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Changes to Verizon's Channel Lineup

We’re seeing some questions about changes to the channel lineup, and we’d like to explain what’s happening. We’re removing a number of channels from packages we no longer offer so that we can provide our most popular channels in our lowest-cost packages. The channels selected were less popular than others in the affected packages.

We don’t often make these kinds of changes. But, sometimes changes need to be made and we try to ensure they benefit the majority of customers.

For example, in the last year alone we’ve added more than 20 new national channels including HD channels like AMC HD and WE TV HD, plus more than 30 regional channels. We’ve also increased the monthly video-on-demand service to 18,000 titles including 2,800 in HD, added free Wi-Fi access for qualifying Verizon broadband customers, and introduced new interactive features like our Facebook and Twitter social media applications and widgets from Kodak Gallery and HSN Shop By Remote.

All of the channels that are moving are still available in other FiOS TV packages, and we’ll work with you if you want to change to one of our new packages.

Comments

PJL

Isn't deleting HD channels from one package (HD Extreme) reducing that package's "product" even though the "price" may not change? For those of us with price guarantees, deleting channels is clearly reducing the content of the product -- providing less of the product for the same price. Verizon could continue to remove more and more channels from the original HD Extreme package. Is this really consistent with a price guarantee? I don't believe so. If I buy 500 minutes of cellular phone time for a fixed, guaranteed price, the provider cannot reduce the number of minutes, charge the same price, and maintain that they have fulfilled the price guarantee. Likewise, Verizon provided a certain number of channels and committed to a price guarantee for those channels. Can they in good faith reduce that number of channels and maintain that they are fulfilling their price guarantee? I DON"T THINK SO!!! But a complaints to franchise authorities or a class action lawsuit might clarify.

intelhome

DirecTV has done the same thing. I think if you look at the fine print in the contract, there is probably a clause allowing them to do that. I think it probably boils down to, "You were paying for package A. The content of that package may change per clause x.y." "Since you aren't paying per channel but for the package as a whole, there's no change in the price."

Don't you hate lawyers?

prisaz

@PJL wrote:
Isn't deleting HD channels from one package (HD Extreme) reducing that package's "product" even though the "price" may not change? For those of us with price guarantees, deleting channels is clearly reducing the content of the product -- providing less of the product for the same price. Verizon could continue to remove more and more channels from the original HD Extreme package. Is this really consistent with a price guarantee? I don't believe so. If I buy 500 minutes of cellular phone time for a fixed, guaranteed price, the provider cannot reduce the number of minutes, charge the same price, and maintain that they have fulfilled the price guarantee. Likewise, Verizon provided a certain number of channels and committed to a price guarantee for those channels. Can they in good faith reduce that number of channels and maintain that they are fulfilling their price guarantee? I DON"T THINK SO!!! But a complaints to franchise authorities or a class action lawsuit might clarify.

The TOS are subject to change at any time. If you go here you can read the current TOS.

http://www22.verizon.com/terms/files/FiOS_TV_TOS.pdf

"3. Service Changes.

Subject to Applicable Law, we reserve the right to change, re-arrange, add, delete or other modify the Service at any time, with or without prior notice to you, including changing rearranging or otherwise modifying our Programming packages, the selections in those packages, the Equipment, and any other features, products and services that we offer."

We may not like them but that is what we get when we sign a bundle package, and agree to the Terms of Service. They are sublect to change. All we can do is complain and hope it makes a difference.

The portion that says "Subject to Applicable Law", you need to be a lawyer and know the local, state and federal laws that apply, also the franchise agreement in your area. Most of us are not lawyers, and that goes to a companies advantage.

wvjbl2

Hello,

Since you mentioned the 'Free Wi-Fi access' - a few weeks back my wife clicked on a button to get this Verizon Wi-Fi access, and ever since then, the Mozilla Firefox browser has been unusable. When you bring up Firefox, it tries to start a 'Verizon Wi-Fi Client', gives an error message, and dies. I've tried removing the Verizon Wi-Fi client through the Windows 'Add or Delete Programs', by modifying the Windows start-up options, ... no matter what I try, I can't get rid of that Verizon Wi-Fi client trying to activate. So, my Firefox is DOA. Fortunately at least, the problem does not seem to affect MS Internet Explorer, so my wife is not totally dead in the water... but, we prefer Firefox. I don't have access to my wife's PC while I'm at work so not sure when I'll be able to get this resolved with Verizon technical support. All I can tell you is - we're definitely not happy about the situation!

