Sept 2020 Fios DVR and Guide Update
Scott804
Enthusiast - Level 2

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. 

1 Solution
Nilsa_VZ
Community Manager
Community Manager

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 are listening to you and based on your feedback, we have made SOME additional changes to the new Fios TV Interface with the APR 7.8 update. Here are the interface updates:

  • User Interface Improvements
    • Guide legibility improvements
    • Free To Me filter renamed to Subscribed
    • Episode font size updated to fit more characters
    • 2 ½ hour guide skipping with prev/next buttons
  • Video On Demand updates
  • Fixes/Improvements

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You will see the above mentioned Fios TV interface changes roll out from 12/09 through 1/13.

Additional responses:

Coloring: Here is another way to navigate to channel groups that used to be colored:

The channel neighborhoods are still organized by the genres you're familiar with.  While in the main Guide, press the Guide button again to apply your filters and move over to the Jump To function.  Now you can jump your guide to specific channel neighborhoods.  If you have Fios TV One with a Voice Remote, while in the guide you can also say “Jump to <channel neighborhood>”.

Last Button: The button labeled "Last" on our remotes for 1100 and 4100's can be configured to operate in one of 2 ways. You can either jump back and forth between your last 2 watched programs, or you can have it bring up the "Last Watched Rail" which contains more of your most recently watched content, including VOD and DVR shows.

Access Menu>Settings>System>Television>Last Watched Rail to enable and disable the Last Watched Rail.

If the "Last Watch Rail" disappears, please use this workaround: Reboot the box or boxes on which the issue is seen to check if that fixes the problem. If it still appears bothersome or comes back, please disable the last watched rail.  Access Menu>Settings>System>Television>Last Watched Rail to enable and disable the Last Watched Rail.

We are aware of the Last Watched Rail issue reported in this Community and we will have a fix in place with the next release.

 

Guide Banner: You can disable the Guide Ad banner setting via the following:

Main Menu>>settings>>Notification>Guide Banners->Disable

 

Lagging / Slowness / Sluggishness:

If you are still experiencing lagging, slowness or sluggishness when interacting with the set top box after the latest update (APR 7.8), please elaborate on which specific functionality is exhibiting this behavior (ex. Navigating Menu/Guide/On Demand, channel surfing, DVR etc.)?

Please feel free to provide any additional details which will be useful and assist the development team as they further investigate.

 

As always, we greatly appreciate and value your feedback.

Thank you.


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Nilsa
Community Manager

Community Manager
Community Manager II

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1,202 Replies
spm1060
Enthusiast - Level 1

**bleep** beyond belief.  Worst thing ever.  It would be different it was an improvement but you have removed the best features and it is soooooooooo slow to respond.

bristollucy
Contributor - Level 1

I wish more customers would spend the time to complain. Maybe then we'd get some relief. As it is now, not enough people are complaining, so they just sit on their salaries and do nothing.

mycrowsquish
Enthusiast - Level 2

This upgrade has been so bad and so little has been done to fix this, I'm looking at my options to get rid of FiOS. A shame to lose customers because the user experience on your cable box is so terrible.

What I've determined is this bad upgrade added way to much flashy graphics. the STB is not capable of handling it because the CPU, memory and graphics processor is not fast enough. This should have waited for a better STB. This is like getting an iPhone upgrade on old hardware.

A lot of it was unnecessary. I do not want to see an on screen timeline when I press pause, jump forward or back 30 seconds. This can spoil a show or movie as I now know how much time remains. I'd rather be surprised.

But here's the slowness of these heavily graphic overlays. It takes up to 5 seconds to get the STB to respond (and sometimes you must press the button again):

  • Pressing Pause
  • Pressing jump forward 30 seconds
  • Pressing jump back 30 seconds
  • Pressing "OK"
  • Pressing "info"
  • Pressing Guide and sometimes there is an extra 5-10 second wait for the guide to fully populate.

These should be instantaneous operations. Something I get if I use a Roku, YouTube online, or any other streaming service.

Also, if I hit Ok on the DVR to get information on a show I'm watching, it remains on the screen for a LONG TIME. If I press Exit, I'm now prompted if I want to exit to live TV. That's bad too. That's why I hit stop or a new channel. I'd never exit from there and only want the overlay to go away now.

there are just too many overlays that hide too much of the screen, have too much graphics, remain too long on the screen and don't provide any value.

I'm hoping other post, complain and threaten to leave the service. Maybe then Verizon will do something.

bristollucy
Contributor - Level 1

You are the one thousand and ninety-eighth person to complain. We aren't even a .001% of Verizon customers. So why should they care?  Truth is they don't care. We can suffer or move on. Moving on is a tough choice. But there are options for the guide like Roku, Alexa, even new smart TVs. Just does **bleep** me off that one of the best features of Verizon was that guide. Oh well, Merry Christmas and a Happy New Year.

Flyerguy90
Enthusiast - Level 2

Just wanted to add my voice to this.  The new UI system is absolute and utter garbage.  I thought I'd give it some time to catch up, but it's just as inept and difficult to use as it was in Sept.

SO MANY problems with this thing, while so many GOOD FEATURES that were in the old system (and were very effective) are now gone.

In actuality, I did call tech support back in Sept and complain about the removal of time stamps in DVR recordings, and that it was UNACCEPTABLE when you have 2-3 hour recordings.  Lo and behold, a week or 2 later they magically updated the system and gave us an hourly timeline (and actually labeled it as "new").

But yes, THE BIGGEST issue right now by far is the SLOW SPEED.  Everything takes forever.  Every button push.  I've tried getting all new remotes.  No change.  It's like the poster above me said, there's clearly not enough cpu power to drive this new UI.

