Poor Picture Quality on Quantum TV
jdemo721
Enthusiast - Level 2

Ok so lately i have noticed that I have poor picture quality when watching anything. It is really noticeable with backgrounds that are dark. I notice smearing or black articats and it looks fuzzy around certain parts. Its not my tv because if i watch any other source on my tv everything is crystal clear. Has anyone come across this issue before? And before i go through all my troubleshooting steps that i have done, let me start by saying i am a former verizon employee and currently a systems engineer so troubleshooting is what i do.

So far i have tried all these troubleshooting steps with no success.

tried all the Verizon troubleshooting fix tv fixes on the receiver

Unplugged power and all cables to VMS receiver.

Reseated all cables confirmed the connections were tight.

Factory reset VMS receiver.

changed all the splitters in my house and tightened all connections. (used brand new splitters provided by verizon tech)

checked my connections on the ONT.

moved my client box to my tv but still the same. Have the same issue on all tvs and all receives vms or client.

i think that the issue is either my VMS or my ONT. I am leaning towards its being the ONT and after speaking with with some of my Verizon Fios tech friends I am thinking it is the ONT because i have the older B-ONT i think its called and not the newer G-ONT.

What are my options? Can i get Verizon out to replace my ONT? I am really getting frustrated and will think about switching to anoter service or cancelling my TV service altogether soon.

Thanks

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1 Solution
clem21
Community Leader
Community Leader

@RG625 wrote:

I forgot to ask...

You guys established the video quality is better on the VMS4100 STBs in terms of the issues discussed here.

But do you guys have the VMS4100 video setting set to to 2160p where the STB actually does the upscaling?

Suppose one wants the video setting on 1080i to let the TV to the upscaling? Can I expect the same improvement in picture quality over the VMS1100?? 


Tough call as I had the 7200 boxes and skipped the 1100. It was an improvement over the 7200 in PQ, and as far as scaling goes it isn't too bad either. It seems to apply some enhancement processing the earlier boxes didn't have. Still the same signal coming in, so if you dont like it you could go back to the 1100. Also the scaling question is greatly affected by the TV you are using. Some may be better, others worse.

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55 Replies
freshjs_23
Enthusiast - Level 2

I am having the same problem and have read several other forums with the same issue.  This is a brand new connection (Gigabit internet and Triple Play Ultimate package) and the VMS is connected to a 82in Samsung MU8000 series 4k tv and the picture quality is way worse then my 4 year old 55in LG LCD $500 tv.  

I have seen numerous posts that the fix was replacing the new quantum gear with the older equipment and the picture quality went back to being crystal clear.  If I run Netflix or any other source the picture is crystal clear as well so it's only the Verizon connection that has the issue.

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jdemo721
Enthusiast - Level 2

Thanks for the response. Must be something in these model VMS then. Kinda don’t wanna go backwards to the old DVRS and stuff. 

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freshjs_23
Enthusiast - Level 2

I agree with you and definitely won't be going back to the old equipment.  I just can't believe the new quantum equipment hasn't been addressed yet with all the complaints I've seen.  I don't think replacing my brand new ONT is going to fix the issue but I'm running out of options.

I've tried going into the settings on the VMS and changed the video output to 1080i and 1080p and still no difference.  You can try that if you haven't already as I did see one post where it fixed it bc it is natively set to 720p by default.   I had no luck with that or any other settings on my VMS or TV.

IF you figure something out that works please update me and I will do the same.

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Seeker1437
Community Leader
Community Leader

If I may ask, what kind fo cabling are you using to send video from the VMS to the TV?

Is your TV a 4k TV?

Have you tried making sure the box is sending a 1080 picture? (Menu > Settings > Audio & Video > Video Settings > Video Format)

jdemo721
Enthusiast - Level 2

my VMS and all client boxes are connected to TV via HDMI cables. I even changed the HDMI cables and tried different ports on all my tvs. It does the same thing on all my tvs but my TVS are Samsung 1080P LED not 4K. and yes i checked the format was 1080p.

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freshjs_23
Enthusiast - Level 2

Yes using all HDMI High Speed cables that are rated for 4k ... Using a 2 4k tvs and 1 older LG LCD which happens to be putting out a better picture than the 4k tv's now that we have switched to quantum.  

The problem is definetely with the new Arris VMS 1100 they are giving customers for Quantum.  It's all over the forums and as soon as you put and Motorola box in its place the problem is gone and the picture is crystal clear.  

I've been to my in laws who have comcast with a 6000 series 4k Samsung tv (which is the lowest end Samsung line) and the picture is crystal clear and flawless.  It blows my 82in 8000 series away.  I'm starting to consider going to Comcast for TV and keep Verizon for the gigabit internet connection.

