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FiOS Mobile FAQs Thank you for being a FiOS customer. Below is a list of Frequently Asked Questions to help you navigate the FiOS Mobile application.

Watch Now: In Home
Watch Now: Out Of Home
Using FiOS Mobile Early Access
My Library
My Bookmarks
DVR
Remote Control
On Demand
DVR
TV Listings
Parental Controls
Closed Captioning / SAP
Account / Login
Troubleshooting


Watch Now: In Home

With the FiOS Mobile app, you can watch select live streaming channels while in your FiOS home. All you need is a subscription to both FiOS TV and FiOS Internet to start watching!

PLEASE NOTE: For an optimal Live TV viewing experience, we recommend at least a Wi-Fi connection for your mobile or tablet device, or a high bitrate 3G/4G LTE network connection. Lower bitrate network connections may result in buffering or loading issues while viewing streaming video.

How do I watch live TV on my mobile or tablet device?
  • It’s easy to start watching select live streaming television channels* on your mobile or tablet device using your home network and your FiOS services. If you already subscribe to both FiOS TV service and FiOS Internet service, simply go to the Watch Now menu in the FiOS Mobile app and select a channel to begin streaming it from anywhere in your home. *Not all channels in the FiOS TV lineup are available at this time.
  • Not sure exactly what you want to watch? Browse the channel selection using the genre filters at the top of the screen (All Categories, Movies, TV Shows, News, Sports, and Kids). It’s a quick and easy way to find something that interests you and is available for immediate viewing.
  • Don’t forget, you must be subscribed to the selected channel in your FiOS TV channel package in order to enjoy it on your mobile or tablet. To check your channel package subscriptions, go to myverizon.com and sign in. You can also add channels and upgrade your channel package from My Verizon or directly from your FiOS TV Set Top Box by tuning to the channel and following the on-screen instructions.
  • Please note that certain programs shown on Live TV channels may display an HD logo, but due to the manner in which the content is delivered to your device, the video may not display in full HD resolution.

Why can’t I watch all my FiOS channels on my mobile or tablet device?
  • Not all of your FiOS channels are available for live viewing from the FiOS Mobile application. As always, Verizon is working on improving your TV watching experience, and will continue to add new channels, both in and out of home, as this application develops over time. So rest assured that if you are looking for additional channels, we are adding them soon!

Sometimes I select a category, like Kids or Sports, and different channels show up than last time. What’s going on?
  • The Watch Now guide filters channels by the genre of the program that’s playing at the current time. So a channel will only show up if it happens to be airing a program that falls under the category you have selected. If the channel is not airing a program that falls under that category at this time, it will not show up in the filter.

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Watch Now: Out of Home

With the FiOS Mobile app, you can watch select live streaming channels while outside of your FiOS home. Please note that certain channels you can watch while in home may not be available while out of home. All you need is an Internet connection while you’re on the go!

PLEASE NOTE: For an optimal Live TV viewing experience, we recommend at least a Wi-Fi connection for your mobile or tablet device, or a high speed 3G/4G LTE network connection. Lower bitrate network connections may result in buffering or loading issues while viewing streaming video.

How do I watch live TV on my mobile or tablet device?
  • It’s easy to start watching select live streaming television channels* on your mobile or tablet device using any Internet connection. If you already subscribe to FiOS TV service, simply go to the Watch Now menu in the FiOS Mobile app and select a channel to begin streaming it from anywhere while on the go. *Not all channels in the FiOS TV lineup are available at this time.
  • Please note that certain channels you can watch while in home may not be available out of home.
  • Not sure exactly what you want to watch? Browse the channel selection using the genre filters at the top of the screen (All Categories, Movies, TV Shows, News, Sports, and Kids). It’s a quick and easy way to find something that interests you and is available for immediate viewing.
  • Don’t forget, you must be subscribed to the selected channel in your FiOS TV channel package in order to enjoy it on your mobile or tablet. To check your channel package subscriptions, go to myverizon.com and sign in. You can also add channels and upgrade your channel package from My Verizon or directly from your FiOS TV Set Top Box by tuning to the channel and following the on-screen instructions.
  • Please note that certain programs shown on Live TV channels may display an HD logo, but due to the manner in which the content is delivered to your device, the video may not display in full HD resolution.

