DVR mobile playback doesn't work... How do you get someone's attention at Verizon?

My mobile devices will not play back DVR recordings--the whole reason I changed a bunch of equipment and installed it in recent weeks.

So after multiple calls to technical support (hours) and lengthy problem reporting through the app, here's the latest response...


I can't fathom the insensativity it requires to simply blow off the problem, after two Verzion support folks have told me  this is a known problem (their words not mine). Instead of calling or reaching out, this person chooses to send a no-reply email and tell me to figure it out. Of course the fact that I have no idea what "STB" or "cold INT" means is on no concern to this tech.

They of course don't get me directly to any particular person, so I'll have to re-explain the entire sequence of events and direct the un-knowing, next person to skip all the many things we've already tried (including, of course, reinstalling the box, renaming the boxes, rebooting the network, rebooting the boxes,  reinstalling the app, unhooking cables, changing gobs of settings, and so on.)

How do you get someone's attention at Verizon?

Re: DVR mobile playback doesn't work... How do you get someone's attention at Verizon?
Moderator Emeritus

Hi Page,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and scroll down the page to an area titled "My Support Cases." You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe." Please keep all correspondence regarding your issue in the private support portal.