lavmori kagamee kaniell
Marie Ota
I was writing a long reply and suddenly the forum site changed and I lost my entire reply that I was writing which is extremely upsetting. Something is definitely going wrong with my service and the technician did not solve when he came to my home and swapped out the Contour 2 receiver with another. Right after he left my TV screen once again froze while I was going through the TV guide. He didn't even address the WiFi router issue which was the reason Cox sent him out here per the notes written by the phone tech that my my Cox wireless router was resetting every two hours. When he called the Cox dispatcher they could not find any history of my router resetting itself every two hours, yet that is exactly what the phone tech said he saw from his end when he made the appointment to send someone out today. I called Cox back to say my TV froze again when scrolling through the guide and this phone tech didn't even know the Contour receivers connect to the internet so he didn't think the router was an issue. i told him, well what computer or router is the service connecting to when the Contour 2 guide displays Netflix app and connects it to the internet to use, the same with the displayed youtube app. So, the picture freeze issue was not fixed by changing Contour 2 receivers. Additionally, I asked him to check on my daily usage to see if it is exceeded to correspond with the tv issues and he told me there was an unusual spike of my daily usage yesterday of 20gb. That's impossible. I never even exceed to 2gb per day when I am using my mobile device computer all day. I am very concerned with a security breach at Cox that is disrupting my personal services. I've never even come close to exceeding my service usage limits EVER in the 20 years I've been a Cox customer. Ever since Cox made me switch over to this Gigablast wireless router under the guise that I had to becsuse of the transition to all digital telephone service and then they told me I had to rent from Cox their wireless router if I wanted to continue having wireless internet for my wireless devices instead of my own device I've had endless problems with all three of my Cox services, TV, phone and computer. Now, I think my sevices could hacked via the router as there is no way my daily usage could jump ten times what I normally would use at the max. And Cox keeps changing the displayed apps in the Contour 2 guide such as adding Netflix which connects to the internet, youtube which connects to the internet, Caller ID displays on the tv via the phone service which runs thru the router and the other apps like Stock and Weather in the Contour guide are now non-functioning.
I am heartbroken at what the Cox tech did. He didn't even fix the wifi router issue which now shows that it isn't working correctly and hasn't,been reset or updated in 107 days, but the worse thing, he swapped out my Contour 2 box and it didnlt resolve the freezing issue in the tv guide, it froze again with the new contour 2 receiver after he left AND worse of all, he didn't tell me, nor does Cox tell any customer that I LOST 700 HOURS OF RECORDED PROGRAMS AND MOVIES THAT I'VE RECORDED AND SAVED OVER THE LAST TWO YEARS. EVERYTHING IS GONE. COX NEVER TELLS CUSTOMERS THAT IF THEY CHANGE DVR RECEIVERS THEY LOSE ALL OF THEIR RECORDED PROGRAMS THEY'VE SAVED. HOW CAN COX DO THAT CUSTOMERS. No other company does this to its customers. What is the point in even in using a paid DVR service if all the saved recordings are lost and not saved digitally when customers pay for the service. What is the point in the DVR player being connected to the internet and updated every night if a customer loses everything they've saved and paid for then DVR player and the storage of the recordings. Then I get a Cox bill today showing Cox raised my monthly bill by $70. Cox is a HORRIBLE company.
I've had a challenge come up in the last couple of days. While playing recorded television shows from my ignite box, after 30 seconds or so the audio will stop playing while the video continues for a few seconds, then it will be back to normal for about 5-10 seconds then do it again. Occasionally the video will freeze during playback, while audio continues, then it will unfreeze and continue. This makes watching recorded shows very hard to do. Regular TV and the Netflix/Prime Video apps all work with no pauses or delays. It's just the playback of the cloud recordings that are an issue.
