No Interactive Programming Guide--Even AFTER STB Reset: HELP!

Question

I have been living without my interactive programming guide for more than a week now. I never know what is on TV!
I have tried resetting the router by unplugging it from the electrical outlet, removing all the cords for 15 seconds at a time and pushing the reset button with a paperclip.
I have tried resetting the STB a handful of times as well. First, I disconnected all wires and cords for about 45 seconds. Since then I have continued to disconnect the power cord for various lengths of time--still nothing.
I have even tried the online troubleshooting tool to reset it from the internet--nothing.
Has anyone else has this problem?
Christina
Solved!
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Answer 1

Christina,
Yes I have experienced this. And I have never figured out why, but I think I do know the "what."
This problem is usually caused by the router and the STB failing to communicate. So first lets verify that that really is the problem. On the STB remote do the following:
Menu ==>  Settings ==> System Information
Is there any thing other than 0.0.0.0 shown in the IP Address field? If not then the STB is not communicating with the router. You can also see there how many days of guide data the STB has; it is probably zero now, usually it is somewhere in the 8 to 9 days range.
Assuming that there is no IP address, then we need to try to figure out why and hopefully fix it. By the way, in the steps below I am assuming you have the most common Verizon router, the ActionTec. If you have the Westel, I have never seen one so I don't know exactly what you might see, but I hope it would be similar.
1) The coax connection to your STB is obviously ok or you would not be getting a picture. But the Guide data, widgets, VOD all come through the router first before they go to the STB on the coax, unlike the regular TV channels which go directly from the ONT through the splitter to the STB via coax. So, check the coax connection to your router, at both the router itself and the wall connection. They need to be good and tight.
2) Unplug the power from the STB, wait 15-20 seconds, plug it back in, wait until it is up, then check the IP address again. Is there one? If so, just wait for a while, the Guide will gradually repopulate, and all should be ok.
3) If no, unplug the power from the router, wait 15-20 seconds, plug it back in, wait a little while and check the IP address in the STB again. OK?
4) If no, the next step is to log into the router and check what it sees on your network. The login is usually "admin" and "password1" (the password must be changed the first time you log in, most installers set it to "password1), but since you have reset the router it is probably now back to "admin" and "password". Once you log in (and change the password), in the middle of the page should be a listing of all devices on your network, your PC(s) and STB(s). Do you see any STBs? If yes, just wait a while and all should be ok.
5) If no, try unplugging the power from the STB again, then plugging it back in. I have experienced the loss of connectivity to one or more of my STBs maybe 3 or 4 times in almost 4 years with the FiOS TV service, have never been able to figure out the exact procedure to get the connectivity back, but removing the power and putting it back several times, in different sequences on the router and the STB, eventually has gotten it working.
If the above steps don't work I think you have either a broken router or a broken STB and will need to call the FSC to get a tech dispatched.
I hope the above helps. If I have screwed up the procedure a little bit in the description I am sorry, or if you don't understand something I have written, post back and I or someone else will be happy to try again.
Justin
Verizon FiOS TV, Internet, and phone
IMG 1.6.2, Build 08.58
Keller, TX 76248