Bob_Robertson

@PJL wrote:
If I buy 500 minutes of cellular phone time for a fixed, guaranteed price, the provider cannot reduce the number of minutes, charge the same price, and maintain that they have fulfilled the price guarantee. Likewise, Verizon provided a certain number of channels and committed to a price guarantee for those channels.

your analogy and outlook on this is flawed....

I wont bother to pick it apart....

but check this out

the OLD "FiOS TV Extreme HD" was the HIGHEST/BEST package that was offered at the time.... and had Up to 406 channels, up to 86 were in HD

NOW the HIGHEST/BEST package is the "FiOS TV Ultimate HD" which has Up to 439 channels, up to 97 are in HD..

Those 2 are the "comporable packages"

the CURRENT package that is LABLED as "FiOS TV Extreme HD" is actually the "mid tier" package which has up to

Up to 374 channels, up to 72 are in HD

the CURRENT "FiOS TV Extreme HD" actually has some HD channels, that the last one did not.... and of course doesnt have some channels that the old one did not.....

and your price garuntee.. was for the service you signed up for at that time... if you "rebundle" or change your service to another package, why would you expect the same price?... you made a change to your service

The OP bothere to take the time to show all of the FREE and EXTRA things that you get.... Sure some of them may not make any difference to you... but think on the flipside... some others may not be at all bothered by a few different channels, that they never watched in the first place

These changes were made for the masses... not for you in oarticular

if you dont like the changes, I can respect and empathize with that.... but the changes HAVE been made, and likely will NOT be changed back....

so better to go with the flow, or get out of the water

Bob_Robertson

@wvjbl2 wrote:
Hello,
Since you mentioned the 'Free Wi-Fi access' - a few weeks back my wife clicked on a button to get this Verizon Wi-Fi access, and ever since then, the Mozilla Firefox browser has been unusable. When you bring up Firefox, it tries to start a 'Verizon Wi-Fi Client', gives an error message, and dies. I've tried removing the Verizon Wi-Fi client through the Windows 'Add or Delete Programs', by modifying the Windows start-up options, ... no matter what I try, I can't get rid of that Verizon Wi-Fi client trying to activate. So, my Firefox is DOA. Fortunately at least, the problem does not seem to affect MS Internet Explorer, so my wife is not totally dead in the water... but, we prefer Firefox. I don't have access to my wife's PC while I'm at work so not sure when I'll be able to get this resolved with Verizon technical support. All I can tell you is - we're definitely not happy about the situation!

uninstall/reinstall firefox....

Also.. Verizon WIFI support can be reached at 1 877-269-9441

prisaz

@Bill_Kula wrote:
We’re seeing some questions about changes to the channel lineup, and we’d like to explain what’s happening. We’re removing a number of channels from packages we no longer offer so that we can provide our most popular channels in our lowest-cost packages. The channels selected were less popular than others in the affected packages.

We don’t often make these kinds of changes. But, sometimes changes need to be made and we try to ensure they benefit the majority of customers.

For example, in the last year alone we’ve added more than 20 new national channels including HD channels like AMC HD and WE TV HD, plus more than 30 regional channels. We’ve also increased the monthly video-on-demand service to 18,000 titles including 2,800 in HD, added free Wi-Fi access for qualifying Verizon broadband customers, and introduced new interactive features like our Facebook and Twitter social media applications and widgets from Kodak Gallery and HSN Shop By Remote.

All of the channels that are moving are still available in other FiOS TV packages, and we’ll work with you if you want to change to one of our new packages.

