Is anyone happy with FIOS?

[NewFiosUser]

I just switched to the FIOS Triple Play and am curious if anyone is actually happy with this service?  It has been about a month since it was installed and nothing seems to work properly.  My average internet speed is about 5M (usually less) with the upgraded package to 75/35.  I can't pause or control live tv from my non-DVR boxes, which the sales people completely misled me about.  I have had to reset the boxes frequently for various errors and there is virtually no tech support available to talk to in a timely manner.  The sales people sure are great though, but they will not answer my simple questions and tell me to talk to tech support.  So really, is anyone happy with their service?  I am thinking about paying the termination fee to go back to something reliable. 

[Tondeb24]

No I am not happy with FIOS either.  I am just waiting for my contract to end and then switching back to cable.  I've had numerous problems with my multi-room dvr and now with my router.   Tech support does not help me at all.  I had no idea what he was talking about with the problem with my router and when I asked if someone could come to my house to fix it I was told no.  They have convincing commercials and advertisements in the paper about how great they are, but once you have FIOS its a disappointment.

[pcarlpatrick]

I've been using FIOS for several years have triple play now never had a problem except the last three weeks where vod and movies pause for 20 seconds enough to make me upset but Internet, phone, TV are great for me. I use my ipad and iphone to control both tv and dvr no problems.

Also customer service fixed the router failure I had and when the second one failed a repair guy brought one to the house.

I love FIOS.

Carl Patrick   NO I don't work for verizon or any of its vendors. My Service is almost perfect. 

[22Becca22]

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@NewFiosUser wrote:

I just switched to the FIOS Triple Play and am curious if anyone is actually happy with this service?  It has been about a month since it was installed and nothing seems to work properly.  My average internet speed is about 5M (usually less) with the upgraded package to 75/35.  I can't pause or control live tv from my non-DVR boxes, which the sales people completely misled me about.  I have had to reset the boxes frequently for various errors and there is virtually no tech support available to talk to in a timely manner.  The sales people sure are great though, but they will not answer my simple questions and tell me to talk to tech support.  So really, is anyone happy with their service?  I am thinking about paying the termination fee to go back to something reliable. 

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Hello,

Do note that this is a forum where community members post comments/remarks.

If you are encountering a problem with specific Verizon services/products, you'll have to speak directly with a company representative to get your issue(s) resolved.

Having said that, here are some comments:

1) If you just upgraded to the 75/35 FiOS internet speed and are showing less on a speedtest, you can try the following:

  a) soft reset of your FiOS TV router - unplug the router's power cord, wait 1 min and plug it back in; wait for all lights to be green; check your internet connection and speed if that made a difference.

  b) hard reset of your FiOS TV router - press the pin on your FiOS TV router (you may need a paperclip or pencil) for 10 seconds or until all the lights are off on the router; release, wait for 15 seconds and that the router lights are back to green; check your internet connection and speed if that made a difference.

Some things to note:

if you are checking your internet speed online, make sure that you are doing this hardwired to the router and not via a wireless connection.  Also, that the speedtest is the only thing you have running/open on the computer. If you have other windows/browsers/applications open (also some antivirus programs), then this could impact your displayed speed.

If you are using multiple wireless devices on the home network, then I'd suggest upgrading your router to the FiOS wireless gigabit 'N' router (if you currently have the single-antenna router) as the regular router supports speeds of up to 54 Mbps wirelessly.

2) The non-DVR set top boxes do not allow for pausing/controlling of live TV as they do not have the DVR functionality.

The DVR stores content of your show being watched via internal memory, so if you pause it, you could go back to an hour's worth of that channel (and the last channel) if you had stayed on those channels for a period of time.

You CAN pause/rewind/fastforward RECORDED shows on a non-DVR set top box (excluding a digital adapter), if you have a Multi-Room DVR and if you have previously recorded these shows using a DVR set top box.

3) If you have a repair or technical problem with your TV, internet or telephone service, then you'd have to speak with a Technical Support representative for troubleshooting and support of your specific issues.  As with any other company, Sales and Customer Service representatives only provide assistance for that type of function (sales and customer service). They are not trained nor paid for to help with technical matters; there is a specific department for that.

