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03-26-2012 06:08 AM
Well, Manually resetting the STB isn't working, In Home Agent reports that the service is "Temporarily unavailable" Online Chat service keeps recycling between 38 minutes to 4 minutes hold time, been on the phone already for 50 minutes waiting for tech support.
BUT, Tech Support finally picked up and the tech was curteous and actually was able to fix the problem. Maybe it'll stay fixed! :-)
03-26-2012 09:26 AM
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 the instructions posted by the original poster as they are helping a lot of people resolve this.
03-26-2012 11:31 AM
Well as of 10:00am when I left for work still not resolved. I have 3 TiVo's so all the help on resetting STB's is useless. Have spent > 2.5 hours on hold this weekend to get tech to send resets (I guess) that have evidently "not taken".
Also, to raise the general frustration level with Verizon, I downloaded and installed the Service Advisor on Sunday. Clean install but when run, EVERY mouse click on a button brings up a dialog about Java script errors. Uninstalled, re-downloaded, and re-installed and same results. Utterly useless. And this on a late model I7 with Windows 7 and every patch current. Unbelievable.
So when I get home in a couple hours if they're not working then I guess I have another long wait on hold to look forward to...
03-26-2012 02:06 PM
For Tivo's you'll need to use the online Support tab (look at the top of this page), then select TV and Fios TV. On that page, select Quick for STB's and I believe it will show the cable cards as well as any STB's that you can select from to have them reset. If not, you'll have to get tech support to reset them from their end via a phone call or online chat session.
03-26-2012 03:58 PM
Tried this solution 4 times on 1 of the STB's of the 3 that are affected, just keep getting the error message. I also unplugging the boxes for 30 seconds each and then letting them reboot, no help there. But I guess I'll have to keep trying the "home agent" thingy because it sure doesn't look like Verizon is going to be much help.
Does anyone have a good verizon phone number that we can call to actually talk to someone who might be able to help us ? I keep getting the run around with every number I've tried so far, everyone acts like they don't know anything about it, they just say, oh yeah there's an outage, you want as to call you when it's fixed. Big help that is.
Verizon is doing a completely horrible customer service job with this problem, there just isn't any information on it anywhere but this forum, and I notice that the majority of the posts are from the customers, not the company.
This thing is being totally mismanaged.
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