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New Contributor
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UP TV Network Glitch (audio and video) in Santa Barbara (not just me)
Just sent the following via email to Cox. Does anyone know of better/different way to try to get this addressed? The fact that it happens at the local Cox Store and not just at my home would tend to indicate that this is something Cox will need to address at the service level. Perhaps with cooperation from UP Network?
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The "UP Network" on channel 226 in Santa Barbara CA is coming into the Santa Barbara area with audio and video glitching. This even happens at the Cox Solution Store in Santa Barbara where I visited to test after noticing the problem at home. It will play fine for a minute or two, but then the sound will pause/hiccup, and sometimes (though less often), the video will momentarily freeze. And, then, sometimes, an even more severe "macro blocking" will take place.
The fact that his happens both in the home and at the Cox Solution Store indicates that this is not a problem with the equipment local to (or in) my home. Is there some procedure for initiating a "quality check" on the channel itself on Cox's Santa Barbara service?
Incidentally, I asked my father in Las Vegas to watch the same show at the same time and he was not able to spot or hear the glitching. So that tends to indicate that this may be a problem only local to Santa Barbara.
Please let me know if there is anything Cox can do to improve the signal coming from the UP Network into the Cox system (at least in the Santa Barbara area). Thanks!
SB-Cox-User
New Contributor
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I should mention. . .I'm so gung-ho about seeing this resolved because I just signed up for TV service again (on top of internet service which is always superb) because UP Network has recently begun broadcasting the 200-2004 TV Series "Ed" again for the first time in over a decade. You can't get it on DVD, or stream it. So, well, I just plunked down the cash for the service, a cable card, and re-outfitted my media center PC in preparation for recording one of my all-time favorite shows, only to have the very channel I needed turn out to be the only one having this problem.
Thus. . . my angst.
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Becky
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Moderator
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I'm really glad you reached out to us! Since this is happening at your home and at the Santa Barbara Solution Store, I'll ask our local video engineers to investigate. As soon as I receive an update, I will let you know!
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SB-Cox-User
New Contributor
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Hi Becky! That's awesome! Thank you for replying and looking into this! I'll look forward to hearing back and hopefully being able to hear and see "Ed" again (the last time I tried on Friday it had gotten even worse, staccato audio, video glitches, and frame jumps!).
Thanks again!
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BrianM
Moderator
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We just received word back from our engineers that this disruption is related to the sun outages that happen around this time of year and can cause short disruptions in the picture/sound on different stations. That is why you were seeing it happen from 2 different locations. It is expected that this will return to normal after March 8th.
Brian
Cox Support Forums Moderator
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SB-Cox-User
New Contributor
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Thank you! I truly hope that it gets better in a few days as reported. Though the 24/7 nature of the problem on channel 226 (in Santa Barbara) makes me wonder how it could be sun-related, I realize that there are non-obvious ways that this could be the case (eg., maybe resources/frequences/channels have been shifted to partially mitigate the sun outages and when they've passed everything can be put back to normal, etc.)
I'll sit tight until the ninth and hope for improvement. Thanks for getting back to me!
Best,
B
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Domino
Valued Contributor III
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Sun outage should only happen for one 15-30 minute window each day as the sun moves behind the transmitting satellite. This is not the failure mode reported by the OP.
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Accepted Solution
Becky
+2 more
Moderator
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Domino is absolutely correct; sun outages should only last between 5 and 15 minutes each day as the sun aligns and moves past the satellite. I'm not satisfied that this is what's happening in this case, SB! I'm going to make sure our video engineers understand that channel 226 is "glitching" all day long and ask them to take another look.
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SB-Cox-User
New Contributor
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Thank you, Becky! Your diligence is very much appreciated.
I hope the video engineer is patient while troubleshooting it. The channel will appear fine for a minute or two, but then be a glitchy mess for three or four minutes. . . then fine for another two. And so on.
This also happened at the Cox Solutions Store. We turned on the channel, and at first my heart dropped and I immediately started thinking about all the things I'll have to check at home. . . but then after a minute, the same things showed at the Store as well.
One other note (though you likely already realize this): The engineer is likely only going to see the problem on the feed relatively local to Santa Barbara. I confirmed with my parents living in Las Vegas that their feed of the same channel is "perfect." I made them watch a full half hour of "7th Heaven!" The horror! =P
I really appreciate your attention to this, your persistence, and your apparent full understanding of why this isn't just an isolated case or problem with my personal environment or equipment. Thank you!
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Becky
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Moderator
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I agree that this is local to Santa Barbara. I actually watched half an hour of the Gilmore Girls yesterday after I read your post!
I'll let you know as soon as I get an update.
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SB-Cox-User
New Contributor
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Hi Becky,
Good news! Since a few hours after your last message, everything has been great. So it looks like your video engineers tracked down the problem.
I wanted to wait a day or two to make sure it wasn't a fluke. But as of now, the picture and sound are perfect. And it's been perfect for a couple days.
Thank you so much for your attention and dedication. Full disclosure: I also placed a call last week (prior to your initial reply) but I get the sense that it was your persistence that made the difference.
Thanks again!
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Becky
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Moderator
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Hi SB,
I had planned to check in with you today, so I'm glad you posted an update. And I'm thrilled to hear that you've had no further issues with channel 226!! I'm not sure what the problem was, but I'll let our video engineers know that they hit a home run.
Please reach out to us if you have any future issues or questions. We're always happy to help!
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