Fios TV Picture Problems
Many Fios TV issues can be resolved automatically.
Use the TV screen below to identify the problem you are having with your Fios TV and then select the appropriate option from the list following.
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Snow (visible picture)
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Wavy
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Color issues
No reception
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Zig-zag lines
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Picture too small
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Blue
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Horizontal
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My TV set has snowy reception
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Your TV has "snowy reception" if the picture is visible in the background, but has a layer of snow over the picture. The picture may be described as foggy, hazy, or grainy.
Snow (visible picture)
Troubleshoot your TV:
1. Check to see if other TVs (connected to different outlets) have snowy reception. If they do, contact the Verizon Fiber Solutions Center.
2. Make sure the TV and VCR are set to Channel 3 or 4. Note: If changing the channel on the device did not eliminate the problem, try changing the channel using the device's remote control.
3. Check the equipment connections. If you have a DVD or VCR connected to the TV, try playing a movie to see if you experience the same reception. If the reception continues, disconnect the DVD or VCR from the TV and reconnect, making sure the connection is in tight.
4. Call the Verizon Fiber Solutions Center.
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No TV Picture
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No Reception TV screen
The problem may be with your TV. Review your TV's user guide or contact your TV's manufacturer.
Troubleshoot your TV:- Make sure the TV's power is on. Press the TV's power button. Check to see if the TV is plugged into an outlet controlled by a wall switch. If so, turn on the wall switch.
- Using the TV remote, set the channel to 3 or 4.
- Check your TV's connection into the outlet. Re-plug your TV cord into a wall outlet, which will verify if the issue is with your TV or set-top box.
- Check to make sure your set-top box is plugged in and turned on.
- Verify that other electrical equipment in your home is working. If they aren't, you might be experiencing a power outage.
- Make sure the TV's power is on. Press the TV's power button. Check to see if the TV is plugged into an outlet controlled by a wall switch. If so, turn on the wall switch.
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My TV screen is blue
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Blue TV screen
Troubleshoot your TV:
- Change your VCR's Channel to 3 or 4. Most blue screen issues are caused by the VCR not being set to Channel 3 or 4. If changing the VCR's channel (using the channel buttons on the VCR or from the VCR remote control) did not change your TV screen, go to step 2.
- Make sure your TV is not in Video mode. There are three possible ways to change your TV's mode using your TV remote control: 1) Press a Mode button, toggle through the options and select TV, 2) Press a Video button to change your TV's mode from Video to TV or 3) Press Menu, locate Mode or Audio/Video setup and select TV from one of the options. If you are not sure how to change your TV's mode, see your TV's user guide for more information.
- Check to make sure your set-top box is plugged in and turned on.
- Check to see if other TVs (connected to different outlets) have a blue screen. If they do, contact the Verizon Fiber Solutions Center.
- Change your VCR's Channel to 3 or 4. Most blue screen issues are caused by the VCR not being set to Channel 3 or 4. If changing the VCR's channel (using the channel buttons on the VCR or from the VCR remote control) did not change your TV screen, go to step 2.
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My TV screen has wavy lines
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A TV screen with wavy lines has diagonal wavy lines rolling through the picture.
TV with wavy reception
Troubleshoot your TV:
- Check your equipment connections. Disconnect your equipment (VCR, DVD or set-top box) from the TV and reconnect, making sure each connection is in tight.
- Check to see if other TVs (connected to different outlets) have wavy reception. If they do, contact the Verizon Fiber Solutions Center.
- Check your equipment connections. Disconnect your equipment (VCR, DVD or set-top box) from the TV and reconnect, making sure each connection is in tight.
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My TV screen has zig-zag lines
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A TV screen shows zig-zag lines forming a pattern over the screen, has Venetian blinds or a window screen.
TV with zig-zag lines
Troubleshoot your TV:
1. Check the equipment connections. Vibration from your TV can sometimes loosen wires. Disconnect your equipment (VCR, DVD or set-top box) from the TV and reconnect, making sure each connection is in tight.
2. Check to see if other TVs (connected to different outlets) have zig-zag reception. If they do, contact the Verizon Fiber Solutions Center. If only one outlet is experiencing reception issues, check your equipment connections in the back of your TV. Make sure the cables are not loose or disconnected.
