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Home

FiOS TV

FiOS Quantum TV

General FiOS Quantum TV FAQs

Ordering

Product Activation and Use

Troubleshooting and Support

Billing FAQs



General FiOS Quantum TV FAQs
  1. What is FiOS Quantum TV Service? How is it different from FiOS TV service?
  2. What recording options are available with FiOS TV Service?
  3. What is FiOS Quantum TV-Premium Service?
  4. What is FiOS Quantum TV-Enhanced Service?
  5. How many TVs are supported with FiOS Quantum TV Service?
  6. Tell me more about Verizon Video Media Server and Verizon Media Client. How do they work in a house
  7. What do the Verizon Video Media Server and Verizon Media Client look like?

Ordering
  1. If I upgrade to FiOS Quantum TV service, will my FiOS On Demand purchases be available on my new equipment?
  2. If I upgrade to FiOS Quantum TV service, will my Bookmarks and Reminders be automatically transferred to the Verizon Video Media Server?
  3. If I upgrade to FiOS Quantum TV service, will my audio and video settings be automatically transferred to the Verizon Video Media Server?
  4. Are Digital adapters and Cable cards compatible with the Verizon Video Media Server?
  5. Is my Verizon FiOS Broadband Home Router compatible with FiOS Quantum TV service?
  6. Can I upgrade to FiOS Quantum TV service if my current service is within the contract period?
  7. Is there a fee to upgrade to FiOS Quantum TV service?
  8. Will the Caller ID feature be available with FiOS Quantum TV service?
  9. Can I access FiOS Digital Voice features like call logs and voicemail with Verizon Video Media Server and Media Client?

Product Activation and Use
  1. How can I use Parental Controls with Video Media Server and Media Client?
  2. If I upgrade to FiOS Quantum TV, can I transfer User Settings to the Verizon Video Media Server and Media Client?
  3. Will my guide and menu look the same on the Verizon Video Media Server and Media Client?
  4. Can the Verizon Video Media Server be programmed remotely?
  5. With the FiOS Quantum TV-Premium, I will have two Media Servers. How can I designate which I want to record to?
  6. How do I switch my Verizon Media Client to a different Verizon Video Media Server?
  7. What happens to my recorded content if I downgrade my service from FiOS Quantum TV-Premium to FiOS Quantum TV-Enhanced?
  8. Is the Video Media Server compatible with eSATA devices?
  9. What Widgets are available with the FiOS Quantum TV Services?
  10. How do I Disconnect a Verizon Media Client from the Verizon Video Media Server?

Troubleshooting and Support
  1. My Verizon Video Media Server /Media Client will not power on. What do I do?
  2. My Verizon Video Media Server is out of service and I am not seeing my regular programming, what do I do?
  3. Will my Verizon Media Client work when my Verizon Video Media Server is disconnected?
  4. The Video is freezing on the Media Client. What do I do?
  5. I don’t see the closed captioning display.
  6. What is the Sleep Timer/Auto Power Off feature and how can I control it on the Verizon Video Media Server?
  7. What is a recording conflict and how can I avoid it?
  8. How do I transfer a Scheduled Recording from One Video Media Server to Another?
  1. I am unable to launch Video on Demand Programming. What do I do?
  2. I am watching a program as it is being recorded. I am not able to change channels. What do I do?
  3. I am unable to launch Widgets. What do I do?
  4. I am getting an Error Message that says “Verizon Media Client not authorized”.
  5. Why are my channels changing slowly on my Media Client?
  6. There is no Video Output on the Media Client. What do I do?
  7. I have a Standard Definition TV. Picture does not fit screen or appears distorted. What do I do?
  8. How can I get help for my FiOS Quantum TV service?

Billing FAQs
  1. Why am I charged a fee to upgrade to FiOS Quantum TV?


