PA / NY MISSING CHANNELS / NOT SUBSCRIBED
Shamika_VZ
Contributor - Level 3
We apologize for any inconveniences this has caused.

Please try the below solution if you are still having trouble.

Press Menu >> Customer Support >> In Home Agent >> STB/DVR Auto Correct

Select "all" Set Top Boxes by pressing 1 or select the Set Top Box that is having the issue.

Press the right arrow button for NEXT and the right arrow button again to start the process.


Shamika_Vz
Verizon Support


Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or Plan.


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17 Replies
beyond2k1
Enthusiast - Level 1

That sounds all good but mine just hangs on "Loading". Time Warner here I come.

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jmbird
Newbie

Mine finally loads, but then says Service Unavilable!

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lasagna
Community Leader
Community Leader

Perisistence is key here folks ... it takes up t about 10 minutes after the loading screen starts display before the process completes and even then it doesn't always work the first time.   Try again ... and again ... if necessary.   It took one of my boxes four or five times before it succeeded).

You can also use the online support portal -- under Support and the TV and then select Quick Fix for STB.   It'll present the same information on your STB's and let you select which one to fix.   Sometimes this works with the on-box menu fails.

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bd177q
Enthusiast - Level 2

What is the procedure for a cablecard in a Tivo? The fixes mentioned return a screen that says " no sufficient information, try again later".

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Mike_VZ
Contributor - Level 3

Hello bd177q,
Yes you can not use the In Home Agent tool in the set top box menu with cable cards. There is a In Home Agent tool you can run on a computer however at http://www.verizon.com/inhomeagent. If you are unable to use the program I have sent you a private message to reset them remotely.

Thank you,

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bd177q
Enthusiast - Level 2

I downloaded the inhome agent and the reset didn't work but the live chat through the program did ,for what it's worth:

 Chat Subject:FiOS Television (Other)
Your Question:need cablecard in my tivo reset:

A Verizon Service Representative will be with you shortly. Thank you.
22:59:33 Estimated wait time is 21 mins 20 secs. We apologize for the delay. You are next in the queue. A representative will be with you shortly.

Agent Phil has joined. (22:59:38)
Phil : Chat ID for this session is xxxxxxxxxx. (22:59:38)
Phil(22:59:43): Thank you for using Live Chat technical support, my name is Phil. I apologize for any delays in reaching an agent.

In order to pull up your account and for account verification purposes, Can I get you to confirm your complete physical address (including city and state), contact number, an email address to send you trouble shooting references, and the first and last name of the account holder please?
Phil(23:01:02): Thank you for that information. Give me a moment. I'll reset it for you
Phil(23:03:08): Sorry for the delay, its still resetting
me(23:03:25): no problem
Phil(23:06:56): Can you reboot the tivo
Phil(23:07:01): and then test it now
me(23:07:16): Yes I'll do it now
me(23:08:28): rebooting, it will take about 4 minutes.
Phil(23:09:08): No problem I will wait
me(23:14:10): Still says channel not authorized on encrypted channels.
Phil(23:14:20): darn
Phil(23:14:25): one moment let me try one more time
Phil(23:14:50): I just did the same thing to another customer and it worked
Phil(23:15:05): The server may just be slowling down
Phil(23:15:10): Give me a couple more minutes
me(23:15:47): Yes, I read on the forums where it might take multiple attempts
Phil(23:16:12): Its not that it needs multiple attempts... but that the server needs to catch up with all the requests going through it
Phil(23:16:27): In addition, I think they are about to start a global reset
me(23:17:14): I read in the paper where it was supposed to be at 9PM, 2 hrs ago 🙂
Phil(23:17:29): Yes for parts on NY
Phil(23:17:34): There are the central offices in NY
Phil(23:17:39): 1 million customers
Phil(23:17:49): So its gonna take some time
me(23:20:24): Just came on!!!
Phil(23:20:49): Awesome
Phil(23:20:54): Are there any other questions that I can help you with from Technical Support?
me(23:21:27): nope that should do it. Thanks alot!
Phil(23:21:32): Thank you for contacting FIOS technical support. Our goal is for you to be completely satisfied with the service you have received. There will be a survey once you close this chat, I hope that you can rate me a 10.
me(23:21:53): will do
Your session is now closed.
Thank you, have a nice day.