Sometimes I select a category, like Kids or Sports, and different channels show up than last time. What’s going on?
  • The Watch Now guide filters channels by the genre of the program that’s playing at the current time. So a channel will only show up if it happens to be airing a program that falls under the category you have selected. If the channel is not airing a program that falls under that category at this time, it will not show up in the filter.

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Using FiOS Mobile Early Access

Just signed up for FiOS? Congratulations and welcome! We are pleased to offer you a sneak peek of the great programming you are about to receive with Verizon FiOS TV. You can access it from your eligible smart phone or tablet through your FiOS Mobile app, anytime and anywhere.

How do I use the FiOS Mobile app while waiting for my FiOS home installation to occur?
  • Customers who have recently signed up for FiOS service but are still waiting for their FiOS installation to be completed can access select content via the FiOS Mobile App, which can be downloaded from the app store.
  • While you are waiting for your FiOS TV service to be installed, you can view select live TV channels as well as free and select subscription On Demand titles. You will also have the ability to browse the FiOS On Demand library. This is a just a sample of the great programming that will be available after your FiOS home installation.
  • Select features that require the use of a Set Top Box or FiOS home router, such as DVR management, remote control, and On Demand purchase and rental, will be available after your home installation is complete.

How do I use the FiOS Mobile app after my FiOS home installation is complete?
  • After your FiOS home installation, you will be able to use all the features of the FiOS Mobile app:
    • Additional live TV channels while in and out of your FiOS home
    • Manage your DVR remotely
    • Use your device as a remote control on any HD Set Top Box
    • Purchase and rent On Demand titles on your Android device, myverizon.com, or your Set Top Box

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My Library

Buy or rent popular and new release movies & TV shows and watch them on myverizon.com, or your mobile phone, tablet, or FiOS TV Set Top Box!

PLEASE NOTE: For an optimal FiOS On Demand viewing experience, we recommend at least a Wi-Fi connection for your mobile or tablet device, or a high bitrate 3G/4G LTE network connection. Lower bitrate network connections may result in buffering or loading issues while viewing streaming video.

What is My Library?
  • Any FiOS On Demand title you buy or rent instantly shows up on the rest of your FiOS On Demand authorized devices, providing those devices are connected to the Internet. You may be required to refresh your library to view the updated list.

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My Bookmarks

See a movie or TV show that catches your eye while browsing the On Demand library? Use a Bookmark to save your favorites and come back to them later for quick and easy access.

What is a Bookmark?
  • Bookmarks allow you to easily save titles for later while you are browsing the FiOS On Demand catalog.

How do I add a Bookmark?
  • When you select a TV show or movie that you like or are interested in watching later, you will see a button to Bookmark the title. Tap the Bookmark button, and the title will automatically be added to your Bookmarks list. This list will be instantly updated and retained across all your FiOS On Demand authorized devices that are connected to the Internet. You may be required to refresh your library to view the updated list on other devices. You can view your bookmarked titles at any time from the My Bookmarks menu.

How do I delete a Bookmark?
  • From the program info page on a select TV show or movie, or from the Bookmarks menu, simply tap the Remove Bookmark button.

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DVR

If you have one or more DVRs in your home, you can use the FiOS Mobile app to manage your recordings and schedule your DVR from anywhere!
  • To upgrade your service to include a DVR Set Top Box, please go to: http://verizon.com/myservices
  • Click on Add/Return Equipment under TV Account Actions. If you are exchanging equipment, do not forget to check "Yes, I want to return some equipment" at the top of the form and we will send you a postage-paid box to easily return the old Set Top Box.

Can I watch my DVR recordings from my mobile or tablet device?
  • Yes, Fios Quantum TV & Internet customers can watch recorded DVR content through supported devices using the Fios Mobile app. Instructions on how to activate your device are located at Fios Quantum TV Mobility.


  • Don’t have Quantum TV or Internet? Go to verizon.com/quantumtv to learn more. Want to get Fios Mobile? Go to verizon.com/fiosmobile.

Is the DVR management feature supported by a non-Verizon provided router?
  • No, only Verizon provided routers are supported to work with the DVR management feature at this time.

