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Losing Subscription

I'm at wits' end on this one; hoping the VZ tech staff who monitor this forum (or other users) could help me out. I've tried going through the phone support and chat support, and my problem still hasn't been fixed.

Everyday, several times a day, whatever channel that I'm watching will just black out with a "you are not subscribed to (channel)" error message. And when it happens, it happens for all channels. So, if I change the channel, the channel to which I change also has the error message. And they are channels that I watch daily. Sometimes, it is an HD channel, sometimes it is an SD channel. It happens on my SD STB in one room and sometimes it happens on my HD DVR in the other room.

At first, I would just use In Home Agent and reset the box. After the reset, it would come back and I'd have no problem. Within the next hour, it would happen again. I work until 7pm, so I usually have the TV on from about 8pm-11pm, and it will happen 2-3 times during that span.

After about a week of doing resets, I went through tech support and they sent me a new HD DVR. I went through the installation/activation, and it still happens. If a VZ rep needs the chat ID, private message me.

What annoys me most is that it interrupts my DVR shows that record during the day while I'm at work. I'll be watching my DVR show and it blacks out and records the black out, so I lose the show.

The last time I called tech support, they simply did a reset of the box. No one seems to listen when I say that I do resets every hour and I want to have the problem corrected for good; not just that particular black out.

I have no problems with the Internet and I'm able to manage my DVR over the web without a problem.

Does anyone know what might be causing this problem? I'm not sure if I lost a port mapping on my router but I just looked and I have several forwarded UDP/TCP ports for my STB/DVR IP addresses. Please help (and not just with a response pointing me to In Home Agent to reset my box)!

Thanks,

Sam

Comments

ElizabethS

Hello sbressi

Sorry you are having difficulty, an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information to help you resolve your issue.

TonyaD_VZ

Verizon support is in receipt of this issue. We will send you a PM to gather additional information.

Thanks,

Tonya D.

Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or Plan.

Loren4

I got a new set-top dvr from Verizon last year. It worked for a while then started resetting itself at various times of the day and ruining programming and recording.

Now it has been rebooting several times per day. This week I started grtting the "you do not have a subscription" on various channels. I tried every 'fix-it" on the TV menu and the Verizon Fios tv website. Once the STB/DVR Auto-correct worked. Then different channels were unusuable with the "no subscription" error.

This is ridiculous. I am paying subscribed channels. Either Verizon has a major software problem or the DVR set top boxes are lemons. I exchanged my earlier model box last year because of similar problems which are now worse (with the added "no subscription" problem).

I have owned Direct TV and the DISH. The snow on the dish problems were nothing compared to the constant and worsening service problems with Verizon.

Anybody switched providors recently? What was the result? How about Time-Warner?

sbressi

Loren:

Did they send you the Motorola QIP7232? Ever since I got that STB (and paid $40 to upgrade to it), I've had nothing but problems. And they sent another one as a replacement and it has been problematic. When I had the older model, it worked fine.

sbressi

Day 20 without service.

In a nutshell, Verizon has replaced my ONT and STB and I still receive this error 10-15 times per day. The representative on 1-800-VERIZON told me that there is "no effect on my service." I have to reboot my STB every 45-60 minutes and my recordings are half blank because the subscription cuts out during the recording. How can they say that there is no effect on my service?

sbressi

23 days without usable television service. Had to call 1-800-VERIZON several times yesterday. I've stopped performing the STB reset myself and instead call 1-800-VERIZON every 20-40 minutes when it happens and have them perform the reset. Maybe then they'll see what effect it is having.

My Internet still works fine, but no TV (which makes up $70 of my bill). There goes $70 down the drain for the month of March... I wonder if April will be any better.

retiredme

I am going to take a shot in the dark, because this sounds similar to what was experienced a couple years ago prior to the old IMG 1.8. Usually problems like you are experiencing are due to low signal strength which could be caused by a variety of reasons. If you have already done so, then ignore this part, but ensure that all coax connections are tight, and that there are no kinks or extreme bends in the cabling from the ONT to the DVR. Sometimes even the splitter could go bad. If you know all this is OK, then try component cables plus audio. This was the solution a couple years ago because HDMI was causing all kinds of handshake errors, with many different TV brands, all displaying "channel unavailable" wherever you went. I was rebooting every three days just out of habit until I switched. Like I said, it's just something to try. IMG 1.8 fixed most of those errors. The recent IMG 1.9 seems to have introduced some new errors. There is an alleged software fix forthcoming, but it's anybody's guess as to when. Good luck.

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