No signal on tv

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  • Updated 2 years ago
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  • (Edited)
Hello,
Since Yesterday Saturday. All my TV are showing "lost tv signal". I counted it going out 5 times every hour yesterday. It continued over night which is then when I contacted tech support. They are coming from 12-4pm tomorrow. And last night when I was speaking to MTS there was some static in background. Unable to judge if that wasn on MTS side or mine. This morning I reset the RG and all Set-Top boxes in the house.   Now I will continue to monitor the issue today. I got people in my house writing down the amount of times it goes down. I am hoping this is resolved tomorrow but if history repeats itself if will require at least 5 more visits. The service is very good with MTS which is why I use them! But I don't have confidence in the field service technicians because they never resolve my issue like last time this happened it required 5 service calls and about 4 weeks. I want to have confidence in them I really do. But it's hard to do that when issues in the past require multiple service calls. Now the bonus for MTS is I haven't had any problems with service since around this time in 2014 so nearly two years of rock solid service and maybe 2 outages in that time. As I always do I am trying to say a negative but the positives are still in this post. thanks, Gordon
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Posted 2 years ago

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Clifford Lewis, Champion

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If you hear static on a voice call that usually means a line problem some where between you and the MTS switch.  With the spring melt a lot of problems start to show up with water coming in the outside plant due to tree  limb rubs, animal damage etc.

Did it effect your internet speed too as well as the TV?  Usually static will cause a speed hit as data has to be retransmitted.

(Edited)
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Just an update:
my service has been working fine all morning until just 10 minutes ago where this problem is happening again.  Thankfully I didn't cancel my service call!  I am not noticing anymore static on the line since I was talking to mts last night.  I am thinking maybe his headset was causing static but it is something I am keeping an eye on.  

I am pretty confident that the issue is an outside cable issue. 

I am just so glad that we have this community forum now as last time I had this issue it was a complete disaster.  I kept getting the run around from department to department.  

An FYI to anyone who wants to read my experience from 2014 here it is. http://www.digitalhome.ca/forum/193-mts/206801-mts-service-issues.html
(Edited)
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An update:

Since 7:30 my pvr box has lost signal completely including all pvr recordings. How ever live tv is working on all other tvs.

I am wondering what caused this issue. I do hope it's resolved tomorrow though.

Gordon
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Amanda, Alum

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Thanks Gordon, keep us posted on what the field service technician says.  I agree with Clifford that it sounds like an issue with outside wiring. Sorry it took so many visits in 2014, sometimes these things take a few tries to get them fully resolved.  Fingers crossed we get it fixed for you quicker this time! 
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No live tv on the PVR box or PVR recordings makes me wonder if the PVR unit has stopped working.
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I agree that its probably not an outside wiring issue now that the PVR box has gone Bork. 

Not going to be good if the MTS tech replaced the PVR and the family looses all the un-watched recordings.
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If this turns into another PVR failure with lost recordings it would again emphasize the importance of getting customers access to streaming apps like Global Go as they are perfect supplements to a PVR. Also with reports starting to come in about failed PVR units and their age at around 6-7 years now as a customer I am very concerned this turns into a much more common and widespread issue.
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I am sure that MTS is concerned too if there is a failure trend coming as truck rolls and hardware replacement are costly to the bottom line
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Well the tech was here today. He thought it was the RG box. So he replaced it and gave me his cell number to call if any more issues. Which after he left around 2 hours later the pvr recordings on all other tvs wasn't working I called him he re botted all our boxes remotely then with in 5 minutes he was here and they all were working. He didn't think it was pvr so If any thing else happens I will call his cell phone directly. Thanks
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Update:

Had more signal issues. I called his cell phone at 7:00 he called me back to schedule an appointment with him on Wednesday afternoon but wanted to swap out pvr so he just came and did that. He told me to keep an eye on it from now till then. The next step if it's not resolved his to look at the pairs. Thanks
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Another update:

I discovered that the new pvr box was only provisioned for small hard drive when I was suppose to have a 500 gb one. This time because it was late and I already called the field technician 3 times today I thought I would call MTS tech support. He rebooted box on his side - still showing 37 hours HD and 96 hours SD so he had me perform factory reset. After factory reset no change. The tech then contacted his supervisor and they had to send a provision request so they reset it twice on MTS side and finally have 333 hrs and 45 minutes SD and 129 hrs and 12 minutes SD. Call took a total of 45 minutes from waiting for tech support to answer which took about 10 minutes which isn't to bad considering its 9 pm at night so about 35 minutes talking to the agent. Very knowledgeable and friendly guy.

I will continue to update this thread as this continues.

