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On Demand Pixelation

This on-demand pixelation problem is REALLY frustrating! I've tried everything I know to correct this problem. First I replaced all the wiring to the set top box. No improvement. I tried replacing the Verizon-supplied splitter with a 2 mHz splitter. No improvement. I tried an amplified splitter. No improvement. Finally I resorted to contacting Verizon technical support. After numerous remote efforts to correct the problem I was finally scheduled for an in-house technician. The technician verified the problem and seemed confident he could correct the problem. He was here for 2 full days. One piece at a time, he replaced all of the Fios wiring and equipment, including a new router and a new set top box. Nothing has helped. After working here for 2 days the technician was as frustrated as I am. He left at the end of his second day here informing me that I would be contacted by his manager and that the problem will be boosted up to a higher support level. The manager has never contacted me and numerous attempts to get that manager's attention have gone unanswered. So....the problem has gone unsolved. The pixelation and sound cutting in and out during any on-demand programming is so bad we are unable to watch it. Meanwhile I continue paying $200+ a month for my FIOS subscription. This is really frustrating to me. Most of what my wife and I want to watch is on-demand. I'm about to terminate my FIOS subscription and try going back to Comcast. I sure would love to find a solution to this problem, but none has been forthcoming.

Comments

gsftq

I too have been having this issue for quite a while. After 2 tech support visits there has still been no resolution and have stopped calling tech support since their textbook responses involve resetting the router which they don't seem to understand doesn't help. My recent call to tech support we agreed a new DVR might help but they failed to inform me that I'd be charged for changing my contract. The frustration is building.

I'm strongly considering returning to DirecTV.

stephensfam

I tried these steps and the problem resolved itself. Thanks to user Hubrisnxs !!

reset the router. use the on/off switch in the back. turn it off for about 30 seconds, and then turn it back on. wait for the internet light to come back, and then go to the on demand and try it again.

-- This in itself did not work... but when I took the next step -- success..

if it still pixelates, then hit the STB auto correct. you do that on the TV/Fios menu. so you hit menu / customer support / in home agent / stb auto correct (set top box)

-- Total clarity now. !!! Smiley Happy

if it still doesn't work properly, then you might have a cabling issue. if you're comfortable working with tv cables, then all you're doing is unhooking the router coax, and rehooking it back in nice and secure (do it at both the router and the wall/splitter) and doing the same thing at the STB that is having problems, unhook the coax from the back of the STB (cable box) and rehook it back and do the same at the wall/splitter for that box.

otherwise give a call to Verizon 800 - VERIZON or open a chat support. Tell them the steps you did

johnv1

Recently my wife and I have started to experience this pixelation problem on 2 different TVs connected to 2 separates DVR/STBs.

Our pictures have been great until this past week which incidently coincides with our neighbors' switch to FIOS. Coincidence?

Our boxes were reset from support so I will follow up with the results of this action and some of the recommendations of this forum if needed. Good viewing everyone!

irbrenda

I just posted a few threads before this. I have this issue of freezing and then channel becomes "unavailable" after tiling forever. Only channel 162, on all STBs and one DVR box. Everything was perfect until this week. FIOS coming here tomorrow. Not sure anything will change, after reading these posts.

Verizonmed

I didn't think it would be so simple but I had the same issue, followed these two steps and the pixelation has disappeared. This all happened while I was on hold for a Verizon agent and fixed before anyone came on the line. Let's hope it stays this way.

MDLOY

We've been having the same frustrating problem, but this worked! We didn't reset the router, and only followed the second step (in ours it's a little different: menu/customer support/top support tools/reboot stb). Can't believe it's actually working now! Thanks for the hot tip!

dralian

I had a pixelation/scrambling issue with HBO VOD only (both SD and HD). Rebooting (through the Customer Support menu) the STB resolved the issue immediately. Turning it off/on is not the same and will make no difference.

Pam110

I've been quite frustrated with this issue, too, but am happy it's not "just me" / and I will try the solutions posted here. (Fios is almost HALF of what I was paying with Comcast, so I really wanted to stay with it).

I'll search other threads, but I've also had issues with the TV changing itself to HDMI2 with no one touching the remote and I also have to use my phone's hotspot to properly support my laptop internet connection. (??).

Wish me luck ~

[Deleted User]

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