Intermittent video dropouts

UPDATE:

I am glad to say that this issue seems to have been resolved for me. When this issue first arose I checked the forums and saw that Verizon apparently did not have any solutions for this other than switch to component cables. I did that and the problem did not go away, it was a little better, but I still experienced video dropouts.

I finally called Verizon tech support about 2 weeks ago (I didn't update this sooner, because I wanted to make sure the issue was in fact resolved before I did), and spoke with someone who I honestly did not trust and he new it. I begrudgingly did as he asked, and questioned his methods every step of the way, but I will admit that he was correct and knew what he was doing.

He explained to me that there is a problem with the receiver communicating with the modem/router (this is where I started to question his abilities and knowledge). He wanted me to reset the modem/router, which I did, only after I reminded him that he should tell all people that do this in the future that this will remove all security from your router and reset it back to OTB "Out of the box" settings. After I reset it, he ran some tests, made a couple of changes (not sure what), then he reset my DVR from his desk. After it was reset, I had to run a test on the DVR unit to get reply times for him. He then said that it should be resolved. I got off the phone with him, quite skeptical that anything was resolved.

Over the last 2 weeks though, I have had my DVR hooked up to my LCD via HDMI cable, the same one that wasn't working before, and I have not had ANY dropped video signals at al since then. I am glad that I finally called and spoke to someone who knew what they were talking about. I'm not sure if this is the solution for everyone with the same issue, but it is worth giving them a call and asking.

All comments

I have the same STB QIP 7216 hooked up to a new Sony KDL52XBR6 and have the same problems with video blackout. I had the same problem for 2 years with my Sony 50" SXRD. I called support and was told again, the HDMI connection is not compatible with the STB and I will have to contact the manufacturer of the TV to get a firmware upgrade to make the handshake compatible. If you believe that, I have land for sale in El Paso Tx... My HDTV has all the latest firmware and version HDMI that is on the market today. Somebody needs to get Verizon to listen to themselves and then get these STB's fixed. Their solution was to go backwards and connect component instead of HDMI !! Isn't that why we buy HD is to use HDMI connections as they are rated the best? Blue Ray DVD had no problem connecting and supplying a great picture with no hassles. For what Verizon charges for their service it amazes me that we have these problems... not happy at all !!!

FIOSHDFUN

This has been happing to me ever since I got FIOS for my TV. It's also happening to a couple of freinds of mine how also have FIOS. They need to fix the problem. It has nothing to do with the type of TV you have.

FrenchDzyn

I'm having the same problem with constant hiccups to audio/video all weekend long. My Memorial Day guests all witnessed the problems with my FIOS DVR and all swore never to switch to Verizon! Four calls to Verizon support all walked me through the tedious process of checking connections and switching boxes around and power cycling. I do not work for Verizon ... I am a customer. A technician is coming out Saturday. Fingers crossed!

KenAF

The first posts to this thread describe known HDMI interoperability issues between the QIP7216 and many displays.

The solution is (a) use component, or (b) swap the QIP7216 for a QIP6416 which doesn't exhibit the problem.

Edit: Verizon plans to improve the QIP7216's HDMI compatibility with an update by the end of August.

Message Edited by KenAF on 06-20-2009 09:39 PM

"The solution is (a) use component, or (b) swap the QIP7216 for a QIP6416 which doesn't exhibit the problem"

Great solution, Go back to component when we all spend alot of $$ to use HDMI and the latest technology. I guess being a techie has its drawbacks. Does the QIP6416 even have HDMI hookup or is that only component? Now that Direct is advertising 1080p direct to the TV how long will it take Comcast and Verizon to finally upgrade the boxes to actually work correctly. {please keep it relevant}

Message Edited by KaLin on 06-21-2009 06:11 PM

ggma11261

I have a 6416 and using hdmi with no problems - so answer is yes hdmi hookup is possible with the 6416 and considering all the problems I have read about with the 7216 I will stick with my 6416

Tektronic

your 1080p that your referring to is vod. its important to me that your exact in your statements.

the 6416 has problems with hdmi just like the 7216.....

chrislaura1

I am also having this problem with my panasonic plasma that I just bought. I have not called VErizon to complain yet. I am so frustrated. Just wondering though if the problem is still there if you run the hdmi cable from the set top box to a receiver then to the TV?

forya1

Problem is that my Component input is Occupied by my WII, so all I have left is HDMI's, I can't hook up the WII through HDMI.

