10-25-2010 08:04 AM
I am on my THIRD HD DVR (6416) this year (that is what happens when you recycle junk) . But with this one the strangest thing is happening with the Caller ID. I am getting call notifications on screen but my phone never rings!!!! This has been going since the day I activated it and it happened 5 times alone this past Sunday. Finally did a test and none of my other boxes (1 SD and 1 HD) are doing this (when a notification popped up on the HDDVR I went into an adjacent room and there was nothing on the TV). When I do get my own calls it is working just fine on all TV's/boxes.
It would seem to me the box is still getting notifications from its previous user. I’ve re-booted, powered off/powered on, etc. the box and this is still going on.
Has anyone ever had this happen to them? How did you get it to stop without wasting 3 hours on the phone with Customer Support (I am dreading the thought!).
10-25-2010 11:51 AM
You've probably already checked, but if not, is the ringer turned on and the
ringer volume turned up loud enough?
The ringers are on and working. Like I mentioned, when I do indeed get a call (my phone rings) the caller ID displayed is correct. It is when the phone does not ring and but the Caller ID is displaying a number on screen is the issue. They are not numbers and names that I recognize. It's not that am getting a lot of these every day, it just that they become annoying when a name and number suddenly pops up on screen as I am watching something for a call that is not coming through my phone system. And like i also mentioned this is only occurring on the TV connected to the replacement HD-DVR I received two weeks ago, all other the TV's and boxes are fine.
It is strange.
10-26-2010 11:02 AM
Try calling the Call Assistant group, 888-483-5156. These guys have access to the servers that provide the CID to the STBs, and they can query your local phone switch to see what it is doing with your notification. FYI when the phone switch receives a call it provides the CID to another server that sends it to the STB and the Verizon Call Assistant client and web page.
10-29-2010 10:13 AM - edited 10-29-2010 10:15 AM
I got the same problem. CID on TV notification but my telephone does not ring, this happens daily, about 5-8 calls. I think I need a new STB.
It's not an STB problem. The STB is only responding to an IP message it's getting from the VCA/FiOS TV caller ID server, which is sending your box the caller ID information that should be going to another STB by using the wrong IP address (yours). Call the number I gave above for the Call Assistant group: 888-483-5156. They should be able to troubleshoot it and fix it, or point you the right group to get it fixed.
10-29-2010 12:57 PM
actually - standard FSC agents have access to Caller ID tools and systems that the Call assistant guys do not have access to.
So they technically should be working it, and I think they have a caller id group they forward their requests to (seperate from the VCA group) that fixes them if it gets to hairy.
I'd do chat support first, as a lot of people have reported good luck with them and caller id tv.
if not call the standard FSC agents at 888 553 1555
i've had the call assistant guys pass me back to the FSC saying they only support VCA and IOBI not caller id on tv.