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Bronze Contributor I
doropallo
Posts: 107
Registered: ‎04-01-2011
Plan: Ultimate FIOS, 35/35
Location: Maple Shade, NJ
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Accepted Solution

3 Out Of 4 STBs Do Not Work And I Cannot Get Any Help At All.

Last night at 10:30 the 3 7100s stopped working, they are stuck at Starting Up One Moment Please.  My 7232 is working just fine, so is my Phone and Internet.  So I call in and I am prompted through the exact same steps I have already taken, unplug box, unplug coax, turn on, turn off.  Nothing, same result.  She then states there isn't a signal from the boxes I need to locate the splitters in the house and disconnect them.  I say it is after midnight and pouring, as they are all outside.  Repeated this sequence 3 times before I had to raise my voice, "They are all outside where it is pouring."  Her reply is there is nothing she can do until I disconnect them and reconnect, NOTHING, click.

 

So after work today I come home, disconnect every coax lead there is, unplug the boxes, unplug their coaxes, hook everything up and still Stuck on the Starting Up Screen.  I tried 2 chats and each one is exactly the same, unplug, plug in.....  Then it is the whole house reset, that drops connection and the chat and rep are gone.  Now, mind you, they have my cell number because  they ask for it in case of a disconnect, but they never use it.  Nothing has changed, only the 7232 works and I am getting ready for another phone call, to go over the exact same script again and again. 

 

You wonder why a customer is already angry when we finally talk to someone, why do you think?  You want your payment for services not rendered, a service call is out of the question and your phone reps. don't have a clue.  All they can do is read the script and repeat the same steps that have been done already.  Isn't there a record of every call and chat and can't they see it and then use their common sense and try to deal with a problem?

 

So we are stuck with 3 boxes that aren't working, apparently they are not getting a signal so sending another one won't fix this either.  Seems something is seriously wrong but no one can help.

Dave
Admin Emeritus
DougVZ
Posts: 399
Registered: ‎06-10-2010
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Re: 3 Out Of 4 STBs Do Not Work And I Cannot Get Any Help At All.

You can use the Verizon Troubleshooter report and try to fix issues with your FiOS TV service, as well as to schedule a repair. You can access the Troubleshooter here:  http://www.verizon.com/repair. You can also find other tools on our Residential Support page that may help you diagnose your issue: http://www22.verizon.com/residentialhelp/.



Bronze Contributor I
doropallo
Posts: 107
Registered: ‎04-01-2011
Plan: Ultimate FIOS, 35/35
Location: Maple Shade, NJ
0 Kudos

Re: 3 Out Of 4 STBs Do Not Work And I Cannot Get Any Help At All.

[ Edited ]

Those tools have not helped at all and your links don't work.  And I have not made it to schedule a service call, if it was that easy.

 

I have been on hold for 30 minutes twice, only to be disconnected without speaking to anyone.

 

Checking your links I don't see anywhere where I can schedule an appointment.

 

I understand you are trying to be proactive and help, but I read this exact canned response from you in a lot of threads, whether I click through or manually type in the addresses they don't work, I get a sorry page from Verizon.

Dave
Bronze Contributor I
doropallo
Posts: 107
Registered: ‎04-01-2011
Plan: Ultimate FIOS, 35/35
Location: Maple Shade, NJ
0 Kudos

Re: 3 Out Of 4 STBs Do Not Work And I Cannot Get Any Help At All.

Wow, got someone on the phone that actually listened.  I explained all that I had gone through so he immediately tried to communicate with the boxes, and when he couldn't he said it was a splitter and a tech will be here Sunday to replace it.  In the meantime I went to my stock from when Comcast had the house wired and replaced the splitters and we have all the boxes working.  He was great, I explained my frustration and said it wasn't aimed at him so if I sound cranky please don't feel it is aimed at you.  He said I had been through enough reboots that it wasn't necessary to go through all that **bleep** again.

Dave
Gold Contributor VII
Justin
Posts: 4,837
Registered: ‎08-05-2008
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Re: 3 Out Of 4 STBs Do Not Work And I Cannot Get Any Help At All.


doropallo wrote:

Wow, got someone on the phone that actually listened.  I explained all that I had gone through so he immediately tried to communicate with the boxes, and when he couldn't he said it was a splitter and a tech will be here Sunday to replace it.  In the meantime I went to my stock from when Comcast had the house wired and replaced the splitters and we have all the boxes working.  He was great, I explained my frustration and said it wasn't aimed at him so if I sound cranky please don't feel it is aimed at you.  He said I had been through enough reboots that it wasn't necessary to go through all that **bleep** again.