General FiOS Quantum TV FAQs

1. What is FiOS Quantum TV Service? How is it different from FiOS TV service?

FiOS Quantum TV is Verizon’s best service offering. With FiOS Quantum TV Service you get access to our new Recording and Storage Service Tiers:

  • FiOS Quantum TV-Premium Service AND
  • FiOS Quantum TV-Enhanced Service
These services offer more recording flexibility and more storage. FiOS Quantum TV service only works with following set top box (s):
  • Verizon Video Media Server (Model Number: VMS1100)
  • Media Client (Model Number: IPC1100)
If you currently have FiOS TV service but do not have these set top boxes, you will only be able to subscribe to our basic recording service tiers (Multi-Room DVR Service and DVR Service). By upgrading to FiOS Quantum TV service, you not only continue to enjoy your current TV channel package but you can also get upto to 2 TB of storage and full DVR functionality (such as the ability to pause and rewind live TV) on every TV connected to FiOS Quantum TV Equipment.

 

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2. What recording options are available with FiOS TV Service?

As a FiOS TV subscriber, you may choose from the following DVR service tiers:

  • DVR Service
  • Multi-Room DVR Service
  • FiOS Quantum TV-Enhanced Service
  • FiOS Quantum TV-Premium Service
Each tier provides basic functions:
  • Recording programs
  • Managing your recording options at home or remotely
  • Parental and purchase controls
  • Access to thousands of On Demand titles each month
  • Interactive Media Guide (IMG)
  • HD and SD TV compatibility
  • FiOS Mobility [apps]***
In addition, to these great features, the Table below highlights the features specific to each DVR service tier:
Activities Premium Service* Enhanced Service** Multi-Room DVR Service DVR Service
Programs recorded at one time Up to 12 Up to 6 Up to 2 Up to 2
Record programs on multiple TVs Yes Yes Yes No
DVR Storage 2 TB 1 TB Up to 500 GB Up to 500 GB
Hours of recorded HD Programs 200 100 Up to 50 Up to 50
Control live TV –pauses, rewind, and play back On All TVs (connected to the FiOS Quantum TV equipment) On All TVs (connected to the FiOS Quantum TV equipment) On DVR connected TV only On DVR connected TV only
Monthly Prices $32.00 Mo plus taxes $22.00 Mo plus taxes $12.00 Mo plus taxes $11.00 Mo plus taxes
*Available with FiOS Quantum TV service on Set top box models – VMS1100 and IPC1100 ;2-10 TVs
**Available with FiOS Quantum TV service on Set top box models – VMS1100 and IPC1100; 1-5 TVs only;6+ TVs NA
***Watch TV on your mobile Device (Limited channels may be available)

 

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3. What is FiOS Quantum TV-Premium Service?

With FiOS Quantum TV-Premium Service, you can:

  • Record up to (12) shows at one time
  • Watch up to (10) shows at one time
  • Get up to 200 hours of HD storage for all your favorite shows and movies
  • Get full DVR functionality (such as the ability to pause and rewind live TV) on every TV connected to FiOS Quantum TV Equipment

 

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4. What is FiOS Quantum TV-Enhanced Service?

With FiOS Quantum TV-Enhanced Service, you can:

  • Record up to (6) shows at one time
  • Watch up to (5) shows at one time
  • Get up to 100 hours of HD storage for all your favorite shows and movies
  • Get full DVR functionality (such as the ability to pause and rewind live TV) on every TV connected to FiOS Quantum TV Equipment.
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    5. How many TVs are supported with FiOS Quantum TV Service?

    You can connect up to 10 TVs to your FiOS Quantum TV service equipment. If you have additional TVs that need to be connected to the FiOS Network, you can add digital adapters and/or cable cards [which will provide basic TV content and functionality] to your FiOS Quantum TV service order.

     

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    6. Tell me more about Verizon Video Media Server and Verizon Media Client. How do they work in a house?

    The Video Media Server (VMS1100) is our new powerful Set Top Box. Each Media Server can support up to 5 TVs in a home. That is one TV connected to the Media Server itself and each of the 4 other TVs connected to a compact companion device called the Media Client (IPC 1100).
    VMS and VZIPC network image
    The Media Server is the brain of the FiOS Quantum TV experience in the house. With our FiOS Quantum TV-Premium Service (2-10 TV home) you get two Video Media Servers delivering the FiOS Quantum TV experience to up to 10 TVs.

