Loss of TV signal and video freezing when using PVR

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  • Updated 2 years ago
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We are at our wit's end with the many technical issues we've dealt with and the numerous times we've had repairmen trying to fix our problems related to pixilation and freezing. The most recent issue is when we are watching TV while the PVR is recording another show. The picture will freeze on both the live show and the recording and then start up again a while later causing us to miss parts of the show. Another thing that happens is the words "television signal has been lost" will appear on our screen. It is extremely annoying to miss key parts of a show that is obviously important enough for us to have recorded in the first place. We've put up with it now for some time because we've basically lost hope that we will ever get things working properly, but at the same time feel we aren't getting our money's worth and wonder if switching to Shaw is our only solution. Is there any point in having a repairman come out once again?
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Posted 3 years ago

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Jeremy, Official Rep

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Official Response
Hey Everyone,
Just thought I'd chime in here a bit regarding the freezing, pixilating and audio drops.  First I'd like to say I feel your pain, I too used to experience the same issue, however I discovered that I was actually causing the issue myself and perhaps my experience could help some of you as well.

For any of you that have internet service along with the TV it's possible that your internet connection may be using up a large portion of your available sessions in the RG itself causing some issues with the TV service.  I know this sounds a little techie but let me explain.  Your RG allows 1024 active global sessions.  If you are using the internet and streaming video, gaming or file sharing it's possible those 1024 sessions are all being used up and it can cause difficulties when the TV signal (which uses the same box and path as your internet) to come through clearly and consistently.  In my years of tech support I would say more than half of freezing pixilating issues are caused by this.  Even in the case of my own service this was the case.

"Well what can I do?  Am I not able to use internet and watch TV at the same time?" You may be asking  yourself.  No this is certainly not the case, however you may need to make some adjustments to the program or software you use or possibly how or when you use it.  For example if your file sharing you would need to limit the number of global connections used in that program or set a schedule so it's mostly inactive during your peak viewing hours.  If you have several users in the home and some are watching Netfilx and others are gaming online, you might want to setup to record the 2nd broadcast of the show you want to watch, as they almost always re-show later in the evening.  There is a fancy "Other Times" option when viewing program info in our guide that will show you other times that program shows.

I hope some of this information helps, I know it made a huge difference in my home and I no longer get frustrated from missing key points of my favorite program or having to guess at what was said when the plot is developing.  As always our friendly tech support are always available to help you with these things, they can check to see if you are even affected by this type of issue and help advise how to address it.