Upgraded to Fios 1gb, now my HD tv channels keep skipping. HELP!

We just upgraded our internet fro. 300MB to the 1gb and installed the new router a week ago. Since we've installed and had the new internet speed up and running any HD channel we watch (except for local channels) constantly skips at random intervals.

I called tech support who suggested I unplug the hdmi cable going to my LG Smart TV for a few minutes to dissipate any static electricity interference, but the problem remains. I took it a step further and replaced the cable altogether with a new 8k cable- no change.

I called back to tech support who asked me to check the coax splitter, but we don't have one. Our coax runs from the main junction box to my neighborhood directly into the house. The coax was installed when I started Fios Tv and internet service when we moved into our home 5 years ago and the tech ran new cable directly into the house.

Does anyone have a similar experience, or a solution? It's driving us NUTS!!! Thanks in advance.

Accepted answers

ShankSpecial

Ok, so I finally got a weekend off and had a tech come out to the house and troubleshoot my service. Here's what he found, and the fixes.

A) Regarding the MoCA network being down, the ONT was tested and found to be bad. "I'm surprised you have any service at all" was his words. He replaced the bad unit with a new one.

Regarding the HD channels constantly freezing/skipping he checked, tested, and tightened up every inch of coax in the system and found it to be in good working order. He then moved on to the STB and saw I had a cat5 cable running from the router to the back of the STB, which is how I read it was supposed to be installed from the install instructions and also how the old STB was configured to the old router, and he disconnected it. After rebooting the STB we watched a couple innings of the College World Series on ESPNHD. Not one issue. We checked a few more channels and everything was all good.

Thanks everyone for the help and advice. It really helped me to get this fixed up the correct way. It's always the simplest things that cause the biggest problems, isn't it?

All comments

dexman

If this is what I think it is, the 4100 series STBs have an option where it will automatically select the HD channel when a particular station has both an SD & HD available.

ShankSpecial

I'm not exactly sure which model number router and box we have, but regardless, we want the HD channels. It's one of main reasons we got the service to begin with.

Could the original box we got with the service not be compatible with the new 1GB router and/or higher speed, or is that irrelevant?

dexman

The auto selection of HD channels is a selectable option in the STB. The ONT and router don't factor in.

I have 4100 series STBs here at home. They are small black colored boxes with 2 LEDs on the front panel.

I will post the path to the programming option shortly.

dexman

"Menu"

"Settings"->"Television"'->"Auto Tune to HD Channels"->"OFF"

clem21

@ShankAaron
wrote:
We just upgraded our internet fro. 300MB to the 1gb and installed the new router a week ago. Since we've installed and had the new internet speed up and running any HD channel we watch (except for local channels) constantly skips at random intervals.

I called tech support who suggested I unplug the hdmi cable going to my LG Smart TV for a few minutes to dissipate any static electricity interference, but the problem remains. I took it a step further and replaced the cable altogether with a new 8k cable- no change.

I called back to tech support who asked me to check the coax splitter, but we don't have one. Our coax runs from the main junction box to my neighborhood directly into the house. The coax was installed when I started Fios Tv and internet service when we moved into our home 5 years ago and the tech ran new cable directly into the house.

Does anyone have a similar experience, or a solution? It's driving us NUTS!!! Thanks in advance.

I'm assuming you have Fios service, since most areas no longer have regular coax installations, and you would need the Fiber to get to Gigabit speed internet service. You should have a box that looks something like this that the black wire from the street goes into:

First there has to be a splitter in the system somewhere after the ONT. The ONT gets an optical cable feed from the street, then sends out a coax and ethernet line to the router. You could have a splitter just before the router or just after the ONT, but there has to be one. That splitter has to be MoCa 2.0 certified or you'll get lots of problems like dropouts. The system should be wired like this: Basic Setup.jpg

The router should have both coax and ethernet attached. A coax line should go from the ONT to the splitter, then to the router, and from the splitter to the Fios VMS box.

ShankSpecial

Thank you, I will take a very close look at how the entire system is set up when I get home having read your reply. Greatly appreciated.

What I can tell you for 100% certain is that 1) yes, we have Fios service, and 2) however it's currently set up is the exact way it was installed when we bought the house. The house did not have any Verizon services at all previously, so the tech had to do everything from scratch.

clem21

@ShankAaron
wrote:
Thank you, I will take a very close look at how the entire system is set up when I get home having read your reply. Greatly appreciated.

What I can tell you for 100% certain is that 1) yes, we have Fios service, and 2) however it's currently set up is the exact way it was installed when we bought the house. The house did not have any Verizon services at all previously, so the tech had to do everything from scratch.

IF that is the case, then your system should be wired exactly like the diagram I posted. Check all the coax connections too as a loose connection could cause the issues you are seeing . You should be able to view up to and including 4k with the system, so HD resolution should not be an issue.

ShankSpecial

Ok, so I took some pictures of the ONT, but there's no way for me to confirm the wiring based on the diagram you provided. The ONT is in the garage and the splitter (which I replaced) is on the second floor of our home just before the new router. What wiring and connections I did find I disconnected, inspected, and reconnected making sure everything was snug and secure. STILL no improvement. And don't forget, we NEVER had this issue until we upgraded the internet and router. What would you guys say is my next step in this spiral of frustration?

Dave4567

While its prices run in the middle of the pack, Verizon offers some hard-to-beat perks in the form of its mix-and-match TV and internet packages. We're talking about top-notch internet speeds and some pretty stellar channel line-ups. (We think The Most Fios TV is where it's at for sports channels.)Regards