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In NY, astonished how long upgrade taking!

To me it is amazing that those of us in NY, who have been with NY Telephone for our whole lives and were the first to get FIOS, that we are LAST to get this ridiculous upgrade.

While I do love the integrated FIOS services, it is amazing to me how their technology is such that it takes over a year delay to get a single upgrade. Directv would send nationwide upgrades all the time, and responded to user suggestions properly.When an upgrade had a technical issue, they would just push out a fix. WHY does FIOS technology move so slowy?

It is also amazing to me that NO ONE from fios answers any of these questions on the boards, only other users who have heard rumors or watch twitter tell us what is the latest; whatever "official" responses from Joe or the others are completely useless corporate baloney answers.

I realize that this wont be responded to either, but thought others might agree; if Directv had tightly integrated phone and internet as good as the fios integration, would immediately switch back. I realize directv can be bundled with fios internet and phone, but one loses most of the integration I believe.

Comments

alden

To me it is amazing that those of us in NY, who have been with NY Telephone for our whole lives and were the first to get FIOS, that we are LAST to get this ridiculous upgrade.

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Absolutely agree!!! FIOS IMG development not just bad, it's terrible!!!! Verizon management should fire EVERYBODY in the IMG development team for the mess they created!!! And Joe A. is still very proud of himself and his team?! He should be ashamed not proud!

tns

We weren't the first to get FIOS.

They sort of try to roll it out to the areas from the smallest to the largest (in terms of customers with fios). The DAC that includes NYC, RI, and MASS is currently not the largest, but this time got delayed because of other problems to last.

questioning_old

I'm shocked and amazed. lol

Don't worry. I'm sure you will all get it soon. Verizon wants to keep your business and will make sure that you get all the updates, the same way Verizon makes sure that you get all the TV stations you're supposed to get.

New Jersey has it now.

alden

Re: In NY, astonished how long upgrade taking![ New ]

10-29-2011 03:13 AM - last edited on 10-29-2011 03:19 AM

We weren't the first to get FIOS.

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What problems to last? The biggest problem is the Verizon itself, specifically IMG development team - totally incompetent one. They are not ashamed being behind of Sattelite companies in developing and implementing new IMG TO ALL CUSTOMERS, not just to smallest markets! All the time they have excuses - hurricanes, strikes, unexpected server problems they are unable to fix, etc. Yesterday weather helped Verizon again - big snowstorm, power outage - now they have great excuse to postpone IMG rollout to NYC, and Mass till next year Halloween - knowing the ability of JOE A. team to make things right, I am absolutely confident that we will wait another year before we get this ridiculously S...L...O...W... upgrade.

Joe himself is by now understand how astonishigly BAD this upgrade is going, so he simply stopped reading and reacting to customers opinion. Yea, I know he is very busy being PROUD of the job his team is doing, so he does not have time reading this...

ABCMD

In response to those who responded to my initial post, let me say this:

As I stated, I like FIOS, still think it is the best deal and best solution for TV/internet/phone in NY area at present time, and recommend it to friends all the time. Many features far exceeding Directv at present time, such as extensive on demand, and TV/phone/intenet integration, and less interruptions due to weather. Would never consider going back to Cablevision, or anything else the Dolans touch.

Having said that, it still is absurd that I am waiting over a year to enable my SATA port, and other features I was told would be coming very soon when I joined FIOS, and that weather delays/natural disasters/strikes are the apparent reasons, or server problems, with no official timetable or official statements as to what/when/where. Messages appear on my screen touting the long awaited new FIOS is here, then mysteriously disappear.

When a tree fell on my house from the hurricane, I had it removed in a day, my office servers were back up, and business went on.

It seems that the price being paid for this advanced technology is that it is incredibly complex and difficult to upgrade: could someone from the company honestly and succinctly explain to us why this is so?

FIOS groupies such as those above defend the company and their lack of communication. While this is all minutia in the big scheme of things, I just think this is another example of complete lack of respect for customers.

ABCMD

Mubble;

I disagree with you, verizon DOES owe me an upgrade..

If I purchase a piece of software, we all pay the same price and sign the same contract, and 2/3 of the installed base gets an update way before the other 1/3, which improves functionality (i.e allows much more storage via SATA) or allows DVR's to talk to one another (thereby allowing more than two streams for everyone in house), than I deserve the same upgrade at the same time, cuz I paid the same and signed the same, within reason.

If not, as with FIOS, I deserve at least an explanation, possibly a refund, or the ability to get out of the contract early without penalty, in my view.