    Each Media Server comes with one Terabyte (TB) of storage which enables you to record up to 100 hours of HD programing. The Media Client communicates with the Media Server over coax.

    With our FiOS Quantum TV service, the Media Server and Media Client configuration allows you to pause/rewind/playback LIVE TV and initiate/view a recording on any of the connected TVs.

    The Media client by itself will not deliver the full FiOS Quantum TV experience and must be accompanied by a Media Server.

     

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    7. What do the Verizon Video Media Server and Verizon Media Client look like?

    Verizon Video Media Server (12.6” x 9.1” x 2.6”)

    Front View
    VMS1100 Front View


    Rear View
    VMS1100 Back View


    Verizon Media Client (7.5” x 4.5” x 1.75”)

    Front View
    IPC1100 Front View


    Rear View
    IPC1100 Back View


     

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    Ordering FAQs

    9. If I upgrade to FiOS Quantum TV service, will my FiOS On Demand purchases be available on my new equipment?

    Yes, you do not need to purchase any additional hardware to view FiOS On Demand titles on your TV. As a FiOS Quantum TV customer, you can view FiOS On Demand videos you've purchased or rented from any TV in your home that is connected to the FiOS TV network.

     

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    10. If I upgrade to FiOS Quantum TV service, will my Bookmarks and Reminders be automatically transferred to the Verizon Video Media Server?

    No. These settings do not directly transfer over to your new Set Top Box. As such, please reset your bookmarks and reminders.

    While browsing the FiOS On Demand store, you can select a particular video and view the video details. On the video details page, select the Bookmark button to add the video to your favorites.

     

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    11. If I upgrade to FiOS Quantum TV service, will my audio and video settings be automatically transferred to the Verizon Video Media Server?

    Audio and video settings are hardware level settings and cannot be transferred to your new Set Top Box. You may however change the default settings on your new Set Top Box(s) to meet your needs. To change the settings:

    • Press the Menu key on your FiOS TV remote
    • Select Settings on the Main Menu
    • Select Audio or Video (both are separate sections under the Settings menu)
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      12. Are Digital adapters and Cable cards compatible with the Verizon Video Media Server?

      Yes, Your Verizon Video Media Servers can support up to 10 TVs in the household. If you need to connect additional TVs, cable cards and digital adapters will work with the new equipment. Digital adapters and cable cards provide FiOS TV access without the Interactive features, Video On Demand, and the full Media Guide that a regular Set-Top Box provides. Digital Adapters and cable cards are suited to TVs that are less frequently watched (like a TV in a guest bedroom).

      Please visit these pages for more information on Digital Adapters and Cable Cards.

       

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      13. Is my Verizon FiOS Broadband Home Router compatible with FiOS Quantum TV service?

      While many of our existing FiOS Broadband Home Routers are compatible with FiOS Quantum TV, certain Routers (Actiontec MI424WR, Actiontec MI424WR-Gen 2, Westell EM9100, or Westell VM9100) must be replaced. If a new router is needed, during ordering you will be advised to add a new router to your FiOS Quantum TV order. After you install your new router, simply return the old router using the enclosed shipping label.

      To upgrade to FiOS Quantum TV service, login to your account online at www.verizon.com, navigate to the MyVerizon tab and select Add/Change Service.

       

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      14. Can I upgrade to FiOS Quantum TV service if my current service is within the contract period?

      Yes, you can upgrade to FiOS Quantum TV service anytime during your contract period. Your contract terms and conditions, as well as your contract end date will remain unchanged.

       

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      15. Is there a fee to upgrade to FiOS Quantum TV service?

      Yes, there is a one-time fee to upgrade your service to FiOS Quantum TV. You can choose from a Self-Installation option that comes at no additional charge or opt for professional installation (additional fees apply). If you choose the self-installation option, the equipment shipped to you will come with detailed instructions on how to install your new service.

