HD channels unavailable
desiree384
Enthusiast - Level 2

Certain HD channels show unavailable on only one box.  I have to reboot box almost every day.  On some occasions after unplugging, no channels can be seen.  I replaced box. Verizon customer technical support just does the same.  Not sure how this will work, since one box is completely fine.

Frustrating after paying over $200 a month to be experiencing this issue.

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dexman
Community Leader
Community Leader

My suspicion is that there is a cabling issue. If the STBs are connected using coaxial cable, there could be a splitter with open ports and/or cables with poorly terminated connectors.

Is it possible to post pictures of splitters and cable connections for us to look at? 🤔

Also, could you take a picture of the screen that Clem showed above? It will show if the STBs are receiving a degraded signal.

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clem21
MVP MVP
MVP

@desiree384 wrote:

Certain HD channels show unavailable on only one box.  I have to reboot box almost every day.  On some occasions after unplugging, no channels can be seen.  I replaced box. Verizon customer technical support just does the same.  Not sure how this will work, since one box is completely fine.

Frustrating after paying over $200 a month to be experiencing this issue.


Like Dexman said, try swapping boxes to see if the problem follows the box. If not, you may have a bad splitter or connection in the system. Replace all splitters with MoCa 2.0 certified ones and make sure all coax connections are tight. Is the problem box a mini that connects with WiFi? If so can you try connecting it with coax or ethernet cable? Also as dexman said check here:

Main Menu > Customer Support > Top Support Tools > System Information

Look at the SNR values when you are having problems.

image

They should both say GOOD after the values. If not you most likely have a cable or splitter problem.

desiree384
Enthusiast - Level 2

I replaced the main splitter and it has worked for the past few days. Thank you for your suggestion.

desiree384
Enthusiast - Level 2

Thank  you for your time to respond.

dexman
Community Leader
Community Leader

If the STB is a 4100 mini, the OP would have to check stats using the other path:

"Menu"->"Customer Support"->"Top Support Tools"->"Connected Device Status"

Toggle to the device in question

"OK"->"OK"

Toggle through the screens. Green is good. Red...not so good. 😁

dexman
Community Leader
Community Leader

A few questions to get the ball rolling. 🙂

. Which model STB is experiencing the problem?

. If there are multiple STBs in the house, would it be possible to temporarily swap the suspect one with one that is functioning properly to see if the problem follows the box or stays with the location?

. If the problem stays at the location with a different STB, then the cabling associated with that particular position would need to be checked. Things such as loose connections, improperly applied connectors and even open ports on splitters can cause problems. Checking the stats in the Settings menu might yield some clues.

. If the problem follows the STB, then it may need to be replaced.

desiree384
Enthusiast - Level 2

Thank  you for your helpful response.

desiree384
Enthusiast - Level 2

I replaced both STB with new ones and still have the same issue.  Now, some channels are pixelating.

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dexman
Community Leader
Community Leader

My suspicion is that there is a cabling issue. If the STBs are connected using coaxial cable, there could be a splitter with open ports and/or cables with poorly terminated connectors.

Is it possible to post pictures of splitters and cable connections for us to look at? 🤔

Also, could you take a picture of the screen that Clem showed above? It will show if the STBs are receiving a degraded signal.

desiree384
Enthusiast - Level 2

I replaced the main splitter and it has worked for the past few days. Thank you for your help!