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New Contributor
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Is the Contact-Us form even working?
I have submitted a couple of questions about my TV service to Cox using the form at http://www.cox.com/residential/support/contact-us-email.cox and I don’t get any answers. What is the experience of other customers using the contact-us form?
Are these such tough questions, really?
1. After getting intermittent digital channel pixilation and audio stuttering I asked if my cited measures of FDC, RDC, and QAM SNR on the affected channel warranted a service call or were normal. Two weeks later, no response.
2. Nearly a week ago I asked if the rates at http://www.cox.com/residential/tv/prices.cox meant that if I purchased a TiVo Roamio DVR that Cox would install a cablecard in it and the Cox charge would be $1.99 a month plus possibly an installation charge.
I find it so odd that I don’t get any acknowledgement much less any answer to pretty simple questions, especially rate info. I have been a cable customer here for 30 years (with Cox and predecessor companies they subsumed), with wiring and connectors probably older than some of the Cox customer support staff, and I'm just flat-out disappointed.
Health_Edge
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Valued Contributor III
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Have you tried emailing the forum moderators at cox.help@cox.com ?
As for your questions, can't say much about #2, but as for #1, do you have a cable receiver(box)? If so there is a way to get into the diagnostics to check yourself. What model is it? If you don't, there is no way that I know of to check signal quality without being on site with a meter.
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Terry99
New Contributor
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Health Edge, I am aware you can check the signal strength by using hidden menus in the receivers.
For example, the stats I provided Cox were obtained using my Cox DVR, a Scientific Atlanta DVR 8240HDC running Cox's Rovi software. Using the controls on the DVR (not the remote), the keystrokes I used were: holding down "select" plus "exit" on the front panel until "DIAG" appears on the display, then hit "exit" again, and signal strength will be visible under "RF network." That's where I got get things like FDC and Current QAm. (And I've read one should check a number of channels to see what strength is at different frequencies.)
I've heard you can do the same with the cable box -- but for my Scientific Atlanta Explorer 4240 HDC cable box, the keystrokes I read for that didn't work.
-- terry99
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Health_Edge
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Valued Contributor III
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Not to say you can't do both, but could you post those stats here? I can break down what they mean. If just looking for Cox employee confirmation that's fine too.
Found this online. Few years old, but should be relevant:
"1. Turn TV on. 2. Turn off cable reciever. 3. Press select button until mail light flashes. 4. Press channel down button. 5. Diagnostic screen should appear."
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Terry99
New Contributor
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Hey, thanks for the review offer! Does this look OK?
FDC = -14 dBmV
RDC = 53 dBmV
QAM SNR = 32 and 28
Tuner 1: -13 dVmV
Tuner 2: -17 dBmV
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Health_Edge
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Valued Contributor III
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Looks like your FDC is low, and your RDC is a little high. Usually happens if too many splitters between cable receiver and Cox. Do you have any you don't use or can replace or bypass?
Foward Data channel(FDC) = -14 dBmV This is the signal coming into the receiver. This is low. Should be between -10 and +10, but depends on QAM. See QAM SNR below.
Reverse Data channel (RDC) = 53 dBmV This is signal coming out of receiver. Should be between 40-52 but wouldn't cause tiling.
QAM SNR = 32 and 28 A bit more complicated. Basically it depends on what channel your watching and how it's being broadcast. Should between 25-30, which higher being better. The higher the QAM, the higher the SNR needs to be. To find out which QAM the tuned channel is using, see page 4 of FAQ.
Tuner 1: -13 dVmV These are the FDC for the individual tuners. Like above, should be -10 to +10
Tuner 2: -17 dBmV
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Domino
Valued Contributor III
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I'm not surprised he's getting picture problems with those FDC numbers. I would disconnect everything, run incoming cable DIRECTLY into DVR or STB, and see if it's closer to the magic 0dB level. If not, time to "check out" (replace) upstream cabling.
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Jerry
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Contributor II
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