No Live TV, But On Demand Works.

[TillyJean]

I really hope that someone can help me. I have tried support, however they are either unable to understand what I am explaining or they have never seen this problem before.

We did the self install on existing fios cables in our new home. The box would not stream live. We could access and watch on demand, see all menus, etc. The first technician said it was the box, so they sent a replacement.

We finally got the replacement (UPS delivered it to the other end of town...) and installed/activated today. The situation is the same. For several hours, I have been working with support and they simply do not understand me. I am getting canned responses that make no sense in response to what I am telling them. It's really frustrating.

The SNR level is poor. It's around 26-29 fluctuating for all channels and for the box itself. They are blaming the cable, however my DVR worked  perfectly fine. So, I don't believe that the problem is the cable.

They want to send me another box. I told them not to. I have a service appointment scheduled, that I was told I would have to pay for. That also doesn't make me happy since I am sure the cable is fine and they will want to replace it and charge me.

Am I missing something?

[SinCara]

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@TillyJean wrote:

I really hope that someone can help me. I have tried support, however they are either unable to understand what I am explaining or they have never seen this problem before.

We did the self install on existing fios cables in our new home. The box would not stream live. We could access and watch on demand, see all menus, etc. The first technician said it was the box, so they sent a replacement.

We finally got the replacement (UPS delivered it to the other end of town...) and installed/activated today. The situation is the same. For several hours, I have been working with support and they simply do not understand me. I am getting canned responses that make no sense in response to what I am telling them. It's really frustrating.

The SNR level is poor. It's around 26-29 fluctuating for all channels and for the box itself. They are blaming the cable, however my DVR worked  perfectly fine. So, I don't believe that the problem is the cable.

They want to send me another box. I told them not to. I have a service appointment scheduled, that I was told I would have to pay for. That also doesn't make me happy since I am sure the cable is fine and they will want to replace it and charge me.

Am I missing something?

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Ondemand and the guide info is pushed via the router which is why you are seeing that.

It sounds like you either have a splitter issue or there is an ONT issue if the signal is poor.

DId support run a diagnostic on the ONT on their end?

Did you upgrade to Quantum? If so check to make sure any splitters are moca 2.0 otherwise that could be the issue.

If a tech comes out and finds out the issue was on their end there will be no charge, but if it's something on your end like your coax cable then there will be.

A tech will check the ONT, splitters, all outlet connections and signals, etc..