Milwaukee HDTV User Group

Breaking News => Latest News => Topic started by: Jack 1000 on Sunday Dec 19, 2010, 08:18:54 PM

Title: TWC Please Investigate Intermittent Loss of Picture on Channels 19, 1005, and 1012
Post by: Jack 1000 on Sunday Dec 19, 2010, 08:18:54 PM
I know TWC techs read this board,

Please monitor picture quality on HD channels 1005 and 1012. (Local stations, channel's 12 and 58.) Several neighbors,  friends, and our family, will from time to time get a black screen on these channels.  The problem is very intermittent, but seems to happen most often on weekends and during the overnight-early morning hours between approximately 2-6 am.

The SD versions of these channels on 6 and 12 are not affected.

The signal will than come back, and than 2 weeks later go out again, and it always seems to be at the times indicated above.  I have learned that these stations' frequencies are very close together.  Today, both of them were out at the same time.

I am in the Metro-Milwaukee (Brookfield) area.  Please check these channels regularly to address the issues.  It has been like this for several months.  My older box did this too, so it has to be something on your end.

Jack
Title: problem
Post by: budda on Sunday Dec 19, 2010, 08:54:06 PM
Have a friend who has noticed that any time peak viewing on a local channel. (too many viewers). TW's system can't handle the load. you get freezing or black screen, or massive pixeling. Use an antenna and you will be whole again. Guess you don't need to know how I feel about TW.:rolleyes:
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Xizer on Sunday Dec 19, 2010, 10:09:15 PM
Speaking of Time Warner, not only are they failing at TV, their Internet connections are overloaded as well.

I've been getting less than 5 Mbps all day. I'm paying for 15 Mbps.

This problem has been going on for weeks. During peak time my connection speed goes to ****.

AT&T U-verse, here I come...
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Talos4 on Monday Dec 20, 2010, 12:34:46 PM
Please Wait....

Happens all the time. Not restricted to 2A to 6A.

This channel not available..... Try Again.....
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Monday Dec 20, 2010, 03:26:40 PM
Please note that channels 1005 and 1012 are back on.  Now, can the techs keep them that way?

As an update, PBS-Channel 10 in HD on TWC 1010 is out today.

Sometimes WPXE-HD Channel 1015 will go out or pixiate.  This station seems OK today.

The most unpredictable stations are HD channel 1005 and 1012.  I will try to post probably in the next week or so when they go out again, or when they go out again (and they probably will.)

TWC really should put a 60-90 day watch on the above stations, especially HD channels 1005 and 1012.

Thanks.

Jack
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Friday Jan 07, 2011, 04:04:10 PM
Having pixiation problems again on channels 1005 and 1012.  1005 was out last night.  Tried to record $%!! My Dad Says, and the Recording Log showed "Channel not Available (3)"  I always get this error when the channels are pixiated like that.  Once again, it is ONLY the HD stations of channel 1005 and 1012 that are affected,

TWC should set up indefinite monitoring of those channels.  Their frequencies are so close together, that when one goes out, the other does too, or most of the time, soon follows.

Jack
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: LoadStar on Friday Jan 07, 2011, 06:57:55 PM
No issues here with either channel. I was watching and recording Big Bang Theory, while also recording Winter Wipeout. I had absolutely no picture issues at all. Must be a node issue.
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Friday Jan 07, 2011, 09:22:37 PM
Quote from: LoadStar;56842No issues here with either channel. I was watching and recording Big Bang Theory, while also recording Winter Wipeout. I had absolutely no picture issues at all. Must be a node issue.

It's always one of those comes and go's things.  To TWC's credit, they seem to fix it pretty quick.  I can't watch TV now, but will presume it to be fine.

Jack

PS.  Loadstar, I did not know that you are still with TWC.  I thought you had switched to Dish.
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: LoadStar on Friday Jan 07, 2011, 10:00:18 PM
Quote from: Jack 1000;56843It's always one of those comes and go's things.  To TWC's credit, they seem to fix it pretty quick.  I can't watch TV now, but will presume it to be fine.

Jack

PS.  Loadstar, I did not know that you are still with TWC.  I thought you had switched to Dish.

Nope... can't, for three reasons: in an apartment without a southern exposure, can't use TiVo with Dish, and my apartment complex provides free analog cable.
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Friday Jan 14, 2011, 01:23:05 PM
Channels 1005, 1010, and 1012, out again last night.  They were out for a solid two days!  All other stations perfect.  It keeps coming and going.  Box swaps in the past made no difference and signal strength was good.  This every few months to every other week loss of picture has been going on for the past 4-6 months!

Could someone please contact these stations' level 3 engineering department and also TWC's level 3 engineering department to notify them of these issues that keep coming and going and coming and going on TWC HD channels 1005, 1010, and 1012?

My questions for the techs:

1.) What is it that keeps breaking every month to every other week?

2.) What is it that they do to resolve the issue, only to have it reoccur in monthly to bi-monthly intervals?

3.) Is this a TWC problem with HD with the frequencies close together, or is OTA effected as well?

4.) What are station managers and TWC doing to help stop this from happening again?

(I am not near my TV now, so cannot check this out, but the problem stated, and only on these stations two days ago.)  I am in Brookfield.

