My P265v5 stop responding to Ch+ and Ch-

Every time I press Ch+ or Ch- it shows the status of the current viewing channel was like I had been pressed OK button. The only way to change channel is by entering the channel number. The rest of the remote functions work perfect. Yes, I put new batteries.

Accepted answers

dexman

An update was pushed (by Motorola?) to some model STBs that is causing problems. Verizon is aware of the situation.

All comments

dexman

Which model STB is in use

If it hasn't already been tried, remove the batteries for a "longer" amount of time to see if that makes a difference. Also consider resetting the STB.

kaxmm6160

Thanks for your response. I thought I was thorough to include everything, obviously wasn't. The box is QIP7100 2.

kaxmm6160

Took out batteries, waited half hour to no avail. Suspecting it's the circuitry inside had gone haywire.

dexman

Ah....

It is possible that the remote is failing. Also worth noting is that the QIP7100 2 is, essentially, an obsolete STB and Verizon no longer ships it. The 4100 series is the current STB...the VMS (the main unit) and the Mini (remote units). It might be worth looking into upgrading.

oldridgeroad47

Same problem here, three STBs with the P265 remotes, all rebooted this morning, now can't change the channel using the up/down remote button OR the channel button on the STB. I suspect this is their way of forcing us to upgrade to the newer models.

buffy5

The same thing is happening to me on both my set top boxes. Also, my Favorites totally disappeared. Rebooted boxes & rebooted router, neither helped. I've been on hold with Verizon for almost an hour now. I did contact Verizon Support on Twitter. They asked that I DM them. Will let you know if I get a definitive answer to what the problem is.

buffy5

Been trying to contact Verizon via phone, but I've been on hold forever. Tried contacting support via Twitter. They asked me to DM them & explain the problem further, which I did. They DM'd me back & asked if the problem was related to my mobile or internet service! What part of "set-top boxes" didn't they understand? So I have no hope I'll get any help from them.

Em604

I have the same problem here, too!

Em604

A few months ago one box went haywire, and I was told the resolve would be upgrading my boxes and router! I returned the one box and had no problem with the other, till now, with this issue! Could be their way to force more costly upgrading?

Pasqua12345

I’m having this problem suddenly today as well. I went through all the normal steps (reset box, change batteries) but no success. I thought maybe the CH+- buttons themselves might have been damaged after trying these steps.

But, I actually have a brand new P265v5 remote unopened laying around. I paired it brand new with the box and the new remote is having the same exact issue.

Based on what I’ve read on this thread, the software update to the box broke the channel up/down functionality. Hopefully this gets patched soon!

jmd31

Same here in NY,weird thing is that my lifetime Verizon SD box was not affected - just the HD DVR.

Rick_C_35

The channel + - button does not move up or down the channel when used. Everything else on the remote works. I tried a different remote and same issue. When the + or - is pressed, the information banner at the bottom of the TV screen comes up, but the channel does not change. When the + or - is pressed, the light on the box blinks, so it is clear the remote is making contact with the box. I have done the following - rebooted the box. No difference.

Tried to call Verizon technical support. Was on hold for 3 HOURS.... no answer!

TLHINMECH

STB: QIP-7216 P1

Release: 1.14

Build Number: 26.07

Data Object Version: 36.07

I have multiple P265v5 remotes for this STB. Neither will change the channel with the Ch+/- keys. I've removed/replaced the batteries on each. No luck.

I've soft rebooted the STB via the Customer Support-Top Support Tools-Reboot STB option. I've done a hard reboot by removing power for 20-30 seconds. No change.

I've also used the Fios TV Mobile app to connect to the box and select the remote feature. It was not able to change the channel with the Ch+/- buttons.

This is not a remote problem. Some update to the STB has messed up.

Hope they correct this real soon.

PS: I can change channels by entering specific channels via the numeric keypad.

TLHINMECH

I also lost my Favorites along with ch+/-

yudenkoa

Hi same problem here !!!

Thank you to everyone who contacted Verizon hopefully we will get a reasonable fix soon

evicliff

Yep. Me too. Old style boxes. No channel +/- and FAVs all gone. Numeric entry works. Three different boxes, three different remotes. I noticed a second box was working fine after my first mess up, but a short while later, it too has same problem. Sure sounds like a FW issue.

Drybagel

I have 2 remotes and Ch+ and Ch- stopped working on both at the same time. It must be the box.

cha610

Same problem here.

Volume and Mute buttons also not working today? Anyone else same problem with Volume as with Channel?

