Customers With Disabilities

    Verizon Business Sites

  • Services  

    Order Services

    See All Plans & Bundles

    Special Deals

    Moving Made Easy


    Current Customers

    Add or Change Services

    Renew or Change Bundle

    Find out which Verizon services are available at your address.

  • My Verizon  

    Email & Calls

    Check Email

    Verizon Visual 411



    Bill & Payment

    View Bill

    Pay Bill

    Pay Final Bill

    Manage Auto Pay

    Manage Paper Free Billing

    My Services

    Add or Change Services

    Renew or Change Bundle

    Review Account

    Manage My Internet

    Manage My Voice


  • Support  

    Community help





  • Watch FiOS  

    Watch thousands of your favorite TV shows and movies On Demand and Live. Rent or buy your favorites and watch them on any device. Or, check what's on tonight and program your DVR. You can do it all!

    Watch Free TV & Movies



    Rent or Buy

    Set your TV Viewing Experience

  • Trending  

    Check out this personalized, real-time feed featuring the latest content and entertainment from around the Web including new headlines, sports, entertainment and more.






    See what's Trending!

Posts: 1
Registered: ‎05-19-2013
0 Kudos

Set top box problems

Set top box keeps turning off. Very annoying. Is it a faulty box or is this normal?

Bronze Contributor III
Posts: 369
Registered: ‎10-23-2008
0 Kudos

Re: Set top box problems

Hi gabbyc88,


The answer is NO, this is not normal STB behavior.


The only times that I am aware of an STB turning itself off under normal behavior is when you leave it tuned to a channel that you are not subscribed to for an extended period of time, or if you have it connected to a TV through an HDMI cable and the box senses that the TV is turned off. (In the latter case, check to make sure that your HDMI cable is securely inserted on both ends. Or swap it with a known good cable.)


If the STB is just turning off (standby mode) and the TV and other equipment are remaining on, this is very unusual. My first thought would be to make sure that no one is touching the remote and that the remote is not pointed at the TV when this occurs. This would eliminate the possibilities that someone is accidentally pressing the power button, or that a faulty remote control is turning the box off all by itself.


More common is the complaint that the box resets frequently (also not normal STB behavior). When this occurs, you'll hear a click, the front panel (if you have one) of the STB will momentarily go blank, when the box comes back on it will be in standby mode, and when you press the power button a red startup screen will display.


The most common reasons that an STB resets are as follows:


  • power outages
  • internal errors
  • software / firmware updates
  • overheating / ventilation issues

I have also found that performing certain activities can increase the likelihood of a box reset. These activities include prolonged Guide and On Demand menu use, especially looking up a lot of Information page descriptions. If you are performing the same type of activity each time the STB resets (e.g., looking up the same information page to the same program), this is a rare and unfixed issue that I've already notified Verizon about.


The bottom line is, if you're not having power issues and your STB has enough clearance around it to stay cool, you're probably looking at a bad box. You'll need to contact Verizon directly and have them walk you through all the steps to exchange your STB.


Short of that, you can always try an STB Auto Correct. Post back here if you need help doing this.

Find this post helpful, informative or just something you agree with? Click the red ‘thumbs-up’ button.
Did this post solve your problem? Click the green ‘Accept as Solution’ button.


My Verizon

Support Tools

Watch FiOS


  • Visual 411