New Contributor
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10 Messages
Why do the local broadcast channels keep going down?
And no it's not my TV and yes I've checked the cable connections and yes I've reset my cable box.
Lately the local broadcast channels ** out whenever there's a sporting event (like the Thanksgiving football games) on. It's ONLY the local channels. So if my TV or cables or whatever were bad wouldn't that affect ALL channels?
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ColleenD
Moderator
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1.7K Messages
If other channels are working, I doubt the issue is with your TV. It's possible cables could cause this, or it could be something outside. There are no outages listed in your area. If the connections are tight and power cycling does not help the best thing we can do is schedule a technician to determine the cause and make any necessary repairs. I can set up an appointment for you via email. Please send your account information, details of the problem and a link to this thread to cox.help@cox.com. Alternately, you can also call 703-378-8422.
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alpowolf
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10 Messages
That seems pointless. I'll be stuck at home all day waiting for him to show up--if he shows up. He'll say he can't find anything wrong. Then I get a bill for nothing.
I still don't see how, for example, channels 1007 and 1009 can be messed up, but 1008 is just fine if the problem is on my end.
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ColleenD
Moderator
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1.7K Messages
alpowolf,
Each channel has it's own frequency, which is completely unrelated to the channel's placement in our lineup. It's possible for one frequency or a range of frequencies to be affected, causing you to see a problem on only one or only a few channels.
Our techs are scheduled to arrive in a two hour window, so there's no need to wait all day. You aren't charged for a repair if the cause of the issue is Cox owned equipment or something on our network and we have insurance to help offset repair costs on wiring. http://bit.ly/CoxSPP Let me know how you'd like to proceed.
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Gina_N_
New Contributor
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5 Messages
Alpowolf, you are not alone with your frustration. We have been experiencing stuttering and pixelation on local network channels and some others for the past three weeks. The service technicians have been out twice yet the issue is not resolved. It seems to get worse each time more channels are "converted" to a digital signal. We have been customers for nearly 23 years but the continued degradation of services and increasing costs has us looking to switch providers.
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DustinP
Moderator
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1.1K Messages
Is this happening on all TVs with the same local channels? Is it intermittent? There are some cases that require a follow-up field appointment to work on this trouble and exhaust all possible troubles. We can assist in the next step. Please email us at cox.help@cox.com with your account information and this forum link for us to know the context of the email.
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resetting_modem
New Contributor
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2 Messages
I've been having the same problems for the last 2 months. Been on chats with techs, reset this , reset that, had tech visit set up but got call from Cox and said techs were in the area and solved the problem. 2 days later we're back to same problems.
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DustinP
Moderator
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1.1K Messages
What sort of problems are you seeing with your internet? Are you losing WiFi connectivity, experiencing intermittent issues? Is the modem resetting and do you see the lights going out? Are you getting errors when attempting to connect to the internet?
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alpowolf
New Contributor
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10 Messages
I don't seem to be explaining this well enough.
The signal for local broadcast channels intermittently breaks up or goes down completely. This occurs for both the high def (1004, 1005, 1007, 1009) and low def (4,5,7,9). It can happen at any time but tends to be worse on the weekends.
NO OTHER CHANNELS are affected. Internet service is not affected. If the problem is at my end it's quite peculiarly selective in its effects.
So what is different about the local broadcast channels?
Perhaps I need to contact the local stations and see if they can put some pressure on Cox. Or maybe I just have to give up on Cox and get a OTA antenna for the local stations.
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ColleenD
Moderator
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1.7K Messages
You explained what's occurring just fine. There's an intermittent tiling issue affecting local channels only in both standard definition and HD which seems to be worse on the weekends. There are many things we can do from the office, but checking signal levels at each connection point is not one of them. Addressing this requires a tech to be onsite. Please email me at cox.help@cox.com or call if you decide you'd like to schedule a visit.
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alpowolf
New Contributor
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10 Messages
I'm afraid I'm still having a problem understanding this explanation. The signals have been fine all week; now abruptly at 9:30 this morning they went bad. So my cables/connectors suddenly go bad--only for selected channels--and then just as suddenly fix themselves? I've never heard of cables that do that.
What exactly is the tech going to do?
My concern is that it will go like this:
1) I'm stuck at home all day waiting for the tech to show up
2) The tech says he can't find anything wrong, so he doesn't do anything...at best, it's a gamble that the problem will be occurring exactly when he shows up
3) Tech gives me a bill for a service call
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alpowolf
New Contributor
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10 Messages
As if to illustrate the point, this morning it was bad but now this afternoon it's suddenly fine again. Nice, since I can watch football, but if the tech was here now he'd say there was nothing wrong.
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StephanieA
Former Moderator
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1.9K Messages
The field techs are trained to trouble shoot your issues accordingly and the training is different than training in the office. There is even an escalation process to make sure customers issues are resolved. The work order fee should only be charged when the issue is found to be inside the customers home, customer caused, or customer equipment. If you are charged for a service call and there was no resolution, the charge can be credited back to you. You state how can the cable fix itself but the video services comes to you in frequencies and it is possible for the frequency to be an intermittent issue. It will still require a field technician to come out and find the cause. If you decide to schedule a time, please email me at cox.help@cox.com with your account details and a link to this thread.
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