Audio dropouts?

Discussion in 'DIRECTV General Discussion' started by BKC, Nov 7, 2009.

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  1. veryoldschool

    veryoldschool Lifetime Achiever Staff Member Super Moderator DBSTalk Club

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    There is no question about the disconnect between the whole customer service division and the network engineering group.
    The best I can figure is:
    The customer service know little other than "their job"
    The engineering group is completely separate.
    The Field operations division has little contact with Customer service, and little with the engineering group.
    The network broadcast center may fall under Field operations, but I'm not sure they share anything with anyone else.
     
  2. hdtvfan0001

    hdtvfan0001 Well-Known Member

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    I've seen evidence of these things firsthand as well.

    It underscores the need to deal with "the right people" for specific issues. CSR's, for example, would not be the place to expect anything more than scripted error message assistance. Tech Support has more than one level, and engineering has its own hardware-related focus.

    For those very reasons, VOS....I bet you know this full infrastructure better than most when it comes to audio dropout diagnostics. ;):D
     
  3. betterdan

    betterdan Icon

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    Yep, speaking to the right people would be great. I kind of expected to be called by the right people after my email to Ellen, unfortunately I guess Directv didn't take me seriously and decided a guy that could lie to me and tell me I was just dreaming about the problem would shut me up.
    I guess when I replied back again then they decided they could let the cat out of the bag and let me in on the secret of the known audio problem.

    It seems it would have been easier if they took me seriously and just told me there was a known problem they were working on and asked me for some info from the beginning.
     
  4. BKC

    BKC Icon

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    After nine months if they are still in the "gathering info on which channels have the problem stage" we/they are in serious trouble....
     
  5. swans

    swans Legend

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    It is pretty obvious (to me at least) that DirecTV has a problem with the MPEG4 implementation of digital audio from their HD-DVRs to customer's AVRs.

    IT HAS BEEN GOING ON FOR WAY TO LONG!!!

    Either they really don't know what they are doing, or they have a serious flaw in their design and implementation of their HD delivery!:mad:
     
  6. hasan

    hasan Well-Known Member

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    While you work on fixing the communication problems, many of us are intensely interested in providing information to the people who are actually interested in fixing the problem at hand. Some of see this as the key, others are more broadly focused (and have a much more difficult job).

    There are two sets of comments that have surfaced in this thread:

    1. Audio drop-outs, their nature, frequency and any change or improvement.

    2. Opinions about D*'s response to the problem and who deserves our wrath.

    The people that can do something about it, are working on it (for the hundredth time). The other people are D*'s side of the noise issue.

    You, of course, are free to take whatever approach you like. I just don't see such a shotgun approach being the most effective.

    I didn't want the thread hijacked by #2 above, but have no control over it. So, you go ahead with #2, and I'll find another place to discuss the real problem (for me).
     
  7. betterdan

    betterdan Icon

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    I am very interested in fixing this problem. I have tried to report it and was met with resistance. This is a problem that needs to be fixed so that Directv can get more info on the problem. You can try to ignore the customer service problem and say it isn't a big deal while at the same time saying Directv needs more info but that sounds kind of stupid to be honest. Directv has to be willing to take down info about the problem when someone reports it in order for the info to get to the people working on the issue.

    You are free to find another place to discuss this I couldn't care less to be honest, I want Directv to fix the problem is all. If you get upset by someone pointing out that Directv has customer service issues when someone tries to report the problem maybe it is best you leave the thread, I hate seeing grown men cry.

    Now can we get back to discussing this problem and how to report the problem to Directv without having them deny it exists instead of having the thread hijacked by someone telling others how they should react and feel about this problem? Thanks
     
  8. txfeinbergs

    txfeinbergs Legend

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    Directv should at least provide a list of AVRs that are most "compatible" with their system. I don't think Onkyo's and maybe even Denon's would be on the list.
     
  9. hdtvfan0001

    hdtvfan0001 Well-Known Member

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    It may also come down to specific models, not just makes.

    The number of folks with audio drop or similar issues is shrinking since the start...but there are still a few stragglers.
     
  10. Barry in Conyers

    Barry in Conyers Godfather

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    Some things to remember about the audio drop out problem:

    Audio drop outs are not caused by AVR's.

    Audio drop outs are not a channel problem.

    Audio drop outs are not caused by Dolby sound.

    Audio drop outs are not caused by receiver software (with the possible exception of the Hx24's)

    Audio drop outs are caused by the DirecTV mpeg2-to-mpeg4 transcoding process.

    Audio drop outs are a problem that was created by DirecTV and that can only be corrected by DirecTV.


    I am confident that DirecTV knows exactly what is causing the audio drop out problem. The other option is to assume that the DirecTV technical staff is ignorant / incompetent which I doubt.

    I am confident that DirecTV would have already corrected the problem if they knew how to do so without major changes and major $$$$$.

    I HOPE that DirecTV will do the right thing and put customers ahead of short term profit, but the problem drags on and on and on and on.

