
@rcn.com
| Re: [CATV] RCN HDTV problems in Washington DC - 20015 >>> This usually only affects the analog RCA outs and not the SPDIF or Optical outputs.
We do not use the analog outs at all. Only the SPDIF and TOSLINK digital outputs on the DCT-6412 and the audio muting problem is there as well. When this started (right after the guide upgrades) I was thinking that I MAY have had a problem with one of the coaxial or optical cables. That was not the case because the analog RCA outs were doing the same thing. Also have cable card the audio mutes there as well. | |
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NW-DC
@rcn.com
| Thank GOSH I am not the only one having this problem! I too am in 20015. I tried to explain this to the RCN support folks and they said it MUST be customer side and not plant side and offered to book a truck roll. The HD channels worked PERFECTLY before the guide upgrade. Besides the increase in pixelations, the audio muting issue is REALLY annoying. When the HD carrier unlocks because of the pixelation, the audio sometimes (more often than not) will NOT return. Changing away from and back to that channel will restore the audio. I also have a cable card and although it too is experiencing increased pixelation and audio muting, the audio at least comes back without having to switch away and back.
And my DCT-2224 is STILL DEAD. Jason and support have sent MANY updates to that unit but still no pic or audio. Guide is fine. I have concluded the box probably died coincidental to the upgrade. The DCT-6412 is running just fine except for the problems noted above.
I also have 20 MB internet and that is AOK. | |
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| nbrennan
join:2006-10-12
Washington, DC | Re: [CATV] RCN HDTV problems in Washington DC - 20015
great - I'm not the only one!! And our neighbors are having similar problems so clearly its a neighborhood not an individual issue......hopefully some of the RCN folks who contribute to the forum can help get us to a resolution | |
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| nbrennan
join:2006-10-12
Washington, DC | just out of curiosity, have these problems improved for anyone? Without a service call the picture quality has improved dramatically? | |
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pmp888
@rcn.com | Re: [CATV] RCN HDTV problems in Washington DC - 20015 No - If anything, the problems have gotten worse over the past couple weeks. The problems with breakup (blockiness in video and no audio) seem separate from the audio cutouts. The audio cutouts definitely seem to be coming more frequently now. | |
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| | | nbrennan
join:2006-10-12
Washington, DC
| Re: [CATV] RCN HDTV problems in Washington DC - 20015 yeah, I spoke too soon - thursday night featured pixellation and sound cut outs again
one thing I am wondering is if it is related to the DVR - it seems to worsen if we are recording one channle while watching another - almost as if the DVR is overheating or something | |
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NW-DC
@rcn.com
| Re: [CATV] RCN HDTV problems in Washington DC - 20015 one thing I am wondering is if it is related to the DVR - it seems to worsen if we are recording one channle while watching another - almost as if the DVR is overheating or something
Yeah, the pixelation was pretty bad last night in NW-DC. That and the audio muting issue. It SEEMED to be better a few days last week. I use the HDMI output on a 6412. That and the DVR and any background tasks running on the 6412 it makes me almost wonder if the new software is hogging too much CPU to do all the features simultaneously. | |
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rcnman
Jason Nealis
Premium,VIP
join:2003-05-02
Herndon, VA
| said by nbrennan  :yeah, I spoke too soon - thursday night featured pixellation and sound cut outs again one thing I am wondering is if it is related to the DVR - it seems to worsen if we are recording one channle while watching another - almost as if the DVR is overheating or something Sorry I must have missed this thread, Can you post your GI# please. It's on the bottom of the box..
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Jason Nealis, Director, Operations RCN | |
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| | | | | nbrennan
join:2006-10-12
Washington, DC
| Re: [CATV] RCN HDTV problems in Washington DC - 20015 said by rcnman :said by nbrennan : Sorry I must have missed this thread, Can you post your GI# please. It's on the bottom of the box.. Thanks Jason - I really appreciate your help
I found an MI code
MI0622TCE191
Just out of curiosity is this the same as refreshing the box? The folks on the phone have done this several times to no avail... | |
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rcnman
Jason Nealis
Premium,VIP
join:2003-05-02
Herndon, VA
| Re: [CATV] RCN HDTV problems in Washington DC - 20015 said by nbrennan :said by rcnman :said by nbrennan : Sorry I must have missed this thread, Can you post your GI# please. It's on the bottom of the box.. Thanks Jason - I really appreciate your help I found an MI code MI0622TCE191 Just out of curiosity is this the same as refreshing the box? The folks on the phone have done this several times to no avail... This will be a much harsher reset, more like a factory default hit to try and get it to correct itself. We are having MTC right now on the interface that does this so I will be unable to send the hit till around 3AM or so. So please leave the box on throughout the night tonight, When you wake up you should see it off. Turn it on and give it about 10 minutes to load the firmware and code.
Let me know if it corrects the issues. If not we will have to rely on that Thursday truck roll.
-Jason
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Jason Nealis, Director, Operations RCN | |
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rcnman
Jason Nealis
Premium,VIP
join:2003-05-02
Herndon, VA
| Re: [CATV] RCN HDTV problems in Washington DC - 20015 said by rcnman :This will be a much harsher reset, more like a factory default hit to try and get it to correct itself. We are having MTC right now on the interface that does this so I will be unable to send the hit till around 3AM or so. So please leave the box on throughout the night tonight, When you wake up you should see it off. Turn it on and give it about 10 minutes to load the firmware and code. Let me know if it corrects the issues. If not we will have to rely on that Thursday truck roll. -Jason Sadly, The hit I sent failed. This means something is wrong with either the network to your box or the network to your street. My system tells me your box did not receive the command 
I'm going to add a note to the account for the tech that is coming to your house to check the off the node for your street. (I believe you said other people on your street are having similar issues?)
