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Macroblocking and pixelation with Tivo Bolt-- Comcast visit made it worse

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Regular Visitor

Macroblocking and pixelation with Tivo Bolt-- Comcast visit made it worse

All of a sudden we started getting macroblocking on most of the 700 series HD channels, except MSNBC and CNN.  We had a Comcast tech out yesterday who said our signal was weak and he proceeded to change out our 9 position splitter (we're in an apartment building and inherited this) with a 2 position and he also made some sort of adjustment at the wall junction.

 

Once he did this, all of the 700 series channels went out and as he fiddled around, we lost more and more channels. He went and put a filter on the line somewhere at the source, not our apartment.  He then decided it was the cable card in the cable box and switched that out.  At that point we stopped getting ANY channels at all.  He then told us our Tivo box was broken and there was nothing more he could do.  He spent 7 hours on this!!!

 

We've done all the Tivo diagnostics and we do NOT have a signal lock (originally before he came, we did),  our RS uncorrected is in the millions! before he came it was around 27K;  our SNR is 15dB before he came it still was only 26dB. 

 

All connections, cables, etc. have been checked.  I've convinced Comcast they need to come out again tomorrow because *they* broke it.  We're thinking perhaps the new Cable Card/M card isn't paired correctly?

 

Any ideas?  How do we convince Comcast it isn't the Tivo and make them fix what they made even worse?

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Regular Visitor

Re: Macroblocking and pixelation with Tivo Bolt-- Comcast visit made it worse

Another Comcast tech came out today, said he was not allowed to talk to Tivo--I'd called them last night, gotten a case # and they'd asked to have Comcast call.  Said he didn't have that much experience with Tivo as **Comcast is phasing out TV support.**  Woud not read all the troubleshooting info we'd printed out from Tivo.  Swapped out 3 M-1/cable cards and no fix.  Said everything was working perfectly, tried to talk us in to a Comcast DVR (last time we had one it was so noisy we could hardly stay in the room).  Finally agreed to try to find the original cable card, good luck.

 

Comcast broke our Tivo and now has no solution-- it worked perfectly fine when they showed up on Tuesday.  Now what??

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Gold Problem Solver

Re: Macroblocking and pixelation with Tivo Bolt-- Comcast visit made it worse


@moondanc wrote: ... Comcast broke our Tivo and now has no solution-- it worked perfectly fine when they showed up on Tuesday.  Now what??

Maybe @ComcastTeds will take a look at this for you. He's often able to clean up messes involving CableCard devices.

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Official Employee

Re: Macroblocking and pixelation with Tivo Bolt-- Comcast visit made it worse

@moondanc 

 

Apologies for the issue and the experience that you described. I've asked a colleague to review your account so that we can determine next steps. Someone on the team will be in contact shortly. 

 

Thanks for your patience.  


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Regular Visitor

Re: Macroblocking and pixelation with Tivo Bolt-- Comcast visit made it worse

Thanks, we've been without a TV signal now for 10 days.  Comcast has basically said--Why don't you go out and buy a new TiVo, something probably happened to it during the troubleshooting.  And--why don't you switch to our X1-DVR, we won't be supporting TiVo much longer anyway.  This is infuriating after two service calls--first one was 7 hours, guy said he'd only worked on one TiVo before; second service call, took our previously working Mcard, switched out several more, said he couldn't help.  After he left we discovered the Mcard wasn't even paired!

We have one more service call tomorrow, 10/22.

Any help will be appreciated-- they promise supervisors or experienced techs and we get novices.

Thank you.

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Official Employee

Re: Macroblocking and pixelation with Tivo Bolt-- Comcast visit made it worse

@moondanc

Apologies again. I've asked the team to take a closer look here. 


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!