I am going to guess though that you will find that the Guide, VOD, and Widgets no longer work on any of the STBs. I am pretty sure that the splitters that the cable companies typically use do not pass all of the frequencies used by FiOS. You need to be sure the splitter is rated at least 5-1000 MHz and bi-directional. Verizon's splitters are, if you replaced one or two you should be able to see the specs on the splitters you removed.

 

If my guess is correct, I would not cancel the tech visit :smileyvery-happy:

 

__________________________________
Justin
FiOS TV, Internet, and phone user
QIP7232, QIP7100-P2, IMG 1.9A
Keller, TX 76248

 

 

Bronze Contributor I
doropallo
Posts: 107
Registered: ‎04-01-2011
Plan: Ultimate FIOS, 35/35
Location: Maple Shade, NJ
0 Kudos

Re: 3 Out Of 4 STBs Do Not Work And I Cannot Get Any Help At All.

I have no intention of canceling the tech visit, Verizon needs to put their splitters in, I'll keep mine for a back up.  And they are working just fine, we have the guides and widgets and VOD, afterall Comcast has VOD and Interent too, and the info on the splitters is exactly the same, just adifferent brand.

Dave
Gold Contributor VII
Justin
Posts: 4,837
Registered: ‎08-05-2008
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Re: 3 Out Of 4 STBs Do Not Work And I Cannot Get Any Help At All.


doropallo wrote:

I have no intention of canceling the tech visit, Verizon needs to put their splitters in, I'll keep mine for a back up.  And they are working just fine, we have the guides and widgets and VOD, afterall Comcast has VOD and Interent too, and the info on the splitters is exactly the same, just adifferent brand.


OK, good. I just know for sure that the splitters used by some/most cable companies do not meet the specs needed for FiOS. Verizon uses frequencies beyond those normally used by cable companies (and I do understand that cable companies have VOD and internet), and their splitters usually do not have the required bandwidth, that was the reason for my concern. Sorry to have bothered you.....

 

Glad all is good.

 

__________________________________
Justin
FiOS TV, Internet, and phone user
QIP7232, QIP7100-P2, IMG 1.9A
Keller, TX 76248

 

 

 

 

Contributor
Eoj0112
Posts: 1
Registered: ‎08-21-2011
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Re: 3 Out Of 4 STBs Do Not Work And I Cannot Get Any Help At All.

I was having the same problem.. TV went out on wednesday, called verizon and was on the phone until midnight doing the stupid little unplug **bleep**, but the TV just kept on that red fios screen. They said they would send out a new DVR box to replace the one I have (mind you I just started with verizon on the 18th of July). I get the new DVR on Friday and at last I plug it in, get all excited to watch the NFL preseason games and of course, the **bleep** doesn't work, just a black screen. I call verizon again and on hold for an hour before I had to leave. Come back, screen is still on black and call them and wait another thirty minutes before its answered, they did everything on their end for trying to manually activate the box, and still nothing..... he then gave me a reference number for the technician scheduled to come the next day (Saturday) from 8am to 9pm, of course i wasn't happy with the open schedule but I sucked it up and dealt with it, canceled my plans for Saturday so I can be home when the verizon tech shows up and find myself calling verizon at 930pm asking where the hell this tech was, they told me the office is closed and they open at 8am tomorrow. Well its tomorrow and I call them back, just to find out that its not open until MONDAY at 8am......................................................................................................................................................................................................... and so now I have to wait yet another day to try and get my **bleep** fixed that I'm paying for and havent even had a month.... yea good luck getting me to pay verizon

Bronze Contributor I
doropallo
Posts: 107
Registered: ‎04-01-2011
Plan: Ultimate FIOS, 35/35
Location: Maple Shade, NJ
0 Kudos

Re: 3 Out Of 4 STBs Do Not Work And I Cannot Get Any Help At All.

The "techs" came out and swapped out the old splitter with a new one and left.  When I removed the old one from my siding I see the in connector is bent and the back of the splitter is exposed,   My guess would be that when the initial install occurred the Installer was using a power driver and cranked against my siding so it was bound to fail sometime.  I could tell the 2 ladies weren't really techs, no blue booties, glad I did all the troubleshooting and took my word for it that it worked.  Just glad to be up and running again.

Dave
 

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