Created: January 11, 2023

had new set top boxes Verizon TV installed yesterday today 2 of the 4 tv will not work

Last Edit: January 11, 2023
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Anton Hrytsaienko
Anton Hrytsaienko Tech Expert & Writer
Hello! Thank you for choosing our service. May I know your first name, please?
Customer Reply
*****
Anton Hrytsaienko
Anton Hrytsaienko Tech Expert & Writer
Nice to meet you, *****!
What do you see when you're trying to use them?VerizonTV
Customer Reply
message “step 2 software download
Anton Hrytsaienko
Anton Hrytsaienko Tech Expert & Writer
Were everything ok yesterday?
Customer Reply
yes
Anton Hrytsaienko
Anton Hrytsaienko Tech Expert & Writer
Can you provide me with a photo of that screen, please?
Customer Reply
yes
Visitor uploaded: Image.jpg
Anton Hrytsaienko
Anton Hrytsaienko Tech Expert & Writer
Let me get back to you on this, and while I'm on it, please stay in the chat, thank you!
Customer Reply
Ok
Anton Hrytsaienko
Anton Hrytsaienko Tech Expert & Writer
I'll be back shortly
Please, unplug your TV and the box from the power for 5-10 minutes
Then connect them back and check if the issue still exists
Customer Reply
Reconnected msg “set up. Process about to begins
“connect with your media client
Anton Hrytsaienko
Anton Hrytsaienko Tech Expert & Writer
Okay
Let me get back to you on this, and while I'm on it, please stay in the chat, thank you!
Customer Reply
turned the tv off and on multiple times
Anton Hrytsaienko
Anton Hrytsaienko Tech Expert & Writer
I see *****
What does it say now? "Connect with your media client"?
Let me know please
Customer Reply
“We were unable to connect to your media client
Anton Hrytsaienko
Anton Hrytsaienko Tech Expert & Writer
Thank you
Please allow me a moment to provide you with further instructions, I would really appreciate it if you would wait for me in the chat. Thank you!
Can you please:
1. Check if you have anything plugged into the LAN Ethernet ports on the back of your router (the Yellow Ports, ilistrated below) If you do, please unplug these connections for the duration of this operation.
2. Unplug the affected IPC from power.
Customer Reply
ok
Anton Hrytsaienko
Anton Hrytsaienko Tech Expert & Writer
Let me know please when you're done
Customer Reply
I don’t see any ports that are yellow
Anton Hrytsaienko
Anton Hrytsaienko Tech Expert & Writer
What particular model do you have an issues with?
Can you take a photo of it, please?
Customer Reply
Visitor uploaded: Image.jpg
Anton Hrytsaienko
Anton Hrytsaienko Tech Expert & Writer
Allow me a moment, please.
Can you:
1. Unplug the affected IPC from power
2. With one hand plug the power cable back into the IPC and with the other hand press the Menu button on your remote as many times and as quickly as you can.
Note: You will know you are successful if you see the word "RUN" on the display of the STB, if you do not see this (you see the spinning line instead), start from step 2 (Unplugging the box) and try again.
3. Use the Down arrow on the FiOS remote until you see the word "COLD"
Customer Reply
Ok got cold
Anton Hrytsaienko
Anton Hrytsaienko Tech Expert & Writer
1. Press OK to begin the process.
2. Despite what the screen will say, the process can take up to 15 minutes until you can get to live TV.
3. During this step, the IPC may as you to name it
4. Using the list you can scroll down until you see a name for which room the box is in and press OK
5. During this step, the IPC ask if you'd like to import settings (I personally recommend skipping the settings import.)
6. You can choose to skip, or use the arrow keys to select an option and press OK
7. It can take a while for the box to continue after pressing OK, please be patient
Are you still with me? What stage are you at?
Customer Reply
ok the tv is on and I have pictures voice
Anton Hrytsaienko
Anton Hrytsaienko Tech Expert & Writer
Okay, so everything is OK now?
Customer Reply
The one tv is on in the kitchen but the other tv still has msg step 2 software download
there were 4 new set top boxes installed yesterday 3 of the tvxx so are working now….
Anton Hrytsaienko
Anton Hrytsaienko Tech Expert & Writer
Okay, I understand.
Customer Reply
I repeated the instructions for this set and now it is working .. so now all sets are working
Anton Hrytsaienko
Anton Hrytsaienko Tech Expert & Writer
Great! Congrats, *****!
Is there anything else I can do for you today?
Customer Reply
every set is working so problems solved thanks
Anton Hrytsaienko
Anton Hrytsaienko Tech Expert & Writer
That's great, *****!
I’m glad I was able to get that sorted out for you. Is there anything else I can assist you with today?
Customer Reply
Every thing is good thanks for your help
Anton Hrytsaienko
Anton Hrytsaienko Tech Expert & Writer
Thank you for chatting with us today!
We are available 24/7, you can refer your questions anytime. Have a nice one!

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