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Set top box upgrading

I have a pretty simple question. How do I go about upgrading my set top box? My 6416 isn't cutting it with the new software upgrades, as I see is a typical problem here on the forums. I called Verizon today and they don't know how to help me. Perhaps more specifically, each department is certain that another department is the one to talk to and I get transferred around and around.

Someone in billing, who appeared to have the most information, told me I need to order a specific box from the website, but could not tell me how to actually do it. She told me I would be charged $40 but that the fee would be removed. I made sure to have her add that specifically to my information, so I have at least gotten that far.

Thanks for your time.

Comments

retiredme

If you have a local walk-in store conveniently nearby, that is far and away the best way to upgrade equipment. You talk face to face with people who actually can help you. I have had great success with this method. The 7232 DVR is currently the top model, but in short supply.

Squidmaster

I think we have a place not too far away, but I can't show up personally, as I am seriously ill. I can send one of my parents, but they are retired and may not be good representatives unless I can provide them with exact, written information.

PistolPete13

Simple.

You want to replace your 6416 with a 7232 box. If they don't have it in the store, ask when they expect some more and revisit at that point.

If they do have it, make the exchange and make sure there isn't an upgrade charge. This hard can be hit or miss dependng on the person you're working with in the store.

retiredme

Sorry to hear about your illness, but ultimately it is your call. The short, simple note for the parents sounds like a reasonable plan. Good luck.

Squidmaster

Gotcha. I will get this in motion I think. So when you pick up a box, do you have to take in the current box at the same time, or take it back within a certain amount of time after? Is installation simply a matter of plugging in the couple of cables or is there some kind of initalization process?

retiredme

Correct on all counts. Bring to the store the box you want to trade-in, and return home with the new box. Connect the cable(s) of choice to the TV, plug in and wait for the initialization process to complete. There are prompts on the TV regarding the process.The store employee can prearrange account information for the new box to find in the system - but if there is a hiccup, a phone number appears on the screen and the online technician can initiate things from their end.

beetlejuice2

Try doing this. This is what worked for me, but may vary for you.

Sign into your account on verizon's website. Click on the tab at the top that says "Fios tv". Below that there should be "DVR". Hover your mouse arrow over that and click on scheduled recordings. Once you are on that page there should be a box on the right side of the screen that says, "want more from your fios dvr?" Click on the go button. Then you have to fill in your name and email on how to get the new dvr. I guess they email the details to you.

Chromag

I ran into this exact situation a month ago. I was a new customer and originally had a cable card installed on my main TV. A week later I decided I wanted the same DVR I had upstairs that was a multi-room (a 7232). I was told to go to the local store and replace the cable card and they gave me an old 6416 because it was all they had.

I was a customer for less than a MONTH and I had an ancient refurbished 6416. I called MULTIPLE times back and forth and talked to customer service, tech support and billing. Each time I was told I would have to talk to a different department and each time I got a different answer. This went on for TWO weeks at least. I went from a cable card, to a 6416, to a 7216. Each time I was told I would be getting the 7232. Frustrating for a new customer, to say the least.

Finally I got a rep on the phone at the beginning of January that said they received a note from Verizon corporate saying that the 7232 was now available as a standalone (non-multiroom) DVR but the only way to get it was to go through their website (they gave me detailed instructions very similar to what beetlejuice posted) and request the DVR for the $40 upgrade fee. They also said that I would be able to call back when I got my bill to get refunded that fee. I got the email from them and went through the process and received the new DVR within a couple days if not the next day.

Guess what! I called when I got the bill and they refused to offer me a refund. They told me that even though I requested a 7232 they had no way of controlling what equipment I would be getting so it was still considered an upgrade. So after all that, I still ended up having to pay the $40 for the upgrade fee.

Squidmaster

Thank you, Beetlejuice. Having to click on recordings to upgrade my DVR is not exactly intuitive. I had looked all over the place but hadn't thought of trying that.

Chromag, that is exactly what I am worried about, and why I was happy with the original advice to have it dealt with at a local store. I called originally and should have it on record that the fee is waved, but frankly I don't trust anyone I talk to at Verizon. It's a real shame. I may call again armed with this new information and see if it is still on record.

Chromag

@Squidmaster wrote:
Chromag, that is exactly what I am worried about, and why I was happy with the original advice to have it dealt with at a local store. I called originally and should have it on record that the fee is waved, but frankly I don't trust anyone I talk to at Verizon. It's a real shame. I may call again armed with this new information and see if it is still on record.

Well one reason it took me two weeks to finally resolve this was because I was told by a customer service rep (one of the many I talked to) that I should wait a week and contact my local store because they should have some 7232 models in stock. After a week when I called them they had no idea what I was talking about. The three local stores I called said not only did they not have any 7232 models in stock, they hadn't received any in a long time, and they had NO idea when they would be getting any. That was early January so things may have changed since then.

I had two order numbers for the 7232 directly from the billing department (two different billing reps put in orders for it even though it turns out they couldnt be sure what model I received). Even with those order numbers and the notes on my account they still wouldn't budge and charged me the $40 for the upgrade fee.

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