Issues with cable tv service - Canadian TV, Computing and Home Theatre Forums

timberland29 · 2012-06-06, 04:48 AM

I have been experiencing a number of issues with the cable tv service.

Issues:

1) Pixelation and sound cutting out on many channels and on all pvrs.

2) this service is currently unavailable. Please try again later. Message. (also happening on many channels and all pvrs)

Details:

Rogers technicians have visited us many times and this issue still has not been resolved.

Signal on all 4 tvs/pvrs is fine.

Had these issues for more than a month.

When technicians respond and they cant resolve the issue they tell us to lie to rogers dispatch and tell them the issue is resolved.

Technicians give us their personal cell phone numbers if issue is not resolved and tell us not to call Rogers directly.

Is anyone else experiencing these issues or know the the solution to it?

At this point I am very frustrated with rogers and ready to cancel. I am constantly calling them to fix the issue and also for credits.

Thanks in advance for any helpful information.

JamesK · 2012-06-06, 07:33 AM

Are any of your neighbours having the same issues?

timberland29 · 2012-06-06, 10:56 PM

Yes many people in my building have been experiencing similiar issues.

I called Rogers today to cancel and finally received proper support on my issue. This issue has been escalated to senior technicians and i also received additonal credits. I hope they can resolve the issue. If not my next step would be to contact the office of the president. They also confirmed that if I cancel I will not have to pay any cancellation charges.

JamesK · 2012-06-07, 07:47 AM

It's likely caused by defective cable or other equipment that's failing intermittently. Such problems are often well beyond the abilities of the techs who normally get sent out. The logs in all the PVRs can be examined by Rogers to see if it's a common problem among multiple customers and also at what times it ocurrs. Three years ago, I had a problem with my home phone and Internet failing, but not TV. The tech who came out insisted that the cable between my living room and 2nd bedroom, where the cable modem & phone terminal are located, was failing as it was about 10 years old. He couldn't explain why it would be failing and not the 16 year old cable coming up from the utility room. He wanted to staple new cable along baseboards, around doors etc. to replace the cable that was in behind the walls & ceiling. I refused. Since I had two feeds from the utility room, I temporarily moved my cable modem to the master bedroom and ran a script on my firewall to ping the Rogers gateway every minute and record the failures. I was soon able to prove that with both the cable modem and phone failing at the same time that the problem was not in my unit, as they were on separate cables from the utility room. They then sent a 2nd level tech and after a bit of work determined there was a bad cable coming into the building from the street. My service has been solid ever since. What bothers me is that while I was able to do a lot of my own testing, as I have several years experience in IT and telecom, the average customer wouldn't have a hope of doing the testing I did. Rogers should be a bit more proactive in escalating to 2nd level when there are repeat calls for the same problem, particularly when it affects multiple customers. Checking neighbours logs should be one of the first things they do in such cases.

timberland29 · 2012-06-09, 04:53 AM

Thanks for the info. I have been doing some investigating of my own. Also trying to pinpoint when the issues started, which channels, etc. I have also told the techs to try replacing all or one of or our 3 splitters installed by rogers in our apartment. I am confident that the issue is finally in the right hands. Its too bad it toke so long to finally get there. From a rogers and business perspective it also doesn't make sense for them to keep on sending techs and issuing credits constantly. Why not just fix this issue in the first place?

2012-06-06, 04:48 AM	#1
timberland29 Join Date: Dec 2007 Location: Toronto Posts: 79	Issues with cable tv service I have been experiencing a number of issues with the cable tv service. Issues: 1) Pixelation and sound cutting out on many channels and on all pvrs. 2) this service is currently unavailable. Please try again later. Message. (also happening on many channels and all pvrs) Details: Rogers technicians have visited us many times and this issue still has not been resolved. Signal on all 4 tvs/pvrs is fine. Had these issues for more than a month. When technicians respond and they cant resolve the issue they tell us to lie to rogers dispatch and tell them the issue is resolved. Technicians give us their personal cell phone numbers if issue is not resolved and tell us not to call Rogers directly. Is anyone else experiencing these issues or know the the solution to it? At this point I am very frustrated with rogers and ready to cancel. I am constantly calling them to fix the issue and also for credits. Thanks in advance for any helpful information.

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2012-06-06, 07:33 AM	#2
JamesK Veteran Join Date: May 2009 Location: Mississauga Posts: 5,042	Are any of your neighbours having the same issues?

2012-06-06, 10:56 PM	#3
timberland29 Join Date: Dec 2007 Location: Toronto Posts: 79	Yes many people in my building have been experiencing similiar issues. I called Rogers today to cancel and finally received proper support on my issue. This issue has been escalated to senior technicians and i also received additonal credits. I hope they can resolve the issue. If not my next step would be to contact the office of the president. They also confirmed that if I cancel I will not have to pay any cancellation charges.

2012-06-07, 07:47 AM	#4
JamesK Veteran Join Date: May 2009 Location: Mississauga Posts: 5,042	It's likely caused by defective cable or other equipment that's failing intermittently. Such problems are often well beyond the abilities of the techs who normally get sent out. The logs in all the PVRs can be examined by Rogers to see if it's a common problem among multiple customers and also at what times it ocurrs. Three years ago, I had a problem with my home phone and Internet failing, but not TV. The tech who came out insisted that the cable between my living room and 2nd bedroom, where the cable modem & phone terminal are located, was failing as it was about 10 years old. He couldn't explain why it would be failing and not the 16 year old cable coming up from the utility room. He wanted to staple new cable along baseboards, around doors etc. to replace the cable that was in behind the walls & ceiling. I refused. Since I had two feeds from the utility room, I temporarily moved my cable modem to the master bedroom and ran a script on my firewall to ping the Rogers gateway every minute and record the failures. I was soon able to prove that with both the cable modem and phone failing at the same time that the problem was not in my unit, as they were on separate cables from the utility room. They then sent a 2nd level tech and after a bit of work determined there was a bad cable coming into the building from the street. My service has been solid ever since. What bothers me is that while I was able to do a lot of my own testing, as I have several years experience in IT and telecom, the average customer wouldn't have a hope of doing the testing I did. Rogers should be a bit more proactive in escalating to 2nd level when there are repeat calls for the same problem, particularly when it affects multiple customers. Checking neighbours logs should be one of the first things they do in such cases.

2012-06-09, 04:53 AM	#5
timberland29 Join Date: Dec 2007 Location: Toronto Posts: 79	Thanks for the info. I have been doing some investigating of my own. Also trying to pinpoint when the issues started, which channels, etc. I have also told the techs to try replacing all or one of or our 3 splitters installed by rogers in our apartment. I am confident that the issue is finally in the right hands. Its too bad it toke so long to finally get there. From a rogers and business perspective it also doesn't make sense for them to keep on sending techs and issuing credits constantly. Why not just fix this issue in the first place?