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Tv Service outage

Started about 9:30pm on 6/23/2015, zip code 20136, Bristow, VA. STB rebooted, now it display a message about billing which is incorrect. Internet and phone work. Tried calling Verizon twice and get a busy/disconnect after going through automated prompts

anyone else having any issues?

Comments

Dukeblue1

Having the same issues in 22554 area. Verizon customer service not answering

WahooMike

Yep. Experiencing same thing in NoVa. Went out at 9:30.

bluezapfel1

Glad to know it's not just me..

Headzup22

Having same issue in 22407. Started at 9:30 same message.

Wallaces81

Any luck with anyone yet? We're out in 22408 F'burg

kathyandemma

Same thing in Vienna. I call and then they say they are going to transfer me and I get disconnected.

nosnow2015

Outage in NW DC as well. Verizon is absolutely the biggest piece of **** there is.

hamiv

45 minutes and still on hold. 22207. same 11010 error message.

IrishPete

Same issue in Manassas.

Redbird62

Out in 22401 in Fredericksburg. Same error message "disconnected possibly due to billing issues" - bill is paid so no that is NOT the issue Verizon! FIX IT ALREADY!!!

S-dub

Yep I am out in 22408 as well with the same exact problem. Hope I am not missing anything exciting during the Nats game

jbrown0080

Same thing happening to us in nokesville. I have been on hold with verizon for 40 mins.

13466

Same in Northern Virginia. Has anyone waited long enough to get through to an agent? If yes, any info to share? Since this appears to be a system wide glitch, I hope it is a system wide fix

Tripod2000

Same issue in 20165. Waiting for Support Chat to begin for 30 minutes so far...

piercew3

Same here. Been on hold for over 45 minutes and live chat says 1 hour and 11 minute wait.

nosnow2015

I was watching the O's. Old-school cable never had these problems or, if there was an outage, it was easy to ascertain that was the case. OK, after storms, accidents happen. But I had to go to this chat area to verify it was a widespread service outage.

I despise modern "interconnectivity."

vgella

I am having same issue at zip code 20110 City of Manassas around 9:30PM.
I tried calling Verizon with no luck. Keep getting a busy out dial tone.

13466

At the very least, VZ should be able to say "the service is down" instead of "you have been disconnected due to billing issues"

Justeen

I have the same problem. When I call I get through the prompts and it says I'll be sent to someone that can help but the line goes blank, no hold music or anything, beeps and then disconnects me. I tried the fios app to troubleshoot as well, but it scans for problems for a few minutes, tells me it can't find anything wrong, and asks me to contact verizon for more help.
I only had it installed last Tuesday and I'm not due to pay them anything until mid July.

boostedwrex05

having the same issue here in 22407. customer service isn't answering and have server error 11010 on the screen.

Verizonnohelp1

same here at 22407. No customer support or online help. Pretty sure they want reimburse for the outage.

deefltchr1

Exact same here-22408 😞

EpicHokie

Same thing here in 22407 have the speaker phone on and waiting for India to pick up... On the bright side at least the FIOs Internet is still working!

UnionYes

Same thing happened here and it is still happening in Arlington VA, 22209, some 45 minutes later.

I really enjoyed how their default assumption when something goes wrong is to suggest that I didn't pay my bill. Their company motto should just be "Where the Customer is Assumed Wrong Until Proven Otherwise."

This is the same phone company that can't keep their own phone line working!! That's all you need to know right there.

I don't suppose there will be any effort to provide recompense for our troubles? Maybe throw in the Game Show Network or BBC America as a way to say "Thanks for continuing to tolerate our failure of a company"? I pay a $100 a month so I'd think letting me watch ancient episodes of Family Feud wouldn't be too big of a deal, but don't worry---I'm not holding my breath.

Someone needs to Uber this company, and fast.

Breckon

Same issue here in Sterling VA zip 20164 verizon code# 11010 Video Media Server error.

Cannot get through with chat or phone to verizon.

Nasbry

I had this same issue in Olde Town Manassas. Cannot get any answers from verizon... becasue I cannot get a HUMAN

supercrunch

Just got off the phone with Verizon. It's a quantum issue...which explains why my neighbor never lost service. The guy said that they have to send a signal to the box individually to fix it. At the time of my call, there were 25,000 boxes ahead of ours. They're working through the queue, but if you call they can bump you up in the queue. Our service was restored while on the phone.

bonesteelm

Northwest DC here.

Came home around 10 p.m. to find this same message. Same deal as everyone else: Bill paid, cable not working with 11010 error code, phone and Internet working. Called and immediately got connected to someone (a miracle, based on reports from everyone else). The spent 30 minutes dithering around -- woman I talked to said they're still trying to figure out if it's an outage -- and before I could get off the phone with them my cable was back.

She ended up finally admitting that they're having an outage in the area. Have no clue how my cable was returned to me. I don't think she really knew how it got fixed, either.

noidea20164

same here in 20164 (sterling) spent 60 minutes on the phone and gave up assumed no one would ever answer the phone.

BWSterling

Looks like none of us paid their bills. Same thing here in Sterling. I guess the storm got something (or that is what we will be told).

bonesteelm

Oh, and I have Quantum.

