VMS_1061 Fios mobile app poor wi-fi

[earbullet]

I am unable to watch live TV on the Verizon Fios App on my android phone and tablet.  This did work great and then it stopped.  The error mesage I get is below:

"Your session ended due to a poor Wi-Fi connection.  Please disable Wi-Fi Optimization from the Wi-Fi -> Advanced settings option, if available and enabled on your device.

Error Code: VMS_1061"

Things I've tried:

• I am connected to the verizon wireless router and actually standing right next to it.
• My devices don't have a wifi optimization option so I can't disable it.
• I've tried multiple devices (all android)
• I've disabled mixed mode on the router
• Tried both 5g and non-5g
• Rebooted the router
• Rebooted the cable box (waited a minute before plugging it back in)

I can watch netflix fine on my devices and any other service online works just great.  The only thing I can't get to work anymore is watching live TV from my DVR box.

Any suggestions?  I would contact Verizon support, but I cannot figure out how to do that.  The only option I can find goes to a virtual assistant that is not very helpful at all.

[CRobGauth]

Within the FIOS app there is a Help menu that gives you the option of troubleshooting and/or reporting a problem.

I have found their support via the app helpful.

[ThiaB]

Hi earbullet,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and scroll down the page to an area titled "My Support Cases". You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.