New Set top box keeps dropping internet connection
Barsac
Enthusiast - Level 2

I recently got a new router and TV set top box from Verizon.  Now I frequently have the set top box lose internet connection. And I can’t stream. The cable still works and I can stream thru my PC and phone and iPad but not the TV.  I have to reset everything and then re-add all my apps like Netflicks, Apple TV, etc. which is a major pain and time consuming. I have a Samsung TV and a Yamaha receiver .  I also can’t get sound thru my home theater anymore, just the TV.  It worked briefly once when I  unplugged everything .  The home theater is hard wired.  Is this a defective tv set box?

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clem21
MVP MVP
MVP

@Barsac wrote:

Hi

It is a VMS4100.  it has been acting up ever since I got it. Now the regular cable isn’t showing up. Just the streaming

brian


Check all the splitters and coax connections and make sure they are clean, correct and tight. Also make sure the splitters are MoCa 2.0 certified and the HDMI cable is High-Speed certified. You can also look here to see if the connections are good:

Main Menu > Customer Support > Top Support Tools > Connected Device Status

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clem21
MVP MVP
MVP

@Barsac wrote:

I recently got a new router and TV set top box from Verizon.  Now I frequently have the set top box lose internet connection. And I can’t stream. The cable still works and I can stream thru my PC and phone and iPad but not the TV.  I have to reset everything and then re-add all my apps like Netflicks, Apple TV, etc. which is a major pain and time consuming. I have a Samsung TV and a Yamaha receiver .  I also can’t get sound thru my home theater anymore, just the TV.  It worked briefly once when I  unplugged everything .  The home theater is hard wired.  Is this a defective tv set box?


First we need to know what set top box you have. Is it a VMS4100 (Fios One main), an IPC4100 (Fios One mini) or a new stream box?

Barsac
Enthusiast - Level 2

Hi

It is a VMS4100.  it has been acting up ever since I got it. Now the regular cable isn’t showing up. Just the streaming

brian

dexman
Community Leader
Community Leader

It can be difficult to determine if coaxial cable was properly prepped before the connectors were applied. While shorts and incorrect length "stingers" are easy to spot, it is impossible to see if the cable's shielding was properly prepped before the connector was applied.

dexman
Community Leader
Community Leader

In addition to Clem's advice, I would add to check the error counters in the STB to see if they are incrementing.

<Menu> Customer Support->Top Support Tools->Connected Device Status->(Toggle to the device in question) <OK>->Advanced Diagnostics->(OK)

Note the bottom two data fields. Are they all "0"s?

Next, toggle to page 5 of 5. Are any of the data fields red colored and maybe incrementing periodically? 🤔

Barsac
Enthusiast - Level 2

Well I checked all the connections and they look good.   I saw all 0s on that one screen and nothing red on the 5th screen.  I did disconnect and reconnected everything. So it is now working correctly.  It only dropped the internet connection once for streaming but that is easy to fix.  I assume it is just a faulty desk top box.  

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clem21
MVP MVP
MVP

@Barsac wrote:

Well I checked all the connections and they look good.   I saw all 0s on that one screen and nothing red on the 5th screen.  I did disconnect and reconnected everything. So it is now working correctly.  It only dropped the internet connection once for streaming but that is easy to fix.  I assume it is just a faulty desk top box.  


Post back if the problem shows up again.

clem21
MVP MVP
MVP

@Barsac wrote:

Hi

It is a VMS4100.  it has been acting up ever since I got it. Now the regular cable isn’t showing up. Just the streaming

brian


Check all the splitters and coax connections and make sure they are clean, correct and tight. Also make sure the splitters are MoCa 2.0 certified and the HDMI cable is High-Speed certified. You can also look here to see if the connections are good:

Main Menu > Customer Support > Top Support Tools > Connected Device Status