    Audio drop outs ceased being a technical issue a long time ago. The issue has become the lack of corrective action by DirecTV.

    Just my opinion, YMMV.
     
  11. The Fuzz 53

    The Fuzz 53 AllStar

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    I just got a call from somebody at Directv about the issue. He wanted to know some info about my receiver, but couldn't give it to him since I'm at work. He said he'll be in his office until 6pm Mountain time, and I get home around 6:30 eastern, so I'll call him back when I get home and see what info I can give them. Think his name was Matt.
     
  12. BKC

    BKC Icon

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    Dec 12, 2007
    [​IMG]
     
  13. mndwalsh

    mndwalsh Legend

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    Watched Rescue Me, Penn & Teller, and Hung last night and all had major audio drops. My wife actually asked if we could switch to cable, that is how bad it is getting and the drops are getting worse not better.
     
  14. swans

    swans Legend

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    Maybe we'll get a free "bumper.":lol:
     
  15. mndwalsh

    mndwalsh Legend

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    I always love that one
     
  16. RAD

    RAD Well-Known Member

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    Dripping...
    I recored The Colbert Report last night on a HR24-500 and HR23-700. Both STB's had the same two audio issues at the same place, which again points to issues at DirecTV and not the STB's. I could hear a drop when played through an AVR via HDMI and DD on. When played through a TV it didn't come out as a drop but distorted, almost like the he was talking underwater.
     
  17. txfeinbergs

    txfeinbergs Legend

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    I understand that, but the resulting symptom (not the underlying cause) is more noticeable on certain brands/models of receivers. Let's face it, it isn't like Directv is going to fix it on their end (in a timely manner anyway.) A list of "compatible" receivers would go a certain distance to making a few people happy. (those in the market for a new receiver or with disposable funds)
     
  18. veryoldschool

    veryoldschool Lifetime Achiever Staff Member Super Moderator DBSTalk Club

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    This [yours] seems like a good list.

    1. The only part the AVR plays in this is that some seem to magnify the problem. I wouldn't myself change my AVR because of DirecTV's problem. I'm lucky what I have doesn't seem to magnify them.
    2. Since not every channel has the same problem, I'm completely "sold" it's not a channel problem. Some of this may be due to what the provider is sending. TNT seems to have more of them and are mostly sending "re-runs" shows. They could be sending something less than a "pristine audio track", that is causing the transcoder to dropout. This isn't to suggest it's not still a DirecTV problem to resolve, as they're still our provider and not TNT.
    3. Dolby does seem to be part of this, but it may only be that Dolby code suffers more/first with the problem. As I've seen testing the HR24 Dolby can dropout when the sound doesn't. This seems to point to the duration of the loss. The shortest ones will trigger my Sony to show the blip, but it takes a longer duration to actually have a loss of sound. Again, I'm not saying it's a "Dolby" problem.
    4. All MPEG-4 receivers had this and if it was in the hardware or firmware, then all channels would have this and we'd see it all the time. Since [again] it varies by channel and even by shows, it can't be in the receivers. The HR24s do have a fix coming for "their problem", which will simply bring them in line with all the other MPEG-4 receivers. I was testing the 24 last night and found while "the fix is in", it suffered from the SAT feed dropouts on Penn & Teller.
    5. No question here. Regardless of what the provider is sending DirecTV, they need to be able to give us something that is no worse than what the provider is sending and their MPEG-4 conversion is worse.
    6. In general I agree, but the "created by DirecTV" sounds like this was intentional, which is a stretch for me.
      1. First we had lipsync issues, so they changed the firmware [I'd guess]
      2. Then we had the brriipps, as they tightened up the timing.
      3. Now they've blanked out the brriipps and we have dropouts. In this narrow view, yes, they created the current problem.
    Having them at all still sucks and DirecTV still needs to resolve them. Too bad they aren't something as easy/simple to fix as the receiver firmware is to fix.
     
  19. betterdan

    betterdan Icon

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    :lol:
     
  20. Barry in Conyers

    Barry in Conyers Godfather

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    VOS,

    When I say "created by DirecTV", I am not suggesting or insinuating that DirecTV intentionally created the problem. I am saying that the problem is the direct result of decisions made by and actions taken by DirecTV. DirecTV tested (or should have tested) the Harmonic transcoding system, selected the system, purchased the system, installed the system and operates the system. Harmonic is responsible to DirecTV, but DirecTV is responsible to their customers for the performance of the transcoding system. I certainly don't have any reason to think the situation is intentional, but I also do not have any reason to think that the situation has been addressed in a timely manner (quite the opposite).

    FWIW, I suspect the the DirecTV technical staff can quickly address the problem if they are given the necessary resources and are allowed to do so.

    As a final comment, preventing problems before they happen is much faster, much less expensive and much less aggravating to all concerned than allowing problems to happen and then slapping bandaids all over the place to "fix" a problem that could and should have been prevented.

    Again, just my opinion.
     
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