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DVR not working / tech support can't help (outage)

DVR not working / tech support can't help (outage)

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Contributor mdkalman
Contributor
Posts: 3
Registered: ‎05-31-2013
Message 1 of 4
(481 Views)

My DVR recordings are suddenly completely invisible to the box in the other room.

 

Reboots of all DVRS (unplugging for 5 minutes) doesn't accomplish anything.

 

The "Auto-fix of Common DVR" problems option gives me a "Data Error.  Please try again later." message.

 

Technical support says their systems are completely down and they can't even look up and verify accounts much less help me beyond giving general tips that I have already tried.  They've offered to transfer me to billing to at least get a credit for my downtime.

 

Billing and billing supervisors insist that this is untrue and that there is absolutely no problem with technical support beyond transient nightly updates. 

 

3 REPLIES 3
Silver Contributor II
Silver Contributor II
Posts: 371
Registered: ‎10-23-2008
Message 2 of 4
(409 Views)

If I'm understanding you correctly, the issue you are facing is that while all of your STBs are functioning, and your DVR correctly shows your View Recordings list, this list does not display on your non-DVR STB. Though there could be a number of issues causing your problem, and a number of fixes that could be necessary, I'll list the easiest first.

 

  1. With your non-DVR STB on, press the DVR button, wait for the menu to display, highlight Refresh Devices, press OK. This will refresh the recordings list. Go back to View Recordings and see if your recorded programs have re-appeared. If not, go to the next step.
  2. In the same menu, highlight the Auto-fix MRDVR Issues option and press OK. Highlight Fix/Activate My MR-DVR Service, press OK, press Right Arrow. On the next screen, press Right Arrow again. This should reset all your boxes and bring your recordings back. If not, go to the next step.
  3. Reboot your router.

If none of these solutions work, then you might be having an issue either with your service, your wiring, or your components.


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Contributor mdkalman
Contributor
Posts: 3
Registered: ‎05-31-2013
Message 3 of 4
(361 Views)

You are correct in your understanding.

 

As I alluded to, I already tried 1, 2 & 3. 

 

1) Did not help

2) Gave a "Data Error.  Please try again later" message

3) Did not help.

 

I figured this meant that I have an issue with my service.  Trouble is, I could not get technical support to help me that day or schedule an apppointment because they said their "systems are down."

 

And I could not get billing to even recognize that technical support was having support issues or that I was havng issues with my services.

 

Moderator Moderator
Moderator
Posts: 9,287
Registered: ‎03-18-2013
Message 4 of 4
(349 Views)

Hi mdkalman,

 

Have you tried to contact Technical Support again, to see if their systems are back online now?

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