Weird Action with Channel Change and Frozen TV Screen

[VA2322]

Here's my setup -- a Fios One DVR and two Fios One Mini STBs using RG-6 cable and Verizon provided splitter.

About a month ago, we started seeing the screens on all TVs freeze, catch up, and freeze again.  After a few times, the whole system would go into a reboot and,usually, it would work OK for a couple of days.

The recurrence time for this problem started getting shorter and shorter.   I called Verizon's support and they rebooted the system remotely and said no problem was detected in Verizon equipment.    I have also started reboots myself.  

One agent suggested unscrewing and reconnecting every F connector.  I did this -- it seemed to work for several days and the freezing now occurs sporadically.   When the TV screen freezes (it can occur on any TV), I can use the remote and change the channel but the screen remains frozen.  After about 30 seconds, the TV screen unfreezes and the screen will show the changed channel.

While the TV screen freeze could occur any time, the problem seems to occur more often at about  9 PM local time.

I believe we've hit the dreaded "my stuff is good, the problem is on your end" -- I wonder if the ONT or the STBs have a  problem while the Verizon staff want to pin the problem on my wiring.  My question is exactly why Verizon washed their hands of any culpability for their equipment being at fault.   While I recognize wiring can be a problem, hey, I've done what was requested, how about meeting me half-way and tell me what signal levels meet Verizon's "Good" requirements.   I welcome any suggestions.  My cables have been untouched since we got the new Fios boxes about a year ago and we received a new Internet Router and ONT as the same time.

[clem21 · Accepted solution]

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@VA2322 wrote:

Here's my setup -- a Fios One DVR and two Fios One Mini STBs using RG-6 cable and Verizon provided splitter.

About a month ago, we started seeing the screens on all TVs freeze, catch up, and freeze again.  After a few times, the whole system would go into a reboot and,usually, it would work OK for a couple of days.

The recurrence time for this problem started getting shorter and shorter.   I called Verizon's support and they rebooted the system remotely and said no problem was detected in Verizon equipment.    I have also started reboots myself.  

One agent suggested unscrewing and reconnecting every F connector.  I did this -- it seemed to work for several days and the freezing now occurs sporadically.   When the TV screen freezes (it can occur on any TV), I can use the remote and change the channel but the screen remains frozen.  After about 30 seconds, the TV screen unfreezes and the screen will show the changed channel.

While the TV screen freeze could occur any time, the problem seems to occur more often at about  9 PM local time.

I believe we've hit the dreaded "my stuff is good, the problem is on your end" -- I wonder if the ONT or the STBs have a  problem while the Verizon staff want to pin the problem on my wiring.  My question is exactly why Verizon washed their hands of any culpability for their equipment being at fault.   While I recognize wiring can be a problem, hey, I've done what was requested, how about meeting me half-way and tell me what signal levels meet Verizon's "Good" requirements.   I welcome any suggestions.  My cables have been untouched since we got the new Fios boxes about a year ago and we received a new Internet Router and ONT as the same time.

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Go here and see if it helps:

Main Menu > Customer Support > Top Support Tools > Fix Fios TV Issues

You may need to replace some of the wiring, or the splitter.  I'd start with the splitter, make sure you use a MoCa 2.0 approved splitter. Next would be the coax that goes to the input of the splitter. Doesn't sound to me like it is the Fios One boxes.  It could also be a router issue or an ONT issue, but they don't usually cause issues with just the TV service.