Fios digital signal scrambles - breaks up
Natick
Newbie

My digital signal breaks up, scrambles with no picture, no sound. Sometimes it completely disappears, other times the picture just breaks up into little squares of digital junk. Very frustrating. The picture and sound will be missing sometimes for 5-10 seconds. When this issue happens - it will continue to happen for a long time regardless of channel.

Is it my box?

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Re: Fios digital signal scrambles - breaks up
Bob_Robertson
Specialist - Level 1

its the box, or the signal getting to the box...

unplug the power... check the COAX from the box to the wall

make sure the COAX is nice and tight on both ends... if there are any COAX splitters in the mix, check them as well

plug the power back up and see how it goes

if need be, and if you have more than one box, swap boxes/rooms

if all else fails... contact tech support

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Re: Fios digital signal scrambles - breaks up
GaryDoug
Specialist - Level 1

Check the coax cable at your ONT box as well especially if it's outside somewhere "critters" can get at it. Anyone or anything been digging in the yard lately?

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Re: Fios digital signal scrambles - breaks up
yenracd
Enthusiast - Level 3

Mine FIOS has been doing this recently too!   It was fine until about a week ago.   I reset the box, checked things, unplugged, reset all the things that are usually suggested and it hasn't fixed the problem.  I was going to give it the weekend and then call tech support to see if it's something outside of my house.

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Re: Fios digital signal scrambles - breaks up
yenracd
Enthusiast - Level 3

Just wanted to update....I called tech support today.  He tested things and everything was okay on their side.  He is sending someone out ot my house on Tuesday.  He said since all our t.v.'s are having this issue, it's most like something they need to fix like a splitter, etc.  I'll let you know what they find when they come out if you would like.

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Re: Fios digital signal scrambles - breaks up
yenracd
Enthusiast - Level 3

I had the technician out today.  My problem was the intermittent loss of sound, loss of the picture going black for a second, and random pixelation.  Not all happened at the same time, sometimes it all would happen together.  Very random, not clear cut pattern.  He replaced the box outside (still had problem after that), the modem (still had problem after that), the splitter (still had problem), the set top box (again still did not fix), and finally replaced the cables in the house.  He is at a loss as to what the problem is.  He was able to see the problem while here so that was good.  He is going to discuss with supervisor and they are getting back to me tomorrow to let me know what they are planning to do next.

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Re: Fios digital signal scrambles - breaks up
yenracd
Enthusiast - Level 3

Just thought I'd update in case anyone else is having problems.

I received a call back from the tech who was at my  house.  He said that other customers in my local area also had the same problem I was experiencing and he talked with supervisor.  They felt the problem was at the central office.  I'm not sure what the exact problem would be, and they didn't seem to know either.  So hopefully they'll figure this out soon because it's a little worse than it was when I initially called for tech support.

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Re: Fios digital signal scrambles - breaks up
yenracd
Enthusiast - Level 3

So it's now the 23rd, and this problem still has not been fixed for me.  Watching television tonight has basically been a waste of time, since the pixelation is so bad, you lose most of what is being said.  It was also a little ironic when the FIOS tv commerical came on and talked about no pixelation problems!  lol!    Since I was told this problem was probably in the central office, I assumed they would fix this right away and it would be okay.

If there are any tech's reading this....is there a way to check on my last service call and see if there is any follow-up on this as to the progress of the fix?  Or would it be better if I called the support number and see if they have anything on record about the progress of this?

Thanks for any help you can give me!  🙂

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Re: Fios digital signal scrambles - breaks up
prisaz
Legend

@yenracd wrote:

So it's now the 23rd, and this problem still has not been fixed for me.  Watching television tonight has basically been a waste of time, since the pixelation is so bad, you lose most of what is being said.  It was also a little ironic when the FIOS tv commerical came on and talked about no pixelation problems!  lol!    Since I was told this problem was probably in the central office, I assumed they would fix this right away and it would be okay.

If there are any tech's reading this....is there a way to check on my last service call and see if there is any follow-up on this as to the progress of the fix?  Or would it be better if I called the support number and see if they have anything on record about the progress of this?

Thanks for any help you can give me!  🙂


Use the support number and insist a tech come to your location and resolve the issue. There is no excuse why this should be happening. Unless it is an inside wiring issue with existing coax cable, but that should have been checked during the install. You could go to each coax connector and disconnect them looking for shorts between the shielding brade and the center conductor. It could be a bad slitter on the coax. Call the support number. 1-888-553-1555

My picture is flawless like many others. You clearly have issues with your installation or setup.

http://www22.verizon.com/Content/ContactUs/CallUs/callus.htm

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Re: Fios digital signal scrambles - breaks up
yenracd
Enthusiast - Level 3

Thanks....I will call them today.

When the tech came out a couple of weeks ago, he replaced everything!  The outside box, cables, the STB, the modem/router, splitter, and whatever else I might have missed mentioning.  It was basically like an all new installation and the problem still existed.  They had someone else in this area complain of the same problem, so the tech said his boss told him the problem has to be in the central office and they would contact them and have them fix it.  I have had FIOS service now for 2 years.  In the beginning we had some trouble in the central office due to the demand of everyone wanting FIOS and the system overloading, but that was eventually fixed.  The picture has been perfect since then until this problem popped up.

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