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prschaffner

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14 Messages

Issue with signal on Channel 516 TV5MONDE

For the last several days video and audio have been breaking up on channel 516, TV5MONDE. All other channels checked are fine. The issue is most likely with bandwidth on the uplink or downlink in the communications channel between TV5MONDE and the Cox infrastructure. Pursuing the issue through the chat bot and a human agent was unproductive. They just wanted to go down the checklist of restarting and power cycling our equipment and finally wanting to send a technician to our house, which was a total waste of time and effort. This problem with a single channel is clearly a Cox system issue and not local to our equipment. I asked that the problem be escalated through the management chain but have not heard anything back and the problem persists. I would like to hear from others who watch TV5MONDE and any suggestions as to how to get Cox to correct the issue.

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NicholeC

Moderator

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866 Messages

I apologize that you've been having this experience. I was able to duplicate the issue and have sent this over to our video team for assistance. I apologize again for the trouble. We will let you know when we receive an update. 

 

Thank you.
-Nichole

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prschaffner

Visitor

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14 Messages

Glad to hear that you could verify the issue.

Thank you, waiting to hear back.

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prschaffner

Visitor

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14 Messages

@NicholeC​ 

The problem has been successively better and then worse. It is still occurring regularly. Yesterday it went out totally for several minutes. Today just a bit of breaking up now and then. Certainly still not solved.

(edited)

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ChrisJ2

Moderator

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549 Messages

Hi, there. I'm really sorry for the poor experience you've had with this channel. There is no signal issue on either of your cable boxes. As such, I've resubmitted this to our network team in the hopes they can locate the issue. I will update you once they update me here and thank you, so much for your patience with us. -Chris

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prschaffner

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14 Messages

@NicholeC​ 

The problem is somewhat less severe but is still happening consistently. It has never completely disappeared. It has to be a bandwidth issue somewhere between the TV5MONDE source and Cox infrastructure.

(edited)

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prschaffner

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14 Messages

Problems are much worse today. Keeps breaking up, and repeatedly saying Video is not available.

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