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Router serial number (parental control My Fios App)

[apparently I previously posted this in the wrong forum]

I'm not too tech-Savi and wondering if I could get some help here.
I'm trying to access the Device&Parental Controls using the Verizon Fios App.
As soon as the app load I get the following msg:
"The router serial number does not match the router associated with the subscription."

I have also logged in using admin, and parental device option is greyed-out, so I can't enable or disable anything.
Check router number there and it is correct to what I have at home.

Any help would be totally appreciated.


Re: Router serial number (parental control My Fios App)
Super User
Super User

Is the router purchased/leased from Verizon, or was it purchased a third party (Amazon, eBay.....). If there are active FiOS STBs, they can be used to show what the S/Ns of the individual units are.  If everything matches, I would suggest contacting Verizon Customer Support to have them verify that the their list of devices at the house match what is actually there. 🤔

Re: Router serial number (parental control My Fios App)

After updating the firmware, I have not been able to set up the device again without reinstalling everything and going back to the previous version. It also depends on what parental control app you have installed. After all, not everyone can do it. I had a choice between Qustodio and Net Nanny. I would suggest contacting support before doing anything yourself.