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Rogers 4K Picture and Audio Issues

dreamer_cast
I Plan to Stick Around

Hi guys, I hope someone could shed some light on this for me.  I have a Rogers 4K settop box running directly into a 60" Samsung Series 7 SUHD tv.  What I have been seeing (and hearing) are some issues with the broadcast; typically with the 4K stations.  For instance, while watching a Jays game, the screen seems to split into 4 quadrants, and usually one blacks out and the rest freeze.  During this time, I usually get a lot of static or distorted audio.  I have the main feed split into a splitter to source the settop box and my cable modem, so I'm wondering if somehow that has degraded it.  Is there a way to measure or some kind of diagnotic screen that I can check out?  Thanks for any help with this,

 

dreamer

 

*edited labels*

28 REPLIES 28

Re: Rogers 4K Picture and Audio Issues

Gdkitty
Resident Expert
Resident Expert

Signal would be my first bet.

 

The better the quality.. the more it needs to be a much better signal.

There should be a diagnotisc for the 4k box... not quite sure what/how to on that one (I know on the cisco ones).

Perhaps @Meowmix may know?  I know he has a 4k box.

Are you able to log into your modem and get the signal levels from there?
It may give a lead if the signal is low period, etc to start.

Re: Rogers 4K Picture and Audio Issues

dreamer_cast
I Plan to Stick Around

Don't think these look too good.  What are my next steps to get this resovled?

 

Downstream Overview

Port IDFrequency (MHz)ModulationSignal strength (dBmV)Signal noise ratio (dB)Channel ID
1603000000256QAM-8.80037.35633
2363000000256QAM-5.80038.98310
3369000000256QAM-6.10038.60511
4375000000256QAM-5.70038.98312
5381000000256QAM-5.60038.98313
6387000000256QAM-4.70038.98314
7393000000256QAM-4.40038.98315
8399000000256QAM-4.50038.98316
9405000000256QAM-4.40038.98317
10411000000256QAM-4.00038.60518
11417000000256QAM-4.70038.60519
12423000000256QAM-5.40038.60520
13429000000256QAM-6.00038.98321
14435000000256QAM-6.30038.60522
15441000000256QAM-6.50038.98323
16447000000256QAM-7.60038.98324
17579000000256QAM-8.40037.63629
18585000000256QAM-8.20037.63630
19591000000256QAM-8.10037.35631
20597000000256QAM-8.60037.35632
21357000000256QAM-5.60038.6059
22609000000256QAM-9.60037.35634
23615000000256QAM-10.20036.38735
24621000000256QAM-11.00036.61036
Upstream Overview
Port IDFrequency (MHz)BandWidthModulation TypeSignal Strength (dBmV)Channel ID
1236999226400000ATDMA40.7502
299999266400000ATDMA50.250---
3305960006400000ATDMA42.2501

Re: Rogers 4K Picture and Audio Issues

LeeBown
I've Been Here Awhile

Pixelation on 4K Channel 998

 

For the past two weeks our channel 998 has had pixelation in the lower right hand portion of the TV. It occurs on and off but at least a couple of times every minute. Rogers tried various resets over the phone and finally said a technician would come to our house.
Technician came today. Said he hadn't seen this problem before and that it was likely a problem with the 4K PVR. I replaced the box and problem continues.
We never had this problem before. Right now it is only happening on 998 not the other 4K stations.
When I picked up the new box at Place D'Orleans they were having the same problem.
Is anyone else experiencing this? Any suggestions about what to do?

Re: Rogers 4K Picture and Audio Issues

Hello @LeeBown,

 

Thank you for your post and Welcome to the Rogers Community Forums! 

 

 

Pixelation and poor picture quality makes it really hard to enjoy watching sports matches especially when it's supposed to be 4K!

 

Sometimes signal issues can cause certain channels to experience issues while others remain fine. I know you've recently had a technician out who was unable to discover a problem but we would like to take a closer look at this for you and see if we can determine what is causing this issue. Please send us a private message @CommunityHelps the next time you're online and we can investigate this for you.

 

For more information on our private messaging system check out our blog.

 

Regards,

 

RogersTony

Re: Rogers 4K Picture and Audio Issues

Problems with 4K Box again - video and audio

 

Since Thursday I had to keep rebooting my box a few times a day.