I have a DVR but receive a "Set Top Box is not responding" message when I try to access my DVR through the Verizon FiOS Mobile app or through the FiOS TV Central website. What do I do?
If your DVR information is not appearing, please check the following:
  • Are there other DVRs in your home that you can try to connect to? If one works while the other does not, you may have an equipment issue with that particular DVR.
  • Are you able to access and control your DVR from my.verizon.com/tv or verizon.com/fiostv/web? If not, there could be a connectivity issue between our remote DVR servers and your home setup. Please use the Send Feedback option in the FiOS Mobile app to let us know about this issue.
  • Are you using a Verizon-provided router with all the settings still intact? If you are using a third party router, this feature may not work.
  • Are you using a firewall or have you specifically blocked all the ports on your router? If so, that may cause connectivity issues as well.
  • You may need to refresh the connection between your device and your Set Top Box. This can be done using the Caller ID tool in the IMG (even though you may not be experiencing a Caller ID related problem). To do this, press the Menu button on the remote control for your Set Top Box. Go to Customer Support and select Phone, then Caller ID Troubleshooting. Follow the onscreen prompts. This troubleshooting tool will refresh the connection between your device and your Set Top Box. When the tool has completed, return to the app on your device and retry your previous action.
  • If you have verified your router configuration is correct with no non-standard configurations and your service is still not working, please try the following steps:
    • Unplug your Verizon router and plug it back in.
    • When all of lights on the router come back on, reboot the Set Top Box. You can do this by unplugging it and plugging it back in, or by going to Main Menu > Customer Support > Top Support Tools > Reboot Set Top Box.
    • If the reboot is unsuccessful in solving the problem, please use the Send Feedback option in the FiOS Mobile app to let us know about the issue

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Remote Control

Lost your FiOS TV remote? Tired of fighting for control of what to watch? The FiOS Mobile app lets you use your mobile phone or tablet as a remote control for any HD Set Top Box in your home when connected to your FiOS home router.

How do I connect my device with my Set Top Box?
  • The FiOS Mobile app will ask you to sign in using your Verizon User ID and Password. Once you are signed in, the app will automatically recognize all Set Top Boxes on your account. From there, you can simply select the remote control icon in the upper right hand corner of the app to begin using your device as a remote control. NOTE: Your device should also be connected to your FiOS home router. If you have more than one router in your home, be sure to connect to the same router that your Set Top Box is on.

My device won’t recognize my Set Top Box even though I am signed in.

Try the following steps:
  • Reboot the Set Top Box. You can do this by unplugging it and plugging it back in, or by going to Main Menu > Customer Support > Top Support Tools > Reboot Set Top Box.
  • Wait until all channels show up in the guide on the TV.
  • Completely close the FiOS Mobile app on your mobile or tablet device.
  • Re-launch the FiOS Mobile app on your device (please note that it may take up to 20 seconds for the device to recognize your Set Top Box).
  • Your device should now recognize your Set Top Box.

If that did not work, there are a few possible reasons for having trouble communicating with your HD Set Top Box.
  • Your device could be connected to another router. Please check to make sure your mobile or tablet is connected to your Verizon FiOS router and not a secondary router that may be connected to the LAN port of your FiOS router.
  • You may not be signed in to the FiOS Mobile app. Please go to Settings and make sure that you are signed in using your Verizon User ID and Password. This will allow the app to automatically detect the Set Top Boxes on your account.
  • Your Set Top Box could be offline or not responding. Please try restarting the Set Top Box by unplugging it and plugging it back in to re-establish its network connection.
  • Your Wi-Fi connection could be out of range. You may want to move your Wi-Fi router so that it is closer to your FiOS TV, and therefore, your device.
  • Your Wi-Fi router could be offline. Please try restarting the Wi-Fi router to re-establish its network connection.

How do I use the app to control another Set Top Box in my home other than the one I am currently connected to?
  • Select the remote control icon from TV Listings in the FiOS Mobile app. You should see all the available Set Top Boxes in your home. Select the one you wish to connect to. Please note that it may take up to 20 seconds for the device to recognize your Set Top Box. Once it is recognized, you will see the name of the Set Top Box next to the remote in the upper right corner of the screen.

Why won’t this app work with my standard definition (SD) Set Top Box?
  • Standard definition Set Top Boxes do not have the technical specifications to run our remote control app.
  • To upgrade your service to include an HD Set Top Box, please go to: http://verizon.com/myservices
  • Click on Add/Return Equipment under TV Account Actions. If you are exchanging equipment, do not forget to check "Yes, I want to return some equipment" at the top of the form and we will send you a postage-paid box to easily return the old Set Top Box.