I wonder... Does anyone who works at Verizon realize what we USED to be able to do with the DVR system and live TV?  Did NONE of the tech's who designed this have any access to the old system and it's capabilities?  Because it sure seems like Verizon hired the WRONG people to be in charge of this new system.  It needs to be fixed.

Soxfan1432
Enthusiast - Level 1

As the title states. The updated guide/UI is by far the worst I’ve very used. It’s always freezing and you can’t look at the mini guide while watching the full screen. All you see is what’s playing now and one movie ahead. Put the old system back. This new one is laggy and freezes constantly as well. Who designed this piece of trash anyway? Who needs a huge movie art picture instead of the **bleep** guide info. And where is the darn time located in the mini guide? 

michlin
Enthusiast - Level 2

It is that bad. After more than 20 years with Verizon, and previously BellAtlantic I an leaving for Xfinity. I've had it. In the more than two months since they released this kluge no attempt has been made to fix it.

UnhappyCamper10
Enthusiast - Level 1

I can only add to the list of complaints already listed. The new guide is the last straw. Balky, hard to read, seems to "forget" all the settings I enter in a day or two and a host of other things that just add up to just not worth it.

I will be cutting the cord shortly.

AGW-1980
Enthusiast - Level 3

APR 7.5 (with some updates) is still the standard in some parts of the country (e.g., here in northern Virginia), according to the Verizon phone techs, while APR 7.8 is already in use in other parts of the country.  I don't know why.

jhickey007
Enthusiast - Level 2

DEC 12, 2020

My fios STB/DVR updated and I now have:

1) up to 2 sec latency between pressing the remote button and the result. This makes you hit the button again. Sometimes it remembers how many times you pressed it. Sometimes it doesn't. By the time it's done, you don't know where you are.

2)Pressing LAST watched now takes 4 seconds.

3) While paused, using the JOG FWD and BACK (to see a good football catch), the new screen graphics obscure the video with the timeline, -/+.4sec, channel info, time, and a graphic of the remote buttons. If I'm trying to frame by frame, I want NONE of that! It's one of the great things about having a DVR!

4) While viewing GUIDE holding PAGE DOWN or UP use to work quickly and continuously instead of one page per one arrow down or up. 

5) Three or four times I've had to reset the STB because LAST WATCHED selections were incorrect, Stuck at some previous time.

Gentleman, when you add Thumbnail photos to every channel and nifty graphics to every menu, THINGS WILL SLOW DOWN. I agree with previous complaints. The last version of GUIDE, LAST WATCHED was fast and better. Leave well enough alone.

bristollucy
Contributor - Level 1

We are stuck with it. No amount of complaining from a few will force management to change. Most subscribers are just suffering in silence.

RG6251
Enthusiast - Level 3

Apparently this FIASCO of an update is more important to Verizon than it's customers.

Two BASIC business ethics still remain true (except with Verizon):

1. The customer is always right

2. Customers always come first.

So... HOW IN THE WORLD can this self-serving update be SO VALUABLE TO VERIZON where they cannot simply ROLL IT BACK??! 

PLEASE ANSWER!!  HOW??

bristollucy
Contributor - Level 1

They cannot be bothered.

mfidelman1
Enthusiast - Level 2

For what it's worth, it's a lot better (but still not very good), after a reload & reboot of our cable box.  It's back to barely tolerable.

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bristollucy
Contributor - Level 1

I wish I could say the same. 

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2poodles1
Enthusiast - Level 3

The other night we were trying to find a game on ESPNU.  We couldn’t read the logos.  On our 65” TV.  Standing 3 feet away (no way we could read them from our seats 10’ away so we got up and moved closer).  Luckily, we have memorized the channel for ESPN and assumed ESPNU would be nearby, so clicked on each one, one by one, until we found it. Otherwise we might still be searching since channels aren’t color coded and many logos are unreadable. 

Most people would describe this as frustrating and annoying.


Verizon calls it an improvement. 

bristollucy
Contributor - Level 1

It's driving us crazy.  I think Verizon has no intention to make any return to the color channels or showing the channel numbers instead of the ridiculous "TV" column. 

zSkylar1
Enthusiast - Level 1

I bought a TiVo Bolt and cable card. I can use On Demand on another set top box. But for my primary watching room the TiVo can do 95% and the UI is such a pleasure. Upgraded the remote to back-lit (LUX remote). I couldn’t deal with this upgrade any longer. 

Bluespeyer
Enthusiast - Level 2

The lag is insufferable. What once was a smooth and enjoyable TV viewing experience is now intolerable. I've purchased a Roku stick for streaming and will be cancelling my Fios cable subscription. (I'm keeping internet – for now anyway – because it remains stellar.) I wonder if Verizon is purposely trying to drive people away from its cable service? I think they lose money on it every quarter, so maybe better for them not to have it. Sure doesn't seem like they're concerned about defections. 

NewtownGrant20
Enthusiast - Level 1

1. Still experiencing serious lag for pause, rewind, FF, play of both live tv and DVR —especially pause and play. 
2. Still don’t have the channel logos in the guide. I rebooted both the box and the router in case this would have made a difference...it didn't. 
3. When are the color codes for shows going to be reinstated?

parsleyndill
Enthusiast - Level 1

Yep.  The time lag between pressing remote buttons and getting a result is close to absurd.

But the lack of color coding for types of shows in the Guide means I just watch fewer and fewer programs on live TV.  Because I didn't see the listing, as all listings look exactly the same (between movies, series, news, sports, etc.)