Active Audio but No Video

[BobTom]

Atrocious service after 9-10 visits and equipment replacement or upgrades:

Our system continues to falter everyday. When the TV systems are activated the screen is either black, blue or a message of NO SIGNAL is shown EVERY TIME we try to watch our programs. The screen freezes but the audio is still active or the screen freezes, reactivates, freezes again or go to NO SIGNAL again.

Ah, Rogers looking to help the public with clean ,clear friendly service

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[57]

This sort of behaviour is typical of a poor connection between the box and the TV or an incorrect setting in the box.  Here are my comments/questions.

1. Are you using the HDMI cable that Rogers provided?

2. Have you tried different HDMI ports on the TV. Some are labelled 30 or 60Hz - try 30.

3. Have you tried reversing the ends of the HDMI cable (TV end into box and vice versa)?

4. Have you tried a different HDMI cable on all the ports on the TV?

5. What is the video output setting you are using in the box?  Have you tried say 1080P or 720P temporarily as a test instead of say "best available"?

6. What is the exact make/model of your TV?

7. Usually when you turn on the TV or switch inputs it'll tell you the incoming signal. What does it say is the signal?  (1080P, 2160x3840, 2160P?)  Sometimes this is available via the "info" button on the TV (not Rogers) remote (not always available).

8. I'm sure this has probably been done, but perform a "restart" of the Gateway/IgniteTV box by using the "Restart" option in the Rogers Ignite WiFi app, or via Rogers - Settings - Help - Restart, but preferably via the App.  This can take up to 12 minutes, but is usually finished in half that. Do it when you don't need your TV/Internet/Home Phone.

[BobTom]

Thank you for your response. The system was completely reinitialised on this visit. The trch said the incoming cable was dead, needed temporarily wire hung across 3 properties till Spring did in.,.then never mind. Rogers then sent notice to wait till Spring dig in....great organization..,... NOT!