Resubscribed to Fios TV+

[gomets1969]

Recently resubscribed to Fios TV service and received the following new equipment:

Two 4100 DVRs. These are the newest models that have no HDMI connection. They are only used as servers.

Two Verizon Stream (V2) devices.

I have since found out this is what's called Fios TV+, and it is a different animal from the regular Fios One TV service.

Setup and initialization were smooth. The Stream (V2) boxes are fast and responsive. The 4100 DVRs function properly as DVRs and servers. The wireless signal between the Stream (V2) and new 4100's is strong. (Only the Stream (V2) gets connected to the TV via HDMI.)

The problem is with the video processing. All 720p channels (examples: all the ESPNs, FS1, FS2, local ABC and FOX) look terrible with live programming. The signals appear to be coming through the Stream (V2) boxes at 30FPS instead of at 60FPS. When I connect coax directly to my TV and tune to ABC and FOX, the picture looks normal. 

There is no way to change any settings with the new 4100's. The Stream (V2) boxes have very minimal settings that can be accessed, none of which involve changing the picture quality.

I realize this is a new way for Fios to deliver TV programming, but someone needs to know about the 720p issue. Hopefully it will only require a software update. 

For those that are wondering, I have Fios GB internet. This is not IPTV, or VIP, as the channels are still delivered via  QAM/RF through the coax connected to the 4100. Customers with the Fios 2GB internet service receive actual IPTV/VIP. I was told this service just started being used in my area of NJ last week for new TV customers.

[clem21]

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@gomets1969 wrote:

Recently resubscribed to Fios TV service and received the following new equipment:

Two 4100 DVRs. These are the newest models that have no HDMI connection. They are only used as servers.

Two Verizon Stream (V2) devices.

I have since found out this is what's called Fios TV+, and it is a different animal from the regular Fios One TV service.

Setup and initialization were smooth. The Stream (V2) boxes are fast and responsive. The 4100 DVRs function properly as DVRs and servers. The wireless signal between the Stream (V2) and new 4100's is strong. (Only the Stream (V2) gets connected to the TV via HDMI.)

The problem is with the video processing. All 720p channels (examples: all the ESPNs, FS1, FS2, local ABC and FOX) look terrible with live programming. The signals appear to be coming through the Stream (V2) boxes at 30FPS instead of at 60FPS. When I connect coax directly to my TV and tune to ABC and FOX, the picture looks normal. 

There is no way to change any settings with the new 4100's. The Stream (V2) boxes have very minimal settings that can be accessed, none of which involve changing the picture quality.

I realize this is a new way for Fios to deliver TV programming, but someone needs to know about the 720p issue. Hopefully it will only require a software update. 

For those that are wondering, I have Fios GB internet. This is not IPTV, or VIP, as the channels are still delivered via  QAM/RF through the coax connected to the 4100. Customers with the Fios 2GB internet service receive actual IPTV/VIP. I was told this service just started being used in my area of NJ last week for new TV customers.

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Not sure if it is still the same with those boxes, but you used to be able to get into the service menu by turning off the box with the power button on top then quickly pressing OK 2x on the remote. Choose User Settings and see if you can select the correct frame rate you need there.

[gomets1969]

Unfortunately, no. The new 4100 models don't even connect to the TV, they just have a coax cable and power cable connected to them. It doesn't even have a power button. The only interface with the TV is through the Stream (V2) boxes. There is no secret menu to be accessed with those button presses anymore. I've been digging for settings, but have come up empty.

[Silversurfer1]

Ah I found the issues you are having here.  Well when mine is working the picture quality is fine.  But when it starts blacking out then the pixelation starts and the freezing up.  Then the vms connection errors start awhile later. Seems to be a half baked system.  My guess is the little streaming  box is the problem    I had bothered the vms box and the streaming box replaced.  It didn’t fix anything.   Coax goes into the vms box like you said.  HDMI goes into the streaming box.  The streaming box connects to vms wirelessly. They are both super close to my Verizon router.  The installer had the vms box wired by Ethernet cord to one of the pan ports on the router.  Two other techs came in and thought that was a no no.   So the Ethernet wire was removed.  Still did the same problems. Maybe a new ONT might fix it. Maybe a new CR1000 router might. I don’t know. Can’t ask neighbors. Nobody else has Verizon Fios tv.  One has Fios internet and spectrum Tv. I may go that route. I’m tired and frustrated. I think giving them a month to resolve the issue is enough.  I just got my bill.  Ridiculous to pay this amount for something that doesn’t work and doesn’t work everyday numerous times a day. 

