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
PaQuilter
Enthusiast - Level 2

We’ve had Fios since it first became available in our area of Pennsylvania but this last update has really tried our patience.  It lags so much, the guide is hard to read and Hubby is not happy with the changes.  He wants me to cancel our service.  We hoped that by now Verizon would have fixed all the bugs from the Sept 2020 update but it looks like no one is listening to all of our complaints.  I’m just glad I haven’t renewed our contract again.  It’s a shame too because Fios was the best for years.  Looks like 2021 is going to be the year of many changes.

WaltN
Enthusiast - Level 3

Hmm.  So there's a 7.8?  Is this reserved for FIOS TV One?  I still have 7.5 and it's late December.  I have the Arris 1100 multi-room DVR.  Agree with all that the OP and others have said that this update is trash and does not appear to have been tested.  If it WAS tested, it must have been tested by the developers.  Either that, or Verizon decided to use their customers as testers.  I won't itemize the issues; already been done.  I'm just a bit shocked and disappointed that a company the size of Verizon would foist this off on its customers in this condition.  It will cost them in the long run.

F_PK
Enthusiast - Level 3

Don't count on the 7.8 update to see much improvement. I had to go into the system info to see that INDEED, I had THAT update. You really couldn't notice the difference. The TIME LAG, repeated button presses, unanticipated occurrences, STILL HAPPENING!  Of course, we all can see Verizon's vision here. The few postings from subscribers that have switched / upgraded to FIOS ONE tell the story. Magically their issues are minor, if any. Verizon simply wants to coerce users to upgrade FIOS ONE (for an additional increase cost - OF COURSE) to get a satisfactory TV service. DISGUSTING!

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
MVP MVP
MVP

@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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Newguideconcern
Enthusiast - Level 3

The only big grip is no colors...even on Fios One! No lag, all channels have logos. The older boxes must not have enough horsepower for the new stuff. Bring back the colors!!!

bristollucy
Contributor - Level 1

I guess there is no chance that I'll upgrade if the Guide colors are still missing.

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clem21
MVP MVP
MVP

@F_PK wrote:

Don't count on the 7.8 update to see much improvement. I had to go into the system info to see that INDEED, I had THAT update. You really couldn't notice the difference. The TIME LAG, repeated button presses, unanticipated occurrences, STILL HAPPENING!  Of course, we all can see Verizon's vision here. The few postings from subscribers that have switched / upgraded to FIOS ONE tell the story. Magically their issues are minor, if any. Verizon simply wants to coerce users to upgrade FIOS ONE (for an additional increase cost - OF COURSE) to get a satisfactory TV service. DISGUSTING!


Whether intentional or not I believe the majority of the lagging issue is due to increased graphics load from the new guide. The 1100 boxes have older and more limited processors and ram compared to the Fios One boxes, kind of like trying to run Windows 10 on an XP certified box. It MIGHT work, but you are going to run into issues. Like Microsoft and Apple, you are being forced to finally upgrade in order to have a good experience with the system. I doubt there will be a way to improve the experience on the older hardware and still move into the future with graphics, 4K, and HDR programming. Not trying to excuse anybody, but just trying to point out it isn't unusual with tech advances.

Avalanche01
Enthusiast - Level 2

Having read through & followed this discussion from the beginning, would at first like to agree with the comments regarding the ridiculous lag times, the removal of previous features, and the overbloated & unnecessary ad screens that the set top box simply doesn't have the juice to handle. They might as well just add the Microsoft Windows spinning wait cursor to the middle of the screen to complete the effect.

Having said that, I'm just amazed at the absolute gall of marking the thread as "solved." Next, in all these pages I think I saw one comment from a moderator; that to the effect of "we're working on it."

I just have to wonder, when the Verizon execs go home, do any of them actually have Fios so that they're subject to how horrifically their service has declined? All the investment in infrastructure negated by a poorly implemented upgrade? There must be at least one of them absolutely livid.

So now that I own up to date intelligent tv's that readily switch between Netflix, HBO Max, Peacock, Disney+, CBS All access or any other app I want to add (the options for which appear to multiply daily), why am i paying $300/month for terrible service? Honestly, I must be the idiot!

stingme
Enthusiast - Level 1

Also, since debut of this new guide and all of it’s issues, the guide listing freezes constantly!!

Kalik1
Enthusiast - Level 1

I'm in VHO5, using the FiOS One box and received the 7.8 update...everything is working fine but one of the new features is not working...when using the Guide the 2 hour skip ahead feature is not working...I'm using the older remote and not the newer voice remote


I tried unplugging the cable box, going into the Settings and resetting the box and it still doesn't work...anyone else having this issue and is there a way to fix it?

clem21
MVP MVP
MVP

Fios IS listening, that's why they posted a solution, to get people to click on it to see that they are working on it. It takes a while for a huge company to turn around software that was long in development, and has been put in place to facilitate future upgrades to the system. It **bleep** that it didn't work out of the box, but I know engineers are working on fixing the bugs, and 7.8 is just the start. And I am NOT employed by Verizon, or anyone for that matter.

bristollucy
Contributor - Level 1

REALLY?

clem21
MVP MVP
MVP

@bristollucy wrote:

REALLY?


REALLY!

Athenea
Enthusiast - Level 1

The top line of this issue says "SOLVED".  Complete and utter fraud.  It is not solved - not even worked on that we can tell.  The DVR in general, and the GUIDE in particular are the worst implementation I have ever seen.  Since no one at Verizon appears to be listening, not sure what escalation is available other than voting with our feet ... With all of the interest in dropping cable TV for streaming outlets, you'd think they might pay a little attention to something other than their navel.

bristollucy
Contributor - Level 1

There should be a million voices. Sadly, there are not.