FiOS TV Central

Capability to browse categories and search by content type
Character based (A, B, C or 1, 2, 3 for example) instead of word based
Common results grouped into folders
Additional information available such as cast of the movie or show as part of the detailed search results
When a search result is selected, more detailed program information is displayed

Why can't I record an asset from the Search menu?

A: Currently you can only record a program from search if there is guide data available for the particular program. If there is no guide data you can find the program in the guide and then record it or you can navigate the guide to the day and time the program is scheduled to play, wait for the guide data to load, and then go back and search for the program. You will now be able to record the program from Search.

Why does the screen go black when I try to watch some recordings on my set top box?

A: The screen goes black because the program you are trying to view is in High Definition (HD) and the standard set top box cannot display HD content. It will timeout and return you to the previously tuned channel and overlay the Recorded Programs menu after about 30 seconds.

Why does the audio mute sometimes during a Media Manager music play list?

A: If parental controls are turned on and the program running in the background of the Media Manager changes from an unblocked program to a blocked program, the Media Manager audio will no longer be heard but the play list will appear to continue playing. To fix this, just exit and restart the Media Manager play list.

Why can't I see program information for some programs in the Guide?

A: It seems that currently some program information is not visible through the guide or half-guide screen. If there is program information for the asset you can press the Info button on the remote to bring it up.

Why can I hear audio even though the mute icon is showing up on the screen?

A: Using the set top box volume controls, mute does not continue to work after channel changes even though the volume icon still displays mute. This only happens when using HDMI (High Definition Multi-Media) cables. To avoid this, either use component cable or use the volume through the television instead of the set top box.

Why can't I read the text on a VOD Asset after viewing it?

A: If you bookmark a VOD program and then play it, after playing it there will be text overlay that will make the text unreadable if there are more than two bookmarked VOD programs. If you press up and then down to return to this program, the text will be readable again.

Digital Video Recorder (DVR)

How do I Pause Live TV?

A: While watching live TV, you can pause and rewind at any time. To pause, just press pause on the remote control.

Can I use Rewind and Fast Forward?

A: The DVR supports multiple rewind and fast forward speeds. You can press rewind multiple times to rewind faster. You can press fast forward multiple times to forward faster. When you are ready to start again, press the Play button. You can rewind as much as 60 minutes while watching live TV. However, you cannot fast forward past what is currently playing in live TV.

What does the Instant Replay and Skip Forward do?

A: When watching DVR, Multi Room-DVR, or Video On Demand (VOD) content, you can use the Replay and Skip Forward buttons to quickly jump forward or back a few seconds. The Replay button will jump back 10 seconds. Press the Skip button to jump forward ten seconds. The number of seconds is configurable by visiting the Settings and DVR screens. Note that some universal remote controls do not have a Skip Forward button. If you would like to order another remote control with Skip capability, please call (800) 293 9139.

How does the Recording Live TV works?

A: Press the Record button to start recording. The DVR will capture the video from the beginning of the program or from the time you first tuned to the channel. In the Guide, you will see an icon next to the program title to tell you that the program will be recorded. In live TV, you will see an icon on the status bar.

How can I Record from the Guide?

A: Highlight a program in the guide and press the Record button to instantly set up a recording. To record a series, press the "record" button once to record. Then press it again to record the series.

How can I Search only the DVR for Shows?

A: In the DVR you can search by going to the Search menu within DVR or by going to the Search page and selecting only search DVR media. Use your remote to enter a title, actor or director name, or even a keyword topic on your text entry screen. You’ll start seeing results as soon as you enter letters. Select a program to see more information about it and to record it.

What is Series Manager?

A: The Series Manager lets you change the priority and settings for series recordings. Go to DVR Series Manager to make sure that all the episodes of your favorite shows get recorded. View upcoming episodes and change options such as deletion settings, number of episodes to keep, and start and end times.

What is View Schedule in DVR Menu?

A: View Schedule to see what programs are scheduled to be recorded next. Under Status, you can see how much space is left on your DVR's hard drive to record upcoming programs.

Why do search results contain only High Definition (HD) Channels when using DVR Create Recording Search for Show?

A: The option for multiple channels and timings is available from the program info screen when searching for a show. The title will display the program with multiple channels and timings, if multiple channels and timings are not shown then it is only available on the HD channel.

How long can I pause Live TV or the playback of a DVR recorded program?

