- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
A number of channels will not allow us to watch live tv through the Fios TV app. Several channels have the following error message: “This channel is only available to watch live when connected to your Fios Wi-Fi router”. We are at home on our home network. Channels with this problem include CBS, WETA, Telemundo, MPT, WGN, ABC.
Help would be appreciated. Tech support chat through Twitter claims streaming live tv is only available with enhanced DVR service. We don’t think this is correct.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Is there any chance that a promotion or special package that you had before expired? It’s weird that the message changed. You might see if that triggers something with support and they can help figure out the problem based on that error message.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
I've had the same Triple Play Fios package for 6 years, with no changes.
Perhaps it's time for ME to make a change... like cancelling Fios and going with another provider who has better mobile device support.
I'll take your advice, however, and make one more attempt with the Fios TV app folks telling them of this latest development. Might take a while to post what happens, as they don't seem to respond for 2 or 3 days.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
What channel and what package do you have?
One possibility is that recent contract changes with content provider has changed app access.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Hopefully, maybe some good news for you, mima.
I noticed today that the FiOS TV app has been updated. And it looks like it’s more than just a little update. So maybe this will fix your issues. I really hope so. Check it out!
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Hi all...for what it's worth, I had this problem and might have finally fixed it today.
I just upgraded my Triple Play service from 75/75 to Gigabit to capture a promotion. In doing so, I got the "out-of-home" error constantly. I figured it was because I don't use the Quantum G1100 router's built-in WiFi...I keep that in the basement, and I use a wired Ethernet connection up to a different WiFi access point as the bridge to the internet.
So today, I did two things:
- Changed the WiFi network names in my Quantum router to match the other access point's network name (on both 2.4GHz and 5 GHz bands). Left them deactivated. In and of itself, this didn't solve my problem.
- Then within the FiOS TV app (most recent iOS, iPhone 6s Plus), I went to the Settings menu (gear icon, upper left), then Devices. I had two devices registered under my account, one from years ago and the iPhone more recently but still months ago. I Removed both devices, then re-added the iPhone. That seemed to fix the problem!!
Immediately after doing this, returning to the Guide no longer showed an "Out-of-Home" icon. Force-quitting the app and relaunching it didn't result in the "Out of Home" banner pop-up. I've successfully watched a couple different premium channels on that device, and also successfully logged in via my iPad in the app, registered the device, and watched Premium content.
Hope this helps others...
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
"...within the FiOS TV app (most recent iOS, iPhone 6s Plus), I went to the Settings menu (gear icon, upper left), then Devices. I had two devices registered under my account, one from years ago and the iPhone more recently but still months ago. I Removed both devices, then re-added the iPhone. That seemed to fix the problem!!"
Wow! That actually makes logicial sense as a fix! A great alternative thing to try if/when this "out-of-home-network" error pops up since your device isn't recognizing your network. No one ever suggested I try that... Thanks!
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
I had to uninstall and reinstall the app after fix Fios tv issues was completed and now it’s working.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
I have been getting this exact same error for two weeks. Verizon’s support is absolutely atrocious. They don’t understand their own network or train their customer service agents. Like others, I’ve wasted countless hours calling clueless customer service agents who give the runaround and just tell you to reset everything, which of course never works.
What is worse is that I opened a ticket through the app (ticket number FMS-461159), and they responded and said “I have found a backend provisioning error with your WAN IP which is causing your device to be seen as out of home. I have escalated the issue to our network team and it should be resolved soon. I will update once I hear back.” That was 5 days ago. Since then, no fix and no communication. I have even updated the ticket twice requesting a status update, and nothing. I even opened a second ticket asking them to please follow up on the first ticket. Nothing. So Verizon acknowledges their error and then ignores the customer. Typical of this bloated dysfunctional company.
I have already priced comparable Cox service and will be ordering it if this issue is not resolved asap.
