Just switched from Comcast to Fios on 12/24/12. We've had internet and phone since then (12/26), but no TV services. I just get a red screen that looks like a curtain with a black box in the middle saying the device is starting up. It's been like that for two days. Support says they can't get anyone out to my house until after the new year. Anyone else ever experience this upon first installation?
I tried calling support a couple of times, but they just had me running around the house performing silly check like seeing if the cable has a prong sticking out in the middle to ensure it is connecting. Duh...If it wasn't connecting, it wouldn't show any screen and it wouldn't be affecting every tv in the house. Is this the "reliability" I should come to expect from Verizon? Thoughts?
@spkj wrote:Just switched from Comcast to Fios on 12/24/12. We've had internet and phone since then (12/26), but no TV services. I just get a red screen that looks like a curtain with a black box in the middle saying the device is starting up. It's been like that for two days. Support says they can't get anyone out to my house until after the new year. Anyone else ever experience this upon first installation?
I tried calling support a couple of times, but they just had me running around the house performing silly check like seeing if the cable has a prong sticking out in the middle to ensure it is connecting. Duh...If it wasn't connecting, it wouldn't show any screen and it wouldn't be affecting every tv in the house. Is this the "reliability" I should come to expect from Verizon? Thoughts?
Hello,
This post goes back to 12/26... are you still having trouble getting your TV service working at home?
Normally for new service, particularly if you're switching from a new provider, an appointment is scheduled for a technician installation. The technician goes to your home and checks the Optical Network Terminal (ONT), brings the FiOS equipment with him/her, and checks proper set-up of the router, set top box connections to the TV, and computer set-up.
This sounds like you opted for self-installation, received the kit at home and set-up the services on your own?
Please confirm the following:
1) Check that the cables/cords are connected properly:
a) Coax from the wall or floor goes to the "TV In" port at the back of the STB.
b) If the STB and TV are high-def, then you'd have HDMI or component cables connected from the STB to the TV.
If the STB and TV are standard, then you'd have a second coax or red-white-yellow cables connected from the STB to the TV.
c) the power cord is connected from the box to a power outlet/strip.
2) Check the input on your TV.
By the way, to troubleshoot the issue then with your TVs/set top boxes, Verizon's Technical Support would have to go through the steps with you on the phone, especially if you set-up the STBs on initial installation.
You can also try the following:
1) downloading the In Home Agent via verizon.com/inhomeagent and go to the My TV section for some quick autofixes.
2) going to http://www22.verizon.com/Support/Residential/TV/fix.htm and click on the link for "Set-Top Box or DVR not working", and if those steps don't work, click on the link for "Let us fix the problem for you."
3) contacting a Support representative via the In Home Agent or through http://www22.verizon.com/content/contactus/
4) calling Technical Support once more at 1-888-553-1555. If the Tech Support representative cannot assist you, then they can schedule a technician to go out to your location.
Hope this helps!
I am pretty sure you have a connectivity issue. The STB's have to communicate with Verizon's Server Farm before they will complete the boot procedure. Sounds like your is stuck trying. So as others have suggested, make sure the Coax is in the correct connection in the back of the STB.
So that means it is time to check the obvious.
Did the Verizon tech replace ALL of the cable splitters? MoCA operates at frequencies well above those used by Cable systems, so the Cable TV provided splitter will not work for FiOS TV.
Are the Coax lines to the STB's connected to the Verizon Supplied Splitter(s)?
The fact that you have Internet says at least the Router is connected to ONT and working, and the MoCA bridge inside is working. So I doubt the problem is in the router.
The Verizon rep should have verified that the TV's and STB's were functional before he/she left.
Thanks for that detailed help. I didn't set it up myself, though. There were three technicians here the day of installation.
A tech came two days early, thank goodness. He said that something needed to be reset. Although, he didn't do anything but tell them to reset it, which was done off-site. So, this could have been handled remotely a lot sooner.
Thanks for the help!
@spkj wrote:A tech came two days early, thank goodness. He said that something needed to be reset. Although, he didn't do anything but tell them to reset it, which was done off-site. So, this could have been handled remotely a lot sooner.
Thanks for the help!
They likely set the provisioning of your service to include TV, something they apparently missed when the order was placed.
Start a new topic or ask questions in the open forum.