[clem21]

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@Silversurfer1 wrote:

Ah I found the issues you are having here.  Well when mine is working the picture quality is fine.  But when it starts blacking out then the pixelation starts and the freezing up.  Then the vms connection errors start awhile later. Seems to be a half baked system.  My guess is the little streaming  box is the problem    I had bothered the vms box and the streaming box replaced.  It didn’t fix anything.   Coax goes into the vms box like you said.  HDMI goes into the streaming box.  The streaming box connects to vms wirelessly. They are both super close to my Verizon router.  The installer had the vms box wired by Ethernet cord to one of the pan ports on the router.  Two other techs came in and thought that was a no no.   So the Ethernet wire was removed.  Still did the same problems. Maybe a new ONT might fix it. Maybe a new CR1000 router might. I don’t know. Can’t ask neighbors. Nobody else has Verizon Fios tv.  One has Fios internet and spectrum Tv. I may go that route. I’m tired and frustrated. I think giving them a month to resolve the issue is enough.  I just got my bill.  Ridiculous to pay this amount for something that doesn’t work and doesn’t work everyday numerous times a day. 

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The 4100 series boxes use a VMS (server) box and an IPC (client) box. I assume you are referring to the IPC or mini as a streaming box. It can be connected either via coax, ethernet or WiFi. Of the three, WiFi si the most unreliable. IF connected via coax or ethernet, the connection will be far more reliable. Distance from the router makes very little difference. I'd reconnect the ethernet if you can, or try coax if it is there.

[Silversurfer1]

Negative on the smaller box. I don’t know what it’s called but the only way to connect to it is hdmi or a usb and I don’t really know what the usb port is for.  It’s a small rectangular shaped box. The bottom of the device says verizon stream tv.  There is one round button on the top left corner of the device. And a small red Verizion V logo on the top right hand lower right corner. The device is almost 6” wide by 2 and 3/4” deep. Only parts that are connected to a coax are the CR1000 router and the vms41000atv.  I think the problem is either with the small streaming box or the VMS box. Tonight I’m getting mv screen message saying no internet connection then all of a sudden it’s back on then black screen.  It does the same thing when I’m watching from the dvr.  Black screens.  Spinning wheel icon.  Freezing every few minutes. That’s it. Ive had it. Im throwing in the towel. A month and no calls or anything. Just “we are working on it” when I call. It’s ridiculous.  Biggest piece of garbage system I have ever seen. Honestly they should go back to whatever they were using before this. This system is awful. I can’t be the only one with this issue am I??

[clem21]

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@Silversurfer1 wrote:

Negative on the smaller box. I don’t know what it’s called but the only way to connect to it is hdmi or a usb and I don’t really know what the usb port is for.  It’s a small rectangular shaped box. The bottom of the device says verizon stream tv.  There is one round button on the top left corner of the device. And a small red Verizion V logo on the top right hand lower right corner. The device is almost 6” wide by 2 and 3/4” deep. Only parts that are connected to a coax are the CR1000 router and the vms41000atv.  I think the problem is either with the small streaming box or the VMS box. Tonight I’m getting mv screen message saying no internet connection then all of a sudden it’s back on then black screen.  It does the same thing when I’m watching from the dvr.  Black screens.  Spinning wheel icon.  Freezing every few minutes. That’s it. Ive had it. Im throwing in the towel. A month and no calls or anything. Just “we are working on it” when I call. It’s ridiculous.  Biggest piece of garbage system I have ever seen. Honestly they should go back to whatever they were using before this. This system is awful. I can’t be the only one with this issue am I??

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OK. did some research, you have the Stream TV box. I wasn't aware of that option. You are correct, it only connects via WiFi, and looks similar in concept to a Roku or Apple TV box. Can you possibly get into your router settings and set a fixed channel for your 5Ghz network? If you haven't changed it the default is automatic, which can change channels on the WiFi signal randomly based on nearby usage. I have found that to cause a lot of issues with streaming devices like Roku or Firestick and I'm guessing it can do the same here. Also if your Stream TV is TOO close to the router or extender it could be overloading the receiver in the device.

