Set-top box upgrade FAQs

We sent a message to inform you that your set top box must be replaced. On or around the following dates, your set-top box will stop being able to transmit video content:

Cisco set-top boxes - On or around August 23, 2024
Motorola set-top boxes - On or around April 15, 2025

When you upgrade, we’ll send you newer equipment at no additional costs to you. The new equipment will let you keep receiving the best experience with your Fios TV service.

Learn how to start your upgrade

Yes, the upgrade is required so that your TV service won’t be interrupted.

If you don’t get a set-top box upgrade on or around the following dates, you will no longer have TV service

Cisco set-top boxes - On or around August 23, 2024
Motorola set-top boxes - On or around April 15, 2025

If you have a Cisco set-top box (model numbers CHS435HDC or CHS335HDC*) or a Motorola set-top box (QIP2500,QIP2708, QIP6200, QIP6416, QIP7100, QIP7100-P2, QIP7216, QIP7232-P2) you should exchange the set-top box as soon as possible. This will allow time for shipping, self-installation, and ensure no service interruption.

*Find your model number on a label on the front, back or bottom of the device, or in the device’s user manual.

Most customers who upgrade their legacy set top boxes qualify for an upgrade at their current price plan.

To view eligible promotions, visit My Verizon or contact us.

The upgraded set-top box models will vary.  

If you have one of these routers, your router will need to be upgraded as well. Similar to the set-top box, we’ll send you an updated router at no additional costs to you.

If you keep your current set-top box after the following dates, your set-top box will stop being able to broadcast video content:

Cisco set-top boxes - On or around August 23, 2024
Motorola set-top boxes - On or around April 15, 2025

To start your upgrade, you can either:

• Sign in to your Verizon account. Follow the prompts to complete the upgrade.
  
• Contact a Customer Service Representative.
  

After you contact us to upgrade, your new set-top box typically arrives in 2 days.  However shipping can take up to 5 business days. 

No. Your new set-top box can be self-installed. See video below.

If you decide you want a technician to install your new equipment, contact us to schedule an appointment. Additional charges may apply.

Unfortunately, any existing DVR recordings won’t transfer to your new set-top box.

Option 1: Recycle your old equipment

To recycle your equipment, check for recycling facilities in your state or community.

Option 2: Return with the provided shipping label

Pack your old equipment and power cord in a shipping box (use the box from your new equipment if it fits). Seal the box with your old equipment and apply the return label provided over the original shipping label. Contact the carrier for drop off locations closest to you.

Option 3: Return to The UPS Store 

Please bring all equipment you need to return to the nearest The UPS Store location. These locations will package, box and process your equipment return free of charge.

Check your user guide to see if it answers your set-top box questions:

1. Visit our Set-top box and DVR page.
2. Scroll to User Guides and Features below, then choose Set-top boxes and DVR equipment. 
3. Choose your set-top box model.

When you get your new set-top box these links may help:

• Activate Set-top Box or DVR
• Video Media Server 1100 - choose User Guide and Features.

Need more help? Contact us or choose Chat with us on this page.