Ask the Expert: Are you experiencing poor quality video and/or audio with your Verizon Fios TV service? Our Expert is here!

[Nilsa_VZ]

Are you experiencing poor quality video and/or audio with your Verizon Fios TV service?

Dexman, one of our subject matter experts, will be here to answer your questions about video and/or audio issues so you can get more value out of your subscribed service.

How does this event work?

Come to this Ask the Expert Board and post your question by Tuesday, December 5, 2023.

Dexman will do his best to answer your questions.

Why should I come to the "Ask the Expert" session?

• Is the picture on multiple television channels pixelated and just doesn't look right?
• Is there anything you can do to try to resolve this?
• Have you been trying to troubleshoot a video or audio issue unsuccessfully?

The event will occur on the Ask The Expert section of the Verizon Community.

We are looking forward to answering your questions!

[Zihna]

Hi!

What can I do to troubleshoot this issue? 

[dexman]

Hello Zihna,

Please provide specific information concerning what the problem is. Include in the information;

. The model of the STB Verizon has supplied.

. What troubleshooting has already been attempted.

[Saylor]

My picture keeps going fuzzy. When this happens my sound is gone. Any ideas on what I can do to fix this? I have a Vizio.

[dexman · Accepted solution]

Hi Saylor,

When video and audio deteriorate, and the television is known not to be the reason, I would focus on the cables, connectors & splitters being used.

First, a personal example.

I was experiencing the same problems as the ones you've described...except for the television brand (Samsung). Pictures on some channels would start out fine, but over time would degrade and become unwatchable.

The only action that seemed to make any difference was when I disconnected the coaxial cables from a 4-way splitter in the basement and re-connect them. Sadly, over time, the problem would return.

It got to the point where I decided to completely rework the entire coaxial cabling infrastructure in the house. While deciding on how to proceed, I read that having unterminated ports on splitters was bad. I checked the splitter in the basement, and it had one wide open port.

Rather than simply replacing the splitter with a three-port model, I decided to forge ahead with the rework due to the cables had a mix of crimp and even twist-on connectors.

All of the cables, connectors and splitters were replaced. The mishmash of cables was replaced with tri and quad shielded Belden RG6 cables. Crimp & twist-on connectors were replaced with compression connectors and splitters that had the exact number or ports needed.

Since then, television service has been flawless.

If a full re-cabling is out of the question, consider checking out the connectors & splitters to make sure there are no open/unterminated ports. Loosen and inspect the connectors. Make sure they are applied properly and snuggly connected to the splitter(s). If any connector has become loose on the cable, replace it.

Post back with what happens. 🙂

[Saylor]

Thank you @dexman , that made a complete difference. It's good to be able to watch Fios again.