Sound dropouts on Shaw

[Plate-O]

Originally Posted by Jetranger

Are you sure you are receiving those channels in analogue?

Definitely an analog issue, as I only notice it on my CRT TVs plugged directly into the cable. When watching the same channels using the DCT 6200, no audio problems are present.

[sebberry]

For the last couple of days I have been having audio issues on some HD channels. It will be fine for a little while then start sounding jittery like parts of spoken words are being dropped.

[Jetranger]

I've been noticing the same thing on a wide variety of HD channels too. I thought this was supposed to be getting better but I guess it is in the other direction again.

[CenterIce]

The Canucks game on Sports Net 1 drops every couple of minutes. Nice preview.

[spitoon]

Yeah, I'm watching Flames v. Oilers on the free preview of Snet 1.

Horrible drops, as bad as I've seen in a long while. Most of them are accompanied by a little strip of blocks somewhere on the screen.

Image quality is pretty low too, but I'm assuming that's a production thing rather than a transmission thing.

[myhippocket]

I noticed the terrible audio drops and blocking in Edmonton during the Oilers/Flames game on the Sportsnet One HD channel (301), but not on the SD channel (320). The blocking still seems to be on the SD channel, just not as bad, but no audio drops.

Really makes me want to subscribe

[VuMax]

Same thing again tonight on the Flames broadcast. Dozens and dozens of sound drops, frequent macro-strips, and poor HD quality. It looks like they have edge enhancement turned on (thin white auras surrounding the players), which really degrades an HD presentation.

[adiabatic]

The David Gilmour concert on HDNet last night was horrible. Several big dropouts. the Trevor Horn - Prince's Trust concert a few weeks back had 2-3 nasty events of audio/video corruption.

I'm not sure how you're supposed to recline and enjoy a concert when being jolted by gaps. I've lived with this for a few years now hoping it'll get better but I'm rapidly losing patience. I know this isn't the industry norm because I can download hundreds of captures from other cable providers or OTA sources and they're perfect. No video drops and no sound drops. Why can't Shaw do that?!?

If I had a CD player that played with audio gaps that I'd throw it in the trash. What to do when I've got a $400 cable box supported by $100/mo in subscription fees?

[Roweig]

I too am experiencing audio dropouts and video glitches especially on HDNET, TSNHD, etc. I have been recording “Cheers” since they started to rebroadcast it a few weeks ago. Every one has audio dropouts and video glitches galore. I am considering asking for a generous discount from Shaw. Like maybe a 50% discount until they get this problem fixed. If my car acted up like this I would never make it to work every day. Shaw do something for heaven’s sake! Enough already!!!! I am sick and tired with the sub par performance I am getting from Shaw. Fix this problem or sell your business to someone who is concerned with customer care. I have seen my bill for services go up and up, yet your quality of reception keeps going down and down. Shame on you. Your company is becoming a disgrace, fix this problem!!!!!!!

[spitoon]

I complained via the customer service link on the web page...I got an automated response saying that someone would be in touch with me within 24 to 48 hours...

That was 80+ hours ago.

I've been a cable customer in good standing for about 20 years. An internet customer since 1999, an HD customer for about 6 years, and I'm now a phone customer for the last year or so. I think I've done my part to uphold my end of the agreement...it's time for Shaw to reciprocate. I understand that there are challenges with new technology, but this is not new technology anymore.

I guess it's time to get on the phone.

[spitoon]

Here is Shaw's Reply to my complaint:

Originally Posted by Shaw's Reply

We apologize for the issues you are experiencing with your television reception. Generally, if you experiencing video and audio issues, this will be related to signal degradation coming into the house. If the problem is happening on just one television, we recommend bypassing any splitters to see if the reception improves. If both TVs are affected, and they use separate outlets, we will likely have to book an appointment for a technician to come out and investigate the issue as there are currently no known issues occurring in the area.

[Jetranger]

In 'legal' terms, that's called 'plausibly deniability'. If they don't acknowledge there is a problem, then there simply isn't one until proven otherwise. What a joke.

[hebe4]

Originally Posted by adiabatic

The David Gilmour concert on HDNet last night was horrible. Several big dropouts. the Trevor Horn - Prince's Trust concert a few weeks back had 2-3 nasty events of audio/video corruption.

That's weird, I watched Gilmour's concert and did not detect a single audio dropout with the pace summit. Don't know if a different time slot makes any difference.

[adiabatic]

Originally Posted by hebe4

That's weird, I watched Gilmour's concert and did not detect a single audio dropout with the pace summit. Don't know if a different time slot makes any difference.

Maybe. I forget what time I watched it at. I would expect if the error is caused by the signal distribution rather than from the source that it would be seemingly random.

I'm curious, can someone from Shaw comment on how a channel like HDNet is distributed? Seemingly a network stream is received via satellite or fibre and is then processed by Shaw (compression to fit # of channels/QAM and/or 720p -> 1080i conversion). Does each city process the incoming signal or is there a central distribution of a "cable-ready" feed from Calgary?

[Jetranger]

IIRC, our 'test' group results on this exact subject, while showing some consistencies across the system, showed varying degrees of interruptions in sound, and picture (meaning not everyone had the same problem at the same time, or any problems at all).

I really like your questions for Shaw. Here's to hoping you get an answer.