Question about Macroblocing/Tiling

[VxWolfxV]

I've had Bright House Techs out multiple times to try and fix this issue i've been having with Macroblocking/Tiling.

What happens is that sometimes the picture will break-up and the sound will stutter. There are various degrees of severity, sometimes it only happens once and other times i just have to turn off the TV and go away because it is unwatchable. Sometimes the picture just drops to a black screen for a few seconds before returning.

I have a Scientific Atlanta 8300. On the diagnostic screens i get the following numbers (when things are going bad):

On page 5/39 under Current QAM

Level: -1 dBmV
S/N: 36 dB
Seconds: 1638
Corr Bytes: 109388
Uncor Bytes: 59425
Errs Avg/Inst: 67 / 14944

That is just a snapshot, its not like that all the time. When it is going bad that is usually the numbers i see.

As i mentioned before i've had many techs out. They were all great and did what they thought would fix the problem. In total i think they've replaced all the caps on the cables in my house, replaced old splitters, removed un-needed boosters, replaced cable from road to house and replaced cables in the ground from the next box down the road to the box next to my house.

The past two times they've come out they've acknowldged my problem but basically said "We don't know". One said he'd have his manager call, but never did. The other mentioned someone else, but nothing came of that.

The problem still continues and i no longer know what to do. I was hoping someone here might help me along.

Thanks

 

[Khandurian]

1. Replace box (probably already done that right?)
2. Replace all the lines including the one coming to the house.
3. When all the lines have been replaced, make sure all new splitters are put in and not reused.


Once all this has been done, then the problem resides on BHN side. This could be any of the following

1. Bad Tap (where your cable is connected to)
2. Bad Main Line (common problem if its aerial is squirrel used it too many times to sharpen his teeth)
3. Bad line amplifier.


After reading closer, I see that you have a new drop. New line from tap to tap. You mention new "cap"? is that the fittings your talking about? I see you also mention they put in new splitters too. Heres what I would do as a temp situation to see if the problem goes away.

Get a LONG piece of cable and lay it on the ground all the way out to the new splitter. Is this outside the house or in the attic? Either way, run a new piece of RG6 cable. Its gonna me an inconvenience for a day, but this will help eliminate if the lines in the walls or running outside are good or bad.

If for that 24 hour period the problem is gone, then you now know the line in the wall is bad. If it still does it, they have a flaky amplifier somewhere on that node. Talk to your neighbor, see if they have a box and ask if they are having that problem.

Keep us informed!

 

[VxWolfxV]

Sorry if my terminology is not correct. Is a "tap" the box that is out by the road and has the line that runs to my house?

Also, i have more info that may or may not be relevant. I also have internet via Bright House, so on the side of my house there is a splitter that splits the line from the road into two lines. One goes for the TVs and the other is dedicated to the cable modem.

Sometimes when my TV is stuttering really bad my internet does disconnect. This leads me to believe the problem either lies at that splitter outside the house or somewhere before. Would i be right in assuming this?

Edit: Also, Bright House did not replaces the boxes (i have two, forgot to mention that in first post) because i guess they thought it unlikely that two boxes would be having the same exact problem. One of the techs did try a new box in one of the rooms, but i guess saw something that indicated the problem remained so he didn't bother keeping the switch or switching the other one.

 

[The Insider]

Yes more then likely with internet and TV going out, and a new drop already installed the problem is on the main lines.

Several issues could be to blame, but they need to send a maintence tech out to resolve it. however there is little you can do to have that happen, you must call for a service call to have a service tech come out and he has to transfer the job to maintence. Probably the easiest way would to to get your problem "escalated" to the priority/field support specialist department. If you have had several trouble calls tell the call center rep that you would like the job escalated to a priority tech or a field supervisor. If they give you a hard time tell them your next call will be to the BBB or the local news. (that usally freaks them out). (You probably will not even have to make the threat but it works with any company to make sure they know you mean business)

Once they send the priority tech out, explain to him the problem and what has been done. Also if you know any neighbors who have cable talk to them see if any have the same problems it may help in finding a "common point" for the problem.

Hope it helps, when problems like your arise its always a pain, because when the techs come it could be working great and showing no signs of problem. Its really hard to find, when no problem is happening.

 

[tim tim tim]

if you have had several attempts i would just request a lead to come out. They will usually monitor your system and can check other homes in the area as well to see if its iscolated at your house of if its a multiple home issue. Deffinatly call them back out though

 

[VxWolfxV]

I requested Bright House come out again. I tried to request a "field supervisor" or "priority tech", but they said they have no such designations. She also said they are unable to schedule lead techs and having them come out is up to the regular tech that comes out. I will ask the tech for a lead tech, though, and tell him that it might be the main lines.

 

[jcarrera]

How many times have they been out so far? And all they will do is send the same level person who hasn't been able to fix it before?!

Oh, forgot. This is BHN. To them, this makes perfectly good sense.

 

[VxWolfxV]

How many times have they been out so far? And all they will do is send the same level person who hasn't been able to fix it before?!

Oh, forgot. This is BHN. To them, this makes perfectly good sense.

I've lost count, i think maybe 8-9 times they've been out including today. The guy today said he saw nothing wrong in the house and only replaced a couple of old caps in the attic. He said if the problem remains to keep calling and they'll have maintenance come out and look at the main lines.

 

[Khandurian]

With the additional information, yes, your problem is the main line on the road. What you will need to do now, is call up (ya i know again?!), when you talk to the person on the phone, politely tell them, "I'm sorry you cannot help me, I need to speak to your supervisor"

You should then get put on hold and get the supervisor on duty at that time, explain to the supervisor that you have had 8-9 techs out and the problem is still not resolved. The problem does not exist on the lines in the house. When my tv pixelates, I also lose internet. "

Basically what needs to be done is a "line sweep" in your area. They will be able to determine where the problem is and get it fixed quickly.

 

[VxWolfxV]

So they came out again today for an outside only inspection by a lead tech. They looked at a couple taps, left, then came back and worked on a single tap and left again without saying anything.

I didn't have time to call to get an update as to what they did so i sent an e-mail and got the following response:

We did see in your account that we were coming to your home to do a
sweep of the line. This means that we would look further down the line
to make sure all is up to specification. In contacting the technician we
did find the issue and it has been fixed.

So it would appear they did find an issue when they did a line sweep and fixed it. Since then i haven't noticed any pixelation in the short time i've had to watch.

 

[Khandurian]

Glad we were able to help!

 

[VxWolfxV]

Yes, thank you all for the help in getting this fixed! It was beginning to drive me insane.