Welcome to the Spectrum Community

Get answers, share solutions, help your community.

Start here

Intermittent Pixelation on various channels

jlh49jlh49 Posts: 4 ✭✭
in TV Equipment Jul 29, 2020

For the past several weeks, I have been seeing intermittent pixelation on various cable channels. The pixelation lasts for a few seconds and the audio will stutter. I have a DVR and one cable box and the TVs on both boxes are showing the same problem. If I look at the diagnostics in the boxes, they show good signal levels (0 db mv) and good SNR (39 to 40 db). There are days when I don't see the problem and other days when the picture is almost unwatchable. I've had no problems with the internet or streaming channels. When I called Spectrum support, the technician said that my cable drop needed to be replaced. We have underground wiring, so replacing the drop is a little more involved. Before I have the drop replaced, I'd like to ask if anyone has had this problem and was it resolved by changing an underground cable drop?

Replies

  • James_MJames_M Posts: 2,083 ADMIN
    Jul 30, 2020

    Hi,

    Pixelation that is persistent and not resolved by an equipment restart usually indicates a signal issue. Can you post the modem log so we can look for issues on individual channels?

  • jlh49jlh49 Posts: 4 ✭✭
    Jul 31, 2020

    Hello,

    Are you referring to the internet modem? I have an Arris SB6141 modem (my own). Or, are you referring to logs in the set top boxes? (I'm not familiar with how to obtain logs from these units.) The signal levels in the internet modem look good (+/- a few db mv around 0 db mv.) The only log I see in the modem is one that shows the times and dates of specific events (signal loss, reboots, etc.). The internet connection seems to be pretty stable; the problems I'm seeing appear to be only with the set top boxes.

    The numbers I am getting from the set top boxes are from the pages that come up on the TV screen when you enter the box diagnostics from the "settings" menu.

    If you can give me a procedure, I will be happy to supply the information.

    Thanks for your help!

  • James_MJames_M Posts: 2,083 ADMIN
    Jul 31, 2020

    I was referring to the logs on the modem. They will show the signal levels on the connection. Thanks!

  • jlh49jlh49 Posts: 4 ✭✭
    Aug 03, 2020

    Hello James,

    Sorry for the delay. Attached please find a screenshot of the modem signal levels.


  • Julia_RJulia_R Posts: 4,189 Lead Mod
    Aug 08, 2020

    Thanks!


    What speeds are you subscribed to and do you regularly see those speeds? How long had the modem been online for that screen shot? I would like to take a look at the logs as well as that page again after some up-time. See what the FEC reads then. That would give us a better idea if there is ingress on the line.

    Pixelation is almost always a symptom of signal issues, ingress or the like. I suspect a new drop will probably be the solution.


    Julia_R

Sign In or Register to comment.