TV

[Orange]

Just when we get one problem sorted out, another one hits.... Last night, for the first time in over a month, we had almost perfectly functioning cable tv!  Then all day today, all channels (HD and SD) on our HDPVR have been stuttering every 5-10 seconds, the screen freezes and pixelates for 1-2 seconds, then plays again for 5-10 second, then freezes...  On Demand is finally working, so now it is the only thing watchable on our Rogers cable.  I don't know if this is related to the horrible problems caused by the switch from Scarlett Rd. PHUB to Dupont, or if this is a new problem altogether.  The HDPVR is an 8300 which I just picked up last night.  Our previous box was an 8642, which seemed to be causing another problem. I have a cordless phone about 10 feet from the box, but unplugging and moving it away didn't help, and of course I have re-booted the box at least 10 times today and it hasn't helped.  The SD box for our other tv isn't experiencing this.This is so annoying.  I will take this box and exchange it tomorrow (my third trip to change boxes), and hope it solves the problem.  I am really sick of having to set aside time for service techs to visit.

Is anyone else having this problem, particularly if you are on the Dupont PHUB?

I just can't believe this.  We have had problems every single day since Sept. 27.  I have placed countless calls to tech support, escalated it to a manager, had service techs in my home for hours on end, and still I can't watch what I pay for!! 

[Chris]

@Orange I had a similar problem during the Olympics in Ottawa.. I tried 2 pvr's plugged in all my outlets and directly where the cable came into the house.. It was un watchable..

The problem ended up being outside of my house and down the street.. The only way I got it sorted was to have a rogers tech come over and test everything and then test outside the house. Then he opened a ticket with the infrastructure people and they replaced a broken repeater down the road...

I hope this helps..

[Orange]

Thanks Chris, I believe you are correct, and it was something on the network outside the house, because today the problem seems to be resolved.  I'm glad I didn't have to make another trip to exchange boxes, and also glad I refused the service call Rogers wanted to send out to my house- I told them I was sick and tired of having to schedule service appts. for techs to come out and half the time not be able to solve the problem.  We saw a Rogers truck up the street this morning, so maybe they were working on the lines.  Not that Rogers trucks are an uncommon sight around here these days, as everyone is having trouble with their services.  Glad this one got resolved!

[Chris]

If everyone's having troubles it's probably something outside the house...

I always find it's best to try all combinations in the house before you call because they will want you to do them or they will send a tech to do them.. If you've done it all already the tech calls are faster...

Glad your issues seem to be all cleared up!! 

[Orange]

Well, I really should have known better than to say the problem was resolved! Today (Oct. 31) we are back to the same stuttering, unwatchable Rogers cable.  This sucks so much.

[Chris]

Well I bet the problem is outside of your house.

Call Rogers and get them to send a tech for an emergency call or something. Also ask for a refund for this month as your service is unusable.

Your issues sound exactly what I went through and the issue was up the line somewhere but at least he tested running a new line to my house when that didn't work he opened a call for the rest to be checked past the node on my neighbours lawn. It took them about a day to fix the problem after that.

[Orange]

So the problem cleared up on the 30th, only to reappear on the 31st, and continues today, Nov. 1.  I spoke to tech support again yesterday evening, which was about as useful as a smack upside the head when you have a headache.  The conversation went something like this:

Me:  I'm having problems with my cable for the 35th day in a row.

Tech:  Sorry about that.  What can I help you with?

Me: Well, we have been having problems with all of our channels stuttering almost all of the time since Thurs.  On Demand is ok finally, and the SD box is ok, but every other channel on our HDPVR is freezing up every 5 to 10 seconds, and rebooting the box doesn't help.

Tech:  Well let's reboot the box.

Me: (silence and take a deep breath)

------reboot box------

Tech: Can you go to 100?

Me: ok...

-------wait a ridiculously long time until the menu finally appears------------

Tech:  Do you seee the menu?

Me: Yes.

Tech:  Oh, so everything is ok then!

Me:  (stunned)  Noooooo, I said On Demand is ok, it is everything else that is the problem.

Tech:  Oh. So what's the problem?

Me: (infuriated, but trying to remain calm)  Every other channel is stuttering every 5 to 10 seconds.  It is unwatchable.

Tech: Oh.  What channel are you on?

Me: SN1.  But every channel is doing this.  I'll go to CP24.  (pause)  It is doing the same thing, like I said.

Tech: Stay on that channel while I run some tests.

--------waiting-------

Tech:  Everything looks ok here.

------After a bit more of this inanity, the tech says he is referring it to engineering and gives me yet another ticket number.  And of course signs off with "Thank you for choosing Rogers."

And the problem remains.

[Chris]

You will need a tech to come to your house... I went through the same thing. All their tests looked good as did the tech's tests at my house but at least he could see the stuttering and such and was able to escalate the ticket to the proper resources.

[Orange]

I got Rogers (or at least a Customer Service Manager) to finally admit that this issue is at the headend, and having more tech visits to my home at this point is a waste of my (and their) time.  Still no idea of when it will be fixed.  I reiterated that the only reason I am still with Rogers at this point is the inconvenience of arranging installation, changing the email addresses we have had for years... but I am almost at the point of the current frustration with unwatchable cable and insanely slow evening internet making the hassle of switching well worthwhile.  If there was a better alternative for tv than Bell, I would switch in a heartbeat.  I did get the charges for my cable credited for the month of Oct., but it took 20 minutes on the phone with a very unwilling Rogers employee.

[Chris]

I'd start by switching to a neutral email provider like gmail. Then you don't have that holding you back. 

You'd be surprised how willing they are to help when you just give up and say "I'm switching to bell". 

I'm glad they have admitted to a problem and that you got some compensation..