Bill

It is good to see you posting here and getting active. It does good for you and good for us. We may not all be happy with the changes but changes happen every day everywhere. One thing I believe people are most unhappy about are the few changes that take channels out of the new Extreme line up, and bundle them with Premiums. MGM and the Hallmark movie Channels, not to mention sports. If there was perhaps Ulimate HD, and Ultimate HD with Movies perhaps we could understand. But why not just offer the premium channels like they were. It is difficult to understand or get the permium lineup you want. If you have Ultimate now you need to call to get stars with encore for another $10, most people don't know that unless they call or read the forums. Some people want all the HD but do not like the movie channels or showtime. Perhaps if you did that ,and then offered a bundle option called Ultimate Movies that included all the premiums you would make all the people happy. I remember Directv once offered a package with Everything.

ekem015

Bill,

I just think some of us are puzzled at the decision to add Hallmark Movie, Retirement Living, and a few other channels JUST to the Prime HD and Ultimate HD packages, the lowest and the highest tier. What if I wanted to watch one of those channels, but I had Extreme HD, the middle tier? It is absolutely crazy that Verizon would offer a channel on a lower package but not a higher package.

Justin46

@wvjbl2 wrote:
Hello,
Since you mentioned the 'Free Wi-Fi access' - a few weeks back my wife clicked on a button to get this Verizon Wi-Fi access, and ever since then, the Mozilla Firefox browser has been unusable. When you bring up Firefox, it tries to start a 'Verizon Wi-Fi Client', gives an error message, and dies. I've tried removing the Verizon Wi-Fi client through the Windows 'Add or Delete Programs', by modifying the Windows start-up options, ... no matter what I try, I can't get rid of that Verizon Wi-Fi client trying to activate. So, my Firefox is DOA. Fortunately at least, the problem does not seem to affect MS Internet Explorer, so my wife is not totally dead in the water... but, we prefer Firefox. I don't have access to my wife's PC while I'm at work so not sure when I'll be able to get this resolved with Verizon technical support. All I can tell you is - we're definitely not happy about the situation!

I also use and like Firefox. When I go to All Programs I have a folder for Mozilla Firefox, and the folder contains two entries: Mozilla Firefox and Mozilla Firefox (Safe Mode). When you use the save mode start, it should start up without any add-ons, etc, allowing you to go in and get rid of anything that is causing problems.

Do you have that option available to you, and if so, have you tried it?

__________________________________
Justin
Verizon FiOS TV, Internet, and phone
QIP6416-P1, IMG 1.7C, Build 09.83
Keller, TX 76248

ekem015

Bill-

The widgets or Wi-Fi you mention have "gimmick" written all over them. Verizon repeatedly giving them a mention whenever one of their important product points is criticized is a ridiculous business practice. Worry about core issues before you have programmers wasting their time with little-used niche features. That is like worrying about paint color when the wall itself is unsturdy.

PJL

@prisaz wrote:
@PJL wrote:
Isn't deleting HD channels from one package (HD Extreme) reducing that package's "product" even though the "price" may not change? For those of us with price guarantees, deleting channels is clearly reducing the content of the product -- providing less of the product for the same price. Verizon could continue to remove more and more channels from the original HD Extreme package. Is this really consistent with a price guarantee? I don't believe so. If I buy 500 minutes of cellular phone time for a fixed, guaranteed price, the provider cannot reduce the number of minutes, charge the same price, and maintain that they have fulfilled the price guarantee. Likewise, Verizon provided a certain number of channels and committed to a price guarantee for those channels. Can they in good faith reduce that number of channels and maintain that they are fulfilling their price guarantee? I DON"T THINK SO!!! But a complaints to franchise authorities or a class action lawsuit might clarify.
The TOS are subject to change at any time. If you go here you can read the current TOS.
http://www22.verizon.com/terms/files/FiOS_TV_TOS.pdf
"3. Service Changes.
Subject to Applicable Law, we reserve the right to change, re-arrange, add, delete or other modify the Service at any time, with or without prior notice to you, including changing rearranging or otherwise modifying our Programming packages, the selections in those packages, the Equipment, and any other features, products and services that we offer."
We may not like them but that is what we get when we sign a bundle package, and agree to the Terms of Service. They are sublect to change. All we can do is complain and hope it makes a difference.
The portion that says "Subject to Applicable Law", you need to be a lawyer and know the local, state and federal laws that apply, also the franchise agreement in your area. Most of us are not lawyers, and that goes to a companies advantage.

