Ignite PVR recordings keep freezing and losing audio.

[Jhb0616]

I have tried rebooting system, and it now won’t play recordings and gives a XRE03091 error.

***Edited Labels***

[MiataMan2002]

No. I'm just stubborn and don't want to do Rogers' job. I'll keep calling until I get a tech to come to our home and fix this latest issue. When my current contract expires, I'll try out Bell. My expectations are low, but after dealing with Rogers since the late eighties in three different homes, it's time for a change. 

[57]

This issue still comes up once in a while. Here's my feedback from tonight.

1. Although I don't encounter it much any more, even though I watch several recordings each evening. I did tonight.

2. I recorded a programme on DW channel called REV.

3. It's programmed to record only "new" programmes, but I've seen this particular one last week.

4. When I tried to FF to check whether I had indeed seen it before, I got an onscreen popup that stated that FF is "not available as this programme doesn't support it", despite the fact that it did last week and that my recordings should allow FF.

5. I had a couple of screen freezes, but the voice commands for skip ahead x minutes still worked.

Obviously Rogers still has some issues since this started a month ago since the "Xfinity change".

C'mon Rogers, get your act in order.

[MiataMan2002]

Correct. The issue began right after the Xfinity change. I thought that this was just a new markering strategy to align itself with US-based telecommunications giant Xfinity, but maybe there is more to it. I wonder if  Rogers will soon be announcing Rogers/Xfinity mail to replace Yahoo.

[ReneHache]

Still have audio issue and buffering tonight, right now I'm trying to watch a recorded movie (not available on-demand, so no backup watching), audio keep skipping every minutes and sometime buffering (attemting to resume message), and about 15 minutes into the movie, it get stuck and keep buffering forever. I will try again to watch it tomorrow.
Not sure if it's important to mention the area, Acadian Peninsula (north east of NB).
I wonder if it because to many people are watching thankgivings weekend football, lol.

[GF9]

Audio also dropping out (Waterloo customer) trying to watch CBC's The National recorded about 45 minutes earlier.

[daniellager]

Noticed my pvr audio video drops/skips happened around move to Xfinity as well. Since Oct 28 when pvr recordings access was a widespread problem, I've continued to have pvr access or skip issues. Happens on specific channel recordings mostly. Not a Wi-Fi issue as live TV is fine and I'm connected to Ethernet.

[MiataMan2002]

On December 1, Rogers informed me via email that my ticket/issue had been resolved. No problem since and I've watched all my PVRed NFL games over the weekend and Monday evening. Keeping that email and my fingers crossed. Those with continuing problems need to keep calling Rogers support.

[Attila_]

I have the same issue in Mississauga. Watched three recorded programs tonight, two of them had one audio dropout each. Going back 30 seconds the replay produced the same problem at the same place. After watching the third program, which had the problem around 8:15 into it, had no problem till the end ~50 minutes. So, buffers cleared, checked the problem area and had it again at same time. I then tried to watch on another tv with another box, same issue, same time. As a last test, I watched the program on a pc through Chrome without having the issue.

I then called tech support, had a very nice tech from Calgary, who understood the problem and now we have another ticket open on this issue. Let's hope someone actually looks into it.

[Attila_]

Addendum to the post above: I tried to play the recording again the next morning (today) and the audio error appears in the same place.

[57]

Just as an FYI, there have always been very occasional audio or video glitches on some Ignite/Xfinity recordings, but not to the extent that the programme is unwatchable.

I believe the issue under discussion in this thread is that some programming has very frequent glitches or freezes so that the programme(s) is/are unwatchable, sometimes won't even proceed past the freeze frame, etc.

I have not encountered any such issues in the past week.  I watch everything recorded, probably 5-10 programmes per evening.  Perhaps I'm just lucky or the programmes I record recently don't have the issue for some reason.

[MiataMan2002]

Still OK at my end. Watched football last evening without a glitch. This weekend should be the 'acid test' for me.