Jack
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: ddeerrff on Friday Jan 14, 2011, 01:56:36 PM
Got to be something fairly local to you Jack.  We have had no problem with 1005, 1010, or 1012, and we are also in Brookfield - couple blocks east of BCHS just off Gebhardt.
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Friday Jan 14, 2011, 03:26:41 PM
Quote from: ddeerrff;56879Got to be something fairly local to you Jack.  We have had no problem with 1005, 1010, or 1012, and we are also in Brookfield - couple blocks east of BCHS just off Gebhardt.

Yea,

In keeping with those HD channels on again off again custom, they are back on again today, with no evidence of issue.  I'll give it 1-4 weeks before the pattern repeats again.  It has to be something in my node.  The shortest OK range is about a week, the longest is about 4 months.  

And of course, you can't call Customer Service, because those poor phone reps just say "Reboot the box"  "We'll send someone out."  Someone comes out, that someone swaps the box and two weeks later, the issue appears again.

What does it take to bypass Customer Service?  Box swaps that do nothing to solve this type of issue, to get some level 3 tech guys out to fix problems in the node?  Maybe someone will read this who can do something, and get those channels to stay on.  But I am sure, I will be posting again in this thread about the same old problem with these channels in 1-4 weeks.

Jack
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Thursday Jan 20, 2011, 05:19:16 PM
Quote from: Jack 1000;56882Yea,

In keeping with those HD channels on again off again custom, they are back on again today, with no evidence of issue.  I'll give it 1-4 weeks before the pattern repeats again.  It has to be something in my node.  The shortest OK range is about a week, the longest is about 4 months.  

And of course, you can't call Customer Service, because those poor phone reps just say "Reboot the box"  "We'll send someone out."  Someone comes out, that someone swaps the box and two weeks later, the issue appears again.

What does it take to bypass Customer Service?  Box swaps that do nothing to solve this type of issue, to get some level 3 tech guys out to fix problems in the node?  Maybe someone will read this who can do something, and get those channels to stay on.  But I am sure, I will be posting again in this thread about the same old problem with these channels in 1-4 weeks.

Jack

Well,

Here we are again.  No picture on channels 1005, 1010, and 1012, exactly one week later, after they keep "fixing it."  In keeping with tradition, all SD channels are fine, and all other HD channels are perfect.  

But this time, I Canceled the HD recording of %$! My Dad Says, and rescheduled the series for SD channel 5, recording New Episodes on that channel from now on.

Like I said, my previous box did this too, but this time, I shouldn't miss any more programing.  I'd rather have reliable recordings even in SD content, rather than unreliable recordings of HD content.  And the above is the ONLY time that my box has missed any shows.

Jack
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Thursday Jan 20, 2011, 09:43:07 PM
Turned off power to everything.  Unplugged the box for about 5 minutes (outlet going to surge protector) and back box plug too.  Everything came back on reboot!  Hopefully it lasts this time.

Jack
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Sunday Jan 23, 2011, 12:31:43 AM
Quote from: Jack 1000;56911Turned off power to everything.  Unplugged the box for about 5 minutes (outlet going to surge protector) and back box plug too.  Everything came back on reboot!  Hopefully it lasts this time.

Jack

Spoke too soon!  Pixiation on both channels tonight 1005, and 1012.  Don't want to call because the CSR dolts will just want to do a box swap and they will probably send someone out that will typically find nothing wrong.  (Signals were very good at last service call about three months ago on same issue with different box, and 1052, Fox News-HD, which has since been resolved.)

I am located in Brookfield, about three blocks West of Calhoun Road and about a block and a half North of Greenfield Avenue.  In the Greenfield Heights sub-division.

It is something in the node for sure. I will be recording all of channel 6 and 12 content on the SD channels from now on.  I would recommend very frequent and watchful monitoring of this sub-division for the HD stations in the range of 1005-1016 on the TWC Milwaukee Metro system for this node

Jack
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Sunday Feb 06, 2011, 01:52:37 PM
Quote from: Jack 1000;56915Spoke too soon!  Pixiation on both channels tonight 1005, and 1012.  Don't want to call because the CSR dolts will just want to do a box swap and they will probably send someone out that will typically find nothing wrong.  (Signals were very good at last service call about three months ago on same issue with different box, and 1052, Fox News-HD, which has since been resolved.)

I am located in Brookfield, about three blocks West of Calhoun Road and about a block and a half North of Greenfield Avenue.  In the Greenfield Heights sub-division.

It is something in the node for sure. I will be recording all of channel 6 and 12 content on the SD channels from now on.  I would recommend very frequent and watchful monitoring of this sub-division for the HD stations in the range of 1005-1016 on the TWC Milwaukee Metro system for this node

Jack

Last week or so, we had about a six hour downtime in our node for TWC Digital Phone and Road Runner.  Digital Cable stayed on during this time.

The approximate pattern for the loss of channels 1005 and 1012 usually goes in one to two week increments:

All shows and stations will be fine starting on a Monday and for that first week, sometimes nothing will happen and everything will be fine.  On alternating weeks, we might lose just channels 1005 and 1012, and sometimes 1010 and 1015, and 1016.  In isolated instances channel 7 and 95 will also go out, but the main issue for simplicity is always channels 1005 and 1012.

