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Poor image quality (pixelation, macroblocking) in Northern VA on some channels (frustrated)

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Copper Contributor
Copper Contributor
Posts: 10
Registered: ‎12-22-2013

Poor image quality (pixelation, macroblocking) in Northern VA on some channels (frustrated)

Message 1 of 15
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This is my 2nd go with fios at my home.  2 years ago I was excited to move to an area that had fios becuase I knew what quality to expect from my previous place.  All of the same hardware was used at both locations so there were no variables there.  The fios install at the home was a new install using the existing coax lines through the home.

 

Channels like discovery, food network, animal planet , stars, and many more can't display fast movement without the image breaking apart like a poor quality video.  Some HD channels are great.   During my original install, i had at least 2 techs come back out to see what the problem is. Of course they couldn't see it, they said it's me or my equipment. I had an older, but really good, LCD panel at the time. ONT was replaced, a new optical line was used from the one connection point. DIfferent set top boxes were swapped out. Nothing helped.

 

I ended up canceling my account and going with Directv which was great.  Image quality was perfect.  I wanted to give fios another shot thinking that maybe the problem was resolved somewhere along some point in the fiber network, and it's also cheaper than directv.

 

I now have a high end plasma that has been rated the 2nd best screen ever reviewed by cnet and with no suprise to me, the problem still exists with fios. It's not settings related.

 

I'm not your average person that doesn't know how to set up their stuff.  HDMI cables are perfectly fine. coax connections are tight and good.  Pretty much every basic thing that can be done has been done. 

 

SNR is fine on every channel I check.

 

My wife can even see the problem, for a while she thought I was just crazy and picky.

 

After spending some time trying to find others having this issue, dslreports.com had other cases like mine and others have complained on these forums.

 

If I didn't have fios that looked great at one location, I would just assume what I"m getting is normal, but I do know what to expect from it and my equipment and currently it sucks.

 

I'm trying to get assistance before I have to get some techs out and then cancel to go back to directv. I'm not saying fios is horrible because I know it isn't, but something is wrong with the feeds that are reaching my home.

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Copper Contributor
Copper Contributor
Posts: 6
Registered: ‎01-08-2014

Re: Poor image quality (pixelation, macroblocking) in Northern VA on some channels (frustrated)

Message 2 of 15
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Same problem here.  For me the pixelation began about two months ago but I'm unsure of any correlation other than a change in season.  It's not the TV's since I can play PS3 games and movies and the same goes for the Wii on multiple in home TV's.  Happens on all my TV's all of which are different models.  I have two HD STBs and two that are not.   Doesn't appear to be related to the type of material/content being viewed meaning graphic intensive / light to dark extremes.......it seems to be channel specific and affects the more commonly viewed channel.  When I tune in to obscure cable programs I don't have any issues. 

 

I have not called for service yet as I'm dreading the run around that I now they'll give me.  I work all day so I can pay for  services like Fios and I know that my call will result in premise equipment troubleshooting like STB reboots, cable modem resets, cabling and splitter change outs etc...........I've read a number of other posts from folks having the same issues which occurred spontaneously after years of quality service.  I dread the run around I'm going to get.  

 

FIOS!  FIX THE PROBLEM 

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Silver Contributor II
Silver Contributor II
Posts: 333
Registered: ‎02-14-2012

Re: Poor image quality (pixelation, macroblocking) in Northern VA on some channels (frustrated)

Message 3 of 15
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I'm with the 2 of you. I've had fios going on 4 years now and I have never had picture issue until last month. Fast movements break up before coming back togehter again. Its getting rather annoying too. I've checked everything on my end and with others having the same issues all within the same time tells me this is a fios issue and something went wrong.

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Contributor
Contributor
Posts: 4
Registered: ‎10-21-2013

Re: Poor image quality (pixelation, macroblocking) in Northern VA on some channels (frustrated)

Message 4 of 15
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Did you ever get this resolved? I have had the problem since I got Fios and the support team has not only been unable to resolve the issue, they won't even explain what it is. They won't waive my Early Term fee, and they are threatening to charge me to have someone else come out again to look at it one more time (even though the last guy was only there for 5 minutes and only checked the signal strength).

 

If you do get it resolved, let me know! My post is here:

 

http://forums.verizon.com/t5/FiOS-TV-Technical-Assistance/Terrible-HD-Picture-Quality/td-p/668555

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Copper Contributor
Copper Contributor
Posts: 6
Registered: ‎01-08-2014

Re: Poor image quality (pixelation, macroblocking) in Northern VA on some channels (frustrated)

Message 5 of 15
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For awareness, I unplugged the the primary coax going to the splitter, then removed the router connection.  Unplugged all boxes and removed the coax.  Reseated the primary connection to the splitter then reseated reconnected the coax and the power plug to each STB.  Problem still there.  I can say that it does appear worse on Fox 5, Fox news, and Fox HD then on the other channels although there are others that are pixelated too.

