No Data Connectivity on STB?
electronicnewb
Enthusiast - Level 3

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

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1 Solution
ifnull
Enthusiast - Level 1

Tried everything here without any luck. I was just about to give up when I found a configuration page on my router (Actiontec MI424WR-GEN3I). 

SOLUTION:

  1. Go to the Broadband Connection (Ethernet/Coax) Properties page. 
    My Network > Network Connections > Broadband Connection (Ethernet/Coax) > Settings
  2. Click the buttons for "Release" and "Renew"
  3. Click "Apply"
  4. Power cycle the STB (I didn't but you should just to be safe)

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LawrenceC
Moderator Emeritus

As this thread is now over two years old, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.

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ifnull
Enthusiast - Level 1

Tried everything here without any luck. I was just about to give up when I found a configuration page on my router (Actiontec MI424WR-GEN3I). 

SOLUTION:

  1. Go to the Broadband Connection (Ethernet/Coax) Properties page. 
    My Network > Network Connections > Broadband Connection (Ethernet/Coax) > Settings
  2. Click the buttons for "Release" and "Renew"
  3. Click "Apply"
  4. Power cycle the STB (I didn't but you should just to be safe)
TomH121
Community Leader
Community Leader

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
Enthusiast - Level 3

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.

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electronicnewb
Enthusiast - Level 3

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...)

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tns2
Community Leader
Community Leader

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
Enthusiast - Level 3

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?

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tns2
Community Leader
Community Leader

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
Community Leader
Community Leader

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
Enthusiast - Level 3

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/

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Capricorn1
Community Leader
Community Leader
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)

Looking at your STB info from the screenshot above, I'm wondering why your ZIP code is not registered. FIOS operates in a number of cities and they may need that to know your ZIP code in order to know what guide info to feed you. That should have been entered as a part of the original installation.

If you would please, go back to that screen, press the info button to get the extended info and capture the (three) pages of info there.

Also, just to make sure, your ONT is a Tellabs model 612, right? I think so based on earlier information.

Capricorn1
Community Leader
Community Leader

Here's what my STB extended info looks like:

imagePress Menu, Settings, System InformationimageExtended info page 1 of 3imageExtended info page 2 of 3imageExtended info page 3 of 3imageMy ONT (a 612A)

Capricorn1
Community Leader
Community Leader

I will throw this out there, too. My first thought was this might be some sort of MoCA 1.0 vs MoCA 1.1/2.0 mismatch. My STB is a Motorola HD QIP 7100 1 is running with MoCA 1.0 supplied from a Motorola NIM 100. (My installation is old.) I don't (think I) use the MoCA feed from the ONT. I am provisioned for Ethernet from the ONT as well, which is where the NIM 100 gets it's feed.

However, others here seem to have that same STB running directly from the MoCA provided by the Tellabs ONT 612A ONT. Does anyone know if that is MoCA 1.0 or 1.1 or 2.0.  This page leads me to believe it is a 1.0 device. It says, "Successful devices are awarded MoCA certification, which allows a vendor to use the MoCA logo and claim compliance to the MoCA MAC/PHY v1.0 ratified standard." If that's the case, I could probably get rid of that NIM 100. (My old ONT, a 611, didn't have MoCA.) Maybe I am using the MoCA feed from the ONT.

electronicnewb
Enthusiast - Level 3

This is what I get when I hit the info button:

image

image

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Capricorn1
Community Leader
Community Leader

I noticed that your STB has a new release of the firmware/software than mine, but I would expect that to be a good thing. Your ONT is the same as the one I have now, except I have a wired telephone and Ethernet provisioning.


My theory is you're not getting the MoCA Ethernet service at that box. Maybe someone already suggested this and you tried it, but have you tried temporarily moving the STB next to the ONT and running a (short) cable from the ONT video/MoCA out directly into the STB? (Even bypass the grounding block; do this on a nice day. I noticed your grounding block looks a lot like this one, which is only 1GHz in bandwidth.) You'd also need some sort of HDMI-capable display to connect to the STB. That should include just about any recent-model computer monitor you have, which is lighter than lugging a 50" (or larger) TV around . (Check that it works with the STB before moving the box.)

I sort of expect this not to make a difference, but it's worth checking. What I'm trying to eliminate here is the house's coax as being the issue. Shortest distance between two points and all that.

My ONT was provisioned with MoCA disabled (note the MoCA light at the bottom in my picture). I have an (old) Motorola NIM 100 that converts Ethernet to CoAX to provide MoCA (1.0). The picture of your ONT shows MoCA enabled and green. (It would blink if there's Ethernet traffic going over it.) Yours is the "normal" setup; mine is odd/old.

electronicnewb
Enthusiast - Level 3

If I connect the ONT coax output directly to my STB, wouldn't it be unable to connect to the network? Since my router wouldn't be getting any connectivity.

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Capricorn1
Community Leader
Community Leader

Yes, for the brief period that your STB is connected, your regular Internet service would be down. I was thinking that the STB would grab your external IP address and start downloading the guide pretty much immediately (if it's going to work at all.) Essentially, it would be a device on the Internet without a firewall in front of it. Not something you'd want to leave on there long, but it should only take five minutes or so.

However, you made me think about it again, and that may or may not have issues. Verizon will only lease an IP address to a device with a different make address when the current lease expires. That could be up to three hours. Still, your STB isn't usually behind a firewall anyway, right? There's a splitter that runs the coax directly into the STB and into the router. Only your PCs are behind that. So, Verizon must give an IP address of sorts to the STB.

So maybe use a splitter to keep your router connected, but do the split as close to the ONT as you can. I'd still vote to bypass that ground block for the test, too. I'm just wondering with a short run and the house wiring not in the picture if you would have better results.

CRobGauth
Community Leader
Community Leader

Yes, you need router for internet.

And you have stated that your internet service works fine correct?

tns2
Community Leader
Community Leader

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.

electronicnewb
Enthusiast - Level 3

Yes, I did test it without changing anything because at first I thought it was my router causing the issue, so I factory reset for the first time and tested.

The box was the third replacement sent by Verizon.

After I pressed the Info button on the systems information page, a window pops up with title "Widget" and saying there's no data connectivity and etc.

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