Rogers 4K Picture and Audio Issues

dreamer_cast · ‎09-30-2016

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*

Gdkitty · ‎09-30-2016

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.

dreamer_cast · ‎09-30-2016

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

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Signal noise ratio (dB)	Channel ID
1	603000000	256QAM	-8.800	37.356	33
2	363000000	256QAM	-5.800	38.983	10
3	369000000	256QAM	-6.100	38.605	11
4	375000000	256QAM	-5.700	38.983	12
5	381000000	256QAM	-5.600	38.983	13
6	387000000	256QAM	-4.700	38.983	14
7	393000000	256QAM	-4.400	38.983	15
8	399000000	256QAM	-4.500	38.983	16
9	405000000	256QAM	-4.400	38.983	17
10	411000000	256QAM	-4.000	38.605	18
11	417000000	256QAM	-4.700	38.605	19
12	423000000	256QAM	-5.400	38.605	20
13	429000000	256QAM	-6.000	38.983	21
14	435000000	256QAM	-6.300	38.605	22
15	441000000	256QAM	-6.500	38.983	23
16	447000000	256QAM	-7.600	38.983	24
17	579000000	256QAM	-8.400	37.636	29
18	585000000	256QAM	-8.200	37.636	30
19	591000000	256QAM	-8.100	37.356	31
20	597000000	256QAM	-8.600	37.356	32
21	357000000	256QAM	-5.600	38.605	9
22	609000000	256QAM	-9.600	37.356	34
23	615000000	256QAM	-10.200	36.387	35
24	621000000	256QAM	-11.000	36.610	36

Upstream Overview

Port ID	Frequency (MHz)	BandWidth	Modulation Type	Signal Strength (dBmV)	Channel ID
1	23699922	6400000	ATDMA	40.750	2
2	9999926	6400000	ATDMA	50.250	---
3	30596000	6400000	ATDMA	42.250	1

LeeBown · ‎09-20-2017

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?

RogersTony · ‎09-21-2017

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

barnes6 · ‎09-25-2017

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.

gp-se · ‎09-25-2017

@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.

walleye187 · ‎01-09-2018

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

gp-se · ‎01-09-2018

@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?

malcolmgraham · ‎06-20-2018

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.