Sept 2020 Fios DVR and Guide Update

[Scott804]

This week Fios pushed out interface updates for their TV services. After nearly 3 hours in chats, I was finally told that there is no way to roll back updates once loaded and they base new update options based on posts in the forum. Below are my complaints that they will only fix with enough support on here, if you have the same issues, please mark the post. 

1. They removed the chapter function for recorded programs on the dvr (the up arrow that would allow you to move to any 10 min marker in a program).

2. The new Now and Next function causes latency when switching channels. Even after setting it to 0 seconds. 

3. They removed the ability to view a single channel lineup in the tv guide. In the past I would just hit guide a second time to see the next 5-10 shows on a single channel. 

4. Finally, I just find the prettier guide view harder to actually read and process. Not sure if it is the number of channels,  dark screen, or just that it is too busy.  Turning off the background video helped a little, but not much. 

[Newguideconcern]

I held my nose and went to Fios One. It fixed the MOST annoying issues of lag. Colors are still missing and I am on 7.8. 

[F_PK]

Switching to Fios One (at an increase cost of course) was the WHOLE purpose of this TERRIBLE update. Thanks Verizon!

[Southern2356]

I've pretty much given up that it will get any better.  Come August when my contract is up I will most likely be leaving.  Too bad I've been a customer in one form or another for over 20 years.

[BRG99]

Hi,

I have been a Verizon customer for 30+ years, and this week, I purchased a TiVo system even before my contract expires this July. That is how fed up I am with Verizon’s lack of concern for us paying customers.

Earlier this week, I chatted with Verizon Customer Service. They seemed to be unconcerned about these big FIOS software problems, even after I sent them the link to this forum’s 116 page conversation. Instead, they wanted to troubleshoot my setup.

They asked me to reset my boxes, which I had already done.  Then, they wanted me to make sure that the coax cable’s pins were straight. They have chosen to ignore these 116 forum pages and, instead, prefer to go with their standard troubleshooting replies.

Ironic that each time they replied, I realized that they were not going to help me.

After I had explained that all of these problems occurred after the APR-7.8 update, they stopped chatting with me. That told me what they really think of me/us. Bottom line, Verizon makes so much profit from us, they do not have to care.

[dukesmom1]

The worse part is THEY USED TO CARE. I, too, am a long-time customer. One of the things I liked best about verizon was that all of their reps spoke English and they were extremely nice and helpful. I encountered attitude for the first time last week or the week before when I called about the guide. I guess it's a reflection of how the whole country is getting. Nobody cares about anybody but themselves.

[clem21]

---

@waymarie wrote:

The worse part is THEY USED TO CARE. I, too, am a long-time customer. One of the things I liked best about verizon was that all of their reps spoke English and they were extremely nice and helpful. I encountered attitude for the first time last week or the week before when I called about the guide. I guess it's a reflection of how the whole country is getting. Nobody cares about anybody but themselves.

---

I am NOT a Fios employee or compensated in any way, but I have to say there are people that DO care, and ARE working on another update to address more of the 7.8 issues. Tech support has their hands tied and I'm sure are as frustrated as customers when they can't help. NOBODY can change the guide functionality except the development team, and they are working on improvements. There are also Federal compliance issues.

[dukesmom1]

Hello. I appreciate your comments and I do concur. I think I'm watching too much news. lol  Thanks for your thoughts.

[balls9]

FIOS just can’t leave well enough alone. Until you start getting complaints you need to keep hands off what’s not broke. You really did it this time. The new guide is awful, and in doing so it has the worst hesitation in changing channels perhaps any one person have ever seen. Do us all a favor and restore back to old.

[jmichael5O5]

Why is this saying "Solved"???? The lag time trying to navigate through the guide is INCREDIBLY slow!!!! Pressing the up and down button and trying to navigate the guide initially does nothing, until it actually does start to move. This was a horrible "Upgrade". Is there an actual fix being worked on this??? or is this the way it's going to be?

[bristollucy]

No, there is  no actual fix being worked on this. I don't think anyone is working on it. We are ignored. Management cares not a fig if we complain or not. Reminder, this is a Community Forum and not a company forum.

[clem21]

---

@bristollucy wrote:

No, there is  no actual fix being worked on this. I don't think anyone is working on it. We are ignored. Management cares not a fig if we complain or not. Reminder, this is a Community Forum and not a company forum.

---

Sorry to say you are WRONG! This is a huge problem for management and is being worked on by the development team, so stop spreading false information. It takes a lot of time to re-develop what they have done, and the changes have to be approved by a government standards group after each change. That takes time. They do watch this group, that's why they posted SOLVED to let people know they see the issues. Looks to me the changes were made to compete with other providers MUCH slicker interfaces, but they went overboard on the graphics to work properly with the older hardware that was out there. Progress? Depends on how you look at it, but there are supposed to be future enhancements made that couldn't be done with the old interface. Not excusing anyone, but trying to correct a misinformed statement.