A: The pause time out limit is 20 minutes (designed to prevent screen burn) for live TV or the playback of a DVR recorded program. Once the 20 minutes is up, Live TV will be displayed.

What is Multi-room DVR?

A: Multi-room DVR is part of the Home Media DVR. It lets you watch content from your Multi-room DVR from any room in the house using another set top box. Customers with MR-DVR can pause a recording and continue watching it in another room and can share the recordings with other set top boxes in the house.

What is Verizon FiOS TV Home Media DVR?

A: The Home Media DVR is a ground-breaking upgrade to our standard DVR product. It adds two new features: Multi-room DVR and Media Manager. Multi-Room DVR enables you to view recorded TV programs from your DVR on other TVs with non-DVR set top boxes (Model 2500). You can pause, fast forward and rewind recorded programs on up to two other set tops simultaneously, even if you have more than two compatible set tops on other TVs. Media Manager is a free package of applications for your PC and TV that enables you to use your TV to enjoy photos and music stored on your PC. Using the Media Manager PC application, you can assemble custom play lists and slide shows to share with your TV. Using the Media Manager TV application, you can choose from the list of play lists and slide shows to enjoy on your TV.

Not all of my Manual Recordings show up in the list of scheduled recordings in View Schedule?

A: Your events will appear in the Recordings Schedule.

What do I need to use the Home Media DVR?

A: To take the best advantage of the Home Media option, you need to have a minimum of one 6416 (silver) DVR set top box and one 2500 (black) standard set top box connected to TVs in different rooms. Note: For the Media Manager feature you should also have Verizon FiOS Internet service and a Verizon-supplied router, Windows 2000 or Windows XP with SP1 or better and a minimum of 30 MB free hard drive space.

What is involved in the Home Media DVR installation process?

A: If you already have a DVR (Model 6416) and a standard set top box (Model 2500), there is no installation required. Simply call and order and your DVR will be upgraded to a Home Media DVR. If you don’t have a DVR box, a technician will be dispatched after you order your service to install your Home Media DVR and any additional set top boxes.

Can I pause, play, and rewind live TV using my standard set top boxes?

A: No, you are limited to live TV DVR functions only on the 6416 (media hub) DVR set top box. The standard set top box can play recorded shows stored on the DVR 6416 set top box.

Does the Home Media DVR support HD programs streamed to the standard set top box?

A: No, HD programs can only be viewed on the 6416 (media hub) DVR set top box.

Can I use my existing broadband service for the Home Media DVR?

A: Non-Verizon broadband services and third-party network hubs and routers are not supported for use with Home Media DVR.

I have more than two standard set top boxes. Can I still use the Multi-Room feature?

A: Yes. The Multi-Room feature can be used on up to two standard set top boxes simultaneously. As soon as one of the two are free, any other set top box can be used to view recorded shows. You can have up to six standard set top boxes on your Home Media network.

No MR/DVR menu appears on my standard set top boxes. How do I fix this problem

A: If you experience this problem, perform the following steps: 1. Disconnect/Unplug all Video Home Network equipment for a minimum of 30 seconds (set top boxes, router); 2. Reconnect/Power all set top boxes, connect/Power the Router. If this does not clear up the problem, please contact customer support.

How can I set parental controls on the programs my kids access in their bedrooms from the DVR in our family room?

A: Yes. Normally, the standard set top box will have full access to all recorded content. You can establish a parental Personal Identification Number (PIN) through the set top box that will prevent access to all recorded TV from the Home Media DVR. The following steps can be followed to establish a pin entry for your set top boxes. 1. Select Settings from the IPG Main Menu on the Home Media DVR set top box and select Parental Controls. 2. Enter PIN to be used to protect MR-DVR access. 3. Press OK five times over the next few screens until the MR-DVR Block screen is displayed. 4. Select Block MR-DVR. 5. To confirm the setting: Go to Recorded TV and select any show. The PIN screen is displayed. Enter the PIN. The recorded show is unblocked.

What are Current DVR Limitations?

A: Though Multi-room DVR is powerful, there are some limitations.

Currently you cannot watch HD content from a remote multi-room or standard set top box.
You are limited to two simultaneous streams in the home.

How to Order a DVR?

A: To order the DVR or Home Media package, please call (800) 293 - 9139. Once you order the DVR, an installer will deliver the Set-Top Box to your house.

How to order MR-DVR?

