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. 

[DHK11]

I have to agree with every complaint. I have found no improvement over the previous guide. Two old sayings come to mind. “KISS” - keep it simple stupid and “If it ain’t broke don’t fix it”.

[Mr7r5]

I agree. I absolutely hate the new guide.  Seriously wish we were given the option to not change the layout.  

[mikenj69]

I echo everyone's comments. The new guide is a BLOATED & HORRIBLE MESS and has ruined the performance of all of our TVs. I will be leaving Verizon if they don't fix this in the next month or two. Absolutely outrageous that they deployed this junk to their customers!!!

[leedr]

totally agree

[Vsc171x2]

How can you mark this issue as SOLVED? Maybe you defined "solved" with the same criteria you defined "improvement" with when it came to this upgrade.

This is a TERRIBLE update to the guide. I agree with every complaint that has been made. It's pretty much unusable and everything about this is a HUGE step backward and that fact that Verizon's response to the over 400 complaints is, "Our release products go through testing sessions with customers just like you before the products are launched." is a slap in the face.

Not a single response here has been positive. Which customers did you use to test this on? You want us to believe that a majority of the "customers just like us" thought that a still image, in the guide, was better than the PIP feature you previously had??? I want to meet the "customer just like us" who thought that doubling the lag time on just about every move you make with remote, was a good idea. I want to know what sports fan you tested this on who said, "Please cover up the bottom third of the screen with useless information for 6 seconds every time I skip/reverse 30 seconds. I love not being able to see the ticker, score, or time left in the game." 

Those are just a few examples (you are selling) that are almost impossible to believe and make you look really bad when you try to justify this mess of a guide. 

I don't know how you can stand behind this update? You really should revert back to the previous guide. It's obvious you have no interest in what your customers want. You made that clear when you marked this as "SOLVED". 

Do the math, it appears almost 100% of the people who have used your new update have had a significantly negative reaction to it.

You are most likely going to do nothing about this and will just wait it out. I guess we can hang our hat on the thought that if enough people post complaints here, potential new customers will read these posts and see what a poor product they will be getting if they go with Verizon. Verizon, your existing customers on the verge of being reduced to a cautionary tale.

If this guide stays the same, I am seriously going to consider switching to Comcast. I pay way too much money to put up with a lame upgrade that makes my TV watching experience so much more difficult.

ps. You also said, "The feedback you have provided has been shared with the team for further analysis."

Is it safe to say that this is the same "TEAM" that thinks this update is a great improvement? If so, maybe we shouldn't hold our breath on the"further analysis" promise.

[Joe8121]

I agree with everyone, I've had Fios for a decade and have seen many updates over than time and never felt the need to comment like this, so that's a first for me. The new update has rendered interacting with the guide and channel navigation sluggish/laggy, as everyone else has said. I also really dislike that the current channel preview thumbnail was removed from the guide, that was really useful and allowed for multitasking so you can watch something while searching the guide. I guess we'll have to adjust but hopefully Verizon implements a patch soon

[12yrCustomer]

Just wanted to add that my wife and I agree with everything states in the comments above. Included us in the customers who disapproved of this update. Everything about it is terrible. Cant think of 1 thing that was made better as part of this update. Totally frustrated and disappointed.  Do not believe this was demo to customers requesting feedback as these glaring issues would have been identified. Please please fix or revert back quickly!!!

[Fios19473]

About 10 comments per page 0ver 45 pages so 500 complaints 

verizon take note or loose customers but Verizon does not care about customers.

they ruined yahoo groups , ruined Tumblr  , and are no ruining TV.

i don't think they realize how many people don't want to be streaming or using on demand they just want to watch the TV as a distraction to get they our dull lives.

its reality for us don't make it hard. Please 

[tarheelinva]

What a mess.  Hate the new Guide!  Whoever came up with this design should be fired and banned from the cable TV business!!  Prior to the pitiful update we had a choice of 4-5 different Guide layouts.  Now we have only one and it can barely be read on a 75” TV at 9’ or so.  Revert back and try again after you truly test a new design using real customers.  And bring back Chapters.  I used them every day.  And Picture in Picture while scrolling Guide.  Color coding too!   What a mess.  Please, FIX IT!!!!

