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OANHD channel 616 not authorized

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forum11
Copper Contributor
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Registered: ‎02-28-2011

OANHD channel 616 not authorized

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According to the FiOS channel listing website, OANHD channel 616 has been recently added to my TV package. However, it is currently not tunable for me as it is not authorized on my CableCARDS. Meanwhile, the existing OAN channel 116 (SD) is authorized and working fine. I reported the problem to tech support yesterday via online chat, which was a bit of a tedious experience itself, and was finally told the FiOS "video team" should have the issue corrected in 24 hours, but so far nothing has changed.

 

Even though I've been a FiOS TV customer for years, I rarely try tuning to newly added channels. Is this typical for newly added TV channels? How long should I expect for the FiOS video team to get their act together?

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forum11
Copper Contributor
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Registered: ‎02-28-2011

Re: OANHD channel 616 not authorized

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Two days ago I received a call from a Fiber Solutions Center rep, who normally works directly with Verizon field techs, and was informed that all the responses from the FNOC Video Department saying the channel is properly listed in the channel package data and confirmed live have been focused on what the Super Head End is sending out, not my regional Video Hub Office or my local Video Serving Office. The next step is for Verizon to check what is going on at my VHO and VSO, both with the video feed and the channel package data (DAC server).

 

Strangely enough, while I was on the phone having the above discussion, my other line rang showing Verizon calling. The call had to go to voicemail. When I listened to the message I found it was left by one of the regular customer facing support reps that I had spoken with on Monday. He apologized and informed me that the website is inaccurate. According to him, 616 OANHD is not part of the Extreme HD package and should only be listed under Ultimate HD. He added that 116 OAN (SD) is part of the lesser Extreme HD package, which is why I can view it. The message did leave me wondering, since I had just got off the phone with someone insisting I should be able to view it, not to mention that treating the HD and SD versions separately seems strange, especially for a newly added station, given how common HD is now.

 

Yesterday I got a call back from the Fiber Solutions Center and they ended up coming to the same conclusion, although they did add that there were multiple points inside Verizon that had the channel package listing wrong and that they were working to correct them. They also thought it was strange that the HD version of the new station was exclusive of other tiers that get the SD version, but speculated that it may have something to do with the stations pricing/licensing structure. While not common, they said the Hallmark Channel had been like this for some time before they finally tied the SD and HD offerings together.

 

So, no channel 616 unless you have Ultimate HD. That is the official answer as it stands now. It only took a week’s worth of chats and calls, three support cases, and a bunch of needless troubleshooting to come to this conclusion.

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hlppls
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Re: OANHD channel 616 not authorized

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116 is the only channel. The HD version is not out yet

tns2
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Re: OANHD channel 616 not authorized

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@hlppls wrote:

116 is the only channel. The HD version is not out yet


It is an some areas.  E.g. Bradenton FL.

hlppls
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Re: OANHD channel 616 not authorized

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Maybe I was a bit short in my previos post. The channel does not come out in all areas at the same time. My 616 works as well. On my boxes and my cablecard. If the OP has a cable box and it works, then the issue may be the cablecard

forum11
Copper Contributor
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Re: OANHD channel 616 not authorized

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The notion that the FiOS channel guide on the Verizon website wouldn't be accurate for the given market served is odd to me, since it asks for your zip code before displaying the channels in your area.

 

I mentioned my use of CableCARDs as I have no Verizon STBs to test with. Since all other channels are working and Verizon support didn’t flinch when I contacted them last week I am reasonably confident there is nothing wrong with my CableCARDs.

 

As a further update, I called and spoke with Verizon support this morning. They unequivocally confirmed that channel 616 should be live for me and that all of my customer premises equipment (CableCARDS, ONT, etc.) is working as expected. There is something else on the FiOS network that is amiss and they are looking into it, with another 24 hour update window. The support rep did see the notes from the chat session last week and said that the issue was “handed off to someone else” but there were no follow-up notes. They apologized, gave me an actual support ticket number, and said it would be worked on this time. Let’s hope they mean what they say.

 

hlppls
Silver Contributor I
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Re: OANHD channel 616 not authorized

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If all of you equiptment is fine, then that means 616 is not in the video feed. This would be the same video feed your neighbors get. Can you check with a neighbor with verizon video and see if it works for them. If it works for a neighbor then there is something wrong with your equiptment. How did they verify the signal for 616 is actually getting to your device? Without a Verizon cable box, they get no results on signal stregnth at your equiptment.

Troubleshooting on a cablecard  really will not happen because it is not Verizon equiptment. I know my cablecard device (Ceton InfiniTV4)  has a diagnostic section where I can enter the channel number and the signal and authoroization for my card can be checked .

forum11
Copper Contributor
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Re: OANHD channel 616 not authorized

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>If all of you equipment is fine, then that means 616 is not in the video feed.

