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Pixelation with Shaw HD Channels

Grasshopper

I have an issue that popped up in the last week after Shaw made their internet upgrade from 300mbps to 600mbps.

Since the upgrade, I have both an HD box and the XB6 modem coming off of a splitter in one room. Since the upgrade from 300mbps to 600mbps, what I have noticed is ongoing pixelation with the HD box feed to my TV.

Trying to troubleshoot, I have tried the following:

-Power cycling my modem and my HD box;

-Replacing the splitter with a new splitter;

-Replacing the two coax lines from the splitter to the HD box and the XB6.

Unplugging the modem actually solves the TV pixelation problem, but once the modem reconnects to the Shaw network, the pixelation returns. My internet service no matter what is 656mbps downstream and 20mbps upstream. So, internet is unaffected.

I am either thinking this is an interference issue with the coax or the signal might not be strong enough, but I don't know enough to determine if that is the issue. Other televisions in the home are unaffected by the modem being plugged in; it is only this one that is connected to the same splitter the modem is connected to.

When I had the 300mbps plan before the upgrade, I had no pixelation.

Hoping a Shaw rep spots this question.

Thanks!

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Re: Pixelation with Shaw HD Channels

Moderator
Moderator

Hey thegouef 

That is super weird! I haven't heard of any known issues that would be causing this. It might just be a coincidence in terms of the timing but it does sound like there might be some kind of signal problem. I'd recommend getting in touch with technical support so they can take a look at the signal levels and if needed they can book you a service call. 

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I have the same issue

Grasshopper

Did you get a fix from shaw?

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Hey  what troubleshooting steps have you tried so far?

Moderator
Moderator

Hey @OsoBill what troubleshooting steps have you tried so far?

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Re-tightened all cable connections, swapped splitter, cha...

Grasshopper

Re-tightened all cable connections, swapped splitter, changed cable to new 600Mbps modem.  Nothing worked.  Consistently;

- disconnect 600Mbps modem, TV works fine

- power off 600Mbps modem and leave cables in place, TV works fine

- turn on 600Mbps modem, TV pixelates, often get notice that content cannot be loaded

this tells me there is interference being generated by the modem, assuming the 600Mbps modems operate at a higher frequency to push more data, there may be an issue with the version of the TV box I have and the new 500Mbps modem

I have contacted support and they will be sending a tech out to check cables, but I have explained already that the existing cable works fine when the modem is connected.  Not sure why remote diagnostics could not determine if there was an interference issue. 

 

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Sorry, typing to fast, 500Mbps should read 600Mbps, and e...

Grasshopper

Sorry, typing to fast, 500Mbps should read 600Mbps, and existing cable works fine when the modem is DISconnected.

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definitely sounds like there is some interference or poor...

Moderator
Moderator

@OsoBill definitely sounds like there is some interference or poor signal within the set up that is causing this. A technician should be able to review the entire set up and resolve this. Keep me posted.

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