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Channels keep freezing (FIOS ZIP 20744)

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10Anvil
Contributor
Contributor
Posts: 1
Registered: ‎05-22-2013

Channels keep freezing (FIOS ZIP 20744)

Message 1 of 11
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I consistently have problems with TV channels freezing.   Shutting of the STB and resetting the router only occassionally fixes it.  Should I get a new box?  Seems like a common problem.

10 REPLIES 10
lacticacidtrip
Silver Contributor III
Silver Contributor III
Posts: 377
Registered: ‎10-23-2008

Re: Channels keep freezing (FIOS ZIP 20744)

Message 2 of 11
(18,954 Views)

It may help to know what model # your STB is. Please describe what you mean by freezing (you're watching the channel then...). Have you tried changing the channel, then changing it back? Have you tried an STB Auto Correct? What is the SNR Level reading in your System Diagnostics?

 

Auto Correct Pathway (Choose One):

 

Menu > Customer Support > Fix FiOS TV Issues > OK
Menu > Customer Support > In-Home Agent > Fix FiOS TV Issues > OK
Menu > Customer Support > In-Home Agent > Set Top Box Auto Correction > OK

Regardless of which pathway you choose, they all lead you to the same place. After entering the Set Top Box Auto Correction menu, use the navigation arrows to highlight Auto Correct My STB/DVR, then press the OK button, then press the Right Arrow button. On the second page use the navigation arrows to highlight the box(es) that are malfunctioning, pressing the OK button to select each one (OR just press ' 1' to select all the boxes at once), then press the Right Arrow button. On the third page press the Right Arrow button. The box(es) will reset. Check to see if your problem is solved.

 

 

System Diagnostics Pathway (Choose One):

 

Menu > Customer Support > System Information > Info

Menu > Settings > System Information > Info

 

SNR Level = ?


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TomStu
Contributor
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Posts: 4
Registered: ‎06-13-2013

Re: Channels keep freezing (FIOS ZIP 20744)

Message 3 of 11
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I am having the same problem in the 20155 zip code. Verizon has replaced both of my set top boxes even though the problem is on both boxes and they are not common in the house. My Optical Network Terminal 4 times moved the street connection twice and we are still having the same issues. I should never have switched from Direct TV.

TomStu
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Posts: 4
Registered: ‎06-13-2013

Re: Channels keep freezing (FIOS ZIP 20744)

Message 4 of 11
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I am having the same problem in the 20155 zip code. Verizon has replaced both of my set top boxes even though the problem is on both boxes and they are not common in the house. My Optical Network Terminal 4 times moved the street connection twice and we are still having the same issues. I should never have switched from Direct TV.

lacticacidtrip
Silver Contributor III
Silver Contributor III
Posts: 377
Registered: ‎10-23-2008

Re: Channels keep freezing (FIOS ZIP 20744)

Message 5 of 11
(18,853 Views)

Hi TomStu,

 

I have the same questions and suggestions for you as I did for the OP.

 

STB Model #s

More Detailed Description of Problem

Try Changing Channels

Try Auto Correct

SNR Level


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TomStu
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Posts: 4
Registered: ‎06-13-2013

Re: Channels keep freezing (FIOS ZIP 20744)

Message 6 of 11
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The set top box model should not matter as both boxes have been changed, the splitter outside has been changed, the optical termination has been changed at least 3x, the connection at the street has been moved 2x. The signal levels were checked by the verizon techs and are great.

The problem is with the feed and I am really getting tired of watchiing a show or movie and then having this problem occur and losing the last part of the show or movie. Last night it happened again for 45 minutes!!!!!!!

PJL
Gold Contributor V
Gold Contributor V
Posts: 2,069
Registered: ‎08-07-2008

Re: Channels keep freezing (FIOS ZIP 20744)

Message 7 of 11
(18,831 Views)

@TomStu wrote:

The set top box model should not matter as both boxes have been changed, the splitter outside has been changed, the optical termination has been changed at least 3x, the connection at the street has been moved 2x. The signal levels were checked by the verizon techs and are great.

The problem is with the feed and I am really getting tired of watchiing a show or movie and then having this problem occur and losing the last part of the show or movie. Last night it happened again for 45 minutes!!!!!!!


Has the router been changed?  It may be a MoCA issue.

TomStu
Contributor
Contributor
Posts: 4
Registered: ‎06-13-2013

Re: Channels keep freezing (FIOS ZIP 20744)

Message 8 of 11
(18,809 Views)
No but how would the router affect the picture? I thought it only feed the guide,
BrianHarg
Nickel Contributor
Nickel Contributor
Posts: 29
Registered: ‎09-24-2009

Re: Channels keep freezing (FIOS ZIP 20744)

Message 9 of 11
(18,735 Views)
I am having the same issue. Box is a 7216 HD w/ multi room DVR. The screen goes black and no sound. Can change to "last channel" and back and it is usually ok. However, I then can't backup on either channel (nothing else is recording) for the rest of the viewing. I have reset the box Box both using the menu as well as unplugging the unit. I have not noticed the issue on any other tv/box. The SNR is 35/good when I check the system info. I am in Fairfax va if it matters. This has just started the last 2 weeks.
Hhhs8
Contributor
Contributor
Posts: 2
Registered: ‎02-28-2015

Re: Channels keep freezing (FIOS ZIP 20744)

Message 10 of 11
(14,788 Views)
I don't think it is the STB, as I am having the same problem, and I use a TiVo box with a cable card.
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