I really think Verizon should dump Motorola and get someone else to handle their STB's and DVR's. Dish builds their own I think, and they work great. Motorola builds for many different cable providers, and seems to have problems mating their hardware to the cable/FIOS software.

spacedebris

@chrislaura1 wrote:
I am also having this problem with my panasonic plasma that I just bought. I have not called VErizon to complain yet. I am so frustrated. Just wondering though if the problem is still there if you run the hdmi cable from the set top box to a receiver then to the TV?

Not sure, the problem is that Verizon is not sure EXACTLY where the problem is. they dont know if the problem is with the compatibiltiy between the box and the tv or if it is the output on the box dropping. If the problem is with the compatibility, then connecting to the receiver, then to the tv should hopefully correct the issue. If the problem is with the output dropping then it doenst matter what it is connected to. This is a widespread issue that is getting a lot of attention by Verizon. Time will tell

mab41

This is ridiculous! I have a Panasonic plasma tv and the audio and video drop out for a few seconds at random times. It used to happen once or twice a day and now it seems to happen every 5 minutes or so. It is so frustrating and annoying. Based on my research it appears that the problem is the HD DVR. We pay all this extra money for an HD DVR for our HD tvs yet it doesn't even function properly. Please address this isssue and fix your product!

bout2drop

Sounds very familiar. When is Verizon going to own up to and fix this problem? I have a Sharp Aquos SE94U with a 7216 and am tired of the run around regarding whose problem it really is. Finally found this forum and realize that, as of now, my option is to use component or go to Direct. It does not appear to be confined to my TV model as the phone techs tell me. Nor is it my set as everything else runs fine on HDMI. I also notice that there are no verizon technical responses on this thread.

ethics

We converted 3 months ago from Comcast to FiOS b/c of promises of better service, however, we have had video/audio dropouts from the beginning, with the QIP 7216. different reps came 6 times in 2-3 weeks, switched out the 7216 for a new one 3 times, and told us (1) that the 7216 was not the problem, and (2) the 6416 would not have dropouts but would not enable the viewing of recorded material from other sets on the home system. Is that true? Also, when I connect the coaxial cable directly to the HDTV (Sony KDL46-v4100) bypassing the STB, there are no dropouts. Also, no dropouts with the regular STBs for our non-HD TVs. The reps stoppped coming, despite scheduled appointments.

So, will the QIP 6416 actually work, including the home media distribution function?

Thanks.

Message Edited by ethics on 07-09-2009 08:23 PM

I have been down this road since I installed FIOS. The problem with the STB QIP 7216 can be solved by changing from HDMI to component. I know this is a drop down in quality but unless Verizon fixes the box with the DVR (7216) then you have no other choice. I have been told by Verizon that HDMI and Component look the same but unless they are blind there is a considerable difference. Isn't this what they advertise, the best picture in fiber optics.....??? Yes we spend all this $$ to have HDTV and surround sound and we have to sacifice quality of the HDMI connection cuz verizon doesn't want to spend our $$ and their profits to fix this situation. I find this a very sad situation and definitely not in favor of the consumer. Hopefully since DirecTV is going 1080p to the TV Comcast and Verizon will deal with this and fix it.

UPDATE:

ethics

If the router is reset, eliminating security, then will reinstallation of WPA cause the problem to recur?

My question may not make sense b/c I'm not IT skilled, but I want to be sure that my wireless internet connection remains secure.

Thanks.

Once the router/modem was reset, and the tech made the necessary changes (again, I'm not sure waht he changed), I changed the wireless network name abck to what I ahd it at, and re-enabled the WPA2 security with a secure password. I basically set everything back to the way I had it in the router. I'm sorry I did not clearly state this in my earlier post.