The outage time begins usually around late Thursday afternoon about 5 to 6 PM after everything has been OK.  I would check station 1005 for the recording of $%My Dad Says and it would be OK at say 3 PM.  Later that Thursday night, I would find out that the show did not record, "Channel Not Available" and channel 1005 is off. (Black Screen.)  Channel 1012 is also always off at the same time, (Black Screen.)

Sometimes the same late afternoon outage will occur on a Friday or Saturday afternoon, presumably at about the same time slot, maybe a little later, let's say approximately 7PM.  When it goes out on Saturday, my Mom likes to watch ABC News between 4-5 am, and always has to go to channel 12 on the SD channel to see it.  None of the SD channels are affected by this process, except in the rare cases of channel 7 and 95.

Particulars for study (See above.)

1.) If channels 1005 and 1012 are lost on a Thursday afternoon or evening, they are generally restored about two days later, as if nothing have happened.

2.) If channels 1005 and 1012 are lost on a  Saturday, service never comes back for those stations until Monday morning or early afternoon. (Like never before 10am Monday.)

3.) The channels never seem to be lost early in the week.  In fact, the issues above happen sometimes each week, and other times on alternate weeks.  For the past three months or so, I have no recollection of going say more than three weeks without issue #1 or issue #2 happening.  I have not been able to isolate whether issue #1 or issue #2 happens more, just weekly to alternate weeks either #1 or #2 will happen.

Rebooting the box.  Level 1's CSR response for solving all the worlds' problems, only brings back the signal for like a day or so.  It does not break the cycle of events indicated by #1 or #2 of the above.

The most recent issue after the system maintenance on Road Runner and Digital Phone last week or so in my node, was that we had issue #1 last week, BUT channels 1010 and 1015  stayed on.  So that was different and some improvement!  Than Monday morning, like I illustrated in #1, all stations came back on.

My previous boxes had the same issues.

Jack
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Wednesday Feb 09, 2011, 03:12:31 PM
Quote from: Jack 1000;56992Last week or so, we had about a six hour downtime in our node for TWC Digital Phone and Road Runner.  Digital Cable stayed on during this time.

The approximate pattern for the loss of channels 1005 and 1012 usually goes in one to two week increments:

All shows and stations will be fine starting on a Monday and for that first week, sometimes nothing will happen and everything will be fine.  On alternating weeks, we might lose just channels 1005 and 1012, and sometimes 1010 and 1015, and 1016.  In isolated instances channel 7 and 95 will also go out, but the main issue for simplicity is always channels 1005 and 1012.

The outage time begins usually around late Thursday afternoon about 5 to 6 PM after everything has been OK.  I would check station 1005 for the recording of $%My Dad Says and it would be OK at say 3 PM.  Later that Thursday night, I would find out that the show did not record, "Channel Not Available" and channel 1005 is off. (Black Screen.)  Channel 1012 is also always off at the same time, (Black Screen.)

Sometimes the same late afternoon outage will occur on a Friday or Saturday afternoon, presumably at about the same time slot, maybe a little later, let's say approximately 7PM.  When it goes out on Saturday, my Mom likes to watch ABC News between 4-5 am, and always has to go to channel 12 on the SD channel to see it.  None of the SD channels are affected by this process, except in the rare cases of channel 7 and 95.

Particulars for study (See above.)

1.) If channels 1005 and 1012 are lost on a Thursday afternoon or evening, they are generally restored about two days later, as if nothing have happened.

2.) If channels 1005 and 1012 are lost on a  Saturday, service never comes back for those stations until Monday morning or early afternoon. (Like never before 10am Monday.)

3.) The channels never seem to be lost early in the week.  In fact, the issues above happen sometimes each week, and other times on alternate weeks.  For the past three months or so, I have no recollection of going say more than three weeks without issue #1 or issue #2 happening.  I have not been able to isolate whether issue #1 or issue #2 happens more, just weekly to alternate weeks either #1 or #2 will happen.

Rebooting the box.  Level 1's CSR response for solving all the worlds' problems, only brings back the signal for like a day or so.  It does not break the cycle of events indicated by #1 or #2 of the above.

The most recent issue after the system maintenance on Road Runner and Digital Phone last week or so in my node, was that we had issue #1 last week, BUT channels 1010 and 1015  stayed on.  So that was different and some improvement!  Than Monday morning, like I illustrated in #1, all stations came back on.

My previous boxes had the same issues.

Jack

Today the problem began Wednesday afternoon with 1005 and 1012 off. Let's see what happens using the above as a guide.  The channels are black now, so we have to watch  channel 6 and 12 in SD.  My guess is it will probably come back Friday morning.

This is a prime example of why I NEVER, NEVER, EVER want TWC to implement an automatically tune to the HD station when the SD channel is selected.  I need my shows as a backup on SD when the HD feed fails!

Jack
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: brewtownska on Wednesday Feb 09, 2011, 03:47:08 PM
Just curious, do you know any of your neighbors well enough to find out if they ever notice the same issues you do?  It's been said various places on this forum that the way to get TWC to truly investigate an issue is if a certain number of people call to complain in the same physical area within a short period of time.

So, if you can find a few other people who have experienced this, maybe you can plan out a day for everyone to call and complain.  Or, even if you don't complain at the same time, knowing it affects multiple people may be enough info to get a TWC customer service person to move you up to a level 3 person who WILL take the info seriously.

