Rogers 4K Picture and Audio Issues

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I Plan to Stick Around
Posts: 10

Rogers 4K Picture and Audio Issues

Hi guys, I hope someone could shed some light on this for me.  I have a Rogers 4K settop box running directly into a 60" Samsung Series 7 SUHD tv.  What I have been seeing (and hearing) are some issues with the broadcast; typically with the 4K stations.  For instance, while watching a Jays game, the screen seems to split into 4 quadrants, and usually one blacks out and the rest freeze.  During this time, I usually get a lot of static or distorted audio.  I have the main feed split into a splitter to source the settop box and my cable modem, so I'm wondering if somehow that has degraded it.  Is there a way to measure or some kind of diagnotic screen that I can check out?  Thanks for any help with this,

 

dreamer

 

*edited labels*

Resident Expert
Resident Expert
Posts: 13,946

Re: Rogers 4K Picture and Audio Issues

Signal would be my first bet.

 

The better the quality.. the more it needs to be a much better signal.

There should be a diagnotisc for the 4k box... not quite sure what/how to on that one (I know on the cisco ones).

Perhaps @Meowmix may know?  I know he has a 4k box.

Are you able to log into your modem and get the signal levels from there?
It may give a lead if the signal is low period, etc to start.



I Plan to Stick Around
Posts: 10

Re: Rogers 4K Picture and Audio Issues

Don't think these look too good.  What are my next steps to get this resovled?

 

Downstream Overview

Port IDFrequency (MHz)ModulationSignal strength (dBmV)Signal noise ratio (dB)Channel ID
1603000000256QAM-8.80037.35633
2363000000256QAM-5.80038.98310
3369000000256QAM-6.10038.60511
4375000000256QAM-5.70038.98312
5381000000256QAM-5.60038.98313
6387000000256QAM-4.70038.98314
7393000000256QAM-4.40038.98315
8399000000256QAM-4.50038.98316
9405000000256QAM-4.40038.98317
10411000000256QAM-4.00038.60518
11417000000256QAM-4.70038.60519
12423000000256QAM-5.40038.60520
13429000000256QAM-6.00038.98321
14435000000256QAM-6.30038.60522
15441000000256QAM-6.50038.98323
16447000000256QAM-7.60038.98324
17579000000256QAM-8.40037.63629
18585000000256QAM-8.20037.63630
19591000000256QAM-8.10037.35631
20597000000256QAM-8.60037.35632
21357000000256QAM-5.60038.6059
22609000000256QAM-9.60037.35634
23615000000256QAM-10.20036.38735
24621000000256QAM-11.00036.61036
Upstream Overview
Port IDFrequency (MHz)BandWidthModulation TypeSignal Strength (dBmV)Channel ID
1236999226400000ATDMA40.7502
299999266400000ATDMA50.250---
3305960006400000ATDMA42.2501
I've Been Here Awhile
Posts: 2

Re: Rogers 4K Picture and Audio Issues

Pixelation on 4K Channel 998

 

For the past two weeks our channel 998 has had pixelation in the lower right hand portion of the TV. It occurs on and off but at least a couple of times every minute. Rogers tried various resets over the phone and finally said a technician would come to our house.
Technician came today. Said he hadn't seen this problem before and that it was likely a problem with the 4K PVR. I replaced the box and problem continues.
We never had this problem before. Right now it is only happening on 998 not the other 4K stations.
When I picked up the new box at Place D'Orleans they were having the same problem.
Is anyone else experiencing this? Any suggestions about what to do?

Moderator
Moderator
Posts: 694

Re: Rogers 4K Picture and Audio Issues

Hello @LeeBown,

 

Thank you for your post and Welcome to the Rogers Community Forums! 

 

 

Pixelation and poor picture quality makes it really hard to enjoy watching sports matches especially when it's supposed to be 4K!

 

Sometimes signal issues can cause certain channels to experience issues while others remain fine. I know you've recently had a technician out who was unable to discover a problem but we would like to take a closer look at this for you and see if we can determine what is causing this issue. Please send us a private message @CommunityHelps the next time you're online and we can investigate this for you.

 

For more information on our private messaging system check out our blog.

 

Regards,

 

RogersTony

I've Been Around
Posts: 1

Re: Rogers 4K Picture and Audio Issues

Problems with 4K Box again - video and audio

 

Since Thursday I had to keep rebooting my box a few times a day.

