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FiOS On Demand in need of a complete overhaul! Won't you agree?

Might be nice for fellow members to tag onto this thread if you are in agreement. Verizon might then take notice and action.

I'm new to FiOS at my home, and have TV (Preferred HD, whole house DVR), Internet (50/50, Quantum Gateway), and Phone service that replaced my 10-years of Comcast at this house and the last year or so was with X1 service. I have been a Comcast customer for 24 years. I decided to switch primarily because of increasing problems with Comcast due to their transmission cables and aging overhead equipment that left me with poor quality service and frequently service interruption. The decision was made even easier after Comcast again increased rates for the New Year, dropped some standard channels I enjoy, and because FiOS has a really advantageous package deal promotion! To round things out, I also have experience with AT&T Uverse service as I spend a lot of time in Houston with family and have set the house up there with their TV/Internet/Phone.

I have to say the HD picture is far better with FiOS than Comcast, and using the whole-house DVR system the set top boxes aren't really any different than those of the X1 service. Internet has been consistently 10% above rated service speeds, and the Quantum Gateway is really a nice router with a robust wireless antenna that FINALLY overwhelms the professional CISCO wireless access point my IT-professional neighbor uses nextdoor that would hinder signal in my living room. Comcast had throttled my Internet frequently, and anyone who says they do not throttle service does not know technical folks in Comcast as I have or really understand why they forced everyone to upgrade their modems to the current docsys standard. FiOS hasn't touched my bandwidth and I can finally transfer massive files through VPN to/from my office without issue and quickly! Even the phone is louder, clearer, and people I call on the West Coast have commented there is no more funny lag or dropouts. All GREAT things that make me happy, especially at a few less bucks a month compared to Comcast even though adding an extra TV! Even further, I had to contact FiOS technical support regarding a bit of an odd problem that occurred during initial setup that affected a few things, and the overall experience and final resolution to my problem was superior to support from Comcast. While it was not a one-contact, fast and easy slam-dunk fix experience. Verizon did work to resolve the issue, and had it the issue sorted within one week.

Here's where FiOS falls incredibly short of the definitive mark of superior service as compared to Comcast: On Demand. After now a few weeks acclimating to FiOS On Demand, I have to say that it is terrible compared to Comcast. Comcast has more titles, more logical organization, and literally updates within 12 hours of airing! FiOS On Demand doesn't even organize by all channels. For instance, The CW isn't even in the channel list, and you have to search to find content aired on that channel. Then, the search feature is also inaccurate at times based on inputted search keyword, and it doesn't help that the video on demand provider is not consistent in episode naming/numbering format. I'm still waiting for episodes 10 days after airing and the next episode has already been broadcast! Quite honestly, it looks like FiOS uses the same video on demand provider as Uverse, and customers of Uverse have complained about their On Demand forever. Taking it a step further, Comcast's On Demand programming is totally accessible via mobile appliances (tablets, smartphones) through their TV Remote app, which is smartly laid out, user friendly, and programming easy to find (this is not the old app previously criticised but a totally new app Comcast released in late 2014). Conversely, the FiOS Mobile app is just an extension of everything already wrong with the FiOS On Demand interface!

FiOS, I like you, but I'd really like to love you and to be able to recommend you flat across the board to everyone I meet for doing everything better! Can you please take some major steps in improving the On Demand experience?

Comments

suzy0916

What irritates me about Verizon On Demand is that shows that should be in both HD and SD, are only showing in SD. I originally watched them in HD when they were broadcast, so why are they only showing in SD on On Demand? Examples of this are: Highlander on Starz...When the episodes were airing, you could go back and watch them again in HD or SD. Now they are only in SD. SD is unsatisfactory when you are used to HD (and you are paying for HD under the Preferred HD plan). Another example...The Americans on FX. I missed it the night it aired and went to watch it the next day and it is only being shown in SD. And these aren't the only two.

I called Verizon about this and the rep did not have a response as to why this was the situation. But she went on to tell me how many thousands of shows were on FIOS ON DEMAND...and tried to talk me into signing up and paying more to have a DVR, then I could be sure to see shows in HD....Not a suitable answer and solution to my problem.

Just thought I would put my 2 cents in on this topic.