You have to look at it from their side - if only 1 person complains about an issue, they have to assume it's a problem with your equipment or line.  But if multiple people in the same area complain, it's probably an issue further up the line.
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Wednesday Feb 09, 2011, 04:14:12 PM
Quote from: brewtownska;57014Just curious, do you know any of your neighbors well enough to find out if they ever notice the same issues you do?  It's been said various places on this forum that the way to get TWC to truly investigate an issue is if a certain number of people call to complain in the same physical area within a short period of time.

So, if you can find a few other people who have experienced this, maybe you can plan out a day for everyone to call and complain.  Or, even if you don't complain at the same time, knowing it affects multiple people may be enough info to get a TWC customer service person to move you up to a level 3 person who WILL take the info seriously.

You have to look at it from their side - if only 1 person complains about an issue, they have to assume it's a problem with your equipment or line.  But if multiple people in the same area complain, it's probably an issue further up the line.

We know a couple of people  to understand that they don't watch enough TV to make a difference.  From time to time, I have heard of other people with the same problems on these exact channels.  

What you said is exactly true.  The more people who call in, the more likely the issue is to be taken seriously.  I learned years ago, that you have to have six people in the same node, to call about an issue for emergency field tech dispatch.  Thing is, we don't know six neighbors! LOL!

Jack
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Thursday Feb 17, 2011, 12:50:47 AM
We had an outage of Cable/Digital Phone/Road Runner today for about 30 minutes in our node.  Maybe this was what was needed to solve our channel 1005 and 1012 problem.  Let's hope this has been resolved!

Jack
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Talos4 on Thursday Feb 17, 2011, 08:15:36 AM
Quote from: Jack 1000;57044We had an outage of Cable/Digital Phone/Road Runner today for about 30 minutes in our node.  Maybe this was what was needed to solve our channel 1005 and 1012 problem.  Let's hope this has been resolved!

Jack

Well I was back to many of my HD channels "not  available at this time" Tuesday night and yesterday.

This morning ALL channels froze then black for about 10 mins. around 5:50 AM. Then returned. I didn't have time to check the channels that were not available recently.
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Thursday Feb 17, 2011, 12:02:30 PM
Quote from: Talos4;57046Well I was back to many of my HD channels "not  available at this time" Tuesday night and yesterday.

This morning ALL channels froze then black for about 10 mins. around 5:50 AM. Then returned. I didn't have time to check the channels that were not available recently.

Let's just hope they are working on the problem, or have an upgrade in the systen for a resolution to the problem.

Jack
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Wednesday Mar 02, 2011, 11:43:46 PM
Just a FYI,

The power company came out yesterday to replace all the drop poles in our area.  We had two hours of downtime for all power in the house.  So if this is somewhat related, or totally related, to the above issues in this thread, time will tell.

Jack
Title: This is ridiculous, TWC!
Post by: gparris on Sunday Mar 13, 2011, 10:41:27 AM
It's not just only my home, but other folks I know of in the area that I have asked, lately, having the same problem in the past week:
There has been pixelation, drop outs, picture and sound breakups on other channels, not just on channels 1005 and 1012.
Other HD channels, such as SYFYHD, some DisneyHD (other subs), other locals, some music HD channels and so on are having these issues, too.
At first I thought it was just my setup, which hasn't been touched as of late, but this has been getting worse on many of the HD channels.

What is going on?

It couldn't be the weather this past week, it has been relatively calm.
While it is true that satelliteTV fades a bit in a severe storm, TWC, but so do your own satlinks, which you feed into the cable system, so you aren't immune, despite your commercials to the contrary; when there are storms in the area, we see it on our HDTV screens, just like satellite.

TWC subs do not appreciate this current mess, so if it continues to happen, those that will leave will do so, voting with their pocket books.;)

- I don't see anyone in this forum complaining about this from Dish or Directv, so it has to be your cable delivery system malfunctioning. :confused:

TWC: You haven't added those HD channels your website keeps telling us about for months, so it's not that, either, nor would I suspect you would add them considering your have probably maxed out the space in your system long ago with that Switched Digital Video mess you had to use for whatever reasoning.

Also, keep your "start over" and other on-demand offerings you brag about, if you can't keep a good signal throughout your system for regular HD channels, okay? :mad:
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Tuesday Mar 29, 2011, 12:50:03 PM
We were out on channels 1005, 1016, and 1012 again this morning.  I think the only way that TWC is going to be able to solve this problem once and for all is going to be an increase of bandwidth.  Anyone know what that would involve?  Other than the obvious of dumping channels 2-99, which are analog, and are taking up so much space anyway. (And most are on the digital tier beginning at 100+)

Their system capacity is currently maxed out, and as no one at least that I am aware of has reported this issue on Dish Network, Direct TV, or U-Verse, this is a TWC problem that has now been intermittent for the past 6-12 months.

Jack
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Xizer on Tuesday Mar 29, 2011, 02:23:58 PM
Time Warner still has millions of customers on analog cable and they are too afraid to say "**** you, get with the program. It's time to join the rest of us in the 21st century you cretins. You will take this digital cable box and you will like it."

They are going to continue to let these analoggers drag the rest of us down until they feel the number of basic subscribers has decreased to be sufficiently small. Many cable operators have been killing their analog offerings including TWC but their Milwaukee market still has a lot of them so I wouldn't expect them to scrap the analog channels in this market until 2012 at the earliest.

