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. 

[GBTV-ONE]

My new favorite is scrolling 10 pages through the guide, pressing the INFO button on a show I might want to watch and then having no way to go back to the guide at the spot I was in when I pressed the INFO button.  You have to press exit and scroll forward the same 10 pages again to resume your search from the same place. It is very clear the people who designed this new guide never used the old one.  Not to watch TV anyway.

Verizon:  60+ pages of reported BUGS and complaints. So far. A huge number of those from customers who created accounts (posts = 1) just to tell you how awful the design, functionalty and performance of your new guide is. For every one of those, there are hundreds more who don't have the time or means to write in.

At what point are you going to realize A) this redesign is so bad, in so many ways it will never be accepted, B) the complaints are not going to go away with time, and C) you are likely losing customers over it.

You messed up. Now do the right thing and acknowledge, address and fix the problems. Many good suggestions in these 60 pages.  A good place to start would be to respond to the customers in this forum who took the time to provide you their feedback.   

[Renz1]

Everything is more difficult, slower, please return to last DVR and guide

there is NO improvement! 

[buffewo]

I agree with all the previous comments/concerns about the latest upgrade.  What I would like to know is WHY anyone thought that this upgrade was better than what we already had?  Please answer that for me.  Thanks.

[JFay3]

This new updated guide is absolutely horrible.  It’s so hard to read, my mother can’t see her’s at all.  I’ll probably have to change cable companies for her because she can’t see what’s on.  I can’t read the names of the channels, they’re ridiculously small.  The coloring on the guide makes names of shows blurry, and I miss movie names being distinguished by another color.  They were highlighted in red before.  The info at the top no longer lists the actors names.  This guide is a complete fail.

[ReadyForChange]

Why was this done?  As usual, follow the money.  Other than being totally annoying and essentially destroyed set top box performance,  many of the "upgrades" are just new opportunities to lead you watching other shows (that no doubt pay to get positioning).

Unfortunately, as the common practice today "updates to better serve you" "improve performance" or "expand offerings" are platforms used to bring in more advertising.  If true user improvements were the desired outcome, without underlying profit, this latest Comcast-like update would have IMPROVED speed, minimized button pressing, and offered an interface that actually helped you get to what you wanted to see.

Follow the money and you have your answer.

[LongtimeuserNJ]

I've experienced all the problems and frustrations others have pointed out...

- no PIP in the guide

- no chapters

- too many posters everywhere taking up too much space and slow to load

- hard to read fonts that are too small or too big

- banners that take up too much room and stay on too long

- overall sluggishness and random responsiveness to the remote

- more video glitches and freezing compared to old version

etc. etc. etc.

The thing that **bleep** me off even more... I called VZ to complain and the automated system actually force rebooted EVERYTHING without asking first... Router (which cut off my internet temporarily) and all set top boxes BEFORE letting me talk to anyone... Ugh!

I really hope they fix some of these major issues very soon, as an emergency fix.  

[mmeemaww]

This new guide format is unusable.  I can barely read the channel numbers, can't read most of the network names/logos, and the color coding is gone.  This makes browsing too difficult to do.

[SnyderJames]

Please fix the Guide, back to what it was. 
I can’t believe you think it’s better, what did you do, test teenagers? The guide is so small, no info about the show, no color coding, and very slow!

i miss the the small box showing what your actually watching. Please return the old guide.

[Rich481]

This so-called update sucks ,l feel like l went back 20 years, whoever designed it should be fired, fill it back to the old guide which was fine or l will be using another carrier.

[RG625]

This new interface change is VERY BAD. When changing channels, the Information Bar is EXTREMELY POORLY DESIGNED. It's TOO BIG and does not display the channel logo of the CURRENT CHANNEL which is  REAL PAIN. The font is huge which now NEEDLESSLY displays the next 2 shows, but the text of the current channel is tiny and like I said, with NO channel/network LOGO. WHY? Verizon couldn't mess this up on purpose. How do we go back to the old format??

YOU CAN'T EVEN TELL WHAT CHANNEL YOU'RE ON AT A GLANCE. DISGRACEFUL! This is NO LONGER an information bar.!

The team that created this interface should be fired.

(I'm using the older STB. Refuse to "upgrade" to Fios One.)

[Newguideconcern]

In what universe should the “Solved” check mark be displayed in the title of this forum? If “Solved” is the VZ response, I guess we know how little they respect their customers! We paid for this horrible update and I want our money back!

[KennyG8]

I would like to know who they tested this new system with who thought that getting rid of the chapter function for recorded programs was OK.  I doubt they tested it.  They need to bring that back IMMEDIATELY.  The rest of the changes I can deal with.  While I'm on here let's also simplify the back button and just go back to the previous channel.  Anybody who has ever developed user interfaces should know less clicks is better.

[n900mixalot]

Huge TV, can't read anything! The new guide is too cluttered.

[CKR-MD0615]

My family does not like the new guide either. It's hard to read and there are latency issues.

[KK410]

Nilsa, I agree with others.  To show this thread, where very unhappy Verizon customers have given their feedback, as “SOLVED” just because your apology on behalf of Verizon is posted DOES NOT SOLVE THE PROBLEM.  We have all chosen Verizon for various reasons but the viewing guide is an extremely important component of choosing shows and watching TV. Please confirm what action is being taken so your customers can make a decision to stay or become Comcast bound.   It’s simple. Make sure the corporate heads hear us and put the original guide back.  

[KK410]

I don’t use social media BUT a post there for others to provide feedback linked to this forum could help. Fios has over 5 million customers.  We are a drop in the bucket.  And granted this upgrade may not have been rolled out to everyone at once.  I will call Comcast tomorrow and suggest others do as well to see if a discount for Verizon Fios customer transfers could happen for those of us mentioning the unsatisfactory “DOWN”grade to the latest Verizon guide as the reason for our signing up. 

Verizon Fios~I don’t want to leave but I pay a big monthly check to you every month.  Our voices should matter.  

[jackmcgann]

The Latest "EPG" changes are really difficult to read without the colors.

[yermi112]

This is the worst channel guide I’ve ever used. Who in their right mind thought that this was a good upgrade. When you find him, fire him. I won’t go through all the defects as they were pointed out in the previous posts. Change it back to the way it was.

[thedears]

This new guide is awful.  I will consider leaving Verizion because of this.   We loved the hold guide, how you could click the top arrow button under Guide and see the PIP and  expanded guide, or just hit guide and see the PIP in the top left corner, or click on Info twice and get a nice paragraph about the show you are watching.  This is really bad.  If not reverted back, just leave Verizon everyone.   

[2poodles1]

If you call, just say the word “complaint” when the computer asks what you’re calling about.  Say nothing more.  I got a real person in less than a minute but you might have to wait longer depending on when you call.  She was very nice. Not in a position to solve the problem but at least listened.   More callers can’t hurt.  

[Mojojones]

Guide is terrible. Hard to read. 

please offer option to revert to previous version