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Replacement STB had no verizon software installed

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failedwordsmith
Contributor
Contributor
Posts: 3
Registered: ‎05-06-2012

Replacement STB had no verizon software installed

Message 1 of 2
(471 Views)

Hi all,

 

I had an issue with an existing STB that couldn't be fixed, so I was sent a replacement.

 

When the replacement arrived, I followed the instructions, and requested activation over the phone.

 

The box boots up to a blue screen with a lot of test data and numbers, and references the factory box settings.  It looks like an old computer monitor.  I am receiving channels and everything, but I have no access to the Verizon menus, or OnDemand.  I can access the factory menus for the box, which are unstyled, and very old-school looking.

 

It's almost as if there was never any Verizon software on the box.  Has anyone ever heard of this?  I got on the line with Verizon support, and they were convinced I was looking at my TV's menu, not the box's menu.

 

Can Verizon flash me a new software image, or do you think I need a new replacement?

 

Thanks,

 

Tom

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tns2
Platinum Contributor III Platinum Contributor III
Platinum Contributor III
Posts: 4,437
Registered: ‎12-16-2012

Re: Replacement STB had no verizon software installed

Message 2 of 2
(414 Views)

If there is nothing wrong with the box it can have its software reloaded.   Best Call VERIZON at 1-800-Verizon.

 

For less serious problems you may be able to get it to reset following http://www.verizon.com/support/residential/tv/fiostv/receivers/troubleshooting/questionsone/84875.ht... 

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