[gomets1969]

What we have is called Fios TV+. It is the new way that TV will be delivered from Fios. The little black box is called the Verizon Stream (V2) and the server is still, confusingly, called the 4100 VMS.

This is the start of Verizon's switch to IPTV. For now, though, the pure IPTV service is only available to Fios Internet 2GB customers. For anyone below 2GB internet - like me, as I have 1 GB internet - it's a hybrid. RF/QAM signals are still being used, which is why a coax cable needs to be connected to the new 4100. Eventually, when they switch it over to pure IPTV, the coax will be removed, RF/QAM will be sunsetted, and Ethernet only will be connected to the 4100.

I was told not many techs are familiar with the new equipment setup yet, which seems to track with your technical support experience.  When I placed my order to resubscribe to TV service from Fios, I had no idea I'd be receiving this new equipment. There was never any indication on the order page that I was ordering a new service. I thought I'd be receiving the old 4100 VMS, which I'd used previously when having TV service. So Verizon's communication about this change was dreadfully poor.

[Silversurfer1]

Yes we definitely have the same system and yes the techs are dreadfully undertrained on the new Verizon stream tv boxes.   Everyone of them admitted that to me the second they walked in the door  basically to let me know not to expect much out of them.   I had actually had a post where I quoted them verbatim  but it was removed because it was against the rules of this forum. I wasn’t aware of the rule (my fault). My comment wasn’t meant to disparage them it was only to let others know that the techs are in a bad spot having to deal with equipment they are unfamiliar with. From all accounts the new stream boxes were only two weeks old from roll out when mine was installed. 
I will try your suggestions. I believe mine connection is to the special TV network as I recall the tech saying it’s a special signal the system puts out there. I will double check. I do know it definitely was at install and the problem was even going on back then. 
I have thought about going to the older box. I suggested that myself but the techs really didn’t know if that was an option. They don’t have them on their truck.  I think what was suggested if I recall properly was I would have to cancel my tv portion of fios and then reorder and request the old equipment and again it was not known if this was possible, it was a mere suggestion when I inquired about getting older equipment instead of the new stuff that wasn’t working. I will say however  being I never had the older box I wonder how different it is. I really wanted to get this to work because I like the format of the operating system. It feels like Apple TV or roku when I’m moving through the system. Only difference is those work flawlessly and this doesn’t. I really like the remote for this too.  I like it works by radio signal instead of infrared so I can be not facing the tv or even in the room and it will work. I like how the voice control works as well. I think the older style you had to keep the button pressed while you speak?

I really wanted this to work but after over a month of letting them try to fix it and over two weeks of hearing nothing as far as what is being done about it, today will be the last day I’m trying to fix it. It’s not my job, this is expensive and the techs should be doing this, not me.  I have been more than patient and accommodating. What I was trying to avoid is now imminent.  I am hosting Thanksgiving with many people at my house and my tv will not be watchable. While that is probably actually a good thing (more people engaging each other in conversation instead of watching tv, it is not what I had planned.  
this has been such a disappointing experience. I am thankful for those of you that have tried to help me. This is a great resource.  

[gomets1969]

You'll have to trust a random stranger on the internet when I tell you the previous hardware will result in a MUCH better experience. For starters, it's all hardwired and requires only one box for each TV.  The 4100 is connected directly to the TV with HDMI. As are the Minis. No WiFi needed whatsoever. Used it for years without issue, and thought that would be the hardware I'd receive when I resubscribed to TV service last week.

[Silversurfer1]

You have used it (the old system) and you are experiencing issues like me using this new piece of garbage half baked system albeit different issues.  I trust you.  Let me ask you this, Is the experience the same such as getting to your dvr , setting recordings, searching for shows or dies it function more like a classic cable box where you use the guide or punch in the channel number.  With spectrum that’s how it worked. They did have a rudimentary search function and on demand but it’s quite the different experience but that worked 99% of the time unless there was trouble in the neighborhood somewhere. Spectrum went down maybe 4 times a year for like an hour tops each time. Nothing like this madness I have experienced since day 1 with fios tv. 

