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Loss of local CBS and BBC America

Last night I noticed my local CBS station and BBC America were both showing 'unauthorized' when I tried to view them. I have the Silver package. 

I worked with support (Chat) this morning who walked me through resetting my cable box while they reset some things on their end but I'm still unable to get to those channels. The support person suggested we'd have to have a technician come by to figure it out. 

 

Has anyone seen this recently?

4 REPLIES

Re: Loss of local CBS and BBC America

I have had LOADS of trouble with the CBS channels (1200 and 2), and I'm getting sick and tired of it.  They go completely black, or continuously freeze, pop in and out, get stuck, or stop broadcasting altogether.  This has been going on for a couple of weeks.  I did a reboot on my cable box 3 times in the past 2 weeks and it's still happening.  These two CBS channels are the only ones doing this.  Something is wrong, and it's not our equipment.

Trusted Helper

Re: Loss of local CBS and BBC America


Brenda1 wrote:

I have had LOADS of trouble with the CBS channels (1200 and 2), and I'm getting sick and tired of it.  They go completely black, or continuously freeze, pop in and out, get stuck, or stop broadcasting altogether.  This has been going on for a couple of weeks.  I did a reboot on my cable box 3 times in the past 2 weeks and it's still happening.  These two CBS channels are the only ones doing this.  Something is wrong, and it's not our equipment.


Correct,

 

It is NOT your equipment.  You either have a signal issue from your drop line, an issue with the main tap on your street, or a problem with CBS in your node.  If you have BBC in your package, you should be getting that as well.

 

Set up a signal and drop line test.  Most importantly, DO NOT reset your boxes or modems for at least six hours prior to your service appointment.  The tech needs to see the error codes and an equipment reset will put the codes back to zero.  Any customers who are having loss of channels, such as CBS/BBC should follow this advice.  Please tune to the problematic channel(s) when the tech is there so that he can take a signal reading.  A box replacement will not help!  I hope that the tech is good enough to know this.

 

If your signals and lines are good and you want faster service on this, set up a Twitter account or log into your Twitter account and follow the @AskSpectrum account.  Each of you will need to provide the following information in a Direct Message (Private Message) to Spectrum:

 

  • The fact that you have had loss of picture on the channels in question for weeks.
  • You had techs out who said your box is fine, drop-line is fine, and main junction box is fine.
  • Request that this information be expedited to tier 3 tech support and that Spectrum needs to open up a support ticket for the issues with the channels.
  • You will also need to provide your address, phone, and account information in the Direct Message.
  • Have the @Ask Spectrum Twitter personal provide you with a support ticket so that you can communicate about the progress of the issue.
  • Give Spectrum five business days to process this information.
  • When this gets resolved, request a service credit for the downtime.  Allow ten business days for the processing of this service credit to your bill.

 

Satch

Established Sharer

Re: Loss of local CBS and BBC America

Also walk your home's coax cable, and look for frayed cables, corroded cables, un-terminated "extra" outlets.  Unused outlets should be terminated with 75 ohm resistors (F-Type Connector).  Check behind wall plates for loose connections.  Everything should be a bit more than finger tight.

 

It's either a degraded cable or component (in your home our out in the street), ingress from broadcast television, ingress from cell phone towers, or a combination of the above.

 

 

Re: Loss of local CBS and BBC America

Wow!  Thank you for such a thorough and prompt reply - I was, in fact quite surprised!

 

Now, how come TV Land (channels 85 and 121) won't come in??   The screen is just black. No picture whatsoever.

You know, the rest of my channels/package are just fine!  No issues, great picture, luxury of watching the same 'channels' on different Spectrum channels, On Demand - everything works fine.  But these intermittent channel outages are frustrating!