Picture freezing on multiple boxes
madmonk1
Newbie

For the past 3 weeks I have been having a lot of freezing and stuttering on all channels. Some times it last a for second or two and sometimes longer. It does it on both tv sets, one is a standard hd box the other is a dvr box.

About a week and a half ago everything went out for about 70-80 minutes. You could see where it said verzion and the boxes were on, just all the channels were unavalable like there was an interuption on Verizons end somewhere.

Half the time we can't even view the HD channels because when we switch to them they freeze or are just not there. Sometimes the boxes freeze and we have to turn them off for a minute to get back to watching the channels.

I have reset the boxes indiviually and I though it might have worked for a half a day but i think that was just wishful thinking. I have reset the modem and nothing. All the wiring has been the same since we have had FIOS. Everything is hooked up fine. I have run tests from Veriozon and they come back fine.

I truly think that it is at Verizon especially since all the channels went out on both tv's that one night. Is there anything else to try without having a technician out that I have to pay for?

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16 Replies
CDOsr
Enthusiast - Level 3

Boy, add me to the list of people with HD problems.  Fox News (618), FBN (617), 1AmerNews (616), NatGeo, FYI, and about a dozen other HD channels are so Pixelated (signal gaps) or just a frozen screen with or without audio.  So many of these are totally unwatchable.  And it's been at least 2 weeks.

At first I attributed this to some storms in the area, you know, high winds buffeting the satellite dishes at the uplink or downlink sites but this is been too long on the same channels.

I've done all the "self help" things and I certainly do not think it's my home wiring as I recently upgraded to Quantum and the techs checked the whole house wiring at that time.

I suppose it's time to call verizon, they ought to be caught up after the strike by now, but I'm afraid all I'll get is the old "unplug it, wait 10 minutes, plug it back in" circle.

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CRobGauth
Community Leader
Community Leader

Check your connections.

Start at the ont and make sure that each coax connection is tight.

Even if it feels tight, loosen and then tighten.

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Btaboada
Newbie

I am having the same issue on my TVs (that is why I am on here).  And yes, the connections are tight.   To me it almost seems like a bandwidth issue. It really makes watching TV difficult especially as the audio typically cuts out when it is occuring.

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CDOsr
Enthusiast - Level 3

I just got off the phone with Tech Support.  They said the Signal-to-Noise ratio (SNR) on my channels is below 30 with the worst channels being around 26.  They are sending someone out to check it out.  Considering that I upgraded to Quantum in February and they checked all the connections back then I don't suspect the connection.  I will post a message when they tell me what they found and fixed.

In the meantime, you can check the SNR on your box by first tuning to a channel that has the issue.  Then, on the remote, select "menu" -> "settings" -> "system information" (the one with the version numbers) and then hit the "Info" button for an additional screen.  The SNR that that specific channel is listed in the left column of values.  To check another channel, change the channel and repeat the menu choices.

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CRobGauth
Community Leader
Community Leader

Even though you just installed in Feb, something could be loose.

Never hurts to check.

Or could be bad cable. You might see something when you check.

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CDOsr
Enthusiast - Level 3

The Tech just left.  The problem was the ONT outside.  He replaced the internal board and that fixed the problem.  The Signal-to-Noise Ratio (SNR) was in the mid-20's on the worst of the channels, near 30 on the ones with pictures that had multiple line dropouts but good audio.  After replacing the ONT the SNR was above 40 on all the channels I tested.

The Tech was quick, efficient, courteous, and told me all the magic he was doing.  So far in my several dealings with FiOS Techs I have been extremely satisfied.  Thanks Verizon folks.

I don't know what the original poster's problem is/was so I'm not going to mark this as "solved" but my problem certainly is.

Djjoshuacarl
Newbie

this is SOOOOOO annoying. I just upgraded maybe 6 weeks ago and I get sporatic Audio/Video Freeze

I checked my SNR and Im getting good /  40-41 DB on the Channel and 26.7DB on the Settop Box

for the amount of money Im seriously considering going back to Xfinity.

((I actually work in AV and know all my connections are money, that was the first thing Ive checked, and did all prescribed standard resets and such))

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kdex86
Enthusiast - Level 3

The picture quality on many channels here in Massachusetts has been atrocious!  One of the affected channels is NESN HD (Ch. 576).  Tonight's Red Sox game is unwatchable, there are horizontal artifacts showing up on my TV screen every 5 seconds, and sometimes the channel "skips", similar to watching an OTA channel with a weak signal!  Unfortunately, because I selected a plan with a 2-year agreement just 2 months ago, switching to a different provider is not an option unless I'm willing to pony up a $220 early termination fee.

