Video Pixelation/Freezes/Sound Drops/ONT VID red light - Advice Needed
robbjay
Enthusiast - Level 1

Hello All:

Just want to get some feedback.  New FiOS (triple play) installed 5 weeks ago - All perfect for 4 weeks but for the last week I'm experiencing all these problems only on FiOS TV (internet and phone is fine).

1) Mostly(95%) happening in the evening after 8PM which is wierd but does happen sometime during the day.  

2) Video pixelates so much you can not watch many channels.

3) Video freezes and forces a reboot of STB and sometimes ONT.

4) Sound drops out on many channels.

5) ONT now has a constant solid RED light.  (On install all ONT lights were solid green).

6) System Diagnostics Setting shows SNR:FAIR

I've used Verizon IN-Home Agent which finds nothing wrong.  I've called support and had the signal resent.  I've had support reset the ONT.  

I was told by Support Tech on phone last night that something is wrong with my "in-house" wiring and NOT fiber signal coming into the house and that I would have to probably pay for the service visit to fix.  I setup the appt. because I want it fixed but I have a hard time believing it is my in-house wiring as the initial install 5 weeks ago was perfect and the ONT did NOT show a red light on VID - which just began last week with all my problems.

Any feedback from USERS or VERISON Support would be helpful.

-robert

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robbjay
Enthusiast - Level 1

Thanks all:

ALL FIXED.  Verizon Tech visited this morning.  The red light on VID means the signal is "out of range" from the fiber coming into my premises.  He de-tached the fiber cable from my ONT, cleaned the head of the fiber cable, and unkinked the cable. Once he re-seated the fiber cable to the ONT, the red light on VID went off (off is default) and all services were excellent.  No sound droups, freezes or pixelation on any channel.  Also, Internet speed was was more stable and consistent.  He also checked the SNR which said GOOD vs FAIR before he fixed.  Took 10 minutes.  Tech John was helpful, knowledagble and explained everything!

Happy customer!

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dmb11701
Enthusiast - Level 1

I have been dealing with this EXACT issue for Months. I can't bring myself to call out a technician because it will cost me  hundreds for new wires etc(according to Verizon) My other option is to add the service contract to my already HUGE bill. I have replced my set top box 2 times in the past year. still happens. Especially at night. Tonight is unwatchable. so frustrating!  all help- is no help....

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robbjay
Enthusiast - Level 1

Thanks all:

ALL FIXED.  Verizon Tech visited this morning.  The red light on VID means the signal is "out of range" from the fiber coming into my premises.  He de-tached the fiber cable from my ONT, cleaned the head of the fiber cable, and unkinked the cable. Once he re-seated the fiber cable to the ONT, the red light on VID went off (off is default) and all services were excellent.  No sound droups, freezes or pixelation on any channel.  Also, Internet speed was was more stable and consistent.  He also checked the SNR which said GOOD vs FAIR before he fixed.  Took 10 minutes.  Tech John was helpful, knowledagble and explained everything!

Happy customer!

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_dot
Specialist - Level 1

hi, Doing a search of these forums i've seen that red video light problem before...i think it means low signal from your fiber line going into the ont, you might open the customer accessible portion of the "box-that-your-fiber-line-connects-to-your-house-in" to make sure the connections are clean and tight, if so, call the tech to your house?

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_dot
Specialist - Level 1
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