Fios freezing
tiredintribeca
Enthusiast - Level 2

I have spent 3 hours today and I don’t know how many in the past to fix this problem. Fios freezes up, like the old days with dial up. I’ve done the unplugging and replugging and it doesn’t work!   Any other bright ideas?  

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clem21
Community Leader
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@tiredintribeca wrote:

Uncorrectable errors (E-7)


You may have a problem with the ONT if the internal network checks out OK. Call support and get a tech out there to check the ONT.

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dexman
Community Leader
Community Leader

Hi Clem!

When looking at the stats, the STB, it shows Packet Counts followed by Uncontrollable Errors as expressed as E-7.

So, for example, the data packets between the main unit in the Living Room and the mini in my bedroom is 6957940/0E-7.

The OP mentioned that the data fields are all green, so the error counters should all be 0E-7. 🙂

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clem21
Community Leader
Community Leader

@tiredintribeca wrote:

I have spent 3 hours today and I don’t know how many in the past to fix this problem. FIOs freezes up, like the old days with dial up. I’ve done the unplugging and replugging and it doesn’t work!   Any other bright ideas?  


Contact repair, it could be your router or ONT outside your house.

tiredintribeca
Enthusiast - Level 2

My ONT i and router are the newest ones.  I live in an apartment building and can't checked "outside the house".  

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dexman
Community Leader
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Was Verizon Customer Support contacted as Clem suggested this past March? If so, what did they say & do to try to resolve the trouble?

Once we know what has already been done, we can look at other potential problem spots. 🙂

tiredintribeca
Enthusiast - Level 2

I have contacted customer support more times than I can remember.  

They have me unplug router and fios box, then plug them back in. They reboot me from their side. I have the newest ONT and router boxes.  I live in an apartment building so all my boxes are in my apartment.

I really am at my wits end with this. 

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dexman
Community Leader
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Ok....

If you also have Fios Internet, is that service OK?

Did Verizon send a technician to the apartment to try to resolve the trouble?

tiredintribeca
Enthusiast - Level 2

My internet seems fine. I don't have problems with logging on, my phone works fine.  

A technician has not been sent because  every time I go through all of the pugging/unplugging getting rebooted it stops and is labeled as solved. Then starts up again in a few hours. 

dexman
Community Leader
Community Leader

Let's check for errors. At the television, try this:

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

Scroll the screens. Are any of the data fields colored red (bad). In the fourth or fifth menu, are the error counts incrementing?

tiredintribeca
Enthusiast - Level 2

Selected the set-top boxes and it shows green. I only have one in my living room.

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dexman
Community Leader
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Do you see the menu options I listed in your STB menus?

tiredintribeca
Enthusiast - Level 2

I hit the Connected Device Status and it takes me right to the screen showing the connections ore green.  There isn't an Advanced menu after that.

 

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tiredintribeca
Enthusiast - Level 2

Ok don't hate me because I'm stupid. But I pressed more pressed buttons and found the screen you were asking about.  Everything is green.

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tiredintribeca
Enthusiast - Level 2

Uncorrectable errors (E-7)

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clem21
Community Leader
Community Leader

@tiredintribeca wrote:

Uncorrectable errors (E-7)


You may have a problem with the ONT if the internal network checks out OK. Call support and get a tech out there to check the ONT.

dexman
Community Leader
Community Leader

Hi Clem!

When looking at the stats, the STB, it shows Packet Counts followed by Uncontrollable Errors as expressed as E-7.

So, for example, the data packets between the main unit in the Living Room and the mini in my bedroom is 6957940/0E-7.

The OP mentioned that the data fields are all green, so the error counters should all be 0E-7. 🙂

dexman
Community Leader
Community Leader

Another question...do you have the traditional cable television service or the new IP-based cable service? Traditional cable STBs are connected to the ONT using coaxial cable.

tiredintribeca
Enthusiast - Level 2

ok you lossed me. I know I have Fios; 

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tiredintribeca
Enthusiast - Level 2

Can you be a little more clear on coaxial cable.

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dexman
Community Leader
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Look on the back of the set top box. What type of cable connects the box to the Verizon Fios ONT?

My STB connects to the ONT using coaxial cable. I think the newest set top box connects using Ethernet cable. 🤔 

tiredintribeca
Enthusiast - Level 2

coaxial are the ones that screw in?

 

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dexman
Community Leader
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Yup...the cable that screws on. Ethernet plugs in.