Support TV Getting Started FAQs

Getting started frequently asked questions

New to Fios?

Get more out of your Fios services (Internet, TV, and Apps). For additional information visit Welcome to Fios.

Getting help is easy on Fios TV. Using your Fios remote, turn to Channel 131 for:

  • Interactive learning
  • How to videos
  • Self-help tools
  • Check your bill balance, and more
  • Where can I get additional help with my Fios TV?

  • Getting started with Fios TV is easy, once you complete the installation or activation process:

    • Using your Fios remote turn your TV to Channel 131, Fios Learning On Demand where support is available 24 hours, 7 days a week

    You can learn about common Fios TV settings to use with different services and options available. Using your Fios remote, press:

    • Menu > Customer Support > Getting Started, select from the following options:
      • Introduction videos
      • Get to Know Fios
      • My Dashboard
      • Getting Started
      • Special Offers

    You can also find solutions online by visiting the Support homepage or in the My Fios app.

    Don’t have the My Fios app?

    Download now

  • What’s the difference between the Verizon apps?

  • The Fios TV app takes care of all your entertainment needs, letting you watch Fios TV using a wireless internet connection.

    The My Fios app lets you easily manage all your Verizon account information.

    Each app allows you to access the other without exiting:

    • In the Fios TV app go to Settings > Preferences > Share Log-in Info With My Fios, turn feature On
    • In the My Fios app select the navigation menu in the upper right corner, select Fios TV app

    Don't have the Fios TV app or the My Fios app?

    Download now

  • How can I change my Fios TV plan/package?

  • Verizon makes it easy to change your plan/package. You can make any changes to your Fios TV and DVR services by:

    Don’t have the My Fios app?

    Download now

  • How can I see available channels in my area?

  • You can view and compare available channel plans in your area and other areas online.

    Get the channel lineup for your area

  • How can I get a copy of the self-installation instructions?

  • If you've misplaced your user guide, you can download the appropriate guide below:

    If you need to install and/or activate your service, sign into My Verizon or the My Fios app to get your Fios up and running with easy step-by-step instructions. The self-install tool can be found on the dashboard once you sign in.

    Self-Install Now

    Don’t have an account?

    Register now

    Don’t have the My Fios app?

    Download now

  • How do I change the video format settings?

  • To change the Fios TV video format settings on your Fios Set-top Box, using your Fios remote press:

    • Menu > Settings > Audio & Video > Video Format > Select the appropriate format that you want to use

    Note: Currently, the highest display resolution for broadcast TV is 1080i (interlaced) and 1080p (progressive). You can choose between 16:9 (Cinema) or 4:3 (standard) mode.

    Understanding Display Resolutions:

    • Picture Quality indicates how many horizontal scan lines can be painted onto the TV screen. The higher the number the better picture quality you can expect from your video source, for example:
      • 1080
      • 720
    • Picture Scan
      • Progressive scan (p) - sends the odd and even video frames together to the TV screen
      • Interlaced scan (i) - sends the even rows then the odd rows to the TV screen
    • Generally, a 1080p video source has a smoother picture than 1080i video source
      • HDTV is broadcast in either 1080i or 720p
      • Consumer products available for 1080p viewing are for things like video game consoles, HD DVD, or Blu-Ray disks
  • Why am I not seeing any video on my TV?

  • There are several reasons why you may not be receiving Fios video reception, such as:

    • electrical issues
    • incorrect channel setting, channel 3 or 4
    • HDMI connection, verify cables are properly connected to the desired input/source and the correct input/source is selected on your TV
    • Set-top Box update needed, generally you get a notice on your TV screen when an update takes place

    You can also fix issues by using our Guided Solution Tool to help with On Demand issues.

    Fix picture quality problems now

    If this doesn't solve your issue, the problem may be with your TV itself. Review your TV's user guide or contact your TV's manufacturer.

  • Why can I not hear any sound on my TV?

  • There are a few reasons that you may not be hearing sound. Check the following:

    • Mute button, press to ensure sound is on
    • Cable connections (HDMI, Component, Composite), make sure they are connected correctly

    Your problem may be caused by the volume settings you have currently set in your Interactive Media Guide (IMG). To check the volume settings, complete the following steps, press:

    • Menu > Settings > Audio & Video > Audio > Set-top Box Volume > Audio > Volume Control, press the up/down arrow keys to increase or decrease the volume, reach your desired volume and press OK

    If this doesn’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 further assistance.

Other solutions for Fios TV issues

  • Set-top Box or DVR issues

  • Reset your router and Set-top Box to fix common problems such as a missing Interactive Media Guide (IMG) or On Demand menu, an unresponsive Set-top Box, or DVR recording issues:

    • Power cycle your router by unplugging it from the back of the router
    • Wait 1 minute before plugging it back in
    • Allow up to 3 minutes for the router to connect to the Internet or the WAN is on and the Internet light is steady white or green
    • Wait for the time to display on the front of the Set-top Box, then turn it on
    • Let the Interactive Media Guide (IMG) update, this may take a minute
    • This should resolve the issue

    If you are still having a problem with your Set-top Box or DVR use the Guided Solution Tools to:

    Fix Set-top Box issues

    Fix DVR issues

  • TV picture or channel issues

  • Check the Power.

    Make sure your TV and Set-top Box do not have any power or connection issues:

    • Make sure the TV is plugged in, press the TV power button to ensure it is turned on
    • If the TV is plugged into an outlet controlled by a wall switch, ensure that the switch is on
    • Verify that the wall outlet is working
    • Using your TV remote set the channel to 3 or 4
    • Verify that other electrical equipment in your home is working. If it isn't, you may be experiencing a power outage.

    Check the Cable connections.

    It is important to ensure that your Fios cables are connected securely. To do this:

    • On the back of the Set-top Box (STB), visually inspect the Coax cable to make sure it is not bent or damaged
    • Make sure all cables are securely connected
    • Follow each cable to its other end, ensure it is attached securely and undamaged

    If you still do not have a picture, use our Guided Solution Tools to:

    Fix TV picture problems

    Fix channel issues

  • Remote control issues

  • How can I tell if my remote batteries are low?

    • Fios remotes have an LED Battery Light Indicator that flashes 5 times when the batteries are low
    • If your remote does not light up when you press the buttons, the batteries are low

    Check the batteries in your remote control, make sure they did not drain or dislodge:

    • Open the battery cover and make sure the batteries are properly seated
    • Press a few of the device buttons like AUX, DVD, STB, TV
      • If the top of your remote flashes briefly, the batteries are working
      • If the top of the remote does not flash, your batteries need to be replaced

    Still not working after checking or replacing the batteries? Use the Guided Solution Tool to fix remote control issues.

    Fix remote control issues

    You can also see Channel 131, Fios Learning on Demand for additional support. To access select:

    Channel 131 > Get to Know Fios > Fios Remote

  • On Demand issues

  • Use our Guided Solution Tool to resolve missing titles, error messages, and fix poor picture/audio quality. You can do all that and more.

    Fix Video On Demand issues

See also: