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.


Verizon Logo
Nilsa
Community Manager

Community Manager
Community Manager II

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1,202 Replies
Newguideconcern
Enthusiast - Level 3

I held my nose and went to Fios One. It fixed the MOST annoying issues of lag. Colors are still missing and I am on 7.8. 

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F_PK
Enthusiast - Level 3

Switching to Fios One (at an increase cost of course) was the WHOLE purpose of this TERRIBLE update. Thanks Verizon!

Southern2356
Enthusiast - Level 3

I've pretty much given up that it will get any better.  Come August when my contract is up I will most likely be leaving.  Too bad I've been a customer in one form or another for over 20 years.

BRG99
Enthusiast - Level 2

Hi,

I have been a Verizon customer for 30+ years, and this week, I purchased a TiVo system even before my contract expires this July. That is how fed up I am with Verizon’s lack of concern for us paying customers.

Earlier this week, I chatted with Verizon Customer Service. They seemed to be unconcerned about these big FIOS software problems, even after I sent them the link to this forum’s 116 page conversation. Instead, they wanted to troubleshoot my setup.

They asked me to reset my boxes, which I had already done.  Then, they wanted me to make sure that the coax cable’s pins were straight. They have chosen to ignore these 116 forum pages and, instead, prefer to go with their standard troubleshooting replies.

Ironic that each time they replied, I realized that they were not going to help me.

After I had explained that all of these problems occurred after the APR-7.8 update, they stopped chatting with me. That told me what they really think of me/us. Bottom line, Verizon makes so much profit from us, they do not have to care.

dukesmom1
Enthusiast - Level 2

The worse part is THEY USED TO CARE. I, too, am a long-time customer. One of the things I liked best about verizon was that all of their reps spoke English and they were extremely nice and helpful. I encountered attitude for the first time last week or the week before when I called about the guide. I guess it's a reflection of how the whole country is getting. Nobody cares about anybody but themselves.

clem21
Community Leader
Community Leader

@waymarie wrote:

The worse part is THEY USED TO CARE. I, too, am a long-time customer. One of the things I liked best about verizon was that all of their reps spoke English and they were extremely nice and helpful. I encountered attitude for the first time last week or the week before when I called about the guide. I guess it's a reflection of how the whole country is getting. Nobody cares about anybody but themselves.


I am NOT a Fios employee or compensated in any way, but I have to say there are people that DO care, and ARE working on another update to address more of the 7.8 issues. Tech support has their hands tied and I'm sure are as frustrated as customers when they can't help. NOBODY can change the guide functionality except the development team, and they are working on improvements. There are also Federal compliance issues.

dukesmom1
Enthusiast - Level 2

Hello. I appreciate your comments and I do concur. I think I'm watching too much news. lol  Thanks for your thoughts.

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balls9
Enthusiast - Level 1

FIOS just can’t leave well enough alone. Until you start getting complaints you need to keep hands off what’s not broke. You really did it this time. The new guide is awful, and in doing so it has the worst hesitation in changing channels perhaps any one person have ever seen. Do us all a favor and restore back to old.

jmichael5O5
Enthusiast - Level 1

Why is this saying "Solved"???? The lag time trying to navigate through the guide is INCREDIBLY slow!!!! Pressing the up and down button and trying to navigate the guide initially does nothing, until it actually does start to move. This was a horrible "Upgrade". Is there an actual fix being worked on this??? or is this the way it's going to be?

bristollucy
Contributor - Level 1

No, there is  no actual fix being worked on this. I don't think anyone is working on it. We are ignored. Management cares not a fig if we complain or not. Reminder, this is a Community Forum and not a company forum.

clem21
Community Leader
Community Leader

@bristollucy wrote:

No, there is  no actual fix being worked on this. I don't think anyone is working on it. We are ignored. Management cares not a fig if we complain or not. Reminder, this is a Community Forum and not a company forum.


Sorry to say you are WRONG! This is a huge problem for management and is being worked on by the development team, so stop spreading false information. It takes a lot of time to re-develop what they have done, and the changes have to be approved by a government standards group after each change. That takes time. They do watch this group, that's why they posted SOLVED to let people know they see the issues. Looks to me the changes were made to compete with other providers MUCH slicker interfaces, but they went overboard on the graphics to work properly with the older hardware that was out there. Progress? Depends on how you look at it, but there are supposed to be future enhancements made that couldn't be done with the old interface. Not excusing anyone, but trying to correct a misinformed statement.

bristollucy
Contributor - Level 1

Sorry, but subscribers are not seeing any evidence of any improvement to the mess that the September upgrade caused. I haven't said anything that could be construed as misinformation. I have stated the fact. No evidence that anyone has taken responsibility and no improvement. Perhaps if someone took the time to say, "Hey, we're working on it. Thanks for your patience." That would go a long way.

