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Support

Getting Started FAQs

Learn about your internet, apps, and TV settings. Access interactive tools and support using your remote to enhance your experience.

Frequently asked questions

Expand All

Where can I get additional help with my Fios TV?

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.

What’s the difference between the Verizon apps?

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

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

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:

Using your Fios TV remote, press Menu > Customer Support > Getting Started > Special Offers
Signing into My Verizon
Going online to Fios Plans and Channels

How can I prevent access/purchases of content or widgets/apps?

You can use Parental Controls and/or Purchase Controls to block access to content, block purchases/transactions on your Set-top box, or to block widgets/apps.

Parental Controls feature allows you to:

Use ratings to block what content can be viewed
Use age preferences to block content for a particular age group
Control the display of programming and information
Block specific channels
Block access or creation of new subscriptions for specific widgets/apps

You can get more details on the Parental and Purchase Controls support page.

How can I see available channels in my area?

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

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:

VMS 1100
Other Set-top Boxes (STB)

If you need to install and/or activate your service, sign into My Verizon 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.

Don’t have an account?

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.

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.

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:

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:

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.

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.