Note: Using customer owned PVR boxes: Approx. 5 days ago I stopped seeing channel 545 (CNN) only here in Ottawa. All other channels are fine. When I switch to that channel the screen is blank and there is no sound, but when I click on "info", the screen displays the usual information about what program is playing, etc. Plus, I momentarily see the banner at the bottom displaying the channel. I have (3) PVRs. (1) NextBox 3.0, (1) NextBox 2.0 and (1) 8300 Explorer, which is an older box, but still works. All other channels are working fine — it's just 545 that stopped working AND … at the same time. Now, here is the strange thing - only the older box (8300) can still see channel 545, the (2) NextBox devices display a black screen. I did all the trouble-shooting with on-line support and even had a Rogers tech on-site who changed all the co-ax connections, new splitter, checked the signal, etc. - but unable to determine the cause of the problem. He said my (2) NextBox's were probably defective??? I don't buy this. Two boxes at the same time... going defective and only on (1) channel??? It is definitely not the wiring because I can take my 8300 box and move it anywhere in the house and I can see channel 545 no problem. It's only the (2) newer boxes that have the problem.
My theory is that a recent software upgrade from Rogers caused the problem withy my (2) NextBoxes? I believe the NextBox and the 8300 are completely different internally and therefore the 8300 was not affected by the software upgrade? Rogers is telling me to get (2) new NextBox rentals – at my cost. If they can't resolve the problem I am thinking of moving to Bell Fibe?
Has anyone experienced anything like this and if you have any suggestions, they would be greatly appreciated.
My comments follow:
1. The Nextboxes can sometimes require more signal than the 8300.
2 Have you moved the NB3 or NB2 to the location of the 8300?
3. Have you tried removing any splitters inside your home temporarily and moving the NB2 or NB3 as close as possible to the demarcation point where the cable comes into your home?
4. These sorts of issues are almost always related to signal, not the box, especially if it affects two boxes as you say. Have you tried the lower channel (33?) for CNN?
5. Have you checked with neighbours?
6. Have you tried flipping through all the channels, not just channels of interest?
7. Have you checked the signal yourself to see if it's borderline on that channel. Here's my previous post on the topic. There's a link in there on how to check signal?
Here are my responses to your comments:
1. The Nextboxes can sometimes require more signal than the 8300. I did ask the Rogers on-line support if they could boost the signal to the Nextboxes,. They did and no change.
2 Have you moved the NB3 or NB2 to the location of the 8300? Yes - same results
3. Have you tried removing any splitters inside your home temporarily and moving the NB2 or NB3 as close as possible to the demarcation point where the cable comes into your home? Yes - same results
4. These sorts of issues are almost always related to signal, not the box, especially if it affects two boxes as you say. Have you tried the lower channel (33?) for CNN? Yes - same results Channel 33 has blank screen
5. Have you checked with neighbours? Unfortunately my neigbours use Bell Fibe
6. Have you tried flipping through all the channels, not just channels of interest? Yes - all other channels are fine
7. Have you checked the signal yourself to see if it's borderline on that channel. Here's my previous post on the topic. There's a link in there on how to check signal? Yes, I did check your post (really great by the way) and checked the signal - signal is good. Plus, yesterday the on-site tech went into programming while I stood beside him to check signal strength - it was fine on all 3 boxes.
Before leaving, the tech did mention that he was going to ask his supervisor to come on-site with one of their rental NextBoxes and plug it in. If it works, then that points to my (2) boxes being defective, which is really headscratching. Two boxes that were working fine up until a few days ago and then all of sudden they both go defective at the same time and only missing one channel?
Thanks very much for responding to my post and if you have anymore suggestions, please let me know. These are really helpful
Thanks again for your help 57. It was very much appreciated. I guess I'll wait to see if that technician's supervisor contacts me with a test box, which should point to the cause.
MeBe, unfortunately I don’t have any old recordings of CNN, but I did try recording CNN ‘only’ on both the NextBox 2.0 and 3.0 devices. At the bottom of the screen it shows channel is recording, but after 10 minutes of recording, I cancel and Save. When I go back into my recordings --- it’s not there? It’s not showing anywhere in my recorded list, as if it was never recorded.
I have a 4k PVR Nextbox 3 and I have the CNN channel as part of a grandfathered package. After reading the information that you provided, it’s going to be very helpful and in fact, I’ve printed off all your comments posted and will go through them one by one. Tomorrow I will certainly take your advice and call Rogers to ask them to add the CNN channel to my package for just a few minutes while I test the boxes. I never thought of doing that and it just ‘may’ reboot my CNN channel?
