Where has CNN news gone my box saying no signal for this channel ?

[lettice]

I have noticed some pixelation on that channel over the weekend.

All other channels are fine.
I also spoke to a friend of mine who I know watches it all the time and they have reported a lot of pixelation on that channel since Mid last week.

Have asked some satellite experts elsewhere and last Wednesday CNN HD switched to DVBS2 and 8PSK for Sky on the Astra 2G 28.2E satellite.

So either a big coincidence or boxes are not locking on to it correctly since that change.

The log of the change is shown here;

https://en.kingofsat.net/channelhistory.php?ch=10377 

[ASW821]

@DianaRigg67 

OK. Thanks. I've just emailed them too.

[xenon81]

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@Chrisee wrote:

@ASW821 nothing to do with Sky CNN do not use Sky's systems at all you need to report the issue to CNN themselves. Sky do not own or operate the satellites they just supply the receiver you use. All Sky can do is report it to CNN so its quicker for you to do it yourself. 

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Even though CNN is a third party channel contacting Sky is a much better idea, If you email CNN it will probably go to someone in Atlanta who has never heard of Sky and the chances of them passing it back to the right people in the UK is quite small.

Sky on the other hand already have contact with the various transmission companies like Arqiva and Globecast, and can easily liaise with the right people to try to resolve the issue on behalf of their customers (like they are doing with Freesports HD - another third party channel that is suffering reception problems on certain Sky boxes).

[ASW821]

@xenon81 

Thank you. That was my thinking right from the very start.

Everyone experiencing this problem should call Sky a.s.a.p. and let them sort it out.

[emteepeeess]

I'll add my voicce to the issue. There's clearly something significantly wrong with the new CNN location - whether it's due to coding issues that some Sky boxes can't handle reliably, or due to transponder problems causing marginal signal issues for some, would require a proper technical investigation.

The fact that it's fine for some people does not mean that the problem is at our end - that just shows an ignorance of diagnosing technical problems (which I spent most of my career in broadcasting/communcations doing!). Unfortunately I no longer have access to the equipment to analyse the problem - which could be with Sky, Astra or CNN.

I'm using CNN SD instead, but the sound is a little out of sync.

[emteepeeess]

@Annie+UK The satellite signal is the same for everyone in the country, those two channels are working pefectly here so the issue must be at your end

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There's no "must" about it.

If they have changed something in the coding process, or on the transponder, and (some) Sky boxes are not handling it, then the issue is definitely at their end and may be a failure of adequate change control management.

Yes, it could possibly be that the signal power had been reduced and is marginal for some dishes, but signal strength seems fine even when CNN HD is struggling. Unfortunately, it appears to be the only station in that particular mux, so there's nothing to directly compare it with - but Al Jazeera HD is as near as possible as I can find, and it appears solid, even when CNN is not receivable.

This suggests that there is an encoding issue that some Sky boxes aren't handling well. From what I've read, it seems largely Sky+ HD boxes that are having the problem.

The physical location of the decoding process may be at "our end" ... but, as someone who has had to diagnose similar problelm in the past, I'd suggest that there's a 90% certainty that the "issue" is in the encoding. A 9% chance of it being another issue (perhaps faulty transponder). And <1% that it's at our end..

[Kevin+G]

I am having the same problem with the CNN channel, so it's not what your saying as there are too many people with the same issue

[Pindar]

Sky should stop passing the buck. Sky paying customers are having a problem with one of the channels, it is up to Sky to liaise with whoever to sort it out! CNN HD 506 just keeps dropping off/losing signal, only option at the moment is to use CNN 878 channel. When will anyone at Sky take ownership of this? 

[DianaRigg67]

<removed>

moderator note: removed attempts to campaign.

[ASW821]

@Pindar 

Have you called them? I spoke to them last Saturday. They promised to get back to me but haven't as yet.

If we keep bombarding them with calls they'll have to take action sooner or later.

[daveNOS]

@DianaRigg67 and @ASW821 Please remeber to abide by the community rules, one of which is,

• Don't incite complaints, campaign or lobby. 

[ASW821]

@daveNOS 

Well just how do you suggest we get this sorted out?

[emteepeeess]

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@Pindar wrote:

Sky should stop passing the buck. Sky paying customers are having a problem with one of the channels, it is up to Sky to liaise with whoever to sort it out! CNN HD 506 just keeps dropping off/losing signal, only option at the moment is to use CNN 878 channel. When will anyone at Sky take ownership of this? 

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Sky doesn't have much to do with CNN, other than providing access via the Sky Electronic Programme Guide.

So, technically, it's not a Sky service, any more than ITV is a BBC service because its programmes get listed in the Radio Times.

... unless it's a problem with their boxes of course, or they are subcontracted to provide technical facilities. Once upon a time I had contacts and resources to get to the bottom of this - but no longer.

I've spoken to Sky twice, and got the same answer both times "we'll look into it, but it's not really our problem".

[daveNOS]

@ASW821 Try emailing Sky's viewer relations team and ask if they can help, you can find their email address by searching the community or by doing a Google search.

[Kei+M]

We're looking into it.

Thanks,