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
famato1
Enthusiast - Level 2

It’s sad to see that Verizon continues to ignore all the feedback on this thread (not to mention other threads/complaints on social media, calls they receive). How do you not, at minimum, respond to the latest continuous complaints about your update and lag. One thing is addressing it with a fix in a future update... but at least acknowledge these complaints. TV is becoming unwatchable with your service. When users settle for the channel they’re on because the lag in the guide is unbearable—you have to wake up and hear us! Please let us know if you are addressing this!

clem21
MVP MVP
MVP

@famato wrote:

It’s sad to see that Verizon continues to ignore all the feedback on this thread (not to mention other threads/complaints on social media, calls they receive). How do you not, at minimum, respond to the latest continuous complainot nts about your update and lag. One thing is addressing it with a fix in a future update... but at least acknowledge these complaints. TV is becoming unwatchable with your service. When users settle for the channel they’re on because the lag in the guide is unbearable—you have to wake up and hear us! Please let us know if you are addressing this!


First I am not a Verizon employee. Second there will be another update that addresses most of the issues in this thread. If you read some of this thread, you'll see there were responses from Verizon, and at least 2 updates trying to make fixes. The problem is they weren't 100% successful, but not many software updates are. Rest assured there IS another update in the works. Again, I'm not an employee, just trying to help out here.

2poodles1
Enthusiast - Level 3

Do you know how nice it would be during March Madness to have the sports channels color coded?  Oh, wait . . . You don’t care.  Forgot.  

jhickey007
Enthusiast - Level 2

I just logged in and was amazed to see the "PROBLEM SOLVED" CHECK BOX AT THE TOP OF THIS TOPIC. It is not. My guide is just as slow and messed up as it was after the update. 4 seconds to go into pause. all the same page up/down problems. DVR, well I'm too **bleep** of to get into it again.

I urge who ever reads these at verizon to provide an update to the update removing the latency of the remote buttons in the guide and in DVR. Get rid of all the channel thumbnails. Pleeeeeze!

BRG99
Enthusiast - Level 2

With all due respect to those who posted after me, I am sure that there are people at Verizon who care.  Unfortunately, it has been approximately 5 MONTHS since the most recent updates began, along with their accompanying problems.  This forum conversation  began in September, 2020, and it is now 117 pages in length.  Sadly, I cannot recall any recent replies from Verizon, except “Problem Solved, ” which is untrue.

One of the posters has indicated that the development team is working on another update to fix the problems.  This same poster also states that the same development team is restricted by federal compliance issues.  Would this be the same federal government that no longer cares about the people?  Good luck with that!

If the poster has inside information, please feel free to share with rest of us.  Are other DVR providers having the same federal issues?  Why does Verizon not respond to the pleas of their customers in these postings?  Why did tech support disconnect my chat with them when I asked about the 7.8 DVR update problems?  That kind of disrespect is “customer disservice.”

Please raise your hand if you believe, that after these 5 months, you still believe that a fix is coming soon (you will also make the “tooth fairy very happy!)

clem21
MVP MVP
MVP

@BRG99 wrote:

With all due respect to those who posted after me, I am sure that there are people at Verizon who care.  Unfortunately, it has been approximately 5 MONTHS since the most recent updates began, along with their accompanying problems.  This forum conversation  began in September, 2020, and it is now 117 pages in length.  Sadly, I cannot recall any recent replies from Verizon, except “Problem Solved, ” which is untrue.

One of the posters has indicated that the development team is working on another update to fix the problems.  This same poster also states that the same development team is restricted by federal compliance issues.  Would this be the same federal government that no longer cares about the people?  Good luck with that!

If the poster has inside information, please feel free to share with rest of us.  Are other DVR providers having the same federal issues?  Why does Verizon not respond to the pleas of their customers in these postings?  Why did tech support disconnect my chat with them when I asked about the 7.8 DVR update problems?  That kind of disrespect is “customer disservice.”

Please raise your hand if you believe, that after these 5 months, you still believe that a fix is coming soon (you will also make the “tooth fairy very happy!)


Any "inside" information is not able to be shared, I can only say that the situation is still under development. The SOLVED post was one of the only ways to get attention for people to see the latest sharable news on the issue, not as a final solution. I can tell you first hand AT&T also does not use color coding schemes, and is even worse than Verizon's guide. Very little info is provided on their guide and you can just about forget any customer service. I have a mini box from them that looses its connection EVERY night at 2AM, nothing can be done to stop it. So I believe state of the art right now in cable TV is sorely lacking. Personally i believe the core issue here with Verizon's guide is the addition of fancy new graphics which overload the older boxes with data. The Fios one boxes have more RAM and faster processors that can handle the graphics better. The catch 22 here is if Verizon didn't try updating the guide to more graphics, people would complain that the guide was outdated and looked like something from the 70's. So here you are with a not so great situation that will take a while to fix because as we all know, nobody makes perfect software! For another view on the issue check this thread:

https://www.dslreports.com/forum/r32945885-APR-7-8-STB-Software-Update-12-9-20

bristollucy
Contributor - Level 1

This person did not complain about the "old" Guide. In fact, this person was perfectly happy with it. It performed exactly as it should with just enough information and little interference on the screen. Will I upgrade to the newer box? No don't think so unless it is free and doesn't increase my monthly bill. Actually, since my box doesn't function as well as the newer box, maybe it should cost less? I won't go back to Comcast because sharing my service with the rest of my hub wasn't very satisfactory. But, I may resort to cutting cable and just using Fire Stick for Netflix & Prime.

clem21
MVP MVP
MVP

@bristollucy wrote:

This person did not complain about the "old" Guide. In fact, this person was perfectly happy with it. It performed exactly as it should with just enough information and little interference on the screen. Will I upgrade to the newer box? No don't think so unless it is free and doesn't increase my monthly bill. Actually, since my box doesn't function as well as the newer box, maybe it should cost less? I won't go back to Comcast because sharing my service with the rest of my hub wasn't very satisfactory. But, I may resort to cutting cable and just using Fire Stick for Netflix & Prime.