Thanks,
Gordon
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Glad to hear he was nice enough to come back like that. So was your previous PVR the 500 GB, or did you just decide that you wanted to unlock the extra space today?
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I have had 500gb since day 1.
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Is that new that MTS techs give their phone number and managers phone number on a paper before they leave the customers home?
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Hi Gordon, it is new!  About a year ago the field service installers started to leave a sheet with their number and their managers number for the customer.  This is for situations like yours where an issue pops up again within a the next couple of
days so that we can get the same person back and to see it through to completion/resolution.  Thanks, Amanda
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I'm very surprised the new PVR didn't automatically format to 500 GB. Glad to hear that got sorted out, though.
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Update - March 23 2016.

 At 3 pm I get a call on my cell phone from the MTS technician.  Unfortunately I am on my way to school so I cannot be here with him but someone else in my household was here.  He told me on the phone that he is sure that the problem is with the pairs on the MTS equipment on the next street,  He then does some work there.  around 20 minutes later he comes and replaces the Pace Gateway a second time just to be on the safe side.  I come home from school around 8PM re hook all my devices up to the new Wi-Fi code and tvs so far have been working great all evening.  cross fingers that this fixes up all the problems.  In all Great service by this technician.  He went above and beyond for me.  Which Im sure all the technicians do for their customers.  

Thanks,
Gordon 
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Update March 24 2016

24 hours later and services have had no problems! I did send the MTS community email address my gratitude to the technician and the people on this forum. I am really grateful for all the employees on this forum/Social media and the members that assisted me. Reasons like this are why I am proud to be an MTS customer. I know concerns come up from time to time but most of them are resolved quickly and efficiently.

Thanks,
Gordon
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Thank you for your comments and your commendation email, Gordon. :) 
They're much appreciated! 

Tennille 
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Update March 29 2016,

I'm at odds end with this issue. This morning my tv started saying signal lost again 3 times in a half hour. And once yesterday.

I am at this point kind of feeling hopeless for this situation. Just to clarify Residental gateway replaced twice, pvr replaced once and the technician put me on new pairs last Wednesday.

I have left a voicemail with the tech but am awaiting to hear back.

What could be next steps to look at. Phone and Internet working fine.

Thanks,
Gordon
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Hello Gordon, 

Thank you for the update. We noticed that you're speaking with technical support on Twitter, so I'll let them continue that conversation on our end from there. Of course if anyone else has suggestions for you from the community - then they can chime in here. :)

Tennille
(Edited)
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Thanks Tennille!
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Other than changing the pairs was anything with the inside wiring tweaked or changed ?
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Just the RG and pvr box. What else could it be inside?
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Bad inside wiring. I have seen inside wire nicked by a staple during installation or damaged when pulling in the subfloor wall get nicked and  do funny things.  Even the field made RJ45 plugs if they are not crimped just right can cause intermittent issues.
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Hmmm that's interesting to know. I didn't know that. I just know that any kind of issues i have little patience for I just hope that this is resolved soon. I will continue to give MTS time to fix it because I really like the service but if they can't resolve this then I sadly might have to switch to Shaw for tv. I just need a service that works and me not having to babysit it. I'm willing to let them do what they have to do though.
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Do you still have cracking / popping on voice calls since the pair was changed?

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I only noticed it that one day while speaking with MTS technical support. I think it was his headset. I haven't noticed anything at all but mind you I use my mobile phone more often and the Internet seems to be working fine.
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Update: Twitter support have booked another service call for 8-12 tomorrow. MTS also put in a ticket for the test centre first so we will see what happens. This issue really irks me because it appears fine when the tech is here.
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As mentioned previously it could be an inside wiring issue.

Heat can be horrible to wires. This could include running a cable from the wall outlet under a baseboard heater to the PVR, running from the gateway to the wall in a hot air duct (now a code violation but wasn't always) or even running a cable under a carpet.

A tech on a site visit, to my understanding, should have the equipment necessary to perform cable tests on the inside wiring. That said, a possible short term fix is to change out the cabling between the PVR and the wall if possible. Normally the wiring inside the wall is considered "good" unless there is a known issue.

One other issue that might be at play is look at the wire into the PVR is the end square (Ethernet) or round (coaxial)? Having dealt with both types of cables and MTS Ultimate TV I would strongly recommend Ethernet cabling whenever possible.

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And if its factory made cables so much the better.  When I had MTS TV first installed the tech had to make the cords up and had a problem with the crimp at one end and had to remake it.
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Well my other set top boxes are wireless , so It can't be a cable issue in those Tvs as the only cable is the hdmi cord on those Tvs and my pvr uses Ethernet cable.
(Edited)
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Not sure on the wireless side but the wired side all the set top boxes effectively run from the PVR. If the link between the PVR and the gateway is bad everything else can be bad too.
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I'm pretty sure it's the same CoryB. I will keep you all posted on this saga.

