Our cable is down so my mom called @115722. She’s been on hold for over an hour.
@117904 That is a long time to wait. We can help here. Are other services down or just the TV?
@VerizonSupport Just the tv
@117904 What error message is being shown on the TV?
@VerizonSupport None of channels are unavailable. We’ve tried to troubleshoot it but it isn’t working. It isn’t a video/picture issue
@117904 The "channel unavailable" would indicate a possible poor coax/splitter connection. Are all your TVs having the same issue? ^JRA
@VerizonSupport Yes they’re all having the same issue
@117904 Do you happen to know where your main splitter is? ^RMD
@VerizonSupport Yes
@117904 Please check the connection on your splitter to make sure it is secured.
@VerizonSupport It’s secured. What’s next?
@117904 We want to try a reset to your home network. Do you know where your back up battery is located?
@VerizonSupport Yes
@117904 Please press and hold down the "Alarm Silence" or "ONT Reset" button for about 15 seconds. The network terminal to reboot.
@VerizonSupport I did that. Nothing happened
@117904 When you reset the battery backup did you wait 5 minutes and reset the router?
@VerizonSupport Yes that didn’t work
@117904 Thanks for trying. Please follow and DM us to continue. ^HSB