Anyways, here is a list of the affected channels in my area:

551 TNT HD
553 FX HD
576 NESN HD
577 CSNNE HD
583 FS1 HD
616 One America News HD
617 Fox Business HD
618 Fox News HD
620 Discovery HD
621 Nat. Geo HD
622 Science Channel HD
623 Investigation Discovery HD
629 FYI HD
630 Animal Planet HD
639 TLC HD
640 Lifetime HD
641 Lifetime Movie Network HD
650 QVC HD
657 Evine HD
658 WOW HD
683 truTV HD
697 Viceland HD
699 Freeform HD
731 AMC HD
734 IFC HD
746 HDNet Movies
770 BET HD
783 Discovery Family HD
793 Daystar HD

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cbinma
Newbie

Also having the same problem here in Central Ma on the same channels. It was really bad last nite to where it was unwatchable on some channels. It is better this morning.

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CRobGauth
Community Leader
Community Leader

You need to contact support.

This is a peer to peer support forum.

They can diagnose to help determine if you have a hardware issue.

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CDOsr
Enthusiast - Level 3

Well, in this instance it appears to be New England system wide and not an individual customer's equipment.  I had it happen too on many of the same channels (I didn't check as exhaustively as kdex86 did).

Yup, couldn't watch the Red Sox game either.  I was annoyed since I previously posted that similar problems were my ONT and that they fixed it.  Checked SNR on some channels and it was in the 40 range.

And then the next morning everything was back to perfect.  So I chalked it up to wind rattling their satellite dishes or whatever mystical electronic events cause signal interference and that it's all better now.  Didn't check for excessive sunspot activity 🙂

Expecting a cable service to deliver all channels perfectly 100% of the time is kind of unrealistic.  They all have some kind of outage from time to time.  So I woudn't consider jumping ship unless it's a persistent problem.  I remind myself that there was a reason I left Charter for FiOS and do I really want to jump back to that ship.  Usually the answer is a resounding NO.

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Massman
Enthusiast - Level 2

after "upgrading to Quantum TV," when it came out I have been experiencing intermittent picture freezing on both my media servers. I am getting very annoyed that this is happening considering how much FiOS charges for their service. It took me over a year to get the quantum router that I was suppose to receive when I upgraded to quantum. Now I have to deal with this issue. I have received new media servers but still the same issue.

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CRobGauth
Community Leader
Community Leader

Could be signal level issues.

Have you checked to make sure all fo your connectors are tight? Starting at ONT?

Have you checked signal levels on each box?

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duaneman
Enthusiast - Level 2

If your TV has built-in wifi networking make sure it is connected to your fios router.  At some point in time, my tv got disconnected from my router and did not reconnect.  I think the tv has been trying to reconnect to a network that appears in available networks or the router has been trying to reconnect with the tv and this has caused some kind of interference.  No picture freeze since reconnecting my tv to the network. 

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BananaRepublic
Enthusiast - Level 2

08MAY2019 Back to the Future:

From 05 May to 07 May the picture would freeze on multiple channels. Using the remote to change to another channel often you are not subscribed blah, blah.

By accident I found out that by changing channels a few times that the signal would usually come back normally for about another 20 minutes to a hour then deep freeze again. Rebooted STB and ONT several times = no help. Monday, 05 May, the wife contacted them and it would be fixed by 3:39 pm. Next joke! I contacted Min (whatever kind of name that is) Verizon Tech Support on 07May19,  AM  and I basically got the party line + she wanted me to reseat cables ...  I told her that I was hanging up on = BYE!

Luckily, we have an upstairs TV and obviously different STB on the same home network. So I turned on both TV-STB's to a movie on HDNET. 20 or so minutes later both TV's had the same exact image-picture frozen on them. I had my answer = Verizon. I learned that from Comcast. It's almost always them, and be very skeptical about anything they say or have posted online. A communication's company whose employees are kept in the dark. Lastly, turned on Router and ONT after work (07MAY19 late PM) and our service seems restored and working properly again (for now). 

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LawrenceC
Moderator Emeritus

As this thread is now over two years old, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.

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