[bristollucy]

Sorry, but subscribers are not seeing any evidence of any improvement to the mess that the September upgrade caused. I haven't said anything that could be construed as misinformation. I have stated the fact. No evidence that anyone has taken responsibility and no improvement. Perhaps if someone took the time to say, "Hey, we're working on it. Thanks for your patience." That would go a long way.

[bristollucy]

Sorry, but I disagree. Is this a huge problem for management? Perhaps, but since there has been no response since the rollout from anyone other than disgruntled subscribers, I suspect management has decided to do nothing because that is easier than an apology or explanation. Even a note to the Forum explaining where the upgrade  went wrong and what they are attempting to do to correct the problems would go a long way. We pay a lot for our service and I appreciate the depth of entertainment and news we get for our money. But when simply changing a channel is so insanely slow and quirky, I may have to go to Internet only and use my Fire Stick. I keep hoping the Guide will be as it was.

[clem21]

---

@bristollucy wrote:

Sorry, but I disagree. Is this a huge problem for management? Perhaps, but since there has been no response since the rollout from anyone other than disgruntled subscribers, I suspect management has decided to do nothing because that is easier than an apology or explanation. Even a note to the Forum explaining where the upgrade  went wrong and what they are attempting to do to correct the problems would go a long way. We pay a lot for our service and I appreciate the depth of entertainment and news we get for our money. But when simply changing a channel is so insanely slow and quirky, I may have to go to Internet only and use my Fire Stick. I keep hoping the Guide will be as it was.

---

Do what you want, but the SOLVED post was an attempt by the person responsible for this forum to show that this thread IS being read, and people ARE working on making the situation better. You are spreading misinformation by saying this is being ignored, and no one is working on it. I have made several requests for updates and have been told they fall under confidentiality issues. That's about all I can do as a contributor here, and you should be trying to inform, not spread rumors. By the way, what do you call APR 7.5 and APR 7.8, my imagination or attempts at fixing some of the issues posted here?

[mycrowsquish]

Hey VERIZON! hey FIOS! Are you LISTENING? I think i see a solution for you that would solve this dilemma.

I've read through this thread and see this:

Those with the Arris VMS1100 systems are running version 7.5 - I am

Those with FiOS ONE systems (don't know the model) are running version 7.8

Based on this, it is clear you can send different releases to the different systems.

Complaints all see to be people with Arris VMS1100 systems. Those with FiOS One seem to better off, though I'm sure they aren't 100% satisfied.

Consider this. It is obvious the older boxes are not capable of running this new release. They don't have the capacity or the performance to handle it.

So, create a NEW release, which is just a reposting of the version PRIOR to the September release that started all of this. It's just a version number. If you up the version of the old release and push it to all your Arris VMS1100 systems it will end this while you figure out your next steps. Obviously you did you testing all with customers with FiOS ONE systems.

I'm even sure this could be an "OPT IN" by providing something on the local STB to either accept the change or not.

[AGW-1980]

FYI: I have a FIOS One box, and I'm still on APR 7.5

[clem21]

---

@AGW-1980 wrote:

FYI: I have a FIOS One box, and I'm still on APR 7.5

---

7.8 was supposed to be rolling out by region. Don't know where you are or why you haven't gotten it yet but eventually it will get there.

[Newguideconcern]

Yes, I bit the bullet upgraded to Fios One. No lag time issues. The missing colors in the guide still makes me mad the OUR money was used to RUIN a perfectly good guide! I cannot believe there has been no response that I have seen from the VZ folks about fixing the entire system AND the colors!

[dukesmom1]

I got the new, super-duper guide today. I see others received it in October of 2020. It would have been nice to ask if I wanted this useless guide. The only date available on this guide is the date the program originally aired. Who cares? WHERE IS TODAY'S DATE? In addition, there is absolutely no information about who is on the program. 

In my opinion, this guide is completely useless. I called to see if I could get help and was connected to someone who could care less about my problem. To top things off, I got an e-mail telling me the issue was "resolved." It is NOT resolved.

[clem21]

---

@waymarie wrote:

I got the new, super-duper guide today. I see others received it in October of 2020. It would have been nice to ask if I wanted this useless guide. The only date available on this guide is the date the program originally aired. Who cares? WHERE IS TODAY'S DATE? In addition, there is absolutely no information about who is on the program. 

In my opinion, this guide is completely useless. I called to see if I could get help and was connected to someone who could care less about my problem. To top things off, I got an e-mail telling me the issue was "resolved." It is NOT resolved.

---

There is a help function voice command. See if that answers your questions. Also try: menu>settings>customer support>Getting started, and Help videos.

[tjm339]

FIOS fix this problem or I  will be calling Cablevision.