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Verizon FiOS TV Interactive Media Guide Commonly Asked Questions: Q: I don’t see a picture on my TV. What should I do? First, make sure that both the TV and the Set Top Box (STB) are on. Next, make sure that the TV is set to channel 3. You may need to re-sync your TV and STB. To do so, have the TV and STB turned on. Press the TV button on your FiOS remote and press “Power” to turn the TV off. Repeat the same procedure for your Set Top Box. Finally, press the “Power” button on your remote; this should turn on the TV and STB. Q: Why don't I see my recordings? We have made every effort to migrate all of your recordings/schedules to the new IMG. All of your recordings and schedules should have migrated without intervention. However, if you are still missing recordings, please check the following: • Is your disk almost full? If so, older recordings should be deleted to make space for newer recordings. • If you are missing schedules, please make sure that the series/schedule has not expired. That series could no longer be playing. You are also able to re-create the series schedule by updating your settings. To do so, go to the Main Menu, select DVR, and then Series Manager. From there you can reestablish your series recordings. Q: My Audio Level is low. How do I increase my audio volume? To increase the volume of your audio level, please complete the following steps: • Launch the Main Menu. (Press the “Menu” button.) • Scroll down and highlight the Settings Menu item. • Press the right arrow key to view the sub menu; highlight the Audio Sub Menu. • Press the right arrow key to highlight the Set-Top Box Volume Sub Menu. • Press OK to launch the audio volume control; press the Up/Down arrow keys to increase/decrease the volume. • Press OK once you reach your desired audio level. Q: My new IMG is asking for a Parental PIN when I try to play a recorded program. Option 1: (Note: This will disable parental controls on the box) 1. Launch the Menu by pressing the Menu button 2. Scroll down and highlight the Settings Menu Item 3. Press the right Arrow key and enter the sub menu level; highlight the Parental Controls sub menu. 4. Press the OK button to launch the parental controls prompt. This prompt will allow you to create your own PIN. Enter a 4 digit PIN. The system will ask you to enter the 4 digit PIN twice.
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5. Now highlight the Enable On/Off Submenu and turn the Parental Controls Off by highlighting the OFF option and pressing OK. A check mark will appear next to the OFF option. 6. (You can re-activate the Parental Controls by following the above directions and selecting the “ON” option.) Option 2: (Note: You will be required to perform these steps every time you try to playback a TV-MA or NC-17 from the recorded programs list) 1. Go to the DVR Menu and highlight the Recorded Programs submenu. 2. Try to play any TV-MA or NC-17 content. 3. The system will prompt you for a PIN. Enter a 4 digit PIN. 4. The system will request you to enter the PIN twice for confirmation. Note, this will be required only the first time. Once complete, you will have created your Parental PIN. 5. You will be prompted to enter the PIN every time you playback a TV-MA or NC-17 show. To disable Parental Controls, please follow steps outlined in Option 1 above. Q: How do I set Reminders in the new IMG? Currently, the Reminders feature is not available in the new IMG. We will provide this feature in our next software upgrade. On Advanced Set Top Boxes, you can use the scheduler to record a show automatically. All you have to do is launch the guide and press the record button on the show you want to record. Q: How do I delete channels from my channel list? Currently, the ability to filter out certain channels from your channel list is not available in the new IMG. We will provide this feature in our next software upgrade. However, you can create a favorites list by going to the Favorite Channels sub menu under Settings. Next, highlight the Add/Remove Channels sub menu and press the right arrow key to highlight the channel list. Now, go down the list and press OK to add/remove channels from your favorites list. Once your list is complete, press the exit button and you are finished. The next time you press the Favorites button on your remote, the IMG will launch, filtered with your favorite channels. Q: How do I change my Search settings? To change your Search settings, press the “Menu” button on your FiOS remote to launch the menu. Go to the Search Menu and then press the right arrow key to highlight the Search sub menus. Scroll down and highlight the Settings sub menu under Search. From there you can update your Search settings and set up the keypad that you would like to use for the Search function. Q: How do I set the clock? The clock time is automatically set from our servers. You do not have to set it. If you want to see the clock on the front panel display, you can do so in the Settings menu. Open the Main Menu and go to Settings. Press the right arrow key on the Settings menu and highlight the sub menus. Scroll down and highlight the Set Top Box menu. Press the right arrow key again and highlight the Front Display sub menu. Press OK and select Show Clock. You will see a check mark next to Show Clock. (Note: When you change the channel, the front panel will display the channel number briefly (about 45 seconds) before reverting back to the clock.) Q: How do I navigate to HBO VOD? To go to your HBO Video on Demand, launch the Main Menu. Scroll up the VOD Menu and highlight the Browse sub menu item on the right. (Note: When you press the right arrow key, the 2
Featured menu will be highlighted. You will need press the down arrow key to go to Browse.) Once you are on Browse, press the right arrow key and highlight the Subscribed menu item. You will see the HBO folder under the subscribed category and the desired content will be found here. (Note: You have to subscribe to HBO in order to access the HBO VOD content.) Q: How can I see schedules past 7 days? Currently, the View Schedule menu under DVR only shows 7 days at this time. We are currently developing an enhancement so that you can see 14 days. That will be included in a future upgrade. In the IMG, you can see all your scheduled shows up to 14 days out. Simply launch the Guide, and press the RW/FF (Rewind/Fast Forward) buttons to go to a day. Go to the desired channel and time to make sure you show is scheduled for recording as desired. (Note: If you have recently received the new guide, it could take up to 12 hours before all of your schedules are shown in View Schedule and the Guide.) Q: How do I stop a video while in Fast Forward/Rewind mode? We have identified an issue where the current IMG does not allow you to stop a show that is in the RW/FF mode. An enhancement to address this issue is currently being developed. To stop the show, press the Play button first and then press STOP to stop the program. Q: What do I need to do to get my box updated with the new IMG? You will not have to do anything for the IMG update. Your box will be updated automatically on the night of the scheduled update, even if you leave the box turned off. After the migration, your box will be left in the OFF state. You will need to turn the box ON to complete the update. It could take about 1 minute after you turn the box ON before seeing the video. Q: My TV and STB are out of Synch. What can I do? Reason for this issue: The new Verizon FiOS TV remote control (RC144) Power button works as follows: Out-of-box, when in STB mode (which the remote normally is in), pressing the Power button turns on/off the STB, then the TV. In some cases, when user presses the Power button on remote control, one device gets the IR signal, but not the second device. Solution: • To get the TV back in synch, the customer can press the TV button on the remote, then the Power button to turn ON/OFF the power. • It is advised the user holds the power button for 1-2 secs longer when attempting to turn off the devices.
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