Kevinh1ca1

The same happend to me in Stafford, VA. I check the website, no outage notification. A message on the screen says possibly due to a billing issue. I havebeen with them less than a month. It;s not the outage that bothers me. It's the lack of notification and the ridiculous message on the TV screen. WHen I called to ask, I was on hold for over 40 minutes. When I get someone, they go through ten minutes of troubleshooting to determine if I am affected by an outage that may be in my area. When I tell them they have poor communication processes, they just say they are sorry. WHen I talk to a supervisor, more of the same. How pathetic. I am over the two week cancellation period and would cancel tomorrow if I could.

Tripod2000

Finally got through via a chat session. Was told "There is a possible outage on Verizon FIOS TV services due to Storm wherein more number of the customers are reporting the same issue. The issue is under observation and Verizon is keeping a track of this. Soon the service will be up and running. We appreciate your time and patience. The estimated restore time is 24 hours. However, you may check the status of the issue after every four hours or so as our Engineers are looking to fix the issue soon."

Not thrilled with the answer, but it's better than being told it's a billing issue.

Headhunter06

I got the same answer, but 24-48 hours for a fix. Inconvienient, but I know they are working hard to resolve what is a massive issue. Possibly storm related here in the greater WDC area.

Stupidly for me, when this first popped up, I rebooted my router. When that didn't work, I rebooted the ONT. That, unfortunately, killed my internet service which was working fine. Luckily VZ Tech answered the call and a nice lady helped remotely reboot my ONT. Internet restored, and I am a happy camper. Thank you VZ Tech Support for saving a fool from himself.

bbgood2me

Same issue at zip code 22201. Been on hold with Verizon for 38 minutes.

drsegs

service out in 22401

anyone else in area out

kes1005

Been on hold with Verizon for over an hour. They did admit there was a service problem. I have been troubleshooting for over 20 minutes now. I believe a credit is in order! No apology no nothing!! This is ridiculous!

RobWDC1

Same thing in 20016. Error 11010, billing is up to date, and was on hold for an hour. I'm off to bed and if this isn't fixed by morning they can issue me a credit.

IrishPete

Still out at 4;54 this morning. Stellar job Verizon!

twingrls1

Same here in 22407. Went out last night and still out this morning.

GirlyMac

Out here in Stafford, 22556. Out at 2130 on the 23rd and still out at 0630 on the 24th. 60+ mins of hold time.

Does this happen often? I can still cancel, only had it a week.

Thanks!

13466

I can't get through to an agent but got a quick response on twitter. They say it is a system wide outage, that they are looking to resolve it by 10:30PM tonight, and that there is nothing that can be done to resolve it before then on an individual basis even if someone waits on hold. Seems inconsistent with what people are experiencing here but I thought I would pass it along.

bluezapfel1

Thanks for the update. It's so nice someone from Verizon doesn't monitor these "Verizon" support forums & provide an official update to what appears to be a huge outage

@13466 wrote:
I can't get through to an agent but got a quick response on twitter. They say it is a system wide outage, that they are looking to resolve it by 10:30PM tonight, and that there is nothing that can be done to resolve it before then on an individual basis even if someone waits on hold. Seems inconsistent with what people are experiencing here but I thought I would pass it along.

bonesteelm

Welp, my FiOS Quantum TV had returned when I went to bed last night around 11 p.m. EDT, but now my wife tells me the same 11010 error code is back this morning. Great.

kibrahimi

Does anyone know when it will be back up? I live in northern VA and it's been down since 8/9 PM EST.

johnjk1

Verizon sent an FIOS update last night (9:30 PM) that took down FIOS service in the Washington DC area. Service will not be restore until, at least, 10:30 AM. That will be a 13 hour outage of TV service for DC. The outage seems to be the DC area. Apparently Verizon finds it easier to test changes with the community rather than internally. I managed to get a temporary fix this morning but Verizon sent another update that nullified that and will not provide it again

SteakGlutton

Same in Bristow, 20136. After getting no answer from VZ phone support I was able to fix my service by unplugging all set top boxes, then only plugging in my main box. I used the 'my fios' app and in the 'support' menu I chose 'fix set top box' and ran through the screens/tests. My main box rebooted during one of the tests and service was restored.

kwid

Having the same issue in Arlington, 22201 since 9:30pm last night. Been on chat hold for 15 minutes, says its another 40 minute wait and on the phone for 10 minutes already. Tried twice last night to get through and they disconnected after I went through the prompts.

kwid

This is what the chat said after 30 minutes:

"Currently due to some technical glitch many customers are facing the same issue. Verizon is aware of this and our engineers are already working on this issue. We are doing our best to fix this as soon as possible so that all our customers can access this again. At this point of time, we do not have ETA however we are working hard to fix it as soon as possible. Please be assured that there is no issue with your account. It's absolutely fine. It's just because of some network error at our end you are not able to access it."

But I stayed on the phone for 20-30 minutes, finally got someone and they fixed it. TV is back up for me.

CRobGauth

@johnjk wrote:
Verizon sent an FIOS update last night (9:30 PM) that took down FIOS service in the Washington DC area. Service will not be restore until, at least, 10:30 AM. That will be a 13 hour outage of TV service for DC. The outage seems to be the DC area. Apparently Verizon finds it easier to test changes with the community rather than internally. I managed to get a temporary fix this morning but Verizon sent another update that nullified that and will not provide it again

Just a note, Verizon has rolled this upgrade out to a lot of other folks without an issue. So it is not testing.

I live in Anne Arundel County.

Got the software upgrade Mon am and haven't had a probelm since.

Doesn't help your outage, just want to pass along that you weren't the first of the rollout.

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