       

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      16. Will the Caller ID feature be available with FiOS Quantum TV service?

      Yes, if you are subscribed to the Caller ID feature with your home phone service you will be able to receive the Caller ID with Name feature on all TVs connected to the Verizon Video Media Server and Media Client(s).

       

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      17. Can I access FiOS Digital Voice features like call logs and voicemail with Verizon Video Media Server and Media Client?

      Yes, you will be able1 to access all the FiOS Digital Voice features on all TVs connected to Video Media Server and Media Client(s).

       

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      Product Activation and Use

      19. How can I use Parental Controls with Video Media Server and Media Client?

      Click here to learn about setting and using Parental Controls.

       

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      20. If I upgrade to FiOS Quantum TV, can I transfer User Settings to the Verizon Video Media Server and Media Client?

      Yes, you will be able to apply certain existing User Settings from your old equipment to your new devices by following the steps outlined below.

      Existing User Settings that can be transferred to your new Set Top Box include:

      • DVR Series Recording schedule including Skip/Replay/Chaptering/Default series options.
      • Parental Controls (Status/Ratings/Channel Blocked/Control Purchases option/Schedules)
        • Note: Purchase Controls PIN and Parental Controls PIN will not be imported and would need to be reset.
      To set up PIN and use Parental and Purchase Controls:
      1. Press the Menu button on your remote. The Main Menu is displayed on your TV screen.
      2. Highlight Settings and press OK/Select.
      3. Using the arrow buttons on your remote, highlight Systems and press OK/Select.
        Note: Depending on your remote control, you'll need to press either the OK or Select button to make a selection.
      4. Select Parental/Purchase and press OK/Select.
      5. Create or enter your 4-digit Parental Controls PIN. You'll then need to retype your PIN to confirm your selection.
      6. Select Parental Controls to turn them on.
      7. Select Purchase Controls to turn them on.
        • If you don’t have a Purchase PIN established, you will be prompted to create one.
        • Select Use Parental PIN to use your Parental Controls PIN as your Purchase PIN or select Use Purchase PIN to use a different PIN for Purchase Controls
        • Once Purchase Controls are turned on, you will be prompted to enter your Purchase Controls PIN before making a purchase through your remote control.
      8. Select Age Preferences to set up age specific content blocks or Parental Preferences to block by content rating/channel/day/time or to control adult information. Important: Blocking any rating (such as TV-14) also automatically blocks all higher (more restrictive) ratings such as TV-MA.
      9. To disable parental controls, select Parental Controls: ON and select OFF
      10. To disable purchase controls, select Purchase Controls: ON and select OFF
    • Favorites (Fav1 & Fav2 channels/Favorite Button option/Favorite Flip option)
    • Guide Preferences (Guide View/Guide Highlight/Last viewed guide state/Interactive TV Settings)
    • Widgets (Location city/Vertical Position/Alert Position)

    Please follow the steps below to import existing User Settings and apply them to your new Set Top Box:
    1. During the Self Install process after your Set Top Box has been successfully activated, you will be prompted to import existing User Settings.
    2. After you name your Set Top Box (ex: Family Room), the next step is to import settings
    3. The screen will prompt you to select the set top box from which you would like to import settings
    4. TV Settings
    5. You may also choose not to use any settings (factory default settings will apply)

     

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    21. Will my guide and menu look the same on the Verizon Video Media Server and Media Client?

    Yes, your FiOS TV Interactive Media Guide and menu will remain essentially the same when you upgrade to the Video Media Server and Media Client.

     

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    22. Can the Verizon Video Media Server be programmed remotely?

    Yes, the FiOS Mobile App is available to all Quantum TV Customers at no charge and includes the ability to program your recording features remotely. With the FiOS Mobile App, you never have to miss a show again! You can view TV listings, watch movie trailers and schedule recordings from your Verizon wireless phone or web-enabled wireless device, including iPhone, iPads, Android Phones and Tablets, and Kindle Fire Tablets.