Bethebood

This just started at 8:00pm ET. We have an older box and have reset it, removed the batteries and tried the simple boxes with no options on it. No luck on any of them. Very frustrating to say the least.

buffy5

Verizon does know there is a problem with both the channel +/- and the favorites. It has something to do with the update to the set top boxes that was done today. They are working to fix it, but don't know when the problem will be resolved. I guess all we can do it wait & hope it's resolved soon.

frustratedandstillannoyed

For what it's worth, I have a DVR and 2 STB. On my DVR and the bedroom STB the channel up/down buttons don't work, but on my box in the basement the channel up/down works fine. So, I took all three remotes to the basement and all three remotes work when using the cannel up/down buttons. That eliminates the remotes as being the problem, even though Verizon's first response was to change the batteries. Verizon support is useless.

buffy5

@cha610
wrote:
Same problem here.
Volume and Mute buttons also not working today? Anyone else same problem with Volume as with Channel?

I've had no problem with the Volume of Mute Buttons.

cha610

Thanks for reply about Volume.

Maybe it has to do with STB model. Hope Verizon fixes soon.

Nikonicon

Reason why remote isn't working with ch+ and ch- is because when Verizon updated the STB today, they 1) deleted all channels in Favotites 1 and Favorite s 2 (which are a subset of All Channels) and 2) set the channel Flip By setting to Favorites 2 (which of course is empty now).

So, that doesn't fix anything for me or anyone else. It just explains their latest update. I guess noone thought to test it before sending it out right before Thanksgiving. Thanks Verizon.

rbm6666

This just happened to me today after Fios did an on air update to the box this morning. Hopefully Fios Tech people see this thread and fix the issue.

Does Verizon read these threads or do we need to contact them?

rbm6666

It is definitely NOT a remote issue.

mlf122868

Ditto here, QIP-7232 P2 CH + /- and Mute buttons stopped working about 8pm today. Very odd and frustrating.

dexman

An update was pushed (by Motorola?) to some model STBs that is causing problems. Verizon is aware of the situation.

Symar

I just got off the phone with Verizon Tech support. The problem with the CH+ and CH- not working is being worked on by Verizon.

It is a problem affecting NY and NJ. Verizon told me to be patient and the problem should be fixed by 11/25/2023.

TiredofFees

11/25 Really? I can’t believe they did this upgrade during a major holiday week!

cha610

Not in either NY or NJ..

And agree timing for update is bad.

Been a customer for a long time. Why the need to update anything (favorites, flip, whatever) that affects remote?

Read on another thread that someone with Channel problem was told to they need new STBs.

Engineer659

Yep.. I’m in N.J. Right after they ran the system wide EAS( emergency alert system) I lost the channel control on all my boxes.. there is a major bug in the EAS. System. I’m a broadcast engineer. And there is an FCC mandated change I. The system.that the programmers are having problems with. My bet.this was a result of the firmware update.that is not ready. I bring this up because. Durning a national emergency they want you to be locked onto the channel to get the messages. That you cannot change. Hence it stopped allowing you to change it.. sorry another way for the government to control Content…. Holiday weekend.I wish them luck fixing it by the 25th. Easy fix just go back to the previous firmware version , but that’s too easy..no common sense.

Chanel44

We are in Virginia and having the same issue, p265 remotes not changing Channels. Did all the things everyone else did. New batteries, rebooted Boxes, reprogrammed remotes, nothing worked on all the Remotes to get the Channel +/- to work. Terrible time for an update!

Fashionista1

Same thing happened to me and someone else i know. Both in PA. Tried everything and now the vol. button does not work either. I am so irritated, that they make upgrades without any notice.

gregmoran

Thanks for thebupdate

lbrownwitt

This was caused by an update to the STB software that was incorrectly coded/tested and pushed without consumer approval to their STBs.

Not all STBs have been impacted yet.

The CH+/CH- key still is functional and being recognized by the STB (blinks).

You can validate this by switching to GUIDE and using the CH+/CH- key to scroll by pages.

The Favorites have also been reset.

Hopefully, this was simple incompetence without intentional malice.

The fix could be immediately developed and needs to be re-pushed to avoid a class action predicament.

techmavin

I called customer support. After a 2 hour wait I got someone who pushed an update and the problem was fixed.

joec4242

Mine seems to be working again. The DVR is working, but I had to unplug the power cord on the other STB to force a reload of software. This is in NY metro area, 11/22/2023 10:30am.

kaxmm6160

It has been FIXED. Hallelujah!!!!!!!

TLHINMECH

Ch+/- is now working again. Also, my Favorites have re-appeared. While it is unfortunate that this happened I'm happy that they were able to resolve this so quickly. So good job fixing this. I'm sure there are some Motorola and Verizon folks that didn't get much sleep last night.

Chanel44

Our remotes all seem to be working properly now with the Channel Button +/-

On a side note, who authorizes these updates before a 4-5 day major holiday weekend with 4 days of Football? Seriously, someone needs to think this through next time. I'm glad they corrected the issue.

Engineer659

Yesterday worked a 20 hour day.

This morning. Everything was back to normal

AMEN

Wishing everyone a safe and healthy Happy Thanksgiving..