PS I used to have Comcast and due to increases and multiple service calls to get issues fixed, I changed over to FIOS (I'd also had FIOS before Comcast). Don't we all get sick and tired of the rate changes?? Keep playing the game and changing back and forth to get the best price! But this is another issue.

PPS Geotex1, your're right, I could not find the CW searching via network.

CRobGauth

There are two reasons (at least that I can think of) that govern VOD content:

1) Provider doesn't want to provide it. Some networks (like CBS) are starting their own streaming service so I would expect that you will see more limits to what and how long content is on VOD. Or they may have a deal with one of the other streaming services.

2) Verizon doesn't want to pay (and ultimately pass on to us) the cost for the content. Especially if it is available via a streaming service that more and more people are subscribing to.

In the end, it all comes down to money.

BTW, for premium channels, some of them have their own apps that provide more content than VOD.

jdaddieo

I agree completely with OP's. Just switched over from Comcast a month ago and will state the positives I have noticed first. Picture quality of HD programing is way better than Comcast across the board. Internet is faster even with the 25/25 service. Now the negatives; OnDemand software is antiquated, the features and menu's are slow at times, difficult to navigate and not intuitive. The Comcast OD service was so easy to navigate, all the features were there. Why can't Verizon engeneers replicate what Comcast has? Something needs to be done because in my opinion this might become a deal breaker, I don't know if I can tolerate this poor service. I have some other nit-picking issues with the TV service that are tolerable like the layout of the remote and having to hit the menu button every time the TV is turned on but overall the OnDemand is a joke

CRobGauth

I don't find issue with On Demand menu.

Haven't seen Comcast, but I find Verizons intuitive (IMHO).

And there isno reason to turn STB off.

If you aren't turning it off, then you need to disable auto power off in menu.

Birthwarrior

Overall, I am satisfied with FiOS, but I also wish they would update the on demand and app features. I use my iPad and my son uses his Xbox because we are a 1 TV house. Often, if I want to watch a show/movie, it's on demand or on recording & I can't access it on any device but the TV. At my parents' house, they have DISH, & the hopper benefit is nice...not being tied to the device the show is on! Also, yes, the access of shows is a pain. So why pay Verizon for FiOS TV if I wind up also subscribing to Netflix, Hulu, and using my Amazon Prime, oh and HBO for the shows they have? I'll just get the FiOS internet at some point and dump the est!
Lisa

odmost

For those following this thread, note that I just posted a new message asking if FiOS On Demand service is good compared to Cox -- see http://forums.verizon.com/t5/FiOS-TV-Programming/Is-FiOS-On-Demand-good-Thinking-of-switching-from-Cox/td-p/796726 . I contemplated posting to this thead, but ultimately concluded that my question was different enough to start a new thread.

JRTEMT

I missed Dr Oz show and just figured, "broadcast TV" so I'll watch it on DEMAND when I get home.....NOT. couldn't find it. Did a SEARCH and it showed me the channel listing when it airs BUT nothing about ON demand!!!

Searched for GOLD RUSH but episodes aren't organized by broadcast date..alphabetical! Sometimes you gotta watch these things in correct sequence of events.

They even emailed me weekly ads for New Releases only to find that "Trainwreck" was available to BUY but not RENT! Yeah, I'm gonna pay for a movie I can rent at Redbox for$1.50.

CRobGauth

Usually when a movie is only available to purchase not rent, it isn't available anywhere to rent yet.

Checking places like Amazon, MGO, etc doesn't have them available either typically (didn't look for Trainwereck)

At least that has been my experience.

I don't think you will find any of the synidcated shows available On Demand.

And rather than just searching for a show if you know what network it is on, go to that network under On Demand.

I usually find the shows are in date order under there.

bobbo527

@CRobGauth wrote:
I don't find issue with On Demand menu.
Haven't seen Comcast, but I find Verizons intuitive (IMHO).
And there isno reason to turn STB off.
If you aren't turning it off, then you need to disable auto power off in menu.

Rob, we have both and they are not even close (FiOS at home, Comcast at the shore because FiOS is not available in Cape May). While I love my FiOS (and would never switch) when it comes to VOD there is no comparison, Comcast On Demand is far superior in every single solitary way to FiOS and it's menu structure puts FiOS to shame. Comcast kept it's VOD menus simple where as FiOS you really do have to search all over the place and it is difficult to find things.

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