Forum Discussion

SoCalCoxUser's avatar
SoCalCoxUser
New Contributor
10 months ago

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 befor...
audio sync
  • CurtB's avatar
    CurtB
    10 months 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.    

CurtB's avatar
CurtB
Valued Contributor III

"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.    

SoCalCoxUser's avatar
SoCalCoxUser
New Contributor
10 months ago

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!!!

  • CurtB's avatar
    CurtB
    Valued Contributor III
    10 months ago

    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.

    • SoCalCoxUser's avatar
      SoCalCoxUser
      New Contributor
      10 months ago

      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!