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I saw a number of posts on this issue. I tried all of the solutions suggested and none of them worked, so I am posting in hopes someone has a new solution.
On Demand is unwatchable. It pixelates, the sound stutters. It doesn't matter if it is HD or regular. Everything else works just fine, it is only an On Demand problem.
I have an HD DVR.
I tried changing the cable (both to the box and my router)
I unplugged the battery backup and pulled out one of the leads to reset it.
I reset the box
I reset the router
I went into the IP address and made the adjustment one of the verizon reps suggested about switching one setting to automatic.
I have only had fios for a day now. This problem has existed since fios was installed and it hasn't improved.
Any suggestions that I haven't already tried would be appreciated.
Thanks
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Dont bother callijng support they will claim there is no issue
If there is an issue its due to the quality of the source material ... LOL
They are selling crappy VOD and know it and dont bother to check the quality of the streams they are sent or pull streams that people complain about ....
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Ignore what silver said. Its not true even in the slightest.
Tiling on VOD and everything else works fine. The possiblities are...
1. bad coax (sounds like you already eliminated this on the box and router side but it may be the main cable from ONT to spliter)
2. ONT needing reset ( you already did this too)
3. Problem with the router. (reboot and reset are usually successful here, so it may be just a bad router)
4. Bad cable splitter (Verizon would have to send a tech back out to check this)
5. Could be a bad program ( but this would only be for one not all programs so its not this)
Just call tech support, let them know what you've done so far, let them know its only been installed a day, and they will either ship you a new router (incase it is a bad router) or send a tech back out to check the wiring.
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jnfere,
Have you called tech support yet? If not, and if you'd prefer to do so, please make sure you ask them to check your video bandwidth. Sometimes there will be a discrepancy there that will cause VOD pixelation.
Alternatively, if you haven't already called them and you don't plan on doing so, PM me and I'll look into it.
Regards,
Chris
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This is apparently a widespread issue with FIOS, with no solution in sight.
I've had them to my house three times to try to fix this.
The first time they replaced a "splitter".
The secfond time they replaced the cable box.
The third time they replaced the cable boxes, router, and the cables to my TV. They were at my house for hours.
A few weeks later, same issue. pixilation is worse than ever, all on-demand is unwatchable.
My contract is up in June, and I'm counting the days...
On another topic, their billing has been the single worst consumer experience I've ever had. I'm 10 months into my service, and every monthly bill so far has been either incorrect or incomplete. Last month's bill for the FIOS bundle was $77, month before, $240. I have yet to receive a single correct bill from FIOS.
As for customer service, if you don't mind waiting hours to get no solution, FIOS is for you. I never thought I'd consider going back to Cablevision, but there's no way I'm keeping FIOS based on my miserable experience with Verizon.
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Nope, not a widespread issue at all. Rather it is an issue that is isolated to a few people. Your case in point. They have been out 3 times and replaced nearly everything inside your house. Does this even begin to sound like a wide spread issue? If it was a wide spread issue, they wouldnt waste their time comming out and replacing all your equipement. They would say "its a known issue" and drop it there. No, they are trying to get you working, that in and of itself should let you know that it is not a widespread issue.
I've had fios now for several years. I've had maybe 2 bad experiances with billing, and only once did I ever have an issue with a tech support person. But then I got xfered to another one and it went swimingly. I see all kinds of posts here that blast Verizon tech support. I've never had those problem. Just the opposite, I think Verizons tech support is top notch. YMMV as they are human and anything can happen. But except for here on the boards, I've not spoken to anyone that has anything bad to say about the tech support at Verizon. Billing, thats a different story.
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@spacedebris wrote:I've had fios now for several years. I've had maybe 2 bad experiances with billing, and only once did I ever have an issue with a tech support person. But then I got xfered to another one and it went swimingly. I see all kinds of posts here that blast Verizon tech support. I've never had those problem. Just the opposite, I think Verizons tech support is top notch. YMMV as they are human and anything can happen. But except for here on the boards, I've not spoken to anyone that has anything bad to say about the tech support at Verizon. Billing, thats a different story.
I've had Verizon Fios for two years. The first 6 months were horrendous for billing. Every month I spent hours on the phone trying to get it straightened out. Nothing was as I had told that it would be. You have to watch out for what the salespeople promise you, as nothing was in writing, so I never had proof of what they quoted. But I did know his name and the office he worked in. I was able to track down a wonderful supervisor who actually lives in my town. She was a huge help and straightened everything out, plus called me back, and even dropped something off at the law firm I work at!
My experience with the tech installer was not so good--he didn't know a lot of things. Any time I had to call tech support were handled by nice smart guys, but I think Verizon made it difficult for them to do their jobs. I could not get Internet to work at all for a couple of days and they didn't know why. I went online and found the answer myself (it was a setting in zone alarm). Obviously a known issue, yet it was not among their technical "known issues". If it was out on Google, and I could find it, I think they should have known as well.
But--recently I had to call tech support a few times. The wait times have become very long (no wait before). The guys I've gotten were obviously ill-informed and actually a little goofy and immature, making weird comments. One even admitted he barely knew anything, and was just doing this job on the side because he had his own business...yada yada. It was extremely unprofessional. His solution was to send me a new box, that I did not need and had to send back immediately. Another reset my boxes on the phone without telling me he was going to and wiped out every setting I had. He then commented--oh, well it's not supposed to do that. BTW the boxes did not need resetting, it was a guide issue. I finally reached a supervisor who was able to recreate the problem with the guide, and said apparently the developers were not aware of it yet. 1.7 had just been released. I really believe Verizon is now hiring tech support people without the experience they need.
When I went into the local Verizon store to exchange my Standard STB for an HD, the guy in the store went on and on about how Verizon management sucks, and he was only working there until he could find a decent company to work for.
Verizon fios is great for television reception, but the management of Verizon appears to be very disorganized and not great at hiring experienced people or training people. The Customer Service should not be as bad as it is. If I was having an ongoing technical issue that they could not fix, I would most likely switch to another provider.
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I didn't "blast" Verizon tech support. The technicians that have come to my home have all been polite and professional.
However, they have been ineffective. A problem that remains after 3 attempts at fixing it indicaes a serious lack of competency on the part of Verizon.
You are right that the on-demand pixilation may not be "widespread", but there are a number of posts on this forum and elsewhere complaining about the same problem, and about difficulties in getting the problem fixed.
Only Verizon knows which issues are common, and they're certainly not going to volunteer that information, for obvious reasons.
I'm glad your Verizon experience has been relatively trouble free. If Verizon can fix my on-demand issues and send me correct bills, I'll keep the service. However, I need to be realistic about the possibility that either issue will be addressed, considering my persoanl experiences so far.
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I too have experienced pixelation with VOD. Not bad enough yet to take action - one movie i watched showed pixelation about every 30 seconds. I brought this up with a verizon employee whom I know. he indicated that the cause is sometimes from a band-width issue they have in some markets...
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I just had my 3rd HD DVR in abnout 90 days installed. VOD is now working again. I hope third time's a charm.