Topic: Verizon Fios Diagnostics
Don Trauger – Kennett
If you see an intermittent TV picture that breaks up (pixelation) and/or sound breakup head to
your Verizon set top box (STB) and follow the instructions below. It just so happens Verizon has
2 diagnostics you can run to verify the problem. They both measure how strong a FIOS signal
you are receiving. A weak signal can produce pixelation and sound disturbances. Although you
may not be able to fix an issue you can at least be sure that you have found the source of it.
Here’s the instructions: Grab your Verizon remote and turn on the TV, then turn to the channel
that’s causing problems. Press the Menu button. Move up to Customer Support. Press OK.
Move to Top Support Tools. Press OK. Scroll down to Network Diagnostics. Press OK. Read
the message at the top of the window then press the INFO button. After pressing the INFO
button you should see 4 OKs listed. The most important one is at the top, the SNR value. It
should be 36 or higher. However, a value of 33 is allowable and still receive a good picture.
Press the left side of the OK button to exit to live TV.
Press the Menu button again and follow the above instructions except skip past Network
Diagnostics and move to Self Diagnostics which is just below Network Diagnostics. Press OK
and observe the number next to OOB S/N Ratio. It should be 23 – 24. Higher is ok too. Press the
OK button for more details about the Self Diagnostic. Press the left side of the OK button 5
times to return to live TV.
Write down and save the numbers for a call to Verizon if you are experiencing pixelation or
sound problems. If you have a perfect picture and sound, save the numbers so you can compare
if you ever have pixelation or sound issues in the future.
If you see any numbers that deviate from what is listed here, and you see pixelation or have
sound disturbances, call Verizon at 1-888-553-1555.
Want to try to fix this yourself? Simply push the blue button (Marked ONT Reset) on the power
supply for the ONT (Optical Network Terminal) that is next to your electrical circuit breaker
panel. Some homes may have this ONT mounted elsewhere even outside the home. Allow
several minutes for the ONT to restart and stabilize before further testing or just watching TV
No guarantees on this push button fix!