Joe01880

Verizon does not owe you a refund, they have delivered to you unsurpassed picture quality, outstanding phone service and reliable broadband internet and the means by which to use all of those via a set top box and router, you do need to supply your own TV, computer and telephone. The udated software for the STB is an update to a already functioning product.

Your have purchased a service which Verizon is providing as agree'd, their obligation to the contract is fullfilled. You are renting the STB that is needed to use that service, if the STB is defective Verizon will replace it with one that works. You would have to show me where anything says Verizon has to upgrade the software/firmware in that rented equipment at all. If they do upgrade it to somehting better..thats better, but becareful what you wish for. After complaining about not having the latest and greatest what if you get it and its not so great, you wont be able to step backwards!

ABCMD

Joe,

I never disputed the quality of the product (see above).

The point is not the refund; the point is that others in the country have new hardware functionality months before we do, and this upgrade keeps getting delayed without explanation. I'm not even talking about the quality of the software upgrade .

When I signed up over a year ago I was told these features would be coming shortly; the company touted this upgrade over a year ago, features that DTV had and were arriving shortly. They can send messages over the air to tout flex movies, or new channels; why cant they send a system wide message explaining how long the delay is and why? Which DAC is next? Why NY/MA is delayed and why the order was switched?

Unless you log into these boards and read what experts like you know, we are in the dark. Do you actually think verizon is properly communicating to its customers, and being forthright?

alden

Joe was here

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Tottaly disagree with you Joe and agree with ABMC. Why you and shall pay the SAME PPRICE for the diffrent service - you have IMG 1.9 and I ( and tens of thousands more) have IMG 1.9? Because of incompetence of Joe Ambeault team to implement upgrade on timely manner? I agree that FIOS quaility is very good but Verizon treatment of their customers is simply outrageous. They believe that communicating with customers is not neccessary, instead of simple explaination to the people what's going, they keep us in total darkness. To me it's total disrespect from the comapny who's goal is customer satisfaction, especially from Joe Ambeault , who stopped communicating on this forums alltogether. This is the thing, YOU SHOULD NOT BE PROUD ON, JOE, this is you should be ashamed off!!!

jonw747

The answers are out there on the internet and on this forum to boot. I'm a recent subscriber to FIOS and I knew what the deal was. But I was in the Verizon store swapping out one of my new DVRs and the CSR didn't know or was pretending that the new 1.9 software didn't exist. That's actually pretty standard, as CSRs are taught to support what their customers have, and not to talk up features that aren't available or else .... customers start complaining when they don't get it. So what's the scoop? IMG 1.9 was initially delayed due to problems during the release and then again due to the strike. It started back on track in August or September and is reaching the end of the rollout. Unfortunately for you (but cool for me) the NY/MA roll was delayed due to server problems that pushed VA/MD/DC ahead in the cycle. You guys should start rolling out soon, that is if they're able to fix their issues.

jesbec508

I THINK I KNOW WHY WE ARE NOT GETTING THIS UPDATE IN NY:

Follow this link for the answer.

http://www.activevideo.com/pr_story.php?id=135

tns

@jesbec0318 wrote:
I THINK I KNOW WHY WE ARE NOT GETTING THIS UPDATE IN NY:
Follow this link for the answer.

http://www.activevideo.com/pr_story.php?id=135

Effects other things like gadgets. But both 1.8 and 1.9 would be effected so no reason to delay the rollout. Lots of other problems are more likely.

Don't know if it had an effect, but last week (Friday I think it was) they had a backend problem on the east coast that made email and other logins not work. Who knows what updates they might now feel they need to make for that. And of course other things that we never hear about. So they group that does those tells the FIOS TV group, sorry we need to change the xyz this week so you have to wait.

nascar

Not the reason.
@jesbec0318 wrote:
I THINK I KNOW WHY WE ARE NOT GETTING THIS UPDATE IN NY:
Follow this link for the answer.

http://www.activevideo.com/pr_story.php?id=135

prisaz

Edited off topic and possibly on a personable level. So best not commented. Even if I thought it might be helpful.

Cep042

We'll be getting 1.9 soon(ha-ha). The day we get it, IMG 2.0 will start rolling out, we should see that by 2014. People on the different boards are saying it's just a guide, stop complaining, etc. That's because they have 1.9. I'm looking for the extra external storage feature, not necessarily the new guide. If and when we finally get the new guide this board will light up with people complaining that there aren't the same amount of channels shown at the same time on the guide. The colors are making reading the guide difficult, etc.

oldfashioned

The majority of those complaints about the new TV Guide Display came about because of customers still having an outdated STB/DVR which isn't set up to accommodate the guide and/or because of customers (like myself) who still had analog tube TVs that have limited resolution and therefore, can't handle the HD graphics. And I am certain that having the calibration settings too high on a flatscreen was probably another part of the problem for other customers.