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Seeker1437
Community Leader
Community Leader

I am actually pretty curious now, I am going to take at look at my VMS and see what I can do to improve the picture quality.

Hmm on HD channels even? I will take a closer look.

jdemo721
Enthusiast - Level 2

Does it in all channels.

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freshjs_23
Enthusiast - Level 2

I'm only referring to HD channels as that is the only thing I watch.  95% HD sports channels such as ESPN HD, ESPN2 HD, GOLF HD, and any other channel that hosts sports in HD.

** It could be happening for Standard Def too I just haven't checked those since the only channels i do watch are all HD.

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Juelliton
Newbie

I have the same problem for a long time now. I have called Fios and they had sent me another TV Box, but the image still the same, some suff the I watch on HD channel have SD image quality and I am watchin on a OLED LG 65 inch TV.  

Now I am seriously thinking on switching my TV provider, in fact I am already reseaching to see what there is out there, it is just not acceptable the quality of the image.

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jdemo721
Enthusiast - Level 2

I sort of threw in the towel and am just going to live with it i guess. I had Verzion out here 3 times. Changed the ONT, gave me two new VMS boxes and also changed all the splitters in my house and changed the coaxial going from main splitter to my VMS. Still have the same picture quality issue with the black smearing and shadow effects. I believe the only solution is going back to Legacy DVR boxes but i am not willing to lose the feature of the quantum so im stuck.

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CRobGauth
Community Leader
Community Leader

I have 3 Samsung TVs of varying age and don't have an issue with any one of them.

Try this

Hit d button. Select my connected devices Hit ok. Chose one of the stbs. Hit ok. select advanced Use the down arrow. Go to page 2. See what moca speeds you have. Should be 600+.

jdemo721
Enthusiast - Level 2

Yeah its random i think. Because i also have 3 Samsung TV's of varying ages and I have issues on all of them.

Verizon already checked my MoCa speeds and they are all where they should be.

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rajaks
Newbie

Ok dont waste your time,if you want better quality,i have added a second client box so i have both boxes connected to same tv lg oled 65.watcing with client box is better than the main box. Dont ask me why.i dont use main box. Since verizon could not solve issue. They are crediting the cost for extra box. Its worth a try

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jdemo721
Enthusiast - Level 2

Ah that didn’t work for me. I have the same issue on my client box and I even ha don’t client box replaced as well with the same issue. The only solution for me would be to go back to the legacy boxes but I’m not willing to do that.

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Waxer92
Newbie

I am having the exact picture quality problems. It was not until I purchased a Sony A1E 65 that I really noticed the pixelation and blurriness. I have changed the VMS1100 and splitters. Upgrading to 1 gig ont this week but I am not confident the picture will improve. Same as others Netflix and internet sources are great just a Verizon issue. Very frustrating. 

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jdemo721
Enthusiast - Level 2

yup same exact thing. I havent resorted to ditching the quantum receiver and going back to the legacy ones but from everything i heard that might be the only thing that fixes this. Crazy that more people are not complaining. I guess maybe they think its normal or dont care enough to complain. I basically gave up because i did want to get rid of the quantum service i need to record a lot of shows on my DVR.

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ovived
Enthusiast - Level 1

What is the difference between Legacy boxes and Quantum boxes? I'm a new FiOS customer (since May1) and I just got the Ultimate TV plan and 1gbps Internet. I have the new Arris boxes I guess, one in my living room and one in my bedroom. I notice sever ghosting and horrible pixelation on scenes with a lot of dark/black colors.

I just got a 75" QLED Samsung and now i'm really upset  now I don't want my quality to be so poor... what should I do please help

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jdemo721
Enthusiast - Level 2

My understanding is the main difference is that the quantum boxes act as client-server. The main Box is the video server that record up to 6 shows at one time (12 if you have 2)and all the other smaller boxes act as the client that basically connect to the server box to access all the recordings and basically all of Fios. Without the video serve nothing will work. The legacy boxes work pretty much independent of each other but you can only record 2 shows at one time on them. You can do multipoint watching with them however.

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ovived
Enthusiast - Level 1

Wait, seriously? The most I would record is 2 shows at once.. at MOST. so you're telling me I can request legacy boxes and get the better picture quality? I'd love to do that... because on HBO I see some bad blurry blacks and ghosting when watching Sucession I notice it everytime i watch it, it's annoying now. ESP on stuff I record with the DVR and watch later..Im a new fios customer so I expected way better video quality (as advertised)...

Can you confirm the older boxes fix the problem?

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