***Massive outage per Verizon
spacedebris
Master - Level 2

I was just speaking to a friend who is with Verizon Tech support. He says that they are having a massive issue with the Programing guide on the STB's at this time. It is nation wide. They are saying that the symptoms are boxes that will not load the guide. Boxes that are unresponsive and will not change channels and boxes that have a black square on the screen, and others that keep rebooting themselves constantly.

He warned to not reboot the STB, this will only make things worse. He said the only thing to do is wait. They cannot send any messages to the boxes and anything you do will just make it worse at this time. Just wait it out is the only thing to do at this time. This is a nation wide situation.

Re: ***Massive outage per Verizon
CharlesH
Specialist - Level 1

There is a outage at this regarding DVR's nationwide.

There is no need to call into verizon at this time.

I will update this thread when I receive an update!

Thanks!

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Re: ***Massive outage per Verizon
downfall21
Enthusiast - Level 2

Yeah I have that issue here. I lost audio on all channels on my DVR. But if I use on demand or dvr pre recorded shows they have audio.

I called verizon and the automated system rebooted my box. And it kept rebooting over and over. 

When it came back up I still have no audio or programming guide.

The weird thing is this audio issue is only affecting my DVR, My regular stb's are just missing the guide data.

They said it may take until tomorrow to get it all fixed.  Also they said some users can't log into verizon.net

So something got really screwed up.

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Re: ***Massive outage per Verizon
Justin46
Legend

I guess I am lucky today. My DVR is working just fine so far, it says it has 10 days of guide data so I am hoping it doesn't need to go try to get an update and get itself screwed up.

__________________________________
Justin
Verizon FiOS TV, Internet, and phone
QIP6416, IMG 1.6.2, Build 08.58
Keller, TX 76248

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Re: ***Massive outage per Verizon
Dennisv21
Enthusiast - Level 2

I was told by tech support (via telephone) that FiOS TV won't be back until 10:30 p.m. eastern tonight.

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Re: ***Massive outage per Verizon
Rick5472
Contributor - Level 2

I received the same info that the guide would not be available until 10:30 PM EDT.  After being on the line for ~30 minutes, I was also told that some scheduled recordings may not record correctly if the guide is ooc.  the tech told me that if you could record by pressing the record button, it may not be a problem as well.  Sounds like they don't know the scoop and didn't want to take any chances at giving out the info.

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Re: ***Massive outage per Verizon
LizJ
Enthusiast - Level 3

Well, my teenagers called me right before lunchtime (Friday the 17th) and just rebooting of a box didn't work.

Unplugging the DVR, reseting the router, then plugging the DVR back in again appeared to bring back the guide on all boxes.

I guess it's still working, because I haven't gotten a call again. They've likely had at least one TV on tracking the thunderstorms.

 I think posting information on these outages via the forums is a GREAT idea. It's nice to have some way to get this information. It would also be nice if there was an option on the phone support line to hear updates anytime there is a significant system problem. It's difficult enough to find a way to get a live person; having an option to hear the updates would get people off Verizon's support lines more quickly.

A few weeks ago we had contractors for Verizon working in our neighborhood (laying cable, although FIOS cable was already there), and I had to reset the router several times during the week. Tech support disagreed that it was due to the contractors, but I don't think it was a coincidence. I don't think I've had to reset anything since then, till today.

Message Edited by LizJ on 07-17-2009 12:04 PM
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Re: ***Massive outage per Verizon
FIOSSCHMIOS
Enthusiast - Level 1

LizJ I think you're right. I reset my router and my DVR and the guide and audio are back as of 2 PM Pacific time (Seattle area).

If you haven't tried this combo yet give it a whirl....

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Re: ***Massive outage per Verizon
CharlesH
Specialist - Level 1

LizJ wrote:

Well, my teenagers called me right before lunchtime (Friday the 17th) and just rebooting of a box didn't work.

Unplugging the DVR, reseting the router, then plugging the DVR back in again appeared to bring back the guide on all boxes.

I guess it's still working, because I haven't gotten a call again. They've likely had at least one TV on tracking the thunderstorms.

 I think posting information on these outages via the forums is a GREAT idea. It's nice to have some way to get this information. It would also be nice if there was an option on the phone support line to hear updates anytime there is a significant system problem. It's difficult enough to find a way to get a live person; having an option to hear the updates would get people off Verizon's support lines more quickly.

A few weeks ago we had contractors for Verizon working in our neighborhood (laying cable, although FIOS cable was already there), and I had to reset the router several times during the week. Tech support disagreed that it was due to the contractors, but I don't think it was a coincidence. I don't think I've had to reset anything since then, till today.

Message Edited by LizJ on 07-17-2009 12:04 PM

Thanks for the input. This is something we have been discussing. 

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Re: ***Massive outage per Verizon
matcarl
Master - Level 1
Charles, thanks for keeping us updated!!
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