Set Top Box Frequently Asked Questions
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Video Issues
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Media Guide Issues
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Audio Issues
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Video On Demand Issues
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Multi-Room DVR Issues
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What are Video Settings?
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Video settings let you modify a variety of video-related options on your FiOS TV.
Video Settings Menu
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To access Video Settings
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Press the Menu button on your remote control.
1. Select Settings.
2. Select Video Settings.
3. Select Video Format.
4. From this screen you can access a variety of video settings.Video Format - Lets you choose the video resolution and aspect ratio use by FiOS TV. The setting you choose will depend on the capabilities of your TV. Generally the higher video resolution, the better quality picture you will have. The 4:3 aspect ratio is for Standard Definition while the 16:9 ratio is used for HD viewing.
Video in Background - Lets you choose how you want the Media Guide to display when you are scrolling through the menu system. Options are:
- Show Video Window - This shows the video of the current channel in a small box in the IMG as you scroll through the menus.
- Use Transparent IMG - This overlays the IMG transparently over the video window so you can see through the IMG to the video playing behind it.
RF Channel - Used on a standard Set-Top Box to specify which TV channel to use to view coaxial output. Available options are Channel 3 or 4.
SD Override - If you can view FiOS TV in HD, you can set the SD Override setting to determine how SD channels are displayed on your TV. Available options are:
- 480i
- 480p
- Stretch
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How do I change the video format settings?
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Video format settings let you choose the aspect ratio of the video for advanced receivers (advanced receivers are models 6200 or better). You can choose between 4:3 (standard) or 16:9 (Cinema) mode.
To change the video format settings on your advanced receiver:
1. Press the Menu button on your remote.
2. Select Settings.
3. Select Audio & Video.
4. Select Video Format.
5. Select the appropriate format that you want to use.Note:
Currently, the highest resolution possible for broadcast TV is 1080i.See Also:
Understanding Display Resolutions -
No Video on TV
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There are several reasons why you may not be receiving video reception ranging from an electrical issue to an incorrect channel setting. If you use an HDMI connection, your TV and Set-Top Box may have become unsynchronized.
Follow the instructions below that apply to your issue.
Condition Example Troubleshooting Black Screen
(No Reception)
Blue Screen
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I have an HDMI connection
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If you are using HDMI cables, check to make sure your TV and Set-Top Box have not become unsynchronized.
Re-synchronize your TV and Set-Top Box:
1. Turn off your TV, then turn off your Set-Top Box.
2. Turn the Set-Top Box back on, then turn the TV back on.
Your TV and Set-Top Box should now be working properly. -
Why does the screen display as black with "0:00" appearing in the LED window?
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This condition occurs if you are attempting to play an HD recorded program from an SD Set-Top Box. To watch an HD recorded program you must do so from an HD Set-Top Box.
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Why can't I see program information for some programs?
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Sometimes program information for a specific program will be limited or not available.
If there is program information viewable in the TV Listings for a program, you can see it by pressing the Info button on your remote control.
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Why can I hear audio even though the mute icon appears on the TV screen?
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This can occur if you are using HDMI cables. To avoid this you can:
- Use the volume from your TV instead of the Set-Top Box.
- Swap your HDMI cable with a component cable set up.
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Why can't I read the text on a VOD program after viewing it?
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If you bookmark a VOD program and then play the program, afterwards a text overlay can occur if there are more than two bookmarked VOD programs. The overlay causes the text to be unreadable.
Press the Up button then the Down button to return to the program. The text becomes readable again.
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Multi-Room DVR Menu
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If you are a Multi-Room DVR customer and do not see the Multi-Room DVR menu on your Set Top Box, reset all affected Set Top Boxes in your home.
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Troubleshoot Multi-Room DVR
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Here are some common questions that may help troubleshoot your Multi-Room DVR issue:
- With Multi-Room DVR, can I record programs from any STB in my home?
You can only record programs from the main DVR hub. You can watch recordings on any other STB in your home. However, to watch programs on a 2500 model STB, they must be recorded in Standard Definition from your DVR. The 2500 Series of STBs cannot view High Definition recordings. However, you can watch HD recorded programs if you have an HD model Set-Top Box.
- How can I set parental controls on the programs my kids access in their bedrooms from the DVR in our family room?
Parental controls cannot be set on the non-DVR set-top boxes to restrict playback of specific ratings or channels from the main DVRs Recordings list. If the non-DVR set-top box is a standard definition box, it will only have full access to all standard definition recorded content on your main DVR.
The only way you can restrict playback would be to establish a PIN through the main DVR that would prevent access to recorded TV from all non- DVR set-top boxes
The following steps can be followed to establish a PIN for your non-DVR set-top boxes:
1. Select Settings from the Main Menu on the set-top box.
2. Select Parental Controls.
3. Enter the PIN to be used to protect MR-DVR access.
4. Press Next.
5. Press OK 5 times over the next few screens until the MR-DVR Block screen is displayed.
6. Select Block MR-DVR.To confirm the setting:
1. Go to Recorded TV.
2. Select any show. The PIN screen is displayed.
3. Enter the PIN. The recorded show is unblocked.See Also:
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What is Multi-Hub DVR?
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Multi-Hub DVR is a feature of the Multi-Room DVR service that extends multi-room flexibility to households that have more than one DVR. With Multi-Room DVR, one DVR acts as the "Hub" DVR while other DVRs are Terminal DVRs. Regardless of which type of DVR has recorded programming, you can view recorded shows from any Set-Top Box in your home.