    You can also manage recordings from any internet connection using your PC or Mac by signing in to your Verizon account online at www.verizon.com.

     

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    23. With the FiOS Quantum TV-Premium, I will have two Media Servers. How can I designate which I want to record to?

    Each Media Client is assigned to a specific Video Media Server at the time of activation. You can only record shows to the Video Media Server to which the Media Clients are assigned.

    You can however view and play recorded programs across all TVs in your home that are connected to the Video Media Server and Media Client(s). To access a recording from any of your TVs, you may however need to know which Media Server the program was recorded to.

    If you would like to record content to a different Video Media Server, you will have to switch the Media Client to that device.

     

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    24. How do I switch my Verizon Media Client to a different Verizon Video Media Server?

    Switching the Media Client between Media Servers is easy. Follow the steps outlined below to assign the Media Client to a different Media Server.

    On the TV connected to the Media Client

    • Press the Menu key on your FiOS TV Remote
    • Select Settings on the Main Menu
    • Select Media Client Settings
    • Select Switch Connection
    • Select the Media Server you want to assign the Client to (a check mark appears next to the Media Server to which the client is currently assigned to) then Press OK
    This action will assign the Media Client to the Media Server selected.

     

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    25. What happens to my recorded content if I downgrade my service from FiOS Quantum TV-Premium to FiOS Quantum TV-Enhanced?

    Existing Service
    Service Equipment Recording Options and Features
    FiOS Quantum TV-Premium Service 2 Video Media Servers

    Media Clients (Quantity as needed)
    Ability to record programs on multiple TVs

    The capability to Record up to 12 shows at once

    Storage to record up to 200 hours of HD programming (2 TBs)

    Control live TV –pause, rewind, and play back on all TVs connected to FiOS Quantum TV equipment
    2-5 TVs Home Downgrade to  
    Service Equipment Recording Options and Features
    FiOS Quantum TV-Enhanced Service 1 Video Media Server

    1 Video Media Server (recording capability disabled)

    Media Clients (Quantity as needed)
    Ability to record programs on multiple TVs

    Recording capability limited to 6 shows at once

    Storage reduced to 100 hours of HD content (1TB)

    The recorded content on the disabled Media Server will no longer be accessible

    Control live TV –pause, rewind, and play back on all TVs connected to FiOS Quantum TV equipment
    6+ TVs Home Downgrade to  
    Service Equipment Recording Options and Features
    FiOS Quantum TV-Enhanced Service Not Supported- Only downgrade to Multi-Room DVR or DVR service allowed
    Multi-Room DVR Service OR DVR Service 1 Video Media Server

    1 Video Media Server (recording capability disabled)

    Media Clients (Quantity as needed)
    DVR storage would be reduced to up to 50 hours of HD content (up to 500GB)

    Recording ability limited to 2 shows at once

    The content on the disabled Media Server would no longer be accessible

    Control live TV –pause, rewind, and play back on Media Server connected TV only

    Ability to Record on multiple TVs not support with DVR Service


    The reduction in storage on the active Media Server when you downgrade from FiOS Quantum TV Premium Service to Multi-Room DVR or DVR Service may result in in deletion of currently recorded content. If you do not want your recorded content to be deleted, you will be given an opportunity to protect the content. However, you will not be able to record any shows until the available disk space is brought under permissible limit.

    For convenience, you will not be asked to return or exchange any equipment in conjunction with this downgrade. You will also be eligible for an immediate upgrade to FiOS Quantum TV-Premium at any point.

     

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    26. Is the Video Media Server compatible with eSATA devices?

    Currently the Video Media Server does not support eSATA devices. Learn more about eSATA.

     

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    27. What Widgets are available with the FiOS Quantum TV Services?