bristollucy
Contributor - Level 1

Sorry, but I disagree. Is this a huge problem for management? Perhaps, but since there has been no response since the rollout from anyone other than disgruntled subscribers, I suspect management has decided to do nothing because that is easier than an apology or explanation. Even a note to the Forum explaining where the upgrade  went wrong and what they are attempting to do to correct the problems would go a long way. We pay a lot for our service and I appreciate the depth of entertainment and news we get for our money. But when simply changing a channel is so insanely slow and quirky, I may have to go to Internet only and use my Fire Stick. I keep hoping the Guide will be as it was.

clem21
Community Leader
Community Leader

@bristollucy wrote:

Sorry, but I disagree. Is this a huge problem for management? Perhaps, but since there has been no response since the rollout from anyone other than disgruntled subscribers, I suspect management has decided to do nothing because that is easier than an apology or explanation. Even a note to the Forum explaining where the upgrade  went wrong and what they are attempting to do to correct the problems would go a long way. We pay a lot for our service and I appreciate the depth of entertainment and news we get for our money. But when simply changing a channel is so insanely slow and quirky, I may have to go to Internet only and use my Fire Stick. I keep hoping the Guide will be as it was.


Do what you want, but the SOLVED post was an attempt by the person responsible for this forum to show that this thread IS being read, and people ARE working on making the situation better. You are spreading misinformation by saying this is being ignored, and no one is working on it. I have made several requests for updates and have been told they fall under confidentiality issues. That's about all I can do as a contributor here, and you should be trying to inform, not spread rumors. By the way, what do you call APR 7.5 and APR 7.8, my imagination or attempts at fixing some of the issues posted here?

mycrowsquish
Enthusiast - Level 2

Hey VERIZON! hey FIOS! Are you LISTENING? I think i see a solution for you that would solve this dilemma.

I've read through this thread and see this:

Those with the Arris VMS1100 systems are running version 7.5 - I am

Those with FiOS ONE systems (don't know the model) are running version 7.8

Based on this, it is clear you can send different releases to the different systems.

Complaints all see to be people with Arris VMS1100 systems. Those with FiOS One seem to better off, though I'm sure they aren't 100% satisfied.

Consider this. It is obvious the older boxes are not capable of running this new release. They don't have the capacity or the performance to handle it.

So, create a NEW release, which is just a reposting of the version PRIOR to the September release that started all of this. It's just a version number. If you up the version of the old release and push it to all your Arris VMS1100 systems it will end this while you figure out your next steps. Obviously you did you testing all with customers with FiOS ONE systems.

I'm even sure this could be an "OPT IN" by providing something on the local STB to either accept the change or not.

AGW-1980
Enthusiast - Level 3

FYI: I have a FIOS One box, and I'm still on APR 7.5

clem21
Community Leader
Community Leader

@AGW-1980 wrote:

FYI: I have a FIOS One box, and I'm still on APR 7.5


7.8 was supposed to be rolling out by region. Don't know where you are or why you haven't gotten it yet but eventually it will get there.

Newguideconcern
Enthusiast - Level 3

Yes, I bit the bullet upgraded to Fios One. No lag time issues. The missing colors in the guide still makes me mad the OUR money was used to RUIN a perfectly good guide! I cannot believe there has been no response that I have seen from the VZ folks about fixing the entire system AND the colors!

dukesmom1
Enthusiast - Level 2

I got the new, super-duper guide today. I see others received it in October of 2020. It would have been nice to ask if I wanted this useless guide. The only date available on this guide is the date the program originally aired. Who cares? WHERE IS TODAY'S DATE? In addition, there is absolutely no information about who is on the program. 

In my opinion, this guide is completely useless. I called to see if I could get help and was connected to someone who could care less about my problem. To top things off, I got an e-mail telling me the issue was "resolved." It is NOT resolved.

clem21
Community Leader
Community Leader

@waymarie wrote:

I got the new, super-duper guide today. I see others received it in October of 2020. It would have been nice to ask if I wanted this useless guide. The only date available on this guide is the date the program originally aired. Who cares? WHERE IS TODAY'S DATE? In addition, there is absolutely no information about who is on the program. 

In my opinion, this guide is completely useless. I called to see if I could get help and was connected to someone who could care less about my problem. To top things off, I got an e-mail telling me the issue was "resolved." It is NOT resolved.


There is a help function voice command. See if that answers your questions. Also try: menu>settings>customer support>Getting started, and Help videos.

tjm339
Enthusiast - Level 1

FIOS fix this problem or I  will be calling Cablevision.