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Post by Chris Miller on Mar 23, 2012 20:13:35 GMT -5
Sometime this evening we lost most of our FiOS channels. Local channels are fine, everything else reports a "You are not subscribed to" message on the screen.
I called the tech support number list on the screen and it sent a reset signal to my boxes. No dice. I was then transferred to tech support and the CSR said that there is a problem with 3 hubs in my area. The expected completion time is tomorrow, 2PM.
This is the first outage in the year that we have had FiOS TV. Not used to this.
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Post by psternklar on Mar 23, 2012 20:48:32 GMT -5
At least you got through. I've been on hold over 30 min listening to the hold music.
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Post by Chris Miller on Mar 23, 2012 20:53:23 GMT -5
At least you got through. I've been on hold over 30 min listening to the hold music. Which number did you call? I called the number on the screen, 866-962-1946. I reached a bot that asked for the code on the screen. It tried to reset my STB and when that didn't do anything, it transferred me to tech support. That number is 888-553-1555. It's strange because I am getting local channels and video on demand. Plus the Internet still works. |
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Post by psternklar on Mar 23, 2012 21:10:10 GMT -5
I gave up after 45 min on hold, now on hold again. I will likely just recheck in AM. I am frustrated that there is no recorded message or message on their website explaining the outage. I too have local station, phone and internet.
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Post by psternklar on Mar 24, 2012 8:32:42 GMT -5
used the "fix my stb" command from verizon.net and it worked this am.
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Post by rls2199 on Mar 24, 2012 11:11:00 GMT -5
On hold with customer service now, hoping it gets fixed soon.
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Post by irishjoe on Mar 25, 2012 10:36:14 GMT -5
Seems the problem is now in Harrisburg PA. I've been on hold for almost an hour, ran the STB reset tool and autocorrection a couple times without positive results. Guess I might have to give watching TV through the internet a try or break out a book...
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Post by irishjoe on Mar 25, 2012 11:01:32 GMT -5
Update...on hold for over an hour but the customer service rep was able to run a couple of commands to my box and now I'm back up and running. I would suggest you have plenty of patience and your issue will eventually be resolved. The customer service rep stated he hasn't had one person this morning he wasn't able to get back up and running.
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Post by rdf8585 on Mar 26, 2012 0:41:05 GMT -5
Tried the on screen STB auto correct feature for a second time.... this time it worked.
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Post by ebo on Mar 26, 2012 9:25:01 GMT -5
And I was successful this morning with calling the on-screen number and letting the bot give it a try.
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Post by Leetz on Mar 26, 2012 13:33:15 GMT -5
Hey Guys - Thank you so much for your help! I am in Albany, NY and was having the same problems with FiOS. Almost all channels saying that I need to subscribe. I reset the box using the advice given above and it fixed it. Verizon kept saying the channels were out in my area indefinitely!! What BS'ers these clown are!
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Post by shanedude on Mar 26, 2012 14:27:01 GMT -5
Not sure why they didn't add the old recorded mesg reporting an issue we remember from nearly everytime calling TWC for anything. Maybe they really wanted the one on one customer experience? lol Either way, it was a quick fix and a hiccup in the grand scheme of my fios experience. Note: That was the first time I have had to reboot my stb since I added Fios 6 months ago! And my tivo has never had to be rebooted thanks to the lack of a tuning adapter with fios. Still a house of happy Fios campers!
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