To sum it up, my TV no longer has video drop out via HDMI cable, and my wireless security is still secure.

I am in the IT department and understand what you have stated but cannot understand how the Modem/Router has anything to do with the DVR when they are on a separate incoming line. My intenet connection is not the same connection as the cable feed for the STB, they are split at the Optical. Seems that what this tech reset was on the Fiber end and not the modem/router. My next question is why are they not making this fix accessable to the rest of us? Is there only 1 tech that knows this solution? We all would like to drink from the same well!!

TOPALSKY

Switched to component cables,and although my TV stopped cutting to black,the picture now hiccups all the time,HELP!!!!!!!!!!!!!!!!!!!

@Massman wrote:
I am in the IT department and understand what you have stated but cannot understand how the Modem/Router has anything to do with the DVR when they are on a separate incoming line. My intenet connection is not the same connection as the cable feed for the STB, they are split at the Optical. Seems that what this tech reset was on the Fiber end and not the modem/router. My next question is why are they not making this fix accessable to the rest of us? Is there only 1 tech that knows this solution? We all would like to drink from the same well!!

I'm not exactly how it relates, but he did explain that if the modem/router is turned off then the widgets will not work, as they are provided via the modem/router. I can only assume that the signal is somehow fed to the modem/router, then returned to the DVR, but this is only a guess as it was not explained to me properly. As I stated earlier, I didn't really trust him at first, so we did not get along, hence he didn't explain things to me as I would ahve liked.

Billy3201

I did all the suggested, I now am using componant cable and my picture still goes out for a second

vangvace

@Massman wrote:
I am in the IT department and understand what you have stated but cannot understand how the Modem/Router has anything to do with the DVR when they are on a separate incoming line. My intenet connection is not the same connection as the cable feed for the STB, they are split at the Optical. Seems that what this tech reset was on the Fiber end and not the modem/router. My next question is why are they not making this fix accessable to the rest of us? Is there only 1 tech that knows this solution? We all would like to drink from the same well!!

The modem/Router talks to the STB. The guide and a few other features come though the router.

@Massman wrote:
I am in the IT department and understand what you have stated but cannot understand how the Modem/Router has anything to do with the DVR when they are on a separate incoming line. My intenet connection is not the same connection as the cable feed for the STB, they are split at the Optical. Seems that what this tech reset was on the Fiber end and not the modem/router. My next question is why are they not making this fix accessable to the rest of us? Is there only 1 tech that knows this solution? We all would like to drink from the same well!!

I am NOT in IT, but I do know that the STB and the router communicate with one another (2-way) via the coax, using a protocol called MOCA (no idea what that stands for). The two runs of Coax are NOT isolated at the ONT. They are in fact interconnected to facilitate this communication.

I have a Sony KDL46v5100. It is connected to a Motorola 7216. It drops the signal for a second or two on an irregular schedule. It doesn't matter what channel I am watching. I have used 4 different HDMI inputs including the ridiculously expensive kind and I have used three different sets of component cables including the expensive kind (what a waste of money). I tried the same cables on the first set I purchased and returned it because I thought it was defective. The problem, obviously, lies with the defective HDMI and component inputs on the Motorola 7216. FIOS is great tv when it is working correctly. The picture is stunning and then it blacks out. It kind of loses the magic when this happens. I have not yet ordered a 6416 because I am not convinced that is a sure thing either.

ethics

As I indicated earlier, I have the same problem, with dropouts 3-10 times per hour. When I speak w/ FiOS here in eastern Mass., they "don't know" that this is a widespread problem, and their response was to replace the 7216 3 times, and tell me to use component inputs. Problem persists. Said they'd bring a 6416, but never did, despite several VMs that I left for them. They have always been polite, but that is an inadequate response. Does anyone know if Verizon has acknowledged publicly that this a problem, and that it has a plan to remedy it?

