Keep Getting "currently unavailable" even after resets

[carlpro]

What's the deal here. I'm watching a channel, then in about 5 to 10 seconds I get a blank screen with the words "currently unavailable". 

I then go down two channels, and then back to the original change, and the same thing happens again. 

Other channels are doing the same thing (not all).  Typically happens in the 50 to 200 channel range. 

I've called support two times now. First time they cleared the box remotely, which worked for a day or so.

The second time I called, they reset the box remotely, which worked for a few days, but now the "service unavailable" is back. 

When I was with COMCAST cable, this never happen. Sigh...

Suggestions?

[Carmine]

I get the same messages.  I just upgraded my two standard STBs with HD STBs, every channel worked for one day and now I get "currently unavailable."  I have reset all three of my boxes, and still nothing.  I have had this problem for several months.  I called tech support back in April about this and the person was supposed to call me back, I am still waiting for that person to call me back.

[TechGuy]

To all users of the Fios DVR box model 7216: FIOS will be rolling out a Firmware Upgrade in Mid Feb to fix the "Currently Unavailable" issue.  The problem arises when changing channels while surfing.  Picture persists for 8 seconds then screen goes black and the "Currently Unavailable" message appears.  The issue is well know by FIOS engineers and finds its root cause in the dual tuners trying to simultaneously access the same channel.  It will never occur when one tuner is locked to a channel while recording when the other tuner is surfing the channel guide.

[SamRay]

We got our service in mid February and now it is nearly the end of March and we get the problem nearly every day; maybe it is a different problem with the similar symptoms.

[elizar]

This is a known issue with the 72xx series of DVR's and the 1.6.0 version of firmware. If you unplug the box --for a few minutes-- it typically clears things up for a couple of days. The only real solution is to have Verizon replace your DVR with the older 6xxx series. I co-worker of mine had 5 or 6 techs vists to the house before one finally replaced the DVR.

[Whalermike]

When does Verizon plan on fixing the firmware, or how do I get one of the older boxes?

-Mike

[juice421]

Who knows when Verizon will fix it.  Call billing and ask them to send you the 6416 box and make sure they ONLY send you THAT model!

[Keyboards]

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@juice421 wrote:
Who knows when Verizon will fix it.  Call billing and ask them to send you the 6416 box and make sure they ONLY send you THAT model!

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The problem is that they (billing) can't control what series box you get, only request a new box be sent.  There have been threads of people wanting the 7216, being promised that they would receive one only to find they got another 6416. In other words if all they have in the warehouse is 7216's, then that's what you will get/   And of course then the billing nightmare begins - so be careful if you try this route.

[retiredme]

This is a recurring problem likely attributed to the dreaded HDMI handshake issue. You don't mention your rig's setup, but if it is via HDMI sometimes switching to component (red,green,blue) cables helps at little to no loss of signal quality. This would help temporarily until a fix arrives. Also, it seems some TV manufacturer models are more susceptible - I have had trouble with Samsung and even Sony.

[Patti]

The 6416 HD DVR boxes also have a problem since the new 1.6 update. The SD pictures are not near the quality they were b4 this update. The pictures are clearer and crisper on my older tv's with plain SD boxes than on my Sony 1080p HD now.  If you watch a lot of SD channels you might want to think before you change boxes. I live in FL and I do not find the SD channels unwatchable just very disappointing, but some people in other regions say they are in their areas. See the thread  UPDATE 1.6 More Issues than Fixes. for more opinions on 1.6 and the older 6416 hd dvr boxes.

[carlpro · Accepted solution]

Verizon support called me back. The support person metion that it was an "outage" in my area, which has been fixed.  I've not received a "currently unavailable" for a few days now. So the problem seems to be fixed. 

Note I have the latest version box / firmware, so I don't think that was the problem (although it might of been in past versions). 

A big THANK-YOU to Verizon for getting back to me and for fixing the issue! 

[chris77]

Good lucnk with this because it will happen again.  Mine has been doing the samething, they told me it was a power outage and it got fixed, however, it happen again yesterday.  And this time it took my internet service down and my home phone. Anyone calling in goes right to voice mail and you don't even hear the phone ring.  They are sending a tech out this evening. What was really bad is I'm taking online courses through Strayer and when submitting the homework the internet went down before I could submit it.

I"m not happy.

[zbonugli]

I feel your pain. This problem is not affecting my internet (thankfully), but it's unacceptable when my HD channels go blank several times per day.

I will be calling VZ first thing monday to demand a credit until this is resolved. Sometimes my box even crashes and restarts itself when the problem occurs.

If customer service is unable to help me, I will switch to Dish. Don't like paying big $ for crappy service.