How can I adjust the volume of my Set Top Box?
  • Press the Vol + or Vol - button on the remote control in the FiOS Mobile app to adjust the volume on your HD Set Top Box.
  • If you’re having trouble adjusting your volume and the Set Top Box is not responding to your commands, you may need to alter your Set Top Box settings. To do this:
    • Press Menu.
    • Navigate to Settings, then Audio & Video, then Audio, then Volume Control.
    • Select Variable and press OK.
    • You should now be able to adjust your HD Set Top Box volume with the FiOS Mobile app.

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On Demand

Buy or rent popular and new release movies & TV shows and watch them on myverizon.com, or your mobile phone, tablet, or FiOS TV Set Top Box!

PLEASE NOTE: For an optimal FiOS On Demand viewing experience, we recommend at least a Wi-Fi connection for your mobile or tablet device, or a high speed 3G/4G LTE network connection. Lower bitrate network connections may result in buffering or loading issues while viewing streaming video.

How does FiOS On Demand work?
  • Any FiOS On Demand title you buy or rent instantly shows up on the rest of your FiOS On Demand authorized devices, providing those devices are connected to the Internet. You may be required to refresh your library to view the updated list.

What is the difference between buying and renting a FiOS On Demand title?
  • When you buy a FiOS On Demand title, you pay once and can then access the title an unlimited number of times over an indefinite period of time, free from the common problems of regular DVDs (i.e. scratches, dirt, or smudges) that affect viewing quality.
  • When you rent a FiOS On Demand title, you pay once and can then access the title and start playback within a 30 day period. Once you download the title to your portable device, or press Play in the Video On Demand section on your TV, you have 24-48 hours (depending upon the title) to finish watching it.
  • The ability to download the rented title is disabled either after 30 days or 24-48 hours after the first playback, whichever occurs first.
  • Titles that have already been downloaded will no longer be playable after the rental period has expired.

What happens to the FiOS On Demand titles I rent or purchase if I move away or leave Verizon?
  • Rental titles that have already been downloaded will no longer be playable after the rental period has expired.
  • You can still view FiOS On Demand titles you have purchased after you disconnect your Verizon services as long as you maintain your My Verizon User ID and password.
  • You can access these titles on authorized supported devices (visit verizon.com/fiostv for a list of supported devices) such as mobile phones, tablets, smart TVs, smart Blu-ray players, or verizon.com/ondemand

How do I access my FiOS On Demand content on a mobile or tablet device?
  • To access your FiOS On Demand content on a mobile or tablet device, you will need to authorize it as one of your allotted FiOS On Demand devices. When you attempt to access a FiOS On Demand title on your device, you will first be prompted to authorize the device if it is not yet authorized. Upon authorization, the device will then occupy one of your allotted FiOS On Demand device spots.
  • To authorize or de-authorize a mobile or tablet device manually, open the FiOS Mobile app on that particular device, go to Settings, and then go to Device Management. You will see the appropriate options for your device.

How many devices can I authorize to use with FiOS On Demand?
  • You can add up to four of any of the following devices (in addition to your FiOS TV Set Top Boxes; all Set Top Boxes in your home count as one device):
    • Mobile Phone (supported Apple and Android models)
    • Tablet (supported Apple, Android, and Kindle Fire models)
    • Smart TV such as Samsung or LG (supported models)
    • Samsung Smart Blu-ray Players (supported models)
    • Web Browser on PC or Laptop (via myverizon.com)
  • After reaching the limit of four devices, you will be required to de-authorize an existing device before you can add a new one.
  • You are only permitted to de-authorize two FiOS On Demand authorized devices per account per calendar year. You are only permitted to de-authorize and reauthorize the same FiOS On Demand authorized device two times within a calendar year.
  • If you replace your mobile or tablet device, you will need to de-authorize your old device and then add the new one as one of your FiOS On Demand authorized devices.

Is there a wireless data charge to stream or download a FiOS On Demand title to my device?
  • FiOS On Demand titles can be streamed or downloaded on your mobile or tablet device over a Wi-Fi network without incurring a wireless data charge.
  • If you choose to stream or download a title over 3G or 4G wireless networks, any applicable wireless data charges will apply.
  • You do not need wireless data to view FiOS On Demand titles that have been downloaded to your device.

