Skip to main content
Accessibility Resource Center Skip to main content
Have a phone you love? Get up to $500 when you bring your phone. OR get iPhone 13, on us for a limited time. With Select 5G Unlimited plans. Buy now
end of navigation menu
Need help replacing set top box

Hey guys i need some help trying to figure out how to replace a faulty set top box. I've been having issues for about 3-4 months now. I've tried trouble shooting over the tv. I also tried calling in customer service, they trouble shoot and say nothing is wrong and everything should be working fine. I tried chatting with someone and is givng me the same crap. 

My box turns off, and the picture pixelates every like 30-45min, and for how long is just random. 

Verizon is ignoring the issue and not helping me. I'm wondering if i should just lie and say that the box fell and broke. However i am afraid they would charge me.  At this point im about to switch providers which i really dont want to, but if my service does not work, and im paying for it, it raises the question. What am i really paying for? 

Someone please help me, its been several months, and employees on the web, and phone dont relaly care.

Also last note, do they not want to help me because i'm a wireless employee?

Re: Need help replacing set top box
Super User
Super User

I wouldn't say fell and broke.

Could try saying doesn't power up? Or no display?

Would doubt they even know you are a wireless employee and that it matters anyway.

Re: Need help replacing set top box
Enthusiast - Level 2

I guess you don't live near a walk in center?  If you do just bring it in and say you want a new STB as this one is giving you trouble.  Otherwise if you can do without an STB in that room for a few days simply tell them you no longer need that STB and send it back.  After a day or three just order a new box as you "miss" having the service in that  room.  You'll never get back the same box you sent in!  Personally I would simply tell them you are tired of this troubleshooting nonsense and you would like to swap the box out. All this is a moot point if that STB did fall off the shelf and has a big dent in it! Then it's good luck dealing with that!

Re: Need help replacing set top box
Master - Level 1

If you have another box try swapping them to see if the trouble follows the box or the coax line itself. If it follows the box do not tell them you dropped it just say the picture keeps going out and tell them you demand dispatch.