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I just upgraded my service to Quantum TV (one VMS and 2 clients) with a new Fios Quantum Gateway router and the picture quality on all 3 TV sets is now worse on HD stations--as if the picture is at a lower level of resolution, less detailed, less sharp. A tech came to my house and was perplexed saying he never heard of such a problem and essentially said tough luck.
Any ideas?
Can you provide more details?
How is TV connected to box? Component? HDMI?
Have you tried swapping type of connection on one TV to see if it makes a difference?
What is box set to for output?
TV is connected via HDMI cable, of very good quality, on all 3 TVs. I have tried the various diagnostics on Inhomeagent and spent over an hour on the phone with tech support which tried various fixes including switching from 1080p to 1080i, which made no difference. I've tried disconnecting the router and all devices and then reconnecting them. The tech who came to my house checked the RF level at each TV and the signal strength at the outside FIOS box. All were in the acceptable range and yet the quality of picture is definitely worse than it was with the legacy boxes and other router.
I don't know if this problem might be solved with new splitters or a new VMS box. Fios tech support seems to be completely at a loss.
Last night an excellent Verizon tech came out to my house and solved the problem by: installing a Moca splitter--which should have been done by the first tech--and replacing the ONT and replacing a bad connection to the ONT. What's distressing is that not all tech's are properly trained and neither are their supervisors.
Hi All,
I've just upgraded to Quantum Internet and TV and experience absolutely the same problem. Finally gave up chatting and speaking with Verizon tech support and searched for a possible solution online. Found this topic.
Knighty, can you please provide more details regarding the fix that finally helped you, so I know what to request from Verizon? Was the problem with the old splitter / ONT or both?
Did they replace the ONT box with a different model, or the same model but the newer one? What kind of splitter they installed? 2 way or 4 way?
Any help would be really appreciated, as they added a couple of tens of dollars to my bill, but in return I got worse picture quality.
Thank you in advance,
M_Z
How is stb connected to TV?
And what is wrong with picture?
As system is digital, ont or splitter would cause pixelation or channel not working.
It is connected through the HDMI cable supplied by Verizon. And, to remove any doubt, it is absolutely the same connection as it was the day before yesterday - before "upgrade" to Quantum - when HD picture was crystal clear and sharp. Now, after the upgrade, there is almost no difference (rather than height to width ratio) between SD and HD channels.
My understanding from the previous posts in this topic was that people experienced the same problem: "...worse on HD stations--as if the picture is at a lower level of resolution, less detailed, less sharp...". That's exactly what I see. And it looks like replacing ONT helped in their case. So, I just wanted to ask whether the ONT was replaced with a newer model (which may mean that the older model was not capable of handling Quantum trafic). And more generally, is there any data regarding ONT boxes capabilites in terms of Quantum TV/ Internet?
Thank you for your help.
Forgot to note: my ONT is 7 years old (it was installed in 2009).
My ONT is 7+ years old.
I don't see any issue with picture quality.
OK, thanks.
So, we have at least one evidence (from the originator of this topic) that changing ONT + splitter + connection to ONT helped to solve the same problem.
I believe I have no choice but request a verizon technician to stop by and either fix the problem (by changing ONT, or whatever else) or, take this Quantum stuff back, so I'll be having fun time exploring alternatives to FiOS...
Why it could not just work? : - )
Before an appointment with a Verizon technician, just wanted to try to narrow down the problem as much as possible, as Verizon tech support was not able to identify it so far...
Does anybody know what - in technical terms - happens on Verizon side when upgrading from a "plain" 25/25 internet and standard DVR to Quantum 50/50 Internet and TV (6 concurrent recordings, etc.)?
From my perspective, I have an ONT, a coaxial cable, which comes out of it and connects the ONT (through a splitter) to an STB and a router. As I experimented with an old and new STBs and see quality deterioration with both, it means that whatever change caused a drop in quality - was done on Verizon side and / or on the ONT level.
So, again a question is: what did they do to upgrade to the Quantum the services? Do they remotely apply some configuration changes on the ONT? Do they instead change something on their side to send a more "powerful" signal to a specific location? A combination of both?
Thank you!
P.S. my apologies if this question sounds dilettantish; just don't know where else I can get this kind of info...
I believe it is just a change to what boxes will activate.
Because old STBs will work up to the minute you pull them out and put the Quantum boxes in.
A technician stopped by. Frankly, it was the first time a Verizon tech support guy was able to provide meaningful information and really try to help. He replaced the ONT, checked and fixed some coax cables, patiently answered all questions, etc. I really appreciated his help.
Bad news, however, is that picture quality remained pretty much the same...
