Trouble with guide
daddygil
Newbie

Just had an install september 18, everything is good except the guide on one of my std top boxes is not receiving data. Can't change or select channels from the guide or menu.  In system information there is no IP address and it says next to network: no network..help!

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Re: Trouble with guide
Justin46
Legend

@daddygil wrote:

Just had an install september 18, everything is good except the guide on one of my std top boxes is not receiving data. Can't change or select channels from the guide or menu.  In system information there is no IP address and it says next to network: no network..help!


Has this STB ever displayed the Guide data and had an IP address? If not, you probably have some kind of network connection or setup issue that the installer should have seen and fixed during the install, and you might need to get Verizon to send a tech out.

If it previously worked and now doesn't, reboot the STB, that should fix it:

Menu ==> Customer Suport ==> In-Home Agent ==> Reboot Set Top Box

If not, then try restarting the router, all of the Guide data comes via the router. If you log into the router you must be able to see the STB in the list of devices or you will never get the Guide data, etc.

__________________________________
Justin
Verizon FiOS TV, Internet, and phone
QIP6416-P1, IMG 1.7.1, Build 09.97
Keller, TX 76248

Re: Trouble with guide
lasagna
Community Leader
Community Leader

Do you have more than one STB in your house?   If so, try taking the non-functioning STB to the location where a working STB is located and plug it into the coax / TV temporarily and see if the guide starts appearing. 

If so, then you have a marginal signal or cabling issue at the location where the box is normally installed -- this could be caused by a bad splitter (or one not passing the higher frequencies needed for the access to the Internet signal to get the guide data) or the length of the cable run / number of splitters / signal degradation between the router and your STB location.   The installer should have caught this during installation, but it's easy enough to self-diagnose.

If the guide fails to work when the box is attached at a location where another STB is working properly, then you might want to call Verizon and ask them to reinitialize the box to see if that resolves the issue.   Otherwise, as Justin said, it might be time for them to send out a Tech and checking the cabling.