Tv Channels freezing up

[Rambo1962]

my Verizon/Fios still freezing up had technicians out. He stated that it is the cable between the walls that goes out to the box outside and they cannot change the cable in the house between the walls out to the box. That is not the problem I can tell you when I was with Xfinity/Comcast. I didn’t have this problem at all in all users do is connect up to the cable with new boxes. I have escalated this to executive and still the issue hasn’t been resolved. So now I was forced to contact FCC complaint department. so I’m paying for channels 377, 379 and now 352. It’s starting to freeze up. Also you don’t know how far frustrating this can be calling him many many times for a technician to come out here to correct the problem and has it been fixed they change the splitters. They changed two boxes out of three so maybe it’s the third box? I know it’s frustrating for me.I’m getting to the point if this doesn’t get resolved I will go back to Xfinity Comcast because I didn’t have this problem freezing up on channels. Normally I would have to pay a $250 cancellation fee which would be wrong on your part because I’m paying for channels that are freezing up and you cannot correct or fix, and I said before it is not the cables between the walls because Xfinity and cable would work properly with no freezing up . So what is your next step to correct the problem? I don’t know how far you got to escalate this, but it’s got to go farther.

have two accounts and one with Verizon and Fios. The account I’m having issues with my TV keeps on freezing up. I have called several times for technicians on the phone. They have reset my box several times I have reset my box several times with my app and still continues to freeze up. So the next time the technician sent me a box to the TV, I set up the box correctly with the directions on the screen and still have the TV freezing up on channel 577 and 579 MASN Sport channel. I could be watching those channels for an hour and I’m certain they’ll freeze up sometimes just for a second to and other times for 10 minutes so that’s when the reset Hass to take place which is discouraging .All the other channels work properly no freezing they already sent out three technicians because to the house at separate times. Here’s what’s been replaced box to the TV the main box downstairs the cables to the TV outside the splitter in a connector.. but still, it freezes up on those channels, and I mentioned above. If you were me this would get discouraging. OK now we know pretty much everything in house has been replaced so this is my thinking since I have technician skills with computers in electronics one cable needs to be replaced from outside to inside the house or two there is a software glitch digital signal from your net work to 577 and 579 MASN net work. I read an article back in 2019 that you had issues with other people having their TVs freezing up on CBS. You corrected to software glitch between CBS and Fios and Verizon. I’ve been a long-term customer with my phone. I just added the TV to the account and ever since I’ve been having issues with it if this does not get taken care of soon as possible . I’ve been on the phone and technicians being at the house is time-consuming and irritating with the TV freezing up I will have to  cancel my phone and TV and go to another Net work that will provide no freezing up on channels . All I’m asking for is this to get resolved and I will stay with you. Please reply back I need your help. Thank you.

[dexman]

I may have missed this in the post, but, has the cable that runs from the ONT to the main STB been temporarily replaced by another cable?

The idea here is to completely bypass the first section of installed cable and all other hardware.

If the problem clears, then everything within the installed run would need to be replaced.

Another point of potential trouble are poorly prepped coaxial cables. Removing too much shielding, having shielding short the center conductor or not appling the connectors correctly can cause reception problems.

[clem21]

When you replaced all the coax, did you replace ALL the splitters with MoCa 2.0 certified ones? Do you have any open ports on a splitter? Were you able to replace the one cable from the ONT to the first splitter? Did you use pre-made cables or did you make them yourself ? Have you checked with anyone else nearby that has Fios and has access to those channels to see if they have the same issue? Have you looked here for the SNR and error count when the channels drop out:

Main Menu > Settings > System Information

All that info would help us help you.

[Rambo1962]

The technicians only replaceed two out of the three boxes and splitters cables were not premade. Technician from FiOS said they could not replace the main cable going inside the walls from outside but the channels the store freezing up never had this issue when I had Xfinity Comcast, so i why am I having this issue with a Fios if they replace three 2 out of three boxes. Technician should changed his third box. Don’t know if that’s what’s causing the freezing off of three channels all the other channels or OK. I am paying to receive all channels and three channels that freeze up. I watch the most. The technicians should know what all to check. It’s not up to me as the customer to fix this issue. If not fixed, I will go back to infinity. Comcast never had freezing in issues with channel.. salesman told me when he was here that FiOS is better than Xfinity, and it would be a lower cost. So I decided to go with FiOS but if I knew I would have this problem, I would’ve stayed with Xfinity.. I have spent many days on the phone calling FiOS customer service I’m to the point where I’m tired of it all. I just can’t understand why the technicians cannot figure it out. Please escalate this higher than executives. I already put a complaint in at the FCC complaint department on the website. How would you feel you had the same issue?

[Rambo1962]

As I said, do you got a new three boxes replaced by the technician it’s up to the technician to be able to figure out what the issue is and they still haven’t figured it out in the last me with the issue not been resolved. The technician stated that as the cable is coming from the main box outside into the yellow boxes through the walls so he said we cannot replace the cable from the main box outside with the splitters into the other boxes because the cable runs through the attic down through the walls, but here’s the kicker when I had Xfinity Comcast never had an issue with channels freezing up so it’s not the cable line running to the house. They only put two out of the three new boxes so maybe it’s the third one I don’t know I’m not a technician that’s what they get paid to do. This needs to be escalated with FiOS or I will go back to Xfinity Comcast when I didn’t have this issue a salesman they came to the door said FiOS was better than Xfinity and lower cost so I changed to a Fios. If I knew this issue would have happened I would’ve never changed. I just want the technicians at FiOS to figure out this problem. The technicians should know in been trained to figure this out, not leave me with the channels freezing. So I contacted the FCC and found a complaint online. I also got a ticket number from FCC so they will be contacting Fios on this issue. If it does not get resolved, I will switch back to Xfinity Comcast without paying your $250 cancellation fee so please do whatever possible to get this straightened out.

[dexman]

I'm not a Verizon employee. I'm just an end user/Verizon Fios subscriber who happens to have worked in the telecom industry for 23 years as a Central Office technician.

If my memory is correct, Verizon is not responsible for inside wires/cables unless either they ran them, or the user has a wiring maintenance plan. If this is incorrect, someone who knows for sure will post the correct information.

Either way, the steps I spelled out are to help to isolate a potential trouble with the inside wiring.

[clem21 · Accepted solution]

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@dexman wrote:

I'm not a Verizon employee. I'm just an end user/Verizon Fios subscriber who happens to have worked in the telecom industry for 23 years as a Central Office technician.

If my memory is correct, Verizon is not responsible for inside wires/cables unless either they ran them, or the user has a wiring maintenance plan. If this is incorrect, someone who knows for sure will post the correct information.

Either way, the steps I spelled out are to help to isolate a potential trouble with the inside wiring.

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Dexman is correct. Unless you have an inside warranty, any wiring inside the house is your responsibility. Was the box that didn't get replaced a VMS unit or a mini? Do you have 4100 series boxes or older units? It was possible that replacing the units adversely affected the cabling you had with Xfinity. It is also possible the splitters Xfinity uses do not meet the standards necessary for Fios. As we both said, first replace the cable going from the ONT to the inside, and the splitters. If that doesn't fix the issues it may still be an equipment problem, but only if the box that wasn't replaced was the VMS unit.