Fios Mobile App Not Working After iOS 11 Upgrade
Inquiring-Mind
Enthusiast - Level 1

I recently upgraded to iOS 11 now my Fios Mobile App isn’t working. It crashes after trying to load and I am not happy. Called Verizon, was on the phone for an hour doing the same things over and over again to resolve the issue to the point I had to end the call. I am frustrated because I am paying for a service I can, Now, no longer utilize. Is anyone else having this issue? Who fixes the bug... Apple or Verizon? And how long will I be unable to use my mobile service. All other Apps works. Please Help! Thanks!

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1 Solution
blite1
Enthusiast - Level 2

Verizon Support had me go to Settings, General, Reset (at bottom of General options), then Reset Network Connections.

Had to re-enter p/w to get WiFi back up, but fix seems to have worked on both iPhone and iPad.

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33 Replies
LawrenceC
Moderator Emeritus

As this thread is now over two years 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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Brewman99
Newbie

I followed the instructions for removing my ipad as a device on the STB and logged into the Mobile Fios app and it now works. However, my ipad is not listed as an active device but the app works!

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blite1
Enthusiast - Level 2

Same issue after downloading ios 11.o.2. Fios Mobile app for TV starts and then stops after minute or two on both iPhone and iPad. Pop-up window invites me to retry or send email, which I've done three times. What I assume is an automatic reply suggests I close and re-open app, which I've done sev times; have also deleted and downloaded app from Apple Store again. Any help in this group, 'cuz I'm getting nothing from Verizon.

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blite1
Enthusiast - Level 2

About 10 days ago, FIOS app stopped working on either of my iPads and iPad; running ios 9.3.5. Opens for 5-10 seconds OK, but screen freezes and then goes dark with following message; "There was a problem connecting to the network. Pls check your network connection and try again."

Re-booted the iPads, deleted and reloaded the app, and asked Apple Support, which said it doesn't think it's on their end.

Verizon Support had me go to Settings/General/Reset Network Connections, which worked for the iPhone, but not iPads. Anyone else have this issue and a fix?

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Inquiring-Mind
Enthusiast - Level 1

I would update iPad to latest running iOS system. Along with what Verizon suggested you still have to remove mobile devices ALL First important. When the system comes back up then install the or add (same thing) your mobile devices. Hope this works for you I know how frustrated I was when my devices crashed. Mine only worked with WiFi off. 

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blite1
Enthusiast - Level 2

Verizon Support had me go to Settings, General, Reset (at bottom of General options), then Reset Network Connections.

Had to re-enter p/w to get WiFi back up, but fix seems to have worked on both iPhone and iPad.

KatenMtech
Newbie

Worked perfectly. Ty 

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violet_chameleo

I deleted the app then reloaded it and it worked OK

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Inquiring-Mind
Enthusiast - Level 1

Yes, it appears everything has to be uninstalled and reinstalled from the Set Top box NOT the App which initially is the info they kept giving me. Also turning the router on and off had Nothing to do with it, another Repeat they had me on before someone figured it out. I had no idea the Set Top box had that many functions. They really should make a Set Top box troubleshooting manual for all subscribers. 

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Inquiring-Mind
Enthusiast - Level 1

Sorry to hear of your trouble. Unfortunately I have to inform you that it took 2.5 weeks to resolve my issue. I called Verizon FIOS every other day until I got someone who Actually knew what to do. All reps incl supervisors kept telling me to do the same things which weren’t working. I will say it is very much a result of the upgrade. There were agreements that had to be verified on Verizon’s part but someone dropped the ball. The agreements were necessary to allow communication between Apple’s new upgrade. The service tech had to uninstall all of my mobile devices from the set top box and reload them so the two could communicate with the new upgrades. It was Hell! I wish you well, STAY ON THEM!

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jchapp95
Newbie

 This is not work for me, but it probably didn’t hurt. Finally figured out that the device and the set top box need to be on the same Wi-Fi router. That was my issue at least. 

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TomD86
Enthusiast - Level 2

You said "the service tech had to uninstall all of my mobile devices from the set top box and reload them...", is this something different from the deactivate/activate option that is in settings?...is this something only a tech can do?

I tried all that was suggested and nothing is helping.

PS: my ipad is older and still on 9.3.5, it also worked fine up until about 3-4 weeks ago (might be coincidence that IOS 11 came out around the same time?) and since then is seeing the same symptoms, streams for about 30 seconds, stops and then the same error about connecting to network/retry.

Thanks for any and all assistance...

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wb41
Enthusiast - Level 2

I have had pretty much the exact same experience.  About the end of September, using Fios Mobile has become impossible on my iPad 2.  I have uninstalled/reinstalled, logged out, logged in, reset the STB, reset the router.  Same issues...it will play for about 10 seconds, and then goes to the "network error" alert and not able to watch anything, either live or DVR.  And this is sitting 5 feet from the router, so signal strength is not the culprit.  

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TomH121
Community Leader
Community Leader

Just checked...using:

iPad2 with iOS 9.3.5.....FiOS Mobile Ver 5.9

Presently watching CNN News

Checked out all parts of app they are all working.

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macvin
Newbie

Experiencing same problem!!!

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violet_chameleo

I'm having the same problem.  It worked yestereday but now it says that the FIOS app is no longer available.  After restarting my phone and trying3x I hit delete by mistake and NOW ITS GONE! 

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Inquiring-Mind
Enthusiast - Level 1

Uninstalled and Reinstalled mobile devices from Set Top box.

Settings, System, Mobile Devices, Remove Devices (must do this individually) 

NEXT - Menu, DVR, Configure & Upgrade, Export Series to Cloud

Go back to Settings to Activate Devices. This should work it was the ONLY thing that worked for me. 

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9876543213
Newbie

THANK YOU!

this solution worked for me years later………

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Coach420
Newbie

How do you make these changes to the set top box?

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stampman1
Enthusiast - Level 3

My app has been unstable for several months now.  The app just cannot see any set top boxes.  Verizon fixed it once by resetting something, I forget what but the problem came back a week or so later.  I was able to fix it myself by unauthorizing my iphone.  But it came back a few days later.  Since you can only authorize/unauthorize 2 times I had to find something else.  My set top boxes do not have a add/remove devices option, probably because none of them are DVR's.  I renamed the kitchen set top box now the app is working again.  Not sure how long that will last.

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