Set Top Box Keeps Rebooting On Its Own
dpod1184
Enthusiast - Level 1

I tried to access On Demand TV and my set top box automatically rebooted itself. And it now has been rebooting itself continuously for the past 2 hours. The tv in the bedroom did the same thing when I tried to access on demand, but then once it rebooted the TV stayed on (I haven't tried On Demand in the bed room again). Obviously it's near impossible for Verizon to respond to their customers (I have been on hold for 50 mins). Has anyone else experienced this problem? I tried physically resetting the box, but it just keeps turning off and on by itself.

29 Replies
LawrenceC
Moderator Emeritus

As this thread is now 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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dmk516
Enthusiast - Level 1

VZ updated the box connected to the house and the reboot issue got 10x worse.  TV is not watchable set reboots several times per hour. affecting TV, internet, & phone.  I, unfortunately, will have to consider new provider,  if they can't resolve this issue in my lifetime.  Customer service seems unaware of this major issue.  Tech was also required to replace my backup battery with downgraded non-rechargeable "D" battery tray.  HD tv looking better and better.

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Jimcinny
Newbie

 I am having the exact same problems. I cannot watch TV or my DVR anymore after all of the storms that we had a New York two weeks ago. Every time I turn on the set-top box, it flashes and he on the display and reboots. Really frustrating. I can watch TV on another TV with a non-DVR set top box, so know that the wires are not an issue.

Is there a fix for this, or do I just need to get a new set up DVR box and lose all of the recorded programs that I have.  I am thinking it might just be easier to switch over to optimum since they are cheaper and had no problems when I was with them. It should not be this hard to watch TV.

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CRobGauth
Community Leader
Community Leader

Try putting the problem box in place of the one that works.

If it still has te same issue, it has probably failed.

You will need to work through support to get it replaced.

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Mousy2
Newbie

I am running into this issue, I had unplugged my hdmi cord while moving things around and since it has been plugged back in my set has been rebooting every time I try and switch to it. I can get to the "click menu to watch tv" but once I click menu, no joy. I have tried a hard restart but can't get it to stop. 

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ChrisMiss
Newbie

I am having the same issue!  Moved the box from our master bedroom to the basement with no issues. Moved same box back to master bedroom and starting around 9:30 EST box resets whether just watching TV, show on DVR or trying to get messsge from menu. This started January 13th and has happened every night since!  I have been watching dvr shows on my phone!  

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CRobGauth
Community Leader
Community Leader

In you are having issues with your box, you will need to contact support.

Either 1800 Verizon or twitter @verizonsuppprt

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Mertig
Newbie

Our DVR box is now constantly rebooting as well.  After reading all of the posters saying they’ve been on hold with customer service for 45 minutes to an hour I’d like for Verizon to go ahead and elevate this to someone who can actually help and not a person who will take my complaint and put me on hold.  Box is completely unusable.  I have reset it any number of times and unplugged it and nothing works.  

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Mertig
Newbie

Called 1-800-VERIZON for giggles.  My estimated wait time was 14-21 minutes.  Been on hold for 30 so far and haven’t even talked to the person that puts people in terminal hold yet.  This is AWESOME!!!!

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CRobGauth
Community Leader
Community Leader

You can also reach them via twitter @verizonsupport

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Mertig
Newbie

On hold...49 minutes...no human, no set top DVR box...   other works fine.  No help...

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Mertig
Newbie

After 1:10 on hold, got someone to reinstall the box software remotely and the box works now.  If it nukes itself again, I’ll be back on here.

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Desertyeti98
Newbie

I have a Motorola HD DVR and the box continues to frequently restart, showing 8888 on the screen and initializing updates. 20 times it happened today, didn't matter if we watched live TV or DVR.  

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Friendly
Contributor - Level 2

We have been on hold longer then the gestation of an elephant cow, gotten as many opinions as a corrupt politician, the only things we haven't got are help or a TV BOX THAT WORKS. THE CLOSEST THING WE GOT TO POSSIBLY AN HONEST ANSWER IS VERIZON ISSUED AN UPDATE AND IT DESTROYED ALL OUR SET UP/DVR BOXES OF the ONE MODEL WE ALL HAVE. Another theory we heard a hacker took OUT THE BOXES. THERE IS NO FIXING IT.  WE HAVE BEEN GIVEN DEAD LINES THAT ARE JUST AS THEY SAY THERE ARE NONE. IT IS A DELAY TACTIC.

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Walkersara
Enthusiast - Level 1

Same thing here, replaced STB with a new one and it does the same thing. Verizon FIOS has a problem and they don't know how to fix it. Their solution is to blame it on something in your wiring or the power to the box. They don't have a clue what the issue is, but can re-set the box remotely. SAD SAD situation to have to keep dealing with this issue.

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Friendly
Contributor - Level 2

We are having the same issue we finally spoke to a live living human being after 30 minutes and we were told things should be back up and working in the NEXT 24 HOURS.

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kh-gary
Moderator Emeritus

Hi dpod1184,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and scroll down the page to an area titled "My Support Cases." You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe." Please keep all correspondence regarding your issue in the private support portal.

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dpod1184
Enthusiast - Level 1

To be honest, this is completely unacceptable. Not only was I put on hold for almost an hour with no response, but all I get in response is a boilerplate, auto-generated email directing me to a different page to input more information. Your response told me to go to the section titled "My Support Cases"; however, when I went to my profile page, THERE WAS NO MY SUPPORT CASES SECTION. So it was only after your product stopped working completely, I was put on hold for almost an hour with no response, and I posted a question in an online community that Verizon decided to respond WITH INCORRECT INFORMATION. This needs to be escalated to upper management IMMEDIATELY. 

Friendly
Contributor - Level 2

I appreciate your frustration, we haven't done much better and every time we do get some kind of excuse the completed time is even later. The LAST VERIZON CUSTOMER SERVICE REP DIDN'T EVEN KNOW THERE IS AN OUTAGE. My wife had to explain the OUTAGE PROBLEM TO THE VERIZON EMPLOYEE

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DrJT
Newbie

I'm having the exact same problem, from the exact same scenario.  I also sat on hold for 20 minutes before giving up and using the online troubleshooting to order a new DVR box.  Anyone know if you can move recorded programs from one DVR to another?  I had a lot of stuff on the old one.  I assume it's now lost.

Kudos to Verizon for a job poorly done.

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