If you are willing to try some steps on your own to resolve your issues, you can go to www.verizon.com/repair

However, if you would rather contact Verizon's Technical Support Department directly,

you can do so via live chat:  www.verizon.com/contactus 

or by calling

1-888-553-1555.

Technical Support can determine whether it is the equipment (set top box or router) itself that is the issue, or something as simple as your cables being connected properly, or checking your coaxial ports or router connectivity.

4) If you'd care to share the problems you are encountering with your TV and the error messages you're receiving, then some of the forum community members can chime in as there are many technical folks here who can provide their expertise/personal opinions on various matters.

Hope this helps!

[walt178]

Have I encountered problems since switchit to FIOS?  Yes.

But to fair, many of the problems I have encountered are operational issues.  Learning what the equipment will and will not do is key to a happy FIOS experience. (Unfortunately, Verizon doesn't provide clear, readily availble, user guides.)  My "happy" factor gets better the longer I use the service and the more I learn.  

Relying on sales people for knowledge can result in misleading information. Sometimes they make an honest mistake because they don't know the technical details of what they are selling.  Sometimes they just want to close the sale. But, that is not limited to Verizon. 

Am I happy with FIOS?  Yes.

In spite of the problems with Verizon they are better than what I had before.  More product for less money.  Reliabiltiy of service is better.  Tech support is just as good or better.

I left COX cable because the quality of their internet and TV was deteriorating.  Along with a decline in tech support.  Comparing the two, FIOS is superior in quality, support, and price.

[Hubrisnxs]

I definetely dig my fios. 

Internet is by far the best I have had.  TV and it's features are great, intuitive for me.    

if you're having trouble try these two links and see if they make more sense

www.verizon.com/usingfios  (great link)

and

FiOS TV: Getting Started With Interactive Media Guide 1.9 

[prisaz]

I love my FiOS and have from the start. Happy customer since ~2006. There are some new items that are available regarding streaming video to smart devices and TVs. We have an Xbox360, and I am looking at the iPad and possibly other smart devices that can stream the currently available 75 channels that require no STB. I hope the list of streaming channels will continue to grow. When first available on the Xbox360 there were only 26, and with the launch of iPad support, the list grew to 75 channels. I believe it will continue to expand.

In regards to pausing live TV. Yes I believe with any service that will require a DVR.

Verizon has a device that will be on the market very soon. It is called Verizon Media Server, or FiOS Media Server, and I have heard it called by a few names. Model VMS1100. The STBs are Model IPC1100. The server will have 6 tuners and allow recording of multiple programs at the same time from any TV. Along with pause and resume LIVE TV from any STB. So you will not be required to have a DVR at each location to enjoy these features. Currently a STB can set any MRDVR to schedule a recording, if you have a DVR with the multi room feature, you can set it or other DVRs in you home to record content. The DVR now has 2 tuners so I have two DVRs for added capacity. But as stated the STB can not pause and resume, until the Server is avalable, and if you choose to go that route. When the Server becomes available, I could have six tuners less recording conflicts, and I am exited about availability. I want that configuration, as of now we have 5 TVs and looking at an iPad portable to view from anywhere. I will be sure to have more recorded content when it becomes available, and others in my home start to use if.

Look at my post here, as it includes some of the exciting features that will be available with FiOS TV, and has links to videos from CES 2013 that showed the latest FiOS TV features and devices.

http://forums.verizon.com/t5/FiOS-TV-Programming/CES-2013-and-items-that-will-change-the-way-you-enj...

As stated, the streaming features to smart devices are availible now for the 75 channels on the list, and require no STB. Including On Demand and Flex View.

Speeds. If resetting your router does not help. You may wish to try optimizing your PC for the faster speeds.

http://my.verizon.com/micro/SpeedOptimizer/FiOS

If that still does not help, the tech support at the fiber solutions center may need to double check your ONT provisioning or reset the ONT for the speed shown on your account. I get and always have received the optimum speeds as promised, and then some.

Third Party Speedtest.net

Verizon's test. 

[clearwatercop]

We just got Verizon FIOS a couple weeks ago and we like it so far. 

I agree that the lack of pausing and rewind/fast forward feature in certain instances sucks but I hope that will soon be available.

As far as the internet speed...the 75/35 (which we have also) you and I will not achieve with regular household equipment...our download/upload speeds on our wireless connections usually rate between 12 - 20 mbps...and our home PC between 15 - 30 mpps....(checked at speedtest.net) which is PLENTY fast!    If you consider downgrading your internet speed, it will lower the actual speeds at which you are running.

