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Live tv and dvr both freezing.

All of my tvs are freezing while watching live tv and using the dvr. I've reset, rebooted, powered off and on, checked the wires. I believe it's probably the router, but getting a replacement router, even though it's rented, is like pulling teeth! I'm not tech savvy, so telling me about MoCa 2.0 and running all types of programs is not helpful. I'm old and I just want to watch tv!! Is there some secret code or words I'm supposed to say to get a replacement router? When I talked to tech support, she had me share my phone so she could see the tv. Done. She says she doesn't see any freezing. I could only laugh and say, it's not doing it right that second, it's sporadic! The only offer of help she gave was to upgrade and pay $40 more monthly to get new boxes! Somebody has to know something. I used to work customer service, so I hate having to ask for supervisors!

Comments

dexman

A few questions to get the ball rolling. (These questions may have already been asked when talking to Repair, but the people who help out here are fellow Verizon subscribers, so we don't know what has already been asked). Also, my expertise is more with the telephone portion of Fios, but there are other leads who know the cable television service very well.

Are you subscribed to the legacy Verizon cable television service (Fios One) or the new cable service that mimics streaming services (Fios+)?

Can you describe the Set Top Boxes? Are they the small black colored ones, or are they larger (traditional looking) ones?

Which router is Verizon leasing to you? Is it the G1100, G3100 or CR1000A/B?

In the past, has the Fios cable service worked properly, and the freezing is something that has recently started?

I'm thinking that if the router was the issue, then then the Internet service might be impacted as well.

clem21

Like dexman said, some information is very helpful here. If you can post pictures of the router and Fios boxes that would help a lot. Also like he said, if the router was going bad usually it will affect your internet service too. It could also be a splitter going bad, and there is at least one of them in your setup. Is the issue with your main box or another box if you have them? It could also be an issue with the box itself, and if it is it may be difficult to get a similar replacement box if it is older than the Fios One box. When you checked the wiring did you actually unhook and redo the connections? That helps if they have been undisturbed for a long time. Does it do it on ALL the channels or just a couple?

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