    Widget Category
    Facebook Social Networking
    Twitter Social Networking
    WeatherBug News and Info
    V411 News and Info
    Associated Press News and Info
    Traffic News and Info
    Horoscope News and Info
    Sports Headlines News and Info
    NBA League Pass Sports
    Football Sports
    International Soccer Sports
    HSN Shopping
    YouTube Music and Video
    Zona Latina Music and Video

     

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    28. How do I Disconnect a Verizon Media Client from the Verizon Video Media Server?

    You can disconnect the Media Client from the Video Media Server in two ways.

    1. From the Media Client
      • Press the Menu key on your FiOS TV Remote
      • Select Settings on the Main Menu
      • Select Media Client Settings
      • Select Disconnect This Device, then Press OK

    2. From the Video Media Server
      1. Press the Menu key on your FiOS TV Remote
      2. Select Settings on the Main Menu
      3. Select Media Server Settings
      4. Select Disconnect Media Client
      5. Navigate to the Media Client you want to disconnect, Press OK

     

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    Troubleshooting and Support FAQs

    30. My Verizon Video Media Server /Media Client will not power on. What do I do?

    Please verify that the power supply is connected to the Video Media Server / Media Client and a properly grounded A/C outlet. Then, check to confirm that the POWER indicator light on the Video Media Server is lit. Unplug the power cord on the Video Media Server from the A/C outlet, plug it back in, and then press the POWER button.

    • If the Media Server/Media Client is connected to a switched outlet on another unit, verify that the unit is powered on. A switched outlet is an electrical outlet that is turned on and off by a wall switch. Unplug the power cord from the rear of the Video Media Server, plug it back it in, and then press the POWER button. Use an un-switched outlet, if possible.
    • Press the POWER button on the Media Server/Media Client front panel instead of the remote control. The batteries in the remote control may be depleted.
    • The Media Server/Media Client may have received a software update and may not power ON while the new software is being installed. Try again in a few minutes.
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      31. My Verizon Video Media Server is out of service and I am not seeing my regular programming, what do I do?

      First please confirm you have electricity at home.

      If your Video Media Server is out of service, you will only have access to a limited number of channels until the issue is resolved, which you may select through your Interactive Media Guide. You may also purchase or rent On Demand programs.

      Please note you must have FiOS Internet Service to access limited TV when the Video Media Server is out of service. If you are unable to access these limited channels, please confirm that your FiOS Broadband Home router is powered on and connected to the Internet.

      Once internet connectivity is confirmed, confirm that the connection of the coax cable from the coax wall outlet to the Media Server is secure. This should resolve the issue.

      If the problem continues please contact us at 1-800-VERIZON.

       

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      32. Will my Verizon Media Client work when my Verizon Video Media Server is disconnected?

      No, Media Clients work in conjunction with the Video Media Server. The Media Server must be powered on and functional for the Media Client to be fully functional. However, if the Media Server is unavailable you will have access to a limited number of channels on the TVs connected to the Media Client, which you may select through your Interactive Media Guide. You may also purchase or rent programs from the Verizon FiOS on Demand library.

      Please note you must have FiOS Internet Service to access limited TV when the Video Media Server is disconnected.

       

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      33. The Video is freezing on the Media Client. What do I do?

      This may happen for several reasons and also may depend on the type of content you are trying to access.

      When accessing a Video on Demand program, if this happens please try rebooting your FiOS Broadband home router by turning it off and then back on.

      To reboot your router:

      • On the back of your router, turn the power switch off.
      • After 5 seconds, turn the power switch on.
      • The lights on the front of the router should turn solid green.

       

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      34. I don’t see the closed captioning display.

      Verify on that closed captions are enabled on the Video Media Server by:

      1. Press the Menu key on your FiOS TV remote
      2. Select Settings on the Main Menu
      3. Select Accessibility
      4. Select Closed Caption
      You may also need to verify that closed captions are enabled on your TV. Please follow the manufacturer’s instructions.
      Note: Closed captioning may not be available on the current program if not provided to Verizon by the content owner or distributor.

       

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      35. What is the Sleep Timer/Auto Power Off feature and how can I control it on the Verizon Video Media Server?