It sure is better than what we had with Brighthouse!

Hope you are able to work through your issues.

V/R

Paul

Clearwater, FL

[vagrant_soul]

I am happy with FIOS... Hell no

Verizion is only good for internet and phone. Their FIOS TV Service is absolutely horrible and I just switch back to Time Warner for cable. I've been falsely charged for many movies,services/service charges, flex movies for the past 2-3 years and Verizon does little or nothing about. Only thing verizon did was create a financial burden for me and lost my trust as a long time customer

[efilnikufesin]

 You may wish to upgrade your hardware I am getting 74/21 on my wired  dell desktop and 32/11 on my Kindle fire and 34/18 on my ipod 3 so you can acheive this speed with house hold equipment. everything I use is between 3-6 years old and it hits those speeds just fine.We can run 2 xboxes, 2 Wii'S, Ipod,Kindle fire, a nintendo 3ds all streaming with no lag (yes we tried it just to see what would happen with 4 different netflix movies and 2 online games running and then surffed the 2 desktops on the net) and the wirerless doesnt crap slow down on us. I had to replace an old modem/ router and the new one was at my house in 2 days with paid postage to return the old one.

 I am very happy with the tv services as well sure I have the occasional glitch and need to reboot something but it is like that with all hardware. I was a direct tv and bright house customer and they are awful in comparison. and I get just fine Customer service from Verizon if you call and are polite and patient you can get anything accomplished with them.

 I even use Verizon Cell service the quad play and one bill service and I could not be happier( unless they brought back unlimited data plans but that's for a different forum).

[prisaz]

I am happier. But still have some TV isues. Every provider has issues with their TV services in one way or another. I am sticking with FiOS as I have since 2005.

[kc8ypk]

To the best of my knowledge you will need DVR box to pause live tv, commom since.

And with your numerous problems, you should conact tech support.

Slow speed can be caused by many issues,

Is your PC wireless or wired?

PC or MAC?

What browser?

Software and optimizer can help.

[armond_in_nj1]

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@NewFiosUser wrote:

I just switched to the FIOS Triple Play and am curious if anyone is actually happy with this service? ...

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I'm actually very happy with the service.  Any specific details needed?

[Bourne2]

No, I certainly am not satisfied, but that said it could be worse.  I JUST started service with Verizon (and FiOS, naturally,) and it has been one headache after the next!!!  The sales reps and/or customer support got things wrong on their end multiple times, so that even just getting this thing off the ground has taken nearly a week.  Today everything is finally working, but now I'm trying to set my DVR and it is a nightmare!!  I was a loyal Dish costumer for over three years with no complaints, but ultimately decided to try FiOS upon recently relocating and hearing the Internet with them is the best.  Just as well, I figured I'd do the bundle thing so I could have one less bill to worry about and potentially save a couple extra bucks by having everything with the same company.  Indeed pricing is better with Verizon, but at this point I don't even feel it's worth it.  I understand that I have a 30 day trial period before my contract takes full effect, and presently I am 90% certain that I will be canceling the TV and going back with Dish.  If I'm hassled at all upon trying to cancel it, like suddenly told I gotta pay some random fees, then I intend to even quit their Internet.

Over the years, the thing that I learned through experience is that customer service and good tech support is EVERYTHING.  My time is valuable, yet the hold times when I've called Verizon is nearly double of any wait I've had with comparable companies.  Tonight alone I got hung up on multiple times AFTER having sat on hold for some time -so so very frustrating.  (And no, it's not my phone -that I'm sure of.)  There have already been so many things that have occurred which I don't even care to repeat, since it feels like that's all I've been doing these past couple of days is telling some person on the other end about a problem, who then transfers me to another person who I have to tell everything to again.  And don't even get me started on the automated phone systems!

Anyhow, without going into great detail of all the issues I've had to deal with from the sales rep who gave me wrong info, to my work order not going through properly, to the tech who was here today  (six hours late!) who left without going over a thing with me, the final thing that's killing it for me is the dvr with its jumbled menu.  When the Dish tech did my install (for free) at my last place, he was on time and earnestly was interested in teaching me how to utilize everything accordingly and even had me practice there with him to be sure I got it right.  This Verizon tech didn't even leave me a handheld channel guide to reference which stations are on what number -I hope that's not just standard to neglect giving out one of those.  It seemed that simply upon arrival the tech today had not been told what he was supposed to do, and seemed annoyed when I explained that'd he'd have to place some cable jacks.  He then told me it was gonna costs me a bunch more, and I'd need to talk to costumer service myself to address that.

