Intermittent screen freezes and audio dropout

[srrv]

I constantly experience intermittent screen freezes and have the audio drop out, to the point that it is often impossible to simply watch a show or movie.  No amount of reboots or any of the other solutions suggested by Rogers works.  I see that others have been experiencing the same issue.  When you pay so much for a service, it should work reliably.  I have checked the connection and even my Rogers box says the connection is excellent.  And the thought of actually wasting the time that is inevitably lost calling Rogers tech support with no resolution is exasperating.  I will be transferred 5 times, lose a minimum of an hour of my time on the phone with support, have to repeat the problem endlessly, and I will still have the same issue.  It is truly unfortunate to have to be resigned to such terrible service. 

***Edited Labels***

[Peete22]

Well here we go again after over a year our channels have started to drop audio again.  We have changed nothing with our system or settings and did a system refresh and when we were in London a couple weeks ago I noticed my in-laws ignite was doing the same.thing.  So far it's happened on channels 38, 31,32 and 58.  This company is horrible, they will blame our house connection, box and cabling and techs won't be able to fix it lol.  Guess we wait around until it fixes itself again.

[jimdwyer1]

I am having audio drop outs as well. Also when I fast forward the audio is muted. I have to rewind them press play to get the audio to work.

[Peete22]

Yeah ignite has some technical issues for sure.  I wish Rogers would figure out what the problem is in their network.  Very annoying for the money we pay for their services.  They have  been providing cable for how many years now and they can't get it right in 2025?  Lol 

[becky4]

Glad it's not just me.  My audio issue started on Friday (Mar 29 2025).  The audio will cut out for a few seconds and then come back.  It's happening on the CTV news channel and last night I noticed it on PBS (in London - channel 17 and 8). 

[becky4]

Just to add, this is on both my TV's that have the Rogers ignite box.

[Peete22]

This is the third time in 2 years we have had the issue, hopefully it will go away soon.  It has been over a year without any issues, it sucks Rogers can't figure out the glitch in their system that causes this periodically.  Believe me when I tell you having a tech come, replacing the cable to the house, ignite box and cable splitter will make no difference and is a waste of time. (In most cases, I am sure sometimes this will help but it never helped us) we just waited and it went away on 2 occasions out of the blue.  I guess if people report the issue they may take a look at the network I suppose.

[RogersTony]

Hello, @Peete22 and @becky4 

Thanks you for posting your concerns to the community. I can understand how frustrating it is to deal with audio issues on your TV.

Have you tried rebooting the Rogers Xfinity Gateway by power cycling it to see if the audio issues are ongoing?

RogersTony

[Peete22]

Yes power cycled and system refresh, as I said it has nothing to do with our equipment or cabling etc.,. this has been an issue periodically over the last years.  It is something that happens in your system/network. I live in Stratford and 2 weeks ago it was happening at my in-laws in London. This isn't an isolated issue and I don't think your techs even know what is happening and how to fix when it does happen or maybe they don't believe it's happening on a larger scale.  One day it will just be fixed hopefully.

[becky4]

Yes I have done all that.  It just started on Friday and doesn’t appear to be happening on all channels.  It’s very annoying. 

[Biollw]

Yes audio drop outs have been happening today, am in London.
Watching ch 17 ctv news live and also recorded ctv 2 news.
Awfully annoying.
Rebooted xi6 and router still audio dropouts.

[Peete22]

Yup definitely an issue, have been watching channel 31 A&E today and the complete signal is cutting out every few minutes not just the audio.  Now, how long will it take for Rogers to acknowledge the issue and fix it.  No wonder they are losing so many customers to the streaming services that seem to know how to provide better quality.

[Peete22]

We watch city tv channel 7 everyday and it has always been perfect.  Now it glitches for 5 or 6 seconds both video and audio every 15 minutes or so and shows on rewind playback.  Can someone from Rogers please send this information to the techs as it is not an isolated issue?  This seems to have started for people Friday March 28th.

[Peete22]

I saw this happening in London at my in laws a couple weeks ago as well.

[Biollw]

Still pretty bad drop outs on ctv news channel 17.

[Peete22]

I would check it if I could but channel 17 here is CBS.  Do you get CMT on channel 38?  It is really bad and 31 A&E.  It would be nice if someone from Rogers would jump in here but of course crickets.

[Biollw]

It's the same with ctv 2 lomdon channel.9, dropping constantly. Very annoying.

[Biollw]

And it is not just one tv, also my other tv also drops out.

And yes channel 31 is dropping.

[jimdwyer1]

They have replaced my modem twice, swapped out the STBs, replaced the cable to the modem with a new cable. None of that fixed the issues. It was escalated and went away for a while but now it is back and the sound and picture drop outs are worse than before. I can’t even watch the local London news! The other streaming services I have work perfectly! I was told by a tech that this is a Comcast issue. I am done with Rogers.

[Peete22]

Yup it is definitely something in the system/network.  I guess it could be a Comcast issue as well. I knew that the technology comes from Comcast I just didn't know they are actively involved in the system/network in Canada.  Interesting.

[becky4]

Seems to be ok today.  Hopefully it has been fixed ! 

[Biollw]

I agress, ctv news channel 17 seems ok today