Modulus5

I too have had this problem for months. At first we thought it to be a Verizon problem, (since our Sony KDL52W4100 was brand new at the time) replacing the STB w/HD DVR twice and still receiving the problem, we turned to Sony. After going through several weeks of Sony support (I wont' go into details on that here) SOny finally replaced my KDL52W4100 with a new KDL52W5100.

Since the TV was replaced, the video/audio drop out has only occured twice. I am waiting for the problem to return and after reading this forum, I'm sure it will. Verizon has not publicly announced this as a known issue on the 7216. In fact, their field techs don't even know it as an issue. MY free DVR service runs out soon. I'll gladly make the switch to the 6416 and get a TiVo to record shows. I will not go back to component cables over HDMI. Just doesn't make sense.

This forum is listing the problem as resolved. I don't read it as such. Comcast was at my door the other day making a pretty good offer. I may have to go back.

I too have had my TV replaced by Sony from an SXRD 50" to a 52XBR6 I still have th problem using the hDMI. When I talked with Verizon they admitted to me that this is a known issue with the motorola 7216 w/DVR and to go back to component. I did go to component but this only lessons the problem as it doesn't happen as often. If you read other post before this one you will see that one person had their problem solved by a verizon tech who knew what he was doing but unfortunately the other techs don't seem to know the cure or just don't want to say so. Lets spend more $$ with verizon so they can milk us.

How about removing the "solved" box until it is actually solved? The comments that follow the "solved" icon clearly show it is still a problem.

Sony KDL-46v5100: Gave up and put back on the component cables as the loss of signal has gotten worse and now my picture goes black with audio still functioning. The consensus among 4 viewers is the picture on component is inferior to the picture from HDMI. For all those who believe the output is always the same because both support 1080i, keep on believing they are the same except not in my house.

I have read many comments stating Verizon is allegedly working on a solution to this problem. In the interim, my picture is not as good as Comcast's and that sucks because Comcast's was not as good as DISH's.

Verizon: Please publish an official statement on this issue and an estimate of when it will be solved. I am not talking about one of the Verizon employees saying they heard it was going to happen. I am requesting a published statement. I am with Verizon television service for the quality of picture - not because of their superlative HD DVR or their fabulous IMG with all the program detail anyone could want. Last point: it stills thrills me to see the "solved" icon for this thread

@Humble wrote:
Last point: it stills thrills me to see the "solved" icon for this thread

Several posters have commented about the "inaccuracy" of the "Solved" icon in this thread. Evidently, the original poster (mjdjr) has had HIS problem solved, and marked it as such. If you believe that his problem is NOT solved, then perhaps you should speak to him about UNmarking the thread.

On the other hand, if YOUR problem is not solved yet, well it is NOT the subject of this thread. If you want to separate your problem from the original poster's, then start a new thread with YOUR problem, and it won't be marked "solved" until you decide it is.

Message Edited by CapnTrips on 07-18-2009 08:26 PM

ElizabethS

If anyone wants their issue separated into its own thread, and are unsure how to do it, please feel free to PM me.

I believe "Intermittent Video Dropouts" describes my problem exactly. The issue about "Solved" is that is shown under the subject column. It is only appropriate for the person who believes their problem was solved. I have spent a lot of money on a lot of cables and followed the advice of several Verizon technicians and the problem continues without acknowledgement by Verizon. I don't need a new subject, I need an acknowledgement by Verizon that they are working on this problem and it is in fact at least partially the fault of Verizon.

I do not disagree that you have a similar problem to the OP's. Regardless my comment above stands. "Solved" refers to HIS problem, not YOURS. If you want to keep discussing it in this thread, good for you. That does not change the fact that for the original poster it is SOLVED.

OK, If you are stating that this problem is solved and we have to start a new thread t o have the problem unsolved why is it that we cannot find out who the tech is that solved the problem and how the problem was solved. Don't all the techs have the knowledge and instructions to solve this issue? I believe the issue is we all have the problem and 1 person had it solved. How do we get the same service from Verizon or don't they want this to be a non issue?