Comcast Cable tells Oregon Media Central that they have resolved the reception problems that have affected customers in Oregon and Southwest Washington recently, most notably for the past two nights.
"First, we apologize for any inconvenience to customers who have experienced intermittent video issues, often times called tiling," Comcast said in a statement. "Our engineers have been working diligently to identify the root cause of the problem and resolve it, and customers should not experience any interruption this evening."
Viewers from Vancouver to Eugene reported experiencing severe tiling problems and audio loss, including in our forums. Theressa Davis, Comcast's Vice President of Communications in Oregon, told OMC that the trouble "stemmed from how the signals are transported around the regional network."
While some had speculated that demand during primetime was exceeding bandwidth, Davis said that there wasn't any one cause as direct as that. "Any number of things" could be a factor in the routing, she said.
Davis also pointed out that "many, many customers didn't experience any interruptions." Rather, the problems "affected certain parts of the system at different times."
Many customers had said that the trouble was particularly severe with OPB, but it's unclear why. It's possible that OPB viewers were simply more irritated by the video issues because they occurred during a Ken Burns documentary that featured high-definition scenic photography.
There was "no channel disparity" with the video issues, Davis said, though the episodic nature of the problems could have made them worse for one channel at a particular time.
One customer noted in our comments that they received a free week of service credited to their account after reporting the issue. Davis says that Comcast is working with customers on a case-by-case basis.
While Comcast doesn't anticipate continued problems tonight, anyone experiencing trouble should contact 1-800-COMCAST. You can also leave a comment to this story, and we'll contact an executive if troubles persist.
Below the break, see videos of the problem, which viewers have uploaded to the internet.
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