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Copper Contributor
Copper Contributor
Posts: 6
Registered: ‎01-08-2014

Re: Poor image quality (pixelation, macroblocking) in Northern VA on some channels (frustrated)

Message 6 of 15
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After spending days trying to diagnose the problem, rebooting boxes, changing them with others around the house,  changing pictures settings, running thru all the VZB TV integrated diagnostic features, checking cables, loosening cables, changing cables, opening the ONT and poking around.............. I broke down and called VZB for support. 

 

Tech came to the house and immediately diagnosed the problem as a bad Optical Network Terminal (ONT) since the pixelation was extreme, happened all of sudden after 2 yrs with no problem, and was occurring on all 4 TV's.  Tech replaced the ONT and immediately all issues went away.  No pixelation on any channels!

 

Asked tech to elaborate so I could share with this crowd.  He said it is not uncommon for the board inside the ONT to fail.  When it does the only option is to replace the thing - ONT - which he did.   He also replaced the battery backup since there was a recall on it.  He did note that these ONTs are refurbished, not brand new so its not uncommon for them to go bad after a couple years if not sooner.

 

On a side note and in a previous life, I had COX cable and the box was installed on the outside vs. FIOS where the box at my current house is installed on the inside.  I had yrs of problems with service until one of the techs advised that water can get into the connection points or on the cable if underground and penetrated and cause picture quality issues.  Changed the outside wiring and problem went away.

 

I know its frustrating!  Good luck, hope this helps.

 

 

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Silver Contributor II
Silver Contributor II
Posts: 273
Registered: ‎11-03-2013

Re: Poor image quality (pixelation, macroblocking) in Northern VA on some channels (frustrated)

Message 7 of 15
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@Don11021 wrote:

After spending days trying to diagnose the problem, rebooting boxes, changing them with others around the house,  changing pictures settings, running thru all the VZB TV integrated diagnostic features, checking cables, loosening cables, changing cables, opening the ONT and poking around.............. I broke down and called VZB for support. 

 

Tech came to the house and immediately diagnosed the problem as a bad Optical Network Terminal (ONT) since the pixelation was extreme, happened all of sudden after 2 yrs with no problem, and was occurring on all 4 TV's.  Tech replaced the ONT and immediately all issues went away.  No pixelation on any channels!

 

Asked tech to elaborate so I could share with this crowd.  He said it is not uncommon for the board inside the ONT to fail.  When it does the only option is to replace the thing - ONT - which he did.   He also replaced the battery backup since there was a recall on it.  He did note that these ONTs are refurbished, not brand new so its not uncommon for them to go bad after a couple years if not sooner.

 

On a side note and in a previous life, I had COX cable and the box was installed on the outside vs. FIOS where the box at my current house is installed on the inside.  I had yrs of problems with service until one of the techs advised that water can get into the connection points or on the cable if underground and penetrated and cause picture quality issues.  Changed the outside wiring and problem went away.

 

I know its frustrating!  Good luck, hope this helps.

 

 


Some people do get new ONT's. Rare now, but when I got mine, it was brand new as was my dvr.

What version ont did or do you have since there are several of them. Might help determain if a certain ont model might be more prone then others.

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Platinum Contributor III Platinum Contributor III
Platinum Contributor III
Posts: 4,437
Registered: ‎12-16-2012

Re: Poor image quality (pixelation, macroblocking) in Northern VA on some channels (frustrated)

Message 8 of 15
(13,989 Views)

I think most people may still get new ont's, although they make now guarantee.  They rarely want to uninstall them once they're installed, hoping to get new customers when someone moves or that you may come back if you drop them.  Of course if they have a refurbished one on a truck they will not hesitate to use it.

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Copper Contributor
Copper Contributor
Posts: 6
Registered: ‎01-08-2014

Re: Poor image quality (pixelation, macroblocking) in Northern VA on some channels (frustrated)

Message 9 of 15
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I'm not sure what ONT model I had orignally but the one that was just replaced that solved all the problems appears to be an SFH ONT 612  <---that's the only identifier I could find that resembled a model number.

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Contributor
Contributor
Posts: 2
Registered: ‎10-29-2016

Re: Poor image quality (pixelation, macroblocking) in Northern VA on some channels (frustrated)

Message 10 of 15
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I live in Northern Va also and I've had COUNTLESS conversations with Fios tech support about tech related issues. Never did we think we would be billed as much as we are just to play technician. The ONLY reason we don't have Direct TV anymore, is because the last 2 satellites they put up were lower than the last 3...so it became a line of sight issue. Had DTV not used a lower orbit we would have NEVER got rid of DTV, even though it was slightly more expensive.

So yes, I understand what you're going through...been through different bixes, switched to Quantum, changed out my coax for a single run of high quality RG6, doesn't matter.....the pic is not sharp, always slightly soft. Motion blur is terrible, some stations are frustrating to watch. We have had good TV's, my Panny VT60 plasma does the same thing....as well as my S64 plasma.

Webe had other TV's, but same deal...granted the VT60 looks better, it's not up to any videophiles standard but even our friends can see the problem.

We.may just change to an attic mount HDTV antenna and use Netflix. I'm beyond tired of paying for a premium service to only have mediocre picture quality.

One issue is Fios only maxxes out at 1080i, not 1080P...even ESPN is 720P. Why all the push to 4K when we can't even pass 1080P??
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