A: To order the Home Media DVR, please call (800) 293 - 9139. If you have a DVR, you can enable it right away. If you don't have a DVR, an installer will deliver the Set Top Box to your house and it will be configured to be the Multi Room-DVR hub.

Does Verizon offer DVR (Digital Video Recorder)?

A: Yes, Verizon offers a DVR. The DVR set top box has 160 Gigabytes and can store up to 85 hours of programming or up to 21 hours of HD programming. The DVR can also be shared with other rooms.

How many hours of programming can I store on my DVR?

A: You can store up to 85 hours of programming or up to 21 hours of HD programming.

How many recordings can I schedule for the future?

A: There is no technical limitation on how many recordings can be scheduled. Scheduling is only limited by the available guide data which is 14 days.

Is recording possible with PPV Events?

A: Due to certain copyright restrictions, the DVR may not be able to record all PPV programs. The ability to record will depend on the individual events and content studios.

Where do I change the priority of a series I have scheduled or already recorded?

A: You can change the priority of recorded or scheduled to record series from the DVR Series Manager menu.

Why do some of my recorded programs show that they are 0 seconds in length?

A: Unfortunately programs that show 0 seconds in length did not record properly and are not re-playable

Why does the "DVR is not authorized" message show up when I try to get into my DVR menu even thought I know my DVR is authorized?

A: This is an issue with a loss of connection. To fix this situation please do a hard reset your set top box and the router that was provided by Verizon.

Video On Demand (VOD) & Pay Per View (PPV)

What is On Demand?

A: On Demand from FiOS TV is programming available for you to watch anytime – and includes movies, TV shows, events, premium channel content and other programming. Verizon FiOS TV provides a large library of On Demand titles and has programming defined into categories such as Free, Kids Free, Movies and Adult. Programs provided for a fee can be ordered through the FiOS TV Interactive Programming Guide and the charges will appear on your monthly bill.

How is VOD better than PPV?

A: With VOD you have access to a larger library than PPV channels. With VOD you get to watch what you want whenever you want, and can pause, stop, fast-forward and rewind what you’re watching. VOD includes free, subscription, and rental movies, whereas PPV only has rental. PPV has movies, events, concerts, while VOD has many more shows and movies.

How is VOD different from DVR?

A: You use the DVR to pause live television and record and playback shows. Video On Demand provides a large library of shows and movies that you can watch. Think of DVR as a wonderful tool that helps you watch recorded broadcast television when you want to. With a DVR, you can also select shows or an entire series to record. VOD is a library of shows and movies that you can watch when you want to.

What is Pay Per View?

A: Pay Per View (PPV) lets you rent new movies and events, such as concerts and wrestling matches, from your home. PPV supports real time events, so you can watch an event while it is happening. Other PPV movies are shown at pre-scheduled times of the day and include rebroadcasts in case you missed the first showing. Content varies on PPV, so the Media Guide has parental controls and purchase controls for PPV events. To activate your parental controls go to Settings and then select Parental Controls.

How to Order a PPV Event?

A: First find a PPV event using the Search or Browse function from the Main Menu, or scroll through the guide to locate content on the PPV channel. Then, view the full screen program information for the PPV event. To order the event, press the Watch button. If you have Parental Controls enabled, you may have to enter your PIN to view or purchase the event. Note: At this time, you may not be able to order a PPV event in the future.

Does PPV have Previews also?

A: With PPV, you can preview movies and events for a few minutes. This allows you to verify and see if you are interested in the program prior to ordering the event. Note that previews are not available for adult-oriented events. To preview a PPV movie or event, select the program on the guide, and then when you view the program information, select the preview button.

Customer Help

What happens if I forget my PIN?

A: For security purposes the parental controls cannot be reset easily. You can re-enter your PIN several times before getting temporarily locked out. If you get temporarily locked out, you can retry again after a short timeout period. If after retrying, you still can’t remember your PIN, you can call the support center. They will verify you are the adult account owner and have the proper information to validate. To contact the support center, please call 1-888-553-1555.

What if I need additional help from Verizon?

A: If you have browsed the help knowledge base available in FiOS TV, then you should browse the website since it will have the latest information. The website address: http://FiOSHelp.Verizon.com. If you still have problems call the Support Center at 1-888-553-1555 and we will help you.

Parental Controls

What is in Parental Controls?

