Set top box and Fios

[Silversurfer1]

 I just got installed by a Verizon tech about a week ago. I have the set tv top box (small streaming box),  an vms4100atv box and the Verizon router.  So three devices at my main tv. The ONT is in my basement. Coax runs from the ONT to the same wall jack behind my main TV that has the Ethernet  port.  The Ethernet cable runs from the ONT to the wall jack behind my main tv. The tech set up the Verizon router to have the Ethernet cable run from the wall into the Verizon Router.  The coax comes out of the wall and into a splitter and from the splitter one coax goes to the Verizon router and the other one goes into the Verizon vms4100atv.   The Verizon router has an Ethernet cable running out of it to a Deco 6e mesh router. I have a second deco 6e node upstairs. All of my devices that existed before I got Fios tv and internet connect to the deco mesh system    The only devices on the Fios router are the Fios tv devices.   For most of the day every thing works fine. But at-least three times a day my tv screen freezes while I watch Fios tv and I get a spinning circle and then a black screen that says vms is not available and Fios tv vms is unavailable.  The sound of the program I’m watching still comes thru but there is no picture other than the Verizon no vms screen. I have to reboot the system inorder to get it to work again. 
I also have had messages Stating low internet speeds on a second tv that while streaming  Disney+ from a firestick  while I’m watching Fios tv on my main tv.  When the main tv is displaying the no vms message I can usually still stream from my firestick on the second tv in the next room. 
I would think the tech set up the system correctly.   I had a tech come out yesterday and he was perplexed especially being it didn’t lock up until a few minutes after he left the house. He was here about an hour and a half.  He did add a Verizon extender hooked to a coax jack upstairs so I could hardwire Ethernet to two desktop computers upstairs in a home office and get gigabit speed in the office. Nothing hits that extender wirelessly. I only needed it to hardwire the two computers. All other devices upstairs hit the deco mesh node upstairs.  
Any ideas on what could be wrong? I have another tech coming tomorrow to look at everything that is supposed to be more skilled.  I had told them I’m about to cancel and go back to spectrum.  It’s frustrating for this to not work right as soon as it was installed. 
im thinking it might be a coax issue or hdmi issue. Because yesterday it froze up again so I u hooked the secondary mesh system that has all my other devices running thru it and the problem still occurs. I set up the secondary as AP as well and the issue still happened.  I noticed when I moved the Verizon router the picture cut out entirely momentarily and then returned but I checked all connections and they were all tight.  I am stumped and apparently so are the Verizon techs.

[clem21]

If you have the 4100 series boxes, they have been out for about 4 years now. Sounds like the system was setup correctly,

This is a basic setup. If you wired your mini, you would need a source for coax or ethernet from the Fios router for them. They operate on a hidden network generated by the Fios router. As far as it giong down every few hours, does your internet go down at the same time? It IS possible the splitter is faulty as it could cause issues. You could also check here and see if there is anything the system can identify as wrong:

Main Menu > Customer Support > Top Support Tools > Fix Fios TV Issues

Also look here and make sure all your devices show green connections:

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

You can also run tests on the ONT by highlighting it on the Connected Device Status screen, then click OK on the remote. That will give you several tests you can perform on the ONT to make sure it isn't faulty.

You can check other devices from that screen too, by highlighting them and clicking OK.

Hopefully you can find the issue the tech wasn't able to.

[Silversurfer1]

Thanks for the reply and the diagram.  Much appreciated. Oddly four techs now said” oh you have the new box”.  Maybe they mean the streaming box?  The other box is the VMS4100ATV.   I had another tech out tonight and he was very knowledgeable.  He replaced the two boxes. He thought it was the VMS4100atv that was possibly faulty.  He swapped out the streaming box as an additional precaution. Programmed the new stuff and reset everything He had a refurb router but didn’t swap it out because he said he really thought the router wasn’t the problem. I’m getting high speeds with it now. At his suggestion I eliminated my mesh router and am now using just the Verizon router and their extender so basically still a mesh system just now using all their equipment. I am using the extender for wiring my desktop computers in my office so I get gigabit speed on them.   I will report back if this solved the problem.   I think he got me sorted out.  I will know for sure tomorrow because I’d go a few hours and freeze up so the answer will reveal itself by tomorrow. 

[Silversurfer1]

Well so much for wishful thinking.  The problem recurred this evening a few hours after the tech left.  So it’s not the boxes.  The router’s led light stays solid white and I have internet but the tv shows a VMS not connected error. I suppose the splitter or ONT could be bad. I’m about to throw in the towel and just go back to Spectrum.  This has been happening since the day it was installed and they can’t figure it out. 

[dexman]

I would double check splitters. They should be MoCA 2.0 or higher. Things to look for with the cabling:

. Unterminated ports. Either plug with terminator caps or replace with a model with fewer ports.

. Improperly terminated cables. Any that are deemed suspect should be cut and re-terminated.

. Loose connectors. Tighten.

. Splitter is not MoCA 2.0 or higher. Replace.

🙂

[Silversurfer1]

The tech informed me that as he was closing out the ticket for the job he saw an error on the box that he’s never seen before. He contacted tier 2 support and was told it was a backend error   And nothing was wrong at my house or with the equipment.  They said it could be a bad update download. They said they will work on it.  But it’s now been 5 days and it’s still doing the same thing it’s done since the day it was installed.  It buffers and then freezes and I have to restart everything.  This happens numerous times a day.  Very frustrating.  The streaming box is a good idea but seems half baked at best. 

[kh-gary]

Hi Silversurfer1,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger inbox for a message from a Verizon support agent. You can find your inbox by clicking on the envelope icon that appears at the top right corner of this page. Response times may vary and may be delayed at this time. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.