FiOS TV Technical Assistance

[#1]

I live in Hershey, PA and my tv went to the Unsubscribed issue around 1230pm and i only get the basic channels now i reset online and on phone and i also did the auto correct but everytime it times out nothin happens...i was told by the robot on the phone that it would be reolsved by 4:52 pm tomorrow

[#2]

I have not been able to get channels above 49 since last night on two of the four TVs in my house. I leave near Mechanicsburg, Pa. I calledd the 1-888-553-1555 number today and was on hold over an hour and no one answered. This is unacceptable for a company of the size of Verizon. A customer service representative last night told me that there was a problem along the east coast. If so, why did it only affect two of my televisions. If this keeps up I may have to use another provider as much as I like FIOS. Does anyone know what is going on? Thanks

[#3]

What really gets me mad about this is how Verizon chooses to stick their heads in the sand and act as if there is no problem. No word from them, nothing on the chans that do work about how to fix it. When I called yesterday they acted as if I was the only one with this problem. Seeing that Verizon isn't living up to their end of the contract I will be calling tomorrow to cancel and go back to Time Warner.

I don't like not being able to contact anyone when there is a problem.

[#4]

I had the same problem ... we're just west of the Hershey folks ... first on my one TV yesterady and on another today.  Two other boxes were unaffected.

On the first TV, I logged into my MyVerizon account and selected TV Tech Support and then the Quick Fix STB item and specified the STB that was acting up.  After about 5 minutes, the box rebooted and the channels were restored.

The second STB took a bit more work ... reset it from the STB Menu (Home Agent STB Quick Fix under the customer support menu) and it rebooted the box just like the first one, but didn't fix the problem.  Tried again, no change.  Tried from another TV and from the online interface ... no change.   Waited about an hour and tried again from the web site and it worked.

So ... the fix seems to be a bit dodgy as to it's effectiveness but it would appear to eventually fix the problem.  Persistence.

Would be nice as it seems many are experiencing this problem if the customer support folks at Vz would alert their helpdesk / front line support to this particular issue and the resolution.  Hearing people here saying that the tech support folks have no clue that this is occurring is a bit disconcerting.  Maybe the admins here could sticky a post with the fix at the top of the category to draw people's attention to it.

[#5]

So after resetting and chatting with a rep, I should have checked this place first. I have learned more here in 5 minutes than being on hold for 30 minutes on the phone, finally hanging up, then using the online chat for 30 minutes for them to tell me nothing other than his/her commands could take up to and hr or 2 before I would see a change. After initializing the in-home agent it took 2-3 times for it to finally load up, then 4 times of auto-correcting and we are finally up and running, however it has been 2 hrs since I spoke to the rep. It may be a coincidence or the fix worked. lol Good luck all, from Lemoyne, PA.

[#6]

Went down Friday night. Was told it'd be up and ready by noon Saturday, then by 8:00am Sunday, then by 8:00pm Sunday...

Reset my router and my STB from the in-home agent several times... Nada. Unplugged box... Nada. Auto-correct several times... Nada.

I understand these things happen, but it is completely inexcusable that this "known-problem" is mentioned no where on the website except in these forums.

[#7]

All of my standard definition channels on all my boxes are now working.  HOWEVER,, on my HD/DVR box, FX, Foxnews, Fox Money, the Travel Channel and QVC are not working.  For each of these channels I get the "you are not subscribed" message.   Have done multiple re-boots and re-sets.  My location is Mechanicsburg, PA.

[#8]

Hi All-

We're so sorry you're still experiencing this issue- we are working hard to resolve it on our end.

In the mean time, please keep using these instructions posted by TommyRox (thank you, TommyRox!):

Solution from the STB

 Press Menu >> Customer Support >> In Home Agent >> STB/DVR Auto Correct

 Select all STBs by pressing 1 or select the STB/DVR having the issue and then press Right Arrow button for NEXT then Right Arrow button again to start process.

****it will take up to 8 or so minutes to resolve and it will say "Loading" for some time - the circle icon will not spin

*** if you get an error when accessing STB/DVR Auto Correct - EXIT to live TV and repeat process above

Thanks,
Heather

[#9]

Harrisburg, Pa.... Outage began Friday evening around midnight....

Endless hours on phone and chat....

Call back one hour ago.... still no subscribed channels...

Told 24 hours.....

Now through all this, 2 of my 4 boxes were restored/partially restored.

And my entire wireless network wiped out because of an unnecessay reset of my router............

When attempt to use auto correct features, received messages all weekend that data not available.

But will be happy to invest more of my time in trying.

Where is my credit for services not received as contracted????

[#10]

I noticed this problem Fri night trying to watch Sabers on MSG, Called Tech support (TG for speaker phone) Remote reset of equip of no help. Was on hold for about an hour before giving up. Called again Sat night no help. As of this time (3/26 3PM)still down, connot get any info when this problem wil be resolved. GERRR. As already mentioned this is very widespread. Hope back up for the Sabers-Caps game !!!!!  Oh yeah I did all the normal things hard boot etc. And am a communications tech. VZ def has a serious problem big time . . . .