In my state, "bait and switch" is not legal. What Verizion is doing here is exatly that -- signing you up with one set of channels, providing a price guarantee for that set, and then reducing the set later on. Whatever the TOS states is irrelevant -- no civil contract can negate legal guarantees provided by the State.

MiMeQu21

Bill,

If you are still monitoring this thread, I think a previous poster brought up a good point that I would appreciate you addressing.

It does not seem to make sense that Verizon would offer a channel, for example, Hallmark Movie Channel, in the lowest tier (Prime), but then not offer it in the next package (Extreme), but then offer it again if you go to the highest package (Ultimate). It makes no sense that someone would be penalized for paying more money for the Extreme tier over the Prime tier, yet not getting a channel offered in the Prime tier. Normally, when you purchase a higher tier, you get all the channels of the tier below that plus additional tiers. In this situation, you are losing some channels from the lower tier. I realize you get some other channels not offered in the Prime tier, but it makes no sense that Verizon would take away channels as well.

I would appreciate any feedback you could provide regarding this situation.

Caps09

I mentioned it before in another thread, but I never heard one complaint when several HD channels were added to Extreme HD in 2009 for no additional cost. Lots of people are still demanding Fox Soccer Channel HD, which we know isn't free like most of the others that were added. We just want it added for free.

Like me, lots of us are locked into a price for another year or more. It sounds like they had to do something to balance out the wholesale cost of the channels, at least for a while.

film111

Caps09 wrote:
I mentioned it before in another thread, but I never heard one complaint when several HD channels were added to Extreme HD in 2009 for no additional cost. Lots of people are still demanding Fox Soccer Channel HD, which we know isn't free like most of the others that were added. We just want it added for free.
No complaints because most of the added channels (the .tv ones) were of zero interest to the majority of subscribers. But I understand your point..Of course there would be no complaints if desired channels were added. But there is a big difference when valued channels such as MGM-HD are removed. I agree that there are some channels that people should pay extra for. While I don't have exact numbers, I know that the cost of carrying MGM-HD or Hallmark is a pittance, but the cost to carry FSC is fairly high. In the case of FSC-HD, it's a niche channel that isn't even a 24-hr HD channel and is relatively expensive. So Verizon should charge extra for those who desire that channel. But removing low-cost channels to a higher tier to make people pay for channels like EPIX or FSC (if they carried it) is not something I'd support.

Justin46

@film11 wrote:
No complaints because most of the added channels (the .tv ones) were of zero interest to the majority of subscribers. But I understand your point..Of course there would be no complaints if desired channels were added. But there is a big difference when valued channels such as MGM-HD are removed. I agree that there are some channels that people should pay extra for. While I don't have exact numbers, I know that the cost of carrying MGM-HD or Hallmark is a pittance, but the cost to carry FSC is fairly high. In the case of FSC-HD, it's a niche channel that isn't even a 24-hr HD channel and is relatively expensive. So Verizon should charge extra for those who desire that channel. But removing low-cost channels to a higher tier to make people pay for channels like EPIX or FSC (if they carried it) is not something I'd support.

Here is a link to a chart posted in a thread at dslreports.com that supposedly shows the costs for a large number of channels: Link

There is no indication of where the chart came from so I have no idea whether it is accurate or not. But my goodness, ESPN is expensive!

__________________________________
Justin
Verizon FiOS TV, Internet, and phone
QIP6416-P1, IMG 1.7C, Build 09.83
Keller, TX 76248

BrianC

Bill, thank you for this information. The new packages appear to really penalize those of us who have only TV service. I have the 2009 Extreme HD and if I keep the new Extreme HD, my price will go up $17/month (57.99 to 74.99) with fewer channels. I'm not so much concerned about those channels being lost as I am about a 29% increase in my monthly payment. I know you can't make everyone happy when packages change, but wow. This is likely more than I can swallow for service that already costs more than Dish. The cost of these channels couldn't have gone up that much since last year. I have no use for interactive features if that's driving up Verizon's cost. With all due respect, how does Verizon justify an increase of this magnitude?

