Intermittent black screen issues

[tetzy]

When we switch back to cable (live programs) from Prime or Netflix, we occasionally are met with a black screen. The name of the program is shown, along with the progress bar but no picture or sound. Occasionally we are able to get recorded PVR programs to play, but not always. When we go back to live programming, the screen is still black/no sound. The only way to get out picture back is to unplug the cable box and start again.

This is happening on 2 different televisions and seems to be getting worse - it's happens daily now.

We've hard reset our televisions, fully updated them and unplugged all of our Ignite equipment (including the router, letting all pieces sit for a few minutes unplugged) in hopes of fixing the problem, but it persists.

Yesterday, our screen went totally black (not even a progress bar) while we were watching a PVR recording. A prompt appeared notifying us that we had no internet connection and to reset our cable box. We had to unplug our router and cable box again to fix the problem.

Any suggestions? -

[g-idk]

@tetzy , It seems like there is a wi-fi interference issue between your modem and the tv boxes.  Have you tried moving your modem and tv boxes around to different spots to see if this will help with the issue.  My tv box in my bedroom is notorious for doing this and I have had to move it around a few times until I finally found the perfect spot for it to continuously stay connected, it was really finicky.  That is the only thing I can think of at the moment.  Of course there is always the chance that the tv box itself is failing and in that case you would need to contact Rogers/Shaw Support directly thru chat or phone. I hope moving the modem and or tv boxes will solve the problem.  Let us know how you made out.    

[mdk]

@tetzy wrote: When we switch back to cable (live programs) from Prime or Netflix, we occasionally are met with a black screen.

On the remote-control, press "pause", to cause the TV box to "wake up", and resume feeding audio/video to your TV.  Rogers does "pause" the input to the TV box, to conserve their bandwidth when you are not watching any TV channel. 

[rstra]

@tetzy That is odd, it could be that your power saver settings has turned off the box. This feature is on by default on all Rogers Xfinity Entertainment Boxes and set to 4 hours, try turning it off to see if that helps.

• Press the Rogers button on your Ignite Voice Remote.
• Select Settings (the gear icon).
• Select Device Settings.
• Select Power Preferences.
• Update your settings from there.

[tetzy]

We'll try that - thanks for your suggestion.

[tetzy]

Unfortunately, we live opposite a large residential building with god-only-knows how many wifi hotspots and boosters; so interference could be an issue. We'll move it around and see if it helps. Thanks for your suggestion.

[tetzy]

We already modified our power settings to address the issue - didn't work. Thanks for your help anyways.

[g-idk]

@tetzy , Ok hope it works for you!  My bedroom box was real finicky on where it wanted to be.