I know when I upgraded I got them to waive the $50 upgrade fee, just took a LOT of persuasion. I did already have a G1100 router though. The monthly rental stayed the same.

2poodles1
Enthusiast - Level 3

5 months.  Guide still terrible.  FIOS doesn’t care about customers or service.  Thankfully we will soon be moving and will be done with FIOS.  

G-S
Enthusiast - Level 3

Indeed.  Still terrible.

But what's much more annoying to me is the lag I still have.  With DVR and On Demand play, pause and play and forward and rewind require numerous button presses.  I feel like I have no control.

It is even worse for "live" TV.  Trying to pause live TV takes about 7 or 8 clicks of the pause button.

Beyond frustrating.

Avalanche01
Enthusiast - Level 2

It's just become a routine to reboot the boxes every couple of days. Whenever it gets to a 4-5 second lag; or any particular function stops working the reboot will bring it back to Verizon's new "normal" of 2-3 seconds. Woohoo.... and i only pay $300/month for this level of service. Time to explore other options.

jhickey007
Enthusiast - Level 2

clem53 said "Personally i believe the core issue here with Verizon's guide is the addition of fancy new graphics which overload the older boxes with data. The Fios one boxes have more RAM and faster processors that can handle the graphics better. The catch 22 here is if Verizon didn't try updating the guide to more graphics, people would complain that the guide was outdated and looked like something from the 70's."

I agree the graphics are overloading the STB and of course the new Fios One works better. It is forced obsolescence that will make the customer pay more for the new box. That's not cricket.

Be nice if, while in development, they checked backward compatibility! I have 3 STB's. I didn't have an issue with the "old" guide and my remote worked in real time!

Taking it back to the 70's makes me think of Pong. but I think that was a nice exaggeration 🤣. Look if Verizon wants to swap out my STB's at no cost, great!

But I don't see that happening. Couldn't they have just made some settings to reduce

memory usage for those of us yearning for the "old" guide's speed?

Maybe it's the way I watch TV. I bounce between 2 programs, pausing them at the break, going to "LAST", unpausing then jumping forward 1 min at a press and jump back 10sec at a time to watch that program just after the break. Rinse and repeat. I hate breaks. Anything delaying my channel change to avoid Medicare spots by Tom Selleck, as the new guide does, is not good. And I'm 66!

1970sTech
Enthusiast - Level 1

Back in Sept there was a new DVR software update pushed out to every STB. This release has had several hundred posts about how horrible it is. I won’t go into all the ways it is that I agree with them but to ask one thing:

How do you go almost 6 months without rolling out an update?

You need to fix how slow this system has become. It is so unusable that I don’t think I would ever have said this but you have basically convinced me to look at “cutting the cord” or simply using you as an internet feed. 

Given how long you have gone without doing anything other then making a few display tweaks it shows you don’t really care or understand how poor this product has become leading me to believe you don’t really care about this business or its customers. 


Have some dignity and fix this mess.

dukesmom1
Enthusiast - Level 2

I must agree with you. I've had verizon cable for years. It is so much better than "the other one." But you're right. Even the tech I spoke to recently had a bit of an attitude. They were never like that. Is it because so many people have Hulu and Roku? Are they pushing us out of cable? I wish they would fix the utterly useless guide they've sicced on us. It's just terrible.

Trlcker981
Enthusiast - Level 1

The DVR search feature doesn't even work anymore!  When you find the title it just takes you to On Demand instead of showing upcoming showtimes!!! 

DDOhj4039hd
Enthusiast - Level 2

Remove this from the SOLVED classification. It is NOT SOLVED.

This isn't how community boards work.

It has been 4 months. What is the status of getting chapter functionality back and cleaning up the clutter of this guide thing you pushed out?

tjm339
Enthusiast - Level 1

FIOS fix this problem or I  will be calling Cablevision.

AGW-1980
Enthusiast - Level 3

I wrote a week ago saying I had a FIOS One box that was still running APR 7.5. At 1am on 1/12, my box rebooted itself, and I checked the System Information —the box is now updated to APR 7.8. FYI, I’m in northern Virginia. 

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Newguideconcern
Enthusiast - Level 3

I got the 7.8 update last week, but I had to go to system information to find out! I can’t see any improvements! And still no guide colors!

bristollucy
Contributor - Level 1

Has it helped? Does the update have color? What changes did you notice? 

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Southern2356
Enthusiast - Level 3

7.8 did not do much of anything.  My box is still tremendously slow, no color, and pretty much still unacceptable.  If you are hoping this is the fix, keep hoping.