They have great incentive to do this, cut off an easy way to steal cable (analog cable is child's play to steal), and free up the massive amount of bandwidth. It's all about getting the old people and poors on board.
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Tuesday Mar 29, 2011, 02:36:22 PM
Quote from: Xizer;57193Time Warner still has millions of customers on analog cable and they are too afraid to say "**** you, get with the program. It's time to join the rest of us in the 21st century you cretins. You will take this digital cable box and you will like it."

They are going to continue to let these analoggers drag the rest of us down until they feel the number of basic subscribers has decreased to be sufficiently small. Many cable operators have been killing their analog offerings including TWC but their Milwaukee market still has a lot of them so I wouldn't expect them to scrap the analog channels in this market until 2012 at the earliest.

They have great incentive to do this, cut off an easy way to steal cable (analog cable is child's play to steal), and free up the massive amount of bandwidth. It's all about getting the old people and poors on board.

Cosign!

Other cable companies have gone "All Digital" for several years now.  I know Cox is one, and it really helps in picture quality.  If the elderly and poor survived the DTV conversion, which went well, all things considered, hopefully there can be some incentive to get them to pay $7.00 a month for a digital box.  Digital really makes a difference.......well...........when it works!!! LOL!

Jack
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Tuesday Mar 29, 2011, 02:41:32 PM
Quote from: Jack 1000;57194Cosign!

Other cable companies have gone "All Digital" for several years now.  I know Cox is one, and it really helps in picture quality.  If the elderly and poor survived the DTV conversion, which went well, all things considered, hopefully there can be some incentive to get them to pay $7.00 a month for a digital box.  Digital really makes a difference.......well...........when it works!!! LOL!

Jack

Some years ago, I read that TWC had at least 80% of its subs on a Digital Box, so I don't know how much smaller they expect that 20% analog audience to get before they go to an all-digital format.

Jack
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: brewtownska on Tuesday Mar 29, 2011, 02:47:27 PM
It's too bad TWC doesn't have people monitoring this site to help with these kinds of issues.  I know over on the Satellite Guys Dish Network forum, there are Dish employees that actually interact with people posting and confirm/deny rumors, fix account issues, and even offer advice ranging from changes to packages to installation help.

I'm just thinking out loud here, but I wonder what is left to do that you haven't already tried that may get their attention to fix the issue.  I'm sure people have suggested getting a higher level tech on the phone to bypass the first line of customer service (I know that exists for Roadrunner, not sure about regular cable issues).

Maybe ask if they offer any diagnostic device they can install on your line or in your neighborhood that would monitor some of this stuff - then they can see for themselves what problems occur.  Anyone know if the TWC digital boxes store any of these kinds of tuning errors and can be retrieved later?  If they can see "yes, there have been 50 tuning errors on channel 1005 in the past month", that might help.

Only other thing I can think of is to call and tell them you want to cancel your service.  Typically they transfer you to someone who asks you what they can do to KEEP your business.  That would be the perfect person to explain your issues to and say you'd KEEP their service IF they can fix your problems.  I'd like to think they get a higher level tech on the line or sent to your house.  Maybe they'll give you a price break temporarily until they can fix the issues???

If they can't at least give you an indication they are TRYING to fix your problem, then maybe you truly start looking for a different service provider.  Sometimes the only way they can gauge customer dissatisfaction is with churn, so leaving would help them realize they are doing something wrong.

Good luck!
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Tuesday Mar 29, 2011, 03:59:06 PM
Quote from: brewtownska;57196It's too bad TWC doesn't have people monitoring this site to help with these kinds of issues.  I know over on the Satellite Guys Dish Network forum, there are Dish employees that actually interact with people posting and confirm/deny rumors, fix account issues, and even offer advice ranging from changes to packages to installation help.

I'm just thinking out loud here, but I wonder what is left to do that you haven't already tried that may get their attention to fix the issue.  I'm sure people have suggested getting a higher level tech on the phone to bypass the first line of customer service (I know that exists for Roadrunner, not sure about regular cable issues).

Maybe ask if they offer any diagnostic device they can install on your line or in your neighborhood that would monitor some of this stuff - then they can see for themselves what problems occur.  Anyone know if the TWC digital boxes store any of these kinds of tuning errors and can be retrieved later?  If they can see "yes, there have been 50 tuning errors on channel 1005 in the past month", that might help.

Only other thing I can think of is to call and tell them you want to cancel your service.  Typically they transfer you to someone who asks you what they can do to KEEP your business.  That would be the perfect person to explain your issues to and say you'd KEEP their service IF they can fix your problems.  I'd like to think they get a higher level tech on the line or sent to your house.  Maybe they'll give you a price break temporarily until they can fix the issues???

If they can't at least give you an indication they are TRYING to fix your problem, then maybe you truly start looking for a different service provider.  Sometimes the only way they can gage customer dissatisfaction is with churn, so leaving would help them realize they are doing something wrong.

Good luck!

I have a Special Request on my account today, but no one called or anything, so maybe, just maybe, someone at TWC is watching this forum.  It's not the issue of getting it fixed.  They fix it, BUT IT DOESN'T STAY FIXED!!!!  I wish someone would tell them about this forum!  Why doesn't TWC want to provide help on a public forum like the competition does, as Brewtown stated above?