wvjbl2

@MiMeQu wrote:
Bill,
If you are still monitoring this thread, I think a previous poster brought up a good point that I would appreciate you addressing.
It does not seem to make sense that Verizon would offer a channel, for example, Hallmark Movie Channel, in the lowest tier (Prime), but then not offer it in the next package (Extreme), but then offer it again if you go to the highest package (Ultimate). It makes no sense that someone would be penalized for paying more money for the Extreme tier over the Prime tier, yet not getting a channel offered in the Prime tier. Normally, when you purchase a higher tier, you get all the channels of the tier below that plus additional tiers. In this situation, you are losing some channels from the lower tier. I realize you get some other channels not offered in the Prime tier, but it makes no sense that Verizon would take away channels as well.
I would appreciate any feedback you could provide regarding this situation.

I don't think this question has been answered.

Why is the Hallmark Movie Channel part of the bottom and top tier packages (Prime and Ultimate), but not part of the middle package (Extreme)? Was this done intentionally, and if so, why? Or, was this an oversight/mistake? If it's a mistake, will Verizon consider adding this channel to the Extreme HD package?

Caps09

These seemingly strange arrangements were probably part of subscriber numbers dictated by carriage agreements. It sounds like a pretty complex balancing act.

dawnron11

Bill,

Thanks for posting an explanation about the changes. I realize that these packages are "subject to change without notice" but the fact is that the Hallmark Movie Channel and World Fishing Network(in addition to other channels) that my wife and I enjoy were part of our package at the time we signed up for FiOS "Extreme HD" in September of 2009. Simply taking them away and then requiring that we 'upgrade' to the 'new' package for $15 more to get back the channels that we already had isn't fair to us. I am in fact a longtime Verizon employee. My wife and I were DirecTV subscribers(11+ years) until FiOS became available in our area, and as a Verizon employee and since this is our premier product, we made the switch, although my wife could have cared less, as she was perfectly happy with our DirecTV service and was very reluctant to make the change, so this 'change' to the channel lineup by our company makes even less sense to her.

Decisions like this show no creative thinking and only reflect badly on our company, and this phrase in the e-mail notification "From time to time channel lineup changes are necessary to improve our content offerings" only makes the situation worse. How does taking away channels improve the content? Not only that, it makes it even tougher for employees like me to promote our service as you know we are actively asked to do.

Since we switched to FiOS, DirecTV has sent us literature every month asking us to switch back to them, with offers of free HD programming, premium channels and even offering to cover the FiOS cancellation fee. I am a Verizon employee and I believe FiOS is the best product on the market, but I am seriously considering switching back to DirecTV because of this matter.

Ron

MiMeQu21

I think you had an excellent post Ron. I too used to be a Directv customer and I switched to Fios because we has everything else with Verizon and we figured the bundle would save us money. I too receive the letters from Directv about going back and I am considering it.

I would still like someone to explain why Verizon would put channels in the Prime Package and the Ultimate Package but not in the Extreme Package (for instance, The Hallmark Movie Channel). This makes no sense to get a channel in the lowest package but not in one that you pay more money for. Even if the Verizon posters don't know the answer to this, it would be great if they at least responded. There seems to be little logic to this.

cxg331

I'd like to add my comments to this thread, since it appears to be the most civilized of the bunch.

1) There is an obvious amount of confusion in regards to guarantees for package and for price. Based on my personal experience, this is based upon the lack of information and lack of explanation from the sales reps. Before seeing the posts about channels being taken away, I was under the assumption that I was guaranteed to have my current package, in its current state, with its current price for a full two years. That is obviously not the case.

2) There is some obvious discontent about taking away or removing channels from current packages. Unless Verizon were to make a decision to drop a channel entirely, I do not understand from either a customer service perspective or an ethics perspective how Verizon justifies arbitrarily removing a channel from a particular package during the period of a price guarantee. To the extreme, this would mean that Verizon could remove all but one channel and still charge the full price. I do admit that I do not know the answer either, as I love the additions of new and HD channels. Those channels come with a cost, and Verizon, like all businesses, must maintain profit margins and must continue to meet shareholder expectations. Perhaps the default option should be that packages are locked during the price guarantee period, and customers wishing to take advantage of new channels need to upgrade their package or price of their current package.

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