So of course I did, and they were the one bright patch in all this mess.  It still took forever to get through, but when I did the customer service rep noted my account that certain fees which might potentially appear on my bill should be waved, and I was also given a monthly credit good for a year.  This certainly helps when I consider costs in terms of dollar signs, however when you look at the TIME I've spent and will need to continue to spend [getting the DVR figured out -my Dish one was cut and dry, and I'll take something that gets the job done in a simple fashion anyday over what appears to be bells and whistles with FiOS TV] you can see why I don't think this is gonna work.  Things have just gotten off on a really bad leg, but I can't see how it's going to get much better, especially with the hold times.  My Dish DVR box is next to me right now awaiting me to ship it back to Dish, but seriously, how can I?  Never had problems like this with them or anything that wasn't a simple fix; I left them to save a few lousy bucks and because I was never really into the actual dish being at my place, yet now I'm totally kicking myself.  Ugh!

[kittyhawkgrl]

yes they suck. they never answer the phone and never help when you need it. We have never been able to use the wireless internet. When the guys came to install we were the last ones that day and they really didn't want to be here. Didn't finish and when I called to complain they said they did all they were supposed to. NOTTTTTT!!!!!! It took over a week for them to come back out. This crap still doesn't work good and the internet is terrible. Tonight I ordered a movie and the picture is terrible and of course can't get anyone on the phone...do they have a staff????

[englishbluesman]

I switched from cablevision,Woodbury,NY.

Why--raised my bill over 60 bucks cause my promotion was over and wouldn't give me another one----

I told them I will not pay that and IM going to VERIZON--

So I did and guess what---

Verizon--blows away cable in every way possible.

PHONE---BOTH EQUAL

TV--CABLE IS PRIMITIVE IN ALL WAYS

INTERNET-LIGHTNING SPEED--CABLE--SLOW REGARDLESS

cust.,SUPPORT--PERFECT EVERY TIME-

ONLINE CHAT--THE BEST IN USA-

VERIZON IN-HOME AGENT---EVERYONE SHOULD HAVE THIS GUY FOR EVERY THING WE OWN--

SO THERE IT IS--

I FIRMLY BELIEVE SOMETHING ELSE HAS HAPPENED WITH YOU AND VERIZON CAUSE WHAT YOUR SAYING--FOR ME--DON'T EXIST---ITS ONLY ALL GREAT.

SIGNED**JOE~T~ENGLISH~BLUESMAN**

[murgo571]

I've had it for a few months and I regret changing. We keep having signal problems and VOD is almost non existent because it never works on Friday and Saturday and it suddenly works during the week. The service stinks, the people on the phone have no idea and nobody has the ability to fix any problem.

It was a mistake to switch and if I had it to do over again, I would not have switched.  Also, they ripped up my lawn and never fixed it..

Stay away.

[avemaria92]

it's what happens when a company gets too big

[Rf28]

I was scheduled to have fios installed 2 weeks ago. There was a snowstorm the previous day but since I didn't receive a call to reschedule I figured all was fine. Needless to say I stayed home al day waiting and finally received a automated message cancelling my appointment. Thats fine. So I call a few days later to reschedule and now Im waiting 2 weeks to get someone over. Wondering if I should just cancel the appointment when they show up to install. Not for nothing I shouldn't have to wait WEeks to get an instal especially since we were switching over from cablevision. 

[armond_in_nj1]

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@Rf28 wrote:

I was scheduled to have fios installed 2 weeks ago. There was a snowstorm the previous day but since I didn't receive a call to reschedule I figured all was fine. Needless to say I stayed home al day waiting and finally received a automated message cancelling my appointment ... Wondering if I should just cancel the appointment when they show up to install. Not for nothing I shouldn't have to wait WEeks to get an instal  ...

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When did they put Verizon in charge of the weather?

[phillyjeff]

Relative to my experiencer with Comcast, yes I am happy with FIOS.