Support Wizard

Try using Video On Demand on your other Set-Top Boxes.

Using any computer or wireless device, try to go online using your home internet network.

If you’re using a smartphone or tablet, be sure it’s connecting to your home Wi-Fi and not your cellphone carrier’s data plan.

Rebooting your equipment can solve many service problems.

You must reboot your broadband home router or residential gateway before you reboot your Set-Top Box (STB).

First, log in and let our Automated Troubleshooting tool reboot your Ziply Fiber equipment. If you can't log in, reboot your broadband home router or residential gateway manually:

• Unplug the device
• Wait 30 seconds
• Plug it back in
• Give it a few minutes to power up fully

Second, reboot your main STB. Your main STB is your DVR. If you don't have a DVR, then it's the STB that is (A) connected to your broadband home router or residential gateway, or (B) synced to your video access point.

It's easy to reboot:

• If your STB has a Power button, hold it in for 15 seconds.
• If there is no Power button, unplug the unit for 30 seconds, and then plug it back in.

Try again to play Video On Demand content for a few minutes.

Choose only one of your Set-Top Boxes (STBs) for this step.

First, remove and securely reattach the coaxial cable at both ends: the STB and the wall.

Second, log in and let our Automated Troubleshooting tool reboot your Ziply Fiber equipment. If you can’t log in, reboot your broadband home router or residential gateway, and then your STB manually:

• Unplug the device
• Wait 30 seconds
• Plug it back in
• Give it a few minutes to fully power up

Try again to play Video On Demand content for a few minutes.

Check the cable connections for your Set-Top Box (STB), then reboot your equipment using these instructions:

First, remove and securely reattach the coaxial cable at both ends: the STB and the wall.

Second, log in and let our Automated Troubleshooting tool reboot your Ziply Fiber equipment. If you can’t log in, reboot your broadband home router or residential gateway, and then your STB manually:

• Unplug the device
• Wait 30 seconds
• Plug it back in
• Give it a few minutes to fully power up

Try again to play Video On Demand content for a few minutes.

Let’s find out if the problem is with the Set-Top Box (STB) or the wiring.

Take the STB with the Video On Demand problem, and set it up in another room in your house. Hook it up in place of another STB that’s working fine.

A problem with the internet connection is causing the problem you’re having with Video On Demand.

To troubleshoot the internet connection issue, choose the support wizard for your internet service:

• Fiber Internet customers: Can't connect to internet through my wireless network

Since your Set-Top Box (STB) can play Video On Demand content in another room without problems, let’s test the wiring.

Take an STB that’s working well (not the original one), and hook it up in the location where you’re having trouble with Video On Demand content.

Your troubleshooting results tell us that the wiring inside your home is causing the Video On Demand playback problems.

You may contact us for a service appointment, but please be aware that there may be a charge. Call us at 1.866.947.5995 to find out.

If you prefer, you may choose to hire an electrician instead.

Your troubleshooting results tell us that the Set-Top Box (STB) is the reason for the Video On Demand playback problems.

Please contact us so we can replace your STB and fix the problem.

Since you can play other Video On Demand content, there is a problem with the particular program you wanted to watch.

This is rare, and we’re sorry it’s happened to you. It’s possible that the content provider will replace the bad video. You can always try again to watch the program in the future.

We're glad the Support Wizard was able to help you resolve this issue.

Please contact Ziply Fiber Technical Support.

We can help you further troubleshoot and schedule a service appointment if needed.