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FiOS TV: Unable to View Account Information

dexman
MVP MVP
MVP
‎04-13-2022 07:01 PM

For the past few days, when I access the Connected Device Status screen, the system isn't able to show my account information. I see the following message on the top right corner of the screen: "Fetching Data From Servers for First Request Failed".

This isn't the first time I've seen this, so when the opportunity presented itself, I power-cycled the ONT, G3100 and the main & remote STBs. 

Usually this would restore the ability to view the information...but not this time. I still see the same message.

I then called a friend who also has FiOS and asked her to check. She, too, sees the same error message.

Is the ability to view account information from the Connected Device Status screen been removed, or is there some sort of issue out there? 🤔

MENU->Customer Support->Top Support Tools->Connected Device Status

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dexman
MVP MVP
MVP
In response to dexman
‎05-11-2022 04:13 AM

I've been checking for the return of my account information to the television STB tools.

As of this morning, the ability to retrieve the information has returned. My guess is there was a server-related issue.

As of now, Account Information and on-screen Caller ID are working properly. 🙂

Ok to close out this topic. 👍

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clem21
Community Leader
Community Leader
‎04-14-2022 10:23 AM
@dexman wrote:

For the past few days, when I access the Connected Device Status screen, the system isn't able to show my account information. I see the following message on the top right corner of the screen: "Fetching Data From Servers for First Request Failed".

This isn't the first time I've seen this, so when the opportunity presented itself, I power-cycled the ONT, G3100 and the main & remote STBs. 

Usually this would restore the ability to view the information...but not this time. I still see the same message.

I then called a friend who also has FiOS and asked her to check. She, too, sees the same error message.

Is the ability to view account information from the Connected Device Status screen been removed, or is there some sort of issue out there? 🤔

MENU->Customer Support->Top Support Tools->Connected Device Status

Support was able to replicate the issue and are looking into a fix.

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dexman
MVP MVP
MVP
In response to clem21
‎04-14-2022 11:29 AM

Thank you Clem! 😊 

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dexman
MVP MVP
MVP
In response to dexman
‎04-21-2022 04:12 AM

I rechecked the account feature and it is still unavailable. I might try reaching out to Verizon via Facebook to see if I can "light another fire". 😁

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clem21
Community Leader
Community Leader
In response to dexman
‎04-21-2022 07:26 AM
@dexman wrote:

I rechecked the account feature and it is still unavailable. I might try reaching out to Verizon via Facebook to see if I can "light another fire". 😁

Probably wouldn't hurt.

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RichL2
Newbie
In response to clem21
‎05-02-2022 01:21 PM

I HAVE THIS ISSUE AS WELL.  ANY SOLUTION?

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dexman
MVP MVP
MVP
In response to RichL2
‎05-02-2022 01:28 PM

I believe that Verizon was able to duplicate and is working on a solution. There is no ETR at this time. 🤔

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dexman
MVP MVP
MVP
In response to dexman
‎05-11-2022 04:13 AM

I've been checking for the return of my account information to the television STB tools.

As of this morning, the ability to retrieve the information has returned. My guess is there was a server-related issue.

As of now, Account Information and on-screen Caller ID are working properly. 🙂

Ok to close out this topic. 👍

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Bponnaiya
Newbie
In response to dexman
‎09-09-2023 06:15 AM

I need to access my account because I need the account number

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clem21
Community Leader
Community Leader
In response to Bponnaiya
‎09-09-2023 07:09 AM
@Bponnaiya wrote:

I need to access my account because I need the account number

Go here:

https://secure.verizon.com/signin

Login, then look for Bills, click on Bills, look for your last bill and download the PDF copy. Your account number is on the upper right.

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