 

Or the actual video may be on the feed but the CableCARD does not have me subscribed to that channel, one reason being that it has not received the required activation signal from the FiOS video office. This was my first inclination. Of course there could be other underlying causes. More on this at the end of the message.

 

>This would be the same video feed your neighbors get. Can you check with a neighbor with verizon video and see if it works for them. If it works for a neighbor then there is something wrong with your equiptment.

 

That’s a good idea, but at this time it’s not convenient to do so. If I can get to doing this I will.

 

>How did they verify the signal for 616 is actually getting to your device?

 

That’s the problem, I don’t think they have. They verified somewhere at the video office side (not sure exactly where) that the video is on the feed.

 

>Without a Verizon cable box, they get no results on signal stregnth at your equiptment.

Troubleshooting on a cablecard  really will not happen because it is not Verizon equiptment.

 

The Motorola CableCARDs are just as much Verizon equipment as the Motorola Set-Top-Boxes that Verizon provides, but yes, I understand that the tuners using the CableCARD for access are outside of the Verizon purview and, as far as I know, there is no way for the CableCARD to query the tuners for signal strength, SNR, etc. and report it back to Verizon.

 

>I know my cablecard device (Ceton InfiniTV4)  has a diagnostic section where I can enter the channel number and the signal and authoroization for my card can be checked.

 

Yes. And on my devices I checked and it appears that when tuned to channel 616 the tuners are receiving a solid signal at the assigned frequency. The error message being displayed when trying to view channel 616 is one indicating that you have not been granted access to the channel, as if said channel was outside of your subscription package. As best I can tell right now this is the only channel I should have access to that I don’t and the issue is seen on two separate CableCARDs.

 

Among other things, Verizon has already re-initialized both CableCARDs and even fully deactivated and reactivated one of them during an extended troubleshooting session. So far the CableCARDs have all responded just as Verizon would expect, sans channel 616 being authorized/subscribed. They also remotely rebooted the ONT and said that all values reported from the ONT are normal. They suspect that something is not right with the channel package file that the video office is sending down and are looking into this. Other than that, they suspect something may be wrong with the CableCARDs and may have me swap them out, although they agree that it would be unlikely to have both CableCARDs go bad at the same time and fail in this manner where only a single channel can’t be granted access.

forum11
Copper Contributor
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Re: OANHD channel 616 not authorized

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Apparently this is happening to other people as well:

http://www.dslreports.com/forum/r29155390-

Note: I found this thread in between Verizon support calls this morning (outlined below) and subsequently mentioned it to the last tech I spoke with.

 

Unfortunately, for me the support folks at Verizon have been incapable of even basic case management. I called in this morning only to find my case had been closed without resolution and no notification to me. The rep I spoke with created a new case in hopes of keeping the wheels turning. I subsequently received a call back from a tech, who evidently was expecting a field tech to answer the phone, and he informed me that his system is showing the channel availability in my market as To Be Determined. I thanked him for the info but pointed out that previous support reps, including supposed communications from the video department, said it should absolutely be available now, as does the website, and that if it’s not available right now it would be good for everyone at Verizon to be on the same page. He agreed, albeit somewhat begrudgingly. He seemed wholly uninspired by the incongruities I was describing. Supposedly the matter is still being reviewed by the “FNOC Video Department”. Keep in mind this was an issue that on Monday they were looking to send a tech on site to troubleshoot at my house. Talk about a waste of resources.

 

So going back to my original question, I guess when Verizon says a new channel is live it’s best to assume it’s not and give it an undetermined period of time to be viewable.

PJL
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Re: OANHD channel 616 not authorized

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@forum11 wrote:

 

So going back to my original question, I guess when Verizon says a new channel is live it’s best to assume it’s not and give it an undetermined period of time to be viewable.


When did Verizon announce the channel addition?  I must have missed it.

forum11
Copper Contributor
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Registered: ‎02-28-2011

Re: OANHD channel 616 not authorized

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@PJL wrote:

@forum11 wrote:

 

So going back to my original question, I guess when Verizon says a new channel is live it’s best to assume it’s not and give it an undetermined period of time to be viewable.


When did Verizon announce the channel addition?  I must have missed it.


What medium/forum do you consider to be official for channel availability announcements? My DVR notifies me when new channels are added, but I believe that data comes from a third-part service that may not be considered official. When in doubt I use the Verizon FiOS TV website with my zip code entered so the guide shows what is available in my area. As previously stated, 616 is listed there and until today everyone at Verizon I spoke with confirmed that it should in fact be available at my service location. From what I have read in other forums, folks with STBs have seen the channel appear in their channel guide but get the “not subscribed” error while others can view it just fine. I'll also add that when 116, the SD version of 616, was added just a week or two earlier it was and still is viewable at my location.

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