Legacy set-top box upgrade program

Older set-top boxes are being retired soon and will no longer work. Impacted customers will receive a newer, more advanced set-top box at no additional cost.

Received your new set-top box?

Visit our interactive guide with your smartphone (or scan the QR code to the right) for a digital assistant led walkthrough of the self install process.

Watch the self install instructional video for additional assistance. Choose the box you received:

Tech See Digital Assistant - https://my.techsee.me/vj/verizon/stbswap

VMS1100

Fios TV One

Fios TV+

Frequently asked questions

Why did I get a message that I have to upgrade my set-top box?
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.

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.
Is the upgrade mandatory?
Yes, the upgrade is required so that your TV service won’t be interrupted.
What happens if I don’t upgrade?
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
When does the upgrade need to happen?
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.
What will it cost me to upgrade my set-top box?
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.
What new equipment will I get when I upgrade?
The upgraded set-top box models will vary.
Will I also have to upgrade my router?
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.

Verizon MI424WR rev. I

Verizon MI424WR rev G

Verizon MI424WR

Actiontec MI424WR Wireless
What service changes will I have if I don’t upgrade?
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
How do I start my set-top box upgrade?
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.
How long does it take to get the new set-top box?
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.
Does the new set-top box need to be installed by a technician?
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+.

You can also visit our interactive guide with your smartphone (or scan the QR code below) for a digital assistant led walkthrough of the self install process.

If you decide you want a technician to install your new equipment, contact us to schedule an appointment. Additional charges may apply.
Where can I find a quick setup guide for my equipment?
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)
If I have DVR Service, will I still have my recordings after I install my new set-top box?
Unfortunately, any existing DVR recordings won’t transfer to your new set-top box.
What do I do with the old 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.
Who do I contact with questions before, during and after my upgrade?
Check your user guide to see if it answers your set-top box questions:

Visit our Set-top box and DVR page.

Scroll to User Guides and Features below, then choose Set-top boxes and DVR equipment.

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.

Legacy set-top box upgrade program

Frequently asked questions

Why did I get a message that I have to upgrade my set-top box?

Is the upgrade mandatory?

What happens if I don’t upgrade?

When does the upgrade need to happen?

What will it cost me to upgrade my set-top box?

What new equipment will I get when I upgrade?

Will I also have to upgrade my router?

What service changes will I have if I don’t upgrade?

How do I start my set-top box upgrade?

How long does it take to get the new set-top box?

Does the new set-top box need to be installed by a technician?

Where can I find a quick setup guide for my equipment?

If I have DVR Service, will I still have my recordings after I install my new set-top box?

What do I do with the old set-top box?

Who do I contact with questions before, during and after my upgrade?

Need more support?