I'm amazed by the way people here have taken their complaints about the delayed rollout this far. I think it's clear that we think very differently and isn't that what makes life more interesting? Because my thought is that maybe we can learn from each other. I usually let things go because life is too short. It might help to think about this a little more objectively instead of just interpreting what we think is going on and carrying so much anger and putting all of this emphasis on poor customer relations. I don't know if this helps but I think that at least three things have been established consistently throughout all of these threads (and I'm not saying this just because I have the upgrade now because knowing me, none of that has any real impact on me and I could have cared less if this country had never gone digital at all). I'm not a mental health expert and my intention is not to sound parental or to sound like I am preaching or being insulting. I really am trying to be supportive. I think we have to agree that:

#1:The time this rollout comes to your area is beyond your control. Am I right? I don't think there is anything you can do about it.

#2: You will receive the upgrade when you get it. I think people are uncomfortable with not having a set date and with having the day postponed. It's always the unknown that I think makes us uncomfortable at many times in our lives and with this, it's not really predictable.

#3: This is a temporary situation. It's not a forever thing.

Whether or not somebody is playing games or telling riddles is a matter of opinion and interpretation if you ask me. It has been said here many times that Verizon has to take one vicinity at a time because of its limitations with customer support and that technicial difficulties has been to blame for the delay. I think Malcolm_Stanley has been nice enough to engage in a dialog about this and to explain all of this.

But I prefer to get beyond all of that because whether or not we buy these explanations, I think there are some important questions you guys might want to ask yourselves. I may not be the most tech savvy person in the world but I have had a lot of life experience over the years to know that some of the most hard learned life lessons never really change and that there really are worse things that to me, make this look miniscule, I hate to say. When certain things happen or don't happen that are beyond our control, I think it's how we think about these things that really makes the difference in the end:

Ask yourself......

How important is it that I have this upgrade now?

Is it really worth getting upset about?

Can I live with what I have in the meantime?

In 5 years from now when I have had this upgrade by then, what will be my reaction to this situation looking back? (Perhaps by then you will look back and wonder "what was I complaining about". And isn't hindsight 20/20?)

Is this delay in the upgrade going to really impact me over the long run?

What am I trying to accomplish by continuing to complain about this when I keep getting the same answers?

Is it possible that these explanations given are legitimate and that maybe these people who have offered explanations are right? How do I really know for sure when I'm not there and I don't know all the details?

Am I OK with accepting all of this and just letting it go?

Isn't it more important that everything is working and that I'm getting what I am paying for? (Honestly, your monthly bill is for the triple play service or for whatever combination you have. You're not being billed more or less just because of the TV Guide model.)

And honestly, you might want to try thinking "OK, there is nothing I can do about it and I will get it when I get it." You just might feel better a lot quicker so you can move on. Accepting what we can't control and letting it go really does help a lot with many things. At least that's what I find. It helps me all the time and you have to admit that this is temporary.

As adults, we can choose how we react to things and I think this is a perfect example. Demanding more and more explanations is a losing battle oftentimes, just in general.

johnmcgann

As adults, we can choose how we react to things and I think this is a perfect example. Demanding more and more explanations is a losing battle oftentimes, just in general.

AAHHHHHH......

Thanks DOC....

Serenity now...

oldfashioned

LOL!!...In all seriousness though, I really do believe in the serenity prayer. Or how about thinking, "I'm going to enjoy what I have now with my Verizon Fios setup and I will enjoy it even more when the upgrade comes."

I don't think any of this wisdom makes anyone a Dr. Phil. To me, it's just life experience.

rtejiram

This is ridiculous. Fios is great but the guide and DVR features on 1.9 are crap. Dish network has a much better futuristic guide on the 922. Also Verizon can't make promises because it's equipment in the northeast are outdated. Until they get csr3 they won't be able to deliver the update in dca5. That's the insider news. So by Easter will be the least.

MeanMrMustard1

What's csr3 and dca5?

nascar

He means CRS-3 and Verizon is upgrading Cisco routers http://blogs.cisco.com/news/verizon-to-upgrade-fios-network-with-cisco-crs-3/. And he means DAC 5 which is the last controller to get the 1.9 software. NY, RI, and MA encompass DAC 5.

It has been clear that the 1.9 rollout will take place next year. I assume 1/11 is the next possible date but that is what I assume and have no knowledge to when the real date is.

@MeanMrMustard wrote:
What's csr3 and dca5?

BigDaddy

1.9a is live in NY.

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