After watching channel 545 and then changing to another channel like 902, 523 or 276 the signal comes and goes.  The audio and the video cuts in and out until I reboot the box.

Called rogers they claim that the signal is okay.  Rogers sent a technician again no signal problems.

So why do I have to keep rebooting my box.  This is also my 4th or 5th 4K box. 

 

I had no problem when a VoIP Residential Amplifier was hooked up.  The Amplifier power cord frayed and the old rogers cable splitter was installed again. 

 

Re: Rogers 4K Picture and Audio Issues

gp-se
I'm an Advisor

@barnes6 wrote:

Problems with 4K Box again - video and audio

 

Since Thursday I had to keep rebooting my box a few times a day.

After watching channel 545 and then changing to another channel like 902, 523 or 276 the signal comes and goes.  The audio and the video cuts in and out until I reboot the box.

Called rogers they claim that the signal is okay.  Rogers sent a technician again no signal problems.

So why do I have to keep rebooting my box.  This is also my 4th or 5th 4K box. 

 

I had no problem when a VoIP Residential Amplifier was hooked up.  The Amplifier power cord frayed and the old rogers cable splitter was installed again. 

 


Did this issue happen after the amplifier stoped working? I personally would call Rogers and explain that this is an ongoing issue and ask if they could send a senior technician to have a look.

 

Re: Rogers 4K Picture and Audio Issues

walleye187
I've Been Around

LG oled and rogers 4k set top box

 

Hi,

I bought my LG oled tv (55B7) back in October.  Everything looks & sounds great on this tv including netflix, youtube from the apps included with the tv.   The issue i have is with the rogers 4k set top box.  anytime i try to watch something the audio gets out of sync and becomes unwatchable.  I do not experience this issue at all when i watch netflix/youtube from the apps that are built into the TV.

 

I've tried several things to resolve this:

  • changed all my HDMI cables to 4K premium certified
  • played with av sync in LG tv sound settings 

I even bought a sound bar thinking that the tv's speakers are the issue and the audio sync issue still persists.  The only thing that kind of resolves the issue is when i change the audio settings from digital to other from within the rogers settings.    I don't like doing this as the audio crackles and is not the optimal way to listen to the sound.

 

I'm sick and tired of dealing with this.  Are you aware of this issue and plan on pushing an update to the 4k rogers box to fix this?

 

 

thanks

Re: Rogers 4K Picture and Audio Issues


@walleye187 wrote:

LG oled and rogers 4k set top box

 

Hi,

I bought my LG oled tv (55B7) back in October.  Everything looks & sounds great on this tv including netflix, youtube from the apps included with the tv.   The issue i have is with the rogers 4k set top box.  anytime i try to watch something the audio gets out of sync and becomes unwatchable.  I do not experience this issue at all when i watch netflix/youtube from the apps that are built into the TV.

 

I've tried several things to resolve this:

  • changed all my HDMI cables to 4K premium certified
  • played with av sync in LG tv sound settings 

I even bought a sound bar thinking that the tv's speakers are the issue and the audio sync issue still persists.  The only thing that kind of resolves the issue is when i change the audio settings from digital to other from within the rogers settings.    I don't like doing this as the audio crackles and is not the optimal way to listen to the sound.

 

I'm sick and tired of dealing with this.  Are you aware of this issue and plan on pushing an update to the 4k rogers box to fix this?

 

 

thanks


@walleye187

Have your verified your TV is running the latest firmware? Is the Nextbox connected directly to the TV? 

Set the Nextbox Appearance Settings:

TV Type: AUTO

Audio: Dolby Digital

Audio Range: Normal

Volume Control: Fixed

 

Do you have any other devices connected to the TV, like a BluRay player or something? Do the other devices experience the same issue?

Lastly have you tried using a different HDMI port on the TV?

 

Re: Rogers 4K Picture and Audio Issues

Also experiencing same issues with the 4K PVR; I don't have the issue with the regular 4K box or my HD PVR. Tried different HDMI input and cables; same problem. Got a new 4K PVR yesterday, will have to see if fixed. Suspect it's either a 4K PVR hardware or software issue (hopefully a software issue). Also noticed that my 4K Apple TV has issues when it's close to a power adapter (moved the adapter and problem went away); this makes me suspect power interference issue inside the 4K PVR box.