After watching channel 545 and then changing to another channel like 902, 523 or 276 the signal comes and goes.  The audio and the video cuts in and out until I reboot the box.

Called rogers they claim that the signal is okay.  Rogers sent a technician again no signal problems.

So why do I have to keep rebooting my box.  This is also my 4th or 5th 4K box. 

 

I had no problem when a VoIP Residential Amplifier was hooked up.  The Amplifier power cord frayed and the old rogers cable splitter was installed again. 

 

Resident Expert
Resident Expert
Posts: 1,077

Re: Rogers 4K Picture and Audio Issues


@barnes6 wrote:

Problems with 4K Box again - video and audio

 

Since Thursday I had to keep rebooting my box a few times a day.

After watching channel 545 and then changing to another channel like 902, 523 or 276 the signal comes and goes.  The audio and the video cuts in and out until I reboot the box.

Called rogers they claim that the signal is okay.  Rogers sent a technician again no signal problems.

So why do I have to keep rebooting my box.  This is also my 4th or 5th 4K box. 

 

I had no problem when a VoIP Residential Amplifier was hooked up.  The Amplifier power cord frayed and the old rogers cable splitter was installed again. 

 


Did this issue happen after the amplifier stoped working? I personally would call Rogers and explain that this is an ongoing issue and ask if they could send a senior technician to have a look.

 



I've Been Around
Posts: 1

Re: Rogers 4K Picture and Audio Issues

LG oled and rogers 4k set top box

 

Hi,

I bought my LG oled tv (55B7) back in October.  Everything looks & sounds great on this tv including netflix, youtube from the apps included with the tv.   The issue i have is with the rogers 4k set top box.  anytime i try to watch something the audio gets out of sync and becomes unwatchable.  I do not experience this issue at all when i watch netflix/youtube from the apps that are built into the TV.

 

I've tried several things to resolve this:

  • changed all my HDMI cables to 4K premium certified
  • played with av sync in LG tv sound settings 

I even bought a sound bar thinking that the tv's speakers are the issue and the audio sync issue still persists.  The only thing that kind of resolves the issue is when i change the audio settings from digital to other from within the rogers settings.    I don't like doing this as the audio crackles and is not the optimal way to listen to the sound.

 

I'm sick and tired of dealing with this.  Are you aware of this issue and plan on pushing an update to the 4k rogers box to fix this?

 

 

thanks

Resident Expert
Resident Expert
Posts: 1,077

Re: Rogers 4K Picture and Audio Issues


@walleye187 wrote:

LG oled and rogers 4k set top box

 

Hi,

I bought my LG oled tv (55B7) back in October.  Everything looks & sounds great on this tv including netflix, youtube from the apps included with the tv.   The issue i have is with the rogers 4k set top box.  anytime i try to watch something the audio gets out of sync and becomes unwatchable.  I do not experience this issue at all when i watch netflix/youtube from the apps that are built into the TV.

 

I've tried several things to resolve this:

  • changed all my HDMI cables to 4K premium certified
  • played with av sync in LG tv sound settings 

I even bought a sound bar thinking that the tv's speakers are the issue and the audio sync issue still persists.  The only thing that kind of resolves the issue is when i change the audio settings from digital to other from within the rogers settings.    I don't like doing this as the audio crackles and is not the optimal way to listen to the sound.

 

I'm sick and tired of dealing with this.  Are you aware of this issue and plan on pushing an update to the 4k rogers box to fix this?

 

 

thanks


@walleye187

Have your verified your TV is running the latest firmware? Is the Nextbox connected directly to the TV? 

Set the Nextbox Appearance Settings:

TV Type: AUTO

Audio: Dolby Digital

Audio Range: Normal

Volume Control: Fixed

 

Do you have any other devices connected to the TV, like a BluRay player or something? Do the other devices experience the same issue?

Lastly have you tried using a different HDMI port on the TV?

 



I've Been Around
Posts: 1

Re: Rogers 4K Picture and Audio Issues

Also experiencing same issues with the 4K PVR; I don't have the issue with the regular 4K box or my HD PVR. Tried different HDMI input and cables; same problem. Got a new 4K PVR yesterday, will have to see if fixed. Suspect it's either a 4K PVR hardware or software issue (hopefully a software issue). Also noticed that my 4K Apple TV has issues when it's close to a power adapter (moved the adapter and problem went away); this makes me suspect power interference issue inside the 4K PVR box.