One Channel Freezing Up

[seanpb2]

Just wondering if anyone ever found the answer to this?  I have the same problem - that went away for a long time, but these last couple of weeks it's been happening at least once a day.  It's always the same channel (#504 - CBS in the Boston area) - all other channels work just fine and this particular one keeps freezing up.  I have to reboot the STB each time.   It happens to also be the same channel we watch most frequently/record things on.  Thanks!

[Scooter31]

No issues since fix was deployed. Others sound good as well. 

[seanpb2]

I think we might be there!!!!  Woooo!!! 

[Nilsa_VZ]

Hello @gba2013, 

Please let me know if you are still experiencing the issue. 

Thanks and stay safe. 

[gba2013]

I did get a software push late in the day on May 1st.  So far, so good.  Hopefully this very annoying issue is behind us.  

[Scooter31]

504 now experiences very frequent drop outs.  Seems fix is resetting signal which is better than freezing.

[Nilsa_VZ]

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@Scooter3 wrote:

504 now experiences very frequent drop outs.  Seems fix is resetting signal which is better than freezing.

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Hello @Scooter3,

Thank you for letting us know. I will bring this to the attention of our development team immediately. 

Thank you! 

Nilsa

[Cloudyplusplus]

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@Nilsa_VZ wrote:

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@Scooter3 wrote:

504 now experiences very frequent drop outs.  Seems fix is resetting signal which is better than freezing.

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Hello @Scooter3,

Thank you for letting us know. I will bring this to the attention of our development team immediately. 

Thank you! 

Nilsa

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We've noticed this also. It happens fairly frequently, but as mentioned, it resolves itself in about 5-10 seconds. Thanks for the update.

[Michael7851]

Definitely still happening. 504 experiences very frequent drop outs.  The fix is resetting signal but when will this ever end. Verizon please update with an estimated time for the fix.  

[HelplessTV]

Nilsa--

HELP again--

504 definitely dropping out for several seconds every few minutes...and also losing sound intermittently...what's happening????? 

[NeedHelp71]

Yes, still a major problem. It appears that many users were OK after the May 1 update, but I’ve been having the same problems since then. I called tech-support again about a week ago and they said it would be updated within 48 hours.

From my sys info screen:

Release Apr 6-9

Build 26.60

is this the latest version?

if it makes a difference, I am in Medway MA. 

[Nilsa_VZ]

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@NeedHelp7 wrote:

Yes, still a major problem. It appears that many users were OK after the May 1 update, but I’ve been having the same problems since then. I called tech-support again about a week ago and they said it would be updated within 48 hours.

From my sys info screen:

Release Apr 6-9

Build 26.60

is this the latest version?

if it makes a difference, I am in Medway MA. 

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Hello @NeedHelp7,

The latest version is 26.61. The push has been sent again. Please let me know if that fixes the issue. 

We apologize for this inconvenience.

Thank you and stay safe.

Nilsa

[NeedHelp71]

Been a few hours now.... so far so good. 
Thanks!

[PG171]

I’m having the same problem. Channel 504 is dropping quite often tonight, but it’s not freezing like before. Still quite frustrating. 

[Michael7851]

Watching CBS This Morning and every other word is dropping out. When will Verizon get their act together and fix this problem permanently. It has been going on for months, granted the station 504 is not freezing up but dropping every other word is not acceptable. This is the service that I pay close to $200 a month for. 

[lola14]

Nilsa

     It seems the problem is fixed so far . As of yesterday 4/30 late morning my channel 504 hasn't froze . So far so good this morning , still working ok , fingers crossed.. Could someone tell us where the problem was so that if it happens again we'd be able to tell the tech what had happened and how it got fixed . would really appreciate it , instead of rebooting it several times and have it work for 10 minutes or so.

Thank You

[Nilsa_VZ]

Happy Friday @lola1,

We apologize for the inconvenience you all have experienced. 

Happy to hear the fixed deployed yesterday is working. The development team stated the problem was the interaction between that particular transport stream and the DVR engine on the VMS4100. This required a code change to no longer be susceptible on the set top.

Stay safe and have a great weekend. 

Nilsa

[petesza1]

Hi Nilsa,

No freeze ups for us last night, Woo Hooooooo!

The real test will be Survivor. 

Thanks too, for the description of the issue.  I'm going to remember that if this issue ever comes back!

Thanks,

Pete

[Nilsa_VZ]

Happy Friday @petesza, 

I'm happy to know it is working!! Yay! 

Have a great weekend and stay safe!

Thanks. 

Nilsa

[Gweagraff]

I thought the problem was fixed, but it seems to have returned. I've seen it happen twice yesterday and once today. I really think Fios TV is going downhill.

[Scooter31]

Yes dropouts have returned yesterday and today. 

[clem21]

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@Scooter3 wrote:

Yes dropouts have returned yesterday and today. 

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Ill repost this to support, thanks.