pausing, pixelating, freezing, sound drops for several seconds

@FastDr 

Apologies for the issue and the experience that you described above.

Pixelation and audio-video dropout issues (freezing) are almost always related to local or individual signal or connection issues. The issue can occur on a single channel or multiple channels due to the frequency or frequency range that the channel is delivered on. Changes in temperatures can also aggravate the issue.

Box swaps, box refreshes and multiple box refreshes may not resolve this issue if there is an underlying local signal issue.

I have asked that someone on our CT  team review your account so that we can start the troubleshooting process and get this resolved.

A technician visit may be required so that the signal levels can be reviewed and adjusted if necessary. There is no charge if the issue is determined to be with our equipment or originating outside your home.

Thanks for your patience.

@stereoptic 

Apologies for the issue and the experience that you described above.

Pixelation and audio-video dropout issues (freezing) are almost always related to local or individual signal or connection issues. The issue can occur on a single channel or multiple channels due to the frequency or frequency range that the channel is delivered on. Changes in temperatures can also aggravate the issue.

Box swaps, box refreshes and multiple box refreshes may not resolve this issue if there is an underlying local signal issue.

I have asked that someone on our MA team review your account so that we can start the troubleshooting process and get this resolved.  The issue is likely not with the cable boxes themselves, it is likely with the cable wiring either inside or outside the home  (that feeds both cable boxes in the home).   

A technician visit may be required so that the signal levels can be reviewed and adjusted if necessary. There is no charge if the issue is determined to be with our equipment or originating outside your home.

Thanks for your patience.

@jrspeers 

Apologies for the issue and the experience that you described above.

Pixelation and audio-video dropout issues (freezing) are almost always related to local or individual signal or connection issues. The issue can occur on a single channel or multiple channels due to the frequency or frequency range that the channel is delivered on. Changes in temperatures can also aggravate the issue.

Box swaps, box refreshes and multiple box refreshes may not resolve this issue if there is an underlying local signal issue.

I have asked that someone on our OR team review your account so that we can start the troubleshooting process and get this resolved and your appointment rescheduled.

Thanks for your patience.

@Seaport11 

Apologies for the issue and the experience that you described above.

Pixelation and audio-video dropout issues (freezing) are almost always related to local or individual signal or connection issues. The issue can occur on a single channel or multiple channels due to the frequency or frequency range that the channel is delivered on. Changes in temperatures can also aggravate the issue.

Box swaps, box refreshes and multiple box refreshes may not resolve this issue if there is an underlying local signal issue.

I have asked that someone on our DE team review your account so that we can start the troubleshooting process and get this resolved.

A technician visit may be required so that the signal levels can be reviewed and adjusted if necessary. There is no charge if the issue is determined to be with our equipment or originating outside your home.

Thanks for your patience.

@Dillinger 

Apologies for the issue and the experience that you described above.

Pixelation and audio-video dropout issues (freezing) are almost always related to local or individual signal or connection issues. The issue can occur on a single channel or multiple channels due to the frequency or frequency range that the channel is delivered on. Changes in temperatures can also aggravate the issue.

Box swaps, box refreshes and multiple box refreshes may not resolve this issue if there is an underlying local signal issue.

I have asked that someone on our NJ team review your account so that we can start the troubleshooting process and get this resolved.

Based on a cursory review of your account, there are some out of spec signal level issues that may be impacting your service (upstream TX power level is out of spec).

A technician visit may be required so that the signal levels can be reviewed and adjusted if necessary. There is no charge if the issue is determined to be with our equipment or originating outside your home.

Thanks for your patience.

@tbill1 

Apologies for the issue and the experience that you described above.

Pixelation and audio-video dropout issues (freezing) are almost always related to local or individual signal or connection issues. The issue can occur on a single channel or multiple channels due to the frequency or frequency range that the channel is delivered on. Changes in temperatures can also aggravate the issue.

Box swaps, box refreshes and multiple box refreshes may not resolve this issue if there is an underlying local signal issue.

I have asked that someone on our IL team review your account so that we can start the troubleshooting process and get this resolved.

A technician visit may be required so that the signal levels can be reviewed and adjusted if necessary. There is no charge if the issue is determined to be with our equipment or originating outside your home.

Thanks for your patience.

@twx55 

Apologies for the issue and the experience that you described above.

Pixelation and audio-video dropout issues (freezing) are almost always related to local or individual signal or connection issues. The issue can occur on a single channel or multiple channels due to the frequency or frequency range that the channel is delivered on. Changes in temperatures can also aggravate the issue.

Box swaps, box refreshes and multiple box refreshes may not resolve this issue if there is an underlying local signal issue.

I have asked that someone on our FL team review your account so that we can start the troubleshooting process and get this resolved.

Based on a cursory review of your account, there are some out of spec signal level issues impacting your service (moca network).

A technician visit may be required so that the signal levels can be reviewed and adjusted if necessary. There is no charge if the issue is determined to be with our equipment or originating outside your home.

Thanks for your patience.

@krusso29 

Apologies for the issue and the experience that you described above.

Pixelation and audio-video dropout issues (freezing) are almost always related to local or individual signal or connection issues. The issue can occur on a single channel or multiple channels due to the frequency or frequency range that the channel is delivered on. Changes in temperatures can also aggravate the issue.

Box swaps, box refreshes and multiple box refreshes may not resolve this issue if there is an underlying local signal issue.

I have asked that someone on our MA team review your account so that we can start the troubleshooting process and get this resolved.

A technician visit may be required so that the signal levels can be reviewed and adjusted if necessary. There is no charge if the issue is determined to be with our equipment or originating outside your home.

Thanks for your patience.

It's hopeless. We're just lost in the system, getting robotic apologies. I'm actually avoiding watching CNN HD at this point. It's like a form of chinese water torture waiting for the next picture freeze. That's all I'm thinking about as I watch.

I posted earlier in this thread regarding these pauses in Lansdale PA.  I do have a question.  I have a splitter in the basement and one of the lines leading out is not being used.  Can I unscrew that line and put a cap on it to save signal?  If so would it be a 75ohm terminator cap I would need to use?

Thanks.

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@aauchjr wrote:

I posted earlier in this thread regarding these pauses in Lansdale PA.  I do have a question.  I have a splitter in the basement and one of the lines leading out is not being used.  Can I unscrew that line and put a cap on it to save signal?  If so would it be a 75ohm terminator cap I would need to use?

 

Thanks.

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Why do you have a splitter at all if you're only using one side of it? But that aside, I doubt that's the problem with CNN.

It's a three way splitter.  One goes to my living room tv, one goes to the phone modem (still in use) and one to my sons room which isn't being used now.  So I want to cap off the one split to save signal.