Cisco and Motorola set-top box (stb) Migration FAQs

We sent a message to inform you that your Fios TV Digital Adapter(s) and/or CableCard(s) will no longer work and require an immediate upgrade to avoid a service interruption.

Cisco and Motorola set-top boxes must also be replaced. These set-top boxes stopped 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.

Call us today at 800-837-4966 to schedule your free equipment upgrade. This upgrade is essential for you to continue enjoying all your favorite content with Fios TV. We look forward to hearing from you.

Yes, the upgrade is required so that your TV service won’t be interrupted. Recent technology advancements now allow us to deliver your Fios TV service via Internet Protocol (IP) delivery. This is exciting as it allows for an improved viewing experience and increased flexibility.

If you don’t upgrade your Fios TV Digital Adapter(s) and/or CableCard(s), they will no longer work and require an immediate upgrade to avoid a service interruption.

The upgraded set-top box models vary.

If you have one of these routers listed below, 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.

• Verizon MI424WR rev. I
• Verizon MI424WR rev G
• Verizon MI424WR
• Actiontec MI424WR Wireless
• Fios Quantum Gateway Router G1100

To start your upgrade, contact a Customer Service Representative.

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

No. Your new set-top box can be self-installed. Watch the self-install video for the box you received for assistance. Seen here: VMS1100, Fios TV One, or Fios TV+.

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

Set-top box:

• VMS1100 setup guide
• Fios TV One setup guide
• Fios TV+ setup guide

Router:

• Fios Router quick setup guide (G3100) 
• Verizon Router quick setup guide (CR1000A and CR1000B) 
  

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
• VMS1100: Support page
• Fios TV One: Support page
• Fios TV+ Support page
• Fios Router (G3100): Support page
• Verizon Router (CR1000A and CR1000B): Support page

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