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Guest Message by DevFuse

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Known Issue: Audio drops and/or pixelation


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17 replies to this topic

#1 OFFLINE   TheGolfBallKid

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Posted 23 July 2007 - 06:05 PM

Sorry to put this in a new thread, but I believe it warranted it. After spending the past 3 weeks w/ audio dropouts and pixelation on National HD feeds (70-79) and working w/ the service technicians via phone, a local tech came out and checked the system today. He was unable to find anything and the issues popped back up again this evening on ESPN2 HD.

Called into Directv via their 800 number this evening and was transferred to service. I spent about 35 minutes on the phone w/ one of their techs, Jamie, and he said a publication was given to the techs on Saturday indicating that there is either a broadcast issue or software issue that is causing the problem. My case was escalated to one of their engineers and they are supposed to be calling me on Thursday to troubleshoot the system again and verify that the issue still exists.

I know this is isn't the most comforting news, but at least there is a recognition by them that something is askew w/ the service and they're attempting to rectify it. I'll post more after I've had the next round of conversations.

In the meantime, for those of you experiencing these same issues (and there's a couple of threads dedicated to it) you may want to call into Directv service and validate that what I was told is indeed the case. This will NOT be an issue of which the tier 1 CSR's are aware to my knowledge. You'll want to speak to the next level of technicians.

Feel free to post any conversations any of you have so that we can determine the validity of their stories.....

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#2 OFFLINE   UTVLamented

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Posted 23 July 2007 - 06:09 PM

Hallelujah!!!!
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#3 OFFLINE   bobcpa

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Posted 23 July 2007 - 07:16 PM

Golfballkid....thank you so much for posting. I had posted in another thread that I thought that DirectTV may know about the problem but that they didn't want to go public out of fear it could affect the sign up of new subscribers. Let's see what happens over the next week or so.

#4 OFFLINE   pdawg17

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Posted 23 July 2007 - 09:07 PM

Great post...I've been having horrible problems tonight with ch. 96 AND ESPN...both have audio hiccups and weird squirmy wormy pixelation...it happens every few seconds so it's very irritating...

UPDATE: I also have the same problems with ch. 74 and 76 (TNT ch 75 does not appear to have the problem though?)

#5 OFFLINE   hoopsrgreat

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Posted 23 July 2007 - 10:33 PM

I listen to Big Tracks on XM often and I get audio droputs all the time.

#6 OFFLINE   Southpaw

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Posted 24 July 2007 - 07:35 AM

Quick ? - do you guys have the 700 or the 100?

#7 ONLINE   Stuart Sweet

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Posted 24 July 2007 - 08:09 AM

HR20-700...

I have had audio drops when returning to live TV after trickplay on MPEG-4 locals since day 1 (Oct 06). I report it with almost every release.
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#8 OFFLINE   w84mike

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Posted 24 July 2007 - 10:21 AM

This problem had escalated for me as well over last week and I, too, was getting dropouts every minute on some channels. I posted about it here and someone suggested removing the broadband converters. I had had those off for the first several months (had the 720 since early September), but had put them back in February when it was reported that it was safe to do so. So I was amazed this past Sunday when I removed them again and the audio dropouts/pixelation all but disappeared - none now in many shows and no more than one in a few shows I've watched since then. So you might want to try removing your BBC's just to see if it helps any. Ironically, I had just received an email from DirecTV advising me to make sure I had BBC's and if I didn't to be sure to order some since they'd be needed by fall. I suppose it's possible that one of my BBC's suddenly went bad, so I just ordered two new ones anyway - they're free.

Hope that helps - the advice to remove the BBC's sure helped me.

Mike
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#9 OFFLINE   THX

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Posted 27 July 2007 - 11:24 AM

Do you think this might have something to do with the fact that the BBC's are shipped in a box that literally bends the coaxial cables 90 degrees? I always thought bends in coax of that nature would doom the cable for sure. If so, maybe Directv has a much bigger problem on their hand with millions of bad BBC's out there. Thoughts?

#10 ONLINE   Stuart Sweet

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Posted 27 July 2007 - 11:38 AM

I don't think that the bend in the BBCs is the culprit here, but I will tell you that the H21 I am testing came with a new BBC which shipped with the cable completely straight. You can look at a picture in the General DIRECTV Discussion forum, H21 First Look.
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#11 OFFLINE   Pluvious

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Posted 27 July 2007 - 01:55 PM

I'm somewhat new to the equipment. What do the BBC's do and why are they needed this Fall?

#12 OFFLINE   Michael D'Angelo

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Posted 27 July 2007 - 02:05 PM

I'm somewhat new to the equipment. What do the BBC's do and why are they needed this Fall?


They will allow your HR20 or H20 receive lower frequencies. The new MPEG4 HD channels will be on the lower frequencies.

#13 OFFLINE   Pluvious

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Posted 27 July 2007 - 02:07 PM

Thx!

#14 OFFLINE   hasan

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Posted 27 July 2007 - 02:25 PM

Do you think this might have something to do with the fact that the BBC's are shipped in a box that literally bends the coaxial cables 90 degrees? I always thought bends in coax of that nature would doom the cable for sure. If so, maybe Directv has a much bigger problem on their hand with millions of bad BBC's out there. Thoughts?


I don't think that is the solution to this problem, but yes, that bend is VERY bad. Couple that with the fact there is nearly no braid coverage in the coax they used to make the BBCs, and you have a formula for certain failure. As Lamont noted, the ones we get for the H21 were in "straight" condition, as was the replacement that I got when the one that came with the H21 was bad out of the box (would pass no signals at all)

I would be VERY CAREFUL about how the BBC connector mates with the HR20. I've seen four of them now that are mis-threaded to the point that it is impossible to get a reliable contact from them. I chopped all mine off and put on high quality compression fittings.

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#15 OFFLINE   UTVLamented

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Posted 28 July 2007 - 03:53 PM

My case was escalated to one of their engineers and they are supposed to be calling me on Thursday to troubleshoot the system again and verify that the issue still exists.



GolfBallKid - did Directv call you back? What was the result?
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#16 OFFLINE   Dave_S

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Posted 29 July 2007 - 01:13 PM

Very interesting. Ever since my units have downloaded 0x168 I have had pixelation and 771 errors on my HD locals. The latest SW 0x17E(?) has not been any better. While the picture is totally pixelated and 771 flashing on the screen I will check the signal strengths and they will be at 95% for both tuners. Hopefully they get this sorted before the NFL season starts or I will be calling them out here daily until it gets fixed or they drop me as a customer.


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#17 OFFLINE   pprather

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Posted 29 July 2007 - 02:20 PM

Very interesting. Ever since my units have downloaded 0x168 I have had pixelation and 771 errors on my HD locals. The latest SW 0x17E(?) has not been any better. While the picture is totally pixelated and 771 flashing on the screen I will check the signal strengths and they will be at 95% for both tuners. Hopefully they get this sorted before the NFL season starts or I will be calling them out here daily until it gets fixed or they drop me as a customer.


I agree. I've had this problem on the HD channels (70-79) on both tuners for some time. Sometimes it's fine sometimes not. I've perfomed signal meter test on the various sats and transponders and always get in the mid 90's or above. D*......fix this F-ing problem.

#18 OFFLINE   Pluvious

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Posted 29 July 2007 - 05:57 PM

I can't imagine the outrage when these pixel problems start to happen durring the NFL.. "He's in the redzone.. going up for the catch!"........zap.




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