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Remote DVR stopped working

Jim0

A few days ago remote DVR stopped working for all 3 of my DVRs. So far I have..

1) Reset all the DVRs with VZ In home agent

2) Reset the router with a paper clip in the back

3) Unplugged and replugged the DVRs

I have also

1) Used Chat support.. they got me up to reset the router (after I waited for 20 minutes for an agent to respond). When the router reset, of course, I lost the chat session. But it didn't fix the problem either.

2) Tried to call tech support.. got told the call volume was high and all they could do was route me to an automated menu system which was useless. Finally gave up on that.

3) Tried to use email to contact support. As soon as I indicated I needed FIOS tech support, email went away and it just took me back to the support page on FIOS to look at the FAQs and crap. I did, and there is nothing about how to get this fixed that I could find.

So now I am on this forum hoping someone has a clue what to do.

I would add, that this happened about 3 months ago as well. That time I did get through to phone tech support. I did all the resets and reboots and stuff which didn't help. Finally they made a "change to my account in their database". Remote DVR started working again for me.. and lasted another 3 months before it died this time.

So.. if someone from Verizon reads this, please let me know what to do. There seems to be no way to actually get support on this, at least tonight.

Comments

VZ_Ron

Hey Jim, I would like to help you out can you send me a private message with your home phone # or your name and address. I could check and see if your DVR is on the network.

raugust55

I have the exact problem with my two STB's and have done every step as above including resetting the router. Called tech and she was helpless. I have done every possible "trick" possible. One interesting side note though. When the remote dvr was working, one dvr would read "listener 1 started" and the other dvr would read "listener 2 started" now they both read "listener 1 started". I could assume that there is some sort of conflict or a general network problem. I noted that Ron stated that he had the ability to check and see if the stb's were on the network??? I do have all the widgets, on demands, menus and tv guides w/o a problem. Also on the self diagnostics all appears to be well except the aforementioned listener status. Help!!!!!

mab57

I also have the exact same problem. I called tech support twice and they tried everything, both with the router & the STB. I checked In Home Agent & it says my trouble ticket has now been closed, but my remote DVR still doesn't work. I think the;y gave up trying to fix it. I'd like this feature to be fixed since it was very handy to use.

Can someone check if my STB is on the network?

I also have VOD & widgets. Even Media Manager works on my computer & STB. Everything works except remote DVR.

kemcm

My remote DVR also stopped working a couple of days ago for one of my 2 DVR's. The box does not respond to a query. the other dvr still works using remote features. I ran diagnostics. listener 1 started. And rebooted the box using the phone menu. In home agent has my boxes listed incorrectly as to their physical location compared to the names in my verizon under the heading "my set top boxes"

any help appriciated

Edit..

I just checked and diagnostics on both boxes refer to "start listener 1" all self diags successful on both boxes

Jeff1512

I am having the EXACT SAME problem...... Can someone from VERIZON seriously look into this???

Jeff1512

A LOT of people are now reporting that the Remote DVR on Verizons website is NOT WORKING. I have had this issue for over 1 week now. Power Cycling the settop and the router DOES NOT fix the issue as it had in the past. I believe this might be an issue w/ the VERIZON servers in the Head End. Could a Verizon Tech please look into this? I had RON (Verizon Tech on this board) Look into the issuse last week. He reset my settop, but even that DID NOT fix the issue.... Please let me know if/when someone looks into this issue.

Thanks,

Jeff

D-I-Ytelecommgr

Add me to this list. Even (thanks to Nstar working on a transformer) did a power-off reset of the whole **bleeping** house! Smiley Mad

D-I-Ytelecommgr

UPDATE OF ABOVE - Spoke to support. We currently have a DI-624 router which is no longer supported, along with the motorola router for the guide etc. Support is shipping a new router,. Guess we'll see where this goes.

Jeff1512

I have an MI424 Actiontech with this problem...

D-I-Ytelecommgr

"I have an MI424 Actiontech with this problem...".

Well I did kind of figure the router thing was a red herring,. Claimed he hadn't heard of the problem before.