Verizon is a ripoff. They don’t provide the capability you pay for, don’t attempt to fix it, and don’t credit you for the downtime. Absolutely terrible, pathetic business practices.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
That's an awful story. So sorry you're being put through that. Good to have an explanation of some specifics about the technical problem, at least in your case. But sooo frustrating that it isn't being fixed for you.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Hi dave999z,
Your issue has been escalated to a Verizon agent. Please check your Private Message Inbox for a message from Verizon_Support. You can find your Inbox by clicking on your username at the top right corner of this page. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Dave,
I’ve noticed that when things get really bad for a customer publicly, on forums or social media, Verizon tries to get you away from here into private discussion, especially when they are messing up. But I would ask you to please return here with details and let us know how things go to help others going forward with this issue.
Thanks!
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Main reason things are taken private is so that account info can be exchanged.
I agree if there is a common solution, it would be helpful to all if the result can be published.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
I have not received any private message on this forum. They updated the support ticket through the FiosTV app to simply say they're "still waiting on your wanip issue to be fixed by our network team." But they provided no ETA or any further info.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Another complete waste of about 30 minutes. The person the moderator had me "chat" with (though it was more like exchanging emails because it took her 5 min to type the next message) took forever just to verify my account, then had no clue what the issue is and no access to anyone who does. This "support" process is laughable. After first not getting a rep because they were all busy, then spending 15 min with this rep verifying the account.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
My previous post may seem truncated and nonsensical.
It has come to my attention that the terms of use for this board do not permit users to repost private communications with Verizon support.
Nor is it permitted to discuss moderators' actions such as editing posts.
As far as this current technical issue, it remains unsolved having wasted a bunch more time starting from scratch with someone who had no technical knowledge or access to anyone who does.
Status remains that Verizon identified the problem, and that it is a network issue on their end, yet six days later have not fixed it.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
OMG. Your experience on this makes my blood boil for you, Dave. And it feels like deja vu.
The customer service folks on the phone and chat are clueless on this issue, despite how recurrent it is. Plus these bureaucrasies RARELY acknowledge known defects. And that the chat person told you to get a new router even though it has nothing to do with that???!!!!! Outrageous.
Keep making noise. I think it is your (our) only recourse on this issue at this point.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Two more days gone by, and zero progress by Verizon. I keep updating the ticket through the Fios TV app begging for updates, yet no communication (and of course the problem is not fixed). And being contacted here by private message was useless. They log the complaint into a black hole and stop communicating. Verizon’s Fios TV app and tech support are a total joke.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
At this point, the only other thing I can think of for you to try, to get them to do the fix they must do on their end, is to reach out to Verizon in an alternative way. Conventional channels have ignored you.
As a journalist, I have learned from other experiences that you can sometimes penetrate a huge nonresponsive bureaucrasy by contacting regional or even national corporate headquaters directly, maybe by phone or sometimes email.
Try LinkedIn and other seaching, like on their corporte website or social media, to identify and then find ways to reach out directly to executives with real authority whose titles look relevant to public relations, media and/or customer relations. Obviously, be especially respectful and polite and stick to the facts without emotion when explaining your situation.
Again, good luck!
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Finally able to report that this functionality has been restored to the app for me. I no longer get the “out-of-home” error message when I launch the app, and I’m able to live stream all the channels that I subscribe to, and can stream recordings from my DVR even if the recording is still in progress.
You know what ultimately fixed it? Me neither. I changed nothing on my end, it just started working again, so they must have fixed the backend IP provisioning error.
That’s notwithstanding the fact that every time I called they wanted me to reboot the router and ONT, and delete and reinstall the app, which just wasted time and never worked. Even when I told them that the app support people had already identified the backend IP provisioning error and just weren’t fixing it, rather than ride app support to get it done, they tried to get me to buy a new router from them, saying that was the problem. Incompetence + racket = Fios.
I really hope I’m done with these issues now and can utilize the services I pay for. If others experience this issue, all I can say is be noisy through all channels, and don’t let them tell you it must be your router so you should buy a new one.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
So happy for you, Dave. You never should have had to go through so much for this result. Glad to be of some moral support.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Thank you, I appreciated the support!
