TV Signal lost - new PVR, but extender to blame

[YYC123]

I was on the phone with tech support on Wednesday for an hour after losing signal on my pvr, we did all the troubleshooting and then a replacement pvr was sent.  (This is the old equipment)  I installed it this morning and had the same exact issue.   The TV freezes after 15-20 seconds, shows a signal lost message,  I can turn the channels and it does the same thing - freezes again and shows signal lost.

I decided to try a few things - new cables, switching boxes from tv to tv, nothing.  Then I unplugged the Ethernet cable from back of the pvr, and replaced it with the one that was plugged into an extender, web6000q, and voila the box works.  This was not part of the troubleshooting steps I had in the phone. So what issues am I going to have with having this unplugged, will it impact wifi coverage in other areas of my house?  Can I or should I request a replacement for this piece of equipment?  

[TELUS_Support]

That is odd, I wonder if the ethernet cable you replaced was faulty or damaged. Did you try testing the ethernet cable that was causing freezing/connectivity issues with other devices to confirm? 

[YYC123]

I didn’t replace the Ethernet cable, it’s the same cable, I just moved it from

the extender to the pvr directly.   So I think the extender itself is the issue 

[TELUS_Support]

That would make sense with the set up you described.

We can look for a replacement to that Web6000Q extender but we'd need to ask personal information so we can look for options. We'll send you a private message to sort this out