A: Parental Controls allows you to protect your family from objectionable content. Parental Controls includes the following features:

A master on/off switch.
Control what ratings can be viewed.
Control visible channels.
Control adult information.
Control purchases.
Set and change a view PIN.
Set and change a purchase PIN.

What's new with Parental Controls?

A: Global on/off switch lets the user turn all blocked channels off and all Parental Control settings on without having to switch them individually or losing settings. Parental Controls will work with multi-room by blocking all set top boxes in the household.

What is Parental Control's Master Switch?

A: The on/off master switch allows all your current parental controls settings to be switch on or off at any time. If you change the settings, you will not lose other settings. This allows you to temporarily turn off Parental Controls. When you are ready to turn on Parental Controls, you will not have to re-enter all your personalized configuration settings.

What is Block Ratings in Parental Control?

A: Control Ratings allows you to block TV or movie ratings as defined by the TV Parental Guidelines for television and the MPAA for movies. You can block/unblock all or any specific rating. As a convenience, blocking ratings will automatically block more sever ratings. Please be aware that you can also block Not Rated content.

What is Hide Adult Information in Parental Control?

A: You can choose to hide only the titles and descriptions of adult-rated content from being viewed in the full and half screen guides or in search results. Please note that this feature does not block the channel only changes the titles, descriptions, pictures, and other supporting information.

What is Control Purchases in Parental Control?

A: Prevent others in your household from making unauthorized purchases, such as Video On Demand, Pay Per View programming, or Games, by creating a four-digit Purchase PIN. If you would like you can make the purchase PIN the same as the Viewing PIN for convenience or you can use two PINs so that different privileges can be used within the household.

What is Change Viewing or Purchase PIN in Parental Control?

A: You can reset your four-digit Parental Controls PIN or your Purchase PIN at any time. To change your PIN go to Parental Controls, and select Change PIN. Remember you can change the General Ratings PIN or the Purchase PIN. After you change the PIN you will be asked to confirm the PIN.

Settings, Features & Troubleshooting

Where is the Block Channels Feature?

A: Blocked Channels was a feature available in the previous Guide environment. This feature is not currently active in the new Interactive Media Guide, but will be added as an enhancement this fall.

What is in Settings?

A: Settings let you configure your Interactive Programming Guide and Set Top Box. This will allow you to customize your FIOS TV experience to your liking. Some of the settings that you can configure are:

Closed Captions
Set-Top Box Volume
Favorite Channels
DVR Settings
Widgets
IPG Language
Parental Controls
Secondary AC Outlet
Front Panel LEDs
Video Format

What is Accessibility Settings?

A: FiOS TV supports Closed Captioning, which provides text subtitles of the available audio on your TV screen for the hearing impaired or other purposes. Although all Digital Adapters and Set Top Boxes support Closed Captioning (CC) through the television, the Advanced set top boxes allow users to toggle the CC through the IPG Settings Menu.

What is Audio Settings?

A: The Audio settings allow you to modify the volume of your set top box output and change the audio format. Ordinarily you will probably use the volume of your TV or home theater, by programming and using your universal remote control.

What is Language Settings?

A: Language settings allow you to change the audio and text language of your Interactive Program Guide. You can choose from English or Spanish. Changes will affect all menus, text, buttons, prompts, warnings, and errors. The content such as the program description will not change language. To change your language go to Settings then Language. Once you change the language, the change will happen instantaneously

What are Set-Top Box Settings?

A: Set Top Box settings allow you to modify the display on the front LED panel of your set top box and control the secondary power outlet at the back of your set top box.

What's there in System Information?

A: System Information shows you information about the software, hardware, network, and current configuration of your Verizon FiOS TV system. This might be useful information if you are speaking to a customer service representative.

What are Video Settings?

A: Video settings allow you to modify the video format of your TV, RF Channel, and whether the guide displays with video. The format setting allows you to specify the aspect ratio of the video on your set top boxes. The choices let you specify if you would like 4:3 or 16:9 mode. The RF Channel setting is available for standard set top boxes. This TV setting specifies what channel on the TV will be used to view the coaxial output of the set top box. The choices are channel 3 or 4; The Full-Screen Guide can be configured to display a small video window or not display a window. When the video is shown in a window, the guide will not be transparent. When the video is not shown in a window, the window will be transparent, so that the video can be seen through the guide.

What is Media Manager?