Jack
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Xizer on Wednesday Mar 30, 2011, 04:01:24 AM
Quote from: Jack 1000;57197Why doesn't TWC want to provide help on a public forum like the competition does

They do.

https://secure.dslreports.com/forum/timewarnerdirect
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: klwillis45 on Wednesday Mar 30, 2011, 09:13:26 AM
Quote from: Jack 1000;57195Some years ago, I read that TWC had at least 80% of its subs on a Digital Box, so I don't know how much smaller they expect that 20% analog audience to get before they go to an all-digital format.

Jack
That seems quite a high % & even if it is accurate I bet it is  certainly misleading.

I have 2 cable boxes in my house. I also have 3 tvs hooked up with no box.
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Wednesday Mar 30, 2011, 01:23:47 PM
Quote from: Xizer;57198They do.

https://secure.dslreports.com/forum/timewarnerdirect

Thanks!

Will bookmark!

Jack
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: ddeerrff on Wednesday Mar 30, 2011, 02:43:06 PM
The way that dslreports site is set up, it's more of a PM than a public forum.  Other than the thread title, you can't even read others problems.  Don't know how that is really any different than emailing TWC support.  IMHO, it's just about useless.
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Wednesday Mar 30, 2011, 03:06:41 PM
Quote from: ddeerrff;57201The way that dslreports site is set up, it's more of a PM than a public forum.  Other than the thread title, you can't even read others problems.  Don't know how that is really any different than emailing TWC support.  IMHO, it's just about useless.

Yea,

I saw that.  They probably want to keep the communications specific between the user reporting the issue and the tech for a smooth uninterrupted communication.  However, it would be better if others could at least SEE the issues.

But maybe there is sensitive account information in there as well.  In light of this, I think I am going to remove that bookmark.

Jack

PS.  Note that on DSL reports, some forums can be read and responded to accordingly.  I used to go to the Navigator forum over there.  However, certain communities can request "Read Only" or "Write Only" with security, which is the way TWC wants their topic forum for direct tech contact established.
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: brewtownska on Wednesday Mar 30, 2011, 03:52:05 PM
I can personally see some use to that dslreports.com as a way to possibly get another set of eyes to look at a long standing Roadrunner question/issue I've had, so thanks for the link!

In the case of Jack, his issue is more television related, so I doubt the TWC techs assigned to dslreports.com could even provide any help (that's me assuming they only deal with Roadrunner issues on that site).
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Xizer on Wednesday Mar 30, 2011, 05:21:58 PM
lol, dude's been bitching about Time Warner Cable for months and how he can't get in touch with them properly and now that he finally has an opportunity to get some direct support with some techs he won't spend a few seconds to make an account at BBR and post a thread about his problems at a board that Time Warner employees actually read.

This whole thread is one long rollercoaster of fail. :rolleyes:
Title: Signal problems with my location don't discriminate channels anymore
Post by: gparris on Thursday Mar 31, 2011, 07:51:51 AM
Last night , I had severe tearing and breakups on channels 1004 and 1005. Recorded channels had little problem for a time, then pixelation errors and breakups during viewing, so it must be the TWC system.
Just as an experiment, I watched a show with my friend's Directv feed over the phone, just to see what it was, it was TWC's crappy SDV system, as his DirectvHD picture was (as usual), perfect over the hour's show viewing. He asked me if I had weather problems, jokingly, as that is cable's usual "line".
I responded back that I get so-called satellite picture breakups at no extra charge anytime, with TWC. He laughed and then apologized.

-I guess that is why it is called DirectTV, because you don't have to go through cable lines, SDV and other garbage to get your HD signal, huh?:huh?:
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: LoadStar on Thursday Mar 31, 2011, 09:24:59 AM
Quote from: gparris;57206Last night , I had severe tearing and breakups on channels 1004 and 1005. Recorded channels had little problem for a time, then pixelation errors and breakups during viewing, so it must be the TWC system.
Just as an experiment, I watched a show with my friend's Directv feed over the phone, just to see what it was, it was TWC's crappy SDV system, as his DirectvHD picture was (as usual), perfect over the hour's show viewing. He asked me if I had weather problems, jokingly, as that is cable's usual "line".
I responded back that I get so-called satellite picture breakups at no extra charge anytime, with TWC. He laughed and then apologized.

-I guess that is why it is called DirectTV, because you don't have to go through cable lines, SDV and other garbage to get your HD signal, huh?:huh?:

Neither 1004 nor 1005 are SDV channels. Those are clear QAM channels.
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: gparris on Thursday Mar 31, 2011, 01:00:20 PM
Quote from: LoadStar;57207Neither 1004 nor 1005 are SDV channels. Those are clear QAM channels.
Correct...but we were watching the SYFY channel that time. 1004, etc. is the other digital mess TWC has been delivering lately in our area.
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Thursday Mar 31, 2011, 03:07:31 PM
Quote from: Xizer;57204lol, dude's been bitching about Time Warner Cable for months and how he can't get in touch with them properly and now that he finally has an opportunity to get some direct support with some techs he won't spend a few seconds to make an account at BBR and post a thread about his problems at a board that Time Warner employees actually read.