Why can’t I purchase or rent FiOS On Demand titles on certain devices?
  • Certain devices, such as iPhones, iPads, and Kindle Fire tablets, are view-only. This means that you can purchase or rent FiOS On Demand titles via other access points like your Set Top Box or myverizon.com website, and then watch them on these devices, but you cannot make purchases or rentals directly through these devices.
  • If you are using the FiOS Mobile app prior to your FiOS home installation, you may also be restricted on Android devices as well. Rest assured that once your FiOS installation is complete, you will be able to purchase or rent On Demand titles. We simply need to set up your FIOS home equipment before you can do so.

Why can’t I watch my FiOS On Demand content on first generation iPads?
  • Due to technical constraints, FiOS On Demand playback is not supported on iOS 5.1, which is the highest supported operating system for first generation iPads. At this time, there is no workaround for this restriction, although first generation iPads can still use all other features of the FiOS Mobile app, such as live TV, DVR management, and remote control functionality.

Why can’t I download FiOS On Demand content to my iPod?
  • The FiOS Mobile app offers limited support on Apple iPods at this time. Currently there is a known issue where downloaded FiOS On Demand content causes the FiOS Mobile app to freeze on iPods. We apologize for this inconvenience and are working to fix the issue.

What do I do if I have a question about a FiOS On Demand charge?
  • You can call your local Verizon billing office to speak with a billing representative. The team is happy to answer your questions.

What if I mistakenly purchase the wrong FiOS On Demand title, or the incorrect version?
  • FiOS On Demand titles are not eligible for refunds. You will be alerted at each stage while making a purchase in the FiOS On Demand store. Please ensure that you have selected your intended choice in the correct format before you confirm your purchase or rental.

How do I prevent others from buying FiOS On Demand titles on my account?
  • The FiOS Mobile app will prompt for your My Verizon password each time you attempt a FiOS On Demand transaction. Please do not share your password with anyone. For your protection, Verizon advises you to change your passwords frequently. Choose a password that is easy to remember but difficult for others to guess.

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TV Listings

Use the TV Listings to see what’s airing at any time on FiOS TV. TV Listings are ordered by channel and color coded so you can easily find what you are looking for. Use the additional HD, Live TV, and Favorites filters to quickly change your view, or use the Go To / Jump To controls to quickly jump to a specific channel or date/time.

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Parental Controls

How do I use Parental Controls for live TV?
  • Parental Controls are available from the Settings menu in the FiOS Mobile app, and allow you to block currently airing programs by rating based on age category. Simply select the age category that is appropriate for your household (All Ages, Ages 7+, Ages 13+, Ages 17+, Ages 18+) and make sure the slider switch is set to ON.
  • You will then be prompted for your Parental Controls PIN each time you wish to watch content that has been blocked by the ratings you selected.
  • Please note that Parental Controls settings in the FiOS Mobile app only apply to content streamed within the app itself. Any restrictions applied from your mobile or tablet device settings menu will not apply to content through the app.

How do I use Parental Controls for FiOS On Demand titles?
  • Parental Controls are available from the Settings menu in the FiOS Mobile app, and allow you to block titles by rating based on age category. Simply select the age category that is appropriate for your household (All Ages, Ages 7+, Ages 13+, Ages 17+, Ages 18+) and make sure the slider switch is set to ON.
  • You will then be prompted for your Parental Controls PIN each time you wish to watch content that has been blocked by the ratings you selected.
  • Please note that Parental Controls settings in the FiOS Mobile app only apply to content streamed within the app itself. Any restrictions applied from your mobile or tablet device settings menu will not apply to content through the app.

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Closed Captioning / SAP

How do I use Closed Captioning for live TV?
  • Closed Captioning functionality is available for live TV channels. Any time you are watching a live channel for which Closed Captioning is available, you will see either a Closed Captioning button or an Audio and Subtitles icon (depending on your device). Simply tap the icon or switch Closed Captioning to ON (depending on your device), and you should start seeing Closed Captioning being displayed whenever it is available for the selected program.
  • Please note that the Closed Captioning setting in the FiOS Mobile app only applies to content you are viewing from within the FiOS Mobile application itself. If you are using an Android device, you can modify the font, color, background color, and opacity of your Closed Captioning display by going to Settings and then Preferences within the FiOS Mobile app. If you are using an iOS device, you can find the same controls on your device’s settings from the Settings menu on your device home screen. Click on General, Accessibility, and then Subtitles & Captioning.

