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SoCalCoxUser

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Friday, January 19th, 2024 6:41 AM

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Channel 806 Heroes & Icons audio not synced with video

For several weeks Channel 806 Heroes & Icons in South Orange County, California the audio not synced with video on my contour boxes with different TV monitors.  Audio is several seconds delayed before the video.

This is the ONLY channel experiencing this problem, of course I've tried resetting the boxes and trying different audio settings nothing resolves the issue.

Sometimes this channel's audio is back in sync for a day then back out of sync.

Is there any resolution planned?

 

 

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2 years ago

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CurtB

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2K Messages

2 years ago

"Heroes & Icons" is a digital multicast television network broadcast as a supplementary service to other stations on their subchannels.  It was made possible by the conversion of analog to digital television which left room for additional services to be broadcast from additional transmitters.  The programming runs on a low budget using archived content.  The audio out-of-sync with video issue most likely originates from the transmission source.  That's why it only occurs on the one channel and on all your TVs.  You're probably receiving content as it was transmitted.  It's unlikely you'll correct the issue by resetting boxes or adjusting settings.  Cox might be able to contact the network and report the issue.  Contact cox.help@cox.com and include your full name, the service address and a link to this forum discussion.    

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SoCalCoxUser

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9 Messages

The problem went away for a few days and now it's back the cox help is trying to say this is my equipment or lines!!!

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2 years ago

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CurtB

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How did Cox communicate with you?  Email? Phone? Chat?  Specifically, what did they say?  Did they try to replicate the issue or contact the broadcast station?   

The problem with reporting issues for this type of channel is that most customers don't subscribe to a package that includes it.  Few customers with access to the channel will be viewing it when a sync issue occurs.  Of those, most won't bother reporting.  In the past, I've noticed Cox has explained issues with a low number of reports to be customer specific.  It's difficult to prove otherwise if Cox can't replicate the issue.

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2 years ago

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SoCalCoxUser

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By email this is the email trail I sent and received today:

 

##-- Please type your reply above this line --##

Hi 

Thank you for reaching back out to us. I haven't seen any other reports of an issue with this channel. I have reached out to our back office to investigate to see if they can reproduce this.  We will update you as soon as we get a reply. 

Greg

Cox Social Media Support

-Greg


Subject: RE: [EXTERNAL] Channel 806 Heroes & Icons audio not synced with video

This issue has nothing to do with my equipment or lines this issues only occurs on one channel 806 H&I and was told by Cox that this was a known problem!

It went away for a few days and returned yesterday, today it’s back to normal!  

Please see this Forum discussion link:

https://forums.cox.com/discussions/tv/channel-806-heroes--icons-audio-not-synced-with-video/150172/replies/150173

 

 

 

 

##-- Please type your reply above this line --##

Hello,

My sincere apologies for the continued audio issue. I understand it's frustrating when the issue is resolved and it comes back. What I would like to do is schedule for a Cox technician to check our equipment and the lines. The soonest I can get them out would be for Monday the 29th between 3 pm and 5 pm or 5 pm to 7 pm .

 

Cox Social Media Specialist

-L.L.

 

Everything was ok for several days now the audio sync problem is back on H&I channel 806! 

Very frustrating!

 

 

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2 years ago

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CurtB

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2 years ago

SoCalCoxUser wrote:

was told by Cox that this was a known problem

When did Cox tell you it was a known problem?

On another more pressing matter... You posted your name and email address in a public forum.  I would strongly recommend you delete all personal information immediately.

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SoCalCoxUser

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Thanks but I don’t see my personal information?  Did you or someone else delete the information for me?

How do I delete this?

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2 years ago

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CurtB

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If you didn't delete the information from the email messages you posted, a moderator did.

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2 years ago

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SoCalCoxUser

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After I followed your first instructions they replied the following by email, apparently the left hand doesn't know what the right hand is doing at Cox help!

On Jan 19, 2024, at 22:04, "Cox Help (CCI-Atlanta)" <cox.help@cox.com> wrote:

I understand there is an audio delay with channel 806. We apologize for this inconvenience. Cox is aware of the issue and is working to correct it as soon as possible. We are working with the broadcaster. In the interim you can tune to another channel and then tune back to the channel if they experience this issue. We appreciate your patience. Are there any other questions you may have that I can address for you at this time?

Sincerely,

Cox Social Media Support Specialist

&#a0;

-LJ

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2 years ago

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CurtB

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Try tuning to another channel and back to fix the issue, as the Cox Social Media Support Specialist suggested.

That email probably came from cox.help@cox.com so all you needed to do was reply with a thank you and tell them the issue cleared up for a couple of days, but it had returned.  You've alerted them of that so there's not much left you can do.  Hopefully, Cox will continue to work with the broadcaster until they fix the issue.  Good luck.

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2 years ago

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SoCalCoxUser

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When the problem is occurring tuning to another channel and back has no effect.

I usually DVR record some old Star Trek episodes on that channel so I don't know the problem is there until I watch the recordings.

I can only hope they fix the problem permanently someday.

Thank you for your quick responses, you have been very helpful!

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2 years ago

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SoCalCoxUser

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2 years ago

Ok I'm happy they did that I will be more careful with future posts.

I do understand this probably a broadcaster issue, I guess it hasn’t been reported to the broadcast provider.

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