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Technical issue

I reported an issue to Verizon concerning the Fios channel guide in early November 2024 and as of today this issue still exist. I pay for Fios to be able to record and then view games during the times I cannot watch the games live. Due to the issue, it has caused me to miss approximately five NY Ranger hockey games that I recorder, so the service I pay good money for has failed me.

I have escalated this issue three times over the corse of the last two and a half months. After my discussion concerning the issue with an offshore technical support manager yesterday and a customer service manager today, I am very disappointed in Fios Support especially at management level.

I don't know what has happen to management staff at Verizon, but it is not what it used to be!

A longtime (now dissatisfied) Verizon customer!

Comments

clem21

@RAYSIM52
wrote:
I reported an issue to Verizon concerning the Fios channel guide in early November 2024 and as of today this issue still exist. I pay for Fios to be able to record and then view games during the times I cannot watch the games live. Due to the issue, it has caused me to miss approximately five NY Ranger hockey games that I recorder, so the service I pay good money for has failed me.
I have escalated this issue three times over the corse of the last two and a half months. After my discussion concerning the issue with an offshore technical support manager yesterday and a customer service manager today, I am very disappointed in Fios Support especially at management level.
I don't know what has happen to management staff at Verizon, but it is not what it used to be!
A longtime (now dissatisfied) Verizon customer!

What exactly is going on and how are you trying to record the programs? Any error messages?

RAYSIM52

The issue I'm having is the channel guide list for shows on channel 578 is mostly the same listing for channel 579. For an example the channel guide listing shows Monday at 6:30 PM the NY Ranger preshow followed by the NY Ranger Hockey game at 7 PM on both channels 578 and 579. The issue is when you tune to 579 you see the commercial for the Gotham Sports App not the NY Ranger preshow and/or NY Ranger game. When I record a game that was listed to be on channel 579, and I get home to watch the game I recorded, the recording is the commercial for the Gotham Sports App. On January 15 Verizon Fios Network Support verified the issue exist on their Queens NY Fios network. The problem I have with their management is twofold. The issue I had with the offshore technical support manager as i was talking to him yesterday I requested he look at the January 15 notes on my account to see that Verizon Fios Queens network had confimed the issue. I asked him where he was located so he can see if he could see the issue himself, but he informed me he cannot disclose his location. He then place me on hold and when he came back he asked if I did the standard troubleshooting like rebooting the router and rebooting the set top box or something to that affect. My resopnse was how can you ask me that question after reading the notes showing that Verizon Fios Queens Network verified the issue does exist on their network. Also I said since I been having the issue since early November I have rebooted my equipment numerous times. At this point I said I know you can't disclose your location but can you tell me if you are located states side or offshore. He advised me he was offshore. At that point I requested to speak to a stateside supervisor. He said he had network getting on the call shorty and if I want to hold or be switched to stateside support. I confirmed I wanted to speak to stateside he said ok and placed me on hold. After a while the call got disconnected. Yesterday wait time was extremely high to some outages so I decided to call back today to speak to a stateside customer service Manager. I requested that the manager file a compliant on behalf and after going back and forth i asked him are you going to file the complaint, he advised me that he would conduct an investigation. At that point I requested to speak to his supervisor and he inform me that my ticket is at the highest escalation level and there was no one left os something to that affect for me to talk to.

Does anyone have the number to Verizon Fios Corp. complaint line. I looked it up online and the number listed for their NYC headquarters is the regular support number.

clem21

You could always call billing and request the retention department and tell them you are considering dropping service if the issue isn't fixed.

RAYSIM52

Thanks, I will keep that in mind. Yesterday I filed a complaint via email to the Executive Vice President & President of Global Networks and Technology. Shortly after sending the complaint via email, I received a call from their executive office and the woman took all of my information concerning my complaint, created a repair ticket and stated I will be contacted by the technical team.

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