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My TV screen has horizontal lines going through it
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The TV screen has horizontal lines going through the middle of the screen - usually on one channel.
TV screen with horizontal reception.
Troubleshoot your TV:
1. Check the equipment connections. Vibration from your TV can sometimes loosen wires. Disconnect your equipment (VCR, DVD or set-top box) from the TV and reconnect, making sure each connection is in tight.
2. Check to see if other TVs (connected to different outlets) have horizontal reception. If they do, contact the Verizon Fiber Solutions Center. If only one outlet is experiencing reception issues, check your equipment connections in the back of your TV. Make sure the cables are not loose or disconnected.
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My TV screen is green, red or looks washed-out
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TV screen has over- saturation of color, such as red faces, washed out colors, green haze, or color smears.
TV screen with color issues.
Troubleshoot your TV:
1. Check to see if the color issue appears on VCR tapes/DVDs or on other channels. If so, adjust the color on your TV set using the access panel under the TV screen, on the back of the set, or even via the TV remote control. If you are not sure where your color adjustment panel is, review your TV's user guide or consult the manufacturer.
2. If the color issue only appears on one channel and not on VCR tapes/DVDs, contact the Verizon Fiber Solutions Center.
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My TV picture is too small (letterbox format)
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The TV screen has black borders on the top and bottom, has a distorted picture or a single band across the screen
TV in letterbox format.
Troubleshoot your TV:
1. Does your picture have borders on the top and bottom? If you change the channel and the borders go away, you are watching a program being aired in letterbox format.
2. Is the TV screen distorted? Play a VCR tape or DVD. If the screen still appears distorted, you might be experiencing an issue with your TV equipment. Contact your TV's manufacturer or review your TV's user guide.
3. If the issues persist, contact the Verizon Fiber Solutions Center.
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TV Reception Pixelation or Tiling
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Often loose connections can cause the TV picture to tile or pixelate. For each affected Set-Top Box, remove and reconnect the coaxial connections between your Set-Top Box, TV equipment, and wall connection. Make sure all connections are securely fastened. This is also a good time to inspect the coaxial cable for any obvious damage which could cause a loss in signal strength.
If this does not resolve the issue, you may need to contact us for further assistance. A Verizon customer support may be able to resolve this issue without having to send a repair person to your home. -
I am having a problem with the sound on my TV
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Your problem may be caused by the volume settings you have currently set in your Interactive Media Guide. To check the volume settings, complete the following steps:
- Press the Menu button on your remote control.
- Scroll down and highlight Settings.
- Press the right arrow key to view the sub menu and highlight Audio.
- Press the right arrow key to highlight Set-Top Box Volume.
- Press OK to launch the audio volume control. Press the Up/Down arrow keys to increase or decrease the volume.
- Press OK once you reach your desired audio level.
If this doesn’t resolve your audio issue, the problem may be with your TV set, please refer to the User Guide that came with your TV for further assistance.
- Press the Menu button on your remote control.
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I have no sound on my TV
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Follow the troubleshooting tips below to diagnose your audio issue.
Condition Resolution Is the issue limited to one channel?
The channel you are trying to view could be having temporary difficulties. Wait a while and see if the audio returns.
Is the Mute button on?
Press the Mute button on your Fios TV remote control to see if the audio returns.
If you control audio volume from another device, like your TV or an audio receiver, press the mute buttons on those remote controls to make sure the mute button hasn't been accidentally activated.Did you check the audio volume?
Check to make sure the audio volume has not been turned down. You can check the volume by accessing the volume settings in your Media Guide.
If you control audio volume from your TV:
Use the remote control that came with your TV to make sure the audio level has not been accidentally turned down.
If you control audio volume from an audio receiver:
Select the appropriate input device and use the remote that came with your audio receiver to make sure the audio has not been accidentally turned down.Did you check the audio cables?
Check the audio cables to make sure they are firmly connected to your equipment. If you suspect the cause may be a damaged audio cable, try replacing the cable if possible.
Did this issue occur after disconnecting or adding new devices to your TV setup?
Verify that your audio cables are wired correctly and that you are using the appropriate cables. Take a look at the online wiring diagrams for further help.