Regards,
Gordon
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If the test center is involved I would not be surprised that sometime before the appointment they will schedule a mechanical line test to see if anything shows up weird on your existing line and they will let the tech know.
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The test centre is effectively doing a similar cable test to make that the site visit tech should do with the inside wiring. These might not give to an exact cause but they would either give a cause or strongly rule out a wiring issue.
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Update: March 30 2016 - 12:40 am


Service has appeared to be working normally this evening. I have asked family members how it is working and they said no issues but as it happens intermittently this is normal behaviour for it to be good for a while. I will still be waiting for the technician in the morning. I have decided and advised my family members that I am giving MTS 2 more weeks to resolve the issues then if it's not resolved I will be switching my tv service over to Shaw.


I am trying to give MTS as many chances to fix it as possible and I would hate to have to quit the tv service but I will be keeping the Internet and home phone with MTS as well as the 2 cell phones in my house as they all are working good.


I don't feel it's reasonable to pay for a tv service that works 75 percent of the time and then have issues that keep happening. A few glitches here and there like weather okay... I understand... they happen but the amount of times it's gone down is unacceptable for me as a customer and it's not something I want to keep dispatching technicians for so I will keep the other services that are working.


I have been very satisfied as tv has been rock solid reliable up until a week and a half ago. I really do hope to keep all MTS services but there has to be a limit to amount of times it goes out for and I am still giving MTS 2 more weeks so I hope that they are able to pinpoint the cause and resolve the issues.


Regards,

Gordon
(Edited)
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Update March 31/2016

Technician that came yesterday had to reschedule after he was here for a bit to get some advice from his supervisor/other technicians as he said everything from the line stats looked pretty steady from the tools on his computer.

He came back today and said he's kept an eye and pushed a firmware update to the RG to clear up any line issues that could of happened.

He then installed a new line from the RG to the PVR box and said that this should resolve the issue as that's the only thing that's not been done. He said if any more issues then it could be more on the network side of things as everything is new on my side.

So keeping fingers crossed that the issues are resolved once and for all.

Regards,
Gordon
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Update April 1 2016 6 pm,

I was watching live tv and again" television signal has been lost." I am personally at my breaking point with this tv service and I have lost all hope that it can be resolved. I have yet to reach tech support and I don't even know if I will right now all they are going to so is dispatch another technician. While they are friendly and determined to try and resolve the issue I don't believe the problem is with my house anymore and a network issue but I don't have the energy to keep contacting MTS to have it fixed and wasting another day waiting for a technician to come. Any further things that can be checked / done? I don't want to have to give this service up but I need a functioning service.

Thanks,
Gordon
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In your previous post you say the tech changed the line from the gateway to the PVR. Depending on how the house is wired that could be one wire, two wires, three wires or in some really oddball setups even more. Anytime between the gateway and PVR the wire plugs into something that isn't the gateway or pcr you add one extra wire. The PVR wiring is identical to office computer networks. Normally if there is an issue the wire between the computer (or PVR in your case) and the wall is changed but the wire inside the wall is assumed good.

Did the tech last time have tester and check the quality of the internal wiring?

One other question, I know it's not convient or easy to test but any chnace you can setup a TV and chair near the gateway, move the PVR unit close enough to be touching the gateway? Basically the shorter the cable between to two units the less likely it is inside wiring . also with them that close it is easy to swap wire pairs. I know it isn't reasonable to expect customers to try troubleshooting on their own but if you want an answer it can help narrow the issues.

Final question, I haven't seen it asked and assumed the answer but think it might bare asking: does it always happen on the same channel? Also is in impacting scheduled recordings?
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Hello CoryB,


The pvr is the only direct connection as the other tvs are wireless. And yes the tech was looking at the internal wiring I don't know if he tested with any special equipment or not and he said they looked good.


I noticed it happening on channel 16 on Tuesday at noon twice then just after that channel A&E SD channel I don't recall that exact number right now, then at 6 pm today on Channel 16 weather channel.


I did notice pixelization on a one recordings before on peach tree HD recording but I'm unsure if it was related.


I am also thinking today's problem could be due to weather but I am not sure.


Also I just noticed something interesting and maybe unrelated but past week or so when all 3 HD streams are running my 25mbit connection goes to as low as 11mbps. I then stop all recordings and my connection goes as high as 25mb I even hit 26 once today.


I might just keep this on here for now and let the moderators look into it I won't call them tonight but will have to see if I have time later or weekend.


Thanks.

Edit:
The one thing I did notice right at 6pm my iPhone did a backup to ICloud. I don't know if that is any helpful information. Just to note incase anyone asks. I don't torrent, I have 1 desktop computer which been off for a few days. 2 iPhones, 2 iPads and a blu-Ray player then once in a while a 3rd iPhone when my friend comes over. And a hp wireless printer.
(Edited)
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This is my current speed test with 3 hd streams going
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Well, MTS will be coming again April 11th 2016 because they insist it's "inside issue". So we will see.

Gordon