      Sleep Timer/Auto Power Off is a feature that puts your Video Media Server and Media Client in a standby mode when not in use. While in Standby Mode, you will see a screensaver appear on your TV. You can exit out of Standby Mode by pressing Power or Menu button on your remote control. Sleep Timer / Auto Power Off is a built-in setting with a default setting of 4 hours, but you may adjust the period of inactivity triggering Standby Mode by going to the Main Menu -> Settings -> Media Client or Media Server Settings - > Auto Power Off. There you can select the desired inactivity time that triggers Standby mode or set it to Never.

       

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      36. What is a recording conflict and how can I avoid it?

      A recording conflict occurs when you are viewing and/or have scheduled more than the maximum allotted number of programs at the same time.

      To ensure you don’t miss your favorite show, you can change the priority for your series recordings.

      Complete the steps outlined below to change priority

      • Press the Menu key on your FiOS TV remote
      • Select DVR on the Main Menu
      • Select Manage Series Recordings
      • Navigate to a Recording from the list
      • Right Press OK and select Change Priority
      • Move the Title up and down on the scheduled recording list using the up and down arrow keys on your remote, then Press OK

      If there is a conflict among scheduled recordings, the priority list will be used to determine what gets recorded first.

       

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      37. How do I transfer a Scheduled Recording from One Video Media Server to Another?

      Recorded programs can be viewed on all TVs in your home that are connected to a Video Media Server or Media Client. As such, you will never be required to transfer a scheduled recording to make it accessible on a given TV. To access a recording from any of your TVs, you may however need to know which Media Server the program was recorded to.

       

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      40. I am unable to launch Video on Demand Programming. What do I do?

      This happens when all your DVR resources (tuners) are in use. There are two options:

      1. On your TV screen you will be prompted to stop an ongoing recording. Simply select one of the recordings in progress from the list and click OK to stop that recording. This will free up resources and to launch Video on Demand programming.

      2. IMG Screen Shot
        Or
      3. If you are no longer watching TV on any of the Media Clients connected to the Video Media Server where the conflict has occurred, you may turn that Media Client off to release DVR resources.

        Note: Even though you are no longer watching TV on the Media Client, a Media Client that is in a powered on state consumes a recording/viewing stream as it is tuned to the last viewed channel.


      You may also be unable to launch Video on Demand Programming if your account is at its maximum VOD credit limit threshold or you have entered the wrong Parental Controls/ Purchase Controls PIN. You may resolve your VOD credit threshold and PIN issues online at www.verizon.com.

      To change/reset Parental and/or Purchase PINs from your FiOS TV Interactive Media Guide follow the steps outlined below.

      To set up PIN and use Parental and Purchase Controls:
      1. Press the Menu key on your remote. The Main Menu is displayed on your TV screen.
      2. Highlight Settings and press OK/Select.
      3. Using the arrow buttons on your remote, highlight Systems and press OK/Select.
        Note: Depending on your remote control, you'll need to press either the OK or Select button to make a selection.
      4. Select Parental/Purchase and press OK/Select.
      5. Create or enter your 4-digit Parental Controls PIN. You'll then need to retype your PIN to confirm your selection.
      6. Select Parental Controls to turn them on.
      7. Select Purchase Controls to turn them on.
        • If you don't have a Purchase PIN established, you will be prompted to create one.
        • Select Use Parental PIN to use your Parental Controls PIN as your Purchase PIN or select Use Purchase PIN to use a different PIN for Purchase Controls
        • Once Purchase Controls are turned on, you will be prompted to enter your Purchase Controls PIN before making a purchase through your remote control.
      8. Select Age Preferences to set up age specific content blocks or Parental Preferences to block by content rating/channel/day/time or to control adult information.
        Important: Blocking any rating (such as TV-14) also automatically blocks all higher (more restrictive) ratings such as TV-MA.
      9. To disable parental controls, select Parental Controls: ON and select OFF
      10. To disable purchase controls, select Purchase Controls: ON and select OFF

      If the problem l persists, please try to reboot your Video Media Server and FiOS Broadband home router. If this does not resolve the issue, please contact us at 1.800.Verizon.

