Intermittent screen freezes and audio dropout

[markfink777]

I've had Ignite TV running for a month without issues but yesterday my TV signal has started random freezes on the screen and/or audio dropouts for a few seconds at a time. Sometimes a few times per hour and other times every minute or two on all stations I watch. I've rebooted the STB, done a reset, each a few times but it makes no difference. It's connected via ethernet cable to my modem/router (which I've also rebooted) and my Gigabit service itself seems fine.. all my speed tests indicate close to 800Mbit/sec all the time. No one else is on the network when I watch my one and only TV. I've also switched out the ethernet cable in case it was a problem but that made no difference.

I have not yet called Rogers tech support in case there's something else that I can try before I do.

TIA

[mascf1]

It’s ONLY the Rogers TV channels that are having this issue when accessed through the STB. No issue using the Ignite App or streaming through a browser! Also no issue streaming Netflix through the STB. My Modem and STB were replaced and the issue persists! Other people in my condo building are also reporting the same issue that literally just started yesterday for everyone!

[mascf1]

The firmware on my STB is version 157.0.2 and was just recently deployed by Rogers. Never had this issue with any previous versions. If this is a firmware issue then Rogers needs to fix it ASAP!

[-G-]

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@MikeNeri81 wrote:

I've looked at these stats and I'm struggling to understand what you're referring to. I have 0 packet loss; my internet is working fine. Yet my Ignite TV is useless right now with all the stuttering. My STBs are connected via ethernet. All other wifi is working perfectly. But those numbers are high except for the single 0. 

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The stats for the OFDM channels will be the rightmost 1 or 2 columns of that table.  Those are the DOCSIS 3.1 channels that your modem should be using.  The represent DOCSIS 3.0 channels, but their health is representative of the health of your cable plant.  You have a HUGE number of uncorrectables across all channels, which is very unusual, and probably caused by a high level of noise.  When was the last time that you rebooted your Ignite gateway?  (When you reboot, the stats will reset... and I am curious how long it took for those errors to accumulate.)

I can't really say more without looking at the full Downstream, Upstream and CM Error Codewords tables.

[-G-]

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@mascf1 wrote:
It’s ONLY the Rogers TV channels that are having this issue when accessed through the STB. No issue using the Ignite App or streaming through a browser! Also no issue streaming Netflix through the STB. My Modem and STB were replaced and the issue persists! Other people in my condo building are also reporting the same issue that literally just started yesterday for everyone!

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Rogers does not disclose any of their implementation details but I'm pretty sure that the web player and mobile apps are streamed from different infrastructure in the back-end than the set-top boxes, and the streams are probably also encoded differently and may also be streamed at different bit rates.  (That became apparent one time when everyone's set-top boxes were all working fine but there were widespread reports of problems when watching Ignite TV on computers and with the Ignite TV mobile app.)

[-G-]

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@mascf1 wrote:
The firmware on my STB is version 157.0.2 and was just recently deployed by Rogers. Never had this issue with any previous versions. If this is a firmware issue then Rogers needs to fix it ASAP!

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My XiOne and Xi6 set-top boxes are still at 156.0.1 so I can't confirm any problems with that build yet.

[mascf1]

I have zero uncorrectable errors on my Xi6 STB, so this just points to Rogers source being the issue or the STB firmware.

[mascf1]

Correction I meant to say zero uncorrectable errors on the modem.

[Killington]

Experiencing same issues of intermittent picture freeze and audio drops. Refreshed and rebooted Ignite STB and Gateway modem. Ethernet connected. Logged in to Ignite Gateway modem under  "Gateway > Connection > Rogers Network" and Uncorrectable Codewords are currently 0 on all columns. Issues started yesterday and remains in place. I’m located downtown Toronto. I don’t feel confident calling Roger’s support and wasting my time on the phone. 

[mascf1]

You need to open a support ticket with them so they have a record of yet another customer reporting the same issue. I’m also in downtown Toronto. My issue started on Friday. If everyone with this issue called support they would quickly see it’s a wide spread issue impacting many customers.

[markfink777]

Agree with mascf1... letting Rogers know there's a widespread problem means it will (or at least should) get fixed more quickly. At the very least send a private message to https://communityforums.rogers.com     @CommunityHelps

[hesscham]

It is 100% a system wide issue. I had this EXACT issue a few years ago with Shaw Bluecurve TV in Calgary (used the same Xfinity system that ignite does) and Shaw was just as useless. They didn't recognize as a system wide issue until after a week. So enjoy your intermittent audio and video cut outs for a while. It sucks that I have to deal with this all over again with Rogers. I've had Ignite for over a year. First time this has ever happened. Obviously I am not the only one. This just started yesterday. ROGERS FIX THIS!! Stop sending techs out in the field. It's a waste of time.

[mascf1]

I hope you called them to report the issue and point them to this forum as proof that multiple customers are having the same issue and have been reporting to to them as well.

[MikeNeri81]

So I replied and it appears to have been deleted...

Here are my numbers. I restarted all my hardware yesterday. The numbers have not changed since then:

CM Error Codewords
1	2	3	4	5	6	7	8	9	10	11	12	13	14	15	16	17	18	19	20	21	22	23	24	25	26	27	28	29	30	31	32	33
2223044405	3514738501	3520969017	3520976975	3514569621	3520980220	3520990799	3520999544	3521006125	3521013173	3521020759	3521030418	3521044830	3521053897	3521057912	3521062373	3521071653	3521078752	3521089177	3521723320	3521105081	3521113551	3521122819	3521132261	3521145781	3521154450	3521157881	3521158083	3521090145	3521082122	3521175977	3521176841	2223044405
2170727978	10655	8837	8604	41	9951	10232	10355	9638	9560	9711	10175	10813	9489	9242	9789	9547	10054	10357	24878	9230	9628	10110	10598	9755	8667	9155	8927	9255	9750	10099	9104	2170727978
8764	39605	31163	30806	0	33712	34884	34492	32980	33042	34876	34192	36176	34586	33361	34165	33659	34376	33951	71975	33891	33835	34343	34463	32636	32030	34877	33033	33010	33488	33688	31509	8764

[markfink777]

Perhaps worth noting is that if you rewind whatever is playing after a freeze then those freezes happen again and again in the same spot. No idea what that actually means but perhaps would help Rogers troubleshoot the problem.

[mascf1 · Accepted solution]

Rogers Support are now acknowledging there is a widespread issue impacting many customers, even the person I was speaking to is experiencing the issue.  No estimated time for it to be resolved.

[MikeNeri81]

We'll... That's something at least. I'm still waiting for a tech to arrive (2-4pm) that they insisted come out to diagnose my issue.

[hesscham]

It's great that Rogers acknowledged it's a widespread issue. It'll probably take them awhile to fix but at least it's being addressed.

[markfink777]

Thanks for that info. Saves me waiting an hour on hold tomorrow am. Hopefully the fix won't be too long.

[MikeNeri81]

Tech has just left my house. He saw the issue in action. Confirmed that there were no issues with my line. There's obviously more to this. Let's hope we see some action.

[57]

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@markfink777 wrote:

Perhaps worth noting is that if you rewind whatever is playing after a freeze then those freezes happen again and again in the same spot. No idea what that actually means but perhaps would help Rogers troubleshoot the problem.

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What this means is that the issue is either with the original broadcast or the recording in the cloud. It also means that the particular issue is not with your box or gateway or WiFi or Ethernet or connection to your home or neighbourhood, because those sorts of issues would manifest themselves differently when you rewind.  The problem would not be in the same spot again and again.

[mascf1]

Doesn't do it when I rewind to the point it previously occurred in the live broadcast.