Kapi

Ditto to all of the complaints previous to mine!! At least most of you have gotten to use the remote DVR web access, even for a little while. In my case it doesn't work at all, even though everything checks out through all available resources. It's a total mystery to me (and obviously a lot of other people). If this feature is experiencing this much trouble, and no technician has been able to figure out a resolution in over a year, then why doesn't Verizon just admit the problems and pull the product until it works the way it's supposed to? Sounds to me like they rolled this feature out before the bugs were worked out, and now they don't want to admit they made a mistake.

I'm on the verge of taking my business elsewhere ... and believe me, the remote DVR isn't the only technical problem with Verizon products. I've had trouble with my TV reception and weak signals ever since Fios was installed over a year ago. It's disgusting to have to deal with such incompetence!!

kemcm

I opened a ticket via phone on Sunday. The tech said he couldn't help (after trying several things) and he said he would move the ticket along and I would get a call later Sunday or Monday. I have not had a call back. Due to severe weather I know they are extra busy, but I still expect a call.

If this cant be resolved, I will be requesting a monthly service credit until it is. The feature is advertised and it obviously does not work properly at this point. It is one of the advantages I saw to going with Fios. Being able to set things up remotely.

kemcm

Fixed. Mysteriously working fine again today

Kapi

I guess you're one of the lucky ones ... I haven't been able to access the features at all. I, too, have contacted Verizon support via feedback, website support, phone calls, email, etc. etc. STILL NO RESPONSES OR ANSWERS!

Weekender

Not working on one of my 2 HD STBs. One functions fine - shows drive space used, recorded programs, scheduled recordings, favorite channels, etc. It cannot access the other box.

Ran Self Diagonostics. Both boxes show Listener 1 enabled.

Why would it work fine with on STB and not another on the same network?

Gambit61

I'm having the same problem. I just learned about this remote DVR function and neither the web page or Blackberry app work. 😞

D-I-Ytelecommgr

Can someone please point me to instructions on how to run "Self Diagnostics"?

AdvTHANKSance.

DUH! NEVERMIND! Spelling error in my search.. I found it!

redup

I called Verizon Support this AM to report no remote DVR on one of my two DVRs. Tier 1 support was very considerate and opened a Trouble Ticket to the group that supports remote DVR. I was assured they would call and was also given a Verizon Ticket number. Just logged in to check status. Ticket was closed at 531 PM Eastern Time with no resolution listed and I still have the same problem. Sure hope Verizon gets it together on this problem. Both my DVRs show Listening 1.

VERIZON PLEASE HELP. My ticket number is {edited for privacy}

RESTON VA

redup

I just spent 30 minutes or so on the phone with Verizon Tech support in an attempt to resolve my remote DVR problem. The issue was escalated up two levels and response is for now....Verizon needs more time to resolve. Will be interesting to see if they are able to resolve this time.

I still have good remote dvr on one of two DVRs and Verizon confirmed they see the problem. New ticket is open.

Reston Va

redup

Both of my DVR are now accessible via Remote DVR. Yeah Verizon. My DVR that was not working is now on Listening 2 and is working perfectly via Remote DVR.

Thanks very much VERIZON.

Reston Va

Stenzack1

I just got off the landline with FIOS TV tech support. After the guy did some "port mapping" my remote DVR control functions as it should. Others who are having the problems with this new feature might mention my fix when you call in to tech support.

rick12

Last week I installed the new app for Android on my Eris. It worked fine until this morning when it wouldn't connect. I checked on the TV and online and my number was enabled. I spent time on the phone with a rep for whom this was new (as expected). He reset the DVR, so I got a new access number. I entered it and still cannot connect. I can connect with Remote DVR through the browser on my phone, but not through the new app (available in the Android market, by the way).

If anyone reading this has had this problem and solved it, please pass along the fix.

salexander303

I 've been stuck in Listener 1 mode for weeks. How does one get their STB to go to listener 2?

Dutch421

Mine was working fine...stopped working in late January and has not worked since. I gave up on it.

selah81

I have this same issue and I refuse to give up on mine. I would rather keep calling and begin to demand credit. This is clearly false advertising, and I am a patient person but it is running low

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