[57]

Last night when recording SNL I tried watching the recording while the recording was ongoing (Pause Live TV), unfortunately, it did not go well with FF not functioning properly, and frequent audio dropouts or video freezes. I was looking forward to seeing it today to see if the issues were gone, unfortunately, it is not in my list of recordings, not in deleted recordings either - didn't get saved at all.

I could bring up the programme on-demand and it seemed to function properly, although I only watched it briefly.

I see it's on again tonight on Showcase at 10PM, so I set a recording for then and will advise.

[MiataMan2002]

I've scheduled 6 NFL games and 2 W Network movies for my wife but it will take us a couple of days to view all. I'll update the Forum probably on Tuesday.

Have you contacted Rogers yet? We live in Almonte, ON and when I call early just after 8 a.m. weekedays, I get a tech right away.

[kepler]

I had a similar problem with my SNL recording off the Global channel.  It wouldn't play the SNL recording Sunday morning (repeatedly and with a message each time saying something like "recording currently not available on network, try later") so I restarted the TV box.  It then disappeared from my list of recordings entirely.  fyi, I'm in Toronto.

[57]

---

@MiataMan2002 wrote:  Have you contacted Rogers yet? We live in Almonte, ON and when I call early just after 8 a.m. weekedays, I get a tech right away.

---

I have not contacted Rogers directly because I don't think the issue is related to me or even my area. The issue is affecting many people in many different areas and Rogers needs to correct it from their end.  It seems to affect popular programming or popular (peak) air times, so it may be server limitation or distribution issue (that coincided with the Xfinity rollout).

SNL recording on Showcase 10PM Sunday was fine.  (Thank you to @kepler for confirming the SNL (on Global) issue.)

I also thought about it being Simsub-related, however, some of the affected programming I've seen was not on a simsub channel - they were on TCM and PBS.

[RogersCorey]

Has anyone been able to reproduce these issues since? If you're still having these issues with your PVR recordings, please reach out to us so we can investigate and escalate if necessary.

Please feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.  

~RogersCorey

[MiataMan2002]

THANKS. Will do. As of yesterday, no PVR issues.🤞

[MiataMan2002]

Well, our 'resolved' PVR issue has returned with a vengeance today. Again on a Sunday and again watching NFL football. The TV shut off twice while recording games on two different networks and  again with the same 'low signal' error message we've been getting for months. I will contact Rogers again tomorrow and ask to speak with a senior manager. I need this issue resolved ASAP as the NFL playoffs will begin in just a few weeks.  I've documented this and other issues for several months and 3 techs have come to our home replacing both our boxes and router but to no avail. Now I beleive we have grounds to switch to Bell without penalty. We have been Rogers customers in three different cities since the 80s so our patience has finally run out!

[57]

Knock wood, the last time I had issues was the SNL programme I mentioned two weeks ago, a few posts up.  I probably watch about 6 recordings per evening.

After @MiataMan2002 mentioned he had NFL issues today, I recorded the New England/Buffalo game on CTV in the early evening. I don't watch football, but I watched a few minutes and also FF through the entire recording without issue, occasionally stopping to watch a minute or so.

[MiataMan2002]

I dug up an old Toronto Star article in my Rogers file on that mentioned the company offered the services of an ombudsman in certain circusmtances. Do you know if that service still exists and if so how can we access it?

[Attila_]

My recording and freezing issues have been solved by escalating the problem to network engineering.

Before that, my cable from the street was replaced (was 30 years old), 2 techs came to check things. I cornered a third on the street who felt it must be the wiring in the house etc. I did not let them do this.

It was not fixed until I looked in the gateway at the CM Error Codewords. I had 400,000 uncorrectable codewords in 19 days of uptime, during which I also lost connection numerous times a day for 2-3 minutes. Once I pointed this out to tech support, the problem was fixed within 3 days. My signal levels were fine all this time.

So the problem was upstream, but it is hard to convince Rogers to go look and fix it.

In the XB6 gateway, you can find these stats under Connection->Rogers Network at the bottom of the list.