[gomets1969]

Old equipment works more traditionally. No tie-in to any streaming services or offerings. Much simpler interface. 

[Silversurfer1]

Well they are sending me the older equipment by tomorrow morning so I’m going to give it a go so I have tv for Thanksgiving.   We shall see how it goes!

[gomets1969]

Hope it works for you. Wonder why they told me I couldn't get the previous equipment shipped though? I was told I'd have to make the swap in-person at a Verizon store. That's aggravating.

[Silversurfer1]

Well it might be because I contacted executive customer relations very early (weeks ago) into this saga. Don’t get too upset, I’m not convinced I’m being sent the correct box. I described it and said the model number but I have been told so many things that haven’t come to fruition with Verizon. Case in point with this  replacement order. I was told it would be overnighted and  just found out it’s coming tomorrow not today. Then as you and I both found out the difficult to find “highly skilled technicians”. They are more elusive than a Sasquatch. They don’t actually exist.   I was promised they would come and sort out the issue only to have them arrive and each one of them instantly informed me they have not come across the new boxes and were unfamiliar with them. So unfamiliar that they all admitted they do not know how to troubleshoot them or what to do with them. They all admitted they have received almost no training on the new v2 stream tv boxes. I think it’s horrible to put techs in that position.  It’s like me walking into a hospital and someone directing me to an operating room and having me perform an operation. I have been given time windows for appointments that were wildly inaccurate even after they were setup by executive customer relations. I have heard nothing from the local branch even though I was told I’d be hearing from them. I think there is a big lack of communication between their employees and departments.   I’m hopeful that the equipment will be correct and it solved the issue but I’m far from confident.  I shall go about my Thanksgiving with an unwatchable tv. If and when the older style equipment arrives I will give it a go.  It’s the last shot then I’m calling it quits and canceling. There are worse things in the world, this is just an annoyance.  Happy Thanksgiving to you and yours my friend. I appreciate all the help. 

[clem21]

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@Silversurfer1 wrote:

Well it might be because I contacted executive customer relations very early (weeks ago) into this saga. Don’t get too upset, I’m not convinced I’m being sent the correct box. I described it and said the model number but I have been told so many things that haven’t come to fruition with Verizon. Case in point with this  replacement order. I was told it would be overnighted and  just found out it’s coming tomorrow not today. Then as you and I both found out the difficult to find “highly skilled technicians”. They are more elusive than a Sasquatch. They don’t actually exist.   I was promised they would come and sort out the issue only to have them arrive and each one of them instantly informed me they have not come across the new boxes and were unfamiliar with them. So unfamiliar that they all admitted they do not know how to troubleshoot them or what to do with them. They all admitted they have received almost no training on the new v2 stream tv boxes. I think it’s horrible to put techs in that position.  It’s like me walking into a hospital and someone directing me to an operating room and having me perform an operation. I have been given time windows for appointments that were wildly inaccurate even after they were setup by executive customer relations. I have heard nothing from the local branch even though I was told I’d be hearing from them. I think there is a big lack of communication between their employees and departments.   I’m hopeful that the equipment will be correct and it solved the issue but I’m far from confident.  I shall go about my Thanksgiving with an unwatchable tv. If and when the older style equipment arrives I will give it a go.  It’s the last shot then I’m calling it quits and canceling. There are worse things in the world, this is just an annoyance.  Happy Thanksgiving to you and yours my friend. I appreciate all the help. 

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Do you have a smart TV or Blu Ray player or a Roku or Firestick? You can stream a lot of content from them using your Verizon credentials. So no TV stinks, but I'm sure you have an alternative in the house. BTW I also have AT&T U-verse service and received 3 wrong routers recently from them in an attempt to replace a non working one. Then it took over 3 weeks for them to admit they received the incorrect ones back to stock after sending me threatening messages I would be charged for the missing equipment. So Verizon is at least a bit better than AT&T in my opinion.

