Troubleshooting

On Demand programming

If you experience problems accessing On Demand programming or placing a pay-per-view (PPV) order, try the following to resolve:

Unplug your router for 30 seconds, plug it back in and try viewing again
If you have a network interface module (NIM) at your location, make sure it is plugged in and all connections to it are secure
Check your router to make sure all connections are correct and secure
Make sure you have the necessary subscription level to view the desired On Demand programming (e.g., some programs require a premium subscription)
If you have a Voice over IP (VoIP) router, make sure the router Verizon provided you is connected before the VoIP router (not doing so can degrade the quality of both your On Demand and internet service)

If you still can’t access the desired On Demand program or place a PPV order, the following factors might be preventing your access:

Parental controls: When parental controls are enabled, you will need to enter your PIN to view or purchase certain programs
Credit limit or fraud block: Verizon restricts additional rentals when credit limits are reached or a fraud block is placed on an account (if this happens, contact the Usage Verification Center at 866.266.3424)

You can also fix some On Demand issues by using your Fios remote to navigate to Menu > Customer Support > Top Support Tools > Fix Fios TV Issues and then following the onscreen prompts.

Appearance or quality of picture

If you are experiencing problems with the quality or appearance of your Fios TV picture, try the troubleshooting steps in the applicable sections below before contacting Verizon for help.

Grainy picture.

Check if other TVs connected to different outlets also have a grainy appearance (if they do, contact Verizon)
Make sure the TV and VCR are set to channel 3 or 4 (If changing the channel on the device doesn’t eliminate the problem, try changing the channel using the device's remote control)
Check the equipment connections
1. If you have a DVD player or VCR connected to the TV, try playing a movie to see if you experience the same problem
2. If the problem continues, disconnect the DVD player or VCR from the TV and reconnect, making sure the connection is tight

No picture.

Make sure the TV’s power is on
1. Press the TV’s power button
2. Ensure that the TV’s is firmly plugged into a working power outlet
3. See if the power outlet is controlled by a wall switch. If so, turn on the wall switch
Use the TV remote to set the channel to 3 or 4
Check that your set-top box is plugged in and turned on
Verify that other electrical equipment in your office is working. If they aren't, you might be experiencing a power outage

If you still have no picture, the problem might be with your TV. In that case, review your TV’s user guide or contact your TV’s manufacturer for help.

Blue screen.

Change your VCR’s channel to 3 or 4
1. Most blue-screen issues are caused by the VCR not being set to channel 3 or 4
2. If changing the VCR’s channel using the channel buttons on the VCR or from the VCR remote control doesn’t fix the problem, go to step 2
Make sure your TV is not in video mode. You can change your TV’s mode using your TV remote control in three different ways
1. Press the Mode button, toggle through the options and select TV
2. Press the Video button to change your TV’s mode from Video to TV
3. Press Menu, locate Mode or Audio/Video setup and select TV from one of the options. If you are not sure how to change your TV’s mode, see your TV's user guide for more information
See if your set-top box is plugged in and turned on
See if other TVs connected to different outlets have a blue screen. If they do, contact Verizon

Wavy, zig-zag or horizontal lines.

Check your equipment connections by disconnecting your VCR, DVD, set-top box or other equipment, and then reconnecting it with a tight connection
Check your equipment cable connections behind your TV to make sure they are tight
See if other TVs connected to different outlets have the same problem. If they do, contact Verizon

Green, red or washed-out appearance.

See if the color issue appears on VCR tapes/DVDs or on other channels
1. If so, adjust the color on your TV set using the access panel under the TV screen, on the back of the set or even via the TV remote control
2. If you are not sure where your color adjustment panel is, review your TV’s user guide or consult the manufacturer
If the color issue only appears on one channel and not on VCR tapes or DVDs, contact Verizon

Border around a small picture

If your picture has borders on the top and bottom, and the borders go away when you change the channel, the program you are watching is being aired in letterbox format.

If your picture is distorted, see if it continues to be distorted when you play a VCR tape or DVD. If it continues to be distorted, you are likely experiencing an issue with your TV equipment. In this case, contact your TV’s manufacturer or review your TV’s user guide for help.

If these issues persist, contact Verizon.

Pixelation or tiling.

Loose connections can cause the TV picture to tile or pixelate. For each affected set-top box:

Remove and reconnect the coaxial connections between your set-top box, TV equipment and wall connection
Make sure all connections are securely fastened
Inspect the coaxial cable for any obvious damage that could cause a loss in signal strength

If the issues persist, contact Verizon.

Low sound

Sound problems can be often caused by how volume settings have been configured in your interactive media guide. To check the volume settings, complete the following steps:

Press the Menu button on your remote control
Scroll down and highlight Settings
Press the Right arrow key to view the sub-menu and highlight Audio
Press the Right arrow key to highlight Set-Top Box Volume
Press OK to launch the audio volume control
Press the Up or Down arrow keys to increase or decrease the volume
Press OK once you reach your desired audio level

If these steps don’t resolve your audio issue, the problem may be with your TV set. Please refer to the user guide that came with your TV for help.

No sound

Follow the troubleshooting tips below to diagnose your audio issue.

Is the issue limited to one channel?

The channel you are trying to view could be having temporary difficulties. Wait a while and see if the audio returns.

Is the Mute button on?

Press the Mute button on your Fios TV remote control to see if the audio returns.

If you control audio volume from another device, like your TV or an audio receiver, press the Mute buttons on those remote controls to make sure the Mute button hasn't been accidentally activated.

Did you check the audio volume?

Check to make sure the audio volume has not been turned down. You can check the volume by accessing the volume settings in your media guide.

If you control audio volume from your TV, use the remote control that came with your TV to make sure the audio level has not been accidentally turned down.

If you control audio volume from an audio receiver, select the appropriate input device and use the remote that came with your audio receiver to make sure the audio has not been accidentally turned down.

Did you check the audio cables?

Check the audio cables to make sure they are firmly connected to your equipment. If you suspect the cause may be a damaged audio cable, try replacing the cable if possible.

Did this issue occur after disconnecting or adding new devices to your TV setup?

Verify that your audio cables are wired correctly and that you are using the appropriate cables. Take a look at the online wiring diagrams for further help.

To find the wiring diagrams for your set-top box or DVR, view its user guide on the Fios TV Equipment support page.

For more help with troubleshooting Fios TV equipment, view the equipment’s associated user guide on the Fios TV Equipment support page.

Additional support

Visit our Customer Learning Portal for even more training and resources related to Verizon Business products, systems and tools.

Open portal