Updated: March 22, 2023
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by Anton Hrytsaienko
Tech Expert & Writer
619 resolved issues
Verified Expert in:
Tablets, Apps, Windows issues

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

Hello! Thank you for choosing our service. May I know your first name, please?

Customer Replay


Nice to meet you, *****!
What do you see when you're trying to use them?


Customer Replay

message “step 2 software download

Were everything ok yesterday?

Customer Replay


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Can you provide me with a photo of that screen, please?

Customer Replay

Visitor uploaded: Image.jpg

Let me get back to you on this, and while I'm on it, please stay in the chat, thank you!

Customer Replay


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
Reconnected msg “set up. Process about to begins
“connect with your media client
Let me get back to you on this, and while I'm on it, please stay in the chat, thank you!
turned the tv off and on multiple times
I see *****
What does it say now? "Connect with your media client"?
Let me know please
“We were unable to connect to your media client
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.

Let me know please when you're done
I don’t see any ports that are yellow
What particular model do you have an issues with?
Can you take a photo of it, please?
Visitor uploaded: Image.jpg
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"

Ok got cold

Press OK to begin the process.

  1. Despite what the screen will say, the process can take up to 15 minutes until you can get to live TV.
  2. During this step, the IPC may as you to name it
  3. Using the list you can scroll down until you see a name for which room the box is in and press OK
  4. During this step, the IPC ask if you'd like to import settings (I personally recommend skipping the settings import.)
  5. You can choose to skip, or use the arrow keys to select an option and press OK
  6. 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?
ok the tv is on and I have pictures voice
Okay, so everything is OK now?
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….
Okay, I understand.
I repeated the instructions for this set and now it is working .. so now all sets are working
Great! Congrats, *****!
Is there anything else I can do for you today?
every set is working so problems solved thanks
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?
Every thing is good thanks for your help
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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