A: Media Manager is a free package of applications for your PC and TV that enables you to use your DVR to enjoy photos and music stored on your PC. Using the Media Manager PC application, you can assemble custom play lists and slide shows to share with your TV. Using the Media Manager TV application, you can choose from the list of play lists and slide shows to enjoy on your TV.

Does my Media Manager Client work with my Microsoft Windows Vista operating system?

A: While Verizon has successfully performed preliminary testing on Windows Vista, we cannot yet guarantee full compatibility. Please check back later for an update on this issue.

What is involved in the Media Manager PC application installation process?

A: The Media Manager application is a free download available from the Verizon Web site. To download and install the Media Manager PC application, follow these steps:

Go to www.verizon.com/mediamanager. Scroll down and click the download link for the application.
Choose a download location for the Media Manager installer. (mediamanager.exe)
After the download is finished, open the installer and follow the on-screen instructions to set up the Media Manager application
After installation, chose the Media Manager application from the Start menu.
Follow the on-screen wizard to scan your computer for photos and music files and setup slideshows and play lists to be shared with your TV.

How long does the installation process take?

A: Installation of the Media Manager application should take no more than 10 minutes. After installation, the time to scan and set up slideshows and play lists will depend on how much media you have stored on your hard drive.

Is the Media Manager PC application compatible with Apple Macintosh computers or earlier versions of Windows?

A: No, at present the Media Manager PC application is only supported on Windows 2000 or Windows XP with SP1 or better.

Can I use my PC while Media Manager is streaming music and photos to my TV?

A: Yes, you can continue to use your PC in most cases without affecting the performance of Media Manager. Performance intensive applications such as gaming, video, and high-end graphics may affect the quality of music playback on the TV. In these cases, minimize the use of these applications while Media Manager is in use on the TV.

What audio file formats are supported in Media Manager?

A: MP3, WAV, WMA (unprotected) formats are supported in Media Manager.

Can I get Media Manager without Home Media DVR?

A: Yes, you can now use Media Manage without the Home Media DVR service.

I see a "Devices Not Found" error when trying to connect to my PCs on the Media Manager service on the TV. How can I fix this?

A: If you are accessing Media Manager for the first time, please download the PC application from www.verizon.com/mediamanager. Once installed, please ensure the application is running on your selected PC. If you still see the same error, please verify the following: 1) Check your in-home network. Your home PCs and set top boxes should be connected to the same Verizon-supplied router connected to your home network. Media Manager is only supported for FiOS TV and FiOS Internet subscribers. Third-party data services are not supported. 2) Verify Personal Firewall settings; If you have personal firewall software installed on your PC, you will need to add the Media Manager software to the exceptions list to enable detection on the TV in your in-home network.3) Disconnect PCs from corporate VPNs (Virtual Private Networks). Virtual Private Networks (VPNs) are highly secured by firewalls which prevent detection of your PC on the TV interface. It is necessary that you sign out of your VPN before trying to access Media Manager on your TV. If your VPN has installed a firewall that does not get deactivated when exiting the VPN you will have to make sure that Port 5050 is open. This port is used to discover devices. Port 18000 and 18001 are open. These ports are used for media discovery.

I receive a "DRM protected Media file error" when playing music ripped from my CDs using Windows Media Player. How can I fix this?

A: Media Manager does not support Digital Rights Management (DRM) protected media. In order to change the Windows Media Manager options to create unprotected music follow these steps:

Open Windows Media Player.
Right click on the Windows Media Player title bar. A pop-up menu will be displayed.
From the pop-up menu select Tools; then select Options. The Options window will appear.
Select the Rip Music tab
Uncheck the box labeled "Copy protect music."
Click OK. You are done! From now on, any music you rip with Windows Media Player will not have DRM and will work with Media Manager.

How can I Play Music with Media Manager?

A: Listen to music from your computer on your TV. Utilize the power of your home theater system to integrate and enhance your music listening experience. To add music, go to the Media Manager application and select the Music Manager tab. You will have to create a play list and add music by choosing folders on your computer with music. Once you have added music, you can specify if you would like the play list to appear on TV or not. Once your Media Manager service is running, you can access your music by going to the Main Menu, selecting Music, and then choose a play list.

How can I View Photos with Media Manager?

