As a self-proclaimed TV addict and streaming video expert, there‘s nothing more frustrating to me than settling in for a movie night only to find Fios On Demand not working. After spending countless hours troubleshooting this issue for myself, my friends, and my poor, technologically-challenged parents, I‘ve learned a thing or two about how to get On Demand back up and running.
In this guide, I‘ll share my battle-tested tips for resolving even the trickiest On Demand problems. Whether you‘re staring at a black screen of death or endlessly buffering videos, I‘ve got you covered.
But before we jump into the fixes, let‘s start with some context on how Fios On Demand works and why it might not be working for you. Strap in, because we‘re about to get technical!
How Fios On Demand Video Streaming Works
At its core, Fios On Demand is a video streaming service delivered over Verizon‘s fiber-optic internet network. When you select a movie or show to watch, the video files are transmitted from Verizon‘s servers to your set-top box over the internet.
This is different from traditional cable TV, where all the channels are constantly being broadcast to your home and your set-top box just tunes into the one you want to watch. With streaming services like On Demand, your set-top box has to request the specific files for the video you want to watch, then buffer and play them in real-time.
A few key components have to work together seamlessly to make this happen:
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Your Fios internet connection: On Demand video is delivered over the same fiber-optic connection as your Fios internet service. If there are any issues with your internet speeds or reliability, it can impact video streaming.
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Your home network equipment: Your Fios router and set-top box need to be properly connected and configured to communicate with each other and Verizon‘s network. Problems with your router, ethernet cables, or coaxial connections can all cause On Demand to stop working.
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Verizon‘s back-end systems: On Demand relies on a complex infrastructure of servers, databases, and content delivery networks operated by Verizon. Issues with any of these components can disrupt service.
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Content licensing agreements: In order for movies and shows to be available on On Demand, Verizon has to secure streaming rights from the content owners. Changes to these licensing deals can impact what‘s available to watch.
With so many potential points of failure, it‘s no surprise that On Demand issues are frustratingly common. A recent study found that 53% of US consumers experienced problems with streaming video services in the past year, with buffering and freezing being the most common complaints (source).
But fear not, intrepid streamers! Armed with the troubleshooting tips below, you‘ll be able to resolve the vast majority of On Demand problems on your own.
Fios On Demand Troubleshooting Guide
I‘ve organized this guide in order of the quickest and easiest fixes to try first, before progressing to more advanced steps. Be sure to test On Demand after each step to see if the issue is resolved before moving on to the next one.
1. Check for Fios service outages
Before you start messing with your equipment, it‘s always a good idea to check if there‘s a widespread outage in your area. Verizon has a handy online outage tool where you can enter your address and see if there are any known problems.
If there‘s an outage, sit tight! There‘s nothing you can do except wait for Verizon to resolve it. Maybe read a book or something.
2. Reboot, reboot, reboot
When in doubt, reboot everything! Seriously, you‘d be amazed how often simply power cycling your devices can resolve streaming issues.
Start by unplugging your Fios set-top box and router from power. Wait at least 30 seconds, then plug them back in. It can take 5-10 minutes for your services to fully come back online, so be patient.
While you‘re waiting, go ahead and restart your TV and any streaming devices like a Roku or Amazon Fire Stick too. A clean slate never hurts.
3. Check your plan and channel subscriptions
Before you go any further, double check that the On Demand content you‘re trying to watch is actually included in your Fios TV plan. Some movies and shows are only available with certain channel packages or add-ons.
You can review what‘s included in your plan on the Fios TV plans page. If you‘re not sure, don‘t be afraid to reach out to Verizon support for clarification.
4. Inspect your cable connections
Loose or damaged cables are another common culprit for On Demand issues. Start by checking the coaxial cable that runs from your Fios set-top box to the wall jack. Make sure it‘s securely screwed in at both ends and there‘s no visible damage to the cord.
Next, trace the HDMI cable (or component cables if you‘re still rocking that old-school setup) from your set-top box to your TV. Again, check that they‘re firmly plugged in at both ends and there are no kinks or frays.
If everything looks good but you‘re still having issues, try swapping out the cables with new ones if you have spares on hand. HDMI cables in particular can degrade over time.