[Krug]

I agree with all of the previous posts regarding the guide and DVR issues created by the latest "update".  In addition, I would like to add that while trying to rewind a live TV show you can't stop it for at least 3-5 seconds, no matter how many times (or other buttons) that you press.  This effectively renders the rewind function useless.  Very annoying as this is one of the major reason why most people upgrade to a DVR.  Resetting the DVR does not fix this problem.  For what we are all paying for this service, we deserve better.  BTW: I also only created this account to register my displeasure with this entire so-called "update".

[vbaron1]

The change to the Guide is horrible and a degrade in performance from the previous version.  The are several notable problems:

1. The colors helped to navigate and make distinctions between shows, why would they remove that feature?

2. The picture-in-picture in the upper left of the channel currently selected is gone.  Again, a great feature.

3. The system response is slow, to the point that it is almost unusable.

The team that authorized these changes should be fired.  Bring back the previous format.

[vbaron1]

They have a YouTube video with the new changes.  The comments section is turned off, but you can still "dislike" it.

https://www.youtube.com/watch?v=59WZOsi_BSo

[Mr-Mike]

Awful.

Fios guide has always been worst in the industry.  Now even more so.  No clue to perform study groups, subject matter experts that have no clue what creates an effective human interface. Ugly as all heck and hard to look at.

Everything is BOLD and crowded. Miss the red highlight for movie content vs 'shows' and other broadcasts. removing the window in the upper left the continued to show the current channel is flat out stupid especially since the new guide hard to look at and requires more time to interpret. 

Will like switch back to Comcast even though I will continue with FiOS internet (2nd to none). Will gladly waste the money on a 2nd useless internet service to have  a much better television experience. 

I give Verizon a month to come to their senses, admit the mistake and revert back to the previous not-great guide, which was still far better than the new one.  Suggest they replace the entire team and management responsible for the 'user experience'

[Sam1233]

When viewing the guide, the next and prev keys do not work to scroll horizonally fromnext and previous screen .  I miss the color-coded genre feature.  After clicking "Record", I can't return to the previous state of the guide.  I suggest returning to the previous version until the current version has been debugged and tested.

[MAN3637]

I agree with statements on here. I also feel, we pay so much to begin with, to make such drastic changes like this without informing all customers via email or mail or at least allow us the ability to go back to the old version of the guide.

The New Guide is hard to read, hard to differentiate between sports, movies, etc and overall hard to navigate thru the days. 
Verizon Fios, allow your customers the choice which guide they want to use!!

[Kindaplump45]

Bring back the color coded guide. This new update sucks!!!

[NOTHAPPY91]

I convinced myself that though I was spending way too much on Fios TV I truly enjoyed the service. That’s over now!!  Every single feature I loved and used is now gone!! It’s as if the programmer NEVER watched a minute of fios tv!!  So now I’m paying a premium for an awful experience. The icons are totally unnecessary and just slow everything down. If the guide isn’t restored soon I’m outta here. So fios say good bye to a customer who’s has 7 boxes 2 dvrs phone and internet. 

[GUIDE1]

I agree it is really BAD

1. it is smaller font and hard to see on a 48” TV on our 80” its ok

2. You can’t fast forward on recorded shows by 10min anyone  ( you would use the Up Arrow and the the display would allow you to jump to whatever 10 min section in the show. Now it takes forever. I guess it’s time to get rid of the DVR

3. Slow Play doesn’t work. This was great for sporting events (sucks now)

4. even today you can’t add extend time to recording football games

PLEASE GO BACK OR FIX THE ISSUES

[Nimzo19]

The so called upgrade is a calamity.  Whomever was responsible for the "upgrade" clearly did not understand or bother to take into account the basic principles of human factor design.  Its very hard on the eyes; slow; lacks the very essential ability to view a single channel lineup in the tv guide-now you have to scroll and scroll; no longer can skip ahead in 10 minute increment son the DVR <what does that have to do with the design>.  If this doesn't get fixed then its all I need to cut the cord and and pick up on air broadcasters for free. Im sure there are many others struggling with this 

[F_PK]

My question is:  What new hardware or software product is Verizon planning on releasing that will make ALL these issues go away. (for and increase in cost of course)

[PhillyPod]

I agree with the other 400+ replies.  This update it terrible for all of the reasons mentioned by others.  In particular:

1. I really liked the Picture in Picture box in the upper left. It allowed me to continue watching the show I was on while browsing others.  WHY would you get rid of it??

2.  It is much slower to navigate

3. In the old Guide I could hit my "favorites" button on the remote to bring up my list at any time.  Now, if the current show info bar is on the bottom of the screen it won't work.  I have to hit "exit" and then "favorites".