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Everytime I watch a television show or movie from Video-On-Demand, the picture freezes then goes to black then an error message appears.
This happens on average at least three times per viewing.
I've tried manually reseting my router and Set-Top box, and doing all the options available from In-Home-Agent.
The problem still persists.
How can I fix this?
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Sorry for the trouble with the Video On Demand (VOD). What you are experiencing is a signal interruption. This can be caused by a bad connection overtime. Please unscrew the coaxial TV cord that goes from the back of the Set Top Box (STB) to the wall. Once unscrewed, screw right back on. Do the same for the coax cord from the back of the router to the wall. If issue persists, please send me a private message so we can take some other options.
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I've tried your suggestions and my issue still persists.
I'd welcome any other options.
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Are you able to test your internet connectivity when this occurs? If you are, see if you are able to get out to the internet as soon as your VOD content freezes. If your internet is also down at the same time, call into support to diagnose intermittent loss of internet. Another possible cause for this issue is a poor connection between the router and STB. You can check the connection speeds from the router to the STB using the below instructions.
Here's how to check: (These instructions are for an Actiontec router)
Log into your router
Click the "My Network" icon at the top
Find one of the STB's in the list of attached devices (Named IP-STBx)
In the box to the right of the device, click the link that reads "MoCA Diagnostics Information"
A table will come up that shows the approximate connection speed from the router to your STBs (highlighted in the image below). Speeds are displayed in Mbps.
This is what mine looks like:
What do yours look like?
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I was able to test my internet connectivity - My internet was NOT down at the same time, I was able to get out to the internet as soon as my VOD froze.
These are the approximate connection speeds from my router to my STBs:
STB1: DEVICE 1 - 219.85
DEVICE 2 - 232.33
DEVICE 3 - 214.55
STB2: DEVICE 1 - 219.85
DEVICE 2 - 233.75
DEVICE 3 - 213.77
STB3: DEVICE 1 - 229.37
DEVICE 2 - 228.22
DEVICE 3 - 213.34
My VOD freezes on all three of my STBs.
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Can you please also see what kind of signal and connectivity you have on the STB.
Press Menu
Customer Support
Self Diagnostics
What is the RF OOB S/N Ratio
Make sure all else is fine
Next
Press Menu
Customer Support
In-home Agent
Network Diagnostics
Report Results please
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I'm sorry, I don't understand what you mean.
Where do I "Press Menu"?
Log into my router again?
Use my In-home agent?