5. Test on a different TV or device
If you‘re still stumped, it can be helpful to isolate whether the issue is with your Fios service or your specific TV setup. Try connecting your Fios set-top box to a different TV in your home and see if On Demand works there.
You can also try downloading the Fios TV app on a mobile device or streaming stick and testing On Demand that way. If it works on other devices, that points to a problem with your main TV or the cables connecting to it.
6. Check your internet speeds
Since On Demand video is streamed over your internet connection, slow or inconsistent speeds can lead to buffering, freezing, and other playback issues. Verizon recommends a minimum download speed of 5-10 Mbps for HD streaming (source).
To check your current speeds, run the Verizon Speed Test tool. If the results are significantly lower than what you‘re paying for, you may need to troubleshoot your internet connection further.
Some common causes of slow internet speeds include:
- Outdated router firmware
- Wireless signal interference
- Too many devices connected at once
- Malware or viruses on your devices
Check out our full guide to diagnosing and fixing slow Fios internet for more tips.
7. Bypass your router (advanced)
If you suspect your router may be causing issues with On Demand, you can try bypassing it altogether as a troubleshooting step. This involves connecting your Fios set-top box directly to the Optical Network Terminal (ONT) using a coaxial cable.
The ONT is the box that brings the fiber connection into your home, usually located in a utility closet, basement, or garage. Locate the coax port on the ONT and connect a cable from there to the coax input on your set-top box.
If On Demand works when connected directly to the ONT but not when going through your router, that suggests the router is the problem. You may need to factory reset it, update the firmware, or consider upgrading to a newer model.
8. Clear your set-top box cache
Just like computers and phones, Fios set-top boxes store temporary files to help speed up performance. Over time, this cache can become bloated and cause issues. Clearing it out can often resolve odd On Demand glitches.
To clear the cache:
- Press the Menu button on your Fios remote
- Go to Settings > System > Advanced
- Select Clear Cache
- Confirm by pressing OK
Your set-top box will restart and rebuild the cache. This process can take 5-10 minutes.
9. Update your set-top box firmware
Verizon periodically releases firmware updates for Fios set-top boxes to improve performance, fix bugs, and add new features. If you‘re running an outdated version, it could be causing compatibility issues with On Demand.
To check for updates:
- Press the Menu button on your Fios remote
- Go to Settings > System > Software Update
- Select Check for Update
- If an update is available, follow the on-screen prompts to install it
Keep in mind that firmware updates can take up to 30 minutes to complete and your TV service will be unavailable during that time.
What To Do When All Else Fails
If you‘ve made it this far and still can‘t get Fios On Demand working, first of all, you deserve a medal for your persistence. At this point, it‘s time to call in the big guns by contacting Verizon support.
When you call or chat with a support rep, be sure to describe all the troubleshooting steps you‘ve already taken. This will save time and help them better diagnose the issue.
In some cases, they may need to send a technician to your home to investigate further. Wiring problems, hardware failures, and ONT issues can only be resolved by a professional.
The Bottom Line
Fios On Demand not working may feel like the end of the world for us TV junkies, but with a little patience and persistence, most issues can be fixed at home. The key is to walk through the troubleshooting steps one by one, starting with the basics like rebooting your devices and checking your channel subscriptions.
Nine times out of ten, the problem comes down to a poor internet connection or a misconfigured piece of equipment. Bypassing your router, clearing your set-top box cache, and checking for firmware updates can resolve more stubborn issues.
And if all else fails, don‘t be afraid to call in the cavalry by contacting Verizon support. Remember, you‘re paying for this service – it‘s their job to make sure it works!
The most important thing is not to suffer in silence. There‘s no shame in admitting you need help, whether that means calling a friend, posting on a tech support forum, or just venting about it on social media. Chances are, you‘re not the only one struggling with this problem.
As someone who‘s worked in retail and tech support for over a decade, I can assure you that even the most tech-savvy among us have been bested by a misbehaving set-top box from time to time. The difference is that we know the value of good old-fashioned troubleshooting.
So the next time Fios On Demand starts giving you grief, take a deep breath, grab a snack, and work through the steps in this guide. And if you manage to fix the problem on your own, be sure to do a little victory dance – you‘ve earned it!