Verizon insists that nothing changed on their side in terms of TV signal characteristics. In other words, the STB (after upgrading to Quantum) receives absolutely the same signal as before the upgrade. I somewhat resistant to believe in this theory. During the initial Quantum setup, the only thing I did (I do not describe here the Internet part, this is only about the TV) is replaced the old STB with the new one. Did not touch TV picture settings, coax cables, a splitter, etc. But the difference was more than obvious.
Whatever was done after that - new splitters / cable fixes / ONT / etc. - look like a plastic surgery on a 90-years-old bottom: you may or may not see a tiny difference, but it does not affect the essence. "Clouds" on the ice hockey ring (which makes it looking like you're youtubing a low resolution video) are still there. Verizon technician noted by himself that colors are horrible. He mentioned, however, that this must be broadcasting quality issue. I was not convinced. I'm watching the same channel for years and never saw anything like that...
Don't know what to say... Still have time till Apr-5 (30 days after services activation) to get rid of it...
Ont only puts out one type of signal.
Digital qam. Signal doesn't degrade as it is all digital.
Basically it is either there or it isn't.
Have you tried the sharpness setting on the stb?
Do you havemore than 1 tv? If some, do they all have the same issue.
Played with STB sharpness from 1 to 5. No significant changes.
We used to have just one TV, but all this upgrade-to-Quantum story started with adding another TV. Verizon technician also suggested to try this second one (which is a brand new). He admitted that on the newer TV the picture looked even worse...
Will continue troubleshooting process (without some serious hopes, though...). Will try to remove a coax coupler (from the wall outlet) and connect the cable directly to the STB (without the coupler and another short piece of cable that is currently goes out of the outlet), etc. Probably at some point will find a weak link... The final test would be direct ONT - STB connection (no splitters, no couplers, etc.). If that does not work will have to do something crazy, such as leave Verizon Internet (which is perfect) and try some Direct TV...
YOu mention 2 tv's Is the picture better on one vs the other. Is it the one that is worse the one with the VMS1100 or the one with Ip1100? Have you tried swapping the box locations to see the results?
One thing to check out is the splitters. You need good two way communication throught the splitters, which some do not have. If only one tv is having quality problem check the coax between the two STB rather than checking the connectiong back to the Ont.
I am using a samsung 4k tv that I bought a month ago. Picture quality was excellent .
Just upgraded to Fios Quantum from the Motorola HD DVR and am sad i did it.
I am experiencing the exact same issues. Nothing (other than swapping the set top boxes) has changed from previous set up. Best description i have is that the HD picture is really dull and I can see "squares" or pixelezation. Horrible.
I have a kitchen tv and when i swap between CNN SD and CNN HD, there seems to only be a very slight improvement on the pic quality..
Went through the whole process of self help on the website (restart STB, restart ONT) a few times and nothing helped. I got a tech on chat and he did similar troubleshooting and nothing helped. I have an in-home appointment with a tech next week (hopefully the strike wont affect that schedule).
I wanted to find out from the OP or M_Z if the problem was finally solved and what did they finally do to solve it.
Thanks!
A tech just came by today to try to resolve the issue .. No dice!
Checked signal from ONT - determined to be under standard. Fixed that.
Replaced all splitters to MOCA 2.0 - done
Picture Quality still way below par.
Replaced VMS box with a new one.. - same flat picture. 😞
Tech tried running cable from ONT directly to router and VMS - checked picture - still the same.
(By the way, it's not the tv. Tried different sources (Netflix via Native app on TV, Netflix via XBOX, Youtube HD videos from native app and via Xbox app) on same HDMI port and picture quality using those is excellent).
As it was getting dark and rainy, tech did not have time to try putting in a new ONT. I have to open a new ticket to have them come back.
Sigh...
I'm really wanting to go back to the old HD boxes.
So a tech came in today to take another look. I explained everything that the tech did previously, he checked the rf signals again and in the end he replaced the ONT. Bad news is the picture quality is still bad.
i asked him to try installing a Motorola HD STB and the picture was clear again. So it looks ,like I may have to go back to the old STBs. What a pain! Am surprised that I don't see any other folks reporting this (other than the two folks here).
Hoping other folks chime in so we can figure out what the real issue is.
Sorry, meant to say the picture quality was just a bit clearer with the legacy HD STB.
after the tech left, I decided to plug in the cable directly into the tv to check the quality of the QAM channels.
it looks like the quality of the signal coming out of the cable is crappy. (Similar to what someone had mentioned earlier). I at a loss..and I don't want to go back to Comcast.
@a2gti, Were you ever able to get this resolved?
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