This whole thread is one long rollercoaster of fail. :rolleyes:

OK!  I will plan to put the bookmark back again!

Jack
Title: Bookmark in Place for Direct TWC Help
Post by: Jack 1000 on Thursday Mar 31, 2011, 04:37:18 PM
Quote from: Jack 1000;57209OK!  I will plan to put the bookmark back again!

Jack

Done!

This is the Direct to Tech Forum:

https://secure.dslreports.com/forum/timewarnerdirect

1.) You must first register with a DSL account or log in first.

2.) Other threads cannot be read or responded to issues.  Only the threads you create with the tech conversion can have responses.  This should allow for direct communication until a problem is resolved.

3.) You can get your serial number(s) for you cable box(s) at the My Services section of the website.  You must register for a My Services account before you can use My Services.

4.) Your first post to TWC's Direct to Tech DSL Report forums will state the rules and regulations.  Read them carefully.

Jack
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Saturday May 14, 2011, 05:11:34 PM
An important heads up:

TWC will be making some channel changes to Standard Service channels on or about May 24th.  In the days leading up to and probably following the change-over, due to the past issues with CBS-58 (Ch. 1005) and  ABC-12 (Ch 1012) there will likely be some drop-outs of these stations during typical maintenance hours between 1-5 am.

I will bet the farm that those stations above will be most effected

Sparring the CSR's who won't know about this, and will simply arrange a truck roll for a probable box swap, PLEASE TWC TECHS if you are reading this, put a VOICEMAIL MESSAGE on your Customer Service number during the early morning hours of the system maintenance. And spread the word to your CSR operators about the planned maintenance ASAP.

You should get more information about the channel changes with a new guide in the mail, or at the TWC-Wisconsin Website:

http://www.timewarnercable.com/Wisconsin/learn/cable/navigator/default.html

Scroll to bottom of page, and look for the indicator notice to change in about 5 second increments for "New Channel Lineups."  Click on that for more information.

 Jack
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Sunday May 15, 2011, 04:59:54 PM
After about five months of no problems.  We are back to HD picture fade-outs and pixiation on the following HD channels for TWC in the Greenfield Heights sub-division in Brookfield on TWC:

The following stations are affected.  (Note that the SD equivalents are not.)

Channel 1005-CBS HD
Channel 1015
Channel 1012-ABC-HD

(I have not checked channel 1010-PBS HD, but past history of this issue shows that it goes out as well.)  When oh when is TWC going to expand it's bandwidth to stop these issues that happen almost every time new stations are added?   And it's always the stations above that are affected the most.  Especially with channels 1005 and 1012.  Whenever one of those stations goes out, the other follows.  A reboot of the box provides only a temporary fix, with the problem coming back within two days later,  Please note that other cable boxes that I had did the same thing.  We have had techs out who said that signal levels were fine.  Therefore, the problem is in our node.

If TWC does not expand it's system bandwidth for the summer planned HD channel additions, this could get worse.  If TWC was to drop most of channels 2-99, since they are on the digital tier anyway, maybe allowing only the mandatory public access stations, it would open up a ton of bandwidth and make the HD picture quality better on a consistent basis.  TWC, you need more bandwidth for consistent channel quality on your HD tier, BADLY!

Jack
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Xizer on Sunday May 15, 2011, 09:22:48 PM
Summer planned additions?

Ooh, what channes is Time Warner planning on adding?
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Sunday May 15, 2011, 10:59:07 PM
Quote from: Xizer;57370Summer planned additions?

Ooh, what channels is Time Warner planning on adding?

According to a letter included with my billing statement it says:

Lifetime HD
True TV HD
DIY HD
Crime and Investigation HD
Cooking Channel HD

Than they say more HD is coming later this year.  I am very happy with my current HD line up.  Actually, if this is going to put a strain on bandwidth, I would rather have the focus on a quality picture for those problematic channels above than more HD under an already strained for bandwidth system.

Other areas have or will soon be getting HBO on Demand-HD, which would be nice, but again, only on the condition that we DON'T have to endure HD channel pixiation and blank screens that come and go when new stations are added.

I say, work on those problematic stations and increase your bandwidth capacity first before adding any new stations.

Jack
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Xizer on Monday May 16, 2011, 10:51:15 AM
No OWN HD? Grrr.

Not switching from U-verse until they add it. Only AT&T and Dish Network carry it currently.
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Monday Feb 13, 2012, 03:37:08 AM
Update:

Major improvements over the past several months with a new drop line and replacing a corroded cable.  However, it seems that between approximately 3- 5 am every 1-3 days, we are getting a signal pixiation and picture loss on

HD Channel 1012 (Channel 12-ABC)
HD Channel 1005 (Channel 58-CBS)
SD Channel 7/982 (Channel 41-WMLW)

City of Brookfield-Greenfield Heights sub division.

I can also report that channels 7/982 (duplicate stations) and channel 1005 almost always go out at the same time.  The problem temporarily gets resolved by morning, and than the cycle repeats.

Jack
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Saturday Nov 24, 2012, 04:25:52 PM
Brookfield-Greenfield Heights Subdivision

Is having issues with channels, 1005, and 1012, and 19 with a loss of picture on these stations.  The problem began on Friday, November 23, 2012  A COLD REBOOT OF THE BOX DID NOTHING.

