FIOS TV Guide Not Working
Paradigm1
Enthusiast - Level 2

I have my own internet router (Nest Wifi), and a MOCA bridge (Actiontec ECB6200), and a Verizon DVR and secondary STB. 

For the past few months, everything worked great.  Today the main DVR rebooted at some point during the day and it cannot access the TV guide.  I have rebooted the ONT, my router, the MOCA bridge, and the STB a number of times with no luck.  

Does anyone have any ideas on how to troubleshoot this?

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dexman
Community Leader
Community Leader

To expand on what clem53 said, the G1100 router can be purchased online (eBay). Owning one to have around to re-enable the Channel Guide after a reset might be worth considering. 🙂

Paradigm1
Enthusiast - Level 2

Thanks for the tip on the G1100 router.

Would I be able to use that router bridged with my Nest Wifi routers to achieve TV Guide access, or would the G1100 replace the Nest Wifi router?   The Nest mesh coverage is great. 

Thanks

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clem21
MVP MVP
MVP

@Paradigm wrote:

Thanks for the tip on the G1100 router.

Would I be able to use that router bridged with my Nest Wifi routers to achieve TV Guide access, or would the G1100 replace the Nest Wifi router?   The Nest mesh coverage is great. 

Thanks


Yes, you can do a bridged setup, a lot of users do it that way.

Paradigm1
Enthusiast - Level 2

I purchased a G1100 and installed it, but I still don't have a TV guide after rebooting the ONT, router, and the STB.  Any other ideas?

Thank you

clem21
MVP MVP
MVP

@Paradigm wrote:

I purchased a G1100 and installed it, but I still don't have a TV guide after rebooting the ONT, router, and the STB.  Any other ideas?

Thank you


You need it to be the primary router, you can turn WiFi off, it HAS to have coax coming from the ONT to create the guide. It could come from a splitter, but make sure all splitters in the system are MoCa 2.0 compatible.

Paradigm1
Enthusiast - Level 2

Thanks, I didn't bridge the Nest Wifi router, I just disconnected it.

The setup is I have coax coming from the ONT, it splits and one connection is to the set top box, one is to the G1100.  The splitter is one that came from Verizon so I'm assuming it works.

The ethernet is coming from the ONT into the G1100 as well. 

I forgot to mention, but when I had the MOCA bridge installed previously, it was working fine since July and then all of a sudden it stopped updating the TV Guide and DVR.  I don't know why it just stopped suddenly. 

I rebooted the set top box and router and ONT a few times and it still wouldn't update the TV guide.   Not sure why it's doing this, it should be working. 

Thanks

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clem21
MVP MVP
MVP

@Paradigm wrote:

Thanks, I didn't bridge the Nest Wifi router, I just disconnected it.

The setup is I have coax coming from the ONT, it splits and one connection is to the set top box, one is to the G1100.  The splitter is one that came from Verizon so I'm assuming it works.

The ethernet is coming from the ONT into the G1100 as well. 

I forgot to mention, but when I had the MOCA bridge installed previously, it was working fine since July and then all of a sudden it stopped updating the TV Guide and DVR.  I don't know why it just stopped suddenly. 

I rebooted the set top box and router and ONT a few times and it still wouldn't update the TV guide.   Not sure why it's doing this, it should be working. 

Thanks


Sounds like it is hooked up correctly. Check that splitter though, it may be an older non-compliant one. Also look here and see if the network and box are detected properly: Main Menu > Customer Support > Top Support Tools > Connected Device Status. It should look something like this:

image

Also if you select the router in the diagram and hit the OK button on the remote, you'll get a troubleshooting menu for the router.

Paradigm1
Enthusiast - Level 2

Thanks for the info on the settings menu, I hadn't seen that before. 

I checked and the splitter is a new Verizon one and the label said it's MoCA compatible, so I trust it.

The router provides internet service fine, and the live TV is fine, but still no TV guide.

No errors also when I was in the settings menu on the STB also.

Any other thoughts?  I don't want to break down and rent the Verizon router from them.  I thought I had it figured out with the old MoCA bridge that was working for the past few months.

Thanks

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clem21
MVP MVP
MVP

@Paradigm wrote:

Thanks for the info on the settings menu, I hadn't seen that before. 

I checked and the splitter is a new Verizon one and the label said it's MoCA compatible, so I trust it.

The router provides internet service fine, and the live TV is fine, but still no TV guide.

No errors also when I was in the settings menu on the STB also.

Any other thoughts?  I don't want to break down and rent the Verizon router from them.  I thought I had it figured out with the old MoCA bridge that was working for the past few months.

Thanks


You could also try: Main Menu > Customer Support > My Dashboard - IPCP2>Fix Fios TV Issues and see if that helps. And you can look at: Main Menu > Settings > System Information, go to page 2 and make sure all the status checks say connected.

Paradigm1
Enthusiast - Level 2

Just an update:  I broke down and ended up renting the G3100 from Verizon,  and I still had issues with the TV guide not working.  They mailed me a new STB and that resolved the issue right away.  I might try to go back and re-install the G1100 or my original MOCA bridge when I have some time to troubleshoot this further.

I think the STB got into a weird state where it wasn't able to download any updates, and that was the root cause of the issue.

Thanks all for the help

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clem21
MVP MVP
MVP

@Paradigm wrote:

Just an update:  I broke down and ended up renting the G3100 from Verizon,  and I still had issues with the TV guide not working.  They mailed me a new STB and that resolved the issue right away.  I might try to go back and re-install the G1100 or my original MOCA bridge when I have some time to troubleshoot this further.

I think the STB got into a weird state where it wasn't able to download any updates, and that was the root cause of the issue.

Thanks all for the help


Thanks for the update!

clem21
MVP MVP
MVP

@Paradigm wrote:

Thanks for the info on the settings menu, I hadn't seen that before. 

I checked and the splitter is a new Verizon one and the label said it's MoCA compatible, so I trust it.

The router provides internet service fine, and the live TV is fine, but still no TV guide.

No errors also when I was in the settings menu on the STB also.

Any other thoughts?  I don't want to break down and rent the Verizon router from them.  I thought I had it figured out with the old MoCA bridge that was working for the past few months.

Thanks


So, at this point, you have an all Verizon setup. ONT to splitter, splitter to 1100 router coax in, ethernet from ONT to 1100 WAN in, Splitter to Fios box to TV, right? The 1100 router you bought was Fios branded not Frontier right? If it WAS Frontier it will not work on Verizon's system. I'm not exactly a network guru, you might want to PM: https://forums.verizon.com/t5/notes/composepage/note-to-user-id/310029. He's very good at network issues. The Way you had it may have been upset by a firmware update, or a network reset that needed authorization from a Fios branded router. Also check this out: https://forums.verizon.com/t5/G1100-Bridging-Guide/bd-p/g1100-bridging-guide

clem21
MVP MVP
MVP

@Paradigm wrote:

I have my own internet router (Nest Wifi), and a MOCA bridge (Actiontec ECB6200), and a Verizon DVR and secondary STB. 

For the past few months, everything worked great.  Today the main DVR rebooted at some point during the day and it cannot access the TV guide.  I have rebooted the ONT, my router, the MOCA bridge, and the STB a number of times with no luck.  

Does anyone have any ideas on how to troubleshoot this?


You might need a Verizon router to re-authorize your VMS box. if they de-authorize, you have to use a Verizon router as the primary until they get authorized. You should also check the MoCa network and make sure all  connections and splitters are good.

Paradigm1
Enthusiast - Level 2

Thanks, I checked all the connections and they are all tight. 

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