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Is there a monthly service charge for Multi-Hub DVR?
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There is no monthly service charge for Multi-Hub DVR as long as you are a Multi-Room DVR subscriber
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What do I need to subscribe to Multi-Hub DVR Service?
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You need two or more DVRs and must subscribe to the Multi-Room DVR service
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What are the differences between Multi-Room DVR and Multi-Hub DVR?
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Multi-Room DVR is primarily used if you have a single DVR and at least one non-DVR Set-Top Box. Multi-Hub DVR is used when you have at least two DVRs and typically one or more Set-Top Boxes.
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Do Terminal DVRs have the same functionality as Hub DVRs?
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From a Terminal DVR you can play or delete recordings that reside on the Hub DVR. However, if a particular recording has been marked protected on the Hub DVR then it cannot be deleted through a Terminal DVR.
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Is Multi-Hub DVR available where I live?
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Verizon is rolling out Multi-Hub DVR over the next several weeks to all FiOS TV service areas.
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How will I know when Multi-Hub DVR is available where I live?
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If you currently have Multi-Room DVR service and more than one DVR, the process should be seamless. You just need to ensure that your DVRs have been named in the FiOS TV Interactive Media Guide (IMG).
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How do I access my DVRs from other Set-Top Boxes in my home?
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You can access your DVRs through the FiOS TV Media Guide from other Set-Top Boxes. However, you first need to be sure that you have named each DVR from that particular DVR.
Follow the procedure below for all DVRs that you have not named:
1. Press the Menu button on your remote control.
2. Select Settings, then select DVR.
3. Select Multi-room Settings and the select Name this DVR. The Name Your STB menu appears.
4. You can either select an existing name or enter a custom name for this DVR.
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Why does the screen go black when trying to watch a recorded program?
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The screen goes black if you are trying to watch a recorded program on a Standard Definition (SD) Set-Top Box and the program was recorded in High Definition (HD).
If this occurs, you'll see the previously tuned channel re-appear after about 30 seconds.
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Is TiVo compatible with Fios TV?
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TiVo® is compatible with Fios TV. You can use a Set-Top Box or a CableCard for your TiVo device.
With a Set-Top Box you receive all the FiOS TV features.
If you use a CableCard, certain Interactive Media Guide, Widget, and VOD services will not be accessible.
See also
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Setting the receiver to display the clock
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1. Press the Menu button on your remote control.
2. Select Settings.
3. Select Set-Top Box.
4. Select Front Display and Press OK.
5. Select Show Clock.You will see a checkmark next to Show Clock.
Note: When you change channels, the front panel displays the channel number briefly before going back to the clock.
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Set The Clock Receiver
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The clock on your FiOS TV receiver is set automatically from our servers. There is no need for you to set the clock. The receiver clock also automatically adjusts accordingly for regions that follow Daylight Savings Time.
To set your receiver to show the clock:
1. Press the Menu button on your remote control.
2. Select Settings.
3. Select Set-Top Box.
4. Use the right-arrow button to highlight Front Display.
5. Press OK to show the clock.
6. Select Show Clock and press OK.
The front panel of your receiver now shows the clock time rather than the channel currently being viewed.
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Set-Top Box software updates
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A recent change to your FIOS TV service requires that software updates be delivered to your Set-Top Box(es) so the new services are available to you.
These software updates are automatic except in the case where a Set-Top Box is turned off or disconnected. Follow the steps below to ensure all Set-Top Boxes at your location are updated to include your new services.
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Get Set-Top Box software updates
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1. Check that all your Set-Top Boxes are connected and turned on.
2. Once the Set-Top Boxes are turned on, wait for approximately 20 minutes. During this time the Set-Top Boxes will be detected and required software updates will be delivered.
3. Your new services should now be available on all your Set-Top Boxes.
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I tried Verizon Troubleshooter but my equipment is still broken
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Contact us for further assistance. Verizon support staff can do further analysis to diagnose your issue.
If your Verizon support representative cannot fix your equipment, they will determine if the Set-Top Box needs to be replaced or if a technician needs to be dispatched to resolve the issue.
If necessary, they will send replacement equipment to you by mail which you will receive within 24-72 hours. Equipment by mail is ready to plug and play. There will be a return receipt inside which lets you package and return the defective equipment to Verizon at no cost to you.
If you prefer to drop the defective equipment off instead of scheduling a pick-up, you can take the unboxed Set-Top Box to Mail Boxes Etc. or
UPS Store the nearest . They will box and ship the equipment back to Verizon at no cost to you.
If you cannot schedule a pick-up or there is no Mail Boxes Etc. or UPS store near your location, you can bring the defective Set-Top Box to one of the specially designated Verizon FiOS TV locations.
Important: You will not be able to pick-up a new Set-Top Box to replace the defective Set-Top Box at any Verizon location. You must speak to a Verizon support representative at 1-800-VERIZON to ensure that any promotions or special offers associated with your current equipment are forwarded to your replacement equipment. -
Small Business Fios TV Troubleshooters
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Verizon Troubleshooters are not available for Small Business Fios TV customers at this time. We apologize for the inconvenience. Please try one of these alternatives to resolve your issue:
- Ask Verizon get instant answers from our automated agent
- Contact Us Technical support, product inquiries, billing, repair, and more
- Fios TV Fix a Problem section Top solutions to Fios TV issues, new customer help, tutorials and more