Fios freezing / skipping constantly

I’ve been having issues with my Fios TV service for months. It regularly skips / freezes no matter the channel, or if on DVR or even Netflix. I have checked all my connections many times and reset the boxes myself many times.

perhaps the most frustrating part is that when I reach out to Fios and ask for a call all they do is reset my box and not call me. A few times I got someone in the customer service chat who reset the box as well, but the issue still persists. I seriously don’t know what else I can do to even get them to actually help me solve the problem. Anyone have any suggestions?

Accepted answers

clem21

@FrustratedGuy
wrote:
It happens on every channel. Is sometimes more or less frequent. It does not seem to happen on Netflix but does when watching using a fire stick.

I run internet and tv connection tests fairly often and they always say no issues, even when the connection is clearly not good

Do you have problems with your internet or streaming at the same time as the Fios TV issues? Could be a router issue. Have you tried powercycling the router and the Fios boxes in that order? If it is NOT an internal network connection problem, then it is most likely an internet connection problem. The router is the first suspect in such cases. Check your router speed here when you see issues on the TV and make sure the speed matches what you are paying for:

https://www.verizon.com/speedtest/

It could also be an issue with the ONT but both of those issues would result in internet issues also. The tests may not show the exact problems you are having. See if Verizon can send you a replacement router and see if that corrects the issue. Also check all the splitters in the system and replace them especially if they are NOT MoCa 2.0 certified.

Albrean_VZ

Please visit our support page for assistance with troubleshooting issues with your Fios Tv.

All comments

Oakeydoke

I'm sorry to hear that you're experiencing issues with your Fios TV service. It's frustrating when troubleshooting steps and resets don't resolve the problem.

Before we dive into potential solutions, can you tell me more about the freezing issue? Is it consistent across all channels or specific ones? Does it happen when watching live TV or DVR recordings?

It might be helpful to try some additional troubleshooting steps before reaching out to Fios customer service again. Have you tried checking the signal strength and quality on your TV or devices using the FiosTV guide or settings menu? Are there any error messages or codes displayed when the freezing occurs?

Additionally, since you've already checked all connections multiple times, it might be worth exploring other potential causes. For example, have you considered running an internet speed test to ensure that your connection meets the minimum requirements for Fios TV service?

I understand that getting someone on the phone or in a chat who can actually help you resolve the issue can be challenging. If you're willing, I'd like to offer some suggestions and ideas to potentially get you closer to resolving this problem.

dexman

Do you have the legacy STBs that connect via coaxial cable, or the newer ones that connect via Wi-Fi?

If they are the legacy units, could you check the error stats to see if they are incrementing?

(MENU)->Customer Support->Top Support Tools->Connected Device Status->(Select the STB)->Advanced Diagnostics.

Green is good. Red, not so much. Incrementing errors...less so.

Before I completely reworked the coaxial cable infrastructure here at home, I was frequently seeing deteriorating signal quality. I discovered a splitter in the basement with a wide-open tap/port. Once I purchased a terminating plug and connected it to the port, the problems vanished.

Later, I purchased a 1000' box of Belden quad-shielded RG6 coaxial cable, tools, new splitters & compression connectors and reworked everything including the splitters. I also found that the cable had not been properly prepped before some of the connectors (crimp type) were applied.

Since then, television service has been rock-solid.

jtgates714@gmail.com

Our main STB has a coaxial cable connection. The one in our bedroom is purely WI-FI connection. Both were shipped to us last summer and we have had for less than 12 months.

i have been waiting over 30 minutes for the boxes to reset because I am trying to watch the Knicks game and it keep freezing and then skipping 5 seconds of the game so I don’t know what is happening. And now I can’t even watch the game because it’s been resetting / loading for over 30 minutes. Grrrrr

and customer service ignores my requests every time I ask for them to call me