The stations came back shortly for about two hours on Saturday, November 24, 2012 and are gone again.  (No picture.)

Jack
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Friday Dec 28, 2012, 12:46:00 AM
Quote from: Jack 1000;58996Brookfield-Greenfield Heights Subdivision

Is having issues with channels, 1005, and 1012, and 19 with a loss of picture on these stations.  The problem began on Friday, November 23, 2012  A COLD REBOOT OF THE BOX DID NOTHING.

The stations came back shortly for about two hours on Saturday, November 24, 2012 and are gone again.  (No picture.)

Jack

Same issue with these channels tonight, December 28, 20012.  The stations are 19, 1005, and 1012.  Frozen and/or pixiated picture.  Please set up at least a 90 day monitoring of these channels for the Greenfield Heights sub-division in the city of Brookfield.  Thank you!

Jack
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Thursday Mar 21, 2013, 10:17:56 PM
TWC Brookfield-Greenfield Heights Sub Division Update

Picture loss on channels 19, 983, 1005, 1012.

For the past three years, this has been an occurrence in the following stations.  It happens about every three weeks to once a month.  Cold reboots most of the time do not help.  The above stations will be out for 1-2 days, than come back on the third day, going out three weeks to a month later.

The standard definition station equivalents of these stations (5 and 12) don't seem to be affected.  I wonder if system capacity is overloaded?

Please note that channel 7 and 1007 that used to be affected by this temporary outage, no longer seems to apply.

I would like to see on-going signal monitoring of these stations in this area.

Jack
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Wednesday Feb 12, 2014, 04:15:57 PM
This issue has returned and has been an on-and off problem in the City of Brookfield, Greenfield Heights sub division for the past several years.  Box Swaps, drop-Line replacements, signal checks through the years, show things are fine, until the often early morning to afternoon hours.

The above channels in question are:

Channel 19
Channel 1005
Channel 1012


The problems returned a few weeks ago after several months of no issues with these stations.  Please note that it appears ONLY THESE STATIONS ARE AFFECTED.  Picture and sound quality is outstanding on other stations.

The issue seemed to come back as TWC was in the process of adding new channels for the 2014 Winter Olympics.  I think the head-end is maxed out for any new channel adds, and for some reason, the three stations above are always affected.  They go out at the same time, and come back at the same time.  The time that the stations go out can range from several hours to several days.  We than switch to the SD stations (channel 5, and channel 12) which have no issues.

This is the current heads up with these three channels. To emphasize, this problem intermittently occurs within the Greenfield Heights Sub Division, in the City of Brookfield.

Jack
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Sunday Feb 23, 2014, 10:57:13 PM
I found a new Navigator bug,

If you are watching a show where you had been recording it and it had been pixiating, and stops like half way through because the channel craps out, it will take FOREVER for the show to be deleted in the DVR List. (Up to a minute or more.) I know this because for the last six years, despite box swaps, drop pole changes and everything else checking out fine, we have about two or three stations where the HD stations' signal drops out for several hours to a day, only to come back later.

They are our HD stations on CBS (1005), ABC, (1012), and ME-TV (19.) Before the Winter Olympics, those stations were fine for many months, if not up to a year. Since adding channels for the Winter Olympics, the cycle repeats every three days or thereabouts, sometimes it will be fine for a week or more, and sometimes every three to four days. The issue always seems to be corrected rather quickly. I think because we have a whole bunch of SD channels and have NOT been converted to the national line-up that bandwidth may be an issue here.

When the station records a show with no break up, the deletion of recordings is very fast. It only seems to be the above stations that break up with this interval. In previous releases of the software, the speed of deleting a show was slick, whether it was pixiating or not.

Satch
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: gparris on Monday Feb 24, 2014, 07:33:23 AM
In our neighbourhood, HD channels 1004 and 1006 like to go out in the late evening and suddenly reappear as if nothing happened. Channel 1224 and 1225 like to do the same thing but not at the same time the other 2 HD channels do and no one at TWC knows what is happening when I call, or so it seems. All I know is that once I call (sometimes) the channels reappear after I call and complain. Insane.
Title: TWC Please Investigate Intermittent Loss of Picture on Channels 1012 and 1005
Post by: Jack 1000 on Monday Feb 24, 2014, 02:38:30 PM
I can say that those stations, 19, 1005, and 1012 is that they always go out and than come back at about the same time.  Speaking from experience, by the time any service guys come out,  they are working again as if nothing has happened.

Over the years, it seems to be an every few days kind of thing to every few months, but it always seems to be those three channels that are affected.  Trying to pin-point some non-randomness the issues often happen late at night say after 2am often on a weekend, and will last until about mid afternoon or so the next day, or maybe at MOST two days later..  Usually it's this twenty four hour cycle thing.  However, sometimes it can be awhile before the issue happens again.

I think its got something to do with bandwidth.  I am fairly certain that when the free preview Epix Channels get added mid March that I am expecting the drop-outs on channel's 19, 1005, 1012 every other day.  Once the new channels "settle into the system" I think the problem will be less.  I also think the problem will be less after the Olympics when those sub channels for the Olympics go away.  (i.e. duplicates of some NBC stations for easier access in the guide temporarily added.)

Satch

PS. Correction:  I meant the Epix channel free preview coming in March, not Encore, which is a part of TWC Movie Pass. It has been corrected.