       

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      41. I am watching a program as it is being recorded. I am not able to change channels. What do I do?

      This can occur if all of your DVR resources (tuners) are in use. The following should occur:

      1. On Your TV screen, you will be prompted to free up a tuner. Simply select one of the programs currently being recorded and click OK to cancel that recording. This action will free up DVR resources and allow you to switch channels.
      2. Or
      3. If you are no longer watching TV on any of the Media Clients connected to the Video Media Server where the conflict has occurred, you may turn that Media Client off to release DVR resources.

       

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      42. I am unable to launch Widgets. What do I do?

      For Widgets to function properly, both your router and your Media Server must be connected to the In-Home Network. Please ensure that the FiOS Broadband Home router connections to the coax wall outlet are securely fastened, as depicted in the images below.

      Coax Eqipment

      Then reboot your FiOS router. To reboot your router:
      • On the back of your router, turn the power switch off.
      • After 5 seconds, turn the power switch on.
      • The lights on the front of the router should turn solid green.

      BHR Back View

      Next, please ensure that the Video Media Server connections to the coax wall outlet are securely fastened, as depicted in the images below.
      VMS Back View

       

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      43. I am getting an Error Message that says “Verizon Media Client not authorized”.

      You may be seeing this message because:

      • You are trying to activate a Media Client that was not provided for or provisioned on your account or
      • Your account was previously cancelled and not fully restored and the Media Client is in deactivated status.

      Please try to reboot your Media Clients and Video Media Server by turning each one off and then on. If this does not resolve the issue please contact us at 1.800.Verizon.

       

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      44. Why are my channels changing slowly on my Media Client?

      When you watch live TV through the Media Client, there is a very slight delay (up to 3 seconds) for setup and buffering. This delay is normal, but if you are experiencing a delay of more than 3 seconds try rebooting the Media Client. To reboot the Media Client, press and hold the power button for 5 seconds.

       

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      45. There is no Video Output on the Media Client. What do I do?

      Please take the following steps:

      1. Verify that the Media Client is powered on.
      2. Verify all cables are correctly connected.

       

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      46. I have a Standard Definition TV. Picture does not fit screen or appears distorted. What do I do?

      We recommend the below settings when connecting your Standard Definition TV to the Media Server or Media Client.

      Video Format Settings

      1. Press the Menu key on your FiOS TV remote
      2. Select Settings on the Main Menu
      3. Select Video Settings
      4. Select Video format
      5. Select 480i 4:3 or 480p 4:3

      TV Type Settings
      1. Press the Menu key on your FiOS TV remote
      2. Select Settings on the Main Menu
      3. Select Video Settings
      4. Select TV Type
      5. Select 4:3 Letterbox or 4:3 Pan Scan

      Guide Settings
      1. Press the Menu key on your FiOS TV remote
      2. Select Settings on the Main Menu
      3. Select Video Settings
      4. Select Graphic Settings and press OK
      5. Select Standard, Press OK. Your Set top box will restart to initiate the new guide setting.

       

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      47. How can I get help for my FiOS Quantum TV service?

      If you experience service related issues, you can access the In Home Agent on your FiOS TV Menu to troubleshoot most service related issue.

      To launch In Home Agent

      • Press the Menu key on your FiOS TV remote
      • Select Customer Support on the Main Menu
      • Select In Home Agent

      You can also go to www.verizon.com or call Verizon at 1-800-VERIZON. You may report a service issue 24 hours/day, 7 days/week.

       

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      Billing FAQs

      48. Why am I charged a fee to upgrade to FiOS Quantum TV?

      There is a one-time fee to upgrade your service to FiOS Quantum TV. You were informed of this fee at the time of ordering the service. The reason we charge this fee is because the FiOS Quantum TV equipment is more advanced and therefore more expensive. This fee is a non-recurring charge billed at one time.

       

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