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Old 6416 STB Runs so slow and Freezes

Hello,

I have been a FIOS customer for many years and recently renewed my contract to the Ultimate TV Package and the 35/35 internet. Ever since the 1.9 Menu Upgrade my Multi Room DVR has been running so slow and seems to have a tremendous amount of lag. It has always had a constant freezing problem that requires me to complete a hard reset (unplug the STB) as well. I would like to see about exchanging the STB for the latest model 7232. In the past service has been acceptable, but I have had a terrible time with the customer service on the phone trying to resolve my problem and to order a 7232. I was basically told it was impossible for me to order a specific box such as the 7232 box, but I have read of multiple people on this site that have ordered and received the 7232 box. I find it confusing that Verizon would place all of their different STB models under one single part number in their ordering system, which would make it impossible for them to order specific boxes.

I'm beginning to regret renewing my contract and I'm considering dropping verizon (since I am still within my 30 days of my renewal) due to the run around I have been receiving on the phone.

Can anyone help me with getting a new 7232 box and save me all of my frustrations I have been having with my current ancient STB.

I appreciate the help!

Kevin

Comments

Replete

Call your nearest Fios store, people have had much better luck asking for an exchange there than by calling on the phone and talking to a csr who lives who knows where. When you have a problem with a receiver, this is often the fastest way to get a new one, so I'm puzzled why more don't take this apporoach.

Moonlighter17

I've been trying the local store approach with no help. Either I get someone that has not idea what different model set-top boxes Verizon carries or they are not wanting to help. I even had one person tell me all of the boxes verizon has are the exact same, that they only carry ONE model box!!

I've had service for several years and this is the first time I've really needed support and I'm very dissappointed!! I guess I will have to switch to cable or satellite. DirecTV keeps sending me super promotions to switch back.

UGH!!!

KH-OrnEsh1

I'm sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.

@Moonlighter17 wrote:
I've been trying the local store approach with no help. Either I get someone that has not idea what different model set-top boxes Verizon carries or they are not wanting to help. I even had one person tell me all of the boxes verizon has are the exact same, that they only carry ONE model box!!

I've had service for several years and this is the first time I've really needed support and I'm very dissappointed!! I guess I will have to switch to cable or satellite. DirecTV keeps sending me super promotions to switch back.

UGH!!!

Replete

Every store should be able to exchange your receiever, and in my experience, almost all have at least the 2nd gen 7000 series in stock which will run the new guide fine. If you are lucky they may even have the black 500 gb model, the 7232.

Just emphasize the problems you are having, and they should exchange it, even if they don't know what model they are giving you, chances are it will be 2nd gen, not 7232 but capable enough. One of the main reason why the stores exist is to exchange equipment. You have a first gen receiver now.

Also, I have to say with you won't do any better with Directv when it comes to getting the latest equipment. They routinely give out receivers that are older than the fios model you have now, and they run slow with the latest software as well.

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