@H-Mac wrote:
Update: I reread mebe's post and noted the reference to splitter.
I mentioned splitters in the second post of this thread. I also provided a link on how to check your signal. These sorts of issues are almost always related to signal, or provisioning by Rogers for a specific box. Here's the link to post 2.
Responses inserted in to original email …
So I don't mix up usernames, I'm going to distinguish between the posters with problems, as Ottawa or Toronto.
Ottawa only had problems with CNN HD, and had a tech check the signals. So my first thought was that CNN had gone black in his neighborhood.
OTTAWA RESPONSE: Correct, only CNN (545 & 33) are black. The first tech did go in to programming and confirmed the signal was strong. He also replaced the splitter at the demarc point coming from the street and cut-off and replaced all the co-ax connections. Problem remained
But with Ottawa, more channels are dark, and CNN goes from black screen to digital breakup.
OTTAWA RESPONSE: Again, only CNN (545 & 33) is black, also no digital breakup
My Global Toronto HD is also good (I don't have E! Or A&E).
When I checked my S/N (signal to noise ratio), most of my HD channels are about 39, so as 57 mentioned in one of his linked posts on digital home, 35 or higher is a good HD signal, whereas 30-32 may indicate a problem.
If Ottawa tries to watch a VOD show (ch 100 or whatever), I wonder if that might also be problematic. Even if the VOD works fine, removing all the splitters and just trying the NB2, might improve things.
OTTAWA RESPONSE: VOD works fine. No problem. All co-ax connections were replaced, including the splitter connecting to the street. Removed all splitters and just tried (1) NB2 – problem remained
If not, something outside the room or home could be the culprit.
As 57 mentioned, the 8300 box probably works for both of you because it's not as picky with a weaker signal, (or perhaps it's got a better splitter, hdmi cable or coax setup.
OTTAWA RESPONSE: Again, all co-ax connectors were replaced by tech with new splitter and he verified no issue with HDMI cable
Regardless, all the boxes in both Ottawa and Toronto could be perfectly fine, but finding the exact source(s) of the problems might take awhile, assuming that few people are experiencing these problems with the NB2 or NB3.
OTTAWA RESPONSE: Unknown if other Rogers customers experiencing problems. Neighbors have Bell Fibe
Using that diagnostic trick that helps find the signal to noise ratio number (as linked by 57), can seem intimidating at first (I don't see a signal strength number using the Qam Status and there's no page 5, only a page 1 or 5). I also can't toggle from the black background of the diag. Screen to the 2 other opaque options that overlay the values over the actual channel picture, by pressing the 'B' button. However, if I press the Guide button (on my newest Rogers remote that came with the 4k PVR, or my older Rogersb1056B01 big fat remote that came with a previous much older HD box) that works like the 'B' button should, so I can watch any channel I'm tuned to, while I play around with the diagnostic pages, rather than just listening to the channel audio.
Not sure if that helps, but it will be interesting to see if Ottawa can get all 3 boxes to work (even without a box swap), and if Toronto can fix the signal issues of the NB2.
Fingers crossed that the frustration soon turns to joy for all involved.
In the past, before I accessed 57s links, I would just use the diagnostic pages to see the last time that Rogers rebooted by box, or what the internal temp of it was (it's only 57 degrees now, but does get higher in the summer (so I sometimes turn on a fan behind it, just to see that the diagnostic temp value goes down(and it always does). Moving the box to a vinyl footstool that doesn't offer good ventilation for the box, increases the temp much higher, so that it actually begins to cause black screens, or digital breakup.
OTTAWA RESPONSE: Temperature is cool with a constant 16-15 degree Celsius
REMINDER: The Rogers Supervisor tech is scheduled to come on-site tomorrow around 5PM, so I will provide an update afterwards. Thanks again for all the assistance.
One other thing, a few days ago I tured to the Weather Channel (21) and I got this screen below, which has never been a problem in the past? I then switched to another random channel and then went back to 21 and it was fine? Also, it doesn't happen very often, but sometimes I will tune to channel 185 (MSNBC) and will get the prompt - This channel is unavailable. When this happens I have to wait 15 - 20 minutes before it comes back online
@admin201 wrote:
One other thing, a few days ago I tured to the Weather Channel (21) and I got this screen below, which has never been a problem in the past? I then switched to another random channel and then went back to 21 and it was fine? Also, it doesn't happen very often, but sometimes I will tune to channel 185 (MSNBC) and will get the prompt - This channel is unavailable. When this happens I have to wait 15 - 20 minutes before it comes back online
This is also related to signal, but in this case it's the return signal from your box to the node or Rogers head end. For SDV (Switched Digital Video channels which are only sent to your home when they are requested to save bandwidth), the box sends a signal to the node/head end requesting the channel, but if your signal is not good, then the signal doesn't get through to Rogers and the box displays the screenshot you have posted.
I'm sorry to keep repeating myself, but these sorts of issues are almost always related to a poor signal, which may be intermittently poor. For example a tree branch came down on our main feeder a few years ago and the signal was usually good to the homes on that feeder, but whenever it was windy or cold (contraction), the signal would drop and I'd lose some of my channels. Rogers sent several technicians over several weeks and they aways had a good signal when they were here because it wasn't windy or cold and they kept saying I was the one with the problem. I then contacted my neighbours on the same feed line and they said they were having the same problems, but they were too lazy to call in and complain. I had them call, I had Rogers check the signal on neighbour boxes and eventually the main feed was replaced.
PS. In post 2, Item 6, I did ask about problems with other channels? This latest post confirms that you have signal issues, that may be intermittent.
@H-Mac wrote:
...But if I get up and move around the room, the signal degrades. It's like the pressure of my weight on one small area of the floor gets me the best signal, but any other weight distribution degrades the signal. Is there anything in that other post about that?
It's covered in item 3 of post 2. By moving the box as close to the demarcation point as possible, you eliminate issues with cables or splitters or barrel connectors or cable ends, etc inside your home.
To me this sounds like the floor deflection is affecting the cable or connections in the floor or in the wall or in the wall plate if applicable, etc. A proper signal check (perhaps while walking around) will isolate the problem. Rogers have devices that can measure cable signal loss within the home. You can also use the signal strength and S/N ratio link I provided and check signal variation yourself while walking around realizing that the values are only upgraded every few seconds, not instantaneously.
@H-Mac wrote:
...when there is an internet outage, my legacy digital cable still works, naturally, but not Crave/HBO or On Demand content. I'm guessing delivery of that content is dependent on internet, even though the rest of the TV channels aren't, yes?
I don't think those channels or OD are dependent on Internet, however, OD programmes require that the signal from your box gets back to the head end which then sends that programme to your box based on your "request". OD may simply be having issues because Rogers may be doing something in your area, affecting Internet, perhaps OD, perhaps SDV. Anything affecting that (return) signal will affect OD and SDV. The internet by itself should not affect regular channels (even Crave or HBO).
BTW, IgniteTV is totally dependent on the Internet and when it goes down, or has issues, it affects TV, Home Phone and Internet. When Rogers had the July problems, some people were without service or had poor service for days. Although my home phone and internet came back relatively quickly they must have given priority to that because my TV service took a few days to get back to normal as they were bringing things back.
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