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twentzel3
Newbie

I tried the troubleshooting with using the in home agent and when it was loading all is said is "data not available at this time." I have not been able get channels since Friday 3/23.  I also have not been able to speak to someone from Verizon. Sitting on hold for over an hour...

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LeeJr1
Newbie

THis is in response to the Patriot News Penn Live Dot COm article which states:

Verizon restores FiOS service in Harrisburg area

Published: Monday, March 26, 2012, 3:41 PM     Updated: Monday, March 26, 2012, 4:11 PM

 By MONICA VON DOBENECK, The Patriot-News

What a total Lie. As of right now....9:15 pm...mine still doesnt work. I tried the fix here in the article and got the same error message as a previous poster. Their service absoulutely stinks. I have nine tv's and pay over $200 per month for their bundle.

Only a few months ago we were without TV21 and the NFL playoff games due to the **bleep** problem they had with a "contract" with the station owners. At that time I called Verizon..then CBS21 and they both blamed it on each other. I mentioned this to the service rep I talked to this afternoon and they had no "record" of that incident even though I talked to them multiple times that weekend.

How can they claim that service is restored if so many people are still without it. They originally told me the problem would be solved within 24 hrs....that was friday night. The latest I could get was tomorrow morning....yeah I bet. If I didn't pay my bill I would be without service so why isn't there any compensation. I guess they can do what they want.

Well guess what....I'm going shopping for TV/Internet/Phone/Wireless service with someone that truely has service.

BTW...My combined TV/Internet/Phone/ Wireless phone bill per month is well over $500. After being on the phone for 3 or more hrs the last few days I found out that apparently is not a customer work keeping happy.

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Ink2
Newbie

I also have a Tivo with cable cards and the Home Agent tool is useless.    I contacted Verizon live chat for help with resetting the cards, and I was informed that the outage has not been resolved.  

So what is it Verizon.  Is the there still a problem? Do I have to do something on my end to fix it? 

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jerrywright
Newbie

Been there - done that!! Tried this way a couple of times. Called tech service. Stayed on hold for a very long time everyday for the past 3 days. Finally got to speak to someone at tech services (Colin) today. Colin was pleasant and apologetic. He re-set the set top boxes and said it may take an hour before the signal can transmit through the system. It has been approximately 5 hours and nothing has changed. Still missing majority of channels. What does verizon suggest now?

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LeeJr1
Newbie

They suggest going to another provider if you want to get what you're paying for.

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Shamika_VZ
Contributor - Level 3

Thank you all for your continued patience. We know this has been a frustrating experience for you. We are continuing to work to get service back up and working to all of our customers. Using the auto-correct feature is working for many of you to resolve this issue; please use this tool and wait for the command to go through. If this is not working please let us know and we will gather your information to assist you.

Shamika_Vz
Verizon Support


Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or Plan.


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Shamika_VZ
Contributor - Level 3

Please let us know if you are still having trouble. We are here to assist.

Also,

The steps provided may take at least an hour to complete. Remember, if you are still having trouble please let us know.

Shamika_Vz
Verizon Support

Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or Plan.

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sawyer12054
Newbie

well it still doesnt work...I've tried every **bleep** suggestion from everyone. Good luck trying to call the techs....I have not gottne through..

Its been since friday and its tuesday now...who works for verizon? I mean that literally. In this day and age verizon can't get this fixed in 4  days?

So much happier when I didn't have cable....I would have more patience if there was communication somewhere...somehow...

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sawyer12054
Newbie

Shamika....tell us how you are going to help?  really?

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sbubbb
Newbie

I am still out.  Are they going to universally fix this thing? 

I haven't tried the fixes because I've been too busy, and was hoping this would get universally fixed, and I didn't need the frustrations others are having.

How do you even do a chat support here?

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sbubbb
Newbie

I found chat support and they fixed my problem.  He had to do a special signal to my boxes because the universal fix didn't work for me and some other people.

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