How do I use Closed Captioning for FiOS On Demand titles?
  • Closed Captioning functionality is available for most FiOS On Demand movies and TV shows. When you are watching a FiOS On Demand program for which Closed Captioning is available, you will see a Closed Captioning button or an Audio and Subtitles icon (depending on your device). Simply tap the icon or switch Closed Captioning to ON (depending on your device), and you should start seeing Closed Captioning being displayed whenever it is available for the selected program.
  • Please note that the Closed Captioning setting in the FiOS Mobile app only applies to content you are viewing from within the FiOS Mobile application itself. If you are using an Android device, you can modify the font, color, background color, and opacity of your Closed Captioning display by going to Settings and then Preferences within the FiOS Mobile app. If you are using an iOS device, you can find the same controls on your device’s settings from the Settings menu on your device home screen. Click on General, Accessibility, and then Subtitles & Captioning.

What is SAP?
  • Secondary Audio Programming (SAP) is available for many programs that are aired on live TV channels. SAP may contain audio in Spanish (most common), other languages, or even Descriptive Video Service (DVS), which assist the visually impaired by describing the action as it takes place on screen.
  • Any time SAP is available for the program you are watching, you will see an SAP button. Simply tap the button and select the audio stream of your choice, and you should start hearing the secondary audio language or DVS.

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Account / Login

Why can I log in while in my FiOS home but not while I’m away from home?
  • There is a known issue where some users have been able to log in to the app while in their FiOS home, but not while away from home. This is due to a mismatch between the user’s IP address and their out-of-home ID. We apologize if you are experiencing this issue. Please use the in-app email feedback feature to communicate your account details to Verizon and we will resolve the issue. You can find the ‘Send Feedback’ option in the Help menu of the FiOS Mobile app. For security reasons, please do not include your account password in your email.

How do I log out of the FiOS Mobile app?
  • If you are using a shared device, or no longer wish to be logged in to the FiOS Mobile app, simply go to the Settings menu and select the Logout button at the bottom of the screen. The next time you wish to use the app, you will be prompted to long in again.

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Troubleshooting

What if I’m having problems viewing or hearing a particular channel or program?
  • You must be connected to a FiOS router to watch live TV. You will only be able to watch channels that are part of your current FiOS TV subscription plan or available through the FiOS router to which you are connected.
  • Make sure your device volume is working properly using the device’s settings or the physical volume buttons.
  • If your device has a physical mute button, make sure it is not switched on.
  • If you are using headphones, make sure they are properly inserted. When headphones are removed, live streaming channels will not be paused and audio will continue, as there is currently no ability to pause live channels. For Video On Demand playback, audio and video will be paused when headphones are removed. Simply press the Play button to resume playback.
  • Make sure your device is wirelessly connected to your FiOS home router.
  • Make sure your FiOS router is emitting a wireless signal and that all connections are properly seated. You may need to power off and power on your router or press the reset button to reset it.
  • Make sure you are in a FiOS home with both TV and Internet services.
  • Make sure you are subscribed to the channel you are trying to watch. To check your channel package subscriptions, go to myverizon.com and sign in, or try and tune to the channel from your Set Top Box.

I have a DVR but receive a "Set Top Box is not responding" message when I try to access my DVR through the Verizon FiOS Mobile app or through the FiOS TV Central website. What do I do?
If your DVR information is not appearing, please check the following:
  • Are there other DVRs in your home that you can try to connect to? If one works while the other does not, you may have an equipment issue with that particular DVR.
  • Are you able to access and control your DVR from my.verizon.com/tv or verizon.com/fiostv/web? If not, there could be a connectivity issue between our remote DVR servers and your home setup. Please use the Send Feedback option in the FiOS Mobile app.
  • Are you using a Verizon-provided router with all the settings still intact? If you are using a third party router, this feature may not work.
  • Are you using a firewall or have you specifically blocked all the ports on your router? If so, that may cause connectivity issues as well.
  • You may need to refresh the connection between your device and your Set Top Box. This can be done using the Caller ID tool in the IMG (even though you may not be experiencing a Caller ID related problem). To do this, press the Menu button on the remote control for your Set Top Box. Go to Customer Support and select In-Home Agent, then Caller ID Troubleshooting. Follow the onscreen prompts. This troubleshooting tool will refresh the connection between your device and your Set Top Box. When the tool has completed, return to the app on your device and retry your previous action.
  • If you have verified your router configuration is correct with no non-standard configurations and your service is still not working, please try the following steps:
    • Unplug your Verizon router and plug it back in.
    • When all of lights on the router come back on, reboot the Set Top Box. You can do this by unplugging it and plugging it back in, or by going to Main Menu > Customer Support > Top Support Tools > Reboot Set Top Box.
    • If the reboot is unsuccessful in solving the problem, use the Send Feedback option in the FiOS Mobile app.

