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. 

[Skizzie11]

Because they don’t care about each viewer, if they did they would have:

1. Not changed it in the first place (if it ain’t broke...) or

2. They would have made a beta version for people to try it out and give feedback BEFORE sending it out to everyone or

3. Made an option to install it when we wanted to or

4. Made an option to uninstall the update once we realized how hellacious it was.

But nope not good ole Verizon, they don’t care what the customer wants.

Also I just finished up with Comcast/Xfinity and unfortunately they charge $79.99 for installation since they have to cut off fios and run their lines, but he said to look out for free installation deals in the future. But I am willing to pay the fee to get rid of FIOS.

[JPW11]

What about Northern NJ?

[Skizzie11]

TO A VERIZON REPRESENTATIVE:

Can you please provide the revised schedule for the update with CORRECTIONS to all of the Problems. Before you said:

Fios TV interface changes will follow the schedule below:

• 10/22/20 - Pittsburgh, PA; Harrisburg, PA; Buffalo, NY; Syracuse, NY; Albany, NY 
• 10/27/20 - Queens, NY; Burlington, MA; Rhode Island; Richmond, MA; Norfolk, VA 
• 10/29/20 - Silver Spring, MD; Freehold, NJ; Philadelphia, PA

[shwhite]

    All of this has caused major issues with picture quality, last channel and just overall complaints on social media. That maybe fios does not monitor. My guess it's for the more expensive voice command system that they will push in coming months. All to pad the pockets of board members. Young people don't watch TV. Please let buttons be pushed! Bring back the old guide for current users! 

[Really01]

It’s obvious you never beta test for user input?  THIS UPDATE IS AWFUL!!!  I HATE IT!!!

[robertg221]

Well the new Fios interface changes suck.

The only good thing is the basic layout of the full screen guide page with the description at the top. But they have made some of the fonts so small they are impossible to read without at 96in tv which not everyone can afford.  Another problem with the description area is that they make the show episois name the largest font. This is fine for movies but is totally useless for TV shows where the name of the show should be the largest font. Another feature that seems to be gone is the ability to jump ahead in the guide by 2 hours. Now I can only do full day jumps. The channel numbers are also to small to read. 

The lower third description is the next area of major problems. Again the name of the  TV show should be the largest font, not the name of the episode.  The second problem is that the lower third stays on the screen too long. It would be better if it didn't even show up when you pause/FF/rewind a program. In the older software there was a way to change the amount of time the lower third is on the screen but that feature seems to be gone.  Again the fonts are to small to be readable.  The same readability problem applies to the ''option'' choices, fonts to small. 

[Bunny14]

How do you do full day jumps in the guide now?

[CRobGauth]

Same way you always did. By using the FFWD button

[ChicBlue]

WOW! Thank you Verizon. Perhaps you could consider getting feedback from customers before making changes like this?? 

[Rybo917]

The new menu is terrible. Looks ok, but is incredibly slow. Seriously slow, i hate fios now

[satchmo281]

Nilsa,

The changes you enumerate are simply an attempt to get your customers back to a level of service you once provided.  The attempt is a move in the correct direction.  It is simply an attempt that falls short.  There are a number of features still missing that users once had.  So we are still on the negative side in respect to this change.

I mentioned in my initial post that this must have been a cost saving move by Verizon.  My guess is that it will not be.  The number of customers that move to other cable providers or cut the cable will offset any cost savings.  This is the same guide Comcast has been using for years.  I have had my friends, who are Comcast customers, mention how the old FIOS guide was superior to their guide.  I agreed. I won't be hearing that any longer.  

This change to the guide was a serous misstep. 

[whythechanges]

I was a Comcast customer for 20+ years and the only reason I left them was because they changed their guide years ago to the same nonsense FIOS has just implemented.

Before Verizon decided to make changes that weren't necessary,  if you were in the guide a few days or weeks ahead and you hit "info" or "set reminder" you could easily hit the "back" arrow to take you back to the same spot in the guide you were on.  Now, there is no way to take you back to where you were in the guide.  VERIZON-  PLEASE PUT THIS BASIC FUNCTIONALITY BACK!!!!!!

[GBTV-ONE]

Another BUG:

Found a movie in the guide that had already started. Pressed INFO button to see more airings. Scrolled future airings to an airing on Nov 1st. Program information is clearly displayed in the airing Tab. Pressed INFO button again. Received a Message saying "Program Information not available" (top left) and "loading" (top right)- even though program information is clearly visible in that airing spot. Screen continues loading for a full 3 - 4 minutes than comes back with a message saying  program information not available, would you like to record this event for 1 hour or 2 hours.

I read in an earlier post that a revision is coming out at the end of the month. In the beginning, I thought this version might be salvageable. There are times when you can fix a failed release. This is not one of those times. This update is so badly broken, in so many places, it really should be rolled back. 

Some thoughts regarding future "enhancements".  Incorporate demographically representative customer surveys, focus groups, etc., to vet proposed changes, especially when REMOVING functionality. If you are not already doing it, figure out how to Beta test changes with real customers that represent the correct demographic distribution of the full customer base. Age and eyesight matter A LOT here. 

[skuhlie]

Bring back the color coding also.

[LongIslandFios]

When will the 7.5 update be available for Long Island, NY?  Losing the Chaptering feature is a big setback.  New guide has lots of issues as well.

[scubaj1]

I can't see any change based on the screen shot provided.  Why not ditch the inane all black bars and return to some that everyone can quickly scan?  Does this change speed up the horribly slow response time?  I agree that these changes were made by kids with no human factors training.  To say I hate it is an understatement.  Why doesn't some VP at Verizon provide their phone number for personally delivered- answer: no one at Verizon cares.  Time to ditch Fios TV.

[scubaj1]

you cant stop arterial bleeding with a band aid and thats all this latest fix to the horrid mess created by Verizon.  Id love to see the age group that this change was a good idea.

[Scott804]

Hey Nilsa, 

When is this change coming to Richmond, VA?  I didn't see us on that schedule unless MA was a typo. 

[radiosilence]

Verizon -

Thanks for making a few changes. But, based on your new screenshot, you're still missing the issue that's underlying the worst problem, that of response time. It's the graphics. You've loaded up the guide with so many movie posters and channel logos - useless, because they're all too small to see - that the system can't respond fast enough.

You had a guide that was perfectly satisfactory - color-coded, fast, easy to read and use - and scrapped it for one that's ugly, unhelpful, and slow. I suggest you revert to that previous system and, if you insist on any further "improvements," let someone with some actual experience in user interface work on it.

[Southern2356]

Well after using it for the weekend, this Band Aid is just that.  While it addresses the PIP, a larger guide, and the crap at the bottom of the screen when changing channels, it is still slower and unresponsive as molasses on a winter's morning. 

You can't hold down the channel button to sweep through the guide. 

I still have issues with the favorite guide going to the first channel in the list when I'm on the last channel.

No color coding stinks.

Just rebuild the whole sibang to the way it was 4 weeks ago and you'll never hear from me again. 

[Tyreeeejde]

The new guide is terrible! I’ve been trying to deal with how inferior it is for the past three weeks, and I just cannot handle it.

Nothing is intuitive.  Some of the icons you can’t even read because the color interferes with the background of the guide. And some of the icons are so detailed and small that you can’t make out what the words are. This is on a 55” tv to boot.

I also hate how difficult it is to parse through all of the different channels. The color coding system is something I never realized I needed until now.

 I just needed to vent Because every time I turn on the TV and press “guide”, I get {word filter avoidance}.