As for the rest of your suggestions, I’m going through them one by one as I check them off and will provide an update within the next couple of days.
Again mebe, thanks very much for your detailed response to my post and will work through each of your suggestions.
mebe, not sure I understand, you say adding a channel other than CNN to your service, as long as Rogers puts it in writing that you won't lose any of your current grandfathered deals/packages. I have all the channels in my grandfathered package --- except CNN? For example, I can still see channel 543 (sister station HLN) no problem. Could I not ask them to add (1) channel only like CNN to my existing package - at no cost? As you know, Rogers online support read off a script in problem solving and basically have very little techical experience, so I thought I would just ask them to add (1) channel (CNN) at no cost and confirm in writing not affect my grandfathered package because I'm sure they would love to get people off these grandfathered packages in order to upsell them.
My thought was that Rogers probably can't add CNN to your account, if your box and the Rogers comp system can see that you are already subscribing to it. Sure, Rogers can see what happens if they try to add it, or if you don't already have the US news theme package with MSNBC, CNBC and Fox News, and they add it briefly, perhaps that addition would kickstart your nextboxes into CNN gear, but it's also possible that adding an entirely different channel to your package for a few minutes might somehow also fix CNN, or at least alert Rogers to a different problem it is having reaching your nextboxes.
Regardless, at some point your problem will be fixed, but if it is fixed with a new rental box, just have Rogers check your 4k pvr again to see if that somehow is working again.
I also would hate to see you run into problems with your grandfathered package, just because somebody at Rogers pressed the wrong key and then the system has trouble reversing the error.
Your black screen is most likely a signal issue in your area, but since CNN is a popular channel, it is odd that the problem hasn't been fixed yet (and one of your boxes gets it, though perhaps signal strength is less important for that box).
It might be easier to get Anderson Cooper to figure this out, but he's still not returning my calls.
mebe, that Rogers supervisor called me today to schedule an on-site visit. This Thursday at 5pm. I asked him if he was bringing a Nextbox for testing and he said that he would. I also asked him it was possible to add only CNN to my account for testing purposes --- without changing my grandfathered package? He said that maybe as a supervisor, he might be able to ask the office to push only CNN for testing purposes. Bottom line, if he plugs in his box and it doesn't work --- it's a Rogers problem. If it works - it points to my (2) boxes, which is still a mystery to me. Interestingly, he did mention possibly upgrading to Ignite if it doesn't work, or renting the Nextboxes from Rogers. I was waiting for that sales pitch. I told him my preference is to stay status quo, with my current boxes, BUT, I was thinking that if my boxes are defective (which I don't see how) I may have to upgrade to Ignite? If that's my only choice, I would definitely ask for some compensation in terms of free or reduced service costs. I am certainly not going to rent (2) new Nextboxes from Rogers for $23 each, or buy (2) used one's. I will give you an update after Thursday mebe and thanks again for all your help and guidance with this problem.
Eagerly awaiting the results of your test, OP. I am in Toronto, have a similar setup as you (1 8300 and 1 NB2), and also can only get CNN SD on the NB2 for the last couple of days. It's happened before but typically resolves itself. I tried unplugging for a couple of minutes, no change. I don't have the tools/skillsets for anything else.
Mebe, if you do happen to add CNN as a standalone channel or as part of a package – even on a temp basis, please let us know the results? As mentioned, I have a Rogers supervisor scheduled to come over this Thursday at 5PM to try and resolve this problem by bringing a NB2 test box with him. So, it should be interesting what happens when he plugs in his box – does CNN come up – or does he get black screen like my two boxes? Regardless, I will certainly provide everyone with an update following the test on Thursday, so stay tuned.
Update from Toronto: CNN HD is struggling to revive itself on my NB2. No longer black but the signal is severely degraded, with extreme pixelation and sound that, when it's there at all, is choppy and robotic. How is it in Ottawa now?
@mebe I tried your suggestion of unplugging both boxes and only plugging in the NB2. No success. In fact, sometime since last night we regressed to blackscreen again. 8300 is still fine.
I decided to flip through some other channels and discovered a few more I don't usually watch that are in the same state (HD is blackscreen but available SD works).
- Global Toronto (Global BC is working)
- E! (no SD available)