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Cable Box tv response to remote slower than a snail

The front of a cable box display was going out so we took the box in and obtain  a brand new box. I hooked it up and plugged it in. For the last four days the cable box has been at no to a snail pace at responding to anything that is pressed on the remote control. We even has a tech come out to the house and spent over an 1 hr and 30 minutes and could not resolved the problem. We even went out and brought a new TV and the lag in response from the remote to the box is still there. 

 

We have changed the batteries in the remote, have the tech come out and swap out box and remote,  check the cable wire, and service speeds, and have replaced the television. We have even tried changing locations of the box in the room, thinking objects were blocking the signal. Any ideas what is causing this lag in response? 

 

Background information: this room as had cable in it for many years with on trouble before. The other three rooms that have cable boxes have no issues at all. this one room has the problem. 

 

  1. ZIP code 90601
  2. Single home
  3. The services subscribed Internet / TV /
  4. Arris cable box 

 

2 REPLIES 2
Trusted Helper

Re: Cable Box tv response to remote slower than a snail


@yayacow wrote:

The front of a cable box display was going out so we took the box in and obtain  a brand new box. I hooked it up and plugged it in. For the last four days the cable box has been at no to a snail pace at responding to anything that is pressed on the remote control. We even has a tech come out to the house and spent over an 1 hr and 30 minutes and could not resolved the problem. We even went out and brought a new TV and the lag in response from the remote to the box is still there. 

 

We have changed the batteries in the remote, have the tech come out and swap out box and remote,  check the cable wire, and service speeds, and have replaced the television. We have even tried changing locations of the box in the room, thinking objects were blocking the signal. Any ideas what is causing this lag in response? 

 

Background information: this room as had cable in it for many years with on trouble before. The other three rooms that have cable boxes have no issues at all. this one room has the problem. 

 

  1. ZIP code 90601
  2. Single home
  3. The services subscribed Internet / TV /
  4. Arris cable box 

 


Hello,

 

It sounds like you done all the right things.  Bought a new TV?  WOW!  You really seemed to have exhausted your efforts.  Some questions that I have and a recommendation below:

 

1.) When you had that first box before the front panel display went out, were there any problems on that first box?

 

2.) When you called or contacted Spectrum, it is very important that you do not reboot anything for six hours so that a signal and drop line test can be done effectively.  This means, no reboots of any cable boxes, modems, or routers for six hours before your service call and the time of your appointment.  Reboots of equipment will reset the signal error codes back to zero on the tech's meter, and you don't want that.

 

3.) Are there any splitters connected on your TV or any outside areas?  These can slow down signal responses to boxes and other equipment and need to be removed?

 

4.) What is the model of this cable box?

 

5.) Are you running the ODN Navigator Guide or New Spectrum Guide? (See here : )

https://www.spectrum.net/support/tv/which-guide-do-i-have-t?redirected=true

 

Recommended Solution Steps:

 

1.) Answer these questions as best you can in a reply.

 

2.) Get a Twitter Account or log into Twitter and follow the Ask Spectrum Page.

 

3.) Send a Direct Message with your account information and a link to the topic on this forum that contains your answers.

 

4.) Ask Spectrum to review the answers that you provided to my questions above, and get this issue escalated to Tier 3 tech support.  This moves the tech level to a supervisory area.

 

5.)  My early take is that you have something in your room, or outside in your node connecting to this room that is causing the slow-down.

 

6.) A supervisory tech is likely going to have to come out, check the wiring in that room, perhaps do a rewiring of that room.  If you have a basement, there could be something there as well.

 

7.) When was the last time your cable drop-line was replaced?

 

8.) How old is the cable wiring in the home? 

 

9.) Any issues when you move that slow box in question to another room in the home?  Is there a slowdown when you take a fast moving box from another TV and hook it up in the room with the current slow box?  Your answer on #9 will be very helpful!

 

Here is a link to the Ask Spectrum Page.  Make sure you follow the page through your Twitter Account and answer the questions, and than send the link to this topic to them:

https://twitter.com/ask_spectrum?lang=en

 

Please post back!

 

Satch

 

 

Helper

Re: Cable Box tv response to remote slower than a snail

Which model Arris box do you have?

From the point of entry to your house, where is the box located (ie. length of cable run, number of splitters, etc)?

Do you also have Spectrum phone or internet service? Any issues?

Did the issue you are now experiencing happen at EXACTLY the same time as the box swap or within a few weeks, months?

What did the tech say? Did he check your main lines out to the pole or pedestal? Did he check all the wiring in the attic?