Re: Rogers 4K Picture and Audio Issues

Hello @malcolmgraham!

 

Welcome to our Community!

 

I know audio/visual issues can absolutely ruin the watching experience. I'm a stickler for good quality picture... that's why I never use any of those shady streaming sites. I can't deal with a poor quality picture! Ugh!

 

I'm just curious if swapping your 4K PVR resolved this issue. If not, we're here to help at anytime. Please PM us @CommunityHelps so we can further assist. If you're not familiar with our PMing process, you can find instructions here.

 

Regards,

RogersCorey

Re: Rogers 4K Picture and Audio Issues


@malcolmgraham wrote:

Also experiencing same issues with the 4K PVR; I don't have the issue with the regular 4K box or my HD PVR. Tried different HDMI input and cables; same problem. Got a new 4K PVR yesterday, will have to see if fixed. Suspect it's either a 4K PVR hardware or software issue (hopefully a software issue). Also noticed that my 4K Apple TV has issues when it's close to a power adapter (moved the adapter and problem went away); this makes me suspect power interference issue inside the 4K PVR box.


@malcolmgraham

 

What issues are you having?

 

Re: Rogers 4K Picture and Audio Issues

writedoc
I've Been Here Awhile
Pixelating picture and audio dropouts

Re: Rogers 4K Picture and Audio Issues

writedoc
I've Been Here Awhile
The new Roger's 4K PVR seems to have fixed the problem; but more time needed to be sure. Had the same issue (pixelating picture and audio dropouts) with my regular 4K box yesterday but seems to have been related to a background software update and is OK now.

Re: Rogers 4K Picture and Audio Issues

I am having the same problem only on rogers cable channel 998 4k .

Pitcilation and green screen issues 

2 visit by rogers Techs this week and the problem persists.

Drives me nuts...

Re: Rogers 4K Picture and Audio Issues

35465465465415
I've Been Here Awhile

Same here. Rogers replaced entire cabling inside house and still cant figure it out.

Re: Rogers 4K Picture and Audio Issues

Hello @Chickdun & @35465465465415,

 

A warm welcome to the Rogers Community Forums to both of you! 😃

 

With 4K slowly becoming the new standard I can understand how frustrating it is to be facing these type of picture quality issues. I am certain you want to get the most out of those 4K TV's. We'll be more than happy to look into this for you to see what is going on and try to find a solution. 

 

We'd like to review the notes from the technicians and run some additional tests on our end before we determine what steps to take next. Please send a Private message to @CommunityHelps so we can get started. If you are not familiar with our Private messaging system please CLICK HERE.

 

We look forward to hearing from you both!

 

RogersTony

Re: Rogers 4K Picture and Audio Issues

The Tech that came by today said that it appears to be a transmission issue with sportsnet 4K on rogers cable channel 998. the RF statistics on that channel suggested that there are no corrected bytes or uncorrected blks.

power(dBmV)  0.6

SNR(dB)  43.2

frequency  489 Mhz

Chickdun

on Rogers

Randy Dunford 

Chickdun

Re: Rogers 4K Picture and Audio Issues

mine are all 4k channels.  Supervisor came again, replaced more cables, new HDMI and nothing fixed. Said he has to check from head office. whatever that means.  then said it's the tv - which is ridiculous for 2 reasons: 1) it's new and worked for several weeks till recently; 2) even a basic understanding of pixel issues will tell you it's the signal.

 

This is all pretty ridiculous.

Re: Rogers 4K Picture and Audio Issues

I am seriously considering dropping the 4K signal.

If I cannot get a clean picture on 4K, I might as well save a few bucks and go back to 1080p which is what I have to do anyways to watch the Toronto Maple Leafs games.

Chickdun

Re: Rogers 4K Picture and Audio Issues

After 2 weeks ,2 service calls 3 supervisor visits and there are still problems watching the Leafs in 4K.

Channels 998 & 995 TSN 4k are breaking up on going.

And I am paying extra for this...

Chickdun

Topic Stats