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. 

[LadyTVWatcher]

I agree there are serious problems with the new guide. And I can't get the background video to disable making it nearly ineligible. Maybe the small font in tight spaces works on a huge tv but on my 39" I can't read it anymore.

[FIOSGirl33]

The new FIOS update is terrible!  The guide is too bunched together to read.  The last button only shows DVR or On Demand shows you watched last and not regular TV.  The remote is slow responding.

Can we please go back to the previous version or fix this version?

[Prosndinc]

The new guide is terrible.   No Color coding,  No way to increase the guide viewing size.  No way to chapter thru pre recorded shows.   Tons of issues and no resolution from Verizon.  A typical Ignore the customers needs response

[Newguideconcern]

I must have missed it while going through almost 700 complaints about the new guide. What I missed is any VZ response other than the insane “Solved” after the title! How stupid and gullible do they think we are to tell us this update has been solved! We paid for this update and I want my money back! A 10-15% rollback in monthly bills could placate us, but a rollback to the previous guide would be considered a solution! VZ owes us something other than “you’ll get used to it”. I was very sorry to hear Comcast may have the same crappy guide now!

[mister_fixit]

I recently tried calling Verizon to negotiate a lower price, since the nearly 300 i pay per month seems obscene.  Not only did they not offer me any savings, but by the end of the call, what they were offering was a price increase for less channels lol...  only with Verizon would that happen.

For most people, you want the Gigabit internet, so you tolerate the sub standard TV, oddly rigid plans, and inflated prices.  Only when it becomes basically unusable would you switch, and that's exactly what they've done here.  They've already been losing lots of customers due to the pandemic, so naturally their move is to anger their remaining customers and chase them off too.  You can't make this stuff up!

[AlexisinNYC]

I don't know who designed or signed off on the new user interface, but they should all be fired. The interface is harder to read, takes up the entire screen, and adds one or more steps to every action I want to take -- makes everything harder and slower, NOT easier and faster. 

Did Verizon actually test this on real users? Obviously NOT! I may have to change to another provider, and I only just signed up for service in my new home.

[Bison1]

I find it very difficult to read  Which Channel I’m on on the left. I used to like the colors for different programs. I lost the ability to go back and watched what I missed. The new background is looks jumbled.  Overall I wish they go back to the old guide which is much more user friendly. 

[ARTMOZ]

A FEW OF THE PROBLEMS WITH FIOS RELEASE APR 7-0

The problem was Verizon FIOS tv was slowing down.  Big black spots watching shows.  Stuttering, freezing for a few seconds.  Rather than speeding up the network they decided to optimize the software.  The program grid was a big overhead.  It's faster now but almost unusable. Some of the problems with the program grid.

• The grid appears to be SD not HD.  (previously HD) How large must my TV be to read all the lines?  I have a 47-inch HD TV about 8 ft from viewer.
• The channel numbers are too small.  The channel numbers and icons are unreadable (not necessary and useless) Why not larger & in text?  Get rid of all the graphics and substitute large readable text.  Are you trying to make it pretty or efficient? All the graphics on the program grid are unnecessary.

[pghgurl]

My remote is now so slow that I can't even get to the right channel.  There was NO testing for this upgrade.  Whomever approved this upgrade should  be fired because they are totally incompetent. 

[Mama27]

As senior citizens we find the guide very difficult to read.  On a smaller screen it is impossible to see from a distance. When you change the format to enlarge it, everything else gets screwed up.  Please bring back the other format.

Thank you.

[Pandas314]

This whole update was done in a vacuum. The inability to get rid of the banner each time you press the forward without hitting exit each and every time; the chapter function was a great tool; latency; not user friendly; and finally when you try to find out how to do something, you have to watch a video they created that may or may not cover the topic you are searching.  Maybe it is time to cut the cord?

[Nilsa_VZ]

Dear Verizon Customers,

Thank you for bringing these concerns to our attention. We hear you and apologize that this software update did not meet your expectations.

We have shared your feedback internally for further analysis and consideration.

Our Product Development Team is working diligently to address the concerns and planning to implement some improvements shortly.

As always, we greatly appreciate and value your feedback.

[G-S]

"some improvements"

Just 

ROLL

IT

BACK

!!!

I think we were all pretty much content with what we had.  

[Fiosvze]

Please roll it back to what it was before this update.

IT’s TOO BUSY

Thx

[F3RK]

This is not acceptable.

the new guide and format are the most annoying thing I’ve had to deal with. It makes me want to cancel my cable. I mean what’s  the point anyway. 

[LB310]

How is this a solution?? Telling your internal team? The update is AWFUL.  Roll it back. Think it’s time to change cable companies. 

[het100]

Verizon,

Respectfully, writing as a Fios customer for 20 years, there is no need "for further analysis and consideration" or "to  implement some improvements shortly". JUST ROLL IT BACK TO THE PRIOR ON-SCREEN GUIDE AND MENU OPTIONS THAT NO ONE HAD ANY COMPLAINTS ABOUT AND EVERYONE ENJOYED USING! PLEASE! 

---

@Nilsa_VZ wrote:

Please disregard that this topic has been marked as solved. This post was marked as the solution in order to float it to the beginning of this thread for increased visibility.

Dear Verizon Customers,

Thank you for bringing these concerns to our attention. We hear you and apologize that this software update did not meet your expectations.

We have shared your feedback internally for further analysis and consideration.

Our Product Development Team is working diligently to address the concerns and planning to implement some improvements shortly.

As always, we greatly appreciate and value your feedback.

[clarkekent]

If the new TV guide change isn't rolled back by the time my 2 year commitment is up I will be leaving for Comcast.

[Vown]

My choice is cox but I am switching too

[mister_fixit]

yeah enough of this nonsense, i'm dumping fios tv as soon as my firesticks show up, youtube tv is the way to go

[JSRCHJ]

The new software is awful - sluggish in many ways and removing the chapter function were bad moves.  I like Fios but this does bring me One step closer to cutting the cord.  Please fix quickly!