A: Media Manager lets you view photos from your computer on your big screen TV and in the comfort of your living room. To add photos, go to the Media Manager application and select the Photo Manager tab. You will have to create a Slideshow and add photos by choosing files on your computer that are pictures. Once you have added photos, you can specify if you would like the play list to appear on TV or not. Once your Media Manager service is running, you can view your photos by going to the Main Menu, selecting Photos, and then choose a Slideshow.

How do I find and specify the Home Media hub?

A: When you get the MR-DVR Home Media option, you can specify a set top box to be the hub for your home. This hub will be able to share DVR with standard set top boxes in your home. In addition this hub set top box will be able to receive and playback music and photos from your networked PC. When ordering Home Media, the representative will ask for the ID of the one set top box in your home that you wish to make the hub. You can provide ID in two ways. It is recommended that you use the Program Guide of the set top box to go to the Settings screen and then view System Information. You can see the box’s Unit Address in the System Information screen. In addition, you can specify the ID by using the Serial Number on the bottom of the box.

What are the features of the standard set top box?

A: The standard set top box gives you a strong entertainment platform at a great price. It includes a powerful Interactive Program Guide (IPG) which lets you quickly find great FiOS TV content. You can also enjoy 100% digital channels, music channels, PPV, VOD, and much more.

What are the features of the High Definition set top box?

A: The HD set top box gives you an advanced entertainment platform capable of viewing standard and high definition programming. It includes a powerful Interactive Program Guide (IPG), which lets you quickly find great FiOS TV content. You can also enjoy 100% digital channels, music channels, PPV, VOD, and much more.

What are the features of the High Definition DVR?

A: The HD DVR set top box gives you the most advanced FiOS TV entertainment platform. It includes support for standard and high definition television. The box has a Digital Video Recorder (DVR). The DVR lets users pause live TV and record shows. It also has the ability to become a hub for a Multi-Room DVR (MR-DVR). With MR-DVR you can access your DVR content from any room in the house. Finally, it can be used to view your photos and hear your music that is stored on your home PC.

What do I do if my TV set has poor or incorrect color?

A: First check to see if the color problem is occurring on all channels. If the color problems are only on one channel, then maybe that channels signal has a temporary quality problem. Check again later, and if the problem still persists, let us know by calling the Support Center at 1-888-553-1555. If you see the color problem on all of the channels, then please verify that the wires are connected properly. It is possible that if one of the wires or pins in a wire are not connected that you will not have one or more colors in the picture. This is because full color is often created by mixing several colors together. If you think the colors are of good quality and consistent but wrong, verify that you have connected the Y Pb Pr cables from the set top box to the TV correctly. For example, you will want to check that the Y at the set top box is connected to the Y at the TV. Mixing of cables will often cause the colors to be incorrect. If you think the TV may have problems you may want to verify the TV colors by using a VCR, DVD, or even an antenna to receive over the air local programming. If you still are experiencing color problems, please call the FiOS Support Center at 1-888-553-1555.

Can I use a splitter on my television cable?

A: Yes, you can use splitters with your FiOS TV coaxial cable. You can split your primary coaxial cable as necessary, for example taking the main feed and splitting it 2, 3, or 4 ways. You should limit the number of levels of cascaded splitters, since this could seriously affect the quality.

How do I reset my cable box?

A: To reset your set top box, unplug the power cord for a few seconds then connect it back. Your box will reset and reload the system and data after one minute. Note: The power cord is not the coaxial cable. Unplugging the coaxial cable will not reset your set top box. When you unplug the power cord make sure the coaxial cable is plugged in.

I am having a problem with the FIOS TV Phillips remote turning off TV and STB.

A: Your remote is programmed to turn on and off both your TV and your set top box with a single press of the Power key. In some cases your set top box may received the infrared (IR) signal from the remote, but the TV does not. If you often find that either your TV or your set top box turns on or off without the other device doing the same, then one device is probably getting the IR signal, but not the other. Try the following alternatives.

If the Power key never turns on or off your TV, even when the remote is pointed directly at your TV, then the remote is not programmed with the right TV code. Please refer to your remote control manual.
If the TV sometimes turns on and off, but not all the time, then make sure the TV and the set top box are near each other and nothing is blocking the front of either. Also, if your TV is plugged into the power outlet in the back of the set top box, try plugging your TV directly into a wall outlet instead.
If neither of the above alternatives corrected the problem, then re-program your remote so that the Power key turns on or off only one device at a time. To program the power key to control one device at a time: 1. Press and hold the set top box key; 2. Press OK. 3. Release both keys. [The device keys (DVD, AUX, TV and set top box) will blink twice; 4.Press 9 7 7 [The set top box key will blink twice; 5.Press OK. [The set top box key will blink three times to indicate successful programming.] After you re-program your remote, to turn on or off both the TV and the set top box you will need to press TV, Power, set top box, Power.

