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Problem connecting to Widgets and VOD

Sonaki
Newbie
โ€Ž04-11-2010 09:51 PM

Hi,

I'm having problems connecting to On demand videos or widgets from my FIOS TV set top box. It was working fine until it stopped working from today.

I tried calling verizon tech support, but I finally gave up after being transferred every time i speak to some one and wait 30 - 45 mts.

Finally figured out no point in calling them, by far the worst customer service I have ever encountered. Anyway that is a different topic.

I tried running some stats using the in home agent and this is what it is showing.

RF Connection:

OOB S/N ratio: 24db

Cable Connectivity: Successful

Network Connection:

LAN: <displays valid IP Address>

WAN: FAILED

Gateway: Successful

DNS: Successful

EPG Server: FAILED

Widget Server: FAILED

I have reset both the Router and Set top box multiple times, but no use. Has anyone faced similar issues? Any help will be great..

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jumpin68ny
Master - Level 2
โ€Ž04-12-2010 08:30 AM

The problem you have is with your Internet connection and shown by WAN: FAILED.  The STB can see the router but not the Internet.  Something is wrong.  

Did you send this note from home (location of your STB) or someplace else.

You may want to reset the router to factor defaults.  

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Ihatechrisbrown
Newbie
โ€Ž04-20-2024 08:28 AM

I have the same problem , no help from vzw. Did you ever resolve the issue? What was the fix? Thank you 

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clem21
Community Leader
Community Leader
In response to Ihatechrisbrown
โ€Ž04-21-2024 07:59 AM
@Ihatechrisbrown wrote:

I have the same problem , no help from vzw. Did you ever resolve the issue? What was the fix? Thank you 

If you also show a WAN error, your box is not connecting to the internet as it should be. That means there is a problem with either the coax network going to the box, or a problem with the router or ONT. If you have internet service working throughout the house, that points to the coax network having an issue. Check ALL coax connections by unscrewing them and screwing back in. Check all the splitters and make sure they are MoCa 2.0 certified or above. You could also just replace them to be sure. Then powercycle the entire system and run the system diagnostics again. Start here:

Main Menu > Customer Support > Top Support Tools > Fix FiOS TV Issues

Main Menu > Customer Support > Top Support Tools>Network Diagnostics

Then check here and make sure the connection from the router to the VMS box is good:

Main Menu > Customer Support > Top Support Tools > Connected Device Status

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