Some Suddenlink Victoria customers receiving bad digital feeds, problem is technical

JR Ortega By JR Ortega

April 19, 2011 at 5:04 p.m.
Updated April 18, 2011 at 11:19 p.m.

Jonathan Williams enjoys his favorite television shows.

So when several of the channels with his Suddenlink Communications cable started getting a bad signal, it was a little upsetting.

But Williams isn't the only one being left in the dark with the cable reception. The problem is with faulty equipment in Victoria's central technical facility, said Gene Regan, director of corporate communications with Suddenlink.

"We are aware that some customers in Victoria are seeing intermittent tiling on their TV pictures," Regan wrote in an email. "Our engineers are working with the equipment manufacturer to determine the cause and restore service quality."

Regan is unsure how many customers are being affected or how long it will take to have the intermittent digital interruptions fixed. There is also no exact count on which channels are being affected, he said.

Williams began noticing the problem last week.

"It tends to get a lot worse in prime time and the overnight hours," he said. "It all started when you would watch shows and just miss words or phrases. Now you find whole signals dropping."

The signal, in Williams' experience, has sometimes dropped about 20 times a day and can last from one minute to an hour each time.

Other Victoria customers have detailed their frustrations and issues with the interruptions through wall comments on Suddenlink Communications' Facebook fan page.

Engineers are trying to take interim measures to keep the best picture possible as they begin to understand the technical issue, Regan added.

The interim fixes have reduced the number of channels being affected, he said.

Any questions about billing should be asked through Suddenlink's customer care line, he said. The number is 1-877-794-2714.

"This issue has not affected everyone," he said.



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