No Data Connectivity on STB?

[electronicnewb]

Alright, so this issue has been long overdue, this problem started ever since I received my service for FiOS TV and Internet approximately 18 or so months ago, I just never got around to it because it wasn't an urgent problem.

TV guide on the STB doesn't work. When I press the FiOS TV button on my remote, the popup on the TV shows "Program Information Not Available." When I go to Menu and select Message Center and hit OK, it says "Data currently not available. Please try again later."

In the initial set up, the tech guy was trying to fix it and said he couldn't and told me to call back the next day because it was getting late, I just never followed up.

I'm not sure if this helps, but this is the wiring diagram for my apartment: http://imgur.com/zL1HC1o

[CRobGauth]

Something on your drawing doesn't make sense.

You have coax coming from ONT to splitter.

You also show coax coming from cloud you call outside. Is that just an error in drawing?

So you get nothing on HD STB when you hit guide? Yet you can tune to channels?

[electronicnewb]

You can ignore the coax that comes from outside and going to the bedroom. I'm not sure if it's actually called an ONT, but the coax in the box says "moca/video out" which gets put into a splitter so that it can output to the STB in the living room and master bedroom. (Forgot to include an STB drawing in the living room).

[lasagna]

Let's focus on the STB in the Master Bedroom where the router is located.    What model router do you have?   Can you provide a list of which lights are lit and their color on the front?

Do you know how to login to administration page of the router?  If so, we're going to want to look at some settings there.   It sounds almost as if the local LAN MoCA is not configured or not set to bridge on the LAN side of the network (this is needed to allow the guide data to be downloaded and should be the default configuration on the router).

Have you ever performed a factory reset on the router since it was installed?  This will potentially screw up any WiFi configuraiton, but might be something we need to do.

Also, in a house or apartment?  

And ... is that coax shown from "outside" truly NOT there or at least completely disconnected?  We don't want it connected to another cable company's network as you'll have some weird signal leakage and other conflicts we don't want. 

[electronicnewb]

I have the Actiontec MI424WR-GEN3I. Power, WAN Coax, Internet, LAN Ethernet 1, LAN Coax, and Wireless are all lit and green. Internet, Lan Ethernet 1 and Wireless are flashing.

Yes, I know how to login to the admin page.

I've performed a factory reset a few times in the page.

Apartment.

The Coax is non-functional, I just figured that I'd include it as a wiring diagram. The bedroom is using a TV antenna.

[lasagna]

OK  ... can you login to the router and click on the "My Network" page and tell me what devices you see?  We're looking to see if the STB's are being seen.

Next, on the My Network screen, click on the Network Connections setting and describe or post what you see.  Click on Advanced at the bottom of the screen and again post what you see.   Lastly, if you see a "Home/Office" network, click on it and post the settings.  With the exception of the MAC addresses and maybe some device names (feel free to blur it), there shouldn't be any sensitive information you can't post publicly. 

[electronicnewb]

[electronicnewb]

Is it possible that the router is defective?

[lasagna]

This all looks right.  I don't think it's a defective router since the provisioning is via Coax in the first place -- thus the MoCA interface is live and it would appear that the local side is mapped.

Can you click into the Ethernet/Coax section and post what you see including any advanced settings which may be available?  Same for the Home/Office window -- click the settings button and post what you see.

What STB mmodel do you have?  I want to see if there are any diagnostics we can check to make sure we have a data path to the internet. 

[electronicnewb]

I previously had a HD QIP6xxx series, now I have the HD QIP71001. I know there's a diagnostic page when the STB gets booted up, but I can never stay in there long enough to scroll through the options, it just kicks me out and starts displaying channels.

[tns2]

Note that bad splitters, particularly ones that don't allow two way communication can cause this.  Otherwise its most likely a bad STB box.  Obviously getting the STB to show its network diagnostics would help confirm the problem.

[TomH121]

I have all of your equipment .See diagram att.

My current Router  firmware version is 40.21.24

Staus OK..No new versions available.

All my Tv guides working OK on both STB's

I checked my router screens against the ones you posted and basically they match.

[electronicnewb]

My router firmware version is also 40.21.24.

I assume my splitters are working and bidirectional, it was provided by Verizon.

I bought some coax cable and a new bidirectional splitter off of Amazon and I'll check to see if that's the issue.

[electronicnewb]

So.... I connected a coax from the ONT to a splitter, then directly to the router and the STB. No go.

TV guide still isn't working and any other data connection required feature on the STB (Message Center, Pay per view stuff, On demand, Widgets, etc).

Is it possible that the issue is on Verizon's end? Whenever I contact customer support, they keep telling me it's a bad STB... (This is my third replacement...)

[tns2]

Your internet connections is working?  If so its really not likely to be something outside your home.  Anything else connected to your COAX wiring other than TV's, your STB's, and the router?   E.g and tv antenna amp.   THE ONE odd thing I heard is that your STB Network screen will not come up.

Sounds like you went through most of the things that can go worng.  The STB, router, ont and the wiring between them. 

[electronicnewb]

Yep, my internet connection has been working for the past 18 months. There's definitely nothing else in my coax wiring, I've connected the ONT coax output to a splitter, then the splitter to the STB and router. I just haven't gotten around to trying to get it fixed because it's not really a major issue, but it would be a nice thing to have, especially ordering pay per view stuff.

Is there a way to directly connect the STB to my router to force network connection onto the STB?

[tns2]

The standard ethernet connector is not active on any STB except the Arris  IP1100.  They all use MOCA, and even the IP1100 can.  For that reason the coax must be connected between the router, and all the STB's and any splitters and barrels must be two way and preferably at least pass 2000 kHz. 
Note the path that is not working is the STB, through the coax wiring to the router.

I don't know if you ever posted your STB model and the Software level it is running.  I don't think you can get software updates if the MOCA connection is not working.

[CRobGauth]

OP said it is a 7100.

Does VOD work?

Maybe try a factory reset of router to see if config got messed up somehow?

[electronicnewb]

I've tried factory reset at least twice and it was a hassle setting up the port forwarding and wi-fi and stuff, so I'd like to avoid doing it a third time. I'm not sure what VOD is, is it video on demand? If so, no it doesn't.

Here's the status of the STB and router: http://imgur.com/a/5SVVU

I'm not sure how to check the software version it's running, but here's the System Information page of the STB: http://imgur.com/SVa0NzZ (Not sure if unit address is considered private information, like MAC address)

Here's a video of the issue I'm having: https://www.youtube.com/watch?v=cHSN1W2A0mo

These are the splitters that I've tried:

https://www.amazon.com/Verizon-Splitter-PDI-2WWB-2-0-3-5dB-Screw

https://www.amazon.com/Gigahertz-Low-Loss-Splitters-Satellite-MKII/

https://www.amazon.com/gp/product/B0113JAN8K/

[tns2]

I'll make the assumption you did a test WITHOUT changing any router settings after a factory "reset".  Verizon does need to set certain rules in order for the STB to work correctly.

Very interesting that you have a OLD Motorola box that has been relabeled as ARRIS.  I believe they stopped making the 7100 p1 well before that Motorola division was sold to ARRIS.

Would help to set the networks settings page on the box and the software level.  I believe they are both off Menu, Settings, System information and then the info button for network.

[TomH121]

As a reference here is my info

QIP 7100-P1

Release  1.10

Build 22.28

Data Obj.Ver. 32.28

VHO ID  3307

Have all Guide Info working.