[Silversurfer1]

I do have a firestick and roku and Apple TV. They work most of the time on another tv.  If I  just found today that if I use my firestick  on the tv I’m having an issue with and use the fios app that it too will black out so maybe it is an internet issue after all.   But oddly it doesn’t blackout frequently when I use a firestick on the other tv. The picture sometimes isn’t that great though. At times it will black out or lockup too but nowhere near as frequently as my main tv.  I’m really stumped by this issue.  I do know I never had these issues when I had a different cable tv/internet provider. 
So I will get by using my other tv for today. 
I know I will get billed for the original equipment as soon as the older style equipment arrives but I’m sure that will get taken care of by my contact person.  To your comment about another provider, I will say I’m aware….this is not my first dance with customer service anywhere.  You are correct, some companies are terrible at it, a few  excel  at it and set the standard, most fall somewhere in between although lately, and quite sadly I’ve notice a marked decrease in customer service among companies.  It actually begins with the regular customer experience.  Companies are failing to get basic orders correct. I mean even when you get a coffee or food somewhere.  I don’t know what’s going on as of late but it isn’t good. Lack of training? Lack of good employees? Most of these places pay a decent wage so I would think they are getting decent quality employees but I digress. I don’t know the answer but as a consumer it is sure disappointing and frustrating.  I recently had a warranty issue with something and was originally denied my claim until I provided the actual warranty page and printed out what it said. So I had to explain a company’s warranty to their warranty division and they said oh wow you are right I’m sorry.  That shouldn’t happen.   So consumers need to educate themselves. I know I’m not the only one. We are all experiencing this stuff. That’s why places like this forum are great. It’s a Verizon provided community so that is a step in the right direction.  Consumers need to educate themselves. I didn’t mean to sound like I was taking a shot at executive customer relations. That was not my intention at all. They are not techs. I don’t believe they have the technical knowledge which puts them at a disadvantage when they have to act as an intermediary. There does seem to be a disconnect between customer service and the ”boots on the street”.  I’m not sure if it’s a communication problem between executive customer relations and the local branch bosses or if the bosses aren’t communicating with their workers but there is a breakdown somewhere. I was surprised that my contact had come up with the solution with out me asking and was willing to overnight the equipment.  It just happened to be a holiday and bad weather yesterday so I think those two factors came into play on delaying the delivery of the order. I am just frustrated by the length of time (over a month) that this has been an issue and we are stuck in the mud. If there have been techs here actively working in it I might feel differently but I felt as though my problem was forgotten about even though I have kept in contact and notifying them of the continued problems.  I have also had an issue with an auto pay paperless discount disappearing off my bill. Twice now.  I have heard they don’t adjust the bill unless a customer takes something off or adds something to their account but that can’t be true. I haven’t changed anything yet the discount disappears whenever a new bill gets generated.   So overall very frustrating experience but there are far worse things going on in todays world.  Happy Thanksgiving everyone. 

[Silversurfer1]

Well,

The device showed up at my door today and it’s not the right box.  I was sent another VMS4100ATV not the older style set top box.  I am not even going to hook it up because the original has already been swapped out for a new one once before so I’m thinking that isn’t the issue. 
I knew that it may get confusing because the old style is the 4100 and I don’t know why Verizon would name a device that works so differently using the same numbers.  I was sure to inform her of that but I was sent the wrong one anyway. I’m pretty sure she was talking to technical people at the same time so there was probably something lost “in translation”   
so I will see if they can actually correct the error and send me the correct old style box to try as a last ditch effort. If not I’m waiving the white flag. 

[gomets1969]

Not sure what area you're in, but that tracks with what the Verizon rep told me, that they're only shipping out the new equipment now, and if I wanted to do an exchange for the old equipment I would have to do it in-person at my local Verizon store.

[Silversurfer1]

Ok so I have the 4100 box here on standby BUT giving the V2 streamtv  box  one last try. A tech came and I found out that I’m definitely not the only person that has had this issue but was one of the first to get this setup in the area. Verizon  has found out that the signal is too “hot” and has to be padded down.  They have had no issues since they started installing MoCa adapters to connect the streamtv box. Instead of relying on the wireless connection. It doesn’t matter how close the stream box is to the router, the wireless connection is just unreliable.  They put a three way splitter on to replace the two way splitter. That knocked the signal down a bit and then they installed a MoCa adapter which basically wires the V2 stream box instead of it being connected wirelessly.  It’s been a few hours now and so far so good. I’m still not convinced but I’m hopeful.  I will report back after tomorrow night.  

[dexman]

Thank you for providing the ongoing updates! Please let us know how this all pans out. 🙂