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New Contributor
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Audio disruption and video freezing all channels - sporadic
ALL channels whether broadcast or cable are affected. Audio is disrupted and off and on sporadically through whatever I am watching. The video freezes up as well. This comes and goes and began about a month ago. I have emailed about the problem and since it occurred last summer as well, I actually expected an answer. No answer to emails. Got really tired of holding to talk to someone and gave up after an hour...twice. Tried to reset the cable box through the troubleshooting dealio but was advised that there was probably an issue with my equipment or my account. Equipment is okay and the bill is paid in full as always. What is going on.
Strangely enough, it does not affect the On Demand product.
Becky
+2 more
Moderator
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I know how aggravating it is to try to watch something while the picture keeps freezing or breaking up, so I apologize that you've been dealing with this. It sounds like the signal to the cable box isn't as strong as it needs to be. This could be from something as simple as a loose connection, a splitter (internal or external) at the end of its lifespan, or something outside your house completely--in our equipment.
Make sure that all connections to your cable box are finger-tight. Is there a splitter on the coax connection to the cable box? If you can, temporarily bypass the splitter by connecting the cable box directly to the coax cable from the outlet. If the picture and audio distortion improve when the splitter is removed, you can pick up a new splitter at a Cox Solutions Store or any other retailer.
If there is no improvement or no splitter to begin with, I suggest we schedule a service call so an on-site tech can resolve this for you. My team can schedule that for you! Email us at Cox.Help@cox.com. Please include this post, along with your full name, address, and Cox PIN. We want your services 100%!
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Phoenix
New Contributor
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Having the same problem, and also the guide shows "To Be Announced" for most channels randomly, and some channels say "no signal". Is it in our neighborhood or system wide?
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BTIZ
New Contributor
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Having the same problem. Works fine all day, but then in the evenings, like right now at 8pm Sunday, pixelation, screen freeze, jumps and audio jitter. Happens almost every evening.
its not in the house splitters or cables, if it's fine all day and then not fine during "Prime Time TV".
all this talk about doubling the internet speed, but at the expense of network TV.
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Domino
Valued Contributor III
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Really? By what logic?
If a bad cable or splitter (or connector on either of those) was causing a signal drop that a stronger overall signal during the day could overcome, but a weaker overall signal at night could not, it would match your symptoms exactly. What signal level appears on the diagnostic page at each time?
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BTIZ
New Contributor
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None of the HD channels are viewable today after the storm on Thursday. The Internet is working fine, but the HD TV is toast. Time to call for service.
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ChrisL
Former Moderator
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I would agree that having a technician come take a look is a good idea. The modem is showing elevated transmit and receive power levels which is unusual. Do you have an amplifier on your cable lines by chance?
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