STB WAN fail - no guide info

So this is kind of a weird issue I'm having. I initially had residential fios tv service and business internet (5 static ip's). Everything was working fine for a couple of years. About 2 weeks I cancelled my business internet and signed up for a triple play bundle, including 75/35 residential internet.

About a week after the switch, I noticed that I have no more guide and program information (i have 2 DVR boxes, both acting the same). After power cycling everything in every order possible, and being on the phone with techs several times, they sent me a new router. That didn't fix the problem. Not sure what to do.

So, internet works fine, TV is fine but no data (guide, widgets, etc).

Diagnostics on the boxes show it is connectied on coax LAN (getting 192.169.1.100 and 192.168.1.101 respectively) but failing WAN test.

It must be some setting that needs to be updated when switching the internet from business to residential. I assume that i didn't notice it right after the switch because some data had already been cached. All the techs i've talked to have no idea. Any help would be greatly appreciated.

Accepted answers

destman

Well, after another call to Verizon tech support (number 4 i think), the problem is now SOLVED.

When I got a tech on the line, I kept insisting that I only want to deal with Tier 3 support since it's clear that Tier 1 can't help, and I've already tried everything possible on my end and that there HAS to be a bad setting on their end.

I got connected to a supervisor (tier 3) and after about 15 minutes of them working with the network techs they determined that my DATA account was not linked to my VIDEO account after my switch from business. Once they fixed it, and I power cycled the router and the boxes, everything is back to working normally and they gave me $20 off my monthly bill to say "sorry for the hassle".

Even though the problem was not with my setup, thanks again for all the advice I received on this board.

All comments

armond_in_nj1

@destman wrote:
... had residential fios tv service and business internet (5 static ip's) ... signed up for a triple play bundle, including 75/35 residential internet ... noticed that I have no more guide and program information ... they sent me a new router. That didn't fix the problem ... Diagnostics on the boxes show it is connected on coax LAN (getting 192.169.1.100 and 192.168.1.101 respectively) but failing WAN test ...
Can you give some idea of your network components and in particular your wiring diagram?

destman

ONT is connected to router via Ethernet

router is connected to STB's via coax (not sure if it's via ONT or not)

There are a couple of splitters here and there, but nothing has been changed for years in the wiring setup, and everything used to work fine until recently.

armond_in_nj1

@destman wrote:
ONT is connected to router via Ethernet
router is connected to STB's via coax (not sure if it's via ONT or not)
There are a couple of splitters here and there, but nothing has been changed for years in the wiring setup, and everything used to work fine until recently.

In general you need to have WAN coax to obtain guide data. This is a simple change that can be accomplished over the telephone, and it generally does not require a truck roll. Note that in the past there were indeed installations using both coax and Ethernet from the ONT, but I don't believe that is still common.

I recently discussed a similar situation on these boards, so it may help to take a look at the wiring diagrams in this post:

http://forums.verizon.com/t5/FiOS-TV-Technical-Assistance/Unplugging-all-network-devices-from-Fios-router-prevents-DVR/m-p/513509#M40166

destman

Ok, so I traced the wires.

| ---- ethernet ----> ROUTER --coax----->(out)| | (out)----coax---> STB1

ONT | | 3way splitter |

|---- coax ----------------------------------------->(in)| | (out)----coax---> STB2

This setup was in place and working perfectly for over 2 years with business internet. When I switched over to residential internet, they didn't change any wiring, just activated the new internet account via their in home agent thing.

So, while non-standard, the wiring setup definitely should work, since it was working before the switch to residential.

Would it be possible for them to have had both the coax and the ethernet turned on in the ONT? Maybe it was like that before and that's why it worked, although I would think that all the communication would just have to go through the router anyway, to use the DHCP.