How do I change my Search settings, for example, Search Keypad?

A: Launch the menu by pressing the Menu button. Go to the Search Menu and press the right arrow key to highlight the Search sub menus. Scroll down and highlight the Settings sub menu under Search. The key pad options can be changed here. You have four different options:

Scroll wheel, Cell Phone
Predictive, Cell Phone
Standard; Keyboard
Full alphabetical keyboard

How do I set the clock?

A: The clock time is set automatically from our servers. You do not need to set it. If you would like to see the clock on the front panel display, follow these steps: Go to the Settings Menu at the Main Menu. Press the right arrow key on the Settings menu and highlight the sub menus. Scroll down and highlight the set top box menu. Press right again and highlight the Front Display submenu. Now press OK and select Show Clock. You will see a check mark next to Show Clock. Note: when you flip channels, the front panel will display the channel # briefly (45 seconds) before going back to the clock.

There is no video when TV is turned on.

A: When HDMI is used as the video output, you may not see video if the TV and set top box become out of sync. Try synching your TV and set top box by turning the TV OFF, and the set top box OFF. Then turn the set top box ON, and then the TV ON. The TV and set top box should now work properly.

The display on the standard set top box is confusing when attempting High Definition (HD) playback, plays a blank black screen with 0:00 in the LED.

A: The standard set top boxes do not support HD content. HD content displays in a different color on the Recorded Content menu, so you can easily see which content is HD.

Remote DVR Support

What is FiOS TV Remote DVR?

A: FiOS TV Remote DVR gives you the ability to record shows online using the FiOS TV Central website. In addition, it allows you to manage your DVR Schedules, Recordings, Favorite channel lists, Video on Demand, Bookmarks and Parental Controls.

Am I eligible for FiOS TV Remote DVR?

A: FiOS TV Remote DVR is available to ALL customers who have at least one DVR set-top box.

Is Remote DVR service available on all set top boxes?

A: No. Remote DVR capability is available on DVR set top boxes only.

How do I verify if I have Remote DVR service?

A: On your DVR go to Main Menu > Settings. If you see a listing for "FiOS TV Remote DVR" under Settings that means you are enabled for Remote DVR.

How do I set up Remote DVR on FiOS TV Central?

A: All you need to do is log in to FiOS TV Central. If you are eligible (i.e. id you atleast one DVR set-top box) for Remote DVR, you will be asked to activate Remote DVR service on your first login.

How do I log in to FiOS TV Central?

A: You can log in by using your current Verizon.net or Verizon.com credentials. If you do not remember your user name, then you can retrieve it by going to your DVR set box and by navigating to Main Menu > Settings > FiOS TV Remote DVR > Web Access. This screen will show you the url and user name to log in. However, if you have Parental Controls activated, you will need your Parent Control pin to access the menu.

I have Remote DVR service but I receive "Set Top Box is not responding" messages when I try to access my DVR through the FiOS TV Central website. What do I do?

A: FiOS TV Remote DVR service communicates with your DVR in real time so the content on the web site is always current. Occasionally, there may be a connectivity issue that causes these messages to show. If that happens, please try the following:

1.If you have a ActionTec Router from Verizon you will get a prompt to"Reconnect" on the web site after you see the "Set top box notresponding" message a couple of times. After you click on "Reconnect",it could take up to 3 minutes for the connectivity to get restored. You may need to login again.

2. If the issue still persists then run the self diagnostic test on your DVR set top box. To run the test you need to go to Main Menu> Help > Self Diagnostics. Against 'FiOS on the go' you should see'Listener 1 Started' or 'Listener 2 Started'.

If it says 'Fail' then you would need to unplug the power supply to theset top box and plug it back in to restart it. Run the diagnostic test once again.

3. If you still have issues please contact us for additional support.

Is the Remote DVR service supported on non-Verizon routers?

A: No, Remote DVR service works only if you have one of the Verizon supplied routers – ActionTec, Westell, DLink. It will not work if you have a non-Verizon router in place or if you changed the default router configuration (bridged or altered the DNS etc).

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