Why can’t I purchase or rent FiOS On Demand titles on certain devices?
  • Certain devices, such as iPhones, iPads, and Kindle Fire tablets, are view-only. This means that you can purchase or rent FiOS On Demand titles via other access points like your Set Top Box or myverizon.com website, and then watch them on these devices, but you cannot make purchases or rentals directly through these devices.
  • If you are using the FiOS Mobile app prior to your FiOS home installation, you may also be restricted on Android devices as well. Rest assured that once your FiOS installation is complete, you will be able to purchase or rent On Demand titles. We simply need to set up your FIOS home equipment before you can do so.

Why can’t I watch my FiOS On Demand content on first generation iPads?
  • Due to technical constraints, FiOS On Demand playback is not supported on iOS 5.1, which is the highest supported operating system for first generation iPads. At this time, there is no workaround for this restriction, although first generation iPads can still use all other features of the FiOS Mobile app, such as live TV, DVR management, and remote control functionality.

Why can’t I download FiOS On Demand content to my iPod?
  • The FiOS Mobile app offers limited support on Apple iPods at this time. Currently there is a known issue where downloaded FiOS On Demand content causes the FiOS Mobile app to freeze on iPods. We apologize for this inconvenience and are working to fix the issue.

What do I do if I’m having another app issue that is not described here?
  • Many issues may be easily resolved by closing the app completely and then re-launching it. You can do this simply by following the instructions below for your device or platform. You may also wish to close any other apps that you are not currently using to enhance the performance of the FiOS Mobile app.
    • Apple iOS 7: Double-press the Home button again to reveal all apps that are currently running on your device. Swipe left or right to locate the FiOS Mobile app, and then swipe up on the FiOS Mobile app so that the icon and screenshot of the app disappear. This will completely close the app. You can now return to your home screen and re-launch the app.
    • Apple iOS 6 or Below: Press the Home button on your Apple device to return to your home page. Then double-press the Home button again to reveal the app tray on the bottom of your screen. You should see the FiOS Mobile icon displayed there. Touch and hold the FiOS Mobile icon until all the icons begin wiggling, and then touch the red minus sign in the upper left corner of the FiOS Mobile icon. This will completely close the app. You can now return to your home screen and re-launch the app.
    • Android / Kindle: Locate the Settings menu on your Android device. From the Settings menu, navigate to ‘Apps’. Look for the FiOS Mobile app in the list of apps that is displayed. Touch the FiOS Mobile app to see more information about it. You should see a ‘Force stop’ button near the top of the page. Touch the ‘Force stop’ button and select OK when prompted. You can now return to your home screen and re-launch the app.

I’m still having issues. Help!
  • If closing the app and re-launching it did not resolve your issue, please report your problem using the ‘Send Feedback’ email feature in the Help menu of the FiOS Mobile app. Depending on the issue you are having, it may be helpful to include details about your issue, as well as relevant account information (My Verizon user ID), version number, device, or platform details in your email. For security reasons, please do not include your account password in your email.

Why can I log in while in my FiOS home but not while I’m away from home?
  • There is a known issue where some users have been able to log in to the app while in their FiOS home, but not while away from home. This is due to a mismatch between the user’s IP address and their out-of-home ID. We apologize if you are experiencing this issue. Please use the in-app email feedback feature to communicate your account details to Verizon and we will resolve the issue. You can find the ‘Send Feedback’ option in the Help menu of the FiOS Mobile app. For security reasons, please do not include your account password in your email.

Is the FiOS Mobile app supported on jailbroken or rooted devices?
  • Verizon does not support the use of its apps on jailbroken or rooted devices.

Why can’t I use Airplay or HDMI out to display content on my phone or mobile device to a TV?
  • Our content rights currently prohibit us from allowing HDMI-out or Airplay of FiOS Mobile. We would like to provide this capability in the future.

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