I'm not connected directly to the XB6, but am running it in bridge mode to a powerful Asus GT-AX11000 router. My Ignite TV boxes are connected to the Asus via wi-fi. Nothing in the router logs about dropping packets or anything, and nothing else seems impacted, so I am at a loss on how this is happening (and why it only started a few days ago.) No new firmware was updated, and I've had this setup for over a year now. I would prefer not to try to connect to the XB6 directly, due to issues from before, but am at a loss on what to do here. Any thoughts would be helpful!
Today, everything was fine. No audio or video glitches on recordings or on demand content. Hopefully it's fixed and this isn't an intermittent issue. Will keep monitoring and report back if anything changes.
All Live TV channels and all 3rd party streaming apps work fine; intermittent audio drops and picture freezes ONLY with on demand content and recordings. Issue is observed regardless of how the Xi6 is connected, and I've tested it in the following configurations (power cycling the Xi6 each time I changed configurations):
toolcubed - You did a great job reporting your testing and results. Thank you so much for that. Just like your last post, mine cleared up along the same time. Clearly this was a Rogers issue that their tech support didn't know about, but they resolved at some point. Mine is back to working with no issues.
When the issue was reported a few months ago, it seems there was a temporary issue at the backend, and it was resolved. Are you experiencing the audio & video freezing for both recorded and On Demand content?
With the problem that I was experiencing a two months ago, things were getting garbled in the backend, when the source feed was getting encoded. The program (along with the audio/video dropouts) got recorded in the cloud. When I watched the program (on-demand or recorded content) on different set-top boxes or on my computer, the dropouts occurred at PRECISELY the same point. The drop-outs were not caused by an in-home network problem or due to any problems with my Internet service. I reported the problem to Rogers and they fixed it.
You can also get dropouts due to network-related issues in the home; those are random and can happen if you have severe latency, severe packet loss, WiFi problems, or you do not have sufficient network bandwidth (for whatever reason) to sustain a network stream to the set-top box. The set-top box temporarily runs out of buffered data to process and that results in the audio and/or video dropping out.
My Ignite is a few months old and I've been having this for a few weeks now, both recorded and live shows. My setup is standard gateway with 1 pod and 2 wifi TV boxes. The screen will either go black for 10 seconds or so, or the picture will freeze with no audio for several seconds, or even the error message that the recording is not available part way through show. I've rebooted gateway, wifi boxes and said "mother may" repeatedly to no avail. I've spoken to "Anna" about it and did as she advised also with no change. I'm trying to summon the energy to report it to Rogers via phone.
You can do a quick health check of your Internet by logging into your Ignite gateway and then going to "Gateway > Connection > Rogers Network". Scroll to the bottom and look at the "Uncorrectable Codewords" error stats. If you see zeros across all channels, then your Internet connection is probably not the problem.
I'm interested in the "uncorrectable codewords" comments - mine are NOT all zeros and I have been having horrible video freezes and audio drops for the past 3 weeks or so. All worked beautifully since I converted to ignite around end of june or so.
Freezes and drop occur on XI-6 devices wirelessly connected or ethernet hardwired - doesnt seem to matter. Watching apple tv or amazon prime is NO problem at all. Only issue is watching live TV - I've checked and re-checked and replaced cables etc , check configs, firmware etc. All seems fine with my internal stuff - have to suspect rogers somewhere. Again this has been fine for months including to an outside project in the backyard in the summer. All great. Pulling out what's left of hair ! rogers says testing to their box all good. What can I ask about the uncorrectable code words, as I mentioned they are not zeros at all? thanks for any assistance...
@mayhem99 Anytime that you see Uncorrectable Codewords, that's packet loss. Your Ignite modem will be using the OFDM downstream channel. That modulation employs error correction so it's totally normal (and actually a good thing) to see a large number of Correctable errors but the Uncorrectables much be zero, or close to zero. If you see a huge burst of errors, it may be due to a noise spike or some other transient issue that you do not need to worry about. If the Uncorrecable count keeps increasing, then that's indicative of a problem.
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