-jason
--
Jason Nealis,
Director, Operations
RCN | |
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| | | | | | | | nbrennan
join:2006-10-12
Washington, DC
| Re: [CATV] RCN HDTV problems in Washington DC - 20015 thank you jason - yes, please inform the tech
I am not surprised that you think it my be from teh network to the street - the cable going from the telephone pole to our house fell earlier this year and even though RCN came right out to replace I think it may be related to some of the probs we are having
yes, at least 2 other neighbors are having the same prob and as you can see from this thread others in upper NWDC
thanks again for your help | |
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| | | | | | | | | nbrennan
join:2006-10-12
Washington, DC
| Re: [CATV] RCN HDTV problems in Washington DC - 20015 the tech came today - unfortunately I had to be at work so I'm not quite sure exactly what transpired....
she replaced the box but did not look at the line outside the house - she said another unit had to do that
generally things are better but not perfect, tonight, things seem reasonably well piciture wise....not a lot of pixelation but we are still suffering from occasional audio dropouts that can only be fixed by changing the channel
I will monitor over the next few days and see if things get better/worse | |
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alanisrox69
join:2005-03-29
LHV, PA
·RCN CABLE
| I actually haven't had a problem with the audio muting...
It sounds like your signal level is low causing the breakups. Try securing all connections, using a short cable run to the HD DVR. Also, remove those stupid silver "barrel" things from all connections. They cause the signal level to drop at least 2-3db, and may introduce interference. It may take pliers to remove them as they are usually screwed on super tight.
-Derek-
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CHECK YOUR FSLC TAXES!!! | |
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| topcatvtech
join:2005-07-20
Chicago, IL | Re: [CATV] RCN HDTV problems in Washington DC - 20015 barrels do not have 2-3db loss. less than 0.2db installed properly | |
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alanisrox69
join:2005-03-29
LHV, PA
·RCN CABLE
| I took mine off and instantly got +2dB difference on the HD channels. You check the dB level in the service meny on the Moto 6412's.
Anyways, why install something that is completely useless for the customer and it's just "another" device the cable has to pass through before hitting your box.
-Derek-
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CHECK YOUR FSLC TAXES!!! | |
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alanisrox69
join:2005-03-29
LHV, PA
·RCN CABLE
| Are the breakups on all HD channels or just certain ones?
Back in September, in my area, the WTXF FOX out of Philly was having their OTA signal interrupted by interference. I talked to their engineer and he wasn't aware of the issue, but once I spotted it out, he got it fixed within a week.
But if it's all the HD channels, then I'm betting you guys are having seperate issues at the head-end. Or perhaps if it's just a few HD channels, it could be ones grouped into the same QAM frequency.
-Derek-
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CHECK YOUR FSLC TAXES!!! | |
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pmp888
@rcn.com
| Re: [CATV] RCN HDTV problems in Washington DC - 20015 I can't day if it's on every single HD channel, but it's definitely occurring on multiple HD channels (5 at least).
I need to check to see if the blockiness occurs on non-HD channels as well. I know that the audio cut-outs definitely occur on non-HD channels as well as HD ones. Over the past two weeks, I've checked all the wiring, and reduced cable length as much as possible. The signal strength on the box (a Moto 6416 DVR box with the Passport software) indicates that it's in the "fair" range. Occasionally it indicates "good" SNR. That's as good as it gets (even connected via a short cable directly to the box on the side of the house, which I did as an experiment). | |
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artjohn
join:2000-11-17
Chevy Chase, MD
| Add another one in 20815 area noticing random pixellation and dropped sound.
This is on our 6416 DVR; the display is connected with HDMI; Optical sound out to the receiver.
Also, for the first time, we are noticing sound drop outs on replay of recorded program; pause, then "rewind" and the problem temporarily disappears, only to reappear again.
We couldn't hear Betty, but she is even uglier with the added pixellation!  | |
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| nbrennan
join:2006-10-12
Washington, DC
| Re: [CATV] RCN HDTV problems in Washington DC - 20015 things going from bad to worse - sunday and today the cable box is basically inoperable - sunday it would crash every 5 minutes, today it gets stuck on some generic passport page
level III tech allegedly coming thursday - I will print out this thread for him | |
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rcnman
Jason Nealis
Premium,VIP
join:2003-05-02
Herndon, VA
| Re: [CATV] RCN HDTV problems in Washington DC - 20015 said by nbrennan :things going from bad to worse - sunday and today the cable box is basically inoperable - sunday it would crash every 5 minutes, today it gets stuck on some generic passport page level III tech allegedly coming thursday - I will print out this thread for him When it would get stuck, would it freeze then reboot?
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Jason Nealis, Director, Operations RCN | |
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| | | nbrennan
join:2006-10-12
Washington, DC
| Re: [CATV] RCN HDTV problems in Washington DC - 20015 said by rcnman :said by nbrennan :things going from bad to worse - sunday and today the cable box is basically inoperable - sunday it would crash every 5 minutes, today it gets stuck on some generic passport page level III tech allegedly coming thursday - I will print out this thread for him When it would get stuck, would it freeze then reboot? yes, and its doing it tonight as